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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 Passion Passion Passion for for for for customers their people results 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 that is added to the server

Data storage capacity:

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 Shift Shift Shift

from from from from

physical world to virtual and physical world a sully-side focus to a demand-side focus resources benefits single to multiform systems
core benefits in the value cluster resources that relate to each benefit to what degree the firm can deliver each benefit partners who can complete resources

Steps:
Identify Identify Identify Identify

Business Model
4. Revenue Models
Advertising Product, services, or information sales Subscription License fees.

QUESTIONS ?? ?

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