Electronic Commerce and Overstock

Topics: Electronic commerce, Customer service, Supply chain management Pages: 8 (2561 words) Published: March 1, 2011
Table of Contents

A. Company Description3
a. Mission Statement & Vision3
b. Products & Services3
B. Executive Summary4
C. Architecture & Enterprise Resource Planning (ERP)5 D. Supply Chain Management (SCM) 6
c. Participants in Supply Chain6
d. Suppliers & Order Management6
e. Suppliers & Financial Settlement6
E. Competition6
f. Analysis6
g. Competition Tracking7
h. Benchmarking7
F. SWOT Analysis9
i. Strengths9
j. Weaknesses9
k. Opportunities10
l. Threats 11
G. Marketing12
m. Target Market12
n. Distribution12
o. Online Marketing Strategies12
p. Offline Marketing Strategies12
H. Customer Relationship Management (CRM) 12
q. Development12
r. Maintenance12

Company Description & Mission
E commerce or e-business consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. Overstock is an example of an e-business. Overstock is a retailer that sells a variety of items online including shopping for items such as clothing & shoes, furniture, jewelry, toys, home and garden, bedding and bath, and electronics, sports items, books and media, and much more. Overstock also offers shopping via auctions, a page where a consumer can shop for cars, a page where the consumer can shop real estate, and a community page. The organization’s mission is to provide their online customers with the best prices and superior customer service while making the existing offline liquidation system more efficient. Overstock has grown drastically over the years. ‘Overstock began selling surplus and returned merchandise on an online E-commerce marketplace, liquidating the inventories of at least 18 failed dot-com companies at below-wholesale prices. It has now expanded to sell new merchandise also. Among their products are handmade goods produced for Overstock by workers in developing nations.’ (Wikipedia) The company also manages the inventory supply for other retailers. Part of Overstock.com's merchandise is purchased by or manufactured specifically for Overstock.com. Among their products are handmade goods produced for Overstock by workers in developing nations. In addition to its direct retail sales, Overstock.com has also offered online auctions on its website since September 24, 2004.

E-business Purpose and Objectives:
The purpose of this company is to make the shopping experience convenient for the consumer by having a sole website to purchase all of their retail needs. Their objective is to provide the best customer experience while providing a fast and easy shopping experience. They are committed to saving our customers time and money. The need for increased development and satisfaction in the internet shopping experience is vital.

Stakeholders and Project Timeline:
The company includes both internal and external stakeholders. The internal stakeholders will consist of the company’s employees, managers, and owners. The external stakeholders will include our customers, shareholders, creditors, society, suppliers, and government. Overstock also has a board of directors to ensure the best interest of our stakeholders and customers. ‘The current board of directors include includes Patrick Byrne, Allison H. Abraham, Clay Corbus and Joseph J. Tabacco, Jr (Wikipedia)’.

Marketing Plan and CRM:
Customer service is a vital aspect of overstock.com. They strive to make the shopping experience convenient for the customer. To achieve this, they have several customer service options available for the customer to reach us including via live chat, e-mail, and telephone. They attract customers by offering a large variety of products offered with great prices. Providing the...
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