1 An Introduction to Electronic Commerce Electronic commerce: conducting business activities (e.g., distribution, buying, selling, marketing, and servicing of products or services) electronically over computer networks such as the Internet, extranets, and corporate networks Business activities that are strong candidates for conversion to e-commerce –Paper-based –Time-consuming –Inconvenient for customers

2 eGovernment eGovernment: use of information and communications technology to simplify the sharing of information, speed formerly paper-based processes, and improve the relationship between citizen and government Sysoft eRFP – eGovernment Software

3 Mobile Commerce Mobile commerce (m-commerce) relies on the use of wireless devices, such as personal digital assistants, cell phones, and smart phones, to place orders and conduct business

4 Hardware Storage capacity and computing power required of the Web server depends on: –Software that will run on the server –Volume of e-commerce transactions Web site hosting

5 Web Server Software Web server software is used to perform fundamental services, including: –Security and identification –Retrieving and sending Web pages –Web site tracking –Web site development –Web page construction

6 Web Server Software (continued) E-commerce software must support: –Catalog management –Product configuration –Shopping cart facilities –E-commerce transaction processing –Web traffic data analysis

7 Electronic Payment Systems Digital certificate: an attachment to an message or data embedded in a Web page that verifies the identity of a sender or a Web site Secure Sockets Layer (SSL): a communications protocol used to secure sensitive data during e- commerce Electronic cash: an amount of money that is computerized, stored, and used as cash for e- commerce transactions

8 Customer Relationship Management and Sales Ordering Customer relationship management (CRM) system: a system that helps a company manage all aspects of customer encounters, including marketing and advertising, sales, customer service after the sale, and programs to retain loyal customers Goals of CRM –Understand and anticipate the needs of current and potential customers to increase customer retention and loyalty –Optimize the way products and services are sold

9 Customer Relationship Management and Sales Ordering (continued) Sales ordering: set of activities that must be performed to capture a customer sales order Essential steps include: –Recording the items to be purchased –Setting the sales price –Recording the order quantity –Determining the total cost of the order including delivery costs –Confirming the customer’s available credit