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Improving Customer Service

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1. Outline the specific information that Matt should collect to build a case for improving customer service at Datatronics.
2. Describe the top ideas for Matt to present to Joel next week.
3. How would Matt get Joel to support his ideas?

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One specific piece of information that Matt should collect to build a case for improving customer service at Datatronics, is the specific level of training that will be necessary for customer service reps within the organization, in order for these individuals to be able to serve customers most efficiently and effectively. This is due to the fact that at the present time the customer service staff within this organization were only given a basic course on the products that this company sales, and have not been given proper training on communication skills, listening skills, and effectively ascertaining and meeting the needs of customers in an expeditious manner. Another specific piece of information that Matt should collect would be the percentage of customers that have become so dissatisfied with the customer service that this organization offers, that ...

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CIS570LT#1
E-Commerce Site Analysis
Kimberly Houzz
CIS 570
Bruce Concklin
August 21, 2006

Introduction
Over the past few years, developments in Internet and on-line technology have increased with the deployment of broadband and wireless communication networks and the affordability of desktop and laptop computers. As a result, businesses and individuals around the world have harnessed these new technologies to create business-to-consumer and business-to-business e-commerce market places. In doing so, there has been a fundamental paradigm shift in how business and commerce is conducted. This paper explores a variety of e-commerce models and provides examples of businesses that use these models to make money and keep profits soaring. The models that will be discussed are: merchant, manufacturer, brokerage, advertising, and subscription.
Merchant Model
A merchant is a retailer of goods and services. The merchant provides a website with product information and an online ordering mechanism. Users select the products they want to buy and place an order. The merchant makes his money in the same manner as traditional "brick-and-mortar" shops, through the profit margin in the product price. This model is mainly suited for physical goods and services, such as books, computers or a pizza delivery service (iusmentis.com) . One company that uses this method is Overstock.Com, Inc.
Overstock.Com, Inc.'s principle activity is to provide online retailing activities. Overstock.Com offers closeout, brand-name merchandise for sale over the Internet. The closeout merchandise is typically available in inconsistent quantities and prices. The merchandise is available to consumers after it has been purchased and resold by disparate liquidation wholesalers. The merchandise offerings of the Group include bed-and-bath goods, home decor, furniture, kitchenware, watches, jewelry, computers and electronics, sporting goods, apparel and designer accessories. It also sells books, magazines, CDs, DVDs, videocassettes and video games.
Being compared to outlet centers, Overstock.com has been successful in liquidating excess inventory through the Internet. Many enjoy the avoidance of crowds and shopping in the privacy of their own home. This notion is evident in the company's increase in overall sales, with growth blossoming from $1.8 million in 1999 to $868 million in 2005. Overstock calculates that, since launching the site in October 1999, it has saved consumers millions of dollars off the retail prices recommended by manufacturers.
Manufacturer Model
Briannababywear.com is an example of a manufacturer-model type of e-business. It is a family-owned business, started in early 2002, that boasts the use of highly prized pima cotton and a superior mercerization process to produce quality children's clothing.
Although the briannababywear.com website provides an option for wholesalers to purchase wholesale products at special prices upon approval of their wholesale status it appeals primarily to the average consumer.
Visitors to the website are able to create an account using an email address and a unique password. Upon creating an account, the customer is able to place an order, check the status of that order, and keep track of previously placed orders. Creating an account requires the disclosure of some basic personal information including first and last name, date of birth, email address, company name, and street address including the city, state, and country and telephone number.
Upon registering with the site, a new account is created for customer use. The customer is able to search within three product categories including Baby Boy, Baby Girl, and Unisex. A search for a specific product is also allowed.
Briannababywear.com gives the customer the ability to learn more about the company by clicking on the 'About Us' tab at the top each page. One may also view a product catalog, purchasing options for wholesalers, contact information, a store locator, help options, and log off by clicking on the appropriate tab. Visitors to the site may select items based on specific features, such as one piece, outfit, top and bodysuit (long or short sleeved), sleepwear and bath, dresses and one pieces, and unisex, by clicking on the appropriate left tab.
The price of each item is displayed next to a "Buy Now!" button that allows visitors to place items in an online shopping cart. The site provides the following links at the bottom of each page: Home, Privacy Policy, Site Security, Shipping Info., Return Policy, Affiliate, and Links. Payment methods VISA, MasterCard, American Express, and PayPal are also displayed at the bottom of each page. The site contains a "GoDaddy.com" secure website flag as well as a BBB Online Reliability Program flag to assure the consumer that it is a safe and reliable website.
Briannababywear.com allows visitors to purchase a gift voucher for personal use, send a gift voucher to someone else, purchase items on the site using a gift voucher, and redeem a gift voucher using a unique redemption code. Gift voucher amounts are maintained by the website and may be used at any time.
The overall appearance of the website is simple, allowing for easy navigation, however; the quality of the photographs of the clothing offered for sale is poor, in some instances, making it difficult to view the clothing, in detail. Some of the photographs actually make the clothing appear undesirable. Furthermore, there is a limited selection of items available for purchase and some items are displayed multiple times on the same page. There are only nine items offered in the Baby Boy category, nine in the Baby Girl category, and nine in the Unisex category.
While Briannababywear claims to use the finest cotton and a superior manufacturing process, due to the poor photo quality and selection of items available at Briannababywear.com I would not be likely to purchase clothing, from this site, for my own child.
Brokerage Model
The brokerage business model is a design of the business of the firm to create value for the firm and its stakeholders.
Brokering is one of the popular business models. It is a link between buyer and seller, and aims to satisfy both of them. A broker may charge fees to either the buyer, the seller, or both. The broker does not produce any goods; it merely brings buyers and sellers together in an online marketplace. Let us discuss this by taking the example of Amazon.com.
Amazon.com is an amazing online supermarket that sells numerous items, including books, for which it is famous. To date, it is one of the world's leading online retailers with over 17 million customer accounts in over 150 countries. The company sells books, music, DVDs, videos, toys, electronics software, video games, and home improvement products. Through its marketplace services- amazon.com auctions and zshops the company has created web-based marketplaces where buyers and sellers enter into transactions involving a wide range of products.
As the company states in its 199 10-K:
We offer our customers a superior shopping experience by providing high value through selection, convenience, ease of use, low prices, product information and an intense focus on customer service. We are a proven technology leader, having developed electronic commerce innovations such as 1-click technology, personalized shopping services, easy to use search and browse features, secure payment protections, and wireless access to our stores (Amazon, 199 10-K).
In their 2005 SEC filing, Amazon describes the vision of their business as
"To relentlessly focus on customer experience by offering our customers low prices, convenience, and a wide selection of merchandise (Amazon, 2005 SEC)."
Online Superstore
Amazon has efficiently used the partnership, alliances and affiliation programs to develop its business model. It used these to supplement its own product lines. Amazon's platform and complete bouquet of services is made available to sellers to offer additional goods and services while Amazon earns the fees in return (" Syndicated stores program"). It has partnered with many organizations such as Waterstones, one of the largest traditional bookstores in the UK. The company found that competing with e-businesses could be so expensive and challenging that it entered a partnership agreement with Amazon where Amazon markets and distributes Waterstone's products for a percentage of the company's online sales. Similarly, in the US, Borders, a large book retailer, uses the Amazon merchant platform for distributing its products. It has also teamed up with the toy retailer, Toys R' Us.
Amazon Marketplace
The Amazon marketplace enables its customers and other retailers to sell their new and used books and other goods alongside the regular retail listings. A similar partnership approach is the Amazon 'Merchants@' program which enables third party merchants (typically larger than those who sell via the Amazon Marketplace) to sell their products via Amazon.
Amazon also offers auction services and a store-hosting program for small and medium-sized businesses called zShops. Amazon Auctions and zShops are open markets for goods; one can list (almost) anything for sale or auction. Amazon.com collects fees when one sells and, for auctions when one lists and sells.

