Today almost all companies are
trying to answer and anticipate the questions relating to the care
and management in customer relationship (CRM), to increase market
share and to optimize business processes. In order to think and act
in these processes, relationships to employees, customers and
partners must be optimal and flexible. Among others, the online
strategy and, more specifically, the structure of the web site which
harmonizes contents with commerce and the community plays a central
role.
e-Commerce is fundamentally nothing more than information which
is transferred electronically and linked to financial transactions.
The content of this information builds the complimentary component
to the transaction. Successful e-Commerce requires a thorough
management of the content as well as the processing of the
transaction.
Organizational Problems with Content
Management :
Due to the
rapid expansion of the Internet, many companies have fallen into an
organizational dilemma.
As practically all mid-size and large companies
are using the Internet in some way or another and have set up
Extranets, employees have been assigned new roles. They are becoming
researchers, authors, editors and publishers as the former almost
entirely paper-based Business Publishing material is being
transformed to a dynamic Multi-Media world in a stormy and expanding
Internet. Web Publishing has developed parallel to the Internet and
is technically rather simple. Thus within the company, as well as
with third party site visitors the text is often created without
controls or checks from the upper management. Electronic
publications are often now left up to the initiative of the
employee.
Yet the advisory and information needs of
the customers are continuously increasing. Moreover, the clear
growth and differentiation strategy of the company to surpass the
competition increases the demand for a high quality customer
relationship which means that each client or visitor to a site is
offered specific information or products or
services.
Conflicting Demands from e_Commerce and Content
Management :
An
effective Content Management can be the solution. However, this task
is hardly trivial as several demands must be filled though they may
be diametrically opposed. It can mean that separate production of
electronic publications is possible without forcing the individual
authors to use a specific platform. The resulting content should not
be stuck in a human "bottle neck" - for example with the Web Master
- rather it should flow smoothly to the employees who are part of
the publications production process - or at least effected by the
process. For efficiency’s sake it is important to guarantee that
other employees can have full or partial re-use of the content in
other formats if necessary.
E-Commerce means more than just establishing
another distribution channel for product or service marketing in a
company. It represents a fundamentally new form of business.
Entering this field requires that all employees of all levels in the
company are open and willing to learn. Although these traits cannot
be forced on the employees, they can be encouraged if the employee
is not required to learn it all in one step, rather in stages where
he is guided in the new process of e-commerce.
A Web-Site, which has been developed using a
modular system is preferable since it can lead to a timely, though
gradual, introduction to the new processes which allows for process
variations.
The content preparation creates its very own
business process where the employee is confronted with different
tasks. E-Commerce must be driven by the top management of the
company.
Where Content Management and E-Commerce come
together
In the meantime, dynamic creation of the
personalized contents in a site rapidly gaining in importance. Such
content is mostly developed using profiles which are continually
being updated based on the behavior of the customer or site-visitor.
This capability is critical for Customer Relationship Management
(CRM). The goal is to tailor information offered based on the needs
of the information receiver which is comparable to One-to-One
Marketing in commercial business.
The current trends are unmistakable. Content
Management and E-Commerce are dependent on each other. Many
Websites, which originally began with just an informative character,
are now being improved and updated for transaction processing so
that owners can set up their own e-Commerce. The logical further
development of a Website is to increase its attractiveness for the
occasional and often coincidental site visitor but even more so for
the stabile business partner. Customers and business partners want
to be recognized as the individuals which they are. They can profit
from an increased use of the information when it is collated and
prepared for the specific target groups.
This requires competent software solutions, which
can automatically process the information with the proper
profiles.
The Integration of the User and
Formatting the Community :
Web-site visitors tend to
belong to either one group or an other. On the one hand there are
subscribers, or customers or business partners which, depending on
the user-rights in the individual Web-site, can meet the
individual’s needs and wishes and can be used interactively
(www.myPortal.com). Often it is a question of the group of Intranet
linked participant, frequently Extranet users are also
participating. On the other hand, casual site-visitors can frequent
the site. They should not have any sort of special user rights. This
includes site visitors from Intranets and Extranets, particularly
when the Web-site is generally accessible from the Internet. In this
case the regular or occasional Surfer is meant who is addressed by
the company publications.
It should be possible to create individual
profiles for all these sorts of site-visitors. These profiles should
contain characteristics which are attained from specific visitor
information or from the behavior of the visitor gained when visiting
the site. The profiles can be based on the visitor’s special
interests as he selects certain products or services information. In
this fashion, a collection of characteristics accumulates rapidly
which can be used for individual marketing which is known in
marketing circles as 1:1 Marketing. For example, visitors can, when
asking for specific travel destinations, receive information not
just about the transport possibilities to the destination and the
local accommodation suggestions, but also the special offers
tailored for that individual customer - like the sporting events or
the cultural activities at a specific time of the year and so on. Of
course it goes without saying, that by using Content Management the
required contents must also be prepared in order to offer a wide
variety of possibilities which automatically match the profile of
the visitor.
A further way to increase customer loyalty exists
in the setting-up of so-called Communities, which are forum like
communities where Web visitors can exchange and share information.
The best known form of this information sharing is the virtual
bulletin board called Message Boards, where the visitor can leave
messages for the other visitors to the entire community. In this way
a beginner can receive answers to his questions in a certain field
from experienced visitors or internal company consultants on a
certain related Web Site. |