1 Basic E-Commerce Concepts for it 2ndt year

Basic E-Commerce
Concepts
CSI 5389 (E-Commerce Technologies) 1

Outline
• Introduction
– Example of an e-commerce store
– Defining the term “Internet commerce”
– Why participating in Internet commerce?
– Key properties of the Internet
– Strategic issues in Internet commerce
– Business issues in Internet commerce
– Technology issues in Internet commerce
• The Commerce Value Chain (CVC)
– Introducing the CVC
– Components of the CVC
– Building customer relationships with Internet commerce
– Marketing on the Internet
– Doing business internationally
– The legal environment

Dr. Thomas Tran CSI 5389 (E-Commerce Technologies) 3
CONTENT
PRESENTATION
SECURITY

RECOMMENDER
SYSTEMS
TRANSACTION
PROCESSING

ELECTRONIC
COMMUNITY

What do we mean by “Internet Commerce”?
• By “Internet commerce”, we mean the use of the global
Internet for purchase and sale of goods and services,
including service and support after the sale.
• Internet commerce is one type of the more general electronic
commerce.
– The best-known idea in electronic commerce has been Electronic
Data Interchange (EDI), originally created for linking
organizations with their partners and suppliers.
– EDI and the Internet do not exclude one another: EDI, which
specifies certain kinds of messages, can be used with the
Internet, which is a way of moving data.
– Internet commerce transcends many restrictions of EDI:
companies can communicate over a shared public network,
rather than building specialized networks or contracting for
expensive Value-Added Network (VAN) services.
– EDI formats are being replaced by Extensible Markup Language
(XML) that are more general, more extensible, and easier to use.
– In this course, we use the terms “e-commerce” and “Internet
commerce” interchangeably.

Why Internet Commerce?
• The ability to reach new customers and
create more intimate relationships with all
customers
• Dramatic cost reduction for distribution
and customer service

Access to a Global Market
• Every business on the Internet has a global
presence.
• The Internet makes it possible to work effectively
and efficiently with customers, partners, and
suppliers around the world
– Worldwide, high-bandwidth communications
– Essentially the same cost of communications (whether
the parties are down the street or halfway around the
world)
– Technologies allow businesses to know more about their
customers

Great Cost Reduction in Distribution and
Customer Service
• The ability to deliver information to customers in
a low cost manner becomes an important part of
making the sale.
• Sending a printed brochure through postal service
costs several dollars for each recipient. Sending
the equivalent in e-mail costs nearly zero per
recipient.
• The Internet makes it possible to provide even
more information at lower cost, and to have that
information be always accurate, up-to-date, and
searchable.
• The same ideas hold for selling information
products online.

Key Properties of the Internet
• The Internet is interoperable
– A computer is connected to the Internet if it can
communicate with any other computer connected to the
Internet.
• The Internet is global
– The Internet structure is based on standardized and
universal connectivity.
• The Web makes it easy
– The WWW has made high functional multimedia content
easily available to users worldwide.
• The costs of the network are shared across multiple
applications and borne by the end users.
– Businesses and consumers pay for their own connections
and then are free to use the network for their purposes.

Strategic Issues
• Concentration versus Empowerment
– The Internet allows direct access from businesses to
consumers and greatly reduces the costs associated with
distribution.
– This could lead to a great concentration of suppliers, or
to the opposite: the creation of tens of thousands of small
and medium-sized suppliers.
• New Competitive Challenges
– The Internet can bring formerly disjoint businesses into
direct competition.
– Costs and efficiencies must become competitive
worldwide.

Business Issues in Internet Commerce
• Internet commerce is about business: using
the network effectively to achieve business
goals.
– Current technology provides tools for reaching
business goals.
– If we do not have a clear idea of our business
goals in using the network, then technology
cannot help us to achieve them.

Business Issues (cont.)
• Business goals can also be changed to take
advantage of current technology.
– Technology often allows new kinds of
operations that were previously too expensive.
– For example, it is entirely appropriate to choose
a new focus on closer customer relationships,
using the Internet to communicate with
customers.
– Without the network, such a goal might have
been too expensive or difficult to achieve.

