,Hoofdstuk 1. Introductie in e-business en e-commerce............................................................5
1.1 Introductie in e-business en e-commerce........................................................................5
1.2 E-business, de waardeketen en de supply chain..............................................................5
1.3 Specifieke aspecten van e-business.................................................................................7
1.4 E-business in productie-, retail- en dienstverlenende organisaties.................................9
1.5 E-business en informatiesystemen.................................................................................10
Hoofdstuk 2. Businessmodelinnovatie.....................................................................................12
2.1 E-business en strategie...................................................................................................12
2.2 Businessmodel................................................................................................................12
2.3 E-business en het Business Model Canvas.....................................................................13
2.4 Realiseren en innoveren van het businessmodel...........................................................14
2.5 De rol van e-business in het businessmodel..................................................................15
Hoofdstuk 3. Online klantenwerving........................................................................................16
3.1 Kopen via internet..........................................................................................................16
3.2 Online marketingdoelstellingen.....................................................................................17
3.3 Online branding..............................................................................................................18
3.4 Bezoekers werven...........................................................................................................19
3.5 Kernprestatie-indicatoren voor online klantenwerving.................................................20
Hoofdstuk 4. Online verkoop....................................................................................................22
4.1 De keuze voor een online verkoopkanaal......................................................................22
4.2 Bezoekers van de webwinkel boeien..............................................................................24
4.3 Gebruikers van de webwinkel laten beslissen................................................................25
4.4 Beslissers via de webwinkel laten bestellen...................................................................26
4.5 Bestellers van de webwinkel laten betalen....................................................................26
4.6 Klanten van de webwinkel binden.................................................................................27
4.7 Kernprestatie-indicatoren voor online verkoop.............................................................28
Hoofdstuk 5. E-procurement....................................................................................................30
5.1 Inkoop binnen de keten..................................................................................................30
5.2 Afbakening van inkoop...................................................................................................30
5.3 Inkoopautomatisering....................................................................................................31
5.4 E-procurement................................................................................................................32
, 5.5 Purchase-to-pay..............................................................................................................33
5.6 Overwegingen bij het kiezen voor e-procurement........................................................34
5.7 Implementatie van e-procurementsoftware..................................................................35
5.8 Ontwikkelingen in automatisering en invloed op inkoop..............................................35
5.9 Kernprestatie-indicatoren voor e-procurement.............................................................36
Hoofdstuk 6. E-manufacturing en e-fulfilment........................................................................37
6.1 E-manufacturing.............................................................................................................37
6.2 Cocreatie en productrealisatie.......................................................................................38
6.3 E-fulfilment.....................................................................................................................38
6.4 Impact van e-business op het e-fulfilmentproces..........................................................39
6.5 Traditionele retaillogistiek versus e-commercelogistiek................................................40
6.6 Kernprestatie-indicatoren voor e-fulfilment en e-manufacturing.................................41
Hoofdstuk 7. Customer Relationship Management.................................................................42
7.1 Opbouwen en onderhouden van winstgevende klantrelaties.......................................42
7.2 Doelstellingen van CRM..................................................................................................43
7.3 E-CRM-proces.................................................................................................................43
7.4 Zes pijlers van e-CRM.....................................................................................................44
7.5 Systemen voor e-CRM....................................................................................................45
7.6 CRM-analysetechnieken.................................................................................................46
7.7 Online klantenservice.....................................................................................................46
7.8 Inzet van social media voor CRM...................................................................................47
7.9 Kernprestatie-indicatoren voor e-CRM..........................................................................48
Hoofdstuk 8. Managementinformatie......................................................................................49
8.1 Belang van data en managementinformatie..................................................................49
8.2 Business intelligence en artificial intelligence................................................................49
8.3 Formuleren van kernprestatie-indicatoren voor e-business en e-commerce................50
8.4 Datawarehouse en de BI-omgeving...............................................................................51
8.5 Gegevens verzamelen....................................................................................................51
8.6 Big data...........................................................................................................................52
8.7 Fouten bij het verwerken en integreren........................................................................53
8.8 Integratie van hardware en software.............................................................................54
8.9 Gegevens analyseren......................................................................................................54
, 8.10 Gegevens presenteren.................................................................................................55
Hoofdstuk 9. IT-infrastructuur, verander- en projectmanagement..........................................56
9.1 IT-infrastructuur van e-business.....................................................................................56
9.2 Verandermanagement...................................................................................................57
9.3 Projectmanagement.......................................................................................................58
Oefentoets 40 vragen en antwoorden.....................................................................................59
15 open vragen.....................................................................................................................59
15 meerkeuze.......................................................................................................................63
10 fill in the blank.................................................................................................................67
Top 10 leerdoelen.....................................................................................................................69
Top 20 kernbegrippen..............................................................................................................71
1.1 Introductie in e-business en e-commerce........................................................................5
1.2 E-business, de waardeketen en de supply chain..............................................................5
1.3 Specifieke aspecten van e-business.................................................................................7
1.4 E-business in productie-, retail- en dienstverlenende organisaties.................................9
1.5 E-business en informatiesystemen.................................................................................10
Hoofdstuk 2. Businessmodelinnovatie.....................................................................................12
2.1 E-business en strategie...................................................................................................12
2.2 Businessmodel................................................................................................................12
2.3 E-business en het Business Model Canvas.....................................................................13
2.4 Realiseren en innoveren van het businessmodel...........................................................14
2.5 De rol van e-business in het businessmodel..................................................................15
Hoofdstuk 3. Online klantenwerving........................................................................................16
3.1 Kopen via internet..........................................................................................................16
3.2 Online marketingdoelstellingen.....................................................................................17
3.3 Online branding..............................................................................................................18
3.4 Bezoekers werven...........................................................................................................19
3.5 Kernprestatie-indicatoren voor online klantenwerving.................................................20
Hoofdstuk 4. Online verkoop....................................................................................................22
4.1 De keuze voor een online verkoopkanaal......................................................................22
4.2 Bezoekers van de webwinkel boeien..............................................................................24
4.3 Gebruikers van de webwinkel laten beslissen................................................................25
4.4 Beslissers via de webwinkel laten bestellen...................................................................26
4.5 Bestellers van de webwinkel laten betalen....................................................................26
4.6 Klanten van de webwinkel binden.................................................................................27
4.7 Kernprestatie-indicatoren voor online verkoop.............................................................28
Hoofdstuk 5. E-procurement....................................................................................................30
5.1 Inkoop binnen de keten..................................................................................................30
5.2 Afbakening van inkoop...................................................................................................30
5.3 Inkoopautomatisering....................................................................................................31
5.4 E-procurement................................................................................................................32
, 5.5 Purchase-to-pay..............................................................................................................33
5.6 Overwegingen bij het kiezen voor e-procurement........................................................34
5.7 Implementatie van e-procurementsoftware..................................................................35
5.8 Ontwikkelingen in automatisering en invloed op inkoop..............................................35
5.9 Kernprestatie-indicatoren voor e-procurement.............................................................36
Hoofdstuk 6. E-manufacturing en e-fulfilment........................................................................37
6.1 E-manufacturing.............................................................................................................37
6.2 Cocreatie en productrealisatie.......................................................................................38
6.3 E-fulfilment.....................................................................................................................38
6.4 Impact van e-business op het e-fulfilmentproces..........................................................39
6.5 Traditionele retaillogistiek versus e-commercelogistiek................................................40
6.6 Kernprestatie-indicatoren voor e-fulfilment en e-manufacturing.................................41
Hoofdstuk 7. Customer Relationship Management.................................................................42
7.1 Opbouwen en onderhouden van winstgevende klantrelaties.......................................42
7.2 Doelstellingen van CRM..................................................................................................43
7.3 E-CRM-proces.................................................................................................................43
7.4 Zes pijlers van e-CRM.....................................................................................................44
7.5 Systemen voor e-CRM....................................................................................................45
7.6 CRM-analysetechnieken.................................................................................................46
7.7 Online klantenservice.....................................................................................................46
7.8 Inzet van social media voor CRM...................................................................................47
7.9 Kernprestatie-indicatoren voor e-CRM..........................................................................48
Hoofdstuk 8. Managementinformatie......................................................................................49
8.1 Belang van data en managementinformatie..................................................................49
8.2 Business intelligence en artificial intelligence................................................................49
8.3 Formuleren van kernprestatie-indicatoren voor e-business en e-commerce................50
8.4 Datawarehouse en de BI-omgeving...............................................................................51
8.5 Gegevens verzamelen....................................................................................................51
8.6 Big data...........................................................................................................................52
8.7 Fouten bij het verwerken en integreren........................................................................53
8.8 Integratie van hardware en software.............................................................................54
8.9 Gegevens analyseren......................................................................................................54
, 8.10 Gegevens presenteren.................................................................................................55
Hoofdstuk 9. IT-infrastructuur, verander- en projectmanagement..........................................56
9.1 IT-infrastructuur van e-business.....................................................................................56
9.2 Verandermanagement...................................................................................................57
9.3 Projectmanagement.......................................................................................................58
Oefentoets 40 vragen en antwoorden.....................................................................................59
15 open vragen.....................................................................................................................59
15 meerkeuze.......................................................................................................................63
10 fill in the blank.................................................................................................................67
Top 10 leerdoelen.....................................................................................................................69
Top 20 kernbegrippen..............................................................................................................71
