## **Learning Outcomes**

After reading this article, you will be able to explain how digital business models function, the impact of network effects on digital platforms, and the importance of collecting and using customer data. You will understand the benefits and risks of digital marketing that relies on data, and describe basic legal and ethical requirements for handling customer information. You should be able to apply these concepts to business scenarios and identify their significance for exam questions.

## **ACCA Business and Technology (BT) Syllabus**

For ACCA Business and Technology (BT), you are required to understand how digital technologies are changing business models and marketing, especially:

- The definition and main features of digital business models and how they differ from traditional models
- The concept of network effects and their influence on digital platform businesses
- How organisations use customer data to create value, and the main commercial and legal issues involved
- The use of customer data in digital marketing, and the associated ethical, privacy, and compliance risks
- The requirements and responsibilities of businesses regarding customer data protection and security

## **Test Your Knowledge**

_Attempt these questions before reading this article. If you find some difficult or cannot remember the answers, remember to look more closely at that area during your revision._

1. What is a network effect, and how does it influence the success of a digital platform?
2. List two ways that digital businesses use customer data to compete in the marketplace.
3. True or false: Companies can collect and use any customer data for marketing purposes without restriction.
4. What is the main risk to a business if it fails to protect customer data when using digital marketing platforms?

## **Introduction**

Digital transformation has dramatically altered how organisations create value, interact with customers, and compete. Modern business models often rely on digital platforms and widespread data collection. Two concepts are especially significant for ACCA students: network effects—which explain why some digital businesses grow rapidly and dominate markets—and the strategic importance of customer data in today's marketing.

Understanding these topics is essential for understanding digital business and technology questions in the exam. Mistakes around customer data, data privacy, or overlooking network effects can lead to poor exam performance or real business risks.

> **Key Term: digital business model**  
> A way of creating and delivering value primarily using digital technologies, often involving platforms, mobile applications, and online services.

## Digital Business Models

Traditional companies often sell physical products or services with linear value chains. Digital business models operate differently:

- They frequently depend on technological platforms to connect buyers, sellers, or users.
- Value is created by enabling interactions (e.g., social networks, marketplaces, or ride-sharing apps).
- These models often focus on collecting, processing, and monetising customer data.
- Many digital business models are scalable with low additional costs for serving each new customer.

> **Key Term: platform business**  
> A business that creates value by enabling direct interactions or exchanges between two or more interdependent groups (such as buyers and sellers) via a digital platform.
>
> **Key Term: network effect**  
> The phenomenon where the value of a product or service increases as more people use it.

### **Worked Example 1.1**

**Scenario:** NovaPay is a digital payment platform. As more stores accept NovaPay, more shoppers are attracted to use it, which in turn encourages even more stores to join.

> **Answer:** This is a positive network effect. Each additional user increases the platform’s value to others, creating a cycle of adoption that can rapidly grow the user base.

## Network Effects and Digital Platforms

Network effects are fundamental to understanding why many digital businesses can scale quickly and become dominant. As more people use a platform, its usefulness grows, which attracts more users—a virtuous circle.

Businesses benefiting from strong network effects include:

- Social networks (e.g., each new user makes the service more interesting for existing users)
- Marketplaces (more buyers attract more sellers, and vice versa)
- Software platforms (widespread use encourages third-party developers)

However, network effects can work in reverse—if users begin to leave, the value for those remaining drops, potentially causing rapid decline.

### **Revision Tip**

Network effects are often tested in ACCA questions about why digital businesses grow faster than traditional counterparts. Always consider user numbers and interactivity.

## Customer Data: Collection and Use

Customer data drives most digital business models. Common types of data collected include:

- Basic contact and demographic information
- Behavioural data: browsing history, purchases, location, interaction with adverts or content

This data enables businesses to:

- Personalise products, services, and marketing messages
- Recommend products or content likely to interest the customer
- Identify emerging trends and demand
- Optimise pricing and promotions in real-time

> **Key Term: customer data**  
> Information collected about customers' identities, behaviour, and preferences, used to improve business services and decision-making.

## The Role of Customer Data in Digital Marketing

Digital marketing relies heavily on the use of customer data to target, measure, and improve campaigns.

- Businesses segment customers more precisely, increasing marketing efficiency.
- Online adverts are tailored to individual interests based on data analysis.
- Success is measured in real time using data feedback to refine actions.

Benefits include:

- Lower costs compared to traditional marketing
- Higher conversion rates through targeted messages
- Better customer experiences via relevance and timing

However, using personal data for marketing brings significant responsibilities and risks.

## Data Protection and Risk in Digital Marketing

Data privacy laws, such as the UK Data Protection Act and General Data Protection Regulation (GDPR), set strict rules on handling customer data. Key duties include:

- Obtaining clear consent for data collection and marketing activities
- Explaining how data will be used
- Keeping data only as long as necessary
- Securing personal data from unauthorised access, loss, or misuse

> **Key Term: data protection**  
> The set of laws and measures ensuring that personal data is collected, stored, and used securely and lawfully.
>
> **Key Term: consent**  
> Permission granted by an individual for their personal data to be collected and used, often required explicitly under law.

Non-compliance can lead to:

- Large fines
- Damage to company reputation
- Legal claims by affected individuals
- Loss of stakeholder trust

### **Worked Example 1.2**

**Scenario:** A retailer sends promotional emails to customers who have not agreed to marketing communications. A customer complains to the regulator.

> **Answer:** The retailer may be breaching data protection law, as it failed to obtain proper consent. Regulatory investigation or fines could result.

### **Exam Warning**

Do not assume all data collected online can be freely used for any purpose. Exam questions may test knowledge of consent, data protection, and the need for clear policies.

## Risks and Ethics of Customer Data Use

Ethical and operational risks when handling customer data include:

- Inadequate security leading to data breaches (e.g., customer information stolen by hackers)
- Using data for purposes not consented to by the customer
- Intrusive or unwanted marketing harming customer trust
- Selling data to third parties without transparency

Businesses must adopt strong policies and communicate clearly with customers about data collection and use. Staff should be trained in legal and ethical responsibilities.

### **Worked Example 1.3**

**Scenario:** A travel website uses browsing data to increase prices for returning visitors who show strong purchase intent.

> **Answer:** While legally possible in some cases, this practice may be viewed as unfair or deceptive. Ethical issues and loss of customer goodwill are risks, and some regulators may prohibit such pricing tactics.

## **Summary**

Digital business models often depend on network effects and the intelligent use of customer data. While digital marketing offers powerful new ways to engage and convert customers, it also brings legal and ethical challenges surrounding data protection and privacy. Businesses that fail to handle customer data lawfully and responsibly risk serious legal, operational, and reputational consequences.

## **Key Point Checklist**

_This article has covered the following key knowledge points:_

- Define digital business models and explain the role of platforms
- Describe network effects and their impact on digital businesses
- Explain how customer data is collected and used in marketing
- Identify legal requirements for data protection and consent
- Evaluate the main risks and responsibilities involved in handling and using customer data

## **Key Terms and Concepts**

- digital business model
- platform business
- network effect
- customer data
- data protection
- consent

Digital business models and marketing - Network effects and customer data