Business Issues (cont.)
• Business issues for Internet commerce cross the
entire range of business activities:
– How does Internet commerce fit with our strategy?
Should we change our strategy?
– What does this mean to our competitive situation?
– Do we expect return in the short term, or is this a long-
term investment?
– How much will it cost? What do we expect to
accomplish?
– How will we measure the success?
– How does this affect our sales channels, our partners,
and our suppliers?

Technology Issues in Internet Commerce
• There are two key technology issues:
– Which technology to use?
– How to deal with the fast pace of technological change?
• First issue: How to apply Internet technology to
business problems.
– E-commerce applications bring together many
technologies: the Web, databases, high-speed
networking, cryptographic algorithms, multimedia, etc.
– Putting them together to form a secure, high-
performance, integrated e-commerce system can be
challenging.

Technology Issues (cont.)
• Second issue: how to deal with the fast pace of
technological change?
– Any commerce system must be prepared to
accommodate and incorporate new technologies as they
become available.
– The key to such adaptability is a coherent system
architecture that clearly lays out what is to be
accomplished and why.
– By focusing on the fundamental principles we can adopt
new technologies that help us to achieve our goals, while
avoiding new technologies that may seem exciting but
do not really fit in with our goals or the system.

The Commerce Value Chain (CVC)
1. Attract customers
- Advertising, marketing: get and keep customer interest
2. Interact with customers
- Catalog, sales: turn customer’s interest into order
3. Act on customer instructions
- Order management: capture customer’s order , process
payment and fulfillment of order
4. React to customer requests
- Customer service: provide order tracking and technical
support

The CVC (cont.)
• Looking at the value chain for a business helps to
define areas of focus: what the business is best at,
or where the most emphasis should be placed.
• Consider 2 bookstores: one that emphasizes on
large selection, and one that emphasizes personal
service.
– A focus on large selection should require a
comprehensive database, and tools for searching for
books in different ways, etc.
– A focus on personalized service may result in forums for
discussions among customers, interaction between
customers and employees, etc.

The CVC (cont.)
• Thinking carefully about the value chain helps to
select the most important ideas from a long list of
possible activities in Internet commerce.
– The large bookstore may want to provide all of the
services of the smaller one, but if it does not focus on its
core ability (i.e., providing easy access to a large number
of books), it is much less likely to succeed.
• It is important to use the Internet to reinforce the
core strategy of the business, rather than trying to
do everything.
• It is also possible to work with partners to fill out
the value chain, so that each link is strong.

Components of the CVC
• Attract Customers
– Making an impression on customers and drawing them
into the information about products and services for sale.
– Achieved by paid advertising on Web sites, e-mail,
television, print, or other forms of advertising and
marketing.
• Interact with Customers
– Turning customer’s interest into orders.
– Content-oriented phase, including catalog, publications,
or other information distributed by WWW, e-mail, or CDs
etc.
– Content may be static or dynamic.

Components of the CVC:
Interact with Customers (cont.)
• Static content:
– Prepared pages that are sent to a customer on request.
– Must be re-created whenever the information changes.
• Dynamic content:
– Generated at the time of the request.
– Taken from information sources such as databases.
– Used when the content changes frequently or when the
natural storage medium for the information is a database.

Act on Customer Instructions
• When a customer makes a purchase, there must be
ways to capture the order, to process payment, to
handle fulfillment, and other aspects of order
management.
• Order processing:
– Includes the ability to group several items together for
later purchase (e.g., shopping cart).
– Allows the customer to add items, remove items, change
the quantities and so on.
– Computes additional charges (shipping costs, taxes).
– Presents the customer with an itemized order form
including all charges.

Act on Customer Instructions (cont.)
• Payment processing:
– Once the order is final, the buyer can pay for it.
– There are several payment methods (e.g., credit cards,
purchase orders, etc.), one of which must be agreed up on
by the buyer and the seller.
– The seller must be careful about imposing requirements
on the buyer: If the buyer must have a special software
package to handle payment, the population of buyers
would be much smaller.
– Completing this process does not necessarily mean that
funds have been transferred into the seller’s bank
account: Some payment instruments extend credit to
buyers to make the actual payment later.

