1. Electronic Commerce Eighth Edition
Chapter 9 Electronic Commerce Software 1 1

2. Learning Objectives In this chapter, you will learn about:
Finding and evaluating Web-hosting services
Basic functions of electronic commerce software
Advanced functions of electronic commerce software
Electronic Commerce, Eighth Edition 2 2

3. Learning Objectives (cont’d.)
Electronic commerce software for small and midsize businesses
Electronic commerce software for midsize to large businesses
Electronic commerce software for large businesses that have an existing information technology infrastructure
Electronic Commerce, Eighth Edition 3 3

4. Web Hosting Alternatives
Self-hosting
Run servers in-house
Often used by large companies
Third-party Web-hosting service providers
Offer Web services, electronic commerce functions
Often used by midsize, smaller companies
Commerce service providers (CSPs)
Provide Internet access, Web-hosting services
Offer hosting services
Help companies conduct electronic commerce
Electronic Commerce, Eighth Edition

5. Web Hosting Alternatives (cont’d.)
Commerce service providers (CSPs) (cont’d.)
Offer Web server management, rent application software
Also called:
Managed service providers (MSPs)
Application service providers (ASPs)
Service provider hosting arrangements
Shared hosting
Client's Web site on server hosting other Web sites simultaneously
Operated by service provider at its location
Electronic Commerce, Eighth Edition

6. Web Hosting Alternatives (cont’d.)
Service provider hosting arrangements (cont’d.)
Dedicated hosting
Client Web server available
Server not shared with other clients
Service provider responsibilities (shared and dedicated hosting)
Owns server hardware, leased to client
Maintains Web server hardware, software
Provides Internet connection through its routers, other network hardware
Electronic Commerce, Eighth Edition

7. Web Hosting Alternatives (cont’d.)
Service provider hosting arrangements (cont’d.)
Co-location service
Service provider rents physical space to client
Provides reliable power supply, Internet connection
Clients install own server hardware, software; maintain server
Finding service providers
Local telephone directory
Web directories
The List
Google Directory of Web Host Directories
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8. Electronic Commerce, Eighth Edition

9. Web Hosting Alternatives (cont’d.)
Comparing Web hosts
HostIndex site
Web-hosting alternatives and services
TopHosts.com and HostSearch sites
Major Web directories
Google Directory of Web Host Directories
Web server-hosting decision: main factor
Scalable
Web server hardware, software combinations adaptable to meet changing requirements when needs of clients grow
Electronic Commerce, Eighth Edition

10. Basic Functions of Electronic Commerce Software
Software and hardware products to build sites
Inexpensive hosted stores with software tools
Expensive sophisticated electronic commerce software suites
Electronic commerce software needs determined by:
Expected enterprise size, projected traffic, sales
Budget
Online store creation is less expensive than building retail store chain
External or in-house host considerations
Electronic Commerce, Eighth Edition

11. Basic Functions of Electronic Commerce Software (cont’d.)
All electronic commerce solutions must provide:
Catalog display
Shopping cart capabilities
Transaction processing
Larger complex sites may include:
Software
Adding features, capabilities to basic commerce tools
Electronic Commerce, Eighth Edition

12. Catalog Display Catalog organizes goods and services being sold
Organizes offerings into departments
Web store advantage
Single product in multiple categories
Catalog: listing of goods and services
Static catalog: simple list written in HTML
On Web page or series of Web pages
Dynamic catalog: item information stored in database
Separate computer accessible to server running Web site itself (usually)
Electronic Commerce, Eighth Edition

13. Catalog Display (cont’d.)
Large, well-known electronic commerce sites
Include many features; are professional looking
Small electronic commerce site
Simple, inexpensive electronic commerce software
Few features, clean look
Small Web stores (sell fewer than 100 items)
Use simple list of products or categories (static)
Item organization not particularly important
Can provide item photo
Good sites provide alternative ways to find products
Search engine
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14. Electronic Commerce, Eighth Edition

15. Shopping Cart Early days of electronic commerce
Used forms-based shopping
Shoppers selected items for purchase by filling out online forms
Awkward if ordering more than one or two items
Problems
Need to write down product codes, unit prices, other information before ordering
Customers forgot whether submit button clicked
Confusing and error prone
Electronic Commerce, Eighth Edition

