Refers to a Web site responsiveness, lookin at
how quickly and accurately the service is provided, site effectiveness, and order fulfillment.
The EC Order Fulfillment Process , invoves Making sure the customer will pay,Checking for in-stock availability
Arranging shipments,Insurance,Replenishment
,In-house production,Use contractors
,Contacts with customers and Returns
Websites examples
Liberty University.com
Provide relevant information, navigation and interaction butum, Site availability,Feedback capabilites and Download time
McDonald.com
Menus, products information,
Response time,Timeliness,Navigability
Customer-centered services
Refers to order tracking, product configuration and customization, and security/trust,Online consulting
Knowledge management
,Client matching,E-business rating sites,Security and encryption sites
Web research services,Coupon-generating sites
websites examples
Mark & Spence .com
mass customisation and personalisation,M&S TV
Automated response to e-mail, Consulting Services CRM Suites ,Directory services,Newsletters Search engines and news aggregators
Alibaba.com
Customised sourcing,Security and privacy and Return policy
Value-added services
Refers to Extra
services such as online auctions and online training and education.
We also have the extent of service such as Customer acquisition (prepurchase support),Customer support during purchase, and Customer fulfillment (purchase dispatch)
Websites examples
E-bay.com.my
Onlines auctions and bidding,help topics,security,answers & eductaion centres
Amazom.com
Intelligent agents in customer service and call centers
More EC Support Services
Trust services,Trademark and domain names
Digital photos,Global business communities,Access to commercial databases
General Summary/Conclusion based on the differences of the 3 differen levels of e-CRM
Customer-centered services and Value-added services encmpases of
Customer Service on the Web such as Search and Comparison Capabilities,Free Products and Services,Technical and Other Information and Service,Allowing Customers to Order Products and Services Online,Letting Customers Track Accounts or Order Status,Tools for Customer Service,Personalized Web Pages;FAQs
Chat Rooms;E-Mail and Automated Response,Call Centers;Troubleshooting Tools
Wireless CRM.Customer-Touching Applications ,Personalized Web Pages ,E-Commerce Applications Web self-service.Activities conducted by users on the Web to find answers to their questions (e.g., tracking) or for product configuration.
The administrative activities of order taking and fulfillment:
Product inquiry,Sales quote,Order configuration,Order booking,Order acknowledgment or confirmation,Order sourcing or planning,Order changes,Shipment release
Shipment,Delivery;Invoicing and billing;Settlement and Returns
Some Foundational service offers Online Networking such as Forums,Chat rooms,
Usenet groups,Blogs and Wikis,E-mail newsletters and Discussion lists,
It also involves autoresponders ,these are Automated e-mail reply systems (text files returned via e-mail) that provide answers to commonly asked questions eve
Intelligent agents in customer service and call centers even as show figures below:
Customer-Centric Applications are as follows Data reporting and warehousing,Data reports,data warehouse, A single, server-based data repository that allows centralized analysis, security, and control over the data
eCRM or CRM Analytic
Applying business analytics techniques and business intelligence such as data mining and online analytic processing to CRM applications even as illustrated in the figures below:
Source: http://www.uop.edu.jo/download/powerPointSlide/Electronic Commerce/CH13.ppt
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