EIAA 6, 7
Electronic Arts 491
electronic business (e-business) 11, 520
defined 11–12
strategy model 159
electronic cash see digital cash
electronic commerce (e-commerce) 11, 520
in B2B markets 498
capability maturity model of 164–5
defined 11
legislation 113–16
marketing 113
organisational structures for 201–3
security of 134
SME resistance to 138
threats to 135
electronic commerce transactions 520
electronic customer relationship management 257,
262, 520
applications 264
approaches to 272–93
in B2B marketing 489
benefits 263
concepts 262–6
customer activity and value 278
customer experience 290
customers, attracting 273
customers information 273–5
IDIC approach 277
lifetime value modelling 278–86
loyalty schemes 286–7, 290
offline communication 276
online communication 275–6
stages 273–6
virtual communities 287–9
visitors, incentives for 273
Electronic Data Interchange (EDI) 520
electronic funds transfer at point of sale (EFTPOS)
465
electronic mail advertising 521
electronic mail (e-mail) 520
acknowledgement of 246
risks 115
routeing of 246–7
electronic mail (e-mail) marketing 397–400
customer acquisition 398
customer retention 398–9
inbound e-mail, managing 400
measures for 397
strengths and weaknesses 406
success factors 399
electronic market place 493–5
electronic marketing 9, 521
defined 9
growth, volume and dispersion (case study)
506–10
hierarchy of plans 155
outsourcing activities 307–8electronic marketspace 57, 493, 521
electronic point of sale (EPOS) 465
electronic retailers (case study) 389–90
electronic retailing 462–79
categories of 469–71
development of 462–5
strategic focus in 464
strategy implications 472–9
virtual channels 467
electronic shopping (ES) test 69, 521
electronic tokens 521
Ellis-Chadwick, F.E. 463, 503, 506–10
emergent strategy 158, 521
emotional loyalty 261, 521
empathy of web sites 338–9
Empire Direct 471
encoding on internet 353
encryption 521
Encyclopaedia Britannica 241
end-to-end (E2E) business 187
enlightenment in hype cycle 118
enterprise application integration 521
entertainment seekers 78
entry page 521
environmental environment of B2B marketing
487–8
environmental scanning and analysis 42, 521
Esper, T. 457, 472
eTailQ (case study) 459
ethical issues 101–16
ethical standards 101, 521
Euroffice (case study) 184–5
European Union 139
Evans, P. 239, 354, 485, 494–5
event-triggered e-mail 399
exact information scheme 327
exchange see business-to-business exchanges or
marketplaces
exit page 521
expert reviews 313, 521
explorer 79
exposure-based payment 521
extended product 217, 521
extension see customer extension
extranet 32–3, 521Fader, P. 78
fast-moving consumer goods (FMCG) 22
case study 407–9
Fawcett, S. 419, 420
feedback 353
Feinberg, R. 336
Fernie, J. 470
File Transfer Protocol (FTP) 521
Fill, C. 244, 469
financial information 467
financial transactions 11
Finlay, P. 486–7, 488INDEXINMA_Z02.QXD 17/5/06 4:25 pm Page 539