List of Figures
1. Introduction. 2
2. Literature Review (theoretical
2.1 E-commerce. 3
2.2 Customer Experience
2.3 Artificial Intelligence (AI). 5
2.4 Augmented Reality. 5
2.5 Internet of Things. 5
3. Case Study. 6
of Digital Technologies. 6
to be used and its benefits. 6
Improved customer experience. 6
3.2 SWOT Analysis. 7
3.3 Legal Framework. 8
3.4 Digital Leadership. 9
3.5 Trends and challenges of
digital technologies. 10
3.6 Summary of case study. 11
4. Recommendation. 12
5. References. 12
Plantronics is a
manufacturer of world class headphones and other related accessories for audio
communication, the products and the company is well recognised worldwide for
quality and product range it offers.
In like manner for
different businesses, the street to digital business achievement isn’t clear
and full of troubles of choosing the right key bearing and making due in an inevitably
brutal aggressive condition. Not all who take after the course survive. Be that
as it may, regardless of whether it’s the new companies or a current business,
what they have in like manner is that the individuals who succeed figure out
how to improve to take the privilege key choices about innovation of new
product and its management of inventory along with marketing startegies.
This report is
planned to analyse the impact of e-commerce strategy for Plantronics with a
portion of the learning and reasonable abilities to explore their association
towards digital business. An important aspect for this report is to differentiate
and review the senior management choices which are needed by te investors
moving to new or latest technology driven business and analysing the procedure
by which these choices will be made.
This report answers the following question:
How should they go about implementing two or more of the aforementioned digital
technologies? What benefit will it bring? What will it look like? How their
customers’ experiences can be managed? Justify why they should do this. What
are the possible implications both internally as well as externally to this
change? What should senior leadership do in order to embed these new
technologies into the company culture? What are some risks and what are the
benefits of adopting these new technologies? Through a systematic research for
the benefits and drawbacks of e-commerce for Plantronics.
Literature Review (theoretical part)
E-commerce can be explained as selling the goods or
services through online channels or buying the goods through an online
platform. These business exchanges happen either as between a business and a
end user or customers, or between two businesses, or between two consumers.
E-commerce is conducted utilizing a variety of new
technological ways but the most common is by using website, some other means
are through using other software’s and technologies. More companies now endeavour to entice
consumers directly online, utilizing devices, for example, advanced coupons,
web-based social networking marketing and targeted advertisements.
E-commerce does not only mean buying and selling it
also includes marketing strategies and some of the marketing strategies are explained
like marketing through e-mail in this method bulk emails are sent to a large
online consumer base.
The next type is making your website looks like a brochure
which will help the end user or consumer to understand the products and he can
make his choice accordingly.
One other important aspect is building relationships
with the existing customers, new customers as well the vendors as they are the
main pillar for the successful implementation of the e-commerce platform and
its smooth running.
The last stage should be optimisation of the current
site according to the new technology available it will help in keeping the
consumers updated and business can grow faster.
Customer Experience Management
Customer experience management is a procedure used to track, supervise
and compose all communications, with a specific end goal to enable a business
to concentrate on the requirements of its customers. This training is intended
to ‘close the hole’ between the expected customer experience and the real
Giving incredible customer experiences can help make
steadfast brand advocates, who will probably spread positive informal exchange
about your image.
Reinforcing brand unwaveringness would then be able to
prompt higher spend. Brand promoters will regularly spend more, buy more things
and come back to the business all the more as often as possible.
Guaranteeing your customers comprehend why you’re not quite the same as
your rivals and that you’re a one of a kind substance will assist guarantee
they keep cooperating with you.
As organizations end up endeavoring to stay focused in the present ultra-aggressive
and associated world, customer experience management has turned out to be basic
to their prosperity. Actually, customer experience management is staggeringly
profitable to organizations of about any size in light of the advantages of
CEM, as laid out by SAS:
a. Fortify brand inclination through separated experiences
b. Increment income with incremental deals from existing customers and new
deals by listening in on others’ conversations
c. Enhance customer faithfulness, and make mark advocates, through esteemed
and essential customer collaborations
Diminish customer agitate to
bring down expenses
Intelligence is an accumulation of cutting edge advances that enables machines
to detect, grasp, act and learn. It is set to change business in ways we’ve not
seen since the Industrial Revolution; in a general sense rehashing how
organizations run, contend and flourish. At the point when actualized
comprehensively, these innovations help enhance profitability and lower costs,
opening more imaginative occupations and making new development openings.