16. Electronic Commerce, Eighth Edition

17. Shopping Cart (cont’d.)
Electronic shopping carts
Today: electronic commerce standard
Keep track of items customer selected
Customer may view cart contents, add items, remove items
Figure 9-4
Shopping cart software
BIZNET Internet Services, SalesCart, WebGenie Software
Figure 9-5
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18. Electronic Commerce, Eighth Edition

19. Electronic Commerce, Eighth Edition

20. Shopping Cart (cont’d.)
Web is stateless
Unable to remember anything from one session to another
To retrieve shopping cart information later
Information must be stored explicitly
Use cookies
If shopper’s browser does not allow cookie storage
Electronic commerce software automatically assigns temporary number
Example: ShopSite
Electronic Commerce, Eighth Edition

21. Transaction Processing
Occurs when shopper proceeds to virtual checkout counter
Click checkout button
Electronic commerce software performs necessary calculations
Web browser software and seller’s Web server software switch into secure communication state
Most complex part of online sale
Web server software must communicate with other software running on seller’s other computers
Electronic Commerce, Eighth Edition

22. Transaction Processing (cont’d.)
Most companies use accounting software package
Record sales and inventory movements
Must compute sales taxes and shipping costs
Software: update tax rates automatically
FedEx and UPS
Offer software integrating with electronic commerce software
Other calculation complications
Coupons, special promotions, time-sensitive offers
Electronic Commerce, Eighth Edition

23. Advanced Functions of Electronic Commerce Software
Large company e-commerce operations
May have substantial business activity
Not related to electronic commerce
Exceptions: Amazon.com and Buy.com
Important
Integrate electronic commerce activities into other operations
Electronic Commerce, Eighth Edition

24. Middleware Middleware software Sources Interoperability
Takes sales and inventory shipments information from electronic commerce software
Transmits to accounting and inventory management software (format systems can read)
Sources
Companies can write own middleware
Purchase customized middleware
Interoperability
Making information systems work together
Important goal when installing middleware
Electronic Commerce, Eighth Edition

25. Middleware (cont’d.) Middleware costs Major middleware vendors
Primarily consulting fees to make software work
Range: $50,000 to several million dollars
Depending on complexity
Major middleware vendors
BEA Systems, Broadvision, Digital River, IBM Tivoli Systems
Electronic Commerce, Eighth Edition

26. Enterprise Application Integration and Databases
Application program (application software, application)
Program performing specific function
Application server (computer)
Takes request messages received by Web server
Runs application program performing action based on request message’s contents
Actions determined by business logic
Business logic
Rules used in the business
Electronic Commerce, Eighth Edition

27. Enterprise Application Integration and Databases (cont’d.)
Application integration (enterprise application integration)
Creation of links among scattered applications
Interconnects organization’s business logic
Accomplished by programs transferring information
From one application to another
Various program data formats differ
Must edit and reformat data
Increasingly using XML data feeds
Electronic Commerce, Eighth Edition

28. Enterprise Application Integration and Databases (cont’d.)
Types of application servers
Page-based and component-based systems
Page-based application systems
Return pages generated by scripts containing rules
Present data on Web page with the business logic
Work well for small, midsize Web sites
Examples
Adobe ColdFusion
JavaServer Pages (JSP)
Microsoft Active Server Pages (ASP)
Hypertext Preprocessor (PHP)
Electronic Commerce, Eighth Edition

29. Enterprise Application Integration and Databases (cont’d.)
Component-based application systems
Separate presentation logic from business logic
Preferred by larger businesses
Logic component created in its own module
Updating, changing system elements much easier
Common Web component-based systems
Enterprise JavaBeans (EJBs)
Microsoft: Component Object Model (COM)
Object Management Group: Common Object Request Broker Architecture (CORBA)
Electronic Commerce, Eighth Edition

30. Enterprise Application Integration and Databases (cont’d.)
Databases contain business logic information that application servers use
Database manager (software)
Stores information in highly structured way
Database structure allows database manager software to retrieve database information
Smaller electronic commerce sites
Low-cost database (Microsoft Access)
Larger electronic commerce sites
Need power (IBM DB2, Microsoft SQL Server, Oracle)
Electronic Commerce, Eighth Edition

31. Enterprise Application Integration and Databases (cont’d.)
Distributed information systems
Large information systems storing data in many different physical locations
Distributed database systems
Databases within distributed information systems
Complexity leads to high cost
MySQL database software
Maintained by community of programmers
Open source software: downloadable (free)
Software source code freely available (“open”)
Owned by Sun since 2008
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32. Electronic Commerce, Eighth Edition

