UNIT 1

ELECTRONIC COMMERCE

WHAT IS E-COMMERCE EXPLAIN THE TYPES OF E-COMMERCE?

Ecommerce, also known as electronic commerce or internet commerce, refers to the buying and selling of goods or services using the internet, and the transfer of money and data to execute these transactions. Ecommerce is often used to refer to the sale of physical products online, but it can also describe any kind of commercial transaction that is facilitated through the internet.

FUNCTIONS OF E-COMMERCE:-

1.Anybady can easily set up a website at low cost. To market a product large retail showrooms are not required.2. easy to creat global market 3.Easy to access market and product.4. pre sales enauiles through internet 5.e-commerce provide multiple market opportunity like purchasing, selling etc6.Easy to make advertisement of product7.Easy funds transfer8.After sales, services becomes easy9.Development of technology10. Reduce the sales costTypes of e-comme E-commerce transaction or electronic commerce business models can generally categorized in following categories.*. Business to business*.business to customer*.customer to customer*.customer to business1.Business to business:- Here the companies are doing business with each other. The final customer is not involved so the online transaction only involved the manufactures, wholesalers, retailers etc.Advantages of B to B1. Improving the speed of communication 2. Higher customer retention rates in business3. Lower customer acquisition costs4.Improving business and market intelligence

5. The opportunity to expand the business.Disadvantages of B to B1. Low barriers to entry for competitors2.Limited market opportunities3.Long purchase decision time4. Inverted power structure5.Lenghty sales process2.Business to customer:- Here the company will sell their goods and services directly to the consumer. The customer can browse their website and look at products, pictures, read reviews.Then they are place their order and the company ships the goods directly to them.Ex: Amazon, Flip kart, Club factory etc.

Advantages of B to C:-1. Reduced marketing and advertising expences to complete on equal balance with much bigger companies.2. Its eliminate middlemen3. Reduce customer services and sales supporting services.4. Reduce transactions costs5. Better way to deal with dealers and suppliersDisadvantages of B to C:-1. Customer only locally and limited to certain area2. Need staff that gives customer services and sales support services.3.Customer to Customer:- Where the customers are direct contact with each other. No company is involved. It helps people sell their personal goods and assets directly to an interested party. Usally goods traded are cars, bikes, electronics etc.Ex: OLX, Quikr etcAdvantages of C to C:- 1. Customers can directly contact sellers and eliminate the middlemen2. It is to start the new business3. Simplified buying and searching process4. Minimized searching and distribution costDisadvantages of C to C:-1.The number of internet related auction frauds have also increased2. Unnecessary inflated prices by creating multiple buyers.3. More credit card/payment frauds.4.Customer to Business:- This is the reverse of B to C, it is a customer to business so the consumer provide a goods or some services to the company.Advantages of C to B:-1. Build Loyalty2. Increase referrals3. Celebrated for customer serviceDisadvantages of C to B:-1. Lack of innovation 2. Ever changing customer needs3. May becomes self serving.

2. Explain theAdvantages and Disadvantages of e-commerce

E-Commerce Advantages for Customers

Convenience:-. 

Every product is at the tip of your fingers on the internet, literally. Type in the product you are looking for into your favorite search engine and every option will appear in a well organized list in a matter of seconds.

Time saving.:-

 With e-commerce there is no driving in circles while looking and digging in hopes of finding what you need. Stores online offer their full line as well as use warehouses instead of store fronts—products are easy to locate and can be delivered to your door in just days.

Easy to compare:-

. Side by side comparisons are readily available and easy to do. When products are placed online, they come with all the specifics, and they want you to compare them with others, know they have the best options and come back for more!

Easy to find reviews:-

. Because the competition is high, companies online want you to look at other consumer reviews. Good and bad reviews are on every site, not only can you see if the product is liked, you can also see the reasons behind the thumbs up or down.

Coupons and deals:-.

 With every online business wanting you, more and more coupons and deals can’t be avoided, which are totally great for customers. With major sites that act as department store, you may find items up to 80% off! Take advantage of the competition and find the best price available.

E-Commerce Advantages for Businesses:-

Increasing customer base:-

 The customer base is every business’s main concern, online or off. When online, a business doesn’t have to worry about getting the best property in town, people from around the world have access to their products and can come back at anytime.

Rise in sales:-

. By not managing a storefront, any business will have more sales online with a higher profit margin. They can redistribute money to make the consumer shopping experience faster and more efficient. While being available to international markets, more products will sell.

24/7, 365 days:-

. If it’s snowing and the roads are closed, or it’s too hot and humid to even step outside in the summer, or a holiday that every store in town closes, your online business is open for consumers 24/7 every day of the year. The doors never close and profits will keep rising.

Expand business reach.

 A great tool on the internet is…translation! A business online does not have to make a site for every language. With the right marketing, every consumer around the globe can find the business site, products and information without leaving home.

Recurring payments made easy:-

 With a little research, every business can set up recurring payments. Find the provider that best suits your needs and billing will be done in a consistent manner; payments will be received in the same way

E-Commerce Disadvantages for Customers:-

Privacy and security:-

 Before making instant transactions online, be sure to check the sites certificates of security. While it may be easy and convenient to shop, no one wants their personal information to be stolen. While many sites are reputable, always do your research for those with less than sufficient security.

Quality:-

 While e-commerce makes everything easily accessible, a consumer cannot actually touch products until they are delivered to the door. It is important to view the return policy before buying. Always make sure returning goods is an option.

Hidden costs:-

When making purchases, the consumer is aware of the product cost, shipping, handling and possible taxes. Be advised: there may be hidden fees that won’t show up on your purchasing bill but will show up on your form of payment. Extra handling fees may occur, especially with international purchases.

Delay in receiving goods.

 Although delivery of products is often quicker than expected, be prepared for delays. A snow storm in one place may throw off the shipping system across the board. There is also a chance that your product may be lost or delivered to the wrong address.

Need access to internet. Internet access is not free, and if you are using free wifi, there is the chance of information theft over an unsecure site. If you are wearing of your public library, or cannot afford the internet or computer at home, it may be best to shop locally.

Lack of personal interaction. While the rules and regulations of each e-commerce business is laid out for you to read, there is a lot to read and it may be confusing when it comes to the legalities. With large or important orders, there is no one you can talk to face to face when you have questions and concerns.

E-Commerce Disadvantages for Businesses

Security issues. While businesses make great efforts to keep themselves and the consumer safe, there are people out there that will break every firewall possible to get the information they want. We have all seen recently how the biggest and most renown business can be hacked online.

Credit card issues. Many credit card businesses will take the side of the consumer when there is dispute about billing—they want to keep their clients, too. This can lead to a loss for e-commerce business when goods have already been delivered and the payment is refunded back to the consumer.

Extra expense and expertise for e-commerce infrastructure. To be sure an online business is running correctly, money will have to be invested. As an owner, you need to know transactions are being handled properly and products are represented in the most truthful way. To make sure you get what you need, you will have to hire a professional to tie up any loose ends.

Needs for expanded reverse logistics. The infrastructure of an online business must be on point. This will be another cost to the business because money will need to be invested to ensure proper handling of all aspects of buying and selling, especially with disgruntled consumers that want more than a refund.

Sufficient internet service. Although it seems that everyone is now on the internet all the time, there are still areas in which network bandwidth can cause issues. Before setting up an e-commerce business, be sure your area can handle the telecommunication bandwidth you will need to run effectively.

Constant upkeep. When a business has started as e-commerce, they must be ready to make changes to stay compatible. While technology grows, the systems that support your business must be kept up to date or replaced if needed. There may be additional overhead in order to keep data bases and applications running.

3. Explain electronic market and online shopping?

Electronic market are the foundation of electronic commerce. They potentially integrate advertising, product, ordering, delivery of digitiable products and payment system. An electronic market place is an inter organizational information system that allows the participation buyers and sellers to exchange information about prices and product offerings. E-commerce today generally support only the pre purchase determination activities, a;though they are moving toward more purchase consummation.

