Ba@~ Syllabus Objective : The course is designed to expose students to the ever expanding e-commerce ecosystem. This course will help budding entrepreneurs to understand and help them in setting up of their business ideas with the help of internet. It also aims to equip students with knowledge, skill and competencies to manage efficiently and effectively. + Introduction to e-Business + Development and growth of e-Commerce + Internet protocol and security + Procurement + Electronic payment systems References + Brahm Canzer, E-Business, Cengage Learning * Chaffey, E-Business and E-commerce Management, Pearson + Laudon, E-Commerce, Pearson ies tyaia ta 23-03-2019Syllabus Introduction to e-Business *Definition of e-commerce | e-Commerce versus traditional commerce | Components of the internet | Extranet | Mobile commerce | Components in a mobile network | Models of E-Business (B-B, B-C, C-C, G-C, B-G, G-B, C-G), ‘Types of E-Business (E-Marketing, E-CRM, E-SCM, E- Procurement, E-Commerce). Online Revenue Models. Current Status and Trends in E-Business. Development and growth of e-Commerce + International e-Commerce | Components of an international e-Commerce strategy | On line shopping | Integrated value chain | On line brokerage i Syllabus Internet protocol and security +*Internet protocols | Security issues in e-Commerce environment | E-Business Architecture and Infrastructure; E-Business Designs | Implementation - E-Business Strategies, Selling on E-Commerce Platforms, Legal Issues, Success stories in E-Business in India and World, Competition. Competition in Indian €- Business world (Issues and Strategies) Procurement * How it works | Types of procurement | Trends in supply chain management Electronic payment systems * Electronic payment systems | Legal and ethical issues ine commerce | e-Cash | Mobile commerce | mobile payment models testy Bg 23-03-2019i¥” E-Commerce E-Commerce : > E : Electronic »Commerce : Trading £ E-Commerce Electronic * Electronic means use of World Wide Web for at least one part of the transaction's life cycle. % Use of Electronic medium to Market online + Use of Electronic medium to Order online *% Use of Electronic medium to Pay online “ Use of Electronic medium to Track online * Use of Electronic medium to provide feedback online % Use of Electronic medium to control Supply Chain % Use of Electronic medium to control Back Office tasks testy Bg 23-03-2019i¥” E-Commerce What is Commerce : “ Commerce is a division of trade or production which deals with the exchange of goods and services from producer to final consumer “It comprises the trading of something of economic value such as goods, services, information, or money between two or more entities. “E-Commerce or Electronic commerce is a process of buying, selling, transferring, or exchanging products, services, and/or information via electronic networks and computers £ E-Commerce Commerce Consists of: “Buyers - these are people with money who want to purchase a good or service. “Sellers - these are the people who offer goods and services to buyers. Producers - these are the people who create the products and services that sellers offer to buyers. 23-03-2019i¥” What is E-Commerce Commonly known as Electronic Marketing. “It consist of buying and selling goods and services over an electronic systems such as the internet and other computer networks.” “E-commerce is the purchasing, selling and exchanging goods and services over computer networks (internet) through which transaction or terms of sale are performed Electronically. ‘Shipment sent to Customer 23-03-2019i¥” Business ‘TRADITIONAL BUSINESS Manufacturer || Distribution || Wholesaler || Retailer || Advertisement 20% 10% 30% 10% s0% Customer 100% DIRECT SELLING Company Customer, £ Why E-Commerce Low Entry Cost : " Reduces Transaction Costs es “ Reduces Transfer Cost “ Access To The Global Market / \ *& Secure Market Share * Locate/Compare the Product Quicker “Eliminate Travel Time and Cost 4 Provide Neals, Rargains, Coupens “Open 24x7x365 “Create Targeted Communication * Provide Abundant Information “Gain New Customers with Search Engine Visibility 23-03-2019Traditional Commerce Vs } e-Commerce lbusiness which focuses lon the exchange of lproducts and services, land includes all those lactivities which lencourages exchange, in lsome way or the other. BASIS FOR TRADITIONAL E-COMMERCE COMPARISON COMMERCE Meaning Icommerce is @ branch of e-Commerce means Jcarrying out lcommercial ltransactions or lexchange of information, lelectronically on the internet. Traditional Commerce Vs e-Commerce BASIS FOR TRADITIONAL E-COMMERCE COMPARISON COMMERCE Processing of Manual [Automatic Transactions lAccessibility Limited Time 124x7%365 Physical inspection Goods can be linspected physically befure purchase, Goods cannot be inspected physically before purchase. Customer interaction [Face-to-face IScreen-to-face Scope of business Limited to particular larea. Worldwide reach testy Bg 23-03-2019Traditional Commerce Vs e-Commerce BASIS FOR TRADITIONAL Pip icine COMPARISON COMMERCE Information exchange |No uniform platform [Provides a uniform ror exchange of platform for information. information exchange. Resource focus [Supply side [Demand side Business Relationship [Linear [End-to-end Marketing lone way marketing _ [One-to-one marketing Payment Icash, cheque, credit [credit card, fund card, etc. transfer etc. Delivery of goods _|instantly [Takes time £ Internet and E-Commerce Worldwide Internet access it ubiquitous. Both consumers and businesses are increasingly reliant on the Internet every day as a valuable source of news, information, entertainment and cammerce “New and highly disruptive business models are threatening traditional businesses by presenting unique opportunities for investors and consumers alike. testy Bg 23-03-2019i¥” What Network is ? Acomputer network is a set of computers connected together for the purpose of sharing resources. Blackbecry Backside of a Computer Network Switch teste Sg 23-03-2019& What Internet is ? * The vast collection of computer networks which form and act as a single huge network for transport of data and messages across distances which can be anywhere from the same office to anywhere in the world. * A network of networks, joining many government, university and private computers together and providing an infrastructure for the use of E-mail, Bulletin boards, File archives, Hypertext documents, Databases and other computational resources. “Internet is a cooperative effort of many peonle and Organizations. “When you access the Internet, you become the part of the electronic community that encompasses most of the work. testy Bg 23-03-2019 10What Internet is ? “The largest network of netwerks in the world. “Runs on any communications substrate. “Uses TCP/IP protocols and packet switching. > Every host on the Internet must have a unique IP address > The IP address is a 32-bit number which we write in dotted decimal notation > The first part of the IP address is the network address - the remainder is the host ID ‘A subnet mask is used to determine the network address from a IP host address > All hosts on the same network are configured with the same subnet mask To obtain the network address, AND the host IP with its subnet mack: Q Host address: 192.252.12.14 Q Subnet mask: 255.255.255.0 7 7 & What Internet is ? % IP network addresses must be unique, or the Internet will not be stable The Internet Network Information Centre (InterNIC) was originally responsible for issuing Internet