Application of E-COMMERCE & E-ENTERPRISE

• Applications of E-commerce and E-enterprise - Applications to Customer Relationship Management- Types of E-CRM, Functional Components of E-CRM.
Managing the E-enterprise- Introduction, Managing the E-enterprise, Comparison between Conventional and E-organisation, Organisation of Business in an E-enterprise, Benefits and Limitations of E- enterprise

1. APPLICATIONS OF E-COMMERCE
AND E-ENTERPRISE
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2. The term “Electronic commerce” (or e-Commerce) is use
of an electronic medium to carry out commercial
transactions. Most of the time, it refers to the sale of
products through Internet.
E-commerce is a process of buying and selling of products
and services by businesses and consumers through an
electronic medium, without using paper documents.
E-commerce is widely considered the buying and selling of
products over the internet.

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3. APPLICATIONS OF E-COMMERCE:
The applications of E-commerce are used in various business
areas such as retail and wholesale and manufacturing.
The most common E-commerce applications are as follows:
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4. Online marketing and purchasing
Retail and wholesale
Finance
Manufacturing
Online Auction
E-Banking
Online publishing
Online booking (ticket, seat.etc)

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5. Online marketing and purchasing
Data collection about customer behavior, preferences, needs and
buying patterns is possible through Web and E-commerce. This helps
marketing activities such as price fixation, negotiation, product feature
enhancement and relationship with the customer.

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6. Retail and wholesale:
E-commerce has a number of applications in retail and wholesale. E-retailing or on-line
retailing is the selling of goods from Business-to-Consumer through electronic stores that are
designed using the electronic catalog and shopping cart model. Cybermall is a single Website
that offers different products and services at one Internet location. It attracts the customer and
the seller into one virtual space through a Web browser.

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7. Finance:
Financial companies are using E-commerce to a large extent.
Customers can check the balances of their savings and loan accounts,
transfer money to their other account and pay their bill through on-
line banking or E-banking.
Another application of E-commerce is on-line stock trading.
Many Websites provide access to news, charts, information about
company profile and analyst rating on the stocks.

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8. Manufacturing:
E-commerce is also used in the supply chain operations of a
company.
Some companies form an electronic exchange by providing
together buy and sell goods, trade market information and run
back office information such as inventory control.
This speeds up the flow of raw material and finished goods
among the members of the business community.
Various issues related to the strategic and competitive issues limit
the implementation of the business models.
Companies may not trust their competitors and may fear that
they will lose trade secrets if they participate in mass electronic
exchanges.

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9. Auctions:
Customer-to-Customer E-commerce is direct selling of goods
and services among customers.
 It also includes electronic auctions that involve bidding.
Bidding is a special type of auction that allows prospective buyers
to bid for an item.
For example, airline companies give the customer an
opportunity to quote the price for a seat on a specific route on
the specified date and time.

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10. E-Banking:
Online banking or E- banking is an electronic payment system
that enables customers of a financial institution to
conduct financial transactions on a website operated by the
institution, Online banking is also referred as internet
banking, e-banking, virtual banking and by other terms.

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11. Online publishing:
Electronic publishing (also referred to as e-publishing or digital
publishing) includes the digital publication of e-books, digital
magazines, and the development of digital libraries and catalogs.

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12. Online booking (ticket, seat.etc)
An Internet booking engine (IBE) is an application which helps
the travel and tourism industry support reservation through the
Internet. It helps consumers to book flights, hotels, holiday packages,
insurance and other services online. This is a much needed application
for the aviation industry as it has become one of the fastest growing
sales channels.

