E-business and e-commerce management: strategy, implementation and practice
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Harlow [u.a.]
Financial Times Prentice Hall
2002
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXI, 547 S. |
| ISBN: | 0273651889 |
Staff View
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| adam_text | Contents
Preface and guided tour xii
Acknowledgements xix
1 Introduction to e business and
e commerce 3
Learning objectives / Management issues 3
Links to other chapters 4
Introduction 4
From e commerce to e business 5
E commerce defined 5
E business defined 7
Case study 1.1 Shell Chemical redefines its
customers supply chain 9
How significant are e commerce and e business? 11
Drivers for e business and e commerce adoption 14
Case study 1.2 SME adoption of sell side
e commerce 15 j
Barriers to e commerce and e business adoption 17 i
Introducing The B2B and B2C Companies 18 j
The B2B Company 19 I
The B2C Company 19 j
Management responses to e commerce and e business j
Part 1 Introduction 20 j
Part 2 Strategy and applications 21 j
Part 3 Implementation 22 j
Summary 22 ]
Activity answers 23 ¦
Exercises 26 !
References 27 j
Further reading / Web links 28 j
2 E commerce fundamentals 31 j
Learning objectives / Management issues 31 i
Links to other chapters 32 j
Introduction 32 I
The e commerce environment 32 ;
The e commerce marketplace 34 ;
Business or consumer model 34 ;
Marketplace channel structures 37 j
focus on portals 41 j
Types of portals 42 j
Location of trading in marketplace 43 j
Commercial arrangements for transactions 45 =
Brief contents
Preface and guided tour xii
Acknowledgements xix
Chapter 1 Introduction to e business and e commerce 3
Chapter 2 E commerce fundamentals 31
Chapter 3 E business infrastructure 67
Chapter 4 E environment 121
Chapter 5 E business strategy 161
Chapter 6 Supply chain management 215
Chapter 7 E procurement 255
Chapter 8 E marketing 285
Chapter 9 Customer relationship management 329
Chapter 10 Change management 379
Chapter 11 Analysis and design 419
Chapter 12 Implementation and maintenance 496
Glossary 529
Index 543
IS supported downstream supply chain
management 239
Outbound logistics management 240
Case study 6.2 A short history of Sainsbury s
approach to e fulfilment models 241
IS infrastructure for supply chain management 242
Managing the supply chain 244
The supply chain management strategy process 246
Managing partnerships 247
Managing global distribution 249
Summary 250
Activity answers 251
Exercises 252 I
References 253 I
Further reading/Web links 254 i
7 E procurement 255 i
Learning objectives / Management issues 255 j
Links to other chapters 256 j
Introduction 256 j
What is e procurement? 257 j
Understanding the procurement process 259 ;
Types of procurement 260 j
Drivers of e procurement 261 ;
Case study 7.1 Cambridge Consultants reduce
costs through e procurement 262 j
Focus on estimating e procurement cost savings 264 j
The impact of cost savings on profitability 264 j
Risks and impacts of e procurement 266 ;
Organizational risks 266 j
Failure to achieve real cost reductions 267 ;
Technology risks 267 j
Implementing e procurement 267 j
Integrating company systems with supplier I
systems 270 j
Focus on electronic B2B marketplaces 272 I
Types of marketplace 273 j
Case study 7.2 Worldwide oil exchange the j
Shell perspective 275 ;
The future of e procurement 278 j
Summary 279 ;
Activity answers 279 ¦
Exercises 282 j
References 283 !
Further reading / Web links 284 ;
8 E marketing 285 j
Learning objectives / Management issues 285 j
Links to other chapters 286 j
Introduction 286 I
What is e marketing? 286 i
E marketing planning 288 I
Situation analysis 2^° •
JavaScript 488
VBScript 491
Perl 491
Active Server Pages (ASPs) 491
Common Gateway Interface (CGI) 492
Other standards for dynamic content 492
Resources for web site development 493
Tools for web site development and testing 494
Testing 496
The testing process 496
Testing environments 497
Changeover 498
Database creation and data migration 500
Deployment planning 500
Content management and maintenance 500
Frequency and scope of content updating 501
Maintenance process and responsibilities 502
Focus on e marketing measurement 507
Contents xi
I Measurement process 508
I Measurement framework 508
I Collecting site visitor activity data 509
I Collecting site outcome data 512
I Collecting market research data 512
I Types of data collected 513
; Budgeting 516
j Case study 12.1 E commerce implementation
| at Sykes Cottages 520
I Summary 522
; Activity answers 523
; Exercises 525
j References 526
! Further reading/Web links 527
i Glossary 529
| Index 543
! Focus on auctions 46
| Case study 2.1 Dynamic pricing at SmithKline
Beecham 47
i Business models in e commerce 49
j Case study 2.2 Ahold explore new ways to reach
customers 51
j Revenue models 52
i Focus on Internet start up companies the
I dot coms 53
; From bricks and mortar to clicks and mortar 54
¦ Assessing dot com businesses 54
j Valuing dot coms 55
j Casestudy2.3Ashorthistoryoflastminute.com 57
i The end of the affair 58
j The impact of the dot com phenomenon on
i traditional organizations 59
; Summary 59
; Activity answers 60
j Exercises 62
I References 63
! Further reading / web links 64
| 3 E business infrastructure 67
i Learning objectives / Management issues 67
| Links to other chapters 68
I Introduction 68
i What is the Internet? 69
! The Internet timeline 69
Intranets and extranets 72
What is the World Wide Web? 75
How does it work? Internet standards 79
Networking standards 80
The HTTP protocol 82
Uniform resource locators (URL) 82
Domain names 83
Web page standards 84
Audio and video standards 87
Managing e business infrastructure 88
Managing technology infrastructure 89
Case study 3.1 Selecting a supplier for hosting
web site services 94
Managing applications infrastructure 97
Focus on EDI 101
