B2C What

1
B2C Whats Next You have a shop and the
technographics.C2C?

• INBS 510
• B2C Module

2
What will make them buy online?

• Financial incentive
• Low price
• Additional product to go with purchase
• additional service and info to go with product
• Convenience
• Access/ niche
• www.hothothot.com
• www.vermontteddybear.com
• www.rei.com

3
Buy online?

• Added value www.supermarkets.com
• Added value with personalization
• net perceptions
• www.personalizations.com
• Uses Collaborative filtering http//www.alexlit.co
  m
• www.backflip.comapplies filtering
• Find out what personalization scheme Microsoft
  comes up with and thats the one

4
Added value continued

• More value added
• Shopbots ( intelligent agents)
• Learning agents
• Comparison shopping agents
• cookies and commerce
• http//digitalenterprise.org/agents/agents.html
  bots

5
Types of Bots

• Product brokering
• Merchant brokering
• Comparison agents
• Negotiations
• Purchase and delivery

• Advertising and payment
• Auction support
• Fraud protection
• Avatars
• Learning agents
• http//agents.umbc.edu a tutorial

6
Remember ? Five Step Program

• Make it easy for customers to do business with
  you
• Focus on the end customer for your products and
  services
• Redesign you customer facing business processes
  from the end customers point of view
• Wire your company for profit design a
  comprehensive, evolving electronic business
  architecture
• Foster customer loyalty- the key to profitability

7
Remember? Critical Success Factors

• Target right customer
• Own the customer experience
• Streamline
• 360 degree view of customer relationship
• Let customers help themselves
• Help customers
• Deliver personalized services
• Foster community
• customer.com, Patrica Seybold

8
Site Stickiness

• Promotions
• Big event versus many small ones
• Know the customer
• Periodic promotions
• Email database- opting in
• Live chat online
• Community events

9
More stickiness

• www.lucent.com what is sticky here?
• Live chats
• Audio and video in promotions
• Contests http//www.hvaa.com/guessthe.htm
• www.whud.com radio

10
Resources for Stickiness

• www.coolsavings.com coupons
• www.webmagnet.com tells you more
• www.ticketmaster.com - live forum All Access
  area
• Games, free stuff etc
• http//www.devx.com/webdev/default1.asp?AreaWebD
  evelopment28Other29 every day a new sighting

11
Taking the pulse of the Competition

• Competitive intelligence on the web
• Review competitors sites
• Analyze related newsgroups
• Examine publicly available financial statements
  www.sec.gov/edgarhp.htm
• Information delivery systems- push technologies
• Corporate research companies
• Solicit opinions in chat room

12
The e- Industries ServicesNo shopping cart here

• What they are up to

13
Service Industries- Models for E-commerce- B2C
and C2C

• Travel and Tourism
• Forresters 2000 25 of all B2C
• Services
• Fare tracking
• auctions., bids, special sales
• Virtual communities
• www.zeustours.com
• Futurize- agents

14
Lets see it at work

• PC enter data
• intelligent agent shops around communicating
  electronically
• Matches requirements or provides alternatives
• You input modifications
• Agent makes reservations
• How about all by voice!!! Guesstimate 2002

15
Job Market HR in B2C- C2C

• Driving forces
• Cost
• Life cycle
• Place
• Search
• Finding applicants
• Matching
• Dated material
• speed

• Who uses it?
• Job seekers
• Job offers
• Recruiting firms
• Government agencies and institutions
• www.sourcer.com
• download HR tour
• www.monsterboard.com

16
Job Market service continued

• Services
• Finding a job
• Writing and posting resumes
• Career planning
• newsgroups

• Intelligent agents
• For employees
• Find one!
• For employers
• www.resumix.com

17
Real Estate B2C C2C

• Virtual reality at its best
• www.ired.com
• www.homeadvisor.com
• www.eloan.com
• www.assist2sell.com
• www.bankrate.com

• www.realtor.com
• www.apartments.com

18
Trading Stocks Online

• Schwab
• Order placed at Schwab
• Electronically sent to trading floor at NYSE
• Query- is the order gt 30,000 shares
• If yesgt to floor brokers who bring to specialist
• If nogt specialist processes electronically
• Confirmation of trade

19
Online Stock Trading

• www.bondmarkets.org
• www.cyberinvest.com
• www.upside.com- free guru advice
• www.marketguide.com
• www.ipocentral.com

20
Electronic Banking

• Advantages
• Account balances
• Statements
• Pay bills
• Transfer money
• Balance accounts
• Email
• Etc, etc, etc

21
Something spooky

• www.nextcard.com
• Apply and get a credit card in 1 minute
• They will give you your account balances for
  other cards without even asking you for the
  numbers

22
Other service industries

• Edutainment- radio, MP3
• Virtual Universities and training centers
• www.Capellauniversity.edu a totally online
  university accredited
• www.zdnet.com training for business
• www.medceu.com CEUs for health care
  professionals
• Online consulting
• Medical Management consulting
• Legal advice --- prospects abound
• Financial advice- http//askmerrill.com

23
Other services

• Insurance www.insurerate.com
• www.selectquote.com
• Healthcare- www.webmd.com
• Matchmaking www.match.com
• VC www.garage.com
• Digital delivery of documents
• Stamps http//www.e-stamp.com/cgi-bin/e-stamp.dll/
  index.jsp

24
C2C Believe it or not C2B

• www.Ebay.com
• www.traderonline.com
• http//www.liveadvice.com/

• Reverse auctions
• www.priceline.com
• How about?
• http//www.sellbusinesses.com/ What is the
  model?