E-business Trends and

Spotting
Major trends
Consumer trends
Service/ Process trends
Organizational trends
Enterprise technology trends
Employee trends
General Technology trends

Consumer trends
Faster service
Self service
More Product choice
Integrated solution , not
piecemeal products.

e- Service trends
Integrated sales and service
Seamless support
Flexible fulfillment and
convenient service delivery
Increased process visibility
Organizational trends
Contract manufacturing:
Becoming brand intensive, not
capital intensive
Retain the core, outsource the rest:
Business process outsourcing.
Virtual distribution
Enterprise technology trends
Enterprise applications: Connect the
corporation
Infrastructure convergence: Increasing
melding of voice, data & video.
Multichannel Integration: Computer
telephony Integration and voice
recognition
Wireless applications
Leveraging legacy investments

Speed of service
Customer count speed of service
as a key reason
He hates delay and hate waiting
for service
For customer time is money
Self Service
Inconvenience and poor service
make customers impatient.
In huge sector of business the
intermediary or middleman
should avoided.
Eg Insurance, Real estate etc.
Integrated Solution
Integrating functionality.
Customer demands for all-under-
one- roof solution (Eg Wal-mart)
or one shop lifestyle providers(Eg
The Gap) and one life path
providers (Eg Toys R Us)
Convergence of Sales and Service
Sales and service should go together.
Customer relationship is the key to
business growth.
Customer satisfaction should be
maintained throughout want-it-buy-
it-and-use-it

This requires learning and tracking
customers needs, behaviors, his
inform and lifestyles and using this
information to create a specific
values.
This strategy is the path of customer
loyalty and is called relationship
selling
Ease of Use
Make the customer service
consistent and reliable.
Manager must understand that
customers value their time more.
As the speed of service increases the
expectation of customer service
grow high.
Make customer service easy and
friendly
Companies must present customers
with single points of contact rather
than shuffling them from one
department to another.
Provide Flexible fulfillment and
convenient Service Delivery
Bring service to the customer,
rather than waiting for them.
Eg Home delivery
Provide customer with reliable
service and quick delivery at
low price.
Contract manufacturing:
Become Brand Intensive, not
capital intensive
The objective should be better
quality, dependability, speed,
flexibility and cost advantage.
Companies should focus on what
they can do the best.
Increase Process visibility
Provide visibility to products
and services.
Internet provide proper
tracking system.
Internal operations should be
transparent.

Continuous Innovation and
Employee Retention
Innovate of your product constantly
depends on employee retention.
The trends in employee retention
1.Better Incentives and
Compensation
2.Earned Advancement

I,e promotion should be given
based on abilities and if the
employees are given hopes they
can move up in the company and
they will stay longer and work
harder.
3.Better motivations.
The workforce has to be self
motivated.

Integrated Enterprise
Applications
Integrate the various
functionalities like accounting,
finance , manufacturing and
customer service.
Meld voice, data and video
Convergence of various data and
voice with
1.Improved bandwidth,
2.Quality of Service
3.Integrated Service
4.By Contacting customer

Multichannel Integration

Integration of various channels
like Web, direct dial-up,
Interactive voice response and
kiosks for various application.
Wireless Application
Wireless infrastructure is a new
wave to consumer and business
applications.
Its more powerful, low cost and
efficient.

Middleware:
The old systems cannot be
replaced easily to new technology.
Middleware acts as a glue between
them.