C - COMMERCE CONCEPTS MODELS STRATEGIES C.S.V. MURTHY

C - COMMERCE CONCEPTS MODELS STRATEGIES C.S.V. MURTHY. B. Sc, B.E., MIE. Chartered Engineer Industrial Consultant, Visiting Faculty at Various Management Colleges, BANGALORE. MUMB.Ai DELHI NAGPUR 'BANGALORE HYDERABAD

TABLE OF CONTENTS Part - A Chapter 1 Chapter 2 Chapter 3 Managing Electronic Commerce Exploring Electronic Commerce - Managing Electronic Commerce - E-Commerce in India - Prediction - Prospects for Electronic Commerce - Contemporary Electronic Commerce Topics. Overview of Electronic Commerce Introduction - Main Activities of Electronic Commerce - Definition of Electronic Commerce - Broad Goals of Electronic Commerce - Electronic Commerce.Technical Components - Functions of Electronic Commerce - Status of Electronic Commerce -Prospects of Electronic Commerce - Significance of Electronic Commerce - Advantages of Electronic Commerce - Disadvantages of Electronic Commerce - Pre-Requisites of Electronic Commerce - Lessons from Electronic Commerce Evolution - Meaning of Electronic Commerce - Scope of Electronic Commerce - Electronic Commerce Volume Set to Reach Rs.3,500 Crore in 1999-2000 - Users of Electronic Commerce - Electronic Commerce Systems - Technologies Used - Electronic Commerce Analysis - Electronic Commerce Technical Architecture - Electronic Commerce Strategies - Progress of Electronic Commerce in India - Two Faces of Electronic Commerce - Electronic Commerce Essentials - Electronic Commerce Applications - Electronic Commerce and Electronic Business - Brief Understanding of Electronic Commerce - Foundation of Electronic Commerce - Electronic Commerce Development - Electronic Commerce Goals V/s Business Goals - Growth of Electronic Commerce - Electronic Commerce V/s Traditional Commerce - Major Segments of Electronic Commerce - Electronic Commerce Technology Service - Key Characteristics of the Economic Model for Electronic Commerce. Driving the Electronic Commerce Revolution Electronic Commerce Activities - Niche Broad or Target Customer - Targeting Strategy - Differentiation (In Terms of Features and/or Services) - Major Modes Found in E-commerce - Matrix of

E-commerce Models - Business to Consumer (B2C) Commerce - Business to Business (B2B) - Definition of B2B - B2B Boom - Building Your Own Strategy - Strategy Development - Elements arid Resources Impacting Electronic Commerce and Changes - Staff Needed - Build Technology Awareness Program within the Company - Opportunity Development for E-commerce Stages - Electronic Commerce Opportunity Frame Work (Example) - Factors in Decision Making Strategy - Development of the Electronic Commerce Business Case - Components and Factors for the Development of the Business Case - Network Practices and Business Processes - Developing an E-commerce Strategy - International Electronic Commerce - International strategy development - Business model impact with International electronic Commerce - Product Suitability - Dot.com Companies (Fredrich's Analysis) - Existing Companies - Six Tips for Building a Successful Homepage - Metadata - Maintaining Metadata - The Information Super Highway - Shopping Cart, Cookies and Electronic Commerce - Killer APP- ERP Vendors and Electronic Commerce - Domain Name - Telnet - Virtual Terminals (VT) - File Transfer Protocol (FTP) - File Access Using NFS and RPC - Electronic Mail - Aliases - Simple Network Management Protocol (SNMP) - Click Stream Analysis - Website Communication - Look and Feel - Program. CHAPTER 4 The Internet 101-142 CHAPTER 5 Evolution of the Internet - Components of the Internet World - Business Use of the Internet - Internet Growth - Internet for Business - Categories of Networks - Local Area Networks (LAN) - Wide Area Networks (WAN) - Internet Works - Paradoxes of the Internet - Customer Value and The Internet - WAN, LAN, MAN and BAN - Backbone Network (BN)/Compus Network (CAN) - NSF Net Program - Internet Backbone in India - Strategic Business Values - Six Strategic Capabilities of Internet - Traffic Building Techniques - Internet Service Providers - ISP and Services in India - Application Service Providers (ASPs) - The Survival Model - World Wide Web. - Internet Functions. Portals Introduction to Portals - Calendaring and Scheduling - Functions of Portal - Definition of Portal - Enterprise Portal - Portal Technologies - Business Benefits - Portal Start Up Costs - Futures of Portal - Future Portals - Portals in India - Main Sources of Income from Portal - Portals are Versatile and Evolving - Advantages of Portal - Market Place for Electronic Commerce - Electronic Commerce Portals - B2B Portals -B2B Portals in India - Statistics 143-174