33. Web Services Web services (software tools)
Application software in one organization communicates with other applications
Over a network using specific set of standard protocols (SOAP, UDDI, WSDL)
Web services (another definition)
Self-contained, modular unit of application logic
Provides business functionality to other applications
Through Internet connection
Electronic Commerce, Eighth Edition

34. Web Services (cont’d.) What Web services can do Examples
Offer improved customer service, reduced costs
Provide XML data feeds
Flow from one application to another
Provide data feeds between two different companies
Examples
Information portal (J.P. Morgan Chase & Co.)
Automating communications (Nationwide Building Society)
Generating Web pages (CUNA Mutual Group)
Electronic Commerce, Eighth Edition

35. Web Services (cont’d.) How Web services work Key element
Programmers write software accessing business application logic units without knowing details
Machine-to-machine communication
Allows programs written in different languages on different platforms to communicate, accomplish transaction processing, and perform other business tasks
Originally accomplished with HTML
Implemented with XML today
Electronic Commerce, Eighth Edition

36. Web Services (cont’d.) How Web services work (cont’d.)
First Web services
Information sources
Allowed programmers to incorporate information sources into software applications
More advanced example
Company uses Web services purchasing software to obtain vendor price information
Purchasing agent authorizes purchase using software to submit order, track until shipment received
Vendor's Web services software checks buyer’s credit, contracts with freight company
Electronic Commerce, Eighth Edition

37. Web Services (cont’d.) SOAP, WSDL, and UDDI specifications
Simple Object Access Protocol (SOAP)
Message-passing protocol defining how to send marked up data from one software application to another across a network
Full SOAP specification
W3C SOAP Page
Electronic Commerce, Eighth Edition

38. Web Services (cont’d.) SOAP, WSDL, and UDDI specifications (cont’d.)
Web Services Description Language (WSDL)
Describes logical units characteristics making up specific Web services
More information
W3CWeb Services Activity pages
Universal Description, Discovery, and Integration (UDDI) specification
Set of protocols identifying Web services locations’ associated WSDL descriptions
UDDI Web site
Electronic Commerce, Eighth Edition

39. Web Services (cont’d.) SOAP, WSDL, and UDDI specifications (cont’d.)
Software vendors embracing Web services idea in new technology initiatives
Microsoft .NET
Sun Java 2 Platform, Enterprise Edition
Advantage
Less expensive to implement than older approaches
Electronic Commerce, Eighth Edition

40. Web Services (cont’d.) The future of Web services
Web services present a major change in business computing
Historically:
IT industry resisted standards; used programming languages unable to communicate with each other
Large businesses hired armies of programmers
Today:
Web services gaining momentum
Web services are in 25 percent of current data integration projects
Electronic Commerce, Eighth Edition

41. Web Services (cont’d.) The future of Web services (cont’d.)
Potential pitfalls
Many variations of XML; data partners must agree
Software applications becoming dependent on Web services; must include reliable quality of service, service-level agreements
Still developing management standards; subscriber needs detailed agreement
Successful implementation: MSN Money
ComStock Web services acknowledgment on page
Electronic Commerce, Eighth Edition

42. Integration with ERP Systems
B2B interactions occur within large firms
Complex systems require security tools
Encryption and authentication
Enterprise resource planning (ERP) software packages
Business systems integrating all business facets
Accounting, logistics, manufacturing, marketing, planning, project management, treasury functions
Two major ERP vendors
Oracle and SAP
Costs: between $2 million and $25 million
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43. Electronic Commerce, Eighth Edition

44. Electronic Commerce Software for Small and Midsize Companies
Small and medium-sized businesses
Software to implement online business Web sites
Web site
Stands alone in its business activities
Does not coordinate completely with business’ other activities
Electronic Commerce, Eighth Edition

45. Basic Commerce Service Providers
Service provider’s shared or dedicated hosting services
Staffing burden shifts from company to Web host
CSPs hosting services
Same advantages as ISPs
Large Web site cost spread over several “renters”
Low cost
Host provider purchased and configured the server
Host provider keeps server working through storms and power outages
Electronic Commerce, Eighth Edition

46. Basic Commerce Service Providers (cont’d.)
CSPs offer free or low-cost e-commerce software
Electronic commerce sites kept on CSP’s server
Software built into CSP’s site
Cost: $20 per month
Designed for small online businesses
Selling few items (no more than 50)
Relatively low transaction volumes (fewer than 20 transactions per day)
Electronic Commerce, Eighth Edition