network addresses * Today, the Internet Assigned Number Authority (IANA) issues network addresses to Information Service Providers (ISPs) ‘ISPs split networks up into subnets and sell them on to their customers IP addresses are used to identify hosts on a TCP/IP network Example: 134.220.1.9 Numbers are not ‘friendly’ ~ people prefer names DNS is a protocol used to map IP addresses to textual names E.g. www.wlv.ac.uk maps to 134,220.1.9 testy Bg 23-03-2019 1i¥” Drivers of Internet “ Computer System (Computer / Mobile / Palmtop / Tablet .....) Internet Connection (wired / wireless) “* Modem (Leaseline / Broadband / Dongle / Mobile... ) An application software namely Browser, which used to locate, retrieve, and display contents from World Wide Web. Common browsers are Internet Explorer, Google Chrome, Mozilla Fire Fox etc. 0 es & @] @ £ Names on the Internet On the Internet there are so many computers connected to each other. There are two ways to Identity a computer. > Other by names (through unique name). http://www.amazon.com or http:/;www.google.com > One by number (through IP address) O http://54.239.25.192 or http://216.58.203.67 or http://10.68.7.186/ or http://192.168.1.7 * Domain Categories cam far commercial organizations > edu for educational institutions > gov for government agencies > org for non-profit organizations. testy Bg 23-03-2019 12ey Web Address or URL Each web page accessible through www has a unique name named as URL (Uniform Resource Locator) “ AURLis termed as Internet address. “ AURLhas four parts: ** The protocol used to retrieve the resource ‘The host where the resource is held ‘The port number of the server process on the host The name of the resource file / web address pe ooo Protocol Port number ame of wed page 23-03-2019 13Internet at Home ter with Wireless Adapter Wireless Device Laptop wit USB Dongle Desktop Computer Connected through Ethernet Cable Components of Internet 4 Logical Components > Ihe logical components ot the Internet include a collection ot data systems >The WWW is actually only one of these data systems providing the services that make up the internet Other data systems include Email, Chat, Newsgroup, Telnet and Videoconferencing + Physical Components >The physical components of the internal are actual devices and hardware that allow the logical components to function > This is what makes up the infrastructure of the Internet, > These physical components include but not limited to; servers, personal computers, modems, ‘outers, cables, etc. Internet require certain software programs and hardware to be installed along with Internet access, before one can use it. testy Bg 23-03-2019 1423-03-2019 i¥” Components of Internet wonton woraaton Media ca £ Components of Internet23-03-2019 i¥” How Internet works Internet (Public Internetwork) (Company only inside Network) testy BgInternet, Intranet, Extranet [Parameter | internet [intranet | Extranet | Type of Public Private Private / VPN Network se Largeno.of Limited no. of Limited no. of connected connected connected devices devices devices over internet Security Depends on _ Firewall Firewall sprates the device protected Internet and connected to Extranet device rae on Serene een eee ae a Protocols Policy and Agreed Policy ih Internet, Intranet, Extranet a Accessibility Anyone Authorized Authorized People People Information Canbe shared Canbe shared Can be shared Sharing across the securely within between employees world an organization and external people Owner Not owned by Ownedbya Owned by one or anyone particular more organiz organization Example WWW. Email, Internal Network of Chat, Social operations Collaboration Media network of an between agreed organisation organizations testy Brg 23-03-2019 723-03-2019 =e oe iiss . & & compere au, omi¥” Mobile Commerce E-Commerce M-Commerce + Wireless Web £ Mobile Commerce + Mobile Commerce Services were first delivered in 1997, when the first two mobile-phone company enabled Coca Cola vending machines were installed in Helsinki in Finland. The machines accepted payment via SMS text messages. + The first mobile phone-based banking service was launched in 1997 by Merita Bank of Finland, also using SMS. “The M-Commerce server developed in late 1997 by Kevin Duffey at Logica. * Since the launch of the iPhone, mobile Commerce has moved away from SMS systems and into actual 6 applications. 23-03-2019 19Mobile Commerce % Mobile Commerce is also known as M-Commerce. ¢ M-Commerce is the buying and selling of goods and services through wireless handheld devices. ¢ Mobile Commerce is the buying and Transact. > Communicate. » Entertain. testy Bg 23-03-2019 2ai¥” Attributes of M-Commerce “+ Ubiquity : easier information access in real-time * Convenience : devices that store data and have Internet, intranet, extranet connections connectivily ; easy ard quick Curmectin lo Internet, intranets, other mobile devices. “ Personalization : preparation of information for individual consumers * Localization of products and services : knowing where the user is located at any given time and match service to them. £ Mobile Network ‘Outdoor network Indoor network (office) 23-03-2019 22i¥” Services and Applications ¢ Mobile ticketing is the process where the customers can order, pay for, obtain and validate tickets from any location and at any time using Mobile phones . Tickets can be booked and cancelled on the mobile device with the help of simple application downloads. Delivery of tickets to mobile phones can be done in the form of a Text or Barcode SMS. ¢ Mobile Tickets can be purchased in a variety of ways including online, via text messaging or in a secure mobile application. £ Services and Applications 4 Mobile Ticketing is used in many applications like: > Airline / Railway / Bus ticketing > Cinema ticketing > Concert/Event ticketing > Consumer voucher distribution “Benefits to the ticket buyer > Instant delivery of mobile tickets at the time of purchase. > Individual mobile tickets can be forwarded to a friend. > Quicker entry with no waiting in lines. “Benefits to the ticket seller > Reduced will call ines and staffing. > Guaranteed security, only one entry per barcode. > Event is ‘greener’ with reduced paper waste testy Bg 23-03-2019 23i¥” Services and Applications *% Mobile Money Transfer refers to payment services which are performed by using a mobile phone. By using this service we can transfer money from one person to other by using a mobile phone. Ex: Banks has started IMPS - Interbank Mobile Payment Service. It is an interbank electronic instant mobile money transfer service through mobile phones. & Services and Applications er nn See Thanking service ‘mobile number with with a bank. ‘atank. 