of B2B Portal Business - Portals in US - B2B Portals and Exchanges - Portals Accessible for Transactions in India - Enterprise Information Portal (EIP) - Business Intelligence - Web-Based Streamlined Information - Work Flow - Gateway Definition - Proxy Application Gateway - Proxy Gateway Advantages - EDI Gateways - Payment Gateways. Chapter 6 Open Systems Inter Connection (OSI) Model 175-199 Introduction to OSI Modef- Layered Architecture - Seven Layers - OSI Model Operation - Organisation of the Layers - Functions of the Layers - Data Link Layer (Layer 2) - Network Layer (Layer 3) - Transport Layer (Layer 4) - Session Layer (Layer 5) - Protocol - Standards - Overview of TCP/IP - TCP/IP and the Internet - TCP/IP and OSI - Communication Path - Communication Channel Characteristics (Media, Speed and Capacity) - Broad Band Technology. Chapter 7 (XML) 201-213 Introduction - Definition of XML - Business Reasons to Consider XML Based, Technology - Comparison of HTML with XML - HTTP Provides the Language that Allows Servers and Browsers to Communication -* Database Publishing and Presentation - XML is like HTML? - XML is just SGML? - Why XML - XML Development Goals - XML as Extensible Mark Up Language - XML as a Tool to B2B - Advantages, Disadvantages and Applications of XML - Dyna Base - XML to the Rescue - Structure of an XML Document - XHTML -X/Secure. Chapter^ Data Warehousing 215-238 Introduction to Data Warehousing - Definition of Data Warehousing - Data Marts and Operational Data Stores - Data Warehouses for Decision Support - Storage Area Nnetwork (SAN) - Data Query Language SQL - Data Mining - Design of Data Warehouses - Building a Data Warehouse - Data Visualisation - Types of Data Warehouses - End-to-End Data Warehouse - Crucial Elements to have" a Complete Data Warehouse - Functions of Data Warehouse - Benefits of Data Warehouse - Geographic Information System. Chapter 9 Building Own Web Site 239-250 Introduction to Internet - Reasons for Building your Own Website - Ideal Website - Domain Registration - Web Promotion. Chapter 10 Internet Security 251-316 Secure Transactions - Computer Monitoring - Privacy Issues - Privacy on the Internet - Corporate e-mail Privacy - Computer Crime - Types of Computer Crime - Specific Threats - Attacks on

Computer Systems - Software Packages - Security Threats - Ethical Considerations - IS Security Risks - System Properties Facilitating Security-Common Controls, Common Threats, IS Protection - Ethical, Social and Political Issues - Hacking - Disaster Recovery - Major Types of Security Problems/Common Threats - Ergonomics -. Cryptology - Encryption and Decryption - Data Encryption Standard (DES) - Public Key Encryption - RSA Public-Key Cryptosystem - Encryption Technology - Internet Security - Firewall - Office Automation Systems - Routers - Domain Name - Telnet - Electronic Commerce and Security - Advanced Encryption Standard (AES) - Digital Signature - Client Server Network Security - Security for Internet Trading - Working of Web Software - 128-bit Encryption System - Electronic Security Challenges. Chapter 11 E-Commerce and Internet 319-352.Electronic Commerce and Internet - IT Industry in India - Great Prospects Ahead for India in IT - Support from the Union Government Transactions Ready Websites-Wholesale Electronic Commerce Transaction on the World Wide Web - Electronic Commerce Czars Rule Web Business - Internet - Traditional Marketing Strategies -Web Personalisation - Web Resources - Electronic Commerce Technical Components - Internet Service Provider (ISPs) - Choosing an ISP - Brick and Mortar to Click and Mortar - Content Management - Communities of Internet (COINs) -'Cookies - Community Building - Community Building Programs - Costs Associated with Electronic Commerce Projects. Chapter 12 Electronic Market 353-392 Online Shopping - Online Purchasing - Electronic Market - Three Models of Electronic Market - Electronic Market Dimensions - Markets Category - Interactive Marketing - One-to-One Marketing - Permission Marketing - Pull and Push Technologies - B2B Hubs - B2B Market Places - Role of B2B Market Places - B2B Exchange. Chapter 13 Electronic Business 393-434 Introduction - Definition of Electronic Business - Electronic Business Applications - Emerging Applications - Electronic Business Architecture - AMR Model for Electronic Business - Evolution of Electronic Business Applications - Electronic Business Statistics -. Electronic Business (E-B) Initiatives - Dotcom Companies - Opening the Doors for Virtual Business - Electronic Commerce Savings by Product Category - The Indian Scenario for Electronic Business - Failure for Electronic Business Projects - Electronic Business Implementation - Success for Electronic Business - Benefits of B2B Electronic Commerce - Disadvantages of B2B - Business to

