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Index
customer orientation in website design
555–8, 653
customer profile 397, 653
customer relationship management
(CRM) 388–92, 653
conversion marketing 397–400
customer acquisition management
see customer acquisition
management above
customer extension 448–53
segmentation and targeting
448–53
product propensity modelling
453
relevant e-communications
450–1
RFM analysis 451–3
customer retention management
see customer retention
management below
excelling in service quality 443–8
online 445–8
failure in digital business (case study)
469–70
marketing applications 389–92
online buying process 400–4
B2C and B2B behaviour 401–2
on purchases 401–2
net promoter score 402–4
social media and social CRM
418–36
developing strategy 419–21
email marketing 431–5
interactive advertising 428–31
online partnerships 426–8
social CRM strategy 421–2
social media categories 422–4
social media marketing 435–6
social networks 424–5
technology solutions for 454–9
applications 455–6
and back-office systems 456
data quality 457
single-vendor or fragmented
choice 456
what it is 393–7
e-CRM, benefits 394–5
e-CRM to social CRM 393–4
permission marketing 395–6
customer relationships 59
customer retention management
436–43
in digital marketing 325
managing activity and value 440–3
mass customisation 438–40
personalisation 438–40
customer scenario in customer demand
analysis 340
customer scenarios (user journeys) 545
customer segments of online
marketplaces 49, 59
customer self-service 455, 653
customer value in digital business 203,
653
customer-centric marketing 24, 393
Cutts, M. 91
dabs.com (case study) 427–8
Daniel, E. 218
Daniel, L. 137
data controller 142, 653
data migration 610–11, 653
data modelling in digital business
531–6
attributes, identify 531
entities
identify 531
relationships between 531–3
Data Protection Act (1984) 141–5
data protection and privacy laws 130
data subject 142, 653
database creation and data migration
610–11
database table 531, 654
Davenport, T.H. 480, 522
Davidow, W.H. 271
Dayal, S. 378
de Chernatony, L. 378–9, 542
de Jong, B. 217
de Kare-Silver, M. 207, 219, 351–2
Debenhams (case study) 208–9
dedicated server 104, 654
Dee, A. 418
Def-Shop.com (case study) 488
Deighton, J. 358, 405
Deise, M. 203, 216, 267, 268, 270–1
Dell, M. 271
Dell Computer (case studies)
innovation 227–8
marketing mix 368–71
Dell Premier (case study) 110
demand analysis, 654
in digital business strategy 199
for e-business 338
demographic segmentation 354
Department of Commerce (USA) 251
Department of Trade and Industry
(DTI) 580, 591
deployment planning 611, 654
der Zee, J. 217
design for analysis (DFA) 622, 654
desktop applications 83
desktop browsers 83
Desmet, D. 67
destination sites 42, 429, 654
in online marketplace 51
development environments for digital
business systems 609, 654
dial-up connection 103, 654
Dibb, S. 353
differential advantage in digital
marketing 356, 654
differentiation strategies 224–5
digital business 15, 654
analysis and design of see analysis
and design of digital
businesses
capabilities, evaluation of 32
defined 14–15
and e-commerce, differences 13–28
audience reach, options for 19–24
transaction models 24–8
implementation of 598–601
acquiring systems, alternatives
602–8
content management systems
606–7
e-commerce servers, selecting
607–8
search engine requirements 605
web content, managing 603–8
web frameworks and servers
605–6
web standards, choice of 604
changeover 609–11
database creation and migration
610–11
deployment planning 611
content management and
maintenance 611–20
maintenance process and
responsibilities 615–20
strategy, managing 611–14
updating content and scope
614–15
testing 608–9
environments for 609
infrastructure see digital business
infrastructure below
marketing see digital marketing
below
metrics for
collecting, tools and techniques
629–39
in performance measurement
623–7
opportunities in 28–31
optimisation of services 599
performance of, measuring and
improving 621–7
principles 621–7
budgeting 639–46
creating system 622–3
defining metrics 623–7
real-world experiences 599–601
strategy see digital business strategy
below
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Index
supply chain management in 275–84
adoption rates 277–8
applications 277
definition 228–9
downstream management 281
information infrastructure for
283–4
outbound logistics management
281–3
restructuring 275–84
and RFID 280–1
technology options 275–6
upstream management 280
technological drivers of adoption
30–1
barriers 34
consumer technology adoption
32–4
risks 32–4
digital business infrastructure 78, 654
applications, managing 93–5
augmented reality (AR) 87
components 88–9
five-level infrastructure 89
creating new service 90–5
domain name registration 92
domain name selection 90–1
hardware infrastructure 92–3
systems software infrastructure
92–3
uniform resource locators 91–2
internet governance 116–22
net neutrality principle 117
internet technology 89–90
platforms, supporting 82–5
web presentation and data exchange
standards 114–16
web services 96–106
APIs 97
benefits 96–7
challenges 97–8
cloud computing 98–102
hosting providers, selecting 102–3
internal communications
extranet applications 109–14
internet TV 113
intranet applications 107–9
voice over IP 113
widgets 113–14
ISP connection 103–6
service quality, managing 103
service-oriented architecture 102
virtualisation 101–2
digital business strategy 180–4, 185,
654
alignment 237–42
investment appraisal 238–42
productivity paradox 240–2
definitions 184–92
e-channel strategies 186–8
imperative for 185–6
strategy process models 189–92
impacting 237–42
information systems (IS) strategy
237–8
marketing mix 180–4
social business, development of 180
strategic analysis 192–203
buy-side threats 202
capability maturity model 198
competitive environment analysis
198–9
competitive threats, assessment
199–202
competitor analysis 203
co-opetition 203
resource and process analysis
193–8
sell-side threats 201–2
strategic objectives 203–17
business value, creating 207–8
objective setting 209–17
balanced scorecard approach
216–17
conversion modelling for
sell-side commerce 211–13
online revenue contribution 211
SMART objectives 210
vision and mission, defining 203–7
strategy definition 217–32
(1) channel priorities 218–20
diversification of platforms 220
(2) market and product
development strategies 220–4
diversification 223
market development 222–3
market penetration 222
product development 223
right channelling applications
221
(3) positioning and differentiation
strategies 224–5
(4) business, service and revenue
models 225–8
(5) marketplace restructuring 228
(6) supply chain management
228–9
(7) internal knowledge
management 230
(8) organisational resourcing and
capabilities 230–2
options, selection of 217–18
strategy implementation 232–7
failed strategies 232–4
success factors 234
digital business transformation 6, 469,
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