1 He gets the = Hewill gt an Mobile ones 1D MAID bat will not and Mabie PIN. ‘need an MPIN or the * Dovenloads and IMPS application. Activates the IMPS ' Shares his mobile ‘pplication srumbor and SAD = Eaters the rece ‘With the emitter. ‘ers mobile number 1 When the money is and MMID. Coscarf den soe latte = sooo bbe ea. feet an SS. 23-03-2019 24,i¥” Services and Applications “ Content purchase and delivery mainly consists of the sale of ring- tones, wallpapers, and games for mobile phones. “+ The convergence of mobile phones, portable audio players, and video players into a single device is increasing the purchase and delivery of full-length music tracks and video. £ Services and Applications % Information services : A wide variety of information services can be delivered to mobile phone users in much the same way as it is delivered to PCs. These services include News, Stock quotes, Sports scores, Traffic reporting ‘estate saree "NEWS" wor mbenesgcet eto §360 23-03-2019 25i¥” Services and Applications “ Mobile Banking : Banks and other financial institutions use mobile Commerce to allow their customers to access account information and make transactions, such as purchasing stocks, remitting money, receive notifications, transfer money to other banks. £ Services and Applications 4 Mobile Banking Services are: » Cash-in, cash-out transactions on an ATM > Checking the balance > Mini-statements and checking of account history > Recent transactions > PIN provision, Change of PIN and reminder over the Internet, testy Bg 23-03-2019 26Services and Applications *% Mobile Browsing : The location of the mobile phone user is an important piece of information used during Mobile Commerce or M-Commerce transactions. * Knowing the location of the user allows for location based services such as: > Local discount offers > Tracking and monitoring of people fy Services and Applications * Mobile Purchase : Some merchants provide mobile websites that are customized for the smaller screen and limited user interface of a mobile device. testy te Sgr 23-03-2019 27Services and Applications *% Mobile marketing and advertising is highly responsive sort of marketing campaign, especially from brands’ experience point of view. * Corporations are now using M-Commerce to expand everything from services to marketing and advertisement. ‘* Types of M-marketing and advertising are Mobile Web Poster, SMS advertising, MMS advertising, Mobile games, Mobile videos, Audio Advertisements £ Services and Applications + Mobile vouchers, coupons and loyalty cards : The voucher, coupon, or loyalty card is represented by a virtual token that sent to the mobile phone. Presenting a mobile phone with one of these tokens at the point of sale allows the customer to receive the same benefits as another customer who has a loyalty card or other paper coupon/voucher testy Bg 23-03-2019 28i¥” Mobile : Payment Methods * Consumers can use many forms of payment in mobile Commerce. + They are: > Premium SMS / Prenii > Direct Mobile Billing. » Mobile WAP. > Macro payment and Micro payment Services. > Mobile Wallet. MMS Uatisaction. £ Mobile : Payment Methods “ Premium Rate Telephone Numbers are telephone numbers for telephone calls during which certain services are provided, and for which prices higher than normal are charged. * Unlike a normal call, part of the call charge is paid to the service provider, thus enabling businesses to be funded via the calls. ¢ The services that use Premium Rate Numbers are: > Directory Enquiries > Weather Forecasts > Competition and Voting testy Bg 23-03-2019 29i¥” Mobile : Payment Methods * Direct Mobile Billing also called direct to bill, is a method of paying for merchandise by charging the purchase to a mobile phone account. & At the time of checkout, the customer selects the mobile billing option on a smart phone and follows a two-factor authentication procedure. % After the authentication, which usually involves a PIN(personal identification number) and onetime password, the consumer's mobile account is charged for the amount of the purchase, plus applicable taxes and, in some cases, a processing fee. * Direct mobile billing does not require any previous registration, anu i dues NUL involve any ullter sources Uf funuing such &> credit cards or bank accounts. £ Mobile : Payment Methods * Macro payment Services : This kind of payments is used by traditional electronic Commerce and they usually involve more amounts more. + Payments by credit cards are the most common method for Macro payments. pay processor etn the ansaton 1. Mie ws mering creda iforiva entet pier ont bk 4. Payments een mobile sera ak 3 Information sharing bowen pay cece nd tank 23-03-2019 30i¥” Mobile : Payment Methods “ Micro payment Services : These usually involve lesser amounts, which are too small to be economically processed by credit cards. ‘ The amounts are usually charged to user’s phone bills. fee oe £ Mobile : Payment Methods + Mobile Wallet : A mobile wallet based payment strategy deals with how, where and when the payments can be accepted and processed using the user’s wallet accounts. * A mobile wallet payment option includes the following: > Prepaid — Here the users top up their mobile wallet, accounts upfront and such mobile wallet accounts are used to make the payments in context of the mobile sales transactions testy Bg 23-03-2019 31i¥” Mobile : Payment Methods >» Post-paid — In this case, a user’s mobile wallet account is linked to his or her carrier billing account. The mobile sales transactions are paid with the user’s mobile wallet account, which in turn is charged to the associated mobile billing account that is usually paid on a monthly or quarterly basis. > Card linked mobile wallets - In this mobile wallet strategy, the mobile wallet accounts are linked to user’s debit or credit cards. In a mobile sales transaction, with card linked mobile wallet payment, the final payment is made from the wallet account that is linked to user’s cards. £ Advantages + Advantages of M-Commerce are: > Portability > Instant connectivity > Mobility > Personalization > Localization testy Bg 23-03-2019 32Dis-Advantages of M-Commerce are > Small screens of most devices still limit types of file and data transfer (i.e. streaming videos, etc.) > Use of graphics limited > User interface is often difficult to learn how to use > Speed » Limited storage capacity of devices £ Components in a Mobile Network Tofixednetvork (PSTHISON, POM) a Note Scr eee —— haeraton Cone Hemet Saar WR Visor Lace rege testy Bg 23-03-2019 33E-Business ee Monogenent ; aa = E BUSINESS E Commerce Supply Chain Se Customer Relationship ‘Management tuRnIADID Business Model > ABusiness Model is a conceptual structure that supports the viability of a product or company and explains how the company operates, makes money, and how it intends to achieve its goals. All the business processes and policies that @ company adopts and follows are part of the business model > Abusiness model is supposed to answer who your customer is, what value you can create/add for the customer and how you can do that at reasonable costs. > Every business model intrinsically has three parts ~ + everything related to designing and manufacturing the product + everything related to selling the product, from finding the right customers to distributing the product 4 everything related to how the customer will pay and how the company will make money testy Bg 23-03-2019 34i¥” Business Model There are different types of business models meant for different businesses. Some of the basic types of business models are: > Manufacturer : A manufacturer makes finished products from raw materials. It may sell directly to the customers or sell it to. a middleman i.e another business that sells it finally to the customer. Ex: Ford, 3M, General Electric. > Distributor : A distributor buys products from manufacturers and resells them to the retailers or the public. Ex: Auto Dealerships. > Retailer : A retailer sells directly to the public after purchasing the products from a distributor or wholesaler. x: Amazon, Tesco. £ Business Model > Franchise : A franchise can be a manufacturer, distributor or retailer. Instead of creating a new product, the franchisee uses the parent business's model and brand while paying royalties to it. Ex: McDonald, Pizza Hut > Brick-and-mortar : Brick-and-mortar is a traditional business model where the retailers, wholesalers, and manufacturers deal with the customers face-to-face in an office, a shop, or a store that the business owns or rents. > Online Shopfronts : Online shops are designed to provide information about products and services online and to. accept orders online. testy Bg 23-03-2019 35,i¥” Business Model > Bricks-and-clicks : A company that has both an online and offline presence allows customers to pick up products from the physical stores while they can place the order online. This model gives flexibility to the business since it is present online for customers who live in areas where they do not have brick-and-mortar stores. Ex: Almost all apparel companies nowadays. > Nickel-and-dime : In this model, the basic product provided to the customers is very cost-sensitive and hence priced as low as possible. For every other service that comes with it, a certain amount is charged. Ex: All low-cost air carriers. £ Business Model > Built to Order Merchant Model : a manufacturer use this model by offering goods or services and the ability to order customized versions. > Service Provider Model : some service providers provide advertising based access to their services, hoping to recover the cost through revenue from the advertisers. > PREPAID ACCESS MODEL : gives users greater control over how much to spend over the service. > BROKER MODEL : brokers are the market makers. These can be Business to Business, Business to Customer, Customer to Customer testy Bg 23-03-2019 36Business Model > Freemium : This is one of the most common business models on the Internet. Companies offer basic services to the customers for free while charging a certain premium for extra add-ons. So there will be multiple plans with various benefits for different customers. Generally, the basic service comes with certain restrictions or limitations, such as in-app advertisements, storage restrictions etc., which the premium plans shall not have. For example, the basic version of Dropbox comes with 2 GB storage. If you want to increase that limit, you can move to the Pro plan and pay a premium of $9.99 a month for it. This model is one of the most adopted models for online companies because it is not only a great marketing tool but also a cost-effective way to scale up and attract new users. Business Model > Subscription : if customer acquisition costs are high, this business model might be the most suitable option. The subscription business model lets you keep customers ‘over a long-term contract and get recurring revenues from them through repeat purchases. Ex: Netflix, Dollar Shave Club. > Aggregator : Aggregator business model is a recently developed model where the company various service providers of a niche and sell their services under its own brand. The money is earned as commissions. Ex, Uber, Airbnb, Oyo. testy Bg 23-03-2019 3723-03-2019 Business Model > Online Marketplace : Online marketplaces aggregate different sellers into one platform who then compete with each other to provide the same product/service at competitive prices. The marketplace builds its brand over different factors like trust, free and/or on-time home delivery, quality sellers, etc. and earns commission on every sale carried on its platform. Ex. Amazon, Alibaba. > Advertisement : Advertisement business models are evolving even more with the rise of the demand for free products and services on the internet. Just like the earlier times, these business models are popular with media publishers like Youtube, Forbes, etc. where the information is provided for free but are accompanied with advertisements which are paid for by identified sponsors. Business Model > Data Licencing / Data Selling : With the advent of the internet, there has been an increase in the amount of data generated upon the users’ activities over the internet. This has led to the advent of a new business model - the data licencing business model. Many companies like Twitter and Onesignal sell or licence the data of its users or users of users to third parties which then use the same for analysis, advertising, and other purposes. > Agency-Based : An agency can be considered as a partner company which specialises in handling the non-core business activities like advertising, digital marketing, PR, ORM, etc. This company partners with several other companies that outsource their non-core tasks to them and is responsible to mai privacy and efficiency in their work. Examples of such agencies are Ogilvy & Mathers, Dentsu Aegis Network, etc. yahoo 38Business Model > Affiliate Marketing : Affiliate marketing business model is a commission-based model where the affiliate builds its business around promoting a partner's product and directs all its efforts to convince its followers and users to buy the same. In return, the affiliate gets a commission for every sale referred. An example of a business operating on affiliate marketing business model is lifewire.com. > Dropshipping : Dropshipping is a type of e-commerce business model where the business owns no product or inventory but just a store. The actual product is sold by partner sellers who receive the order as soon as the store receives an order from the ultimate customer. These partner sellers then deliver the products directly to the customer. &h Business Model > Crowdsourcing : Crowdsourcing business model involves the users to contribute to the value provided. This business model is often combined with other business and revenue models to create an ultimate solution for the user and to earn money. Examples of businesses using crowdsourcing business model are Wikipedia, reCAPTCHA, Duolingo, etc. > Peer 2 Peer Catalyst/Platform : A P2P economy is a decentralized internet-based economy where two parties interact directly with each other to buy or sell goods or to conduct a transaction without the intervention of any third party. A P2P catalyst is a platform where these users meet. Examples of P2P platforms are Craigslist, OLX, Airbnb etc. testy Bg 23-03-2019 39Business Model > Blockchain : The Blockchain isan immutable, decentralized, digital ledger. tt is a digital database that no one owns but anyone can contribute to. Many businesses are taking this, decentralised route to develop their business models. Models based on blockchain are not owned or monitored by a single entity, Rather, they work on peer-to-peer interactions and record everything on a digital decentralized ledger. > SAAS, IAAS, PAAS : Many companies have started offering their software, platform, and infrastructure as a service. The ‘as aservice’ business model works on the principle of pay as you go where the customer pays for his usage of such software, platform, and infrastructure; he pays for what and how many features he has used and not for what he hasn't. Business Model > High Touch : The High Touch model is one which requires lots of human interaction, The relationship between the salesperson and the customer has a huge impact on the overall revenues of the company. The companies with this business model operate on trust and credibility. Ex: Hair salons, consulting firms. Low Touch : The opposite of the High Touch model, the Low Touch model requires minimal human assistance or intervention in selling a product or service. Since as a company, you do not have to maintain @ huge sales force, your costs decrease, though such companies also focus on improving technology to further reduce human intervention while making the