Ditigal Business and E-commerce Management Chaffey
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Chapter 1 – Introduction to digital business and e-commerce
Introduction
Organizations have now been applying technologies based on the Internet, World Wide Web and
wireless communications to transform their business for over 20 years. Deploying these disruptive
digital technologies has offered many opportunities for innovative businesses.
1.1 The impact of electronic communications on traditional businesses
Existing businesses have evolved their approaches to digital business through a series of stages.
Innovation is relentless, with the continuous introduction of new technologies, new business models
and new communications approaches. Man businesses are reviewing the benefits, costs, and risks of
digital business technologies they are currently implementing as part of digital business
transformation projects.
Inbound marketing
On the internet, customers often initiate contact and are seeking information through searching
information on websites this is called a ‘pull’ mechanism where it is important to have good visibility
in search engines when customers are entering search terms relevant to a company. Marketing
professionals call this approach inbound marketing. Google has referred to this consumer decision-
making before they visit a retailer as the Zero Moment of Truth (ZMOT) which can be seen in the
image below.
Figure 1: Zero Moment of Truth
Inbound marketing is useful as it reduces advertising waste. Search marketing, content marketing and
social media marketing can be used to target prospects with a defined need – they are proactive and
self-selecting. This can be seen as a weakness as marketers have less control (as in traditional
communications marketers push out a message).
Social media marketing
Social media is a major trend in digital business. Particularly social network sites (SNS) such as
Facebook, Twitter and LinkedIn and RSS feeds. Another important niche social media are blogs such
as online videos.
There are many types of social presence, thus it is helpful to simplify the options to manage them.
Weinberg (2010) identified six categories:
• Social networking – the emphasis here is on listening to customers and sharing engaging
content.
• Social knowledge – these are informational social networks like Yahoo! or Wikipedia.
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, • Social sharing – these are social bookmarking sites like Delicious which can be useful for
understanding the most engaging content within a category.
• Social news – e.g. twitter
• Social streaming –rich and streaming media social sites for sharing photos, video, and
podcasting.
• Company user-generated content and community – distinct from the other types of social
presence which are independent of companies, these are the company’s own social space
which may be integrated into product content, a customer support community or a blog.
Mobile commerce
Mobile commerce (m-commerce) is growing significantly and there are other trends related to this.
• The popularity of mobile apps.
• Location-based use of mobile devise as users may use apps or browsers while shopping.
• Related to this is location-based tracking of goods and inventory as they are manufactured and
transported.
1.2 What is the difference between digital business and e-commerce
The rapid advancement of technology has been accompanies by a range of new terminologies such as
e-CRM, e-retail and e-procurement.
Managers within an organization need to agree and communicate the digital transformation they are
proposing through using digital technologies to employees, customers and partners.
E-commerce defined
The scope of electronic commerce (e-commerce) is narrower than digital business. Thus also, non-
financial transactions such as customer support can be considered part of e-commerce. Kalakota and
Whinston (1997) referred to a range of different perspectives for e-commerce which are still valid
today:
• A communications perspective – the delivery of information, products/services or payments
by electronic means.
• A business process perspective – the application of technology towards the automation of
business transactions and workflows.
• A service perspective – enabling cost cutting at the same time as increasing the speed and
quality of service delivery.
• An online perspective – the buying and selling of products and information online.
Thus e-commerce also includes pre-sale and post-sale for e-commerce which are still valid today.
When evaluating the strategic impact of e-
commerce of an organization, it is useful to
identify opportunities for buy-side and sell-
side e-commerce transactions as shown in
the figure below, since systems with different
functionalities will need to be created in an
organization to accommodate transactions
with buyers and with suppliers.
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,Social commerce is an increasingly important part of e-commerce for site owners since incorporating
reviews and ratings into a site and linking to social networking sites can help understand customers’
needs and increase conversion to sale.
Digital business defined
Digital business is broader in its scope than e-commerce. It is more similar to the term e-business.
In the figure below the key digital business processes are the organizational processes or units in the
center of the figure. They include research and development, marketing, manufacturing, and inbound
and outbound logistics. The buy-side e-commerce transactions with suppliers and the sell-side e-
commerce transactions with customers can also be considered to be key digital business processes.
Intranets and extranets
The majority of internet services are available to any business or consumers. If information is restricted
to employees inside an organization, this is called the intranet.
Enterprise social media software – systems used inside organizations to enable real-time collaboration
between employees and other stakeholders such as customers and suppliers to support business
processes such as customer service, supply chain management and new product development. These
are sometimes referenced as Enterprise 2.0.
If access to an organization’s web services is extended to some others, but not everyone beyond the
organization, this is an Extranet.
Different types of sell-side e-commerce
Self-side e-commerce doesn’t only involve selling products online, but also involves using digital
technologies to market services using a range of techniques. There are 5 types of online presence or
sell-side e-commerce, each of which has different objectives and is appropriate or different markets.
• Transactional e-commerce sites – these enable purchase of products online. The main
business contribution of the site is through sale of these products. The sites also support the
business by providing information for consumers who prefer to purchase products offline. (e.g.
travel site, online banking services, retail sites)
• Services-oriented relationship-building websites – provide information to stimulate purchase
and build relationships, particularly where products are not suitable for sale online. The main
business contribution is through encouraging offline sales and generating enquiries or leads
from potential customers, known as lead generation.
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, • Brand-building sites – provide an experience to support the brand. The main focus is to
support the brand by developing an online experience. Low-value, high-volume fast-moving
consumer goods.
• Publisher or media sites – provide information, news or entertainment about a range of
topics. This is information both on the site and through links to other sites.
• Social network sites (SNS) – social networks could be considered to be in the previous category
since they are often supported by advertising, but the influence of social networks such as
LinkedIn and Twitter on company and customer communications suggests they form a
separate category.
Digital marketing
Digital marketing, e-marketing or Internet marketing is yet another field closely related to e-
commerce.
Digital marketing involves:
• Applying these technologies which form online channels to market:
o Web, email, databases, plus mobile/wireless and digital TV
To achieve these objectives:
• Support marketing activities aimed at achieving profitable acquisition and retention of
customers… within a multichannel buying process and customer lifecycle.
Through using these marketing tactics:
• Recognizing the strategic importance of digital technologies and developing a planned
approach to reach and migrate customers to online services through e-communications and
traditional communications. Retention is achieved through improving our customer
knowledge (profiles, behavior, value and loyalty drivers) then delivering integrated, targeted
communications and online services that match their individual needs.
Recent innovations include blogs, feeds, podcasts and social networks.
Options for companies to reach their audience online
Owned, earned and paid media options (see image next page)
To help develop a strategy to reach and influence potential customer online it has become
commonplace today to refer to three main types of media channels marketers need to consider:
• Paid media – these are bought media where there is investment to pay for visitors, reach or
conversions through search, display advertising networks or affiliate marketing. Offline,
traditional media like print and TV advertising and direct mail remain important, accounting
for the majority of paid-media spend.
• Earned media – traditionally, earned media has been the name given to publicity generated
through PR invested in targeting influencers to
increase awareness about the brand. Now earned
media also involves word-of-mouth that can be
stimulated through viral and social media
marketing. It is developed through different types of
partners such as publishers, bloggers and other
influencers.
• Owned media – This is media owned by the brand.
Online, this includes a company’s own website,
blogs, email list, mobile apps, account on Facebook,
etc. Offline media includes brochures or retail
stores. They are an alternative investment to other
media and they offer opportunities to promote
products using similar ad or editorial formats to
other media.
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