47. Basic Commerce Service Providers (cont’d.)
CSP example: ValueWeb
Offers comprehensive e-commerce hosting services
Shared hosting, dedicated hosting, co-location services
CSP example: ProHosting.com and 1&1 Internet
Serving small, midsize company market
Figure 9-8
CSP example: Yahoo! Merchant Solutions
Figure 9-9
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48. Electronic Commerce, Eighth Edition

49. Electronic Commerce, Eighth Edition

50. Mall-Style Commerce Service Providers
Mall-style CSPs services
Internet connection
Web site creation tools
Little or no banner advertising clutter
Costs
Low monthly fee
One-time setup fees
Percentage of (or fixed) amount for each transaction
Online store design tools, storefront templates, easy-to-use interface, Web page-generation capabilities, page maintenance
Electronic Commerce, Eighth Edition

51. Mall-Style Commerce Service Providers (cont’d.)
Mall-style CSPs services (cont’d.)
Shopping cart software (or ability to use another vendor’s shopping cart software)
Payment processing services
Allows online store to accept credit cards
Main mall-style CSP: eBay stores
Cost: less than $20 per month
Small merchant has its own store
Electronic Commerce, Eighth Edition

52. Mall-Style Commerce Service Providers (cont’d.)
Another example
Online merchant selling through Amazon.com
Sells used items on same page that Amazon.com lists new products
Merchants display offerings product by product
Amazon offers a Pro Merchant program
Figure 9-10
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53. Electronic Commerce, Eighth Edition

54. Mall-Style Commerce Service Providers (cont’d.)
Basic and mall-style CSPs
Provide data-mining capabilities
Search through site data collected in log files
Data mining
Looks for hidden patterns in data
Businesses find customers with common interests
Discover previously unknown relationships among data
Reports indicate:
Problematic pages in store’s design
Number of pages average customer must load and display before locating desired merchandise
Electronic Commerce, Eighth Edition

55. Estimated Operating Expenses for a Small Web Business
Small business owner Web store
Use either basic CSP or mall-style CSP
First-year expenses estimate
See Figure 9-11
Total omits payment processing charge
Actual costs: somewhat lower or considerably higher
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56. Electronic Commerce, Eighth Edition

57. Estimated Operating Expenses for a Small Web Business (cont’d.)
Self-hosting a Web site
Comparable first year estimated costs
Setup and Web site maintenance ($3000 to $20,000, one time)
High-bandwidth Internet connection ($1200 to $12,000 per year)
Secure a small server room ($5000 a year)
Technicians to monitor and maintain equipment ($50,000 to $100,000 annually)
Total costs ($60,000 to $100,000)
Subsequent years: costs about the same
Electronic Commerce, Eighth Edition

58. Estimated Operating Expenses for a Small Web Business (cont’d.)
Costs of larger sites: more difficult to estimate
Largest element
Integrating Web site with existing systems
Midsize businesses: start-up costs
$100,000 to $500,000
Recurring annual costs of about half that amount
Large businesses: start-up costs
Recurring yearly costs: another 50 percent of the launch (operate, maintain, improve site)
Electronic Commerce, Eighth Edition

59. Electronic Commerce Software for Midsize to Large Businesses
Midrange electronic commerce software products
Provide merchant control
Merchandising choices, site layout, internal architecture, remote and local management options
Differences
Price, capability, database connectivity, software portability, software customization tools, computer expertise required
Electronic Commerce, Eighth Edition

60. Web Site Development Tools
Adobe Dreamweaver
Includes integrated development environment
Creates elements of dynamic Web pages as easily as static Web pages
Microsoft Expression Web
Builds framework of functional midrange electronic commerce site
After Web site creation
Add purchased software elements
Shopping carts, content management software
Electronic Commerce, Eighth Edition

61. Web Site Development Tools (cont’d.)
Intershop Enfinity provides:
Search and catalog capabilities
Electronic shopping carts
Online credit card transaction processing
Ability to connect to existing back-end business systems and databases
Setup wizards
Good catalog and data management tools
Built-in storefront templates
Management and editing of a storefront
Through Web browser (local or remote)
Electronic Commerce, Eighth Edition

62. Web Site Development Tools (cont’d.)
Intershop Enfinity provides: (cont’d.)
Product inventory management module
Tracks inventory levels, shows available item quantity
Creates inventory transactions lists
Enters new products into inventory
Discount rules easy to enter
Database management system bundled
Alternative databases: IBM DB2 or Oracle databases
Includes automated facility
Support for secure transactions
Site and customer reports available
Electronic Commerce, Eighth Edition