Act on Customer Instructions (cont.)
• Fulfillment:
– If the ordered item is a physical good then the order is
forwarded to a traditional fulfillment system (e.g.,
someone picks up the item, packs it, and ships it.)
– Method for forwarding the order could simply be
printing out or faxing the order form, or could use a
more complicated interface to another computer system
such as EDI.
– If the ordered item is a digital good then there is a wide
variety of online delivery (e.g., software delivered online,
access to a database for a period of time, etc.)
– Delivering digital goods can be quite complex as we shall
discuss later

React to Customer Inquiries
• After a sale has been completed, the customer may have
some questions or may require some service.
• Some questions must be answered by a person, some can be
answered with an appropriate information system.
• A transaction system that keeps track of all of a customer’s
purchases can generate a summary statement.
• A more complicated example: How the system handle a
failure when delivering a digital good? (e.g., a network error
causes the download of the digital good to fail.)
• Customer needs proof of purchase (receipt) which is
accepted by the fulfillment server for another download.
• Designing systems that eliminate the needs for customers to
ask questions (e.g. the use of receipt above).

Building Customer Relationships with Internet
Commerce
• Good relationships with customers are one sign of a
successful business.
• It is always easier to keep a customer than to find a new one.
• From the Internet commerce perspective, we consider 2
issues:
– Improving the existing service for customers.
– Finding ways to apply new technologies to deliver better or
different service to customers.
• One of the best ways to build strong relationships is through
communication.
– Customers want to know about vendors and products.
– The Internet enables vendors to communicate with customers
in ways that are efficient for both parties.
• This communication capability can be used to provide new
services (e.g., up-to-date status information about an order
or service).

Marketing on the Internet: The Internet Is
Different from Other Media
• One of the most important properties of the
Internet is that everyone can be a publisher,
reaching the same worldwide audiences.
• This property defines how the Internet is different
from other media.
– The telephone allows one to call one person at a time,
limiting in time the number of people one can reach, and
requiring both people to be available at the same time.
– Traditional mass media (newspapers, television etc.) can
reach large audiences, but is limited by resources and by
the investment required to create and distribute the
medium.

Marketing on the Internet: The Internet Is
Different from Other Media (cont.)
• These limitations do not apply to the Internet.
– Using tools such as e-mail or the Web, the sender can
reach large number of receivers. Senders and receivers
do not need to be available at the same time.
• Implications:
– Small merchants can reach customers on the Internet
very effectively.
– Communication technology combined with databases of
customer information makes it possible to reach
customers as individuals.

Marketing on the Internet: Basic Questions
• Technology is no substitute for a good
understanding of the basic principles of
marketing.
• Basic marketing questions:
– Who is the customer?
– What does the customer need?
– What does the customer want?
– What message do you want the customer to
remember?
– How can information be presented to the
customer effectively?

Marketing on the Internet:
Understanding the Demographics
• The demographics are changing rapidly. What is
true today might not be true tomorrow, so it is
important to watch the trends and how they might
affect the market plan. Increasingly, it is true that
everyone is on the Internet.
• Focus on the demographics of target customers,
rather than searching Internet demographics for
interesting potential customers.

Marketing on the Internet:
One-to-One Marketing
• The Internet is an ideal medium for one-to-one marketing
in which a business can tailor the messages to
individual customers based on their known interests,
likes, dislikes, and buying histories.
• A Web site can identify customers before they browse a
catalog and then use those identities to customize the
presentation.
• The customization can take many forms (e.g., selecting
which items to display, providing targeted special
offers, inserting advertisements of likely interest, etc.).
• Even when customers are anonymous, their behavior
may provide some clues that are useful in tailoring a
message.

Marketing on the Internet: Advertising
• Advertising on the Internet takes many forms.
• One of the simplest is a Web site describing
products or services for sale.
• Just having a Web site provides no guarantee that
customers will visit, so ads are placed in many
other locations (e.g., other Web sites, search
engines etc.).
• Demographics issues: A good site for advertising
need only be popular with potential customers,
not necessarily popular with the Internet at large.
• Advertising on the Internet should be done with
care: Sending unsolicited advertising to Internet
mailing lists (spamming) is widely unacceptable.

