4 Masalah E-Commerce
5 Aplikasi bisnis
6 Perusahaan terkenal
7 Kecocokan barang
8 Lihat pula
9 Bacaan lanjutan
10 Pranala luar
oleh pembeli. Setelah proses pengiriman selesai, barulah uang pembayaran diteruskan ke
pihak penjual.
Newsgroup
On-line Shopping
Conferencing
Online SEO
Perusahaan t
Workflow
From Wikipedia, the free encyclopedia
This article includes a list of references, but its sources remain unclear because it
has insufficient inline citations. Please help to improve this article by introducingmore precise
citations. (April 2009)
A workflow consists of an orchestrated and repeatable pattern of business activity enabled by the
systematic organization of resources into processes that transform materials, provide services, or
process information.[1] It can be depicted as a sequence of operations, declared as work of a person
or group,[2] an organization of staff, or one or more simple or complex mechanisms.
From a more abstract or higher-level perspective, workflow may be considered a view or
representation of real work.[3] The flow being described may refer to a document, service
or product that is being transferred from one step to another.[4]
Workflows may be viewed as one fundamental building block to be combined with other parts of an
organisation's structure such as information technology, teams, projects and hierarchies.[5]
E-dagang atau e-commerce merupakan bagian dari e-business, di mana cakupan e-business lebih luas,
tidak hanya sekedar perniagaan tetapi mencakup juga pengkolaborasian mitra bisnis, pelayanan
nasabah, lowongan pekerjaan dll. Selain teknologi jaringan www, e-dagang juga memerlukan teknologi
basisdata atau pangkalan data (databases), e-surat atau surat elektronik (e-mail), dan bentuk teknologi
non komputer yang lain seperti halnya sistem pengiriman barang, dan alat pembayaran untuk e-dagang
ini.
E-commerce pertama kali diperkenalkan pada tahun 1994 pada saat pertama kali banner-elektronik
dipakai untuk tujuan promosi dan periklanan di suatu halaman-web (website). Menurut Riset Forrester,
perdagangan elektronik menghasilkan penjualan seharga AS$12,2 milyar pada 2003. Menurut laporan
yang lain pada bulan oktober 2006 yang lalu, pendapatan ritel online yang bersifat non-travel di
Amerika Serikat diramalkan akan mencapai seperempat trilyun dolar US pada tahun 2011.
Dalam banyak kasus, sebuah perusahaan e-commerce bisa bertahan tidak hanya mengandalkan
kekuatan produk saja, tapi dengan adanya tim manajemen yang handal, pengiriman yang tepat waktu,
pelayanan yang bagus, struktur organisasi bisnis yang baik, jaringan infrastruktur dan keamanan, desain
situs web yang bagus, beberapa faktor yang termasuk:
1.
2.
3.
4.
5.
6.
7.
Tutorial
Every business should know who its target market is. Ideally you would know this
before you even started making sales. However, businesses evolve and so do
markets. The group you once thought was your target market may no longer be.
Keep an eye on the customer data you collect from your website, as itll make it easier
for you to keep your brand and communications on target and relevant to the people
who really buy from you.
Sales emails
Collecting email addresses and other contact information makes it easy to get in touch
with past and potential customers if you have something new they might be interested
in.
But click-to-open rates fell 11.4%, from 16.2% in 2011 to 14.4%, at the end of 2012
(source: Experian). It seems that customers are becoming less and less interested in
marketing emails, so use insights about your customers to make sure yours are on
target and contain something thats of interest.
Other communications
Sending out relevant news and offers to your customers can strengthen their
relationship with your brand, even if it doesnt get them to buy from you again right
away.
Problem solving
If you are armed with all the details of a customer, then you are going to be better
empowered to resolve any issues they might have. This might be in terms of payment,
a shipment thats gone missing or a complaint on another matter. These sorts of
issues need to be dealt with promptly and efficiently, and its easier to do that if you
have all the customer details on hand.
91% of unhappy customers will not use your company again. However, if you can
resolve the complaint, those customers will do business with you again 70% of the
time (source: Lee Resources).
Improve your service
Having customer data such as buying patterns and demographic details can really
help you improve customer service and marketing. Youll be able to get an idea of
customer buying habits and how they can work for you.
According to an American Express survey, 78% of customers have bailed on a
transaction or not made an intended purchase because of a poor customer service
experience. If you can pick up on these, you can deal with the underlying problems.
Customer loyalty
Tracking how customers shop lets you offer them reasons to keep coming back to
your store. If you notice that someone is often buying a product to be shipped as a gift,
give them money off for the next holiday or special occasion that comes around.
Loyalty cards and points are another great way to track your customers spending
habits while also giving them a reason to come back to the site. A loyal customer is
worth 10x more than their first purchase, according to the White House Office of
Consumer Affairs.
Social media
If you are collecting social media information from your customers, then you can use it
to engage with them. Its a good way to let your customers know that youre on their
favourite social network, and will hopefully prompt them to include you in a tweet/post
when they write about the brand.
According to a survey from Touch Agency, people are 75% more likely to buy from a
brand they follow on Twitter, so get yourself on the network and start engaging with
potential customers.
Decide what you want to learn from the survey and how you will use the results.
2.
Decide who should be surveyed. Identify population groups; if they are too large to permit surveying
everyone, decide how to obtain a sample. Decide what demographic information is needed to analyze and
understand the results.
3.
4.
Decide whether the surveys answers will be numerical rating, numerical ranking, yesno, multiple choice
or open-endedor a mixture.
5.