Chapter 14 Chapter 15 Chapter 16 Business Applications - B2B Electronic Commerce - B2C Electronic Commerce - B2B Market Place - Basic Business Models - B2B Implementation Problems - Indian Scenario on B2B Electronic Commerce - B2B Statistics - Achieving Competitive Advantage - Business to Business Boom - Electronic Commerce Vs Electronic Business - Business Reasons for Electronic Business - B2B Electronic Commerce Requirements - Foundation of Electronic Commerce - Domestic Industry - Virtual Supply Ttechnologies - Enabling Technologies - Electronic Application Categories - Electronic Tailing. Business to Business E-Commerce Planning Technologies of Electronic Business Sites - Upgrading Capacity - Metrics and Descriptors - Market Places for Electronic Business Sites - Future Trends of B2B Market Places - Capacity Planning Approach Based on a Reference Model for Electronic Business - Requirements met by Electronic Business - E-Tailing in India - Unified Messaging - Electronic Enterprise - Electronic- Business Balance for the Long Haul - The Napsterisation of B2B - Peer-Peer Networking - P2P with Gnutella Protocol - Electronic Business Intelligence (E-BI) - Electronic Quality - Electronic Enterprise -Brochure Ware - Auctions and the Emerging Electronic Market Place - Essential Elements of an Electronic Business -r Differentiation in Catalogs for B2B as Opposed to B2C - Electronic Business Execution Frame Work - Personalised Sites - Companies that Sell Personalisation Software and Services - Transforming Business to E-Business - Instant Messaging. Business Models Five Extended E-Conomy Business Models - Electronic Business Store Front - Informediary - Trust Intermediary - Electronic Business Enabler. Four C's (Convergence, Collaborative Computing, Content Management and Call Centre) Technological Advances in the Convergence - Types of Convergence - Convergence Driven by Certain Market Conditions - Convergence and its Implications - Convergence and Electronic Commerce - Collaborative Product Development - Contract as per CAD - Simultaneous Collaboration - Security - Definition of Content - Introduction to Content Management - Content Partnership - Content Repositories - Content Convergence - Content Providers - Web Traffic and Traffic Management - Content Marketing - Call Center Definition - Introduction to Call Centre - Need for a Call Center (24x7) - Tasks Handled - Mode of Operation - Evolving of Call Centre Technology - Call Centre Equipment Details - Predictive Dialing - Statistics About Call Centres - Strengths and Weaknesses of Call Centres - Customer Premises Equipment (CPE). 435-486 487-501 503 524

Chapter 17 Wireless Application Protocol (WAP) Introduction - Definition - Handheld Devices - The Future is WAP - Mobility and Commerce - Technology Update - Security of WAP Transactions - Mobile Computing in Four Dimensions - Wireless Web - Web Security - Public Key Infrastructure (PKI) - Checklist for Security Policy - Alias Card - Positional Services - Wireless Internet as the Way of the Future - The Wireless Millennium - The WAP Environment - WAP in India - Mobile Computing -= Stages, of Mobile Computing - Third Generation Mobile. 525-550 Chapter 18 Intranets and Extranets 553-574 Introduction - Definition of Intranet - Advantages and Disadvantages of Intranet - Components of an Intranet's Information Technology Structure - Development of an Intranet - An Overview of an Intranet - Extending Intranet - Extranet and Intranet Difference - Internet and Intranet - Intranet as a Foundation for B2B - Role of Intranets in B2B Applications - Access to Intranets and Extranets - Syndication - Customer Management Systems - Introduction to Extranet - Definition of Extranets - Applications of Extranet - Web Software Working - Intranet/Internet - A Virtual Private Network (VPN) - Relationship Between Internet, Intranet and Extranet - Firewalls - Web Browser - Challenges Found in the Management of Intranets - Optical Networking. Chapter 19 Supply Chain Management (SCM) 575-612 ' Definition of Supply Chain - Different Categories of Supply Chain - Definition of Supply Chain Management (SCM) - Benefits of SCM - Goals of SCM - Functions of SCM - Benefits of using the Internet of SCM - Strategies of SCM - Supply Chain Optimisation Technology - Constraints Programming - The Integrated Value Chain - Supply Chain Precursor to Integrated Value Chain - Value Chain Management (VCM) - Value Chain Language - Electronic Logistics and its Implementation in Business Houses - A Good Example of SCM - Supply Chain Portal - Internets Effect on Supply Chain Power. Chapter 20 Electronic Data Interchange (EDI) 613-622 Definition of EDI - Electronic Data Interchange (EDI) - EDI would Benefits Business Relationships Between Organisations - Network Enabled Business Practices - Applications of EDI - EDI Advantages - Limitations of EDI - Concept of EDI - Disadvantages of EDI - Cost of EDI - EDI model - Protocol - Encryption - Data Standard used jn EDI.