ADVANTAGES OF E-MARKETING

Following are some of the advantages of e-Marketing: Extremely low risk Reduction in costs through automation and use of electronic media Faster response to both marketers and the end user Increased ability to measure and collect data Opens the possibility to a market of one through personalisation Increased interactivity Increased exposure of products and services Boundless universal accessibility

DISADVANTAGES OF E-MARKETING

Following are some disadvantages of e-Marketing: Dependability on technology Security, privacy issues Maintenance costs due to a constantly evolving environment Higher transparency of pricing and increased price competition Worldwide competition through globalization

4. What is ONLINE SHOPPING?The purchase of products and services on the Internet. Online shopping has become

increasingly popular, due to convenience (and often lower prices). Especially in the

holiday season, online shopping saves an individual the hassle of searching several

stores and then waiting in long queues to buy a particular item.

There are many advantages of online shopping, this is the reason why online stores are a booming business today. Online shopping includes buying clothes, gadgets, shoes, appliances or even daily groceriesAdvantages of online shopping:-

1. Convenience of online shoppingCustomers can purchase items from the comfort of their own homes or work place. Shopping is made easier and convenient for the customer through internet. It is also easy to cancel the transactions.

The following table depicts the factors which motivate the online shoppers to buy products online.

Top 6 reasons given by shoppers in buying through internet1. Saves time and efforts.2. Convenience of Shopping at home.3. Wide variety / range of products are available.4. Good discounts / lower prices.5. Get detailed information of the product.6. We can compare various models / brands.

Source: I-Cube 2006, a syndicated product of IMRB International.

2. No pressure shoppingGenerally, in physical stores, the sales representatives try to influence the buyers to buy the product. There can be some kind of pressure, whereas the customers are not pressurized in any way in online stores.

3. Online shopping saves timeCustomers do not have to stand in queues in cash counters to pay for the products that have been purchased by them. They can shop from their home or work place and do not have to spend time traveling. The customers can also look for the products that are required by them by entering the key words or using search engines.

4. ComparisonsCompanies display the whole range of products offered by them to attract customers with different tastes and needs. This enables the buyers to choose from a variety of models after comparing the finish, features and price of the products on display, Sometimes, price comparisons are also available online.

5. Availability of online shopThe mall is open on 365 x 24 x 7. So, time does not act as a barrier, wherever the vendor and buyers are.

6. Online trackingOnline consumers can track the order status and delivery status tracking of shipping is also available.

7. Online shopping saves moneyTo attract customers to shop online, e-tailers and marketers offer discounts to the customers. Due to elimination of maintenance, real-estate cost, the retailers are able to sell the products with attractive discounts through online. Sometimes, large online shopping sites offer store comparison.

Disadvantages of online shopping:-

1. Delay in deliveryLong duration and lack of proper inventory management result in delays in shipment. Though the duration of selecting, buying and paying for an online product may not take more than 15 minutes; the delivery of the product to customer’ s doorstep takes about 1-3 weeks. This frustrates the customer and prevents them from shopping online.

2. Lack of significant discounts in online shopsPhysical stores offer discounts to customers and attract them so this makes it difficult for e-tailers to compete with the offline platforms.

3. Lack of touch and feel of merchandise in online shoppingLack of touch-feel-try creates concerns over the quality of the product on offer. Online shopping is not quite suitable for clothes as the customers cannot try them on.

4. Lack of interactivity in online shoppingPhysical stores allow price negotiations between buyers and the seller. The show room sales attendant representatives provide personal attention to customers and help them in purchasing goods. Certain online shopping mart offers service to talk to a sales representative,

5. Lack of shopping experienceThe traditional shopping exercise provides lot of fun in the form of show-room atmosphere, smart sales attendants, scent and sounds that cannot be experienced through a website. Indians generally enjoy shopping. Consumers look forward to it as an opportunity to go out and shop.

6. Lack of close examination in online shoppingA customer has to buy a product without seeing actually how it looks like. Customers may click and buy some product that is not really required by them. The electronic images of a product are sometimes misleading. The colour, appearance in real may not match with the electronic images.

People like to visit physical stores and prefer to have close examination of good, though it consumes time. The electronic images vary from physical appearance when people buy goods based on electronic images.

7. Frauds in online shoppingSometimes, there is disappearance of shopping site itself. In addition to above, the online payments are not much secured. So, it is essential for e-marketers and retailers to pay attention to this issue to boost the growth of e-commerce. The rate of cyber crimes has been increasing and customers’ credit card details and bank details have been misused which raise privacy issues.

5. What are the advantages and disadvantages of ecommerce?

Advantages of e-commerce:-

1.It helps to reach global:-

E-commerce expands the market place to national and international markets. Internet and web based e-commerce helps to reach a more geographically dispersed customer base and more business partners as compared to the traditional business methods.

2. Cost effective:-

E-commerce is provid to be highly cost effective for business concern as it cuts down the cost of marketing, pricessing, inventory management, customer care etc.

3. It reduces the paper costs:-

E-commerce decreses the cost of creating, processing, distributing, storing and retrieving information through the wue of FDI system.

4. Mass customization and competitive advantage:-

The web based interactive e-commerce enables the customization of products/services as per the customer needs. This provides a great competitive advantage to business

5. No middlemen:-

There is a direct contact with customers in e-commerce through internet without any intermediation.

Advantages of e-commerce to customer:-

1. Gives freedom to make choices

2. Increase in variety of goods

3. It gives more choice and alternatives

4. Convenience of shopping at home

5. More competitive prices and increased price comparison capabilities.

Advantages of e-commerce to society:-

1.Enables more flexible working practices 2. Connects peoples3. Facilitates delivery of public services

Disadvantages of e-commerce:-

1.E-commerce lacks that personal touch:- Not that all physical retailers have a personal approach but we do know of severa retailers who value human relationship.2.Dependent on internet:- E-commerce is dependent on internet mechinical failures in the system can cause unpredictable effects on the total processes.3.Many goods can not be purhchased online:- Despite its many conveniences, there are goods that consumer can not buy online. Most of these would be in the categories of “perishable” or Odd-size.4.products people won’t buy online:- There are various products which the cutstomers would lile to first touch and feel and then buy itEX: furniture users want to touch and they want to sit on it feel the texture of the fabric.

E-commerce delays goods:- e- commerce websites deliver to take a lot longer time to get the goods into customer hands even with express shipping the earliest consumer get goods in next day. in this case ecommerce might actually be faster than purchasing goods from a physical stores.

Unit-2 Supply Chain Management

1. Explain the benefits of supply chain ? Supply chain management (SCM) is the broad range of activities required to plan, control and execute a product's flow, from acquiring raw materials and

production through distribution to the final customer, in the most streamlined and cost-effective way possible. SCM encompasses the integrated planning and execution of processes required to optimize the flow of materials, information and financial capital in the areas that broadly include demand planning, sourcing, production, inventory management and storage, transportation -- or logistics -- and return for excess or defective products.

Advantages of supply chain:-

1. Higher Efficiency Rate:When your business is able to incorporate supply chains, integrated logistics, and product innovation strategies, you'll be in a great position to not only predict demand as well as to act accordingly. And this is, without any doubt, one of the main supply chain management benefits. Why? When your business implements supply chain management systems, it will be able to adjust more dynamically to the fluctuating economies, emergency markets, and shorter product life-cycles.

2. Decrease Cost Effects:

One of the advantages of supply chain management is the costs decrease in different areas. The most important ones are:

Improves your inventory system;

Adjusts the storage space for finished goods which eliminates damage resources;

Improves your system's responsiveness to the actual customer's requirements;

Improves your relationship with both distributors and vendors.

3. Increases Output:

One of the main benefits of supply chain management is the communication improvement. This adds up to the coordination and collaboration with shipping and transport companies, vendors, and suppliers.

4. Increases Your Business Profit Level:

When you place your business open to the new technologies and an improved collaboration within the different areas, you can be sure that this will ultimately increase your business profit level.

5. Boost Cooperation Level:

When we're talking about the most successful businesses right now, one of the things they all have in common is the communication. In fact, when there is a lack of communication, your vendors and distributors have no idea about what's going on. So, this is definitely one of the main advantages of supply chain management. Plus, when you also open your doors and embrace technology, you can also take advantage of the fact that people don't even need to share the same space in order to be a true communication.