Doing Business Internationally
• The Internet brings people and organizations
together around the world. This gives any online
business the potential to reach customers around
the world and to become a true international
business.
• International business issues are not so simple:
– Problems of currency conversion, presenting messages in
several languages, import/export laws and tariffs, etc.
• Let us discuss some important issues in creating
an effective international online business.

Doing Business Internationally:
International Software
• The most important aspect of software for use in
different countries is that the presentation (such
as the user interface) can be adapted to local
conventions.
• In many cases, this means translating all the
displayed information into local languages.
– The software must be able to display whatever character
set is required.
– The software must be capable of using the translated
messages.
– The software must be able to handle the local currency.

Doing Business Internationally:
International Content
• Aside the translation of text, true internationalization of
content requires extensive work. Here are some issues:
• References to local geographies, people, and news events do
not translate well.
• Humor does not translate well.
• Words (particularly product names) may have very
different interpretations in different countries.
• Trademarks work differently in different countries.
• Colors (used in corporate color schemes and logos) make
different impressions in different cultures.
• These issues are well understood by multinational
companies, but represent serious problems for smaller
companies that want a global presence.

Doing Business Internationally: Privacy
• Many countries, especially in Europe, have strict laws
governing the collection and use of personal information
about consumers.
• Any online business operating in such countries must be
sure that its systems comply with the local law.
• It is a good business practice to inform customers of what
kinds of data are being collected, and how the data is being
used.
• Most consumers know very little about issues of privacy
online, so they may have unrealistic expectations.
• By explaining the relevant privacy issues up front, a
business can avoid later problems if customers feel their
privacy has been compromised.

The Legal Environment
• The rapid development of computer and
communication technology has presented many
challenges for legal systems.
– The ability to gather, correlate, and search large volumes
of information about individuals and organizations
raises questions of privacy.
• Since business operates in a legal environment,
we must take it into account when developing
strategies for Internet commerce.
• Legal systems will not change overnight, but they
may certainly adapt to new requirements that
arise from Internet commerce.
• Let us look at some important legal issues in
planning systems for Internet commerce.

The Legal Environment: Taxation
• Since businesses are legally obligated to pay
taxes, it is important for software systems to
compute taxes and keep the necessary records.
• Computing taxes can be very complicated:
– So many factors: the type of good or service for sale, the
parties involved, the locations of the business, the
location of the buyer, etc.
– Rules for taxation differ from country to country.
• It is important for online businesses to be alert for
changes in tax laws that may affect their
operations.

The Legal Environment: Digital Signatures
• Electronic documents cannot be signed by hand,
but cryptography has given us a tool to
accomplish the same purpose: digital signatures.
• A digital signature on an electronic document can
be used in many respects just as a handwritten
signature is used.
– E.g., An electronic contract can be digitally signed by the
parties, just as paper contracts are signed by hand.
• Several countries have passed legislation that
recognizes digital signatures.

The Legal Environment:
Regulation of Cryptography
• Cryptography encompasses encrypting data for privacy,
providing reliable means of verifying identities, recording
digital signatures, and ensuring that there has been no
tampering with messages and documents.
• In some cases, the use or sale of cryptographic technology is
regulated. The regulations differ from country to country.
– The U.S. used to restrict the export of strong
cryptography in mass-market software. Today, such
applications must be licensed for export.
• Regulation of cryptography may affect the security of the
Internet commerce systems.
– If the customer’s system has weak security, then the
overall security of the transaction is also weak.
• The lack of uniformity means that it is harder to build
confidence in the security of the global Internet commerce
infrastructure.

References
• G. Winfield Treese and Lawrence C. Stewart.
Designing Systems for Internet Commerce (2nd
edition): Chapters 1 & 2. Addison Wesley.
• Dr. Thomas Tran Slides

1 Basic E-Commerce Concepts for it 2ndt year

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