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Lecture 32 E-Marketing Course Summary Instructor: Hanniya Abid Assistant Professor COMSATS Institute of Information Technology

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Scarcely a day goes by without some claim that new technologies are fast writing newsprints obituary. Yet, as an industry, many of us have been remarkably, unaccountably complacent. Certainly, I didn t do as much as I should have after all the excitement of the late 1990 s. I suspect many of you in this room did the same, quietly hoping that this thing called the digital revolution would just limp along. Well it hasnt... it wont.... And its a fast developing reality we should grasp as a huge opportunity... . Rupert Murdoch ( News Corporation, 2005 )

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We have moved from The Attention Economy (push) to The Attraction Economy (pull) to The Participation Economy (share) Roberts (2010)

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What David Siegel said in the dot.com days still holds true: E-marketing is not about building a web site, but building a web business... harmonizing the power of customers . Siegel (2000)

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E-Marketing There are many terms with the e-prefix and many different interpretations. Within any organization, developing a common understanding for terms such as e-commerce, e-business and e-marketing, and how they interrelate and who will manage them, is important to enable development of a consistent, coherent strategy.

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General Overview E-marketers need to assess the particular relevance of B2C, B2B, C2B and C2C marketing to their organization. E-marketing and e-commerce are a subset of e-business that involve the automation of all business processes. E- Marketing can assist in all elements of marketing providing new techniques to identify, anticipate and satisfy customer needs efficiently.

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General Overview E-marketing is at the heart of e-business... getting closer to customers and understanding them better, adding value to products, widening distribution channels and boosting sales through running e-marketing campaigns using digital media channels such as search marketing, online advertising and affiliate marketing. It also includes using the website to facilitate customer leads, sales and managing after sales service. As with mainstream marketing, e-marketing is a way of thinking, a way of putting the customer at the heart of all online activities, e.g. getting different user groups to test your web site on different browsers in different settings on different connections.

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General Overview E-marketing and its benefits and risks. It describes the difference between e-commerce, e- business and e-marketing; The alternative digital communications channels, Online activities and the benefits Sell, Serve, Save, Speak and Sizzle. Situation B2C, B2B, C2B and C2C

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E-Marketing Checklist To what extent are you incorporating right-touching into your e-marketing? Use this checklist from customer acquisition to retention: 1 Search marketing: when a prospect uses a search engine to search for a company or brand name or a specific category or product, a paid search ad from the company or an affiliate should explain an appropriate value proposition and direct them to the right product page. Alternatively, if the site is well optimized a relevant message featuring your brand should feature high in the natural search results,

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E-Marketing Checklist 2 Behavioural targeting or online advertising: when a prospect interacts with content on a media site or searches on a specific term, a sequence of follow-up ads known as behavioural retargeting should be displayed as they visit other sites within a network and the destination site of the merchant paying for the advertising.

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E-Marketing Checklist 3 Multi-touches across different digital media channels for acquisition. Use tracking through web analytics to understand the sequence and combination of different digital media channels (search, affiliates, display ads or aggregators) which generate the most cost effective response. How do you allocate the channel to the outcome? Do you simply do last click wins or do you weight across the different touch points?

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E-Marketing Checklist 4 Customer lifecycle model and welcome strategy: when a prospect subscribes to an e-mail newsletter, enquires about a service or makes a first purchase, a welcome communications strategy should be in place which uses a sequence of e-mail and possibly personalized web recommendations, direct mail and phone communications to educate the customer about the brand or product and generate the initial sale

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E-Marketing Checklist 5 Reducing online attrition: when a shopper abandons their shopping basket, a combination of communications should seek to win them back. Alternatively, after a quotation, for example for a car policy, follow-up e-mails should remind customers about the benefits of taking out the policy.

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E-Marketing Checklist 6 Delivering relevant recommendations for retention and growth. When an existing customer returns to a site, a personalized container should be available on every page to deliver relevant personalized promotions. Amazon recommendations are the best known examples, to deliver relevant recommendations to prospects and customers according to their position in the lifecycle, segment and previous purchases. Similarly panels within e-mails can achieve the same.

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E-Marketing Checklist 7 Following up on customer product or promotion interest. When a customer clicks on a link in an e-mail or interacts repeatedly with content on a site is there an automated workflow triggering an e-mail, direct mail or phone reminder about the offer?

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E-Marketing Checklist 8 Getting the frequency right. Effective Right Touching requires that messages stay engaging, relevant and do not become too intrusive or too repetitive. So you should put limits on the maximum number of e-mails that are sent in a period (e.g. one a month or one a week) and the interval between them (e.g. an interval of at least 3 days).