The communication among the different areas of your business will allow you to have faster access to forecasts, reporting, quotation, statuses, among many other plans in real time.

6. No More Delays In Processes:

One of the main benefits of supply chain management is the fact that through communication, you can actually lower any delays in processes. Since everyone is aware of what they're doing as well as what others are doing, this will mitigate any late shipments from vendors, logistical errors in distribution channels, and hold-ups on production lines.

7. Enhanced Supply Chain Network:

It's not easy to maintain a sustainable supply chain management system. According to some of its advocators, one of the best ways to do it is by using a combination of lean practices (like waste removal, for example) with agile. By combining all the information gathered on the different sectors of your business will allow you to have an enhanced supply chain network.

2. Explain the goals of supply chain ?

1. Service orientation:-

The very basis of supply chains has been to provide superior customer service. The design, the alignment, the integration of the companies on the supply chain and the co-ordination between them are all for the customer the ultimate customer, and these are performed as such.

2.System orientation:-

System orientation is at the existence of any supply chain. Co-operation and co-ordination is the main gain of a supply chain.

3.competitiveness and efficiency:-

Supply chain is a business organization it provides value to the customers while being competative. Competitiveness is essential for it to healthy sustain it self in order to be able to provide increasing value to its customer.

4.Minimizing the time:-

Efficient supply chain is an organization reduce the time required for converting orders into cash. So there is minimum time lag and increase in productivity of the organization.

5. Minimizing work in progress:-

Supply chain minimizes total work in process in supply chain.

6. Improving pipeline visibility:-

Efficient supply chain improve the visibility of each one of the activity of the supply chain by each one of the partner.

7.Improving visibility demand:-

Efficient supply chain improves visibility of demand by each one of the partner.

8. Improving Quality:-

Efficient supply chain management helps in improving the quality of operation of the organization. TQM has becomes a major commitment throughout all fecet of industry.

3. Explain the functions of supply chain?

Supply chain management is a cross functional approach to manage the movement of raq material into an organization, certain aspects of the internal processing of materials into finished goods and then the movement of finished goods out of the organization towards the end customers.

*.Functions of supply chain:-

1.strategic level:-

1. Strategic network optimization , including the number, location, and size of were housing distribution centers and facilities.

2.Creating communication channel for critical information and operational improvements such as cross docking, direct shipping and third party logistics.

3.Information technology chain operations

4.Where –to make and make –buy decisions

5.Aligning over all organizational strategy with supply stategy

6.It is for long term and meets resource commitment

Tactical Level:-

1.Sourcing contracts and other purchasing decisions

2.Production decisions, including ,contracting scheduling and planning process definition

3.Transportation strategy, including frequency, and routes, and contracting

4.Milestone payments

5. Focus on customer demand and habits.

3.Operational level:-

1. Daily production and distribution planning, including all nodes in the supply chain

2. Production scheduling for each manufacturing facility in the supply chain.

3.Demand planning and fore casting ,coordination the demand forecast of all customer and sharing the forecast with all suppliers

4.Inbound operations, including transportation from suppliers and receiving inventory

5.Production operations, including the consumption of materials and flow of finished goods

4. Explain charactersticks of supply chain?

The characterstics of supply chain management are

1.Integrate behaviour:-

Supply chain management incorporate integrates of shareholders from supplier of customer.

2.Mutually sharing information:-

For effective supply chain management mutually sharing information among channel members is required, especially for planning and monitoring process.

3.Mutually sharing channel risk and rewards:-

Effective supply chain management also requires mutually sharing channel risks and rewards that yield a competitive advantage. Risk and reward sharing should happen over the long term focus and cooperation among the supply chain member.

4. Co-operation:-

Co-operation among channel member is required for effective supply chain management. Co-operation refers to similar or complimentary co-ordinated activities performed by firm in a business relationship to produce superior mutual out comes or singular outcomes that are mutually expected over time.

5. Focus on serving customer:-

Supply chain succeeds if all the members of supply chain have the same goal and the same focus serving customer.

6. Integration of process:-

The implementation of supply chain management needs the integration of process from sourcing to manufacturing and to distribution across the supply chain.

7. Partners to build and maintain long term relationship:-

Successful relationship aim to integrates channel policy to avoid reduction and overlap while seeking a level of co-operation that allow participants to be more effective at lower cost levels.

5. Discuss the strategies of SCM?

The supply chain strategies are

*. Push based supply chain

*. Pull based supply chain

*. Push-pull strategy

1. Push based supply chain:-

Long term forecasts are the backbone of a push-based supply chain model, as regards the production and the distribution decisions are concerned. Typically though, the manufacturer based demand forecasts in order received from the retailers , wherehouses. Therefore it takes much longer for the push based supply chain to react to the changing market place, which may lead to

1. Inability to meet changing demand petterns

2. The obsolescence of supply chain inventory as demand for certain products disappears.

*pull based supply chain:-

In this type of supply chain the production is based on demands so that it can be effectively coordinated with true customer requirements rather than forecasts. This system is more attractive in nature because it leads to

1. A lesser lead-time, since better anticipation is ,ade on customer demands and the retailers.

2. Lesser inventory with the retailers

3. A decrease in variability due to reduction in lead – time

4. Decreased inventory with manufacturer due to reduction in variability.

*. Push – pull strategy:-

This is an ideal mix of both push and pulls strategy in which the first half of the system is based on push method and the remaining half as pull based. The interface between the two models is push-pull boundary.

5. Explain electronic logistics and its implementation in business houses? Explain the benefits of EDI?

Logistics is that part of the supply chain process that plans, implements and controls the efficient, effective flow and storage of goods, services and related information from the point of origin to the point of consumption in order to meet customers requirements.

E-logistics is a dynamic set of communication computing and collaborative technologies that transform key logistical process to be customer centric by sharing data, knowledge and information with supply chain partners. Ultimate objective of e-logistics is to deliver right product in right quantities at right place and time to the right customer.

In typically e-logistics process, three components come into play Request for Quotes (RFQ) shipping and tracking. The logistics intercommunicate with the business process manager in an e-commerce sever.

*.Electronic data interchange:-(EDI)

EDI (Electronic data interchange) is the transfer of data from one computer system to another by standardized message formation, without the need for human intervention. EDI permits multiple companies possibly in different countries t exchange documents electronically. Data can be exchanged through serial links and peer-to-peer networks, though most exchanges currently rely on the internet for connectivity.

* Benefits of EDI:-

1.Cost saving:-

1. Reduction of employee hours involved in creation and handling of paper documents.

2. Reduction in the most of funds transfer

3. Reduction in the cost of storage space

4. No mailing cost.

2. speed:-

Forwarding of documents through a computer network is faster than mail.

3. Accurancy:-

1. EDI minimizes the need for rekeying information

2. Communication is direct and easily verifiable

3. No mail is cost

4. security:-Information is less susceptible to interception and flastfication.

5. system:-EDI software can be interfaced with internal systems so that incoming

integration data triggers applications and further automation of data processing

6. Just in time:-Speeding up communication enhances intercompany operations, which

support significantly reduces inventory costs. Only the necessary iteams are shipped by the vendor and arrive directly at the manufacturing or assembly line.

6. Discuss applications of EDI and its advantages and disadvantages of EDI?

The business process examined here to which to apply EDI concepts is the procurement process. This business process was chosen for two reasons. First, with in industry it self new EDI technology is developing lastest in this area second, the president has issue an initiative to streamline government procurement through the use of EC.

*. Typical small purchasing application:-The business application depicted in figure is a simple purchasing application.As shown in figure the procurement process normally begins with in the

organization to make a purchase. As soon as a need is established and precisely described, the buyer begins the process of selecting the supplier that will be used.

*.Advantages of EDI:-1. Expedite transmission:-

Information is transmitted from one organization to another organization efficiently and swiftly.

2. Automated data entry:-Data is entered automatically by EDI software. For instance , when purchase

order from one company is received by another company. Sales order is automatically generated at other companies system with the help of EDI software.

