important 3 Important BHALOTIA CLASSES (9883034569/9330960172) E-commerce [For B.com 2nd Semester 2023] No. Chapters. Page Number Introduction [10 Marks] (6 MCQs) 01-20 E-CRM and SCM[8 Marks] (5 MCQs) Digital Payment [8 Marks] (6 MCQs) 35-51 ERP [8 Marks] (5 MCQs) 52-62 New Trends in E-Commerce [6 Marks] (4 MCQS) 63-71 CUB.com Questions papers of E-commerce (20)8 2022) 72-87 Business communication nior 2nd Sem 2023] No. Chapters Page Number Introduction [4 +4 = 8 Marks] 88-97 ‘Types of Communication [6 Marks] 98 — 104 Tools of Communication [5 Marks] 105-110 Drafting [10+ 10 = 20 Marks} 11-145 CUB. com Questions paperg offS-commerce (2018 to 2022 146— 147 ADMISSION GOING ON FOR B.COM/M.COM/CA/CS/CMA FOUNDATION. CONTACTE-Commerce (40 Marks): Syllabu: Unit 1: Introduction [10 Marks, Class: 10] E-Commerce-meaning, nature, concepts, types, €-cammerce business models B2B [concept, major activities, types of B to B market (independent, buyer oriented, supplier oriented, e-market place)], B2C [portals e-tailer, content provider, transaction broker, real life examples of B2C], C2C, C2B, ete:; forces behind e-commerce, e-Governanee [meaning, types, significance, real life examples] Unit 2: E-CRM and SCM [8 Marks, Class: 8) E-CRM-definition, features, goals of E-CRM business framework, phases of E-CRM, types of E-CRM, Functional components of E-CRM, strategies for E-CRM solutions, SCM-definition, features, types of supply chain. Unit 3: Digital Payment [8 Marks, Class: 8] Methods of e-payments [Debit Card, Credit Card, Smart Cards, e-Money], electinic or digital wallet, digital signature (procedures. working and legal provisions), payment gateways [C(r@\Banking Solution or CBS, Mobile Payment, UPI, NCPI, Intemational Payments], Online banking (ineaning, concepts, importance, electronic fimd transfer, automated clearing house, automated ledger posting} tisks involved in e-payment. Unit 4: ERP [8 Marks, Class: 8] Definition, features, major characteristics, levels of ERP, bghef)s“of ERP, enterprise potential of ERP, modules of ERP, phases of ERP implementation, limitations, of ERP. Unit $: New Trends in E-Commerce [6 Maris Class: 6] Social Commerce-concept, definition, features, Digital Marketing-definition, objectives, methods, imitations, Advertisement in Social Media-objectives, adantageS and disadvantages, procedures, Business communication Syllabus: 40 marks Unit 1: Introduction [8 Maiks,Ciass: 8] [4 + 4] Definition, objectives, importafigescléments, process, forms, models, principles of effective communication, barriers to communication@n@medial measures, role of communication in conflict resolution Unit 2: Types of Comshunication [6 Marks, Class: 6] Formal and informal commmunication, Grapevine, Characteristics of corporate conumunication, Charactersties of corporate commmnication, Communication network Unit 3: Tools of Communication [6 Marks, Class: 6] Emergence of communication technology, Modem Forms of communication, Fax, Email, Video Conferencing Unit 4: Drafting (20 Marks, Class: 20] [10 + 10) Notice, Circular, Resolution & Minutes, Report, CV waiting, Business letter writing- Offer letter, Quotation, Status enquiry, Confimmation, Execution, Refissal and cancellation of ordet, Recommendation, Credit collection, Claim, Bank loan,BHALOTIA CLASSES (9883034569/9330960172 For all Subject’s Free last time suggestions, Mock test papers etc join our free telegram group. This telegram group will be continued till 6th sem. Join this free group. Link of telegram Group https://t.me/bcom_1sem Contact No./Gpay/Phonepay/Paytm 9883034569 (office) 9330960172 (office) 882069676 1{Sir) Bhalotia’classes Office/Offline classes: 72/B Tarak Pramanik Road, 2" floor opposite Metro Ice-cream Distributor Nearby Landmark: Shimla Park Nearest Metro: Girish Park (exit from gate no. 3) Kolkata: 700006erento 1.E-Commerce-meaning (Important)***** E-Commerce or Electronic Commerce means buying and selling of goq “products, or services over the internet. E-commerce is also known as electronic commerce or ifiteme! commerce. These services provided online over the internet network. Transaction of money. fndaand data are also considered as E-commerce E-commerce, or electronic commerce, is the exchange. ghotls and services, or the transaction of funds or data, over the internet, The development of the Electronic Data Interchai= EDI) in the 1960s paved the way for electronic commerce, EDI replaced traditional mailing andfaxthg of documents by allowing a digital transfer of data fiom one computer to another. It wasn't urffh1997 that the very first transaction. took place . E-Commerce: Nature & Features 1) Ubiquity : E-commerce is widespredt! Vat is, it is available everywhere always. It sets free market fiom being restricted to a physicaY’spice ind makes it possible to shop from computer (such as desktop, laptop). The result is called a markSespace. 2) Global Reach : E-commerce technologies enable a business to easily reach across geographic boundaries around the earth far more conveniently and effectively as compared to traditional commerce. Globally, companies are acquiting greater profits and business results by expanding their business with e-commerce solutions 3) Universal Standards : Universal Standards are standards shared by all the nations around world. These are technical standards of Internet for conducting e-commerce4) Interactivity : E-commerce technologies permits two-way communication between customer and sellers which makes it interactive, It proves as significant feature of e-commerce technology over the commercial traditional technologies of the 20th century. 5) Information Density : Information density means total amount and quality of information available over Intemet to all market buyers and sellers, Internet vastly increases information density. 6) Richness : Richness refers to the complexity and content ofa message. Richness means all commercial activity and experience, conducted through a variety of messages. For example, text, pictures, videos, sound, links, ‘SMS (Short Message Services) ete 7) Personalisation : E-commerce technology offers personalisation. Personalisation Jivaris designing marketing messages according to particular individuals by customising it as per ouctomier personal details like name, interests, and past purchases record. Products or services can be 11@iliied or altered according to the user's choice or past buying record. 3. Advantages of E-Commerce The advantages/benelits of e-commerce cap be divided into two ealegories, A) Advantages to Custoraers - 1) Reduced Prices : The products available on websites-have reduced prices because the different stages of value chain are decreased between source‘! déstination. The intermediaries such as retail store are eliminated by the company and they sel/#ie4t products to consumer directly instead of distributing through intermediaries, raers - 2) Global Marketplace : E-commerce provides global marketplace from where consumers can purchase products according to their needs situated anywhere in the world 3) Anytime Access : Online businesses ate open 24 hours, 7 day a week and 365 days in a year and never sleep. Consumers can do transactions and enquiry about any product/services provided by company at anytime and anywhere from globe, Constner can purchase any produet in day or night using Intemet connections and computer at single click of mouse4) More Choices : Online businesses provide their consumers more choices of purchasing. Before purchasing any product, consumer can study products and their features of all major brands 5) Quicker Delivery: E-Commerce offers consnmer more options and provides quicker delivery of produets and services, Some e-commerce company provides free home delivery service to their consumers. © Relevant Information : E-commerce provides relevant and detailed information about products and services within seconds to its consumers. Consumer can compare products and their prices in easy manner B) Advantages to Businesses : 1) Low Barriers to Entries: In today’s world, small and large firms have opportunities to start up snaGonduct business on the Internet. Finns entry cost to the Intemet is minuscule (Very sinall) because'thé¥ éo not need the space for rent. All the business over Internet are virtual means that there is no need? large nmmber of employees to condnct business, 2) Increased Potential Market Share : Businesses are increasing their market share by malagitheir busine: are accessed at any time to international markets internet enabled. Online businesses 3) Low-Cost Advertising : Internet provides low cost advertisezveitisas compared to advertisement on newspapers or television. In today’s world, Intemet has beconis in’xpensive advertising medium used by firms for commerce. The different methods of adver ce-mmai, banners, pop-ups, steaming video and audio ete. 4) Strategic Benet E-commerce enabled bosthess have many strategic benefits because they 8) Reduees cost of mail preparation, document preparation and data entry, ) Finds errors easily ©) Lowers cost of calling over telephone d) Lowers delivery time and labour costs. ) Lowers data entry and management expenses. 