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JUNE 2013 DAO THIEN NGO Social Media SEO e-Shop Performance & CRM System Review Contents Introduction: The appearance of computers and internet have made people's lives completely changed, and open up new areas to create opportunities of bringing benefits for more people. One of the areas to take full advantage the ability of the internet is online shopping has become more familiar to many people. In Vietnam, melding with online sales trend are growing strongly, online shopping website Sendo.vn has been launched to seek opportunities in this potential market. Background information: Establishment : On September of 2012, FPT online service joint stock company presented e- commerce website called Sendo.vn. The appearance of Sendo.vn brings one more choice to both buyers and sellers. Sellers have another e-commerce site to showcase and introduce their products, while buyers can add one more sales page for purchase online. Aim : Create a prestigious shopping center No. 1 in Vietnam of transaction. Page 3 e-Shop Performance and CRM System Review Aim Orientation Orientation: Sendo.vn was built follow the B2C2C ( Business-to-Customer-to-Customer) model. Through the online stores on sendo, businesses or individuals wishing to sell goods can provide their customers with best products and service. Sendo has policies and programs to support the online stores, including advertising through PR articles, products photography, consulting sale method Mission : Sendo's mission is to build an online sales community professional, friendly, and utility user protection. Sendo.vn has maintained motto of retrieve user-centered and make the best of company bridging role: "Helping sellers understand what buyers need - Helping buyers know the seller is exactly who". Page 4 e-Shop Performance and CRM System Review Communication Activities: Trading activities: For businesses or individuals wishing to open online store to sell products. For customers wishing to find information of products and buy them. Both sellers and buyers must follow the regulations of page. The processes of offering and ordering follow the instructions of page to ensure benefits for both the buyers and sellers. Payment activities: Sendo provides many payment methods for customers to choose: - Senpay payment system (payment by credit card, ATM card, or bank transfer). - COD Payment (cash delivered directly when receiving goods). Delivery activities : Sendo.vn proactively provides Sengo transportation services. Through partnerships with the leading courier companies in Vietnam, Sengo gradually established delivery network spread across 63 cities, convenient for users. Page 5 e-Shop Performance and CRM System Review Suppliers Customers Competitors Promotion activities : Link to other websites to introduce the shop. Promotion Policies for businesses or individuals opening stores on Sendo. Promotion programs to attract customers. Send news to customers’ e-mail . Micro Environment Page 6 e-Shop Performance and CRM System Review Suppliers : Internet services : FPT Online service joint-stock company, it is also the holding company of Sendo.vn . This company is an affiliated company of FPT-leading group of information technology in Vietnam. FPT Group has confirmed its brand in providing network services and solutions. So about the area of information technology, Sendo.vn is always provided the best products. Page 7 e-Shop Performance and CRM System Review Product : Companies whose products are posted on the page. Businesses or individuals must comply with the regulations as promised when signing to open the booths on page such as: Can only sales Sendo after conducting open registration and authentication information shop in the prescribed processes of Sendo. To fulfill these responsibilities, and commitment regime with products for sale: terms of sale, purchase, delivery, payment, guarantee, return / exchange, Do not cancel or refuse sales when delivery orders. The seller must be truthful in the product for sale (price, product information), in the purchase and sale transactions, managing the sales seriously, completion of the transaction stage and freight commitments The seller is responsible before the law for all Sendo and information posted on our shop. Besides, Sendo also ensures the benefits to the sellers who complies with the requirements, as : Being free sales on Sendo through free registration to open shop. To participate in the largest marketing program in Sendo. Products advertised on the shopping channel information. Protected rights seller using payment services ensure SenPay To use the support services of the seller Sendo: Sengo transportation services, household cash income (COD), payment guarantee, the advertising and marketing services other Page 8 e-Shop Performance and CRM System Review Delivery : Sengo-service developed by sendo. Sengo is gradually building a network of systems throughout 63 provinces. Thereby ensuring the efficient movement of goods to consumers in the shortest possible time, and cost savings. Payment : Senpay, COD - the service is also being developed by Sendo. Customers can use Senpay payment by register a Senpay account, then pay through this account. And COD (cash on delivery) is a form of direct payment when the product is delivered to the customer, this payment method in accordance with Vietnamese's habits: prefer receiving and will pay. Sendo has actively developed support services brings many benefits: easy to control, cost savings, create of brand identity. It is also an unique idea that Sendo has had to against competitors. Competitors: Online sales market of Vietnam has developed at breakneck speed with the appearance of many websites. Competitors are major factors affecting sales and attracting customers. Sendo’s opponents are other online shopping web such as Vatgia.com, Lazada.vn, Zalora.vn, muachung.vn, Logo