vodafone ppt

• Maggie Bahaa• Amr Tarek Gougou• Engy El-Bagoury• Marwan Raof• Mark George

History

• Public limited company, Incorporated in England

• It has got a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States

Mission

• Capturing the potential of mobile to bring socio-economic

• Delivering progress against stakeholder expectations

• Ensuring that their operating standards are of a consistent and appropriate level across the Group

Vision

• To be one of the most trusted companies in the markets

• Operate and to ensure that their customers are satisfied with their service and in control of how they use it.

BELIEFS, VALUES AND ETHICAL PRIORITIES

• Passion for customers• Passion for their people• Passion for results• Passion for the world around them

Six main components of running a Vodafone ecommerce store.

• Merchandise and audience size• Security• Placement• Presentation• Payment• Fulfilment

Merchandise & Audience size

• Bandwidth:the amount of data that could be sent through a connection at once.

• Processing power: is the amount of data that could be processed by a website at a given time

• Data storage capacity: data that is added to the server

Security

1- Passwords:it’s a way of identifying customers who have access to the online store

2- Encryption:data have to be written in a special form that only the sender and intended recipient can read.

Placement

• Is an important determinant of traffic for an e-commerce store.

• The company must make sure the online links are easily accessed and highly visible to customers.

• Through search engines.• Competition• Convenience

Presentation

• Store LayoutHelps e-commerce stores draw and retain

customers.– Ensure your customers see what you want them

to see.– Know your customer.

• Online customer service– lack of direct interaction– Email, chat rooms, Discussion groups…

Payment

• E-business in general is a cashless society.• Payment method: via credit cards• Security of the payment process– Transfer of data from customer's computer to the

e-commerce company.– Transfer of data from the merchant to the

payment processors.– The protection of customer data stored in

merchant's database.

Performance Gap

• Is the behavioral area not performed to standards when measuring task performance.

• Where are we?• Where do we want to be?

• GAP=expectations-Perceptions

Performance Gap

• Two main gaps for Vodafone:1. Between consumer expectations and

management perception .2. Related to perceived service and expected

service.

Recommendations

• Implement an online purchasing system.

• The customer decision process.

• A section for customers’ inquiries and requirements.

Business Model

1. Value Propositions and Value Clusters.A. Target segment specification.

B. Specification of focal customer benefits.

C. Key resource the business has that can help it deliver the benefit package in a significantly better way than competitors.

Business Model

2. The online offering.– Identify the scope of the offering.

– Refers to the number of categories of products and services that the firm offers.

– Identify the Customer Decision Process.– Problem recognition– Information search– Evaluation of Alternatives– Purchase decision– Satisfaction– Loyalty– Disposal

– Map products and services onto the customer Decision Process.

Business Model

3. The resource system– It shows how the company must select then use its resources to deliver its

benefits and value.

• In order to make it applicable to the online marketplace:• Shift from physical world to virtual and physical world• Shift from a sully-side focus to a demand-side focus • Shift from resources benefits• Shift from single to multiform systems

• Steps: – Identify core benefits in the value cluster– Identify resources that relate to each benefit– Identify to what degree the firm can deliver each benefit– Identify partners who can complete resources

Business Model

4. Revenue Models– Advertising– Product, services, or information sales– Subscription– License fees.

QUESTIONS ???