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Use of Internet for Advertising, Sales and Customer Support:
• Internet web sites, web pages, forms and e-mail.
This factor involves changes to the four Customer Market Relationship business functions within the Product Framework:
- Product Opportunity Identification defines how the company will relate to its customers, what kind of tools and what media will be used. It must now change to support the internet mode of interaction with both the marketplace and customers.
- Product Opportunity Marketing defines how marketing and advertising will be promoted. The company must now shift from traditional methods to the use of internet media and advertising techniques.
- Product Sales Order defines how the customer sales transaction will be accomplished. The company must now rethink its entire sales approach to accommodate direct, customer-initiated interactions with its automated website.
- Product Contract Support defines how support will be requested by and provided to the customer. E-business will require a shift to instant-response, website-supported customer-driven interactions.
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