Amazon.com also offers clothing and accessories through its numerous partners such as The Gap, Target, Eddie Bauer, and Nordstrom.
As discussed above, Amazon.com sells a wide variety of products online for both itself and its retail partners. It is a distributor of many products and services. For example, it is the world's biggest online distributor of books. Amazon.com has more than 5 million titles in stock and available for purchase everyday. Some of the more popular categories included art s and photography, biographies and memoirs, and business and investing as well as cookbooks and children's books, which can be purchased in hardcover, paperback, audio, and downloadable formats. Similarly, it offers a wide selection of music titles which could be purchased in various forms including tapes, compact discs, and downloadable formats, such as MP3s. It also offers a large selection of video and DVD titles for sale.
Both Amazon.com and some of its retail partners offer electronics, tools, and kitchen items for sale. Amazon.com sells a wide variety of electronic, kitchen goods, including offerings from some of its affiliated partners, such as Target. Amazon.com also offers a wide variety of tools, most of which are carried by its affiliate partners, such as Home Depot. Some of the hardware and tools available for sale include cordless screwdrivers and drills, electric saws and drills, circular saws, and sanders.
Amazon.com has a distribution system spread around the globe and has invested in creating better technology for tracking orders and creating efficient delivery systems for their customers.
Key success factors for Amazon.com include: Maintaining a high degree of customer intimacy, community building, and one-to-one marketing is the forte' of Amazon.com. Amazon.com also has very strong brand recognition. Selection and price are also key factors. Amazon.com provides a wide selection for consumers in product categories such as books as well as competitive pricing as compared to traditional brick and mortar stores and other online retailers.