Benefits and limitations of EDI 103
How does EDI work? 103
Focus on applications service providers 105
Contents ix
! Demand analysis 290
! Competitor analysis 293
i Intermediary analysis 294
; Internal marketing audit 295
; Objective setting 295
I The online revenue contribution 296
j Case study 8.1 The e volution of easyJet s online
I revenue contribution 298
I Strategy 301
I Market and product positioning 302
i Case study 8.2 Personalized cybercycles from
j DBS Oegland, Norway 303
i Target market strategies 304
I Focus on characteristics of new media marketing
communications 306
Tactics 311
Product 312
Price 313
Place 314
Promotion 315
People, process and physical evidence 316
Focus on online branding 317
Brand identity 318
Actions 321
Control 323
Summary 324
Activity answers 324
Exercises 326
References 327
Further reading/Web links 328
9 Customer relationship management 329
Learning objectives / Management issues 329
Links to other chapters 330
Introduction 330
Permission marketing 332
Customer acquisition management 333
Customer profiling 333
Focus on marketing communications for customer
acquisition 3.3C»
Online marketing communications 33b
Offline marketing lommurmaliens 339
Management issues for traffic building
techniques 340
Focus on online buyer behaviour 342
Key online buyer activities 343
The online buying process 345
. Case study 9 1 Variations in online buyer
behaviour and loyalty 347
Differences in buyer behaviour in target
markets 350
Differences between B2C and B2B buyer
behaviour 351
x Contents
Customer retention management 353 i
Personalization and mass customization 355 |
Opt in e mail 357 i
Online communities 359 ;
Focus on excelling in e commerce service quality 361 j
Customer extension 365
Product evaluation and feedback 366 I
Technology solutions for CRM 367 ¦
Case study 9.2 Worldwide demand for CRM j
applications 367 j
Type of CRM applications 368 I
Integration with back office systems 369 ;
The choice of single vendor solutions or a more I
fragmented choice 370 j
Summary 370 !
Activity answers 371 |
Exercises 372 j
References 373 |
Web links 374 j
10 Change management 379 j
Learning objectives / Management issues 379 j
Links to other chapters 380 j
Introduction 380 I
Different perspectives on e business change 381 j
The scale of change 382 I
Planning change 384 ;
The project plan and schedule for an e business !
system 385 j
Prototyping 388 I
Case study W.I Orange evolves customer services ;
to achieve 12,000 visitors to site each I
week 389 |
Human resource requirements 390 I
Staff retention 391 I
Case study 70.2 Staff acquisition and retention I
at Netdecisions 392 j
Outsourcing 393 I
Revising organizational structures 395 j
Managing the human dimension of change 399 j
Achieving management commitment 399 j
Achieving staff commitment 400 I
Organizational culture 402 ;
Focus on knowledge management 403 j
What is knowledge? 403 j
Objectives of knowledge management 404 i
Implementing knowledge management 405 ;
Technologies for implementing knowledge j
management 406 ;
Risk management 408 I
! Case study 10.3 Managing global change at
i Guinness 410
I Summary 412
; Activity answers 412
| Exercises 415
References 417
Further reading / 417
Web links 418
11 Analysis and design 419
Learning objectives / Management issues 419
Links to other chapters 420
Introduction 420
Analysis for e business 421
Workflow management 421
Process modelling 422
Process mapping 423
Task analysis and task decomposition 423
Process dependencies 424
Validating a new process model 431
Data modelling 431
Design for e business 433
Architectural design of e business systems 433
Case study 11.1 Legacy data integration 435
Focus on user centred design 437
Case study 11.2 User interface enhancements at
Waterstones 437
Use case analysis 439
Customer orientation 442
Elements of site design 446
Focus on security design 453
Principles of secure systems 454
Approaches to developing secure systems 454
Current approaches to e commerce security 456
Hackers and viruses 459
Denial of service attacks 459
Alternative payment systems 459
Reassuring the customer 462
Summary 463
Activity answers 463
Exercises 464
References 465
Further reading / Web links 466
12 Implementation and maintenance 469
Learning objectives / Management issues 469
Links to other chapters 470
Introduction 470
Alternatives for acquiring e business systems 472
Development of web based content and services 472
Creating static web content 473
Focus on HTML 474
Focus on developing dynamic web content 487
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| indexdate | 2025-02-20T06:41:37Z |
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| title | E-business and e-commerce management strategy, implementation and practice |
| title_auth | E-business and e-commerce management strategy, implementation and practice |
| title_exact_search | E-business and e-commerce management strategy, implementation and practice |
| title_full | E-business and e-commerce management strategy, implementation and practice Dave Chaffey |
| title_fullStr | E-business and e-commerce management strategy, implementation and practice Dave Chaffey |
| title_full_unstemmed | E-business and e-commerce management strategy, implementation and practice Dave Chaffey |
| title_short | E-business and e-commerce management |
| title_sort | e business and e commerce management strategy implementation and practice |
| title_sub | strategy, implementation and practice |
| topic | E-business gtt E-commerce gtt Management gtt Unternehmen Business enterprises Computer networks Electronic commerce Electronic Commerce (DE-588)4592128-3 gnd Unternehmen (DE-588)4061963-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | E-business E-commerce Management Unternehmen Business enterprises Computer networks Electronic commerce Electronic Commerce |
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