customer ‘experience better at the same time. Ex: Ikea, SurveyMonkey. v testy Bg 23-03-2019i¥” Key Elements of a Business Model > Value proposition “Why should the customer buy from you ?” “Successful e-commerce value propositions: ¥ Personalization/customization ¥ Reduction of product search, price discovery costs ¥ Facilitation of transactions by managing product delivery £ Key Elements of a Business Model > Revenue model “How will you earn money ?” “Major types of revenue models: Y Advertising revenue model ¥ Subscription revenue model ¥ Transaction fee reverue model “Sales revenue model Y Affiliate revenue model testy Bg 23-03-2019 a1i¥” Key Elements of a Business Model > Market opportunity “What marketsy what is its size Marketspace: Area of actual or potential commercial value in which company intends to operate “Realistic market opportunity: Defined by revenue potential in each market niche in which company hopes to compete Market opportunity typically divided into smaller niches do you intend to serve and £ Key Elements of a Business Model > Competitive environment *“Who else occupies your intended market space 2” ¥ Other companies selling similar products in the same marketspace Y Includes both direct and indirect competitors “Influenced by: Y Number and size af active campetitars v Each competitor’ s market share v Competitor’ s profitebility & pricing testy Bg 23-03-2019 42i¥” Key Elements of a Business Model > Competitive advantage “What special advantages does your firm bring to the market space ?” “1s your product superior to or cheaper to produce than your competitors’ ? Important concepts: “Asymmetries First-mover advantage, complementary resources Unfair competitive advantage “Leverage Perfect markets £ Key Elements of a Business Model > Market strategy “How do you plan to promote your products or services to attract your target audience ?” “Details how a company intends to enter market and attract customers “Best business concepts will fail if not properly marketed to potential customers 23-03-2019 43i¥” Key Elements of a Business Model > Organizational development “How do you plan to promote your products or services to attract your target audience ?” “Details how a company intends to enter market and attract customers “Best business concepts will fail if not properly marketed to potential customers £ Key Elements of a Business Model > Management team “What kind of leaders have? “A strong management team: ¥ Can make the business model work Y Can give credibility to outside investors V Has market-specifie knawledge rounds should the company’ s ¥ Has experience in implementing business plans testy Bg 23-03-2019> An e-business model is simply the approach a company takes to become a profitable business e-Business Model on the Internet. e-Business > E-Business model describes how Concept a company functions; how it — provides a product or service, Proposition how it generates revenue, and how it will create and adapt to aaa new markets and technologies. of Revenue > Ina successful business, all ofits pea business model components picaaainay work together in a cooperative Capability and supportive fashion. £ Models of E-Business > E-Business Concept : The e-business concept describes the rationale of the business, its goals and vision, and products or offerings from which it will earn revenue. A successful concept is based on a market analysis that identifies customers likely to purchase the product and how much they are willing to pay for it. “Goals And Objectives “Corporate Strategies testy Bg 23-03-2019 4523-03-2019 Models of E-Business > Value Proposition : The value that the company will provide to its customers and other way round, Attempts to offer better value than competitors so that the buyer will benefit most with product. + A value proposition may include one or more of the following points: 4 Reduced price Improved service or convenience such as the "click" checkout + Speed of delivery and assistance + Products that lead to increased efficiency and productivity Access to a large & available inventory that presents options for buyer Providing value in an e-business uses the same approach as providing valu any business, although it may require different capabilities, But common to both are the customers who seek out value in a business transaction. The value proposition helps focus the business on the well- being of the customer, where it remains in successful companies. £ Models of E-Business > Sources Of Revenue : Depending on the business model, several revenue sources may be available ‘o an e-business. Many online businesses will have a three or four of these sources. A mix of revenue sources is often referred to as a revenue model but may be mistakenly called a business model. Some of these sources of revenue are: 4 Advertising Affiliation 4 Agent commissions Licensing 4 Sales commissions + Sales profits + Sponsorship + Subscription 4 Syndication + Use Fees testy Bg 4623-03-2019 Models of E-Business ® Activities, Resources And Capabilities : The activities, resources and capabilities of a business are sometimes known as its requirements. In order to perform the activities required to carry out the mission of the business, certain resources are needed; for example, employees with certain skills, or capabilities, are needed to perform activities correctly and efficiently. Also, inventions, processes and other intellectual property may add to the individual knowledge of an employee to develop a competence in the performance of the required activities. + Acti Activities are specific business processes or groups of processes such as design, production and sales that implement the business concept. The operational business model identi the costs and outputs of each activity. £ Models of E-Business + Resources : In order to perform activities an organization requires human, tangible, intangible and supporting resources. Human resources, in particular the skills and knowledge of employees are important, as are the programs (e.g. incentives, training) and institutions that support them. Of related importance is the “corporate culture" that shapes how employees work together and which may also be instrumental in determining how a company works with its partners, or whether a merger between two companies can be successful * Capabilities : In order for the business to be successful, workers with certain skills, or capabilities, must be available. testy Bg 47Models of E-Business > Business-to-Consumer (B2C) > Business-to-business (B2B) > Consumer-to-consumer (C2C) > Business-to-government (B2G) > Government to consumer (G2C) i Business-to-Consumer (B2C) > A business that sells online merchandise to individual customers is categorised as B2C. It refers to the business ‘communicating with or selling to an indvidual customer rather than a company. > Steps ‘The first step in the process the customer need / obligation “The customer will search for required product or service on the website. Comparison of the similar product on different websites. Placement of the order. Payment of Order Receiving the order on the prescribed delivery date. Seeking after sale service (if required). Sees testy Bg 23-03-2019 4823-03-2019 i¥” Business-to-Consumer (B2C) £ Business-to-Consumer (B2C) BUSINESS ORGANISATION ‘NISSDONS Wado CUSTOMER On WEBSITE est Sgr 49Business-to-Consumer (B2C) ‘Advantages Disadvantages > Unlimited market place. > Catalog inflexibility > 24 hours store reduced sale cycle. » High marketing expenses ® Lower