Chapter 21 Chapter 22 Electronic Payment Systems Fpart.- E " ; Introduction - Types of Electronic Payment System - Payment Types - Receipts of Payments - The Traditional Payment System - Modern Payment System - Electronic Cash - The Steps for Electronic Payment - Payment Security - Information Sources for Electronic Commerce and Payments on the Web - Internet Protocol Security (IPSEC) - WINGSPAN BANK.COM Reinvents Online Model-A Study - Traditional Payment Methods - Problems with Traditional Payment Methods - Net Banking - Enabling Regulations - Critical Building Block for Electronic Commerce - The Offline Purchasing Process - The Shopping Process with Payseal - Advantages of Payseal - ICICI Plan to Create a Virtual Bank for Virtual Customers - Paperless Cheque Processing - E-Cash. E-Security Introduction to Security - Electronic Security - Information Useful to Intruders Classification of Introducers - Victimised Firms - Attacking Methods - Incidents Occurrence - Security Practices - Cryptography - Hacker - Hacker's View - The Security Analysts and Media View - Secure Electronic Transaction (SET) - Payment Enablers - Secure Socket Layer(SSL) - Ten Practical Tips to Secure E-Commerce - Security Tools - Network Security - Electronic Commerce Act - Virtual Private Network. 625-664 665-705 Chapter 23 Customer Relationship Management Introduction to CRM - Definition of Customer Relationship Management (CRM) - Marketing Automation - Enterprise Customer Management - Processes - Technology - CRM Areas - Components of CRM - CRM Architecture - Architectural Components of a CRM Solution - Time Schedules Projection - Grouping of Enterprises - Electronic CRM - Need for Electronic CRM - CRM's Goal Satisfy Customers much more than their Competitors Do - CRM Suppliers and Customer Information Convergence - Customer Relationship Management Demystified - E-CRM Architecture - Electronic CRM Applications - The Electronic CRM Market in India - Major Trends of E-CRM - Global Scenario for Electronic CRM - CRM Customer Relationship Management Buzz - CRM in Indian Banking - CRM Concept Understanding the Processes - CRM is Interactive - Networking Vedors Continue Invasion of CRM Market - Customer Relationship Portal- CRM Utility in India - Quality Management moves to the Fore Front - A Better, More Challenging Job - Where 709-775

Chapter 24 Chapter 25 does a Customer Figure in Relationship Marketing and Network Marketing - New. Approaches to Marketing - Emergence of the Relationship Marketing Paradigm - New Approaches to Marketing Emergence of the Network Marketing Paradigm - Technology Used in CRM. Knowledge Management Introduction to Knowledge Management - Definition of Knowledge Management - Goal of Knowledge Management - Collaborative Computing and Knowledge Management - Business Inteligence - Personal Knowledge Management (PKM) - Net Across gives Importance to Knowledge Management - Collaborating through Knowledge Management - Knowledge Management Products - Changing Paradigm of Modern Management - Evolution of Knowledge Management - Knowledge Creating Process - A New Model for Knowledge Management - Knowledge Management Strategies for Different Organisations - Knowledge Management in R&D Organisations - Nationwide Knowledge Management - Using KM to Safeguard your Intellectual Property - IT and Innovation - Knowledge Management Tools - Managing Knowledge - Essentials of Knowledge Management - The Internationa! Experience - The Indian Experience - Web Sites on Knowledge Management. Views of the IT Industry Future-proof your business... - E-Commerce - Problems and Prospects in India - E-Commerce and the Future - E-HR - The New Buzz Word for Modern HR Professionals. Glossary References Index 777-810 811-821 822-832 833-838 839-850