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Agregando Valor a través de

Explore the Internet Value Chain's impact on building global relationships, efficient operations, and enhanced customer experiences in e-commerce. Learn to leverage the virtual value chain for market expansion and improved performance. Source: Cronin 1994, Rayport and Sviokla 1995.

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Agregando Valor a través de

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  1. Agregando Valor a través de Comercio Electrónico Ramiro Montealegre University of Colorado, Boulder

  2. How Value is Created Customer Customer EXCHANGE EXCHANGE Content Context Infrastructure Content Context Infrastructure Brand Brand Marketplace Marketspace

  3. Internet Value Chain: Customer Relations Internet Capability Benefits to Company Opportunities for Advantage Marketing and Sales and Support and Product Research Distribution Customer Feedback Data for market Research new Access to customer research customers comments on-line Establishes Low cost More staff in contact consumer response distribution with the customer to new products method Environmental Multiple contact Immediate response Scanning points at no to customer problems incremental cost Incremental market Lower cost Enhanced customer share margins satisfaction Source: Cronin 1994

  4. Internet Value Chain: Inputs from Suppliers Internet Capability Benefits to Company Opportunities for Advantage Pricing and Delivery/Order/Tracking Product Ordering On-line Inventory Support Easy, efficient Faster turnaround Direct access to access expertise Information Improved Interactive constantly updated planning Not locked in to Less inventory Faster problem proprietary system stockpiled resolution Lower cost of Faster, more flexible Improved reliability obtaining materials delivery and performance Source: Cronin 1994

  5. Internet Value Chain: Internal Operations Internet Capability Benefits to Company Opportunities for Advantage Global R&D/ Collaboration Location-independent connectivity sharing/distributed resources Work Savings in Facilitates business Flexible work telecommunications partnerships and arrangements joint ventures Improves connec- Shortens develop- Telecommuting and tions to business ment time contract employees partners/customers Promotes global Disseminates Virtually teams based awareness resources more on expertise, not broadly location International Flexibility & effectiveness Increased reach in information-based activities productivity Source: Cronin 1994

  6. The Customer Continuum CUSTOMER NEEDS INTERNET RESOURCES company material home page new products, announcements MARKETING gopher server specific information newsgroups direct e-mail product description commercial platforms ordering options SALES privacy enhancements remittance on-line electronic catalogs individual problem resolution help desk changes & updates SUPPORT fixes & updates general product support user discussion groups Source: Cronin 1994

  7. Building the Virtual Value Chain Physical Value Chain Inbound Production Outbound Marketing Sales Virtual Value Chain Source: Rayport and Sviokla, 1995

  8. Exploiting the Virtual Value Chain Physical Value Chain Inbound Production Outbound Marketing Sales Virtual Value Chain Inbound Production Outbound Marketing Sales Source: Rayport and Sviokla, 1995

  9. Value Matrix: Building Relationships Physical Value Chain Gather Organize Select Synthesize Distribute Virtual Value Chain New Markets New Markets New Markets Source: Rayport and Sviokla, 1995

  10. Implications for Managers The Law of Digital Assets New Economies of Scale New Economies of Scope Transaction-Cost Compression Rebalancing Supply and Demand Source: Rayport and Sviokla, 1995

  11. The Virtual Value Chain C u s t o m e r Content Place Space Context Infrastructure Value Chain Interface Demand

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