Professional Documents
Culture Documents
Introduction
Organizations have now been applying technologies based on the Internet, World Wide Web and
wireless communications to transform their business for over 20 years. Deploying these disruptive
digital technologies has offered many opportunities for innovative businesses.
Inbound marketing
On the internet, customers often initiate contact and are seeking information through searching
information on websites this is called a ‘pull’ mechanism where it is important to have good visibility
in search engines when customers are entering search terms relevant to a company. Marketing
professionals call this approach inbound marketing. Google has referred to this consumer decision-
making before they visit a retailer as the Zero Moment of Truth (ZMOT) which can be seen in the
image below.
Inbound marketing is useful as it reduces advertising waste. Search marketing, content marketing and
social media marketing can be used to target prospects with a defined need – they are proactive and
self-selecting. This can be seen as a weakness as marketers have less control (as in traditional
communications marketers push out a message).
There are many types of social presence, thus it is helpful to simplify the options to manage them.
Weinberg (2010) identified six categories:
• Social networking – the emphasis here is on listening to customers and sharing engaging
content.
• Social knowledge – these are informational social networks like Yahoo! or Wikipedia.
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• Social sharing – these are social bookmarking sites like Delicious which can be useful for
understanding the most engaging content within a category.
• Social news – e.g. twitter
• Social streaming –rich and streaming media social sites for sharing photos, video, and
podcasting.
• Company user-generated content and community – distinct from the other types of social
presence which are independent of companies, these are the company’s own social space
which may be integrated into product content, a customer support community or a blog.
Mobile commerce
Mobile commerce (m-commerce) is growing significantly and there are other trends related to this.
• The popularity of mobile apps.
• Location-based use of mobile devise as users may use apps or browsers while shopping.
• Related to this is location-based tracking of goods and inventory as they are manufactured and
transported.
Managers within an organization need to agree and communicate the digital transformation they are
proposing through using digital technologies to employees, customers and partners.
E-commerce defined
The scope of electronic commerce (e-commerce) is narrower than digital business. Thus also, non-
financial transactions such as customer support can be considered part of e-commerce. Kalakota and
Whinston (1997) referred to a range of different perspectives for e-commerce which are still valid
today:
• A communications perspective – the delivery of information, products/services or payments
by electronic means.
• A business process perspective – the application of technology towards the automation of
business transactions and workflows.
• A service perspective – enabling cost cutting at the same time as increasing the speed and
quality of service delivery.
• An online perspective – the buying and selling of products and information online.
Thus e-commerce also includes pre-sale and post-sale for e-commerce which are still valid today.
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Social commerce is an increasingly important part of e-commerce for site owners since incorporating
reviews and ratings into a site and linking to social networking sites can help understand customers’
needs and increase conversion to sale.
Enterprise social media software – systems used inside organizations to enable real-time collaboration
between employees and other stakeholders such as customers and suppliers to support business
processes such as customer service, supply chain management and new product development. These
are sometimes referenced as Enterprise 2.0.
If access to an organization’s web services is extended to some others, but not everyone beyond the
organization, this is an Extranet.
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• Brand-building sites – provide an experience to support the brand. The main focus is to
support the brand by developing an online experience. Low-value, high-volume fast-moving
consumer goods.
• Publisher or media sites – provide information, news or entertainment about a range of
topics. This is information both on the site and through links to other sites.
• Social network sites (SNS) – social networks could be considered to be in the previous category
since they are often supported by advertising, but the influence of social networks such as
LinkedIn and Twitter on company and customer communications suggests they form a
separate category.
Digital marketing
Digital marketing, e-marketing or Internet marketing is yet another field closely related to e-
commerce.