5) Global Reach. E-commerce enabled business has ability to reach globally at low cost. They are able send messages world-wide at any time, Since online businesses are globally accessed so e-commerce helps to attract new consumers and business clients from anywhere in the world,4. Disadvantages of e-commerce A) Technical Disadvantages 1) Lack of Security : Consumer needs to be confident and trust over e-commerce payment providers. Any fraud, hacking or forgery can break the trust of consumer. 2) Low Bandwidth : Inmany countries, network might cause an issne because of low bandwidth, 3) Difficulty in Integrating E-Commerce : It is difficult to integrate e-commerce software or website with the some existing applications and databases, Vendors need special web servers to, deal with integration problem in addition to network servers 4) Not All Customers have Access to Internet : Internet aceess is not miversally available so much of the effort nfad® does not actually reach the consumer. Many potential customers that are living in remote villages-isa¥ not Intemet access facility. B) Non-Technical Disadvantages - 1) Initial Cost : The initial cost to develop e-commerce web site in-hozme is Very high. This may need high cost of hiring qualified staff to maintain and updating e-commerc® veh ite. 2) Security and Privacy: The major issues in online businesses are secunty. and privacy. Customers feel hesitant to disclose credit card numbers over Internet because of sectityproblems such as theft of credit eard number Face-to-face contact and paper trfnsaptions are important in business deals and transactions since it is related to trust. So for any consemeY switching fiom physical to online stores is difficult, 4) Lack of Touch and Feel: Consumers may want fOfotich and feel a product before purchasing online. Online businesses do, not provide the touch and¥ééb Experience to consumer on items such as clothes, shoes ete. 5) Customers Relation Problems : Organisation needs loyal customers to run their online business for long time. Online businesses cannot continue without loyal customers in today's competition. © Corporate Vulnerability : Online businesses have high availability of information related to product, price, catalogs, and others. DLegal Issues: ‘When buyers and sellers do not know each other, there is, chance of fraud over the Intemet, Hence there are many legal problems related to e-commerce. Some common legal issues encountered in e commerce are : a) Software and Copyright Violations b) Credit Card-Fraud and Stolen Identities ¢) legal Bargains and Criminal Law.5.E-Business vs. E-commerce (Important)***** E-Commerce or Electronies Commerce is a methodology of modern business, which addresses the need of business onganizations, vendors and customers to reduce cost and improve the quality of goods and services while increasing the speed of delivery. Ecommerce refers to the paperless exchange of business information. E-Business has emerged as a mainstream solution for many businesses. It focuses on the business as a whole and is not restricted to commercial transactions. It involves streamlined and automated construction and maintenance of business processes across production, development, corporate infrastructure and product management. With internal and external connectivity through intemet or intranet or extranet, an. e-business strategy aims at reducing operating costs to increase productivity and improve bottom line. It enables better responsiveness to customer needs, transparent communication with businesses and improved vendor relations. ‘The main distinctions between E-commerce and E-Business are 3. No E-Commerce co 1 | E-commerce involves commercial | -E-basiness is conduct of business processes on transaotions done over intemet pte) intermet 2 | commerce subset of -business=*"7* | busines fs superset of W-busines, 3. | E-commerce usually requires thetise\6f just | E-business involves the use of CRM'S, a website. ERP'S that connect different business processes, 4 | E-commerce just involyes\-buying and | E-business includes all kind of pre-sale and selling of products andvarvices post-sale efforts 7 | E-commerce involves the mandatory use | E-business can involve the use of internet, of Internet. intranet or extranet. Example: Using of internet by dell, Amazon for maintaining business processes like. Online customer support, email marketing supply chain management. Example: Buying of pen drive from Amazon.com, alibabacom is considered ecommerce.6. Traditional Commerce Vs e-Commerce 1. Traditional Commerce : Traditional commerce refers to the commercial transactions or exchange of information, buying or selling productiservices from person to person without use of internet which is a older method of business style and comes under traditional business. Now a days people are not preferring this as itis time taking and needs physical way of doing business, Example includes physical market/bazaar E-commerce refers to the commercial transactions or exchange of information, buying or selling produet/services electronically with the help of intemet which is a newer concept of business style and comes under e-business, Now a days people are preferring this as itis less time taking and does not need physical way of doing business everything can be done with laptop or smaztphone and intemet. Example includes online shopping sites. BASIS FOR - COMPARISON TRADITIONAL COMMERCE E-COMMERCE Meaning Traditional commerce is a branch of | e-Commerce means carrying out business which focuses on the | \cSmmercial transactions or exchange of products and services |exchange of information, and includes all those activities electronically on the internet. which encourages exchanats\ri some way of the other Processing of Manual Mm) ‘Automatic Transactions Accessibility Limited Time< 24x7x365 Physical Goods cari be inspected physically | Goods cannot be inspected inspection before nurthase. physically before purchase. Customer Face tface Screen-to-face interaction ‘Scope of business Litnited to particular area. Worldwide reach Information No uniform platform for exchange of| Provides a uniform platform for exchange information. information exchange. Resource focus | Supply side Demand side Business Linear End-to-end Relationship Marketing ‘One way marketing (One-to-one marketing Payment Cash, cheque, credit card, etc. Credit card, fund transfer ete. Delivery of goods | Instantly Takes time [£ 6=Law Free Marathon classes on Sat 26" Aug, 12 pm), Contact us for class link |7.History of E-commerce E-commerce onginated ina standard for the exchange of business documents, such as orders or mwoices, between suppliers and their business customers. Computer-to-compater electronic data interchange (EDI) standard is flexible enough to handle most simple electronic business transactions, Ecommerce has come a long way since the CompuServe launch in 1969, Driven by changes in technology and global circumstances, ecommerce is growing and shows no sign of stopping. ‘With the wide adoption of the Intemet and the introduction of the World Wide Webin 1991 and of the first browser for accessing itn 1993, most e-commerce shifted tothe Intemet. Morerecently, with the global spread of smmartphones and the accessibility of fast broadband cormections to the Infemet, rmich e-commerce moved to mobile devices, which also included tablets, laptops, and wearable products such as watches, Computer-to-computer EDI replaces postal nil, fax and email, While Geil is also an electronic approach, the documents exchanged via email mst still be handled by peoplp-atli than computers, Having people invelved slows down the processing of the documents and also inttoduss Brats. Instead, EDT documents can flow straight through to the appropriate application on the receiver's opaqputer (eg, the Order Management System) and processing can begin immediately. Ne: ms devices such as smartphones and abltts M-commerce is a form of e-commerce that enables users to access, online shopping platforms withoul‘he lise ofa desktop computer, Mobile commerce, also known aS'm-commerce, involves using wireless handheld devices like cellphones and tablets to conduct comme: funsactions online, including the purchase and sale of prociuets, online banking, and paying bills 10. Types of E-commerce Business - to - Business (B2B) Business - to - Consumer (B2C) Consumer - to - Consumer (C2C) Consumer - to - Business (C2B) Business - to - Government (B2G) Government - to - Business (G2B) Government - to - Citizen (G2C)involving a manufacturer and wholesaler, or a wholesaler and_a retailer, Business-to-business refers to ‘business that is condhcted between companies, rather than between a company and individual consumer. Examples: India Mart Major activities of B2B (a) Supplier Management (b) Inventory Management (©) Distribution Management (@ Channel Management (©) Payment Management 12. Types of B to B mazket 1, Supplicr-oriented e-marketplace \ This model, also known as e-distribution, is chatacterized-by uany buyers and a sinall number of suppliers. A single company or a group can administe?