3. Receipt verification:- Receipt verification can easily be done with help of EDI software. No human intervention is involved so there are minimal chances of error or delay.

4. Data validation:-Data validation is automatically done.

5. Availability of free software:-Free software are available depending upon the EDI format chosen.

EX:- in TRADACOMS EDI format, price information file and order files are available for free.

*.Limitations of EDI:-1. Closed world:-

EDI applications are very narrow in scope. The web is beginning to break the “closed world” of EDI proprietary architectures.

2. High costs:-

EDI applications are costly to develop and operate. The high cost of development increases prices and increase the entry barrier for new entrants.

3. Partial solutions:-EDI applications automate only a portion of the transaction process. For

example, although the ordering of a product can be nearly simultaneous, the supporting accounting and inventory information, payment and actual funds transfer tend to lag, often by days.

4. Limited accessibility:-EDI applications do not allow consumers to communicate or transact with

vendors in an easy fashion.

5. Rigid requirements:-EDI applications usually require highly structured protocols, previously

established arrangements and unique proprietary bilateral information exchanges. Those requirements involve dedicated connections or VANs.

UNIT – 3ELECTRONIC PAYMENT SYSTEM

1. The different types of e-commerce payments in use today are:Credit Card

The most popular form of payment for e-commerce transactions is through credit

cards. It is simple to use; the customer has to just enter their credit card number and

date of expiry in the appropriate area on the seller’s web page. To improve the

security system, increased security measures, such as the use of a card verification

number (CVN), have been introduced to on-line credit card payments. The CVN

system helps detect fraud by comparing the CVN number with the cardholder's

information.

Debit Card

Debit cards are the second largest e-commerce payment medium in India. Customers

who want to spend online within their financial limits prefer to pay with their Debit

cards. With the debit card, the customer can only pay for purchased goods with the

money that is already there in his/her bank account as opposed to the credit card

where the amounts that the buyer spends are billed to him/her and payments are

made at the end of the billing period.

Smart Card

It is a plastic card embedded with a microprocessor that has the customer’s personal

information stored in it and can be loaded with funds to make online transactions and

instant payment of bills. The money that is loaded in the smart card reduces as per the

usage by the customer and has to be reloaded from his/her bank account.

E-Wallet

E-Wallet is a prepaid account that allows the customer to store multiple credit cards,

debit card and bank account numbers in a secure environment. This eliminates the

need to key in account information every time while making payments. Once the

customer has registered and created E-Wallet profile, he/she can make payments

faster.

Net banking

This is another popular way of making e-commerce payments. It is a simple way of

paying for online purchases directly from the customer’s bank. It uses a similar

method to the debit card of paying money that is already there in the customer’s bank.

Net banking does not require the user to have a card for payment purposes but the

user needs to register with his/her bank for the net banking facility. While completing

the purchase the customer just needs to put in their net banking id and pin.

Mobile Payment

One of the latest ways of making online payments are through mobile phones. Instead

of using a credit card or cash, all the customer has to do is send a payment request to

his/her service provider via text message; the customer’s mobile account or credit

card is charged for the purchase. To set up the mobile payment system, the customer

just has to download a software from his/her service provider’s website and then link

the credit card or mobile billing information to the software.

Amazon Pay

Another convenient, secure and quick way to pay for online purchases is through

Amazon Pay. Use your information which is already stored in your Amazon account

credentials to log in and pay at leading merchant websites and apps. Your payment

information is safely stored with Amazon and accessible on thousands of websites and

apps where you love to shop.

If you are planning to sell your products online, Amazon would be happy to help you

in setting up payment gateways for your products and services. You can also consider

selling on Amazon, one of the most popular e-commerce platforms in the world. To

sell on Amazon, please register yourself for free.2. STEPS FOR ELECTRONIC PAYMENTS

The steps involved in online payment processing have significantly reduced the waiting period and hassle when purchasing commercials products and services. With new technologies and payment processes, people can easily purchase products and one-time services, set up recurring payment, and streamline payments that allow sellers to accept new orders 24/7.

In the past, many ecommerce payment processing services were far from intuitive and often costly. However, today there are dozens of reputable companies pushing easy-to-use online payment processing systems that can handle credit card transactions, bank transfers, and real-time orders at the fraction of the cost. While there certainly isn’t a shortage of payment service providers for you to choose from, how exactly does online payment work? Let’s go through the primary steps.

Step 1: The buyer submits a payment request through his/her cell phone, computer or mobile payment processor (i.e. SWIPE).

Step 2: The service provider routes the data via a secure connection to the buyer’s bank or credit card company.

Step 3: The buyer’s bank either approves or declines the transaction based on the buyer’s available funds or credit. If approved, the transaction is routed back to the payment provider to be processed.

Step 4: The payment provider stores the transaction and send a record to both the seller and buyer.

Step 5: The goods or services are sent to the buyer and the buyer’s bank sends the funds to the seller.

All of this can happen in a matter of seconds once the buyer submits a request to purchase.

Having an understanding of the benefits of online payment processing and the types of payments that you are able or want to accept as a new business is one of the most important steps to tackle as an ecommerce seller. Almost every eCommerce payment processing service accepts credit card payments because it is one of the most common forms of payment. There are also eChecks and ACH (bank) transfers, which pull funds directly from the buyer’s personal bank account.

The benefits of streamlined online payment processing steps that drive business success include global reach, electronic records, advanced fraud protection and secure transactions, simple integration into various website platforms and bank processing systems, and user-friendly features. These convenient features will make it easier for

consumers to purchase your products and services and to keep up with a large demand.

Most of the professional payment processing service providers can configure their payment services to suit your business needs. Mobile payments comprise one of the newest forms of online payment processing. Instead of using credit cards, a buyer has to simply send a payment request via a text message or a software application that’s linked to a credit card or bank account. And while there is a concern of eCommerce fraud, added security measures such as a security pin helps diminish the chance of this occurring.

3. Payment security and e-security

. PCI Compliance

One of the first steps to take is to make sure your payment system is Payment Card Industry (PCI) compliant. The Payment Card Industry Security Standards Council was formed in 2006 to regulate major payment brands and help merchants keep their customers’ financial data safe. It’s their prerogative to maximize information security by implementing 12 security requirements.

. Data Encryption

Another way to enhance security is to utilize encryption technology to make sure private financial information remains private. This technology confirms that the websites your business uses for transactions are part of valid organizations and have legitimate operators. It minimizes the risk of sensitive information viewed by the wrong parties. It also greatly reduces the chances of hackers cracking passwords. The combination of these features creates an added layer of protection for customers throughout the transaction process. Data encryption is more important than ever, especially with Wi-Fi networks and identity theft problems.

3. Safe Login Screen

When customers sign in to access their accounts, it’s critical the login system is as secure as possible. Does you site render an HTTPS in the address bar? If not, you can make it dangerously easy for hackers to infiltrate and gain access to sensitive information. In the event that a customer forgets his password, he should be required to enter a user name or email address to retrieve it. The system will then send him an email where he can temporarily log in or create a new password. Following this type of safety protocol is relatively simple but can prevent many security threats.

4. Updated Operating Systems

It’s also smart to stay current with all security updates that are available for your business’s network of computers. Because hackers are constantly coming up with new techniques, it’s critical to stay one step ahead. If you haven’t done so already, you should sign up for automatic updates for your entire network. This will prevent you from forgetting to download any important safeguards that could jeopardize your

online payment security. Besides keeping transactions safe, this should significantly reduce the chances of acquiring a virus that can negatively impact business operations.

5. Security Assessment

Finally, a thorough assessment of your payment system from a company like Security Metrics should tie up any loose ends. This company is somewhat similar to the analysis that the PCI will perform but is a bit more exhaustive in their approach. One feature they offer involves implementing ethical hacking, in which penetration test analysts inspect your network much like a hacker would. They do this manually and look for flaws that could potentially be exploited. Afterward, they will go over their findings and provide consultation to heighten security. Additional features include discovering where unencrypted data is leaking, network configuration, wireless security, and external/internal network security. If you wish to learn more about safety precautions, they can even provide you with security awareness training.

