A01 chaf6542 06 se fm indd


Index customer orientation in website design  555–8, 653



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[Chaffey, Dave] Digital business and E-commerce 2nd book

Index

customer orientation in website design 

555–8, 653

customer profile 397, 653

customer relationship management 

(CRM) 388–92, 653

conversion marketing 397–400

customer acquisition management 



see customer acquisition 

management above

customer extension 448–53

segmentation and targeting 

448–53

product propensity modelling 



453

relevant e-communications 

450–1

RFM analysis 451–3



customer retention management 

see customer retention 

management below

excelling in service quality 443–8

online 445–8

failure in digital business (case study) 

469–70


marketing applications 389–92

online buying process 400–4

B2C and B2B behaviour 401–2

on purchases 401–2

net promoter score 402–4

social media and social CRM  

418–36

developing strategy 419–21



email marketing 431–5

interactive advertising 428–31

online partnerships 426–8

social CRM strategy 421–2

social media categories 422–4

social media marketing 435–6

social networks 424–5

technology solutions for 454–9

applications 455–6

and back-office systems 456

data quality 457

single-vendor or fragmented 

choice 456

what it is 393–7

e-CRM, benefits 394–5

e-CRM to social CRM 393–4

permission marketing 395–6

customer relationships 59

customer retention management 

436–43


in digital marketing 325

managing activity and value 440–3

mass customisation 438–40

personalisation 438–40

customer scenario in customer demand 

analysis 340

customer scenarios (user journeys) 545

customer segments of online 

marketplaces 49, 59

customer self-service 455, 653

customer value in digital business 203, 

653

customer-centric marketing 24, 393

Cutts, M. 91

dabs.com (case study) 427–8

Daniel, E. 218

Daniel, L. 137

data controller 142, 653

data migration 610–11, 653

data modelling in digital business 

531–6


attributes, identify 531

entities


identify 531

relationships between 531–3

Data Protection Act (1984) 141–5

data protection and privacy laws 130

data subject 142, 653

database creation and data migration 

610–11

database table 531, 654



Davenport, T.H. 480, 522

Davidow, W.H. 271

Dayal, S. 378

de Chernatony, L. 378–9, 542

de Jong, B. 217

de Kare-Silver, M. 207, 219, 351–2

Debenhams (case study) 208–9

dedicated server 104, 654

Dee, A. 418

Def-Shop.com (case study) 488

Deighton, J. 358, 405

Deise, M. 203, 216, 267, 268, 270–1

Dell, M. 271

Dell Computer (case studies)

innovation 227–8

marketing mix 368–71

Dell Premier (case study) 110

demand analysis, 654

in digital business strategy 199

for e-business 338

demographic segmentation 354

Department of Commerce (USA) 251

Department of Trade and Industry 

(DTI) 580, 591

deployment planning 611, 654

der Zee, J. 217

design for analysis (DFA) 622, 654

desktop applications 83

desktop browsers 83

Desmet, D. 67

destination sites 42, 429, 654

in online marketplace 51

development environments for digital 

business systems 609, 654

dial-up connection 103, 654

Dibb, S. 353

differential advantage in digital 

marketing 356, 654

differentiation strategies 224–5

digital business 15, 654

analysis and design of see analysis 

and design of digital 

businesses

capabilities, evaluation of 32

defined 14–15

and e-commerce, differences 13–28

audience reach, options for 19–24

transaction models 24–8

implementation of 598–601

acquiring systems, alternatives 

602–8

content management systems 



606–7

e-commerce servers, selecting 

607–8

search engine requirements 605



web content, managing 603–8

web frameworks and servers 

605–6

web standards, choice of 604



changeover 609–11

database creation and migration 

610–11

deployment planning 611



content management and 

maintenance 611–20

maintenance process and 

responsibilities 615–20

strategy, managing 611–14

updating content and scope 

614–15

testing 608–9



environments for 609

infrastructure see digital business 

infrastructure below

marketing see digital marketing 



below

metrics for

collecting, tools and techniques 

629–39


in performance measurement 

623–7


opportunities in 28–31

optimisation of services 599

performance of, measuring and 

improving 621–7

principles 621–7

budgeting 639–46

creating system 622–3

defining metrics 623–7

real-world experiences 599–601

strategy see digital business strategy 



below

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670

Index

supply chain management in 275–84

adoption rates 277–8

applications 277

definition 228–9

downstream management 281

information infrastructure for 

283–4


outbound logistics management 

281–3


restructuring 275–84

and RFID 280–1

technology options 275–6

upstream management 280

technological drivers of adoption 

30–1


barriers 34

consumer technology adoption 

32–4

risks 32–4



digital business infrastructure 78, 654

applications, managing 93–5

augmented reality (AR) 87

components 88–9

five-level infrastructure 89

creating new service 90–5

domain name registration 92

domain name selection 90–1

hardware infrastructure 92–3

systems software infrastructure 

92–3

uniform resource locators 91–2



internet governance 116–22

net neutrality principle 117

internet technology 89–90

platforms, supporting 82–5

web presentation and data exchange 

standards 114–16

web services 96–106

APIs 97


benefits 96–7

challenges 97–8

cloud computing 98–102

hosting providers, selecting 102–3

internal communications

extranet applications 109–14

internet TV 113

intranet applications 107–9

voice over IP 113

widgets 113–14

ISP connection 103–6

service quality, managing 103

service-oriented architecture 102

virtualisation 101–2

digital business strategy 180–4, 185, 

654

alignment 237–42

investment appraisal 238–42

productivity paradox 240–2

definitions 184–92

e-channel strategies 186–8

imperative for 185–6

strategy process models 189–92

impacting 237–42

information systems (IS) strategy 

237–8

marketing mix 180–4



social business, development of 180

strategic analysis 192–203

buy-side threats 202

capability maturity model 198

competitive environment analysis 

198–9


competitive threats, assessment 

199–202


competitor analysis 203

co-opetition 203

resource and process analysis 

193–8


sell-side threats 201–2

strategic objectives 203–17

business value, creating 207–8

objective setting 209–17

balanced scorecard approach 

216–17


conversion modelling for  

sell-side commerce 211–13

online revenue contribution 211

SMART objectives 210

vision and mission, defining 203–7

strategy definition 217–32

(1) channel priorities 218–20

diversification of platforms 220

(2) market and product 

development strategies 220–4

diversification 223

market development 222–3

market penetration 222

product development 223

right channelling applications 

221


(3) positioning and differentiation 

strategies 224–5

(4) business, service and revenue 

models 225–8

(5) marketplace restructuring 228

(6) supply chain management 

228–9

(7) internal knowledge 



management 230

(8) organisational resourcing and 

capabilities 230–2

options, selection of 217–18

strategy implementation 232–7

failed strategies 232–4

success factors 234

digital business transformation 6, 469, 




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