cost of doing business. > Limit market place > Eliminate middlemen. > Require higher cost of doing > Easier business administration. business > Frees your staff. > Require a middleman > More efficient business > Inefficient business relationship. administration > Workflow Automation. > Need to employ staff > Economical. > High sales cycle. > Secure payment systems. > Customer will love it. Business-to-Business (B2B) > B2B refers to the transaction between businesses conducted electronically over the internet, extranet or private network. These transaction may take place between a business and its supply chain partners as well as between two business houses. > In this b2b e-business model the buyer provides information about the product or service to the seller. Mostly the buyer want to buy the product in bulk. > First of all, the wholesaler orders the product over the website which have a direct link with the business organisation. Finally, the business organisation supplies the product to the wholesaler. > In this b2b model, the customeris not involved whereas the transactions take place between two businesses conducted electronically. testy Bg 23-03-2019 50i¥” Business-to-Business (B2B) BUSINESS ORGANISATION & % % WHOLE SALER ORDER WEBSITE £ Business-to-Business (B2B) aces Disadvantages + Lower administration cost + Sale processes might get + Reduces inventory cost complicated + Lower transcation cost + Lacking from product feel + Lower search cost + Inverted power structure + Decrease product eyele time + Improve the quality of product + Create greater transperancy in price + Increase the opportunities for collaboration + Increase production of employees + Enables customised online catalogues + Create new sale opportunity + Effective customer services testy Bg 23-03-2019 51i¥” Customer To Customer (C2C) + Inc2c model a consumer directly sells goods or services to another consumer, absence of intermediary makes this model unique as consumer can directly interact and transact business by the use of technology. * Generally, in this model website provide space to consumer to sell their products to other consumers through auctions etc. + Examples: e-Bay, OLX, Quikr... £ Customer To Customer (C2C) WebSite % &y, % < i % Customer 1 < “*"seie""“/| Customer 2 est tg 23-03-2019 52Customer To Customer (C2C) Advantages Disadvantages 4: ibateeh coached + Fake communities can be created in this system + Product quality is suffered + Elimination of intermediary + Direct interaction * Profits highest + Question of securit + Fake products which leads to + Large no of buyers scams + Elimination of wastage of time Business To Government (B2G) + Itrefers to businesses selling products, services or information to governments cr government agencies. B2G is also referred to as public sector marketing . + Itcan usually include following steps : > Determination and Evaluation of Government > Agency Needs > Creating a proposal > Submitting a proposal > Compilation of Proposal. > Award of Work > Assessment and Payment of Work testy Bg 23-03-2019 53i¥” Business To Government (B2G) Government & & oe & Ss 3 Business Organisation £ Business To Government (B2G) + B2G e-commerce network allows businesses to bid on government requests for proposals in a reverse auction fashion. The government are the big buyers in the world. Web based purchasing policies increase the transparency of the procurement process and reduce the risk of irregularities. It will be wise for the governments to use online market places to take advantage of their enormous buying power and reduce prices across the board. testy Bg 23-03-2019 5423-03-2019 i¥” Government To Consumer (G2C) * In G2C model, the government transacts with an individuals consumer / citizen. This part of model is also known as e-Governance Objective of this model is to provide good and effective services to citizens Government provide information about various department and their services. Government provide common platform for all to apply and get the service online £ Government To Customer (G2C) WebSile a ¢ f \ 4 & Customer | I Government este Sgr 55i¥” Types of E-Business + E-Marketing E-CRM E-SCM E-Procurement E-Commerce Link To Social Media Post Blogger Recommend eens iS DL} Provide Quality Content Regular upaates On Page Content Provide Exclusive Offers For Fans Advertising Run AContest In Social Media Post 23-03-2019 56i¥” E-Marketing * Refers to using technology such as the internet, website and email, sms, including its wide variety of options and tools to conduct your marketing activities and achieve your marketing objectives. Internet or Online Marketing Marketing a brand on the internet Distributing information Promoting an organization £ E-Marketing Methods * Search engine marketing Display Advertising E-mail marketing Interactive marketing Blog marketing Viral marketing (FM / Mobile) Online newsletters/e-zines Online surveys Online Community (YouTube, Friendster...) testy Bg 23-03-2019 37i¥” E-Marketing Concept The objectives of marketing are to: * get the right product * promoted in the right way * sold at the right price * distributed at the right place * profitably £ E-Marketing Concept The Key to e-Marketing: + The key to successful e-Marketing in today's business environment is to place your clients in control. Allow them to choose how often and what type of messages they receive, thus creating a more meaningful relationship with your business. This is commonly referred to as Permission Marketing. Your e-Marketing messages and tools should aim to deliver information that the consumer wants - that they perceive to be valuable. testy Bg 23-03-2019 58es nd £ E-CRM * E-CRM : Electronic Customer Relationship Management * E-CRM concerns all forms of managing relationship with customers making use of Information Technology. + E-CRM systems have unique characteristics that support customer business interactions that are linked to internal business processes and systems across different areas for operational and analytical purposes. + The internet is a channel that will continue to increase in customer relationship management and utilisation for all companies both now and in future testy Bg 23-03-2019 5923-03-2019 i¥” Why E-CRM Today's Customers * Are sophisticated. * Are price sensitive. * Are demanding. * Live time-compressed lives. * Want their needs met. * Want their products fast with greater convenience. * Have unprecedented control £ Why E-CRM Today's Companies : * Are digital. * Flatten (less hierarchy). * Location Independent * Decentralization. * Flexibility. + Low transaction and coordinating cost. * Using strong IT infrastructure testy Bgi¥” Why E-CRM * Cost up five to six times more to get new customers. * Customer buying more. * Customer invest take less time. + Bring in new customers. * Less price sensitive. * Great advertisers. * May be able to charge 10 percent more than competitors. * Dissatisfied customers tell others, as many as 20 others about there experience. £ Types E-CRM Reactive Service * Allows customer to contact the company when he has a problem Proactive Service * Which allows the company to initiate contact with the customer in order to establish communication and provide solution to the problem. testy Bg 23-03-2019 61i¥” E-CRM Levels * Foundational Services — Fundamental services such as ensuring effective and responsiveness of websites * Customer centred services — Includes tracking of orders, customisation and configuration of products and the security integrity of