};-and the supplier owns it, It aids in the development of goodwill and loyal clients. This is an @sleellent approach to find wholesale things to sell, but not so much for learning how to find vendors, 2. Buyer-oriented e-mat Hace This model, also known as e-procuremetie, as a small number of buyers and many sellers. The customer controls the site in this arrangement, while the sellers advertise competing products at varying prices. ‘These bidding sites target only Jarge-séale buyers. 3. Intermediary-oriented\-1iarketplace A B2B is a rapidly expaivding marketplace with numerous consumers and sellers. It is controlled by a third-party company thet matches buyers and sellers for a fee. Its the best option for small and medium- sized companies,16. Consumer-to-Business (C2B) (Imp)****** Customer-to-Business (7B) business model is another great concept that is popular mainly due to platforms that cater to fi€elancers. In C2B, freelance workers work on tasks provided by clients. Most of these clients are commercial entities and freelancers are often individuals. In simpler terms, consider C2B is a sole proprietorship serving larger businesses. Reverse auction websites, freelance marketplaces, affiliate marketing all form part ofthis business model Again, this model requires planning due to the legal complexities involved.7. Business to Government (B2G) ‘government agencies If you want to choose this ecormmerce business model, you will have to bid on government contracts. Governments usually put up requests for proposals and ecommerce businesses then have to bid on. government projects. In most eases, a government agency would not come to place an order on your ecommerce ‘website, However, some local government agencies are exceptions to the rue, depending on their needs 18. Government-to-Business (G2B) Nonconuercial online interactions between the local and central government and business are known as “government to business” (G2B). Examples of this kind of online government service include tax retumn, filing and trade business licensing applications (SIUP), E-Governance 19. Government - to - Citizen Governments use G2C model websites to approach citizen in general. Such websites support auctions of vehicles, machinery, ot any other material, Such website also provdas services like registration for birth, maniage or death certificates. The main objective of G2C_webettes is to reduce the average time for fulfilling citizen’s requests for various government services 20. What are the driving forc:s of electronic commerce ? ‘The evolution and growth of e-commerce can pe-att buted to a combination of technological, marketing and economic forces, Let us discuss some ef the Wiving forces of e-commerce. (a) Economic forces that drives,é-2¢mmerce: (a) E-commerce enables businesses tveract with suppliers, customers and with players in the distsibution channel at a lower cost. (b) The cost of installing and maintaining a website is much cheaper than owning a physical store, This motivates the growth of e-commerc? (©) E-commerce generates re ster profits due to less human intervention, lower overhead cost, few clerical errors ‘and more efficiency (@) The cost of adverti“ing is cheaper and provides access to global market at low cost. This is something which encourages people engaged in business to promote their business through electronic medium, (b) Technological forces that drives electronic commerce ‘Technological advances have made business communication faster, easier, economical and efficient. Ithas enabled the business to switch over from the local market to the global market. (c) Market forces that drives electronic commerce (a) E-commerce enables customers to make product comparison, place orders, track orders and make payments at ease. Due to convenience, customers prefer to purchase their desired goods or services over intemet in the online marketplace (b) E-commerce also allows the customers to choose and order products according to their personal and unique specifications. It paves way for mass customization.22. Types of Government Interaction in 9-governance. e-Govemance can take place in four major types of inferactions, apart ffom hd processes and inferactions in the back-office, within the goverment framework: Government to Government (G2G) Information is exchanged within the government ,, ether, betwpeh the Sentral government, state govemmment and local governments or between different branches of the same geyteeriient : : ‘The citizens have a platform through which they can ine act With the government and get access to the variety of public services offered by the Government Government to Businesses (G2B) The businesses are able to interact with thé govérnment seamlessly with respect tothe services of the government offered to businesses Government to Employees (G22) ‘The interaction between the go¥2ieniént and its employees occuss in an efficient and speedy manner. 2%. Objectives of e-Governance (@ Tosupport and simplify govemanee for government, citizens, and businesses (®) To make government administration more transparent and accountable while addressing the society’s needs and expectations through efficient public services and effective interaction between the people, businesses, and ‘govemment. (©) Toreduce cormuption in the government (@) Toensure speedy administration of services and information. (©) To reduce difficulties for business, provide immediate information and enable digital communication by e- business,24, Significance of e-governance Tmportance of E-Governance in digitisation era are as follows: (0) Transforming lives: The government has been trying hard for digitisation to induce economic inclusiveness and social tansfounation, through initiatives like, Digital India’, ‘Make in India’ and Skill India (>) Good governance: The complex nature of govemance in India demands a holistic approach. Shedding old ‘methods and embracing new technologies in governance, would lead to faster, smarter and more pro-active government needed in the age of digitisation catering its citizens. (©) Modern problems: With world moving towards new era of digitisation, itis necessary for government to adopt modem methods of governance to tackle new threats of modem time like cyber fiand, fake news ete, (@) Ease of Business: It is impostant for making doing business for economic growth of the county. Timely approval of projects and tracking of the projects and policies is important and can be made easy through E- governance, (©) Ease of services: E-governance include the digitisation of land records, siugle-Wintiow handling of grievances and maintenance of essential services, easing fax payments and goverinitn! dues, along with intemet based delivery of services It led to faster work culture with reduetion in iieieiencies and better services to Indian citizens. (), RealTime Governance: With the help of E-Govemanee, fg geudmment can swily resolve citizen grievances and monitor infiastructure projects, incidents and webthor 4 climatic events across the state in real time, leveraging technology services () Cost Reduction: Most of the Government expert is appropriated towards the cost of stationary. Paper- based. commmmication needs lots of staticrory, pithters, computers, ete, which calls for continuous heavy expenditure. Internet and Phones makes cdr) mmication cheaper saving valuable money for the Goverrument () Transparency: Use of ICT makey0veriiance transparent. Most of the information of the Govemmentis made available on the internet. The citizefw¢an see the information whenever they want to see, E-govemnance helped inreducing comuption by online tiack of various government activities. (@®) Accountability: As Hix gdvéming process is made tansparent the Government is automatically made accountable. Accouieibiity is answerability of the Government to the people. 