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Kunnskapskilden – E-Business
Kunnskapskilden – E-Business –
E-Business, E-Customer, Relationship and Interactivity
Dissertation
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 3 |
The E-Retailer Commerce |
Chapter Three E- Retailer Commerce3.1 Introduction |
3.4 |
Agents, intelligence agents and technology |
As mentioned before technology has contributed to an explosive growth both in the business and customer sectors of the retail industry within the past decade. The Internet, and especially the World Wide Web, has connected people across cities and continents. This new communication channel has dramatically changed the way people learn, entertain and shop. It has also give rise to a whole new class of programs, software agents that help people find information on the web.
Agents, also called Bots and Spiders, are programs that perform simple functions for people. Most agents are used to search through information, the users tell an agent what they want to find, and it finds it for them.
Agents are computer programs that adapt to a user’s personal needs and preferences in order to make the life easier. They are the perfect way to perform the methodical tasks that currently take up so much of our time online. Several different kinds of agents are currently in existence or in development.
One type of agent, the shopping agent, is designed to facilitate E-Commerce. Shopping agents help the E-Customers find the products or services they want at the best price. Examples of such agents include for instance Excite’s Jango, C|NET’s Shop-per.com, and Andersen Consultant’s original shopping agent, BargainFinder.
Until recently, agents could only be accessed via a desktop computer at home or at work. With the advent of personal digital assistants (PDAs) and wireless Internet connections, however, these agents are now accessible from virtually anywhere.
With customers able to find the best price regardless of where they shop, the physical retailer is left at a disadvantage. On the other hand the E-Retailer will be living in a pricewar area with much harder competition than a lot of retailers are aware of.
Forrest (1999: 39) writes “despite all the media hype about intelligent agents the functionality of agents has generally been unable to keep up with the high expectations of users. The majority of intelligent agents currently available to the average Web user tend to be rather task-specific”
He present the following types of agents:
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According to Siegel (2000) we have:
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In the table below an overview of the different categories of bots:
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Table 3.3 Categories of bots
Internet computing delivers a lot of opportunities for business and commerce across a globally connected world. The opportunities to improve customer-to-business interaction, such as; customer support, products and services, and education and training are now universally accessible through a browser. Small and medium businesses have significant opportunities to expand business exposure in marketing services and products to a vast and growing audience of Internet users. Enterprise and globally diverse businesses have new opportunities to enhance business processes, such as; orders, manufacturing, and sales processing through the Internet and thus reducing significant costs in building or maintaining their own legacy global networks. The opportunities for commerce and business automation across the Internet seem endless and represent the next great paradigm in Internet computing.
GartnerGroup (2000) classifies companies as Type A, B or C based on the aggressiveness with which they adopt and use technology. Briefly defined:
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1999 signaled the start of a shift in the market according to GartnerGroup. GartnerGroup could see that the market was starting to be dominated by Type B enterprises
| The shift to a Type B market involves the following: Change No. 1: The Need for Vertical Systems.Change No. 2: The Need for Prepackaging.Change No. 3: Less Additional Functionality.Change No. 4: Emphasis on User Interface. |
“Businesses today must build their networking infrastructure around legacy systems, existing investments, and the future of Internet computing. The building blocks towards enabling rich electronic commerce should not require companies to abandon their reliable, existing infrastructure or business practices – rather, it should build upon and extend – giving customers the freedom and flexibility to lower costs of ownership and maintenance over time. The flexibility to add commerce-enabled services to your existing network – with minimal risk, minimal effort, while maintaining the control and the integrity of your network is critical.” (GartnerGroup, 2000)
The essential building blocks for commerce across the Internet are:
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The retailer need to consider four topics before venturing into or expanding their e-business capabilities:
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Weis (1999) writes: “In addition to the alphabet soup of standards that governs the Internet, e-commerce employs several of its own standards, most of which apply to business-to-business transactions”
These are:
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One of the most important and difficult decisions the E-Retailer has to take is which technology and what kind of combination he should choose. Today it is so many possibilities and the pace of change so fast that a lot of companies have to make sure that they get some good advises before starting. A scalable solution is a necessity otherwise the E-Retailer will have to invest a large sum of money to chose new suppliers.
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