Internet e-commerce and related technologies are playing an important role for B2B transactions where the buying decisions are not reading automated. Internet network provides an end user interface, and gives those end users global access.
E-commerce can be used to search, purchase and after sales services. Organization can search for goods and services that are not available from their existing suppliers. Search may not be successful but there is no harm in trying. There are lot of sites where organization can find supplier for good and services. Organizations can purchase or sell goods and services over the Internet. After sales services are very expensive and required a lot re-engineering, but with the help of Internet e-commerce these services are to be effectively and economically delivered via the Internet.
Online purchasing is very convenient for customers and can provide competitive advantage for the vendors. According to Cunninghum, CISCO’s director of advanced customer services, “we roll something out, put it on the web with a secret url, show a couple of dozen customers, listen to their comments, true it, tweak it, let it out. Six months later we were going to have a change or two. We plan for it. It’s not a surprise, not a shock, nobody’s hurt. Our most successful tools (commerce agents), became that way because customers said, ‘Its what I want. I want the output on the screen, in e-mail, or a fax.’ Boom! We were not so smart; we just do what the customers tell us.”
Now the organizations are opting for online after sales services. Providing online support is very effectively and economically business. Through e-commerce service can be provide at affordable price in two ways –
Online documentation provided instruction with product and updates. Online documentation can update easily without the need to send amendments to every customer. Online support via e-mail is very economical. Also the frequently asked questions are important to sort out customer queries.