63. Web Site Development Tools (cont’d.)
IBM WebSphere Commerce Professional Edition
Set of software components
Suitable for midsize to large businesses
Selling goods and services on the Internet
Includes:
Catalog templates, setup wizards, advanced catalog tools to create attractive and efficient sites
Useful for B2B and B2C applications
Smooth connection to existing corporate systems
Inventory databases, procurement
Electronic Commerce, Eighth Edition

64. Web Site Development Tools (cont’d.)
IBM WebSphere Commerce Professional Edition (cont’d.)
Runs on many different operating systems
Wizard used to create starter store
Can add more functionality
Large collection of functions, utility programs, commands
Create customized online store experience
JavaScript, Java, C++ expertise required
Connects to existing databases, other legacy systems
Administer several stores through one interface
Electronic Commerce, Eighth Edition

65. Web Site Development Tools (cont’d.)
IBM WebSphere Commerce Professional Edition (cont’d.)
Standard electronic commerce features
Tools for a shopping cart
notifications upon sale completion
Secure transaction support
Promotions and discounting
Shipment tracking
Links to legacy accounting systems
Browser-based local and remote administration
Costs ($20,000 to $200,000)
Electronic Commerce, Eighth Edition

66. Web Site Development Tools (cont’d.)
Microsoft Commerce Server 2007
Tools included for:
User profiling and management
Transaction processing
Product and service management
Target audience marketing
Wizards help users build site in several steps
Not an out-of-the box solution
Program code must be written for specific user needs
Microsoft Visual Studio .NET tools bundled
Allows site customization
Electronic Commerce, Eighth Edition

67. Web Site Development Tools (cont’d.)
Microsoft Commerce Server 2007 (cont’d.)
Customer-oriented tools help:
Engage customer (marketing and advertising)
Complete order
Analyze sales information (after the sale)
Includes:
Predefined reports: analyzing site activities, product sales data
Storefront templates
Wizards for setting up, initializing store
Ability for database connections
Shopping cart
Electronic Commerce, Eighth Edition

68. Web Site Development Tools (cont’d.)
Microsoft Commerce Server 2007 (cont’d.)
Includes: (cont’d.)
confirmation for completed sales transactions
Ability to support secure transactions
Ability to connect to existing accounting systems
Site administration through Web browser
Runs on Windows Server operating system and SQL Server database system
Costs: ($7000 to $20,000 per processor)
Usually between $20,000 and $150,000
Electronic Commerce, Eighth Edition

69. Electronic Commerce Software for Large Businesses
Larger businesses need:
Same advanced capabilities as midsize firms
To handle higher transaction loads
Dedicated software applications
To handle specific elements of their online business
Distinction between midrange and large-scale electronic commerce software
Price
Extensive support for business-to-business commerce
Electronic Commerce, Eighth Edition

70. Electronic Commerce Software for Large Businesses (cont’d.)
Enterprise-class software
Commerce software for large systems
Enterprise
Describes system serving multiple locations of one company
Encompasses all areas of the business
Software provides tools for B2B and B2C commerce
Interacts with wide variety of existing systems
Database, accounting, ERP
Costs: $100,000 to $10 million
Electronic Commerce, Eighth Edition

71. Enterprise-Class Electronic Commerce Software
Requires several dedicated computers, Web server system, and firewalls
Enterprise-class products
IBM WebSphere Commerce Enterprise, Oracle E-Business Suite, products from Broadvision
Provides tools for linking to and supporting supply, purchasing activities
Electronic Commerce, Eighth Edition

72. Enterprise-Class Electronic Commerce Software (cont’d.)
Provides standard electronic commerce activities
Secure transaction processing and fulfillment
Interaction with firm’s inventory system
Making proper stock adjustment
Issuing purchase orders for needed supplies
Generating other accounting entries
Placing orders explicitly
Electronic Commerce, Eighth Edition

73. Enterprise-Class Electronic Commerce Software (cont’d.)
Enterprise-class electronic commerce architecture
Customers use Web browsers
Locate and browse company’s catalog
Electronic goods: download directly or complete order forms
Web server linked to back-end systems
Database management system, merchant server, application server
Purchasing history: way to provide customer recommendations
Merchant server houses e-business system, key back-end software
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75. Enterprise-Class Electronic Commerce Software (cont’d.)
Additional specialized software
Accomplishes particular objectives
Example: deliver entertainment (music or videos) directly to consumers’ mobile devices
Use OpenMarket software product
Customer relationship management software
Supply chain management software
Software automatically managing and rotating Web Site content
Knowledge management software
Electronic Commerce, Eighth Edition