4. Cryptography

The art of protecting information by transforming it (encrypting it) into an unreadable format, called cipher text. Only those who possess a secret key can decipher (or decrypt) the message into plain text. ... Cryptography is used to protect e-mail messages, credit card information, and corporate data.

5. What is hacking?

Hacking refers to activities that seek to compromise digital devices, such as computers, smartphones, tablets, and even entire networks. And while hacking might not always be for malicious purposes, nowadays most references to hacking, and hackers, characterize it/them as unlawful activity by cybercriminals—motivated by financial gain, protest, information gathering (spying), and even just for the “fun” of the challenge.

Secure electronic transactions

1. The customer opens a Master card or Visa bank account. Any issuer of a credit

card is some kind of bank.

2. The customer receives a digital certificate. This electronic file functions as a credit

card for online purchases or other transactions. It includes a public key with an

expiration date. It has been through a digital switch to the bank to ensure its

validity.

3. Third-party merchants also receive certificates from the bank. These certificates

include the merchant's public key and the bank's public key.

4. The customer places an order over a Web page, by phone, or some other means.

5. The customer's browser receives and confirms from the merchant's certificate

that the merchant is valid.

6. The browser sends the order information. This message is encrypted with the

merchant's public key, the payment information, which is encrypted with the

bank's public key (which can't be read by the merchant), and information that

ensures the payment can only be used with this particular order.

7. The merchant verifies the customer by checking the digital signature on the

customer's certificate. This may be done by referring the certificate to the bank or

to a third-party verifier.

8. The merchant sends the order message along to the bank. This includes the bank's

public key, the customer's payment information (which the merchant can't

decode), and the merchant's certificate.

9. The bank verifies the merchant and the message. The bank uses the digital

signature on the certificate with the message and verifies the payment part of the

message.

10. The bank digitally signs and sends authorization to the merchant, who can then fill

the order.

5. What is SSL ?

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers.

To be able to create an SSL connection a web server requires an SSL Certificate. When you choose to activate SSL on your web server you will be prompted to complete a number of questions about the identity of your website and your company. Your web server then creates two cryptographic keys - a Private Key and a Public Key.

The Public Key does not need to be secret and is placed into a Certificate Signing

Request (CSR) - a data file also containing your details. You should then submit the CSR. During the SSL Certificate application process, the Certification Authority will validate your details and issue an SSL Certificate containing your details and allowing you to use SSL. Your web server will match your issued SSL Certificate to your Private Key. Your web server will then be able to establish an encrypted link between the website and your customer's web browser.

UNIT - 4CUSTOMER RELATIONSHIP MANAGEMENT

1. Components of Customer Relationship Management

There are a number of different components of Customer Relationship Management

that are essential to run an organization towards success. Every component is unique

in itself and plays a major undeniable role in the process.

Components of Customer Relationship Management

Sales Force Automation

Sales Force Automation is the most essential components of customer relationship

management. This is one such component that is undertaken by the maximum

business organizations. It includes forecasting, recording sales processing as well as

keeping a track of the potential interactions.

 

It helps to know the revenue generation opportunities better and that makes it very

significant. The component also includes analyzing the sales forecasts and the

performances by the workforce. To achieve an overall improvement in the

development and growth of the industry, numerous components work hand in hand

to form sales force automation as a consequent unit. Some of the major elements of

the same are Lead Management, Account Management, Opportunity Management,

Forecasting, Pipeline Analysis, Contact Management, Activity Management, Email

Management and Reporting.

 

Human Resource Management 

Human Resource Management involves the effective and correct use of human

resource and skills at the specific moment and situation. This requires to be make

sure that the skills and intellectual levels of the professionals match the tasks

undertaken by them according to their job profiles. It is an essential component not

only for the large scale corporations but the medium industries as well. It involves

adopting an effective people strategy and studying the skills or the workforce and the

growth being generated thereby designing and implementing the strategies needed

accordingly with the aim of achieving development.

 

Lead Management 

Lead Management as the name suggests, refers to keeping the track of the sales leads

as well as their distribution. The business that are benefitted by this component of

CRM the most are the sales industries, marketing firms and customer executive

centres. It involves an efficient management of the campaigns, designing customized

forms, finalizing the mailing lists and several other elements. An extensive study of the

purchase patterns of the customers as well as potential sales leads helps to capture

the maximum number of sales leads to improve the sales. 

Customer Service 

Customer Relationship Management emphasizes on collecting customer information

and data, their purchase informations and patterns as well as involves providing the

collected information to the necessary and concerned departments. This makes

customer service an essential component of CRM.

 

Almost all the major departments including the sales department, marketing team and

the management personnel are required to take steps to develop their awareness and

understanding of the customer needs as well as complaints. This undoubtedly makes

the business or the company to deliver quick and perfect solutions and assistance to

the customers as well as cater to their needs which increases the dependability and

trust of the customers and people on the organization

Marketing 

Marketing is one of the most significant component of Customer Relationship

Management and it refers to the promotional activities that are adopted by a company

in order to promote their products. The marketing could be targeted to a particular

group of people as well as to the general crowd. Marketing involves crafting and

implementing strategies in order to sell the product. Customer Relationship

Management assists in the marketing process by enhancing and improving the

effectiveness of the strategies used for marketing and promotion.

 

This is done by making an observation and study of the potential customers. It is a

component that brings along various sub-elements or aspects. Some of the major

elements of marketing are List Management, Campaign Management, Activity

Management, Document Management, Call Management, Mass Emails and Reporting.

The use of the aforesaid elements varies from business to business according to its

nature and requirements as well as the target crowd.

 

Workflow Automation

A number of processes run simultaneously when it comes to the management and this

requires an efficient cost cutting as well as the streamlining of all the processes. The

phenomenon of doing so is known as Workflow Automation. It not only reduces the

excess expenditure but also prevents the repetition of a particular task by different

people by reducing the work and work force that is getting wasted for avoidable jobs.

Routing out the paperwork and form filling are some of the elements of the process

and it aims at preventing the loss of time and excess effort.

Business Reporting 

CRM comes with a management of sales, customer care reports and marketing. The

customer care reports assist the executives of a company to gain an insight into their

daily work management and operations. This enables one to know the precise

position of the company at any particular instance. CRM provides the reports on the

business and that makes it play a major role here. It is ensured that the reports are

accurate as well as precise. Another significant feature is the forecasting and the

ability to export the business reports on other systems. In order to make comparisons,

one can save historical data as well.

Analytics 

Analytics is the process of studying and representing the data in order to observe the

trends in the market. Creating graphical representations of the data in the form of

histograms, charts, figures and diagrams utilizing the current data as well as the one

generated in the past is essential to achieve a detailed understanding and study of the

trends. Analytics is an extremely significant element of Customer Relationship

Management as it allows to make in-depth study of information that is required to

calculate the progress in the business.

 

Different components of Customer Relationship Management are associated with

different elements mainly, the customer acquisition, improved customer value and

customer retention. Various marketing applications are carved out to acquire more

customers whereas data warehousing and analytical tools help the business to hold

customers with a better communication and relationship. In order to enhance the

customer value among the existing and future customers, there is a number of data

warehousing and analytical tools.

 

Overall, each of the discussed components of Customer Relationship Management is

very essential to improve the work structure as well as the market response to the

business and their products

2. What is a CRM System Architecture?In addition to building sales and increasing profits through the gathering of data, CRM systems are also valuable for maintaining and nurturing a loyal customer base. But how is the architecture of such a system designed, and how does each part integrate with the others?

CRM categories

CRM system architecture can be broken down into 3 broad categories:

1. Collaborative2. Operational3. Analytical

1. Collaborative

All communications between a business and its customers are recorded, organised and processed in the collaborative section of the software. This means communication by telephone, in person, and by email.

Customer relationships can be nurtured using data already provided by them which demonstrates their shopping patterns and behaviours, likes and dislikes, the times they are most likely to buy, and how much they spend on average.

