E-business Trends and Spotting

Major trends

Consumer trends Service/ Process trends Organizational trends Enterprise technology trends Employee trends General Technology trends

Consumer trends

Faster serviceSelf serviceMore Product choice Integrated solution , not

piecemeal products.

e- Service trends

Integrated sales and serviceSeamless supportFlexible fulfillment and

convenient service delivery Increased process visibility

Organizational trendsContract manufacturing:

Becoming brand intensive, not capital intensive

Retain the core, outsource the rest: Business process outsourcing.

Virtual distribution

Enterprise technology trends Enterprise applications: Connect the

corporation Infrastructure convergence: Increasing

melding of voice, data & video. Multichannel Integration: Computer

telephony Integration and voice recognition

Wireless applications Leveraging legacy investments

Speed of service

Customer count speed of service as a key reason

He hates delay and hate waiting for service

For customer time is money

Self Service

Inconvenience and poor service make customers impatient.

In huge sector of business the intermediary or middleman should avoided.

Eg Insurance, Real estate etc.

Integrated Solution

Integrating functionality.Customer demands for all-under-

one- roof solution (Eg Wal-mart) or one shop lifestyle providers(Eg The Gap) and one life path providers (Eg Toys “R” Us)

Convergence of Sales and Service

Sales and service should go together. Customer relationship is the key to

business growth. Customer satisfaction should be

maintained throughout want-it-buy-it-and-use-it

This requires learning and tracking customer’s needs, behaviors, his inform and lifestyles and using this information to create a specific values.

This strategy is the path of customer loyalty and is called relationship selling

Ease of Use Make the customer service

consistent and reliable. Manager must understand that

customers value their time more. As the speed of service increases the

expectation of customer service grow high.

Make customer service easy and friendly

Companies must present customers with single points of contact rather than shuffling them from one department to another.

Provide Flexible fulfillment and convenient Service Delivery

Bring service to the customer, rather than waiting for them.

Eg Home deliveryProvide customer with reliable

service and quick delivery at low price.

Contract manufacturing:Become Brand Intensive, not

capital intensiveThe objective should be better

quality, dependability, speed, flexibility and cost advantage.

Companies should focus on what they can do the best.

Increase Process visibility

Provide visibility to products and services.

Internet provide proper tracking system.

Internal operations should be transparent.

Continuous Innovation and Employee Retention

Innovate of your product constantly depends on employee retention.

The trends in employee retention 1.Better Incentives and

Compensation 2.Earned Advancement

I,e promotion should be given based on abilities and if the employees are given hopes they can move up in the company and they will stay longer and work harder.

3.Better motivations.

The workforce has to be self motivated.

Integrated Enterprise Applications

Integrate the various functionalities like accounting, finance , manufacturing and customer service.

Meld voice, data and video

Convergence of various data and voice with

1.Improved bandwidth, 2.Quality of Service 3.Integrated Service 4.By Contacting customer

Multichannel Integration

Integration of various channels like Web, direct dial-up, Interactive voice response and kiosks for various application.

Wireless Application

Wireless infrastructure is a new wave to consumer and business applications.

Its more powerful, low cost and efficient.

Middleware:

The old systems cannot be replaced easily to new technology.

Middleware acts as a glue between them.