Source: http://ca.finance.yahoo.com/blogs/pay-day-/more-canadians-turn-online-holiday-shopping-165129938.html
In the past, people might spend a lot of time at a shopping mall comparing prices and different products, looking for the best gift for christmas. However, a recent survey stated that most people are shifting their shopping from physical to virtual – Online shopping. What does this means to the firm?
According to the business Canvas, it means that there is a shift in the channel reaching customers. From indirect to possibly direct sales. Customer Relationships also is closely related to Channel, if customers wish to be reached by internet, then they’d expect that they may recieve immidiate personal assistance before, during and after the process of purchasing.
This reminds me of the IT aspect. When the internet became major channel reaching customer, they will need have a good platform. The whole process cannot rely solely on IT department. Management team, marketing team, Customer relation team… they all have to communicate with IT department in relation to what data they need, how to read the data, creating contingency plan if system went wrong. The communication is essential and frequent to make sure the end product is functions as both the customer and firms wanted to be.
