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| Setting the Stage | ||
| Pt. 1 | Five Steps to Success in Electronic Commerce | |
| How to Create a Profitable Electronic Business Strategy | 3 | |
| Step 1 | Make It Easy for Customers to Do Business with You | 8 |
| Step 2 | Focus on the End Customer for Your Products and Services | 19 |
| Step 3 | Redesign Your Customer-Facing Business Processes from the End Customer's Point of View | 33 |
| Step 4 | Wire Your Company for Profit: Design a Comprehensive, Evolving Electronic Business Architecture | 39 |
| Step 5 | Foster Customer Loyalty, the Key to Profitability in Electronic Commerce | 52 |
| Pt. 2 | Eight Critical Success Factors and Case Studies | |
| How to Assimilate the Critical Success Factors and Case Studies | 65 | |
| CSF 1 | Target the Right Customers | 69 |
| American Airlines | 75 | |
| National Semiconductor | 88 | |
| CSF 2 | Own the Customer's Total Experience | 104 |
| Hertz | 111 | |
| Amazon.com | 123 | |
| CSF 3 | Streamline Business Processes That Impact the Customer | 139 |
| Babson College | 145 | |
| National Science Foundation | 157 | |
| CSF 4 | Provide a 360-Degree View of the Customer Relationship | 173 |
| Bell Atlantic | 181 | |
| Wells Fargo | 193 | |
| CSF 5 | Let Customers Help Themselves | 214 |
| Dell Computer | 221 | |
| iPrint | 235 | |
| CSF 6 | Help Customers Do Their Jobs | 248 |
| Boeing | 255 | |
| PhotoDisc | 264 | |
| CSF 7 | Deliver Personalized Service | 279 |
| Dow Jones | 285 | |
| General Motors | 298 | |
| CSF 8