Maggie Bahaa

Amr Tarek Gougou

Engy El-Bagoury
Marwan Raof
Mark George
History
Public limited company, Incorporated
in England
It has got a significant presence in
Europe, the Middle East, Africa, Asia
Pacific and the United States
Mission
Capturing the potential of mobile to
bring socio-economic
Delivering progress against
stakeholder expectations
Ensuring that their operating
standards are of a consistent and
appropriate level across the Group
Vision
To be one of the most trusted
companies in the markets
Operate and to ensure that their
customers are satisfied with their
service and in control of how they
use it.
BELIEFS, VALUES AND ETHICAL PRIORITIES

Passion for customers

Passion for their people
Passion for results
Passion for the world around them
Six main components of running
.a Vodafone ecommerce store

Merchandise and audience size

Security
Placement
Presentation
Payment
Fulfilment
Merchandise & Audience
size
Bandwidth:the amount of data that could be
sent through a connection at once.
Processing power: is the amount of data
that could be processed by a website at a given
time
Data storage capacity: data that is
added to the server
Security
1- Passwords:its a way of identifying
customers who have access to the online store

2- Encryption:data have to be written in a

special form that only the sender and intended
recipient can read.
Placement

Is an important determinant of
traffic for an e-commerce store.
The company must make sure the
online links are easily accessed and
highly visible to customers.
Through search engines.
Competition
Convenience
Presentation
Store Layout
Helps e-commerce stores draw and retain
.customers
Ensure your customers see what you
want them to see.
Know your customer.
Online customer service
lack of direct interaction
Email, chat rooms, Discussion groups
Payment
E-business in general is a cashless
society.
Payment method: via credit cards
Security of the payment process
Transfer of data from customer's computer to
the e-commerce company.
Transfer of data from the merchant to the
payment processors.
The protection of customer data stored in
merchant's database.
Performance Gap
Is the behavioral area not performed
to standards when measuring task
performance.

Where are we?

Where do we want to be?

GAP=expectations-Perceptions
Performance Gap
Two main gaps for Vodafone:
1. Between consumer expectations and
management perception .
2. Related to perceived service and
expected service.
Recommendations
Implement an online purchasing
system.

The customer decision process.

A section for customers inquiries

and requirements.
Business Model
1. Value Propositions and Value Clusters.
A. Target segment specification.

B. Specification of focal customer benefits.

C. Key resource the business has that can

help it deliver the benefit package in a
significantly better way than competitors.
Business Model
2.
The online offering.
Identify the scope of the offering.
Refers to the number of categories of products and services that the firm offers.

Identify the Customer Decision Process.

Problem recognition
Information search
Evaluation of Alternatives
Purchase decision
Satisfaction
Loyalty
Disposal

Map products and services onto the customer

Decision Process.
Business Model
3. The resource system
It shows how the company must select then use its resources to
deliver its benefits and value.
. In order to make it applicable to the online
marketplace:
Shift from physical world to virtual and physical world
Shift from a sully-side focus to a demand-side focus
Shift from resources benefits
Shift from single to multiform systems
. Steps:
Identify core benefits in the value cluster
Identify resources that relate to each benefit
Identify to what degree the firm can deliver each benefit
Identify partners who can complete resources
Business Model
4. Revenue Models
Advertising
Product, services, or information sales
Subscription
License fees.
QUESTIONS ??
?