25. Real life examples of e-governance @ governance includes the Digital India initiative, the National Portal of India, the Prime Minister of India’s poral, Aadhaar, online tax filing and payment, digital land management systems, the Common Entrance Test, and so on. India has undertaken mumerous initiatives over the years to promote e-Governance holistically and improve the distribution of publie services to its citizens Its main pillars have been people, processes, teclmology, and resources,Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call IMPORTANT POINTS 1, E-Commerce of Electronic Commerce means buying and selling of goods, produets, or services over the infemet. E-commerce is also known as electronic commerce or inlemet commerce, Ecommerce actually goes back to the 1960s when companies used an electronic system called the Electronic Data Interchange to facilitate the transfer of documents 3. E-conumerce isa sub-set of E-Business. E-commerce is also a narrow concept than E Business. 4, Business-to-business (B2B), also called B-to-B, is a form of transaction between businesses, such as one involving a manufacturer and wholesaler, ora whelesaler and a retailer. Example: India Matt 5, Business-to-Consumer model of business deals with the retail aspects of e-commerce, Le. the sale of goods and/or services to the end consumer trough digital means Some of the businesses operating in this channel include well-known players like Armzon, Flipkat, eto 6. C2C: This business model is leveraged by a consumer for selling used ,0-» cunVor services to other consumers through the digital medium, The transactions here are pursued throvy: piatform provided by a third party, the likes of which include OLX, Quickt, eBay etc. 7. Portal: Offers an integrated package of services and cerient such as search, news, e-mail, chat, nmusic downloads, video streaming, and calendars, Exarajse Caana.com, Yahoo.com ete 8, Eetailer: Online version of retail store, where custers can shop at any hour ofthe day or night without eaving ‘home or office. Example: Amazon.com, Aleimart.com, Dell.com 9. Business to Government (B2G) 15 ar ecommerce business model where a business markets its products to govemment agencies 10. Electronic governance ¢* >-govemance implies govemment functioning with the application of ICT (Information and © or cnications Technology). 11. Examples of e-govemance include Digital India initiative, National Portal of India, Prime Minister of India portal, Aadhaar, filing and payment of taxes online, digital land management systems, Common Entrance Test ete 12. Driving forces of electronic commerce: Economic forces Technological forces Market forces 13, Electronic Data Interchange (EDI) is the computer-to-computer exchange of business documents ina standard electronic format between business partners, 14, M-commeree (inobile commerce) isthe buying and selling of goods and services through wireless handheld devices such as simamtphones and tablets,@ @ 3) () o© Multiple Choice Questions (1 Marks & 2 Marks) the process of buying, transferring, or exchanging products, services, and/or information via computer networks, including the internet. (Imp)***** (@) electronic commerce (EC) (b) E-Business (©) Traditional Commerce (@ M-commerce is widely viewed as the beginning of E-commerce. (Imp)***** (a) Electronic Data Interchange (EDI) (b) Electronic Funds Transfer [EFT] (© E-Business (@ M-commerce is the electronic exchange of business docusietts) in a standard, computer processable, universally accepted format between tradin} partners (mp)***** (@) Electronic Data Interchange (EDD. (b) Electronic commerce (BC) (©) E-Business (@) M-commerce isa kind of e-commerce, which refers to a company selling or buying from other companies (Imp)***** @) B2B (business — to —_buisitess) (b) [B2C] Business ~ to Conshmer (¢) C2C (@ Consumer-to-bnsiness Major activities o* P2B are (@) Supplier Management (b) Inventory Management (©) Distibution Management @) Allofthe above Types of B to B market (Imp)***** (a) Independent e-marketplace (b) The Buyer-Oriented-E-Marketplace, (©) Supplier-oriented e-marketplace @) Allofthe aboveoO e-commerce consists of the sale of products or services from a business to the general public. (Imp)***** (a) B2B (business -— to- business) (b) [B2C] Business— to Consumer (©) C2C [Consumer-to- Consumer] (@ C2B [Consumer-to-Business] ®) Portal, E-tailer, Content Provider, Transaction Broker, Market Creator and Service Provider are types of business model. (Imp)***** (a) B2B (business ~ to- business) (®) [B2C] Business — to Consumer (© C2C [Consumer-to- Consumer] (@ 2B [Consumer-to-Business] (9) Yahoo.com & msn.com are examples of Busin(ss Model. (imp)***** (@) Portal (b) Etailer (©) Content Provider (@) Transaction Broker (a0 Online version of retail store; Where customers can shop at any hour of the day or night without leaving home or office \dimy)***** (a) Portal () E-tailer (©) Content Provider (@ Transaction Broket (11) Amazon.com, Walmaittom, Dell.com are examples of___ (imp) ***** (@) Portal (© Content Provider (@ Transaction Broker (12) is Information and entertainment providers such as newspapers, sports sites, and sites offering news, special interest, how-to-guide (Imp)***** (a) Portal (b) E-tailer © Content Provider (@) Transaction Broker(a3) is Processors of online sales transactions helping customers get things done faster and more cheaply. (Imp)***** (@) Portal (b) E-tailer (© Content Provider @ Transaction Broker (14) A website following the business m residential property, cars, motorcycles, otc., or rent a room by p on the website (a) B2B (business ~ to- business) (b) [B2C] Business — to Consumer (© C2C [Consumer-to- Consumer} (@ C2B [Consumer-to-Business] helps consumers to sell their assets like blishing their information (45) Forces behind e-commerce are, (a) Economic forces that drives e-commerce (b) Technological forces that drives eleetronie commen (©) Market forces that drives eleetronie com @ All of the above ree (46) is basically associated with carrying out the functions and achieving the results of governance through the utilization 0@1CT (mp)***** (a) E-Governance (b) E-Business (©) E-commerce (@ E-Market (17) Types of Goversie Interaction in e-governance are, ampy'**"* (a) G2G: Goverment to Government (b) G2C: Government to Citizen (©) G2B; Government to Business @) Allofthe above (18) Real life examples of e-governance (Imp)***** (@) e-oflice (b) Immigration, Visa and Foreigner’s Registration & Tracking (IVFRT) (© UID @ of the above\ . | Au »[Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call ] MCQs Asked in B.com 2" Sem 2021 1. Find out the correct statement out of the following options: (Imp)***** (a) E-Commerce and E-Business has got no relation (b) E-Business and E-Commerce are synonymous (c) E-Business is a subset of E-Commerce. @ ECommerce is a subset of V-Business, 2. Which model of E-Commerce currently covers the largest size of E-Commerce revenues over other models? (imp)***** () BB @ cx (c) B2 (d) C2B. 3. Web 2.0 refers to (a) Wide Area Network (©) World wife Web (©) Wide Wide Web (@) WorltWitle Network. 4. In respect of area of application, which one is correct? (@) E-Business only covers business transactions such(a2\yuying and selling of goods and services overthe internet (b) M-Commerce is said to be the next genefatimwireless E-Commerce that needs no wire and plug-in-devices. Advertising is said to be the next gbnerdtion E-Commerce that needs no wire and phig-in- devices, © @ Mass Media is said to be thevnes devices N generation E-Commerce that needs no wire and plug-in- 5 allows a business application on the computer of one organization to communicate directly with the DysiGess application on the computer of another company. (Imp)***** (@) EDL (b) Protocols (©) Standards (@) Business applications 6B to G, E-Commerce model refers to (@) any business organization that sells its goods or services to customers over internet (b) any business organization that sells its goods and services to Goverment over internet, (© the communication and transaction between business and Government over internet (@ any business organization that sells its goods and services to other business organization.[Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call ] MCQs Asked in B.com 2" Sem 2022 ‘model of E-commerce refers to any business organisation who sells their products to the the internet, end user ov a) BIB ») crc °) BC a) BG 2. Which of the following options is correct? 