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Ebusiness Strategy.
| Business to Consumer (B2C) |
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Business to Consumer (B2C) is the area that receives the most eBusiness attention. Through technology, companies and their customers can be directly linked. The two key questions to ask when evaluating B2C opportunities are:
- What opportunities exist to improve the customer experience?
- What additional markets can the company reach by selling online?
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| Customer Relationship Management (CRM) is now being
widely implemented in companies that are trying to manage their customers better. The following
example illustrates what is now being referred to as eCRM. B2C is one component of eCRM – the
order process itself. The process may begin with marketing, perhaps an online campaign.
Customers visit the web site, research the product offerings, and then place their order.
They receive an electronic order confirmation. At any time after the order is placed,
they can check the order status online. Then the customer receives the order. Any ordering
issues can be handled online. A request for return can be made without ever having to call a
customer service department. Customers can register their product online, if appropriate,
and even get support through an electronic call-center. There are many benefits to such a
process: decreased cost of sales, internal efficiencies such as improved order-to-ship times,
and decreased customer support costs. For suppliers to implement such a process
Ecommerce Solutions can be of great help
in order to transform their existing business to an online business.
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