In the close term,
the objective of keeping AI’s effect on society gainful spurs inquire about in
numerous territories, from financial matters and law to specialized themes, for
example, confirmation, legitimacy, security and control. While it might be minimal
more than a minor disturbance if your workstation crashes or gets hacked, it
turns into all the more vital that an AI framework does what you need it to do
in the event that it controls your auto, your plane, your pacemaker, your
computerized exchanging framework or your energy network. Another fleeting test
is keeping an overwhelming weapons contest in deadly self-governing weapons.
Augmented Reality blends genuine propelled data got
consistently with a modernized camera in a webcam the main logic behind
augmented reality is giving the end user an experience of real life by
providing the insights of the virtual life. This technology aims at making the
users experience to look and feel like a reality.
Orgainsations are utilising this technology for
testing purpose of their products, so even if the user does not have any real
device or machinery the user will be given a feel that it’s a reality. For
example many car companies have developed a concept of car driving virtually
through Augmented Reality.
2.5 Internet of
Internet of Things is just like a spider
web in which multiple devices are interconnected by use of technology, this
technology helps the people to make their life more superior and easy.
The combination of in-home
remote headways influences a significantly engaged condition as gadget makers
to modify their things to no less than one innovations and test what blends
will exhibit most addressing customers..
Moreover, the expanding combination of
versatile applications with associated audio gadgets broadens item plan into
the application space, where the client involvement in the application turns
out to be similarly as imperative, or maybe more critical, than gadget outline
by righteousness of the application turning into the central purpose of
collaboration with the gadget.
of Digital Technologies
the earphone and headphone innovation are the critical factors attributing
expanded item deals. The most productive headway in the field of audio
innovation, especially in the customer section, is the noise cancelation and
course of recent years, these advances have risen as key patterns with makers
underscoring on creating items that give quality audio and spare a client from
the issues of wired items; in this way, clearing route for remote items.
Strategies to be used and its benefits
a. Develop global communal:
Plantronics will focus on specific ‘relatively less-?penetrated, large markets’
such as Brazil, India, Mexico and Japan through the use of e-commerce and
Internet of things technology.
b. Develop products to deliver the most captivating
user understanding: By using advanced
technology and integrating it with the headphones Plantronics can attract a
large portion of headphones market.
c. Build a accessible infrastructure: Plantronics should build a scalable
infrastructure commensurate to the industry size and customer’s requirements.
d. Plantronics Platform: Plantronics will develop a platform to for
e-commerce and augmented reality through which a large customer base can be
reached to try the unparalled quality and technology provided by Plantronics.
3.1.2 Improved customer experience
Plantronics will improve the customers experience
through following manner:
recommendations for existing customers.
of email welcome strategy for new online customers as part of development of an
integrated contact or e?CRM strategy delivered through personalised web and email messages and
traditional direct communications.
blogs or RSS feeds to encourage return visitors.
more participation through customer communities
Implementing e-commerce, digital solutions
The above figures shows the implementation of
ecommerce platform along with IoT technology in Plantronics.
The possible benefits
that Plantronics will get by implementing the new technology are given below:
optimisation of available benefits and new opportunities:
Implementing new technology through
Augmented reality and Internet of Things opens the entryway for new business openings
and enables Plantronics to profit by new income streams created by cutting edge
business models and administrations.
These new technological developments:
a. fabricate solid business cases,
b. decrease time to market and
c. increment in return on ventures.
This new technological change can possibly
change the way shoppers of Plantronics and businesses approach by utilizing the
new resources in a controlled environment.
in the utilisation of available asset:
This new technological change will enhance the
workability oof devices and instruments with the use of following advantages
(gear, apparatus, instruments, and so on.) utilizing sensors and network, which
enables associations to profit by ongoing bits of knowledge. Associations could
all the more effortlessly find issues in the advantages and run preventive
support to enhance resource usage.
Being associated with a most extreme number
of gadgets with high end electronic devices, new technology will enable
businesses to be more astute with ongoing operational bits of knowledge while
decreasing working expenses. The information gathered from coordination’s
organize, processing plant floor, and store network will help decrease stock,
time to market and downtime because of upkeep.
Better security and measured for safety:
The new technology equipped with efficient administrations
incorporated with sensors and camcorders help screen working environment to
guarantee hardware wellbeing and secure against physical dangers. The
technology framework of network
facilitates different groups to determine issues quickly.
Increasing the efficiency:
Efficiency assumes a key part in the
benefit of any business. The new technology offers without a moment to spare
preparing for representatives, enhance work proficiency, and diminish confuse
of aptitudes while expanding hierarchical efficiency.