8) Buying of goods, services and information over internet based Communication Network is known as E-Commerce b) Buying and selling of goods, services and information over internet based Communication ‘Network is known as E-Commerce, ©) Selling of goods, services and information over internet based Communication Network is known as E-Commerce ) Buying and selling of goods, services and information over physical nebva'k is known as E- ‘Commerce — organize digital products and offer digital inform. oi in the form of text, video, muste and artwork which are provided on the internet. a) Content Provide b) E-trailer ©) Transactions Broker @) Postals 4s any transaction involving this.transfer of ownership or rights to use goods and services, itiated andor compleset5y: using wireless handheld dioceses to computer mediated which is networks. a) E-Commerce b) E-Business © McCommerce 4) None of these.[Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call | Unit 2: E-CRM and SCM [8 Marks] [5 MCQs] E-CRM definition, features, goals of E-CRM business framework, phases of E-CRM, types of E-CRM, Functional components of E-CRM, strategies for E-CRM solutions; SCM-definition, features, types of supply chain. 1. What is CRM (Customer relationship management)? Gastomer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential cvstomers, The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. 2. E-CRM [Electronic Customer Relationship Management] ***** Electronic Customer Relationship Management can be defined as managing on — ine customer relations, building Jong — term customer relationships by responding to the needs and wants of a custemer trough the Internat. Itis not only acquizing customers but also retaining them. So, itis more than e ~ epntenBcd e—CRM=e Commerce + CRM. (fusion) Electronic customer relationship management (E-CRM) is the applieatioof Internet-based technologies such as enmils, websites, chat rooms, forums and other channels to ackieve’CXRM objectives, It is a well-structured and coordinated process of CRM that automates the processes in sre tiig, sales and customer service Anefiective E-CRM increases the efficiency of the prot®ssts.4s well as improves the interactions with customers and enables businesses to customize products and se“vides that meet the customers’ indivichual needs. 3. The difference betvrer = CRM and ECRM [Important]***** ‘The disrecs Devens ORM and FORD: ie communketon channel CRM inter with somers a phone, dlgrbmion channels or fax. On the oer band E-CRM contacts customers through the Terese mal and the ies to hnlogies Features of E-CRM ECRM has the following eatures: (a) Customer management: Grant access to all customer information, containing the request status and other similar information (&) Account management: Provide access to customer data and history, supporting the sales teamn to funtion inaneffective way (© Administrative management: A centralized database that manages and shares customer information (@ Case management: Notify inquiries, priority cases, and unresolved issues to the management department (© Back-end integration: Integrate with other systems such as billing, inventory, and logistics dough. websites and call centers (f) Reporting and analysis: Create reports on custamer behavior and business criteria5. Goals of E-CRM framework. ‘The main goals of e~ CRM business framework are: a) Identify the potential Customer: The primary goal e - CRM is to lear more about customers’ needs and purchase behaviors in order to build relationships with the customers. b) Improving Customer satisfaction and customer retention: Another goal of e - CRM business framework in improving customer satisfaction, acquiring new customers and retaining existing customers ©) Improve the efficiency of the Business: Transparent Service, Quick Connection with rapid Customer Service will bring the Development ofa strong And Appealing Broad Image For the Business. @) Expand customer base: It Enhances the Customer Relations in Three Ways: Customer Expansion, Customer Acquisition, And Customer Database Maintained. €) Enhance sales And Support Teams: Talent Management Software, HR Management Software And other Online tools Can Help to Increase the Value of Trained Employees 1) Build Customer Loyalty: E — CRM is a process whose goal is to increase customer loyalty. Building customer loyalty is necessary for long lasting relationship with the target ovstomers, ® Proper Communication with Customers: To maintain proper cotazitimication and provide right information on the right topic and at the right time is another goal of “CRM business framework. h) Personalization and customization: Personalizing the customer}expertence on the website or in on — line ‘marketing and communication, is a powerfitl conversion ax@)ce-cition tool. Customizing the interaction between business and customers will provide significant lofig term rewards, 1) Data Warehousing: Maintaining and updating custon(e?=2iaied database is another important goal of e — CRM business framework. 6. Functional Components.oi £-CRM [Important]"***"***"* ‘When enterprises integrate their customer infomation, there are three e-CRM strategy components’ (a) Operational: Because of sharingythépignation, the processes in business should make customer's need as first and seamlessly implement-ThiSqvoids nmultiple times to bother customers and redundant process. This component encompasses various back — office processes (e.g. order management and order processing) as well as the automation of variety of front — office customer facing and customer ~ supporting processes, such as — selling, mackepiand customer service (b) Analytical: Ahdigss helps company maintain a long-term relationship with customers. It is concerned with capturing, storing, extracting, processing, mining and analyzing customer related ~ data to enhance oth customer and company value, At the heart of this component are data warehouses, data matts, and various business intelligence and statistical technologies used to mine and analyze the data (©) Collaborative: Collaborative e~ CRM technologies are all about communicating and sharing information within the company, with business partners and suppliers, and with customers. These technologies are primarily Intemet — based (e - CRM) tools which include: (@ Interactive response communications (e ~ mail, fax and wireless) Gi) Real — time communication (conferencing, instant messaging etc.) (ii) Web content personalization. Gv) Information management and sharing using “Enterprise Information Portals” (EPs)8. Types of E-CRM [Very Important]*****"*** ‘The various types of e — CRM are 1, Acquisition of e— CRM: This type of e - CRM aims to acquire (= Yustomers by balancing the relationship built with existing customers, Acquisitive ¢ - CRM tiles cherease customers world of — ‘mouth recommendations from existing customers through the Inf} Where the site is created. 2, Communicative e— CRM: Communicative e— CRM invéigesfegular communication with customers in. orderto create a bond with them by personalizing commr{anitation in the form of email, SMS, ora phone call, facilitated by databases. 3, Persuasive e~ CRM: In this type enterprise Geb-tGwledge about customers in order to convince them about different offerings that fit their needs nd)requirements, 4, Responsive e~ CRM: Responsivee SRM measures the extent to which customers respond to sales and smarketing approaches. Itrecognifesthd problems of customers they face before, during and after purchase I aims at resolving problemy Oy aiding timely response to customers 5. Interactive: In this type ORe7 CRM customers experience and interaction feedback are emphasised. 9. Benefits of E-CRM A typical E-CRM strategy involves collecting customer information, transaction history and product information, click stream and contents information. It then analyzes the customer characteristics to give a transactional analysis consisting of the customer's profile and transactional history. ‘The benefits of E-CRM include the following: Improved customer relations, service and support Matching the customers’ behavior with suitable offers Increased customer satisfaction and loyalty Greater efficiency and cost reduction Increased business revenue10. Strategies for E-CRM solutions. T. Providing discounts 2. Customer retention 3. Have great deals & offers 4. Big data 5. 6. Email marketing automation Business automation User generated content 8. Avoid getting spammed 9. Keep relevance 10. New attribution model for transaction 11. Offers for qualified users 12, Push notification 13. Loyalty program 14, Referral program Supply chain management is the handling of the ettire sroduction flow of a good or service — starting from the raw components all the way to delivering the fio! prodlct to the consumer Supply chain management is the manageritent Of the flow of goods and services and includes all processes that transform raw materials into final prctuct 12. What are.tire 7 supply chain functions? [Important]**** ‘While supply chain is yey broad career field, it has 7 primary functional areas: Purchasing, Manufacturing, Inventory Management, Ye-nand Planning, Warehousing, Transportation, and Customer Service. 