Businesses use this information to provide enhanced customer service, cross-sell products based on previous buying history, and offer targeted deals to segments of their customer base. Customers can be segmented by various criteria including geographical location, age, gender, and profession, and can be targeted via personalised emails or newsletters offering discounts and deals.

2. Operational

This category within a CRM system deals with the automation of business processes including customer service, data on competitors, industry trends, customer account information and management.

Data is collected and stored within the database, ready for use in day-to-day operations such as management of customer accounts, in addition to overall strategic planning. Detailed information about special customer needs, destined for the sales force, is also stored here. Use of this type of data further enables a business to personalise its approach to customers.

3. Analytical

Analytical CRM might result in cross-selling certain items to particular customers based on their previous buying habits, or imparting information relevant only to certain segments of a customer base.

This part of the CRM architecture is also invaluable for identifying changes in the industry as a whole, so that businesses remain agile and respond quickly to changing market demands. Data can be analysed in a number of ways, and graphs, reports and diagrams produced to better illustrate the results.

This is the basic architecture of a customer relationship management system, but the rise of social media and mobile working has brought other, more defined systems to the market. Popular ‘add-ons’ to the basic structure of a CRM solution might include cloud based systems that are accessible from any device.

The key word in CRM is integration – integration of data so that it can be put to use in a way that benefits not only the business, but also customers, suppliers and the workforce. Using mobile technology and social media was the obvious next step in this process, and targets a whole new potential customer base.

CRM Architecture as a whole

The underlying aim of a well-structured CRM system is to provide an enhanced customer experience and enable businesses to gain valuable information as their customers shop. Business owners can use this data to increase sales and boost their bottom line, analysing marketing campaigns, and offering added value to existing and potential customers

3. Electronic Customer Relationship Management (E-CRM)

Meaning of E-CRM:

Customer Relationship Management (CRM) is a way to identify, acquire, and retain

customers – a business’ greatest asset. By providing the means to manage and

coordinate customer interactions, CRM helps companies maximise the value of every

customer interaction and in turn improve corporate performance.

E-CRM, or Electronic Customer Relationship Management, is an integrated online

sales, marketing and service strategy that is used to identify, attract and retain an

organisation’s customers. It describes improved and increased communication

between an organisation and its clients by creating and enhancing customer

interaction through innovative technology. E-CRM software provides profiles and

histories of each interaction the organisation has with its customers, making it an

important tool for all small and medium businesses.

E-CRM software systems may contain a selection of the following features:

i. Customer management:

Provides access to all customer information including enquiry status and

Correspondence

ii. Knowledge management:

ADVERTISEMENTS:

A centralised knowledge base that handles and shares customer Information

iii. Account management:

Access to customer information and history, allowing sales teams and customer

service teams to function efficiently

iii. Case management:

ADVERTISEMENTS:

Captures enquiries, escalates priority cases and notifies management of unresolved

issues

iv. Back-end integration:

Blends with other systems such as billing, inventory and logistics through relevant

customer contact points such as websites and call centres

v. Reporting and analysis:

ADVERTISEMENTS:

Report generation on customer behaviour and business criteria

Evolutions of E-CRM:

Customer Support – A Historical Perspective:

The Customer is King. This mantra, although used for a long time, has not been put

into practice until recently. Forget the notion of royal treatment, customers were not

even treated with dignity by most organizations.

As recently as the 1970s and 80s, the concept of customer support meant that

organizations were doing a favor by answering a few questions for the customer on

the phone – after putting them on hold for an hour! Standing in line to buy something

was common and expected. Remember when the customers had to go to the airports

to buy tickets only because the airlines kept them there? Organizations simply lost

touch with the realization – that they existed because of these customers.

ADVERTISEMENTS:

Evolution of Customer Relationship:

The 1990s brought two new concepts that challenged the prevailing business

landscape: deregulation and the Internet. These forces brought down the barriers of

entry resulting in an environment of intense competition.

Stores faced competition from on-line start-ups. Traditional bricks-and-mortar banks

fought for customers with online or virtual banks. Airline tickets were increasingly

purchased from the convenience of your home. The explosion in information allowed

consumers to compare features, and prices across multiple providers. Products

became commodities and prices could not be lowered further to ensure survival.

Customer service became the only major differentiator in many cases. Customers

received what they have always deserved – respect. The customer was now truly the

king. Business customers, although always treated with more respect than individual

consumers, were more or less ignored in the early stages of the Internet boom.

ADVERTISEMENTS:

The emphasis focused on expanding the consumer base regardless of positive cash

flow, revenues, and margins. The demise of many dot-coms brought an epiphany.

Companies realized that they needed to focus on their enterprise customers. The

advent of e-CRM applications was the first big step toward providing better support to

the strategic business customers. Although these solutions provided automated self-

service to customers, they still treated all customers the same.

Furthermore, the focus of these applications is more on improving call-center

productivity.

Clearly, these applications add value and help many organizations execute their CRM

initiatives.

However, they are not effective in meeting the needs of an organization’s strategic

enterprise customers. Each enterprise customer has its own needs and craves

personalized support.

ADVERTISEMENTS:

Evolution of Customer Relationship Management:

The genesis of CRM (Customer Relationship Management) lies in Sales Force

Automation (SFA) tools. Companies like Siebel and Vantive (now part of PeopleSoft)

took the early lead by introducing tools to help the sales personnel become more

efficient in tracking their customers.

There were also a few problem-tracking tools for help desk such as Remedy. As

companies focused more on customer relationships, additional applications emerged

in areas of customer support, field support, and marketing automation. Most CRM

companies today a retrying to address these four areas usually by partnering with

other companies. Most of the ERP players are also expanding their solutions to include

CRM. There are a number of niche players focused only on certain pieces of CRM such

as e-mail management, sales force automation, technical support, marketing

campaigns, among others.

“CRM is a business strategy designed to optimize profitability, revenue, and customer

satisfaction” – Gartner Group

Although there are quite a few vendors providing CRM related products and services,

there is still a lot of confusion around the concept of CRM. CRM is not just an

application or a technology that can be thrown at the customer satisfaction problem

to make it go away.

CRM, essentially, is a strategy that involves applications, processes, policies, business

context, and people, to enable companies to manage and increase profitable

relationships with their customers. An enterprise’s strategic customers expect top-

notch treatment. They want the vendor to understand their needs. They want

companies to build a strong relationship with them – on a 1- to- 1 basis.

Current CRM and E-Support Environment:

There are currently over 200 CRM software vendors and the number continues to

grow. Although, there are various types of applications included in CRM suites, as

described earlier, the core application within the CRM landscape that truly builds

customer relationships is the customer service application. Other pieces, though

useful, are focused on helping the vendor rather than the customer.

Many of these applications were initially focused on providing an environment to

improve the productivity of call-centers. In addition, some of these applications

integrated message queuing functionality to provide a common environment for all

channels. So, whether the customer was trying to reach the call-center by making a

call, via e-mail, by fax, or through the Web site, their query is prioritized and

channeled through the same mechanism. Most customer service applications now

provide Web-based self-service features for companies to offer their customers.

Customers can look up their basic information like billing ,order status, etcetera by

logging in to the vendor’s Web site. While this solution works for a B2Cmodel, for

enterprise customers with hundreds of users and hundreds of products to support,

this simply doesn’t work.

Enterprise customers demand personalized support in order to access their

information quickly and easily. In the era of information-glut, they want specific and

relevant information. Companies are trying to manage relationships with their

customers, partners, and suppliers in a personalized and automated manner. True

personalization is not easy as each customer has its own needs and requirements. The

issue is further complicated by the fact that

Business Benefits of E-CRM:

Implementation of an E-CRM system enables an organisation to streamline processes

and provide sales, marketing and service personnel with better, more complete

customer information. The result is that E-CRM allows organisations to build more

profitable customer relationships and decrease operating costs.

