1 / 26

Business-to-Consumer

Business-to-Consumer. Presented by Stacey Riegel Spring 2003. Business-to-Consumer. Defined The Business Side The Customer The Business/Customer Relationship B2C and the Real World Exercise Summary Reading List. What is Business-to-Consumer?. B2C E-commerce E-business. E-tailing.

gerry
Download Presentation

Business-to-Consumer

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Business-to-Consumer Presented by Stacey Riegel Spring 2003

  2. Business-to-Consumer • Defined • The Business Side • The Customer • The Business/Customer Relationship • B2C and the Real World • Exercise • Summary • Reading List

  3. What is Business-to-Consumer? • B2C • E-commerce • E-business

  4. E-tailing • B2C = 10% • B2B = 90%

  5. The Business Side • Benefits Vs. Challenges • The Market • Needs of the Consumer • Continuous Research

  6. Benefits to B2C • Reduce Intermediaries • Reduce Labor Costs • Shorter Transaction Times • Improved Customer Service • Expanded Market

  7. Challenges • Costly • Organization Wide Commitment • Continuous Change • New Intermediaries • Scaleable & Flexible Supply Chain

  8. New Age Intermediaries

  9. The Competitive Edge • Quick to Evolve • Solutions to Offline Compromises • Personalized Service • Strong Brands

  10. The B2C Customer Empowered byTechnology

  11. Consumer Concerns • Privacy • Security

  12. Consumer Frustrations • Lengthy Web Forms • Complicated Sites • Minimal Assistance • Undisclosed Expenses

  13. Building the Business/Consumer Relationship • Unique Service for the Consumer • Trust

  14. The Strategy • Converting Visitors to Buyers • CRM • Web Assurance Services

  15. About CRM • Customer Relationship Management • Developing Customer Profiles • Forecast Customer Behavior

  16. CRM Advantages • Committed Customer • Lower Sales and Service Cost

  17. Building Trust • Higher Standards of Privacy • Web Assurance Services • Disclosure of Sales and Privacy Policies

  18. Web Assurance Services • BBBOnline (www.bbbonline.org) • CPA WebTrust (www.cpawebtrust.org) • VeriSign (www.verisign.com) • TRUSTe (www.TRUSTe.org)

  19. B2C – The Real World • Nexchange – solving the abandoned shopping cart case • Lands’ End – an e-commerce pioneer

  20. Nexchange and The Abandoned Shopping Cart Case • Average abandonment rate = 2/3

  21. Attacking the Problem • Decrease Abandonment • Increase Sales

  22. Lands’ End – Leadership in B2C “What’s best for the customer is best for Lands’ End” • Personalized shopping accounts • Virtual Model • Easy Returns www.landsend.com

  23. The 8 Best Practices Bill Demas, VP of Marketing – Vividence, San Mateo, Calif. • Disclose all costs • Show user’s what’s in their carts • Allow customers to change orders • Save cart contents for return visits

  24. 8 Best Practices Continued . . . • Easy use of special promotions • Beef up customer service • Encourage shipping to multiple destinations • Short forms

  25. The Customer - The Key to Success

  26. Reading List • Customer Relationship Management and E-business: More Than a Software Solution, Review of Business; Jamaica; Winter 2003; Edna Johnson Ragins; Alan J Greco; vol. 24, issue 1, pp. 25-30 • Web Assurance Services: What Internal Auditors Need to Know, Internal Auditing; Boston; Nov/Dec 2002; Conni Lehmann; R Steve McDuffie; Bruce Runyan; L Murphy Smith; vol 17, issue 6, pp. 17-23 • Failure to Assure Security Seen Behind Slow Growth of Online Shopping; BusinessWorld; Manila; Jul 2, 2002; Elanore C Sanchez, p. 1 • B-to-C Advertisers Learn Online Tricks From Biz Colleagues; Marketing News; Chicago; Jun 24, 2002; Deborah L Vence; vol 36, issue 13, p. 4 • How Online Retailers Can Attract Customers; Business Times; Kuala Lumpar, Mar 10, 2000; Jennifer Jacobs, p 5 • E-tailing Survival Guide; eCompany Now; Dec. 2000; Stacy Perman • Operations Management 4th Edition; Roberta S. Rusell, Bernard W. Taylor III • Land’s End: IBM technology a perfect fit for its B2B solution; an IDC e-business case study; www.3.ibm.com

More Related