the site * Value added-services — go beyond the normal king of services and provide specialised options such as online auctions Customer Real Time Analytic Decision Software Engine testy Bg 23-03-2019 62PR ecu KA Fr e@-SUPPLY CHAIN: yY MANAGEMENT Vy typ sage £ SCM : Supply Chain Management 23-03-2019 63i¥” SCM : Supply Chain Management * Supply chain management is the managment of network of interconnected businesses involved in the ultimate provision of goods and services required by the end customer. The flow of material, information, money, and services from raw material suppliers through factories and warehouse to end customer. Supply chain management spans all movement and storage of raw materials, work-in-process inventory and finished goods from point-of-origin to point-of- consumption £ SCM - ina nutshell SCM is all about effective integration of : Y Right Product g ight Produ & ¥ Ata Right Place @. Y Right on Y At Right Time @ Se Y At Right Value ba v Right Quality 23-03-2019scM iN (7 Hy. Warehouse Distribution End Customer Supplier Fatory UW we; hm Elements of Supply Chain Downsteary * 1st Tier Supplier "Manufacturing "Distribution = 2nd Tier Supplier] | spackaging oe “ Retailer . Customer ‘Supplier Relationship) {internal Value Chain, { Distribution, Management, Manufacturing, Warehousing, Procurement Inventory Control Trasportation Management testy Bg 23-03-2019 65i¥” Evolution of E-SCM hii Warehousing and Transportation — till 1960 om «a I: Total Cost Management- till 1980 = Ill: Integrated Logistics Management- till 1990 = Phase IV : Suppluy Chain Management— till 2000 = V: E Supply Chain Management— 2000+ £ E-SCM + When the co-ordination for managing the Supply Chain takes place by using Internet technologies it is known as e-sipply chain management + The collaborative use of technology to improve the operations of supply chain activities as well as the management of supply chains. Inter-enterprise integration is a major focus of e-SCM + The success of an e-supply chain depends on: — The ability of all supply chain partners to view partner collaboration asa strategic asset — Awell-defined supply chain strategy — Information visibility along the entire supply chain — Speed, cost, quality, and customer service — Integrating the supply chain more tightly testy Bg 23-03-2019 6623-03-2019 Rex E-SCM example The Gonerie Process 6723-03-2019 E-SCM is changing the business + E-SCM is digitally connecting the entire world into one big network of supply chains. * Businesses need to rapidly evolve to the E-SCM in the near future or they will be left behind, as the old ways of communicating and transmitting information are neither fast nor cost effective any mere. + E-SCM has hit the business approaches very hard and really fast, besides setting new standards of performance. + Implementing e-SCM can help organizations to gain a competitive advantage in this highly competitive globalized world. £ Why adopt E-SCM + Connecting all the business partners in the extended enterprise, from raw materials to final point of distribution, leading to— better communication among partners, information sharing and synchronization, and better customer service. + Providing real-time market information to business partners, enabling them for better decision making process Freeing up resources and reducing the manual transaction processing time, leading to reduction in costs + Improving speed gud increasing Ue atuuraty of data shiatitg within the extended enterprise * Overall, an integrated supply chain creates value — for the enterprise, its supply chain partners, and its shareholders. testy Bg 68i¥” E-SCM Activities and infrastructure of E-SCM * Supply chain replenishment E-procurement Supply chain monitoring and control using RFID Inventory management using wireless devices Collaborative planning Collaborative design and product development E-logistics Use of B2B exchanges and supply webs £ E-Procurement ¥ ‘E-Procurement ‘exe qurchasing 23-03-2019 69i¥” Traditional Procurement * Procuremenet cycle starts from raising of the requirement for an item ora service and ends only after settlement of supplier Request -> Source -> Order -> Receive -> Pay Time and effort wastage in seeking procurement information Physical Access Barriers Human interfaces — Low value addition Non Transparent processes Possibility of data tampering E-Procuremen £ ‘ocurement * The acquisition of direct and indirect products using the internet and new technologies to facilitate a seamless, end-to-end stream of strategic procurement activities by connecting buyers and suppliers. The inclusion of tools and business intelligence system that enable improved responsiveness and ahalysis within the procurement organisation. The linkage between suppliers and internal systems across the supply chain testy Bg 23-03-2019i¥” E-Procurement Objective + Resuce Procurement Cycle Time Increase Supplier Access : Ensure wider participation Resuce Costs of procurement : Competitive Bidding Remove Cartelization : Reverse Auctioning Increased visibility and transperency Complete elimination of paperwork £ Aim of E-Procurement * To tackle corruption To provide fair and equitable treatmnent to suppliers / bidders To improve transperency To promote Competition To enhance public confidence in procurement policy testy Bg 23-03-2019in’ E-Procurement 2 Supplier Assessment 1. Spend Analysis (Opportunity Identification atc 8. Invoicing Reconciliation & 4, Sourcing Payment (cTendering/eAuctions) 5. Contract Management 7. Order Fulfilment a 6, Procurement (P2P) testy Bre fe Online Revenue Models testy te Sgr 23-03-2019 nROnline Revenue Models Think of internet companies — Google, Facebook, Twitter, Linkedin, Quora, Wikipedia etc. — One can set up a website for free on Wordpress or Blogger — Download free mobile apps on Apple Store and Google Play Store — Watch videos for free on YouTube — Post free classified ads on sites like Quikr and OLX. While some of these services come for free, it is no secret that most of them are turning huge profits. But where does this money come ‘rom? Advertising comes to the mind immediately when you think of revenue models. But there are several other models as well. £ Online Revenue Models ies tyata tape Advertising : One of the oldest money-making sources, this model is under constant evolution. With the general internet population having access to ad-blocking tools, the industry has gone on to employ complex and creative methods to stay relevant. — Display Ads - e.g. Yahoo! — Search Ads - e.g. Google — Text Ads - e.g. Google, Facebook — Video Ads - e.g. YouTube — Audio Ads ~ e.g. Saavn — Prummuted Content - e.g. Twitter, Facebook — Paid content promotion = Recruitment Ads - e.g. Linkedin Classifieds - e.g. Quikr, OLX Featured listings - e.g. Zomato, CommonFloor — Location-based offers - e.g. Foursquare 23-03-2019 3Online Revenue Models + Freemium model : Perhaps the most common model used by Web services. The idea here is to sell a basic free product to as many customers as possible, but keep the premium features exclusively for paying customers. A large number of SaaS products use this model. For instance, Dropbox offers 2GB of free cloud data storage. But if one wants more space, one has to pay up. + Other examples include Adobe Flash, Evernote, Google Docs/Drive, Linkedin, Prezi, Slideshare, Skype, Wordpress, and many mobile games like Farmville, Angry Birds etc. £ Online Revenue Models + E-commerce : The traditional world of retail comprising of malls and high