Direct benefits of an E-CRM system include:

i. Service level improvements:

Using an integrated database to deliver consistent and improved customer responses

ii. Revenue growth:

Decreasing costs by focusing on retaining customers and using interactive service

tools to sell additional products

iii. Productivity:

Consistent sales and service procedures to create efficient work processes

iv. Customer satisfaction:

Automatic customer tracking and detection will ensure enquiries are met and issues

are managed. This will improve the customer’s overall experience in dealing with the

organisation.

v. Automation:

E-CRM software helps automate campaigns including:

(i) Telemarketing

(ii) Telesales

(iii) Direct mail

(iv) Lead tracking and response

(v) Opportunity management

(vi) Quotes and order configuration

Across every sector and industry, effective CRM is a strategic imperative for

corporate growth and survival:

a. Sales organisations can shorten the sales cycle and increase key sales-performance

metrics such as revenue per sales representative, average order size and revenue per

customer.

b. Marketing organisations can increase campaign response rates and marketing

driven revenue while simultaneously decreasing lead generation and customer

acquisition costs.

c. Customer service organisations can increase service agent productivity and

customer retention while decreasing service costs, response times and request-

resolution times.

Working of E-CRM:

In today’s world, customers interact with an organisation via multiple communication

channels—the World Wide Web, call centres, field salespeople, dealers and partner

networks. Many organisations also have multiple lines of business that interact with

the same customers. 

E-CRM systems enable customers to do business with the organisation the way the

customer wants – any time, via any channel, in any language or currency—and to

make customers feel that they are dealing with a single, unified organisation that

recognises them every step of the way.

The E-CRM system does this by creating a central repository for customer records and

providing a portal on each employee’s computer system allowing access to customer

information by any member of the organisation at any time. Through this system, E-

CRM gives you the ability to know more about customers, products and performance

results using real time information across your business.

Implementation of an E-CRM System:

When approaching the development and implementation of E-CRM there are

important considerations to keep in mind:

i. Define customer relationships:

Generate a list of key aspects of your customer relationships and the importance of

these relationships to your business.

ii. Develop a plan:

Create a broad Relationship Management program that can be customized to smaller

customer segments. A suitable software solution will help deliver this goal.

iii. Focus on customers:

The focus should be on the customer, not the technology. Any technology should have

specific benefits in making customers’ lives easier by improving support, lowering

their administrative costs, or giving them reasons to shift more business to your

company.

iv. Save money:

Focus on aspects of your business that can contribute to the bottom line. Whether it is

through cutting costs or increasing revenue, every capability you implement should

have a direct measurable impact on the bottom line.

v. Service and support:

By tracking and measuring the dimensions of the relationship, organisations can

identify their strengths and weaknesses in the relationship management program and

continually fine tune it based on ongoing feedback from customers.

Application of E CRMElectronic customer relationship management (E-CRM) is the application of Internet-based technologies such as emails, websites, chat rooms, forums and other channels to achieve CRM objectives. It is a well-structured and coordinated process of CRM that automates the processes in marketing, sales and customer service.

UNIT-5

HTML

HTML provides a means to create structured documents by denoting structural semantics for text such as headings, paragraphs, lists, links, quotes and other items. HTML elements are delineated by tags, written using angle brackets. Tags such as <img /> and <input /> directly introduce content into the page

What is HTML?HTML is the standard markup language for creating Web pages.

HTML stands for Hyper Text Markup Language HTML describes the structure of a Web page HTML consists of a series of elements HTML elements tell the browser how to display the content HTML elements are represented by tags HTML tags label pieces of content such as "heading", "paragraph",

"table", and so on Browsers do not display the HTML tags, but use them to render the

content of the page

<!DOCTYPE html><html><head><title>Page Title</title></head><body>

<h1>My First Heading</h1><p>My first paragraph.</p>

</body></html>

Example Explained

The <!DOCTYPE html> declaration defines this document to be HTML5

The <html> element is the root element of an HTML page The <head> element contains meta information about the

document

The <title> element specifies a title for the document The <body> element contains the visible page content The <h1> element defines a large heading The <p> element defines a paragraph

HTML TagsHTML tags are element names surrounded by angle brackets:

<tagname>content goes here...</tagname>

HTML tags normally come in pairs like <p> and </p> The first tag in a pair is the start tag, the second tag is the end

tag The end tag is written like the start tag, but with a forward

slash inserted before the tag name

Tip: The start tag is also called the opening tag, and the end tag the closing tag.

Web Browsers

The purpose of a web browser (Chrome, Edge, Firefox, Safari) is to read HTML documents and display them.

The browser does not display the HTML tags, but uses them to determine how to display the document:

What Is XHTML?

XHTML stands for EXtensible HyperText Markup Language XHTML is almost identical to HTML XHTML is stricter than HTML XHTML is HTML defined as an XML application XHTML is supported by all major browse

Why XHTML?

Many pages on the internet contain "bad" HTML.

This HTML code works fine in most browsers (even if it does not follow the HTML rules):

<html><head>

  <title>This is bad HTML</title>

<body>  <h1>Bad HTML  <p>This is a paragraph</body>

Today's market consists of different browser technologies. Some browsers run on computers, and some browsers run on mobile phones or other small devices. Smaller devices often lack the resources or power to interpret "bad" markup.

XML is a markup language where documents must be marked up correctly (be "well-formed").

If you want to study XML, please read our XML tutorial.

XHTML was developed by combining the strengths of HTML and XML.

XHTML is HTML redesigned as XML.

The Most Important Differences from HTML:

Document Structure

XHTML DOCTYPE is mandatory The xmlns attribute in <html> is mandatory <html>, <head>, <title>, and <body> are mandatory

XHTML Elements

XHTML elements must be properly nested XHTML elements must always be closed XHTML elements must be in lowercase XHTML documents must have one root element

XHTML Attributes

Attribute names must be in lower case Attribute values must be quoted Attribute minimization is forbidden

HTML BasicHTML Documents

All HTML documents must start with a document type declaration: <!DOCTYPE html>.

The HTML document itself begins with <html> and ends with </html>.

The visible part of the HTML document is between <body> and </body>.

HTML Headings

HTML headings are defined with the <h1> to <h6> tags.

<h1> defines the most important heading. <h6> defines the least important heading: 

<!DOCTYPE html>

<html>

<body>

<h1>This is heading 1</h1>

<h2>This is heading 2</h2>

<h3>This is heading 3</h3>

<h4>This is heading 4</h4>

<h5>This is heading 5</h5>

<h6>This is heading 6</h6>

</body>

</html>

HTML Paragraphs

HTML paragraphs are defined with the <p> tag:

<!DOCTYPE html>

<html>

<body>

<p>This is a paragraph.</p>

<p>This is another paragraph.</p

</body>

</html>

HTML Links

HTML links are defined with the <a> tag:

<!DOCTYPE html>

<html>

<body>

<h2>HTML Links</h2>

<p>HTML links are defined with the a tag:</p>

<a href="https://www.w3schools.com">This is a link</a>

</body>

</html>

The link's destination is specified in the href attribute. 

Attributes are used to provide additional information about HTML elements.

You will learn more about attributes in a later chapte

HTML Images

HTML images are defined with the <img> tag.

The source file (src), alternative text (alt), width, and height are provided as attributes:

<!DOCTYPE html>

<html>

<body>

<h2>HTML Images</h2>

<p>HTML images are defined with the img tag:</p>

<img src="w3schools.jpg" alt="W3Schools.com" width="104" height="142">

</body>

</html>

HTML Buttons

HTML buttons are defined with the <button> tag:

<!DOCTYPE html>

<html>

<body>

<h2>HTML Buttons</h2>

<p>HTML buttons are defined with the button tag:</p>

<button>Click me</button>

</body>

</html>

HTML Lists

HTML lists are defined with the <ul> (unordered/bullet list) or the <ol> (ordered/numbered list) tag, followed by <li> tags (list items):

Example

<!DOCTYPE html>

<html>

<body>

<h2>An Unordered HTML List</h2>

<ul>

<li>Coffee</li>

<li>Tea</li>

<li>Milk</li>

</ul>

<h2>An Ordered HTML List</h2>

<ol>

<li>Coffee</li>

<li>Tea</li>

<li>Milk</li>

</ol>

</body>

</html>

HTML Text FormattingHTML Formatting Elements

In the previous chapter, you learned about the HTML style attribute.

