Chapter 11Chapter 11Team WikiTeam Wiki

Jen RuzziJen RuzziKatie AlexoKatie Alexo

Greg FriedrichGreg FriedrichErin McCarthyErin McCarthy

UKUKWhat’s the article about•Most Efficient Path to Customers•Single Point of Accountability•Build to Order•Low Cost Leader•Standard-based Technology

How it relates to the chapter•Provides great customer service•Direct distribution•Time Utility: When the customer wants to buy, 24/7/365 purchasing website•Place Utility: Where the customer wants to buy, website•Builds a great relationship with their customers

Who Are you Gonna Click to Call?

What’s the article all about:

•shopping cart abandonment is becoming a huge issue and it needs to be solved•66% -90% shopping cart abandonmentConsumers enjoy going to retail stores•Consumers still like the idea of the "bricks and mortar" store•Solution: Customers can talk to sales representatives online (click to call) ACAu offers this type of service

How it relates to the chapter:•Shopping cart abandonment, as defined in the book on page 299, is leaving a basket before a sale is completed.•How current websites are able to correct the situation…..

Web BotsWeb BotsWhy we Picked the Article• eCRM-solving customer problems and satisfying their needs

and wants Shopping cart abandonment-leaving a shopping basket before purchase

What the Article is all about• Web Bots enhance self serve experience"

mimic human shopping habits, makes recommendations and reduces costs

How Article Relates to Chapter• Virtual learning agent system improves customer

relationship • Communicates directly with customer and convert

1st time buyers into lifetime customers• Increases view to buy rates and decreases shopping cart

abandonment

Record Numbers Go Online Shopping: Traditional Record Numbers Go Online Shopping: Traditional Companies Turning ETailersCompanies Turning ETailers

What’s the article about

• Pressures facing etailers • Amazon.com- one of the pioneers of etailing• Etailing creates the need for costly facilities• Amazon.com tripled its earnings in the 3rd quarter of the

current year• Brand loyalty more important• In 2004, Americans spent $144 billion online

How it relates to the chapter

• 3rd Significant transformation in the retail industry• 70% of etailers are bricks-and-clicks (multi-channel

distribution strategy)• In 2003, an estimated 55% of revenues are from internet sales• Retailers must make a number of key decisions• Benefits vs. Costs of going online

ResourcesResources• http://wwp.greenwichmeantime.com/time-zone/europe/uk/

website/stores/dell-computer-uk/index.htm pg 281-282

• http://www.prnewsnow.com/PR%20News%20Releases/Technology/Telecommunications/Who%20You%20Gonna%20Click%20To%20Call... Pg 299

• http://archives.cnn.com/2000/TECH/computing/02/14/

bots.idg/index.html pg.299, pg. 301-302

• http://www.cnn.com/2004/TECH/12/23/spark.etailing/index.html pg. 297-299