street stores changed ‘orever in the 90s when companies like Flipkart, Snapdeal, Amazon emerged. + Because they could save on expensive real estate costs, the prices offered on these stores were significantly lower. ~ Retailing —e.g. Myntra = Marketplace e.g. Snapdeal MEER js cos me = Sharing Economy - Air8nB co ‘ ‘tee first — Aggregators — e.g OLA, Uber ald oa — Group buvine -e.e. Nearby ebay. a roves mil = Digital goods / downloads — e.g. ‘Tunes sa = Virtual goods ~ e.g. Zynga Bim Oe Do — Training e.g. Coursera, Simplitearn = Auction commerce -e.g. eBay — Crowdsourced Services ~ e.g. Wikipediatlance, oDesk testy Bg 23-03-2019 7423-03-2019 Online Revenue Models * Affiliate Marketing : Mostly followed by high-traffic blogs, this, is a model wherein the publisher signs up for affiliate programs related to their service/content and convert their users to customers of their affiliates/advertisers. + In most cases this involves a publisher earning a commission when a user follows a link on their blog to another site and this converts into the user buying something at the affiliate si + recent example is several well-known bloggers pushing out MotoG reviews and then linking to the Flipkart exclusive sale site for commissions. £ Online Revenue Models + Subscription Model : Newspapers, Gym, Magazines — yes, all of them use a subscription model. So, it has been existent since long. + In the digital domain, software, which was once dominated by the licensing model, is slowly moving towards a subscription model. Generally, unlimited usage is offered, but a few have a specified cap above which they charge a higher rate. icensing : Licensing could be for usage, which is the model for Intellectual Property (patents, copyrights, trademark). Thie type of license is usually limited by time, territory, types of products, volume, etc. The other kind is for certification, like the McAfee SECURE trustmarks used for Internet websites. testy Bg 75Online Revenue Models + Selling Data : High-quality, exclusive data is very valuable in the digital age. Many companies specialize in lead generation of potential customers and sell them to third parties. * You don’t pay for services like Google, Twitter and Facebook. But they aggregate high quantities of data about you and several millions like you and show you contextual advertisements based on this data. Which is why ‘you are not the customer, you are the product being sold’ ~ User data—e.g. Linkedin — Search Data ~ e.g. Google — Benchmarking services - e.g, Comscore — Market research ~ e.g. MarketsandMarkets £ Online Revenue Models + 8. Sponsorship/Donations : Many services are sponsored by government organizations and major funds if it directly helps them or the world at large, for example, Khan Academy is funded by the Gates Foundation and Google. + Then there is the Wikipedia model where the users are asked to willingly donate small to large amounts of donation to help support the initiative. Many browser extensions and Wordpress plugins etc. also follow this route. testy Bg 23-03-2019 76Trends in E-Business. + Last year, E-Business has seen shape shifting advancements in payments technology, computing and mobility. Now, as once seemingly distant science fiction terms like Artificial Intelligence and Virtual Reality take the podium, we have a lot to look forward to. * Arecent report by Morgan Stanley projected that by the year 2020, India will have almost 320 million online shoppers. That’s 6.4 times more than the estimated 50 million shoppers we had back in 2015. + E-commerce is the clearly future of retail and as an entrepreneur, new start-ups are extremely excited. % Trends in E-Business. Performance Marketing To Boom : Marketing and branding activities are a perennial concen for e-commerce sites. This year however, has seen the advent of performance based marketing efforts which have been a boon. + This model of marketing will likely grow stronger due to the profitability it offers. As brands look for better ROL, marketing that drives measurable sales is the way forward for 2018. + Wallet Usage to Rise : 2017 has undoubtedly been the year of wallets and payments. Come 2018 this trend will likely grow ae more and more Indians adopt digital and cashless payments. While there may not be as steep a rise in wallet usage as there was in 2017, it will surely become the payment mode of choice for a lot more users. testy Bg 23-03-2019 723-03-2019 i¥” Trends in E-Business. + New Categories Will Claim Stakes : The growth of companies from niche categcries like fashion, food and groceries has reached an unseen high. Niche sites such as Nykaa. Big Basket etc. have proved that grabbing a sizeable chunk of one specific market can work better than trying to eat the whole pie. As 2018 rolls in, new entrepreneurs will create, capture and dominate more such categories. £ Trends in E-Business. + Customer Care & Engagement Will Be Crucial : The existence of customer support services is what allows for nearly instant feedback. This very feedback is what keeps sales executives on their toes and ahead of the tide, Brands across the board will need to keep pace with changing trends to ensure they can communicate effectively with their customers. The future will have a more tech based approach to this. Live Chat bots and virtual assistants like - Siri, Google Voice, Alexa and Echo are fine examples of what 2018 will offer. It will likely help businesses handle real-time customer queries, offer product recommendations and of course to offer light-hearted humour along the way. testy Bg 7823-03-2019 Trends in E-Business. + More Emphasis on Data Analytics : Any e-commerce company worth its salt is already relying heavily on data analytics to drive decisions. This practice will only bloom in the future as more specific data pools become available. Today, consumers expect solutions that cater to their unique interests and requirements. * Tounderstand what customers require, businesses rely on predictive data technology which will likely be the norm in 2018. At CashKaro.com we use Data analytics to drive traffic to our website and also to drive the right offers to our user base. Data driven campaigns always perform better and the scope of data analytics will surely Increase in the coming year. £ Trends in E-Business. * Virtual Shopping Experiences Will Bloom : The times are changing and so are shopping experiences. The key purpose of ecommerce sites is to bring the shopping experience alive for its customers. However, when it comes to bridging the gap between the physical and the digital world — a lot is more is desired, + This is where virtual reality comes to the rescue but not always in the absolute form. For instance, CaratLane and LensKart allow users to virtually try on their products. This helps users visualize how products will look on them without physically going to a store. testy Bg 79i¥” Trends in E-Business. * Artificial Intelligence : Can a machine replicate human behaviour? A few decades ago, the answer to this would have been a resounding no. Today, artificial intelligence is a part of our everyday lives. This will play a key role in e- commerce as we rely more and more on our mobile devices While at present we have small features that suggest products based on your purchasing history, browsing history, likes etc, the coming year will offer more specificity. Hence, as technology is being redefined, the above mentioned trends, if followed, would lead the e-commerce industry to thrive wholeheartedly. 23-03-2019