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13. APPLICATIONS TO E-CRM
Customer Relationship Management (CRM) is a way to
identify, acquire, and retain customers – a business’ greatest
asset.
By providing the means to manage and coordinate customer
interactions, CRM helps companies maximise the value of
every customer interaction and in turn improve corporate
performance.
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14. E-CRM, or Electronic Customer Relationship
Management, is an integrated online sales, marketing and
service strategy that is used to identify, attract and retain an
organisation’s customers.
It describes improved and increased communication between an
organisation and its clients by creating and enhancing customer
interaction through innovative technology.
E-CRM software provides profiles and histories of each
interaction the organisation has with its customers, making it an
important tool for all small and medium businesses
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15. Electronic customer relationship management (E-CRM) is the
application of Internet-based technologies such as emails,
websites, chat rooms, forums and other channels to achieve
CRM objectives.
It is a well-structured and coordinated process of CRM that
automates the processes in marketing, sales and customer
service.
An effective E-CRM increases the efficiency of the processes as
well as improves the interactions with customers and enables
businesses to customize products and services that meet the
customers’ individual needs.

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16. E-COMMERCE APPLICATIONS TO
CRM
SALES FORCE AUTOMATION
MARKETING AUTOMATION SOLUTIONS
CUSTOMER SERVFICE AND SUPPORT SYSTEMS
INTEGRATED SOLUTIONS
SALES APPLICATIONS
FIELD SERVICE AUTOMATION
PERSONALISED WEB OPAGES
ANALYTICAL TOOLS
CHAT ROOMS
BLOGS AND WIKIS
DISCUSSION LISTS
WEB BASED CALL CENTRES
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17. Sales Force Automation (SFA) refers to software apps for
sales management. SFA provides automated workflows that
create a streamlined sales process to manage business leads, sales
forecasts and team performance.
SFA may also be referred to as Salesforce Management.
https://www.reallysimplesystems.com/blog/sales-force-
automation/#:~:text=Sales%20Force%20Automation%20(SFA)%20refers,referred%20to%20as%20Sal
esforce%20Management.


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18. SFA is usually a part of a customer relationship
management (CRM) system that automatically records all the
stages in a sales process.
The idea is to track all contact that’s been made with a customer,
along with the purpose of the contact, and any follow up that
may be needed.
This might include phone calls, emails and meetings.
Having this information at your fingertips means you’ll reduce
the risk of irritating your customers as sales efforts are not
duplicated.
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19. Marketing automation is all about
using software to automate marketing activities.
Many marketing departments automate repetitive tasks such
as email marketing, social media posting, and even ad
campaigns -- not just for the sake of efficiency, but so they can
provide a more personalized experience for their customers.
Marketing automation is the process of leveraging software to
automate repetitive marketing tasks.
Marketers use this software in order to help nurture leads, often
through integrations with customer relationship management
(CRM) and customer data platform (CDP) software.
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20. CUSTOMER SERVICE AND SUPPORT
SYSTEMS
Customer service software is a set of tools used to collect,
organize, respond to, and report on customer support requests.
It may be used to manage one or many communication channels,
including email, chat, messaging, and self-service, and it may also
integrate with external communications tools like social media or
group chat systems.
Companies typically use customer service software to enable
faster, more efficient customer support delivered by multiple
customer service agents all working within the same tool.
https://www.helpscout.com/playlists/customer-service-
software/

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21. TYPES OF E-CRM
CUSTOMER FACING APPLICATIONS
Customer Interaction Centers(CIC)/ Web Based Call Centres
Automated Response to E-Mail
Sales Force Automation
Field Force Automation
CUSTOMER TOUCHING APPLICATIONS
Personailised Web Pages
Web Self Service

Operational Component

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22. Customer Centric Intelligence Applications
Reporting
Data Warehousing
Data Mining
ANALYTICAL COMPONENT

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23. ONLINE NETWORKING APPLICATIONS
Forums
Chat rooms
Usenet Groups
Blogs & Wikis
E-Mail Newsletters
Discussion Lists
COLLABORATIVE COMPONENT

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24. FUNCTIONAL COMPONENTS OF
E-CRM
OPERATIONAL COMPONENT
ANALYTICAL COMPONENT
COLLABORATIVE COMPONENT
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25. MANAGING THE E-ENTERPRISE
Today most of the business organisations are using Internet
technology, network, and wireless technology for improving the
business performance measured in terms of cost, efficiency,
competitiveness and profitability.
They are using E-business, E-commerce solutions to reach faraway
locations to deliver product and services.
The enterprise solutions like ERP, SCM, and CRM run on
Internet (Internet / Extranet) & Wide Area Network (WAN).
The business processes across the organisation and outside run on
E-technology platform using digital technology.
Hence today’s business firm is also called E-enterprise or Digital
firm.
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26. The paradigm shift to E-enterprise has brought four
transformations, namely:
Domestic business to global business.
Industrial manufacturing economy to knowledge-based
service economy.
Enterprise Resource Management to Enterprise Network
Management.
Manual document driven business process to paperless,
automated, electronically transacted business process.