Advertising Model

The web-advertising model is an extension of the traditional media broadcast model. Utilizing this model, web site provides content and services mixed with advertising messages in the form of banner ads. The banner ads may be the major or sole source of revenue for the broadcaster. The broadcaster may be a content creator or a distributor of content created elsewhere. The advertising model works best when the volume of viewer traffic is large or highly specialized.
Yahoo, which was incorporated in March 1995, began as a way for the company's two founders to keep track of their personal interests on the internet by listing information in categories and subcategories, which became the core concept behind the business. The company's early business model relied solely on the sale of banner ads and pop-up advertising to generate revenues. Corporations viewed Yahoo and the Internet as a new medium by which they could reach their customers through Internet advertising on a global basis. The success of Yahoo's business model and its potential as a new advertising medium were evident even before the company was incorporated. Yahoo! celebrated its first million-hit day in the fall of 1994, translating to almost 100 thousand unique visitors.
Today, Yahoo! Inc. is a leading global Internet communications, commerce and media company that offers a comprehensive branded network of services to more than 345 million individuals each month worldwide. Yahoo! is the No. 1 internet brand, globally and reaches the largest audience worldwide. Over time, the company's business model has evolved from one based solely on advertising revenue to providing online business and enterprise services designed to enhance the productivity and web presence of the company's clients. These additional services include Corporate Yahoo!, a popular customized enterprise portal solution, audio and video streaming, store hosting and management, and web site tools and services.
The company's search products include Yahoo! Search, Yahoo! Desktop Search, Yahoo! Toolbar; and Yahoo! Search on Mobile to navigate the Internet. Searching for information and local offerings can be done using Yahoo! Local, Yahoo! Yellow Pages, and Yahoo! Maps. Its Marketplace includes Yahoo! Shopping, Kelkoo, Yahoo! Auctions, Yahoo! Real Estate, Yahoo! Travel, Yahoo! Autos, Yahoo! Personals, Yahoo! Personals Premier, Yahoo! HotJobs, and Yahoo! Small Business for users seeking to purchase products and services on the Internet. Yahoo! also offers information products, such as Yahoo! Front Page, My Yahoo!, Yahoo! News, Yahoo! Finance, Yahoo! Health, and Yahoo! Education as well as entertainment products, including Yahoo! Sports, Yahoo! Music, Yahoo! Movies, Yahoo! TV, Yahoo! Games, and Yahooligans!. These services are examples of how Yahoo! has successfully incorporated elements of the infomediary model, providing information that helps consumers to understand products and markets into its business. The company has also incorporated elements of the merchant model into its business.
In addition, the company offers communications and connected life products that provide a range of communication and content services to users and small businesses. Its communications products include Yahoo! Mail, Yahoo! Messenger with Voice, Yahoo! Photos, and Yahoo! Communities. Connected life products comprise Broadband, Yahoo! Mobile, and Yahoo! Go. Yahoo! has strategic alliances with Alibaba.com Corporation, AT& T Corp, BT Group, Rogers Cable Inc., and Verizon Communications, Inc. These products and services are additional examples of how Yahoo's business model has evolved to include elements of the community model and subscription model.
Subscription Model
The Internet subscription e-commerce model is similar to the existing traditional book, music CD, videos, magazine, and newspaper subscription services. The Internet subscription e-commerce model is for businesses that charge a monthly fee for membership and access to its services. The advantage of utilizing the Internet subscription e-commerce model over traditional subscription services is the immediate access to a service. Traditional subscription services, typically, deliver products using the postal service. E-commerce Internet subscription services offer immediate access to downloadable copies of books, music, videos, magazines and newspapers over the Internet.
"Blockbuster, Inc. is a leading global provider of in-home rental and retail movie and game entertainment, with over 9,000 stores in the United States, its territories and 24 other countries..."(Annual Report, 2005, p.1). Blockbuster Online launched in 2004 offering an Internet subscription service within the United States. The Internet subscription service allows "customers to rent DVDs by mail and offer substantially more titles than our stores, including a wide array of both new release and catalog DVDs"(Annual Report, 2005, p.1). The online service enhances the existing network of Blockbuster retail store locations and currently has approximately 1.2 million subscribers (Annual Report, 2005).
The Blockbuster Online service reaches customers that are not within range of a traditional retail store and provides all customers with a convenient way to rent DVDs and video games. Customers can open or close an account, rent DVDs and video games, access their accounts, modify subscription level options, and more from the Internet subscription website - all while never leaving the comfort of their home. Blockbuster online is also expanding services to new customers that live in remote rural areas.
The future of Internet subscription services for Blockbuster online relies on its ability to adapt to technological advancements. Apple Computer has created a revolution within the music industry with innovative creations, such as, the iPod and iTunes. These products allow immediate access to downloadable music that is replacing traditional music CD subscription services. Apple Computer is poised to create another revolution within the movie industry with the creation of the video iPod and video downloads. As Blockbuster moves into the future, it will need to find ways to provide video download services that match those being created by Internet innovators.

References
Annual Report, (2005). Blockbuster, Inc. Retrieved on August 19, 2006 from
http://www.b2i.us/profiles/investor/fullpage.asp?f=1&BzID=553&to=cp&Nav=0
&LangID=1&s=0&ID=1442
(www.waterstones.co.uk)
http://www.iusmentis.com/business/ecommerce/businessmodels/

www.overstock.com
Marcus, J. (2004) Amazonia. Five years at the epicenter of the dot-com juggernaut, The New Press, New York, NY.
Round, M. (2004) Presentation to E-metrics, London, May 2005. www.emetrics.org.

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