13. The Eight Components of Supply Chain Management [Imp]*** Planning. Thisis one of the most important stages. Information. The world today is dosninated by a continuous flow of information, Source. Suppliers play a very crucial sole in supply chain management systems Inventory, Production. Location, ‘Transpottation. Retum of goods whee14. Types of supply chain [Very Important]********* Supply chains existin both service and manufacturing organisation, although the complexity of the chain may vary significantly fiom industry and firm to firm, Depending on the type of produet or service and the sequence of steps in the supply chain process, it can be categorized into following types. 1. Pipeline Structure: In this type the product goes through a series of production / assembly stages as in mass produetion or continuous manufacturing, Late customisation: In this type, the initial stages will produce standard items which are assembled and customized to specific requirements either in local plants or in the distribution process, Personal computers, IC chips, disk drives, laser printers, electronic gadgets, ete fall into this category Divergent Structure: In this type customisation starts in early production phases. A wide variety of finished produets are produced with a limited number of raw malgfial9or components. Examples of such supply chains include electro ~ mechanical systems, @rch ds ~ motors, textiles, metal fabrication and chemicals. 4, Convergent Structure: In this type a series of assemf6l}yperations are cartied out to obtain the final product. Examples include aircrafts, constmyptiea ihdtnstry ete. 5. Private Industrial Network: In this tygeyo{}— SCM an organisation or by a group of organisations belonging to one industig"doinate the flow of communications among the suppliers. This kind of E ~ SCM possestes ebllaborative relationship between buyers and sellers. 415. What are the 5 basic steps of supply ch ‘Supply management is made up of five areas: (a) supply planning. (b) production planning (©) inventory planniligy (@) capacity planiiiggyand (e) distribution planning. management?*** 416. What are the 4 components of supply chain management?*** (a) Integration, (b) operations, (c) purchasing and (@) distribution Above are the four elements of the supply chain that work together to establish a path to competition that is both cost-effective and competitive17. What is e SCM in e-commerce? E-SCM is the effective utilization of internet and business processes that help in delivering good: services and information from the supplier to the consumer in an organized and efficient way. Electronic supply chain management (e-SCM) is collaborative use of technology to improve the operations of supply chain activities as well as the management of supply chains E-Supply chain management is practiced in manufacturing industries. E-SCM involves using intemet to carry out value added activities so that the products produced by the manufacturer meets customers’ and result in good retum on investment. 18. Players of E-Supply Chain Management [Important]***** E-SCM chain consists of the following players — manufacturer, logistics companies, distributors, suppliers, retailers and customers. E-Supply Chain Management coagbatiates on the coordination between the various players in the chain. Coordination is very essential Sf Whé success of the organization. E-SCM focuses on reducing the inventory cost. 19. Supply Chain Management flow ‘SCM flows can be divided into three main activities”) 1. Product Flow: The product flow includes tf@ n.o¥ement of goods from a supplier to a customer, and also any goods returned by customers. 2. Information flow: The information flo¥sinivolves transmitting orders and updating the status of delivery Financial flow: The financialiZqw Vonsists of credit terms, payment schedules, consignment and title ownership arrangements. 20. Advantages of e-supply chain management Companies implementing 1. Itimproves efficitnty It reduces inventory It reduces cost Ithelps to take competitive advantage over competitors. It increases ability to implement just-in-time delivery, increases on-time deliveries, which enhances customer satisfaction. Itreduces cycle time, increases revenue, by providing improved customer service, It improves order fulfillment, order management, decision making, forecasting, demand planning, and warehouse/distribution activities, 8. Itxeduces paperwork, administrative overheads, inventory build-up, and the number of hands that handle goods on their way to the end-user ie. the customer SCM can enjoy the following advantages ween aBhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call IMPORTANT POINTS 1, Electronic Customer Relationship Management (e-CRM) can be defined as managing on — line customer relations, building long - term customer relationships by responding to the needs and wants of a customer through the Infemet, It is not only acquiting customers but also retaining them. So, it is more than e ~ commerce, e— CRM =e ~ Commerce + CRM. (fusion) 2. Phases of ECRM **#*## © Customer Acquisition © Customer Retention © Strategic Customer Care: 3. Persuasive e - CRM: In this type enferprise use knowledge about customers in order to convince them about different offerings that fit their needs and requirements, ****"* 4, Responsive e~ CRM measures the extent to which customers respond to sees and marketing approaches. 6, Interactive: In this type of e - CRM customers experience and 1.tera-tion feedback are emphasised. *** 7, Functional Components of E-CRM “= © Operational: © Amalytical: © Collaborative: Supply-chain management has been veSned as the "design, planning, execution, control, and monitoring, of supply chain activities with "se oth ctive of creating net value, building a competitive infiastructure, leveraging worldwide logiviics, cynchronizing supply with demand and measuring performance globally". #0 9, While supply chain = a very broad career field, it has 7 primary functional areas: Purchasing, Manufacturing. hientory Management, Demand Planning, Warehousing, Transportation, and Customer Service 10, E-SCM is the effective utilization of intemet and business processes that help in delivering goods, services ‘and information from the supplier to the consumer in an organized and efficient way. "ews 11. E-SCM cliain consists of the following players — manufacturer, logistics companies, distributors, suppliers, retailers and customers, "°°" 12, Companies implementing E-SCM can enjoy the following advantages: It improves efficiency. It reduces inventory; It reduces cost; It helps to take competitive advantage over competitors. ***"[Bhalotia Classes (98830343569): 25em (ECBC):Free Marathon on 28/8). Call | Multiple Choice Questions (1 Marks & 2 Marks) @ is an integrated online sales, marketing and service strategy that is used to identify, attract and retain an organisation’ customers. (a) E-CRM or Electronic Customer Relationship Management, (b) Supply Chain Management (SCM) (©) Enterprise Resource Planning (ERP) (@) E-commerce (2 can be defined as managing on — line customer relations, building long — term customer relationships by responding to the needs and wants of a customer through the Internet, *####4% (a) E-CRM, or Electronic Customer Relationship Management, (b) Supply Chain Management (SCM) (©) Enterprise Resource Plamiing (ERP) (@) E-commerce (3) __is the application of Internet-based techuolu.zi2s such as emails, websites, ‘chat rooms, forums and other channels to achieve CRM (iisesives. ******* @) E-CRM, or Electronic Customer Relationship ‘yxsgement, (®) Supply Chain Management (SCM) (©) Enterprise Resource Planning (ERP) @ E-commerce (4) The features of e— CRM are: **#"* (a) Itis integration between the traditional Customer relationship management and e ~ commerce. (b) It is highly interactive in natyre (©) It responds to customers“Fequests or problems in order to establish and sustain long — term customer relationships (@) Allof the above (5) This type of e— CRM aimisto acquire news customers by balancing the relationship built with existing customers t7 @) Acauisitive o=CRM (b) Communicative e— CRM. (©) Persuasive e- CRM (d) Responsive e~ CRM: © tries to increase customers world of - mouth recommendations from existing customers through the Internet where the site is created. ******* (@) Acquisitive e— CRM (b) Commmnicative e - CRM: (©) Persuasive e~ CRM (@) Responsive e~ CRM0) involves regular communication with customers in order to create a bond with them by personalizing communication in the form of e— mail, SMS, or a phone call, facilitated by databases. “#6 (@) Acquisitive e- CRM () Communi (©) Persuasive e~ (@) Responsive ¢- CRM: (8) In this type enterprise use knowledge about customers in order to convince them about different offerings that fit thelr needs and requirements. ******* (a) Acquisitive e~ CRM (b) Communicative e - CRM: (© Persuasive e— CRM: (@) Responsive e~ CRM. ° measures the extent to which customers respond)¢0\ sales and marketing approaches. It recognizes the problems of customers they (iee before, during and after purchase, It aims at resolving problems by giving timely revyyorise to customers. *°"*** (@) Acquisitive e- CRM (b) Communicative e - CRM: (©) Persuasive e~ CRM (@ Responsive e—~ CRM (10) In this type of e— CRM customers experionc 3nd interaction feedback are emphasised."