E-Business_Operations_lecture_2.pptx

E-Business_Operations_lecture_2.pptx - LECTURE 2 E-Business...

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L E C T U R E 2 E-Business Operations
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Differences in businesses and customer purchase transactions B2B describes commerce transactions between businesses, such as between a manufacturer and a wholesaler, or between a wholesaler and a retailer. B2C (sometimes also called Business-to- Customer ) describes activities of businesses serving end consumers with products and/or services.
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General Buying Cycle 1. Acknowledging the need 2. Awareness 3. Research 4. Consideration (the short list) 5. Evaluation 6. Purchase 7. Applications 8. The Experience 9. Reaction 10. Opportunity for advocacy
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Differences between B2B and B2C sales Process B2B B2C 1. Speed of Sales Process Comparatively slow Comparatively fast 2. Number of Decision Makers Usually more Usually less 3. Simplicity of Buying Process Mostly time taking and complicated Simple 4. Quantity of Leads Less leads More leads 5. Role of Emotion Involves less emotions More emotional 6. Value of Sale Mostly large values Small value 7. Uniformity of Offer Tend to be a more customised product offering Less customisation
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Differences between B2B and B2C marketing B2B B2C Relationship driven Product driven Maximize the value of the relationship Maximize the value of the transaction Multi-step buying process, longer sales cycle Single step buying process, shorter sales cycle Brand identity created on personal relationship Brand identity created through repetition and imagery Educational and awareness building activities Merchandising and point of purchase activities Rational buying decision based on business value Emotional buying decision based on status, desire, or price
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Differences between B2B and B2C customers B2B buyer B2C buyer often understands your product/service better than you do looking for the best price wants or needs to buy products or services to help their company stay profitable, competitive, and successful often looks for trusted brands has high interest in – and understanding of – your product will research the competition prior to shopping interested in quality customer service interested in quality customer service
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B2B and B2C Customer Service innovations from B2B to B2C From B2C to B2B provide value-based service add human touch when automate online interactions promise service levels and deliver on them Exploit consumer-centric interaction channels and rich media
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