76. Customer Relationship Management Software
Goal
Understand each customer’s specific needs
Customize product or service to meet those needs
Idea
Customer whose needs met exactly
Willing to pay more for goods or services
Customer relationship management (CRM) software
Obtains data from operations software
Gathers data about customer activities
Uses data to conduct analytical activities
Electronic Commerce, Eighth Edition

77. Customer Relationship Management Software (cont’d.)
Basic CRM
Uses customer information to sell more goods or services
Advanced CRM
Delivers extremely attractive, positive customer experiences
CRM business importance
Maintaining customer loyalty
Maintaining positive, consistent contacts at the purchasing company
Electronic Commerce, Eighth Edition

78. Customer Relationship Management Software (cont’d.)
CRM software source
Companies create their own
May use outside consultants and own IT staffs
Most companies likely to buy CRM software package
Oracle Siebel CRM Applications
Leading CRM software provider
SAP CRM: another vendor
Costs: $25,000 to millions of dollars
New developments in CRM software market
Companies offering software for use on their Web site
Example: Salesforce.com
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80. Customer Relationship Management Software (cont’d.)
Early days of CRM software implementation
Tool for changing overall customer strategy
Millions of dollars; bad experience
2000 through 2003
CRM software sales dropped
Since 2003
CRM software sales resuming upward trend
CRM used to solve smaller, more specific problems
Popular target: call center operations
Electronic Commerce, Eighth Edition

81. Supply Chain Management Software
Companies coordinate planning and operations:
With industry supply chains partners
Two general function types: planning and execution
SCM planning software
Develops coordinated demand forecasts
Information from each participant in supply chain
SCM execution software
Tasks: warehouse and transportation management
Electronic Commerce, Eighth Edition

82. Supply Chain Management Software (cont’d.)
Two major firms offering SCM software
i2 Technologies and JDA Software
i2 Technologies product: RHYTHM
Components managing demand planning, supply planning, demand fulfillment
Most supply chain management software
Developed for manufacturing firms
Manage inventory purchases, manufacturing processes
JDA Software
Successful line of software products for managing retail order entry and sales side of inventory control
Electronic Commerce, Eighth Edition

83. Supply Chain Management Software (cont’d.)
JDA Software (cont’d.)
2006: JDA Software purchased Manugistics
Now JDA Software
Manages every operation in the supply chain
Cost of SCM software implementations
Varies tremendously
Depends on number of locations in the supply chain
Example: retailer with 500 stores
Pay between $3 million and $10 million
Electronic Commerce, Eighth Edition

84. Content Management Software
Controls large amounts of text, graphics, media files
Rise of wireless devices
Content management even more important
Businesses customize Web pages
Test before committing
Ensure straightforward software procedures for performing regular maintenance
Software should facilitate typical content creation tasks
Electronic Commerce, Eighth Edition

85. Content Management Software (cont’d.)
Companies providing content management software
As components in other enterprise software packages
IBM and Oracle
Companies providing stand-alone content management software
EMC and Open Text Corporation
Software costs
Between $100,000 and $500,000
Customization, configuration, implementation costs
Three or four times the cost of software
Electronic Commerce, Eighth Edition

86. Knowledge Management Software
Systems that help manage knowledge itself
Rather than documentary representations of that knowledge
Four main things
Collect and organize information
Share information among users
Enhance ability of users to collaborate
Preserve knowledge gained through information use
For future users benefit
Electronic Commerce, Eighth Edition

87. Knowledge Management Software (cont’d.)
Includes tools to read:
Electronic documents, scanned paper documents, messages, Web pages
Includes powerful search tools
Use proprietary semantic, statistical algorithms
Collects knowledge elements by extracting them from normal interactions users have with information
Major software vendors: IBM, Microsoft SharePoint, BMC Software, CustomerVision
Costs: $10,000 to $1 million or more
Electronic Commerce, Eighth Edition

88. Summary Small, midsize, large businesses
Electronic commerce
Software functions, selection decisions
Host provider considerations
Key elements of electronic commerce software
Web services implementation
Basic CSP and mall-style hosting services
Electronic commerce software packages
Special needs of midsize and larger business
Electronic Commerce, Eighth Edition