Reduce the cost and increase profitability:
One of the important aspect for every
investor is increasing the profitability. Use of enhanced resource,
profitability, and process efficiencies can spare your uses. For instance,
prescient examination and constant diagnostics drive down the support costs.
European legislation has issued directives which
outlines the legal framework for the e-commerce market players and
manufacturers by way of adhering to certain guidelines and principles. The main
criteria or the area of focus in the directives is the protection of consumer
on quality standards, data theft, privacy concerns for the consumers,
protection of consumer against the adjoining laws and regulations of the
The directives issued are made for proper
accountability and to ensure that the organisations are compliant to the
applicable laws and regulatory guidelines. It also helps the organisations to
work in a systematic and organised manner and makes it more diligent and concerned
to the required customer needs and rights.
The Directives issued by European Union related to
electronic commerce enhances the legal stability and strengthens the overall
presentations of the principles providing an altogether comprehensive
regulatory framework. Which implies that the regulations will be applicable to
the organisation in which its registered office is situated.
The organisations also have to comply with certain
directives and guidelines which applies to a particular country in which the
organisation wants to expand its business, as every country has its own rules
as well. There are certain directives issued for distance selling as well which
includes adhering to the quality standards of the country, and other regulatory
Plantronics has to adhere to the existing legal
framework for carrying out is e-commerce business but it will be a worth for a
cause looking to the high potential given above and it will also help
Plantronics management to strategically define its guidelines for the required
as per the given directives.
Looking at the
type of industry Plantronics is working and the business structure the
management of Plantronics is required to follow this approach for a better
implementation of the new technology.
Assessing of risk: Create evidence of ideas to decide scale,
and support customers by offering motivators for IoT selection. Create keen
gadgets and collaborate with industry players.
Detecting the potential risks: Develop a biological community that
empowers the accumulation of continuous information from brilliant items. See
how to make the best utilization of information and create capacities for
oddity recognition and alarming components.
Be prepared to mitigate the potential risk
for the process: Include
outsider information suppliers in the biological system; create risk models
that can procedure ongoing information created by sensors to help alleviate
Re-engineering of business process: Shift the accentuation to esteem included
administrations and associated protection items in view of information and
examination that can help target new markets.
Skill development of the employees: Customer-confronting representatives should
be reskilled in new items and prepared to consider how modified offerings could
be made from the informational collections produced by customers’ benefits.
3.5 Trends and
challenges of digital technologies
Following are the recent and projected trends for the
industry in which Plantronics will be working by implementing the new
Economic Intelligence Unit, Morningstar
Experts figure the worldwide brilliant headphones
market to develop at a CAGR of 19.35% amid the period 2016-2020. (Deloitte,
Some of the benefits for Plantronics will be:
Reduces Costs for Inventory Management.
Reaching Global Market.
Better monitoring of consumer buying habits and
Reduction in labour cost.
Reduce advertisement cost.
Plantronics will also be posed to certain risks which
are as follows:
and access management.
and Regulatory requirements.
against connected devices.
3.6 Summary of
From the above discussion, it can be concluded that
Plantronics will be benefited from the adoption of new technology adoption
related to IoT and e-commerce business, it will increase the scalability and
improve the company financials, and the company will be able to map up with the
latest technological trends.
However, with every great opportunity comes some risks
such as risk of identity theft. Non-adhering to the directives and guidelines,
non-performance, upper management reluctant for change and IT risk but these
risks can be mitigated using proper technology and positive approach from the
Through this research on the new technology it is
clear that adopting the new technology of augmented reality combined with
Internet of Things and the stepping up into e-commerce environment will benefit
Plantronics in technological advancement and reaching out high quality goods to
its increased customer base.
Augmented reality can
possibly be a tremendous jump in the way we see the world much more than what
the coming of PCs and cell phones at any point did.
offers enormous open door for Plantronics to investigate the potential and make
practical business offers for the client ecosystem. In this way, be it speedier
and more proficient repair and upkeep of items amid after-deals benefit or
enchanting the clients at purpose of offer by offering moment customisation and
configuration administrations for another super-earphones they are going to
arrange, the potential outcomes are huge.
technology will open up different conceivable outcomes towards shrewd
assembling and change plant, process and secondary selling operations for
The adoption of latest
technology combined with e-commerce platform will support Plantronics in a new
direction of growth and building a huge customer base combined with an advance
customer experience to the new technology world.
Trust from management
and the customer is a critical factor for Plantronics and through the above
mentioned ways of handling the responsibility and the expertise of Plantronics
strategic management will keep the company on track and will be successful in
gaining the trust and building a more sophisticated and advance environment.
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