2.2 The new digital world

 

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

 

 

KunnskapskildenE-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 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

Appendix

 

 

Chapter 2

Business in Cyberspace 

 

Chapter Two Business in Cyberspace

2.1 Introduction
2.2. The new digital world

2.3 The Net Economy
2.4 The interactive marketplace
2.5 Business in Cyberspace
2.6 E-Business, Organisation and Culture Change
2.7 Trends
2.8 Web Design, Usability and Communication
2.8.1 Web Communication
2.8.2 Web Design and Communication
2.8.3 Usability
2.9 Interactivity, Flow and Stickiness
2.9.1 Interactivity
2.9.2 Flow
2.9.3 Stickiness
2.10 Summary

 

 

2.2

The new digital world

 

 

The Emerging Digital Economy report describes the challenges that lay ahead.

 

“The digital revolution is just beginning. The emergence of cyberspace as a significant place to do business is a fundamental shaping force
that will transform business and society. Growth will accelerate in the coming years across all sectors of the economy
as the number of people connected to the Internet increases and as its commercial use grows.” (Clinton, 1997)

 

The Electronic World is a world supported by digital technology and the Internet is providing access to information in businesses, in schools, homes and on the road.

 

In the digital world, the interaction between the customer and business becomes more intimate and immediate. The customer is empowered to influence the way products and services are delivered and the very nature of the product itself by providing immediate feedback and proactive recommendations on product and/or service requirements.

 

The transition from the Old World of business management to the New World of e-customer is unique.
Before 2000, companies pushed products through the channel to waiting customers.
After 2000, customers pull products and services through on demand.
By 2010, most buyers will be connected, completing the Customer-Led Revolution. (Siegel, 1999:2)

The computer’s power to process at high speed and store information at low cost has combined with the telecommunication network’s ability to reach hundreds of millions of people and businesses round the globe to create a new environment for doing business.  The new connectivity created by the Internet is creating enormous opportunities to improve customer service, reduce cycle time, become more cost effective, and sell goods, services, or information to an expanded global customer.

In the field of online education and entertainment, for example, the customer becomes an integral part of the product itself, as they interact with the information and each other online. Unlike the physical world, in the virtual world the individual slips between the multiple roles of teacher, customer, parent and businessperson.

The Internet is much more than a new channel for commerce and communication. It is a force that is levelling the playing field in favor of proactive and customer–led companies who understand how to offer personal service on a global scale using the Internet.

The first-movers on the Net have proven that online business is not only possible, it’s profitable. They’re reaping huge advantages from real-time interactions on the Net with their customers, partners, employees, and suppliers.

 

The growth will be driven by four types of activities: (Clinton, 1997)

  • Building out the Internet
  • Electronic commerce among businesses
  • Digital delivery of goods and services
  • Retail sale of tangible goods

 

Download Dissertation

 

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