*** (@) Commnicative e - CRM: (b) Persuasive e~ CRM (©) Responsive ¢- CRM: @ Interactive (11) The e~ CRM includes strategic components, such as: (@) Analytical (b) Operational (©) Collaborative @ Allof the above4 & Q[Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call ] MCQs Asked in B.com 2" Sem 2019 1. The strategic aspects of E-CRM are: ***44** a) Analytical aspect D) Operational aspect ©) Collaborative aspect ) AlLof the above 2. Supply Chain Management (SCM) helps an enterprise in: ****#4* a) Reducing the time it takes to make a product available 1) Reducing the production costs ¢) Increasing the production costs @) Allofthe above 3. Out of the following which one represents persuasive E-CRM? 8) Which aim at acquising new customers by leveraging the relatiohgfly (ith existing customers b) Whereby enterprise use knowledge about customers toc duce them with different offerings that fit their needs and meet their requirements mops cinitly ©) Inwhich customers” experience and interaction feedback aje emphasized in tesms of integration and collaborations for the purpose of providing moretuStamhized products or servic @)_ This involves regular communication with engf@mers to develop closer customer relation and to create a bond with customers by personaliéig,¢eumunication 4. Referral stands for: 8) A key E-CRM technique to foljol3:q.a ctistomer when they abandon a shopping cet to encourage them to buy b) Akey E-CRM technique TOtailir messages according to stated prefesred or observed buyer behavior. ©) Akey E-CRM (echnlatn.td encourage existing customers (o recommend friends and colleagues topurchase, @)_ A key E-CRM fclifiqes of selling higher end version of the product than that of the customer originally eamiéjo buy 5. From the following which statement represents Supply Chain Management? a) Streamlining of activities and processes involved in supplying goods and services to the customers. b) Streamlining of activities and processes involved in sourcing, procurement, conversion and delivery of goods and services to the customers. ©) Streamlining of selection processes of right suppliers fiom a wide variety of suppliers, 4) Streamtining of all internal and external fimctions of supply of goods and services of an organization.[Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call ] MCQs Asked in B.com 2" Sem 2021 1. In the arena of E-Commerce activities, building and sustaining long-term relationship with customersis the aim of: ******* (a) Customer Retailing Management (b) Electronic Customer Relationship Management (©) Customer Relationship Management (@) Customer Resource Management 2. Out of the following which is not a features of Supply Chain Management? ******* (@) Inventory Management (b) Logistic Management (©) Integration of different marketing & other services (@) Procurement Management 3. In E-Commerce activities buyer-seller relationship characferized by a close co-operative relationship where the seller adopts to meet the customgr’mleds without expecting much adaptation or change onthe part of the customer in exchlinge.ts referred to: (@) Buyer-Seller relationship is transactional (b) Customer is the King (©) Seller is the King, (A None of these. 4, The retaintion of customer is an essetishil strategy in E-CRM because Gi) Existing customers generally induce oflfers to buy products from the same digital shop where fromthey brought for their wh (i) Loyal customers are compatttively high price sensitive Gi) Cost of wining a new Gustmer in six times more than retaining an existing customer. (iv) A strong relationghip\yith the existing customer throughout customers’ life cycle makes customercompisphifely less disagreeing (@_ ait) sais © ©, Gi) LHD © @) Gi) & Gv) (d) Gi), Gi) & (iv) 5S. Customer acquisition in E-CRM means ******* (@) Identifying the appropriate customer to target. (&) Encouraging customer to purchase further products through personalised web and e-mail ‘commnications (©) Attracting customers in the target profile to your portal and encouraging them to click the button‘Buy", (@) Pursuing customers to purchase more expensive products which is also available in the same category7. The. and, manage the supplier relation, monitor the vendor activities and thesupplier quality in an organization. ******* (a) Supplier maintenance; Customization processes (>) Supplicr_ management; Control processes (©) Supplier maintenance; Control processes (@ Supplier management, Customization processes. 8 The downstream part of the supply chain includes all the acit¥ides involved in *****+* (@) reaching to the origin of the material (&) inhouse processing of inputs (©) after-sale services (@ ddlivering products to final consumers. MCQs Asked in B.cam 2" Sem 2022 1. The major activity in the upstream e-supp a) Distribution b) Procurement ©) Growing crops d) Mining ores chainis 2. An dlectronic supply cane performs the functions of a) Procurementof iiaterials, transformation of these materials into intermediate and finished ‘products 1) Procurement of transportation materials for distribution ©) Procurement of industrial waste and its disposal @)_ Procurement of water and chamnelizing it to different sources, 3. Supply Chain Management brings more- making. a) Value b) Response ©) Transparency @) Extension in the operation because it allows data for decision4. The downstream part of the supply chain includes all the activites involved in a) Reaching to the origin of the material D) In-house processing of inputs ©) After-sale services 4) Delivering products to final customer 5 —-——Is an e-enabled comprehensive strategy and process of acquiring, retaining and partnering “with target customers to create superior value for the company and target customers. a) Customer Relationship Management b) Company Relationship Management ©). Supplier Relationship Management ) Electronic Customer Relationship Management 6 - Anvolves the increase of order volume either by the sales of more units of the same purchased items or upgrading into a more expensive version of the purchased item, a) Down-celling b)_ Cross-selling ©) Dixect-selling, 4) Up-selling An important feature of Sits application of 1 Conimerce technology that allows, companies to share and operate systems for order précesring, transportation, scheduling and inventory management. a) Justin-time Management b) Point-to-point Management ©) Supply Chain Management ) Synchronized operation. managehes¢pplier relation, monitor the vendor activities and manage the tality in an organization a) Supplier maintenance, Conti) processes b) Supplier manageméat, Control processes ©) Supplier maintenaivo,Costomisation processes 4) Supplier manage®ent, customization processes. 