Class 13 Notes for E-Commerce

Learning Objectives:

You will be able identify the benifits of CRM.

You will be able identify the tools to improve CRM.

You will be able identify legal issues that impact E-commerce.


Include: You need to include a CRM compnent in your Marketing Plan

Read: Chapter 8 & 12

Read: 3 Legal Issues that can make or break your E-commerce Startup

Read: Legal Issues for Ecommerce business

Read: The benifits of Good CRM

Review: The Privacy Statement Generator and what should include in a privacy statement

Review: The services that Legal Zoom has a to offer an online business.


Reminder: Post your articles on Canvas under the Weekly Articles on the Discussion Board Section.

Topics Covered:

Critical Areas for Internet Business:
  • Protecting Your Customers' Privacy (You should have a privacy statement on your site!!)

  • Collecting Sales Tax Over the Internet

  • Selling Internationally / Exporting

  • Online Advertising and Marketing

  • Digital Rights / Copyright
Customer Customer Relationship Management (CRM)

Keeping customers happy is very important to any business but it is critical to Online business. There are various tools that will be able to track current and future customer interaction.

CRM (Customer Relationship Management) definition by Wikipedia

The benifits of Good CRM

Tools for CRM:

Constant Contact


Legal Issues of Online Business:

The job is not done until the legal paperwork is done. Legal Zoom has a lot of the paperwork

The US Government ( has a site dedicated to Internet businesses.

FTC Federal Trade Commission is a starting point for rules and regulations of online business.

Consumer Protection (FTC) and Consumer Product Safety Commission rules will also apply

US Business Advisor Office and Dept of Commerce are also great resources for doing business in the US.

Thomas Guide, and House of Representatives Internet Law Library, are sites that will help you keep abreast of new laws that could impact your business

ICANN Domain Name God! (ICANN Watch Website)

Copyright Protection

Respecting Copyright is a must, Remember: Napster!!

Copyright Website is a great primer for Copyright issues.

United States Copyright Office and Copyright Clearance Center are sites you should visit if you think you may have a copyright issue.

US Patent Office

Keeping up with the Hackers

Hold your data in encrypted storage!

Gaps in the Cyber Law and NPR's Cyber Insecurity:

US Government Cyber Crime info

The Best computer security you can have is common sense!

Biometric methods are one way to confirm the identity of users of your computers

Protect your password (don't give it to anyone)

Use a firewall on your network.

Update your Computers's Operating System with the latest patches
and use virus protection plus update your software regularly!

SSL to create a secure connection for transport of sensitive information over the Web

Report attacks and check for the latest attempts on computer systems

CERT® Coordination Center Carnegie Mellon University's Computer Emergency Response Team

CSRC Computer Security Resource Center

Forester Research Research into markets and Cyber-trends (Crime included)

Internet Hoaxes cause problems for business. Semantic has a page dedicated to hoaxes as does



Privacy, Spam, Identity Theft, Copyright Protection, Trademark, Firewall, Patches, Cryptography, Public Key Encryption, PGP, Virus Types: Trojan Horse, Worm


Dr. Jon Storslee
Phone: 602-787-6734

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Paradise Valley Community CollegeĀ 
18401 N. 32nd Street Phoenix, AZ 85032