Brainstorm questions and, for multiple choice, the list of possible answers. Keep in mind what you want to
learn, and how you will use the results. Narrow down the list of questions to the absolute minimum that
you must have to learn what you need to learn.
6.
7.
Did respondents want to give feedback about topics that were not included? (Open-ended
questions can be an indicator of this.)
On the average, how long did it take for a respondent to complete the survey?
Also test the process of tabulating and analyzing the results. Is it easy? Do you have all the data you need?
8.
9.
10. Tabulate and analyze the data. Decide how you will follow through. Report results and plans to everyone
involved. If a sample was involved, also report and explain the margin of error and confidence level.
Survey Considerations
Conducting a survey creates expectations for change in those asked to answer it. Do not survey if action
will not or cannot be taken as a result.
Satisfaction surveys should be compared to objective indicators of satisfaction, such as buying patterns for
customers or attendance for employees, and to objective measures of performance, such as warranty data
in manufacturing or re-admission rates in hospitals. If survey results do not correlate with the other
measures, work to understand whether the survey is unreliable or whether perceptions are being modified,
for better or worse, by the organizations actions.
Surveys of customer and employee satisfaction should be ongoing processes rather than one-time events.
Get help from a research organization in preparing, administering and analyzing major surveys, especially
large ones or those whose results will determine significant decisions or expenditures.
Excerpted from Nancy R. Tagues The Quality Toolbox, Second Edition, ASQ Quality Press, 2004, pages 487489,
494.
Cost Savings
Saving money is one of the easier ways for an enterprise decision-maker to justify an
investment.
The savings can more than offset the costs of a enterprise system. This correlates to
Maslow's original hierarchy of physiological needs. The dollars saved cover the cost to
purchase.
Saving money occurs in multiple ways when it comes to software. While a traditional
measure is that the new application replaces a more expensive one, that's a benefit
that doesn't scale.
A stronger benefit is one which opens up a pipeline of new cost-cutting and operational
efficiency measures.
You've covered the lowest level ROI needs with this one, the benefit that is easiest to
see and measure. The importance of this should not be underestimated. However, it's
also the benefit with the lowest impact on the organization.
Revenue Generation
Next rung up the ROI hierarchy is creating new revenue. In this case, the benefit is
The aha moments of discovering information you need. Making connections with people
who see the possibilities you do. The ability to carve out a basis for recognition more
broadly than has been available previously.
All of these relate to the issue of more satisfied employees. Now a social software
application cannot on its own get you there. But it can play an important role in making
that goal a reality. In Ideas Are Core to Enterprise 2.0, four elements of ideas are
identified relating to higher employee engagement:
1.
2.
3.
4.
Ideas
Ideas
Ideas
Ideas
are me
Are the Basis for Finding Like-Minded Colleagues
Are Social Objects
Become Projects
Now the benefit of employee satisfaction is moving higher up the pyramid. Which
means its measurability is limited. But it also means its impact is higher.
Cross-Organisation Collaboration
An important objective of companies to getting employees to work together. It's not
enough to have the expertise and experience resident in employees. People need to
work together to achieve the various objectives of a company.
Cross-organization collaboration does three things:
1.Improves outcomes as a diversity of knowledge and perspectives are brought to bear
2.Strengthen bonds for the next initiative an employee works on
3.Reduces cases of duplicative efforts and unnecessarily starting from scratch
As has been discussed here previously, people with access to a wider range of
viewpoints consistently produce higher quality ideas. That only happens when the full
intellectual power of employees can be tapped through collaborative networks.
There is a tremendous opportunity for organisations to help their employees increase
the closer ties and extract much more value from those who are more distant, away
from one's strong ties. Because for most workers, those distant connections are
practically non-existent.
We're getting pretty high up on Maslow's ROI Hierarchy. The previous level of employee
satisfaction was more emotional. This level weaves in intellectual benefits as well.
Innovation Culture
Innovations that arise from a social software initiative can be measured; indeed they
are the most tangible ROI of Enterprise 2.0.
Ideas that are discovered and turned into action have produce an economic return of
business value. Where we are finding it tougher to quantify is, determining
improvements in team collaboration, communication, individual productivity and the
softer side of enterprise 2.0.
It's harder to measure; how deep is a company's innovation culture? This is a culture
where the nine principles of innovation management flourish inside an
organisation:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Introduction to E-marketing
Checklists
Planning Tools
E-marketing refers to the use of the Internet and digital media capabilities to help sell your products
or services. These digital technologies are a valuable addition to traditional marketing approaches
regardless of the size and type of your business. E-marketing is also referred to as Internet marketing
(i-marketing), online marketing or web-marketing.
As with conventional marketing, e-marketing is creating a strategy that helps businesses deliver the
right messages and product/services to the right audience. It consists of all activities and processes
with the purpose of finding, attracting, winning and retaining customers. What has changed is its
wider scope and options compared to conventional marketing methods.
E-marketing is deemed to be broad in scope, because it not only refers to marketing and promotions
over the Internet, but also includes marketing done via e-mail and wireless media. E-marketing also
embraces the management of digital customer data and electronic customer relationship management
(ECRM) and several other business management functions.
E-marketing joins creative and technical aspects of the Internet, including: design, development,
advertising and sales. It includes the use of a website in combination with online promotional
techniques such as search engine marketing (SEM), social medial marketing, interactive online ads,
online directories, e-mail marketing, affiliate marketing, viral marketing and so on. The digital
technologies used as delivery and communication mediums within the scope of e-marketing include:
Case Studies