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1.1 Introduction


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Kunnskapskilden –  E-Business





E-Business – Nøkkelområder

E-Business – Sjekkliste Strategi

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E-Business – Online Community

The E-Business, the E-Customer, their Relationship and Interactivity



KunnskapskildenE-Business –
E-Business, E-Customer, Relationship and Interactivity


The E-Business, the E-Customer,
their Relationship and Interactivity 

Jan Vig


Dissertation  av Jan Vig om E.Business, E-Customer, Relationship and Interactivity  (286 sider) i forbindelse med Masterstudie i Information Technology and Communication Juni 2000.


The E-Retailer Business, the E-Customer,
their Relationship and Interactivity

Table of Contents

Chapter One Introduction to the study

Chapter Two Business in Cyberspace

Chapter Three E- Retailer Commerce

Chapter Four E-Customer, Relationship and Interactivity

Chapter Five A Successful Case study – Amazon.com

Chapter Six The Future, Critical Success Factors, E-Business Strategy, Results and Conclusion




Chapter 1

Introduction to the study 


Chapter One Introduction to the study

1.1 Introduction
1.2 Statement of the problem
1.3 Significance of the problem
1.4 Definitions
1.5 Overview of the dissertation





Electronic Business is the economic growth engine for the 21st Century. Electronic Business is global and is, or will soon be, integrated into the lives and work patterns of the industrialized world.  However, this encouraging prediction is not made without a clear understanding of the range of barriers and difficulties that must be overcome in order to fully benefit from the tremendous growth of on-line goods, services, entertainment and information resources.  Barriers to Electronic Business’s full potential exist in technology, business practices and policy areas. As many of these barriers are like links in a chain, each must be addressed.

«Today, the emerging e-economy is placing the customer in control and changing the very nature of customer relationships.
Customer expectations around speed, service and quality continue to rise, while customer loyalty grows increasingly uncertain.»  (Renner, 2000)

Customers now have more choices available to them than ever before. To ensure that the company’s product or service becomes and remains their preference, the company must make certain that the value it provides is better than that of the competition. It’s no longer a matter of simply satisfying the customers. Customers’ needs must be exceeded to ensure their loyalty. Customers now expect ‘Personalisation’, and it is requisite that a company understands the specific, individual needs and offer solutions that meet their needs and intentions better than competitive alternatives. The end result of the company’s efforts is that it has gained the trust and loyalty of valued customers.

In the future, the question will not be «What will people buy online?» but rather «What won’t people buy online?» By 2010, 30% of North American retail sales will occur online. Retailing is in for a mega shake-out. Bricks-n-mortar stores will get hammered by click-n-order e-tailers. Millions of square feet of retail space will be redundant. Even the online product categories will be dominated by a mere handful of brand-name sites.  (Feather, 2000)


This dissertation will focus on four critical success factors that drive all E-Business categories that from the dissertation’s point of view are the most important one:

  • Customer Satisfaction.
  • Design and Usability.
  • An efficient, continuing and complete E-Business development process.
  • An E-Business understanding.



In particular, the dissertation will focus on E-Retailing and the importance of a thoughtful and complete E-Business development process that will maximise the return on investment (ROI). The role of communication in developing conversation among the E-Retailers and their customers through web design, usability, interactivity, flow and stickiness is presented.

The dissertation will define E-Business, and the drivers for success will be explained.

Also discussed will be the evolution of E-Business and future trends. Further E-Retailing, the E-customer and the current state of play will be presented, opportunities, barriers and challenges, the success factors and the techniques of e-shopping. Finally, the dissertation will provide a proposal with criteria for how an E-Retailer web site can be evaluated and what kind of lessons can be learned from a successful E-retailer such as Amazon.com.

The dissertation will include recommendations on a complete E-Business development process with the aim of achieving a competitive position for the E-Retailer and achieve great customer satisfaction.

Last but not least it is important to point out that the dissertation is presented more for the needs in the industry than the needs of the academic world. Therefore it has taken into consideration that it is essential to show the retailers a lot of sources of value for their decision about going online than what is common in some dissertations. This has been done deliberately, instead of rewriting.


Throughout the whole dissertation it is one aspect that are repeated again and again and that is for the retailers:to be customer focused instead of management led
and product oriented
.This is the most important aspect that
the dissertation defends.


Download Dissertation


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ORG.NR: 977 505 992

Jan Vig
Daglig leder

Kirkeveien 35, NO-1710, SARPSBORG
Mobile : +47 414 43 727
e-mail: ja-vig@online.no
Web: www.slowdown.no ,www.intelligence.no , www.risikoledelse.com

Copyright © 2000-2015 VIG CONSULTING

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