3. Course Teacher: Afzal Hossain
Assistant Professor
Department of CSE
Army IBA
E-mail:
afzal.armyiba007@gmail.com
Contact: 01920979195
3
08/31/2023 Afzal Hossain (Assistant Professor)
4. PREPARED BY
08/31/2023 Afzal Hossain (Assistant Professor) 4
Samiha Mamun
ID:92211001
Batch: BBA-9
Section: A
Session: 2021-2022
Zarin Tasnim
ID: 92211008
Batch: BBA-9
Section: A
Session: 2021-2022
&
6. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor)
E-customer refers to a customer who interacts with a
business or brand via digital platforms, such as websites,
apps, social media, and online communication channels,
influencing interactions and transactions within the digital
sphere. This term refers to individuals who use electronic
means to research, purchase, and interact with businesses'
online products, services, and content. E-customer is an
abbreviation for electronic customer. Since the advent of the
internet in the 1960s and its ensuing growth in the 1990s,
the notion of e-customers and online interactions has
evolved gradually.
7. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor)
The term "e-business" is a portmanteau that combines
"electronic" and "business." It emerged as a linguistic
construct in response to the increasing role of electronic
technologies in shaping contemporary business practices.
The etymology of both "electronic" and "business" sheds
light on the origins of "e-business" and its subsequent
meaning.The word "electronic" is formed with
“Electic+Ion”. The word “Electricus” in 1640 by an English
physician Sir Thomas Brownie. The meaning of
“Electricus” is changed. In another statement of William
Gilbert said the word ‘Electric’ comes from Latin word
‘Electrum’ and the word Electrum also comes from
‘Elektron’ which also means charged.
8. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor)
In 1834, English physicist and Chemist Faraday introduced
the word ‘ion’ which means ‘move’. Finally, the word
‘Electronic’ means ‘Movement of charge’. The word ‘ick’
came from old English ‘ick’. And the French word ‘Ique’
and Latin word ‘icus’ and Greek word ‘ikos’. The general
meaning of all the root words is ‘having to do’. Finally, the
movement of charge creates a signal whichis used to make a
communication between different users is called
Electronics.
9. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Customer came from late 14c., custumer, "customs official,
toll-gatherer;" c. 1400, "one who purchases goods or
supplies, one who customarily buys from the same
tradesman or guild," from Anglo-French custumer, Old
French coustumier, from Medieval Latin custumarius "a
toll-gatherer, tax-collector," literally "pertaining to a custom
or customs," a contraction of Latin consuetudinarius, from
consuetudo "habit, usage, practice, tradition" (see custom
(n.)).
10. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor) 10
E-Customer (electronic customer)
is a consumer who interacts with a
company or brand via digital
platforms.
Customer Management consists some
factors. These are:
14. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor) 14
Advantages of E-Customer Management:
o E-consumer Management provides businesses with valuable information regarding
consumer behavior, preferences, and trends, enabling them to make informed
decisions.
o Customizing interactions based on customer data increases customer engagement and
satisfaction.
o Through a variety of digital channels, businesses can maintain two-way, real-time
communication with consumers.
o Marketing campaign and customer service automation increases operational efficiency.
o Increasing customer contentment through personalized experiences and prompt
responses.
15. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor) 15
Advantages of E-Customer Management:
o Creating stronger connections online can increase customer loyalty and retention.
o Insights derived from data enable the precise targeting of marketing efforts towards the
appropriate audience.
o Customers can interact with companies at any time, which promotes convenience.
o Businesses are able to reach consumers globally, regardless of their physical location.
o Digital interactions are frequently less expensive than conventional methods.
o Targeted campaigns and personalized recommendations increase conversion rates.
o E-customer management enables the recommendation of complementary products or
enhancements.
o Digital platforms facilitate the collection, organization, and protection of data.
o Customers contribute evaluations and content that can instill confidence in prospects.
16. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor) 16
Advantages of E-Customer Management:
o Real-time communication permits prompt problem resolution, thereby enhancing the
consumer experience.
o Customers who are satisfied can become brand advocates by advocating the business to
their network.
o E-customer management insights guide strategic product development and marketing
decisions.
o Effective E-Customer Management distinguishes businesses in the digital market.
o Digital platforms enable businesses to manage increased interactions without being
constrained by physical boundaries.
o Obtaining feedback from digital interactions enables businesses to perpetually improve
their products and services.
17. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor) 17
Disadvantages of E-Customer:
o Online collection and storage of customer data can raise privacy and
security concerns.
o Companies are susceptible to data breaches, which can compromise
consumer data.
o A reliance on automation that is excessive can cause customers to feel
disconnected or undervalued.
o Excessive personalization can contribute to customer fatigue and
disengagement.
o It is possible that not all consumers are comfortable with digital
interactions, posing accessibility issues.
18. E-CUSTOMER MANAGEMENT
08/31/2023 Afzal Hossain (Assistant Professor) 18
Disadvantages of E-Customer:
o Customer interactions and support can be disrupted by technical
malfunctions and disruptions.
o A lack of face-to-face interactions can result in a diminished emotional
connection.
o Negative evaluations and comments can harm the reputation of a brand.
o Textual communication can occasionally be misconstrued, leading to
misunderstandings.
o Customers may lament the intimacy of face-to-face interactions.
o The misuse of customer data by businesses can raise ethical concerns.
19. E-BUSINESS
08/31/2023 Afzal Hossain (Assistant Professor) 19
Disadvantages of E-Customer:
o Due to privacy concerns, some consumers may be resistant to sharing
personal information online.
o Customers cannot touch or test products prior to purchase.
o Online interactions may not adequately accommodate various cultures and
dialects.
o Customers are susceptible to online fraud and cons.
o Inaccurate recommendations can result from an overreliance on
algorithms.
o Complex consumer issues may not be adequately addressed by automated
systems.
20. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
E-Procurement, also known as electronic procurement,
refers to the digitalization and automation of an
organization's procurement processes and activities.
Utilising digital technologies and online platforms to
optimise the sourcing, purchasing, and management of
products and services from suppliers. By utilizing
electronic tools and systems for various procurement-
related tasks, E-Procurement seeks to increase
efficiency, reduce costs, improve transparency, and
facilitate better supplier relationships. E-customer is
an abbreviation for electronic procurement. In the late
1990s and early 2000s, the term "e-procurement" rose
to prominence as businesses adopted digital
technologies to automate and expedite procurement
processes.
21. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
The term "e-business" is a portmanteau that combines
"electronic" and "business." It emerged as a linguistic
construct in response to the increasing role of
electronic technologies in shaping contemporary
business practices. The etymology of both "electronic"
and "business" sheds light on the origins of "e-
business" and its subsequent meaning.The word
"electronic" is formed with “Electic+Ion”. The word
“Electricus” in 1640 by an English physician Sir
Thomas Brownie. The meaning of “Electricus” is
changed. In another statement of William Gilbert said
the word ‘Electric’ comes from Latin word ‘Electrum’
and the word Electrum also comes from ‘Elektron’
which also mean charged.
22. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
In 1834, English physicist and Chemist Faraday
introduced the word ‘ion’ which means ‘move’.
Finally, the word ‘Electronic’ means ‘Movement of
charge’. The word ‘ick’ came from old English ‘ick’.
And the French word ‘Ique’ and Latin word ‘icus’ and
Greek word ‘ikos’. The general meaning of all the root
words is ‘having to do’. Finally, the movement of
charge creates a signal which is used to make a
communication between different users is called
Electronics.
23. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
The word Procurement c. 1300, procuren, "use of
improper influence," from Old French procurement
"management, stewardship" (13c.), from procurer (see
procure) and directly from Medieval Latin
procuramentum. Meaning "process of bringing
something about" (by the action of another) is from c.
1400. Military meaning "action or process of obtaining
equipment and supplies" is by 1949, American
English.
24. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
E-Procurement is comprised of a
number of interdependent elements or
components that streamline and
optimize the procurement process.
These elements enable organizations to
effectively manage their purchasing
activities using electronic tools and
systems. Here are the essential
components of electronic procurement:
26. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Types of E-Procurement :
o Centralized Procurement
o Decentralized Procurement
o Group Procurement
o Outsourcing Procurement
o Strategic Procurement
o Tactical Procurement
o Single Sourcing
o Multiple Sourcing
o Just-in-Time Procurement
o Emergency Procurement
o Global Procurement
o Local Procurement
o Framework Agreements
o Consortium Procurement
28. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Steps to Implementing an E-Procurement
Strategy:
Step-1: Finalizing Purchase Authorization & Placing
Orders
Step-2: Determining Company’s E-Procurement
Requirements
Step-3: Find the weaknesses in the buying process and
fix them
Step-4: Make a plan for the E-Procurement Strategy
Step-5: Find the right match for target company
Step-6: Implementation
29. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Components of E-Procurement :
o Contract & Vendor Management
o Management of Indent
o Creating an RFP
o Submission of a bid
o Opening and judging of bids
o Selection and Finalizing of Vendors
o E-Auction
30. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
E-Procurement Process:
o Spend Analysis (Opportunity Identification)
o Supplier Assessment
o Supplier Identification
o Sourcing (e-tendering & e-auction)
o Contract Management
o Procurement (P2P)
o Order Fulfillment
o Invoicing Reconciliation and Payment
31. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Advantages of E-Procurement:
o E-procurement can result in significant cost savings through increased efficiency,
reduced paperwork, and enhanced supplier negotiations.
o Digital systems automate procurement processes, making them more efficient and
consistent.
o E-procurement increases the transparency of procurement activities, allowing for the
detection of inefficiencies and irregularities.
o E-procurement systems facilitate improved communication and collaboration with
suppliers, thereby nurturing stronger relationships.
o Digital systems can enforce procurement policies and ensure regulatory compliance.
32. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Advantages of E-Procurement:
o Reduced manual data entry reduces the number of procurement document errors.
o E-Procurement enables organizations to source products and services from a larger pool
of suppliers, including international ones.
o E-Procurement analytics provide insights into expenditure patterns and supplier
performance, enabling data-driven decision-making.
o E-Procurement eliminates the need for physical documentation, thereby reducing storage
costs and environmental impact.
o Digital records provide transparent audit traces, thereby streamlining compliance and
auditing processes.
33. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Disadvantages of E-Procurement:
o Implementing E-Procurement systems can necessitate an initial investment in software,
training, and infrastructure.
o Employees may resist implementing new digital systems, necessitating change
management initiatives.
o Difficulties with Supplier Integration: Suppliers may encounter obstacles when
integrating with an organization's E-Procurement platform, resulting in delays.
o Data Security Risks The electronic storage of sensitive procurement data entails data
security and privacy risks.
o Technical problems and system outages can impede procurement processes and damage
supplier relationships.
34. E-PROCUREMENT
08/31/2023 Afzal Hossain (Assistant Professor)
Disadvantages of E-Procurement:
o Smaller suppliers may struggle to satisfy the technical requirements of E-Procurement
systems due to their complexity.
o Relying on technology for procurement processes can be hazardous in the event of
system failures or cyberattacks.
o E-Procurement may reduce face-to-face interactions with suppliers, which may
negatively impact relationships.
o Some organizations may find it difficult to tailor E-Procurement systems to their specific
needs.
o Organisations that significantly rely on a few key suppliers via E-Procurement can
increase the negotiating power of their suppliers.