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28. FEATURES OF E-ENTERPRISE
FLAT ORGANISATION STRUCTURE
GLOBAL REACH
INFORMATION DRIVEN
COMPETITIVE ADVANTAGE
ABSENCE OF COMMAND CONTYROL
PROCESS DRIVEN
E-BUSINESS SOLUTIONS
TRANSFORMATIONS
TRADING OF GOODS & SERVICES
MANAGEMENT INFORMATION SYSTEM
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29. BENEFITS OF E-ENTERPRISE
i. Flexible Business Hours:
The internet is accessible 24 x 7. This means that buyers and sellers can conduct
transactions at any time as opposed to the regular trading hours of traditional business
models.
ii. Availability of Wide Range of Products:
Consumers have access to a broader range of products and services from which they
can select the products as per their choice.
For e.g.: flipkart, amazon etc. offer a wide range of services and products to select from.
iii. Very Low Start Up Cost:
The initial investment for starting an e‐business is generally lower than the cost
associated with starting the same business using a traditional model.
iv. Quick and Easy Communication:
Through e‐business, it is easier and faster for the business organizations to
communicate with their suppliers and their customers as there is no face‐to‐face
interaction.

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30. v. No Physical Space:
e‐business does not require physical space for operation. It requires
highly qualified technical professionals.
vi. Government Support:
e‐business gets a lot of support from the government.
vii. Establishes Strong Relationship:
e‐business enables strong relationship building between suppliers and
consumers as there is direct contact between both the parties.
viii. Renders a Global Platform:
e‐business provides the business organizations with the opportunity to
transact with buyers across the globe. It connects the consumers and the
business organizations anywhere from the world through internet.
ix. Easy Set Up:
It is very easy to set up e‐business as compared to traditional business.
x. Sound Communication:
e‐business provides a platform for sound and direct communication
between suppliers and consumers.
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31. DISADVANTAGES OF E-ENTERPRISE
i. High Transaction Risk:
There are many internet frauds that are committed through hacking
etc. There is a possibility of misuse of the buyer’s bank details and this
makes buyers insecure to perform online transactions and payments.
ii. No Face‐to‐Face Interaction:
The absence of face‐to‐face interaction with the sellers makes the buyers
insecure at times.
iii. Personal Touch of Seller:
Since the transaction is online, the personal touch of the seller is missing
and this may make the buyer insecure.
iv. Government Interference:
Sometimes government monitoring can lead to interference in the
business.

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32. v. Ineffective Return Policies:
Usually, all the online shopping sites come with a money
back/product return policy.
However, they do not work as effectively and spontaneously,
in case of dissatisfaction of the customer.
vi. Issues in Delivery:
Sometimes it becomes difficult for suppliers to deliver goods
on time due to the lack of sound transport system in many
parts of our country.
vii. Lack of Personal Inspection:
Since the buyer cannot touch and feel the product before
purchasing, many consumers avoid online transactions.

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33. REFERENCES
https://bcomitnotes.wordpress.com/2017/12/22/what-is-e-commerce-explain-its-
applications/
https://www.ipixtechnologies.com/what-is-ecommerce-and-its-
applications.html#:~:text=Some%20of%20the%20B2B%20e,thus%20initiate%20pay
ment%20transactions%20within.
https://www.businessmanagementideas.com/crm/e-crm/e-crm-meaning-evolution-
and-benefits/3688
https://www.techopedia.com/definition/30914/electronic-customer-relationship-management-
e-crm
https://www.cmswire.com/marketing-automation/what-is-marketing-automation-
and-how-does-it-help-marketers/
https://arunkumarhn.wordpress.com/category/it-management/managing-the-e-
enterprise/




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