HTML also defines special elements for defining text with a special meaning.

HTML uses elements like <b> and <i> for formatting output, like bold or italic text.

Formatting elements were designed to display special types of text:

<b> - Bold text <strong> - Important text <i> - Italic text <em> - Emphasized text <mark> - Marked text <small> - Small text <del> - Deleted text <ins> - Inserted text <sub> - Subscript text <sup> - Superscript text

HTML <b> and <strong> Elements

The HTML <b> element defines bold text, without any extra importance.

<!DOCTYPE html><html><body>

<p>This text is normal.</p>

<p><b>This text is bold.</b></p>

</body></html>

The HTML <strong> element defines strong text, with added semantic "strong" importance.

<!DOCTYPE html><html><body>

<p>This text is normal.</p>

<p><strong>This text is strong.</strong></p>

</body></html>

HTML <i> and <em> Elements

The HTML <i> element defines italic text, without any extra importance.

<!DOCTYPE html><html><body>

<p>This text is normal.</p>

<p><i>This text is italic.</i></p>

</body></html>

The HTML <em> element defines emphasized text, with added semantic importance.

<!DOCTYPE html><html><body>

<p>This text is normal.</p>

<p><em>This text is emphasized.</em></p>

</body></html>

HTML <small> Element

The HTML <small> element defines smaller text:

<!DOCTYPE html><html><body>

<h2>HTML <small>Small</small> Formatting</h2>

</body></html>HTML <mark> Element

The HTML <mark> element defines marked/highlighted text:

<!DOCTYPE html><html><body>

<h2>HTML <mark>Marked</mark> Formatting</h2>

</body></html>HTML <del> Element

The HTML <del> element defines deleted/removed text.

<!DOCTYPE html><html><body>

<p>The del element represents deleted (removed) text.</p>

<p>My favorite color is <del>blue</del> red.</p>

</body></html>

HTML <sub> Element

The HTML <sub> element defines subscripted text.

<!DOCTYPE html><html><body>

<p>This is _subscripted text.</p>

</body></html>

HTML <sup> Element

The HTML <sup> element defines superscripted text.

<!DOCTYPE html><html><body>

<p>This is ^{superscripted} text.</p>

</body></html>

HTML ImagesHTML Images Syntax

In HTML, images are defined with the <img> tag.

The <img> tag is empty, it contains attributes only, and does not have a closing tag.

The src attribute specifies the URL (web address) of the image:

<img src="url">

The alt Attribute

The alt attribute provides an alternate text for an image, if the user for some reason cannot view it (because of slow connection, an error in the src attribute, or if the user uses a screen reader).

The value of the alt attribute should describe the image:

<!DOCTYPE html><html><body>

<h2>Alternative text</h2>

<p>The alt attribute should reflect the image content, so users who cannot see the image gets an understanding of what the image contains:</p>

<img src="img_chania.jpg" alt="Flowers in Chania" width="460" height="345">

</body></html>Image Size - Width and Height

You can use the style attribute to specify the width and height of an image.

<!DOCTYPE html><html><body>

<h2>Image Size</h2>

<p>Use the style attribute to specify the width and height of an image:</p><img src="img_girl.jpg" alt="Girl in a jacket" style="width:500px;height:600px;">

</body></html>HTML TablesDefining an HTML Table

An HTML table is defined with the <table> tag.

Each table row is defined with the <tr> tag. A table header is defined with the <th> tag. By default, table headings are bold and centered. A table data/cell is defined with the <td> tag.

<!DOCTYPE html><html><body>

<h2>Basic HTML Table</h2>

<table style="width:100%"> <tr> <th>Firstname</th> <th>Lastname</th> <th>Age</th> </tr> <tr> <td>Jill</td> <td>Smith</td> <td>50</td>

</tr> <tr> <td>Eve</td> <td>Jackson</td> <td>94</td> </tr> <tr> <td>John</td> <td>Doe</td> <td>80</td> </tr></table>

</body></html>

HTML FormsThe <form> Element

The HTML <form> element defines a form that is used to collect user input:

<form>.form elements.</form>

An HTML form contains form elements.

Form elements are different types of input elements, like text fields, checkboxes, radio buttons, submit buttons, and more.

The <input> Element

The <input> element is the most important form element.

The <input> element can be displayed in several ways, depending on the type attribute.

Here are some examples:

Type Description

<input type="text"> Defines a one-line text input field

<input type="radio"> Defines a radio button (for selecting one of many choices)

<input type="submit"> Defines a submit button (for submitting the form)

Text Input

<input type="text"> defines a one-line input field for text input:

<!DOCTYPE html><html><body>

<h2>Text Input</h2>

<form> First name:<br> <input type="text" name="firstname"> <br> Last name:<br> <input type="text" name="lastname"></form>

<p>Note that the form itself is not visible.</p>

<p>Also note that the default width of a text input field is 20 characters.</p>

</body></html>

HTML Colors

HTML colors are specified using predefined color names, or RGB, HEX, HSL, RGBA, HSLA values.

Background Color

You can set the background color for HTML elements:

Example

<h1 style="background-color:DodgerBlue;">Hello World</h1><p style="background-color:Tomato;">Lorem ipsum...</p>

Text Color

You can set the color of text:

Hello World

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat.

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.

<!DOCTYPE html>

<html>

<body>

<h3 style="color:Tomato;">Hello World</h3>

<p style="color:DodgerBlue;">Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat.</p>

<p style="color:MediumSeaGreen;">Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.</p>

</body>

</html>Border Color

You can set the color of borders:

Hello World

Hello World

Hello World

<!DOCTYPE html>

<html>

<body>

<h1 style="border: 2px solid Tomato;">Hello World</h1>

<h1 style="border: 2px solid DodgerBlue;">Hello World</h1>

<h1 style="border: 2px solid Violet;">Hello World</h1>

</body>

</html>

Color Values

In HTML, colors can also be specified using RGB values, HEX values, HSL values, RGBA values, and HSLA values:

Same as color name "Tomato":

<!DOCTYPE html>

<html>

<body

<p>Same as color name "Tomato":</p>

<h1 style="background-color:rgb(255, 99, 71);">rgb(255, 99, 71)</h1>

<h1 style="background-color:#ff6347;">#ff6347</h1>

<h1 style="background-color:hsl(9, 100%, 64%);">hsl(9, 100%, 64%)</h1>

<p>Same as color name "Tomato", but 50% transparent:</p>

<h1 style="background-color:rgba(255, 99, 71, 0.5);">rgba(255, 99, 71, 0.5)</h1>

<h1 style="background-color:hsla(9, 100%, 64%, 0.5);">hsla(9, 100%, 64%, 0.5)</h1>

<p>In addition to the predefined color names, colors can be specified using RGB, HEX, HSL, or even transparent colors using RGBA or HSLA color values.</p>

</body>

</html>

RGB Value

In HTML, a color can be specified as an RGB value, using this formula:

rgb(red, green, blue)

Each parameter (red, green, and blue) defines the intensity of the color between 0 and 255.

For example, rgb(255, 0, 0) is displayed as red, because red is set to its highest value (255) and the others are set to 0.

To display black, set all color parameters to 0, like this: rgb(0, 0, 0).

To display white, set all color parameters to 255, like this: rgb(255, 255, 255).

Experiment by mixing the RGB values below:

<!DOCTYPE html>

<html>

<body>

<h1 style="background-color:rgb(255, 0, 0);">rgb(255, 0, 0)</h1>

<h1 style="background-color:rgb(0, 0, 255);">rgb(0, 0, 255)</h1>

<h1 style="background-color:rgb(60, 179, 113);">rgb(60, 179, 113)</h1>

<h1 style="background-color:rgb(238, 130, 238);">rgb(238, 130, 238)</h1>

<h1 style="background-color:rgb(255, 165, 0);">rgb(255, 165, 0)</h1>

<h1 style="background-color:rgb(106, 90, 205);">rgb(106, 90, 205)</h1>

<p>In HTML, you can specify colors using RGB values.</p>

</body>

</html>