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E-Marketing Checklist 9 Getting the channel right. Right channelling means using the best channel(s) for the customer, which fits their preferences and the right channel for the company, which gives them the best combination of cost and response. It means that for some customers you may be able to upweight e-mail communications because they interact and respond to them, so reducing costs of direct mail. But other customers on an e-mail list may not respond to or dislike e-mail and so direct mail is upweighted to them.

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E-Marketing Checklist 10 Getting the offer right. Offers will vary in effectiveness according to the audience targeted and this will be indicated by their profiles and customer journeys indicated by the media and content they have consumed. Can you identify the Next Best Product for previous purchasers? So right-touching requires that testing is built-in to deliver the right messages and right sequences of communications for different audiences.

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Some topics that we have covered

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Internet Usage in Pakistan & E-Marketing Potential Internet usage in Pakistan Pakistans growth rate of internet users is second highest in SAARC countries in accordance with its population

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Ethical and Legal Issues Compare and contrast ethics and law. Discuss the implications of ethical codes and self- regulation. Identify some of the main privacy concerns within traditional and digital contexts. Explain some of the important patent, copyright, trademark, and data ownership issues related to the Internet. Highlight key ethical and legal concerns related to online expression.

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E-Marketing Research Identify the three main sources of data that e- marketers use to address research problems. Discuss how and why e-marketers need to check the quality of research data gathered online. Explain why the Internet is used as a contact method for primary research and describe the main Internet- based approaches to primary research.

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Consumer Behavior Online Discuss general statistics about the Internet population. Describe the Internet exchange process and the technological, social/cultural and legal context in which consumers participate in this process. Outline the broad individual characteristics and consumer resources that consumers bring to the online exchange. Highlight the four main categories of outcomes that consumers seek from online exchanges.

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Segmentation, Targeting, Differentiation, and Positioning Strategies Outline the characteristics of the three major markets for e-business. Explain why and how e-marketers use market segmentation to reach online customers. List the most commonly used market segmentation bases and variables.

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Product: The Online Offer Define product and describe how it contributes to customer value. Discuss how attributes, branding, support services, and labeling apply to online products. Outline some of the key factors in e-marketing enhanced product development.

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Price: The Online Value Identify the main fixed and dynamic pricing strategies used for selling online. Discuss the buyers view of pricing online in relation to real costs and buyer control. Highlight the sellers view of pricing online in relation to internal and external factors. Outline the arguments for and against the Net as an efficient market. Describe several types of online payment systems and their benefits.

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The Internet for Distribution Describe the three major functions of a distribution channel. Explain how the Internet is affecting distribution channel length. Discuss trends in supply chain management and power relationships among channel players. Outline the major models used by online channel members. Highlight how companies can use distribution channel metrics.

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E-Marketing Communication Tools Define integrated marketing communication (IMC) and explain the importance of the hierarchy of effects model. Discuss how marketers use the Internet for advertising, marketing public relations, sales promotions, direct marketing, and personal selling. Identify several emerging IMC tools. Describe the most effective online IMC tactics.

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E-Marketing Communication Tools Discuss how marketers use the Internet for advertising, Marketing public relations, Direct marketing, Online partnerships Affiliate Marketing

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Online Traffic Building Evaluate the range of options for traffic building Key Characteristics for online traffic building. Search Engine Marketing Link building Online partnerships and sponsorships

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Engaging Customers with Social Media Define social media and compare it with traditional websites. Discuss how marketers use social media. Identify social media tools. Describe the role and important measures of social media performance.

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Social Media Marketing Introduction What is social media marketing Benchmark and set new goals Create strategy outline Social media listening and online reputation management Content and engagement strategy Create a communications strategy for social media Implement social media marketing Social media optimization

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Site Design Know what makes an excellent web site Be able to review the components of a site when designing an enhancement Understand the rules to follow and the mistakes to avoid Be able to converse with any web master, marketer or chief executive about improving your web site Be able to explore options for added value through dynamic facilities.

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CRM Define customer relationship management and identify the major benefits to e-marketers. Discuss the eight major components needed for effective and efficient CRM in e-marketing. Apply basic Customer Relationship Management principles in the online world Appreciate the careful planning required to create the perfect database Begin to develop and nurture a properly integrated, multi- channel database.

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Conclusion E-marketing can help create a business which is customer led... where the customer participates through a constant dialogue, a dynamic dialogue, expressing interests, requesting products and services, suggesting improvements, giving feedback... where ultimately, the customer drives the business.

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Is there anything else for you to do today?

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Yes! There is one LAST thing Review the course for your final examination All the best!