9. E-Supply chain\eaches customers in a a) Slow and costly manner b) Fast and cost-efficient manner ©) Fast but in a different manner ) Efficient and effective manner, 10. Which strategic component of the e-CRM helps the organization to maintain Jong-term customer relationship? a) Collaborative b) Analytical ©) Operational 4) Interactive[Bhalotia Classes (98830343569): 2Sem (ECBC):Free Marathon on 28/8). Call | Metiod ofe-paynats [Debit Cand, Cra Card, Sunt Cas eMoney), laconic or dtl wallet, gt etre (erodes, working nepal provisions payment gateways [Core Banking Soon ar CBS, Motil Psent UPL ‘NCPI Intemational Payments], Online tanking mening, concepts, impertance, electronic fnd afer, tomate [_ lenin hows, suomated edger posing risks nvolvedin e-payment, | . ital Payment (Online payment) (e-payment) [Important]** Dig yments are payments done through dis or online modes, with no exchange of hard cash bein; involved. Such a payment, sometimes also called an electronic payment (e-payment), isthe transfer of valne fiom one payment account to another where both the payer and the payee use a digital device such as a mobile phone, computer, o a credit, debit, or prepaid card. 2. Methods of e-payments [Important] ****** ‘There are various types andmodes of digital payments. Some of these inchade these of debit/credit cards, infemet banking, mobile wallets, digital payment apps, Unified Payment) lileYface (UPD) service, Unstructured Supplementary Service Data (USSD), Bank prepaid cards, mobile bailag, etc ‘UPListhe most preferred mode, having crossed the mileston: 01 $2 trillion in the value of transactions._ 3. Credit Card [}-nportant]******* A creditcard isa type of credit facility, providec by .cnks that allow customers to borrow funds within a (pre-approved credié limit, It enables customers to!make purchase transactions on goods and services. The credit card limits determined! by the credit card ise ved on factors such as ineome and credit score, which also decides the credit limit. ‘The credit card information includes (edt card mumnber, cardholder's name, expiration date, signature, CVC code, etc. The best part about a credit cfd 13 ‘tat it is not linked to a bank account. So, whenever you swipe your credit card, the amount is deducted fidiz-your creditcard limit, not your bank account, You can use it to pay for food, clothes, take care of medi¢al eRpenses, travel expenses, and other lifestyle products and emergency services, Debit Card [Important]******* X debit card is a card that allows the cardholder to transfer money electronically from their bank account when making any kind of purchase, You can enjoy electronic access to your bank account anytime and anywhere using a debit card. It is similar to a credit card, but unlike a credit card, the money for the purchase must be in the cardholder's bank account atthe time of purchase and is immediately transferred directly fiom that account to the merchant's account to pay for the purchase, Debit eards are used mainly in two forms (@) Like an ATM card for immediate withdrawals of cash () Like a cheque when buying an item, The money used to pay for the tansaction is usually deducted fiom ‘your account within a day or two depending on when the retailer presents the transaction for payment.5. Smart Card OR Store Value Card [Important]******* ‘Sinart card is again similar to a credit card or @ delat card in appearance, but it has a small microprocessor dap embedded in it, thas the capacity to store a customer's work-related andor personal information. Smart cards are also used to store monzy and the amount gets deducted after every transaction. ESainiples Of Sinarl caid’ jarepaid ‘Smart cards are used in many applications worldwide, including: (@) Secure identity applications — employee ID badges, citizen ID documents, electronic passports, driver's licenses, online authentication devices (&) Healthcare applications — citizen health ID cards, physician ID cards, portable medical records cards (© Payment applications — contact and contactless creditdebit cards, transit payment cards 6. E-Money [Important]** Electronic money (€-money)is a digital store ofa medium of exchange on.2 covniuerized device, E-money can be used for payment transactions, with or without bank accounts. The great advarkage of couse isa cashless payment system that makes money transfers of any size quiek and easy. Electi@nibftiney plays a massive role inthe digital enrreney revolution that is sweeping the world. Electronic money refers to the currency electronically stored oh dletonie systems and digital databases, as epposed to physical paper and coin money, andis used to make it ga efor users to transact electronically, The value of the electronic cumency is backed by fiat curency. 7. Electronic Fun? Transfer (EFT) [Important]** Ttisa very popular electronic payment mettod to transfer money from one bank account to another bank account, Accounts can be in the same bank os difizrent banks. Fund transfer can be done using ATM (Automated Teller Machine) or using a computer Nowadays, intemet-based EXT Ws getting popular. In this case, a customer uses the website provided by the bank, logs in to the bank's wetsité anid registers another bank account. He/she then places request to transfer certain amount to that account. 8. Electronic wallets [Important]******* A digital wallet, also known as ¢-wallet, isan electronic device, online service, or software program that allows one party to make electronic transactions with another party bartering digital cumency units for goods and services. It stores the details ofall transactions on an online database. Many companies have their own digital wallets. Paytmn, Mobikwik, Alipay, American Express, Apple pay, Microsoft Wallet, Samsung Pay, for example, are digital wallets. ‘The largest companies to provide users with this service are Google, Amazon, and Paypal.According to Section 2 (1) (p) of Infonnation teclnology Act, 2000, digital Sigiative meas “auleiication OP aniy clectrenic record using an electronic method or procedtrein aecordance with the provisions of Section 3 ‘The three important features of digital features are: 1, Authentication 2. Integrity 3. Non-Repucdation 10. Legal Provisions of Digital Signature IT Act Provisions Related to Digital Signature * Section 3 of IT Act, made the provision for it as: Authentication of electronic records.- Subject to the provisions of this section, any subscriber may authenticate an electronic record by affixing his digital signature + Section 4 made the provision for Legal recognition of electronic records — + Section 5 Legal recognition of electronic signatures 11. Procedures of Digital igvature (@ The Document © Signing (© Hashing of the document (@) Encryption (© Broadcasted or Stored (®) Verification 12. Core Banking ‘Solution or CBS [I mportant]******* ‘Asper pure definition Core banking 1 Of to a centralized system established by a bank which allows its customers to conduct their business inespoctive’of the bank's branch. Thus, it removes the impediments of geo-specific transactions. In fact, CORE iPr acrenym for "Centralized Online Real-time Exchange’, thus the bank’s branches can access applicationsids' ventralized data centers Core Banking Solution (CBS) isthe networking of bank branches, which allows customers to manage their 13. Payment gateway Tnsimple terms, a payment gateway is @ network through which yor customers transfer finds fo you. Payment gateway’ are very similar to the point-of-sale terminals used at most brick and mortar stores, When using a payment gateway, customers and businesses need to work together to make a transaction. The payinent gateway verifies the customer’s card details and checks if they have enough fiundsin their account to pay you,14. Mobi Aimolile payments a money payment made for a product oF service through: a portable electronic device such as a tablet or eell phone. Mobile payment technology ean also be used to send money to fiiends or family members, suchas with the applications Phonepe, Paytmn, Paypal etc. Unified Payment Interface (UPD is @ popular mobile payment method that allows you to transfer fimds fiom one bank account to the other instantly and fiee of charge. Ever since its inception, UP has anade financial transactions much easier for account holders ‘Transferring money through UPI requires each user to have an ID, termed as the UPI ID. The UPI ID is a unique identification for a bank account that is used to send and receive funds fiom one bank to another. The UPI PIN, on the other hand, is a 4 or 6-digit personal identification number required to transfer money through UPL. Every account holder has the option to set his/her UPI PIN as per convenience. Payment 16. Ways to Transfer Money Tiirough UPI ‘You can transfer money using the mobile applications Hrough the folloying ways- @) Mobile number — This allows you to transfer money figin Yar bank account mapped with your mobile suamber ©) QReode— Enables youto sendmoney using the (7. Gad enclosed with your VPA, Account number, IFSC, or mobile rmmber (© VPA (Virtual Payment Address) - Allows youto send or request money from a bank account using your UPIID @ Account Number—This lets youstad taney ditectly to the tank account | «17+: Nationa! Faymonts Corporation of India (NCPI) ‘The National Payment(-Saporation of India (NPCD serves as an umbrella body for the operation oftetall payment in India This organizationas established by the Reserve Bank of India along with the Incian Bark’s Association. NPCI was incorporated in December 2008 and was centrally promoted by the Reserve Bank of India. The Certificate of Commencement of Business was issued in April 2009. | NPCI Full form | National Payments Corporation of India | Year of foundation | 2008 NPCI headquarters | Mumbai (Maharashtra)