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Amal Shaji
Albin Tomy
• Organizations are now in the VUCA world

• Information Technology (IT) plays the major role in the

business developments

• IT is “the use of computers, storage, networking and other

physical devices, to create, process, store, secure and
exchange all forms of electronic data”

• Technology is the „tools and machines‟ people have invented to

make life easier
Introduction Evolution
• The growth of information technology gives lot of advantage
to the organizations nowadays
• The advantage of low cost data storage and wide availability
of internet connections have made easy to access large
volume of data

1910 Prof. Konrad Zuse, German engineer and the 1956 with the then new IBM 305 RAMACcomputer. A variant the IBM
inventor of the first working programmable 355 Disk File was simultaneous announced with the IBM RAM 650 computer,
computer in the world (Z1) an enhancement to the IBM 650. The IBM 350 drive had fifty 24-inch (0.6 m)
platters, with a total capacity of five million 6-bit characters (3.75

Source: https://www.computerhope.com/issues/ch000984.htm
• We are living with terabytes to zettabytes of data
• Data Pour into organizations computer networks, the World
Wide Web (WWW), and various data storage devices every
• Data comes from business society, science and engineering,
medicine, and almost every other aspect of daily life
• Businesses worldwide generate gargantuan data sets,
• Which includes sales, marketing, stock trading, product
descriptions, sales promotions, company profiles and
performance, and customer feedback
• Examples:
– Telecommunication network carry tens of petabytes of
data traffic every day
– The medical and health industry generates remarkable
amounts of data from medical records, patient
monitoring, and medical imaging
– Billions of Web searches supported by search engines
process tens of petabytes of data daily
– Communities and social media have become increasingly
important data sources, producing digital pictures and
videos, blogs, Web communities
• Big data
– Big data analytics is the use of advanced analytic
techniques against very large, diverse data sets that
include structured, semi-structured and unstructured
data, from different sources, and in different sizes from
terabytes to zettabytes.
– Big data comes from sensors, devices, video/audio,
networks, log files, transactional applications, web, and
social media - much of it generated in real time and in a
very large scale.
Tools that helps in Organizations
• E-Business
– e-CRM , e-governance, EDI, Delivery management
system, e-mail and social media marketing
• Data Mining and Business Intelligence
• Internet of Things
• Artificial Intelligence
• Augmented Reality
• E-business refers to a broader definition of EC, not just the
buying and selling of goods and services, but conducting all
kinds of business online such as servicing customers,
collaborating with business partners, delivering e-learning,
and conducting electronic transactions within an
– e-CRM , – Delivery management system,
– e-governance, – e-mail and social media marketing
– EDI, – Cloud
• e-CRM refers to a customer service approach that focuses on
building long-term and sustainable customer relationships
that add value for both the customer and the company
through online
Applications of e-CRM

• Tracking and Analysing Data

– tracking devices are employed by online advertisers,
online communities and online businesses to keep track
of their visitors‟ behavior
– They can use
• ID cards,
• click-through banner advertisements and
• Web bugs
– to track visitor
Applications of e-CRM

• Tracking and Analysing Data

– An ID card enables information to be sent to your
computer from a Web site
• Example: in some websites you can see your IP
– Click-through advertisements enable visitors to view a
service or product by clicking the advertisement
– Can learn what sites generate the most click-through
sales and which advertisements are most effective
Applications of e-CRM

• Tracking and Analysing Data

– Web Bugs are embedded in an image on the screen. Site
owners allow companies, especially advertising
companies, to hide these information
– Every time a user requests a page with a Web bug on it,
the Web bug sends a request to the Web bug‟s
company‟s server
• Example: an advertising company is allowed to place
Web bugs on its client‟s Web sites
• This allows the advertising company to build up
customer profiles over time.
Applications of e-CRM

• Log-File Analysis
– Log files consist of data generated by site visits,
including each visitor‟s location, IP address, time of
visit, frequency of visits and other information.
– It determine unique visitors, Web-site traffic, Market
Segments etc
• Data Mining
– Data mining uses algorithms and statistical tools to find
patterns in data gathered from customer visits
Applications of e-CRM

• Data Mining
– Types of Data mining
• Mining Spatial Data
• Mining Multimedia Data
• Mining Text Data
• Mining Web Data
• Mining Data Streams
Applications of e-CRM

• Data Mining
• Regression and correlation
• Clustering
• Neural networks
• Market basket analysis
• Association rules
• Support Vector Machine
Applications of e-CRM

• Data Mining
– Data Mining Applications
• Retailing,
• CRM,
• Banking,
• Stock Pricing,
• Production,
• Crime,
• Genetics,
• Medical,
• Pharmaceutical
Applications of e-CRM

• Cookies
– A cookie is a text file stored by a Web site on an
individual‟s personal computer that allows a site to track
the actions of a visitor
• Electronic governance or e-governance is the application
of information and communication technology (ICT) for
delivering government services, exchange of information,
communication transactions, integration of various stand-
alone systems and services between government-to-citizen
(G2C), government-to-business (G2B), government-to-
government (G2G) , government-to-employees (G2E) as well
as back office processes and interactions within the entire
government framework
• Business forms, such as purchase orders and invoices, are
standardized, so that companies can share information with
customers, vendors and business partners electronically
• Every supplier, manufacturer and distributor is linked to the
EDI system through the VAN.
• EDI systems track and document the daily accounting and
inventory data for a business
• EDI systems improve efficiency and promote better
accounting practices, they can be costly to operate
Delivery Management System
• The e-Com Delivery Management System Software is the
most cost-effective management tool for delivery of product
e-mail and social media marketing
e-mail and social media marketing
e-mail and social media marketing
Business Intelligence
• Business intelligence (BI) technologies provide historical,
current, and predictive views of business operations
• “How important is business intelligence?”
– Without data mining, many businesses may not be able
to perform effective market analysis, compare customer
feedback on similar products, discover the strengths and
weaknesses of their competitors, retain highly valuable
customers, and make smart business decisions.
• Terabytes to zettabytes data are around us.
• We need a strong analytical tool to analyze the data to
know what is happening around us.
• Data mining, and Business Intelligence will help on this to
know the behavior of the customer to improve the business
one step ahead.
• The further technologies will help the organizations to show
their competitive advantage
• With the help of all these technologies definitely business
will succeeded