Brand Year of established ( In Vietnam) Slogan Lazada February of 2012 “Place of reliable shopping” Vatgia January of 2007 “Shopping paradise” Muachung March of 2011 “Explore the potential values” Page 9 e-Shop Performance and CRM System Review Zalora September of 2010 “Vietnam’s top online shop of luxury fashion” Competing mainly on price and quality of goods, easy transaction, quality of support services such as delivery, feedback, Online purchasing sites above are major sites in Vietnam, partly made reputation in the market. Each site has its own characteristics, but there are still some similarities: aims to dominate the online trading market with relatively strong potential, capable of developing website to a new level by recruiting well staffs, investment calls. Most pages sales have partly gained trust of customers by improving service quality better. Besides, they also pay attention in building sustainable relationships, timely support to suppliers and intermediaries. In addition, they also focus on website design that is both high aesthetic, and convenient for customers. Compared with competitors, Sendo.vn is somewhat weak, partly because of the newly established (September 2012), partly due to the quality of service has not been as expected (will discuss in more detail in the next section). Customers: In this age of technology, the internet became a powerful tool in helping people to do anything. Purchase and sale of goods is daily work to do with anyone, so taking advantages of the internet in this area can be seen as an inevitable trend to help people save a lot of time and efforts. Moreover, the internet access has now become very easy to the majority of Vietnamese. With just a computer or a phone capable of internet connection, Page 10 e-Shop Performance and CRM System Review [...]... internet is growing at breakneck speed and more and more popular According to the Center for International Internet data, Vietnam ranked 18th of 20 countries with the largest number of Internet users in the world of first quarter of 2012 In particular, as of the date of 31/3/2012, Vietnam has 30,858,742 Internet users, accounting for 34.1% of the population One of the effective application of the internet. .. shopping on Sendo.vn, the results show that: Only 13% of customers access website at least one time a day 33% of customers is satisfied about the interface of website 41% of customers can easy find their desired products 64% of customers complaint about bad qualities of products 52% of customers feel that the price of products are reasonable 77% of customers is satisfied about the delivery 97% of customers... in 2010 Along with the development of electronic commerce, advertising and other forms of marketing are increasingly being turned by& internet search engine According to a recent study Social the of Cimigo, about 90% of internet users use search engines (like Google) to find information online Cultural So do the marketing for e-commerce sites hard to ignore search marketing tools like SEO and SEM, in... than maintaining old customers, while 20% of old customers bring 80% profit for the company Evaluate the e-CRM system of Sendo.vn s competitors Currently, there are many online shopping sites in Vietnam, below are 2 typical websites and heavyweight opponents of Sendo.vn Page 25Performance and CRM System Review e-Shop Websites e-CRM system Customer purchases Sendo.vn Lazada.vn Vatgia.com Customers register... transporting Besides, there Sendo.vn operator customer care Any questions or comments of customers can be directly contacted through it to be answered Goods delivered to customers are stored in a white plastic bag with logo of Sendo Overall, there is no any outstanding of the packaging of Sendo.vn, so it can not create impressions to customers Furthermore, although the use of plastic bags is convenient... support operator, plus services such as secured transactions, payment of electricity, internet, phone through Senpay account Physical evidence: When the orders are sent from customers, the system of Sendo.vn will send mails to email of customers to confirm the order information and report about delivering processes This is an effective way of contacting and bring conveniences to customers because they can... exist or collapse of site So, how to attract customers to use our products as a matter of survival for the shop to open on Sendo and Sendo To achieve this, companies need to understand the buying behavior of customers Online shopping habits just appeared a few years ago in Vietnam However, very pervasive and its popularity is growing at a lightning speed One of the reasons is because of science and technology,... technology, especially the Internet is growing strongly in Vietnam, which makes accessing the website and spread information becomes easier Another reason is that Vietnam is very popular because of the new trend, especially if this trend brings a lot of utilities for life Shopping online saves a lot of time and effort and even money for customers so it’s not difficult to understand the trend of online shopping... VND For the cost of hosting services, depending on the package of each supplier that prices can range from 1 million to 3 million per year Overall, this is not a high price for a business, Sendo more support from the FPT group of both financial and information technology to reduce costs significantly Social and cultural Social factors and culture plays an important role in any marketing strategy, especially... research and purchasing behavior of customers Several aspects may include are the population, people, education, lifestyle, …cultural factors and social of each country is different, even the difference is shown between each region of the country Cultural and social factor impact on the purchasing decisions of customers, thus directly impact the business activities of the businesses Therefore, understanding