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 Managing Electronic Commerce
Exploring Electronic Commerce - Managing Electronic Commerce
- E-Commerce in India - Prediction - Prospects for Electronic
Commerce - Contemporary Electronic Commerce Topics.
Chapter 2 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.
Chapter 3 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

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.
CHAPTER 5 Portals 143 - 174
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
 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
 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.

Chapter 14 Business to Business E-Commerce 435 - 486

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.

Chapter 15 Business Models 487 - 501

Five Extended E-Conomy Business Models - Electronic Business
Store Front - Informediary - Trust Intermediary - Electronic Business
Enabler.
Chapter 16 Four C's (Convergence, Collaborative Computing, Content
Management and Call Centre) 503 • 524
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).
Chapter 17 Wireless Application Protocol (WAP) 525 - 550
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.

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.
 Fpart.- E " ;
Chapter 21 Electronic Payment Systems 625 - 664
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.
Chapter 22 E-Security 665 - 705
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.

Chapter 23 Customer Relationship Management 709 - 775

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
 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.
Chapter 24 Knowledge Management 777-810

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.

Chapter 25 Views of the IT Industry 811-821

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 822 - 832

References 833 - 838

Index 839 - 850