consumer behaviour and customer relationship management on online perchase
TRANSCRIPT
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Vijay
Maharaja
Sandeep Jr
Binayak
Rajesh
Online Consumer Behaviour
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Online Consumers
• Growth & penetration of the internet
• Rise of internet in India
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Indian Internet Services
• Information-seeking
• Connection sites for jobs
and matrimonial
• Online transaction sites
• Travel portals
• Social media
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Digital divide & the future of the internet
• Bridging the Gap
• Dimensions of the Divide
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Advantages Of Closing The Digital Divide
• Economic equality
• Social mobility
• Democracy
• Economic growth
• Rural areas access
• Disabilities
• The 50x15 Initiative
• Wireless Devices
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Characteristics of the internet that aid E-commerce
• The ability to inexpensively store vast amounts of information at
different virtual locations
• The availability of powerful & inexpensive means of searching,
organizing & disseminating such information
• Interactivity & ability to provide information on demand
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Products & Services Customers Buy Online
• Search Goods vs. Experience goods
• Information Intensiveness
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Inside the Internet Marketing Exchange Process
• Information overload
• Bunkering
• Security & privacy concerns
• Home & work boundaries are
dissolving
• Anywhere anytime convenience
• Time poverty
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Inside the Internet Marketing Exchange Process (Continued)
• Demanding expectations
• Self service is required
• Sophisticated consumers
• Personalization's expected
• Easy operations
• Multiple channel shopping
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Online Customer Decision Making Process
• Need recognition & problem
Awareness
• Information search
• Evaluation of Alternatives
• Purchase
• Post purchase evaluation
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Customer Concerns In Online Purchase
PRIVACY & SECURITY CONCERNS:
• Credit and debit card information
• Social security
• telephone numbers
• online payments
• Cookies in shopping sites
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Precautions For Online Purchase Concerns
• Secure website
• Reputable website
• E-mail subscription
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Trust
• Seals of approval
• Brand
• Navigation
• Fulfillment
• Presentation
• Technology
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Mobile Based Marketing
Definition :
Mobile marketing can be defined as “the use of the mobile medium as
a means of marketing communication”, the “distribution of any kind of
promotional or advertising messages to customer through wireless
networks”.
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Types Of Mobile Based Marketing
SMS Marketing
MMS
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Types Of Mobile Based Marketing (Continued)
Push notifications
In-game mobile marketing
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Types Of Mobile Based Marketing (Continued)
Mobile web marketing QR codes
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Types Of Mobile Based Marketing (Continued)
Proximity Systems Location-based services
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Types Of Mobile Based Marketing (Continued)
App based
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Customer Behaviour In B2B Marketing
• B2B is a industry sponsored market place
• It is set up by a large companies for their suppliers and customers
• B2B is significantly different from B2C
• B2B is successful in some of the industrial inputs they are benefited
by internet transactions such as
• Reduced procurement costs
• Online ordering
• Tighter inventory control
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E-commerce B2B model
B2B from commerce is being derived from two sides
• To use technology
• Developing new ideas and conception
B2B e commerce is used for following purpose
• To attract, develop, retain and cultivate relationship with customers
• To deliver the right products and services to customers quickly and cost effectively
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Development Of B2B E-commerce Model
The company does not use e-mail and has neither internet access nor a company website
E-mail is used widely with trading partners
The business uses internet to interact with their customers
The business uses internet technologies to extend integration
The business uses online exchanges, e-market places and related services
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Impact Of B2B E-commerce On Business Processes
• Procurement processes
• Order fulfilment
• Problems and inhibiting factors
• extensible Mark up Language(XML)
• E-market places
• B2B vertical e-mediaries
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Customer Behaviour In B2G E-marketing
• Business to government e-commerce (B2G) network allows business to bid on
government rfps
• PSU tenders in the form of rfp”s ,rfq”s
• B2G is one of the growing sectors in e-commerce
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Social Media Marketing
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Foursquare
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Blogs
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Yelp
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YouTube
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Social Media Marketing Techniques
Targeting eWOM
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Social Media Marketing Techniques
COBRAs Affiliates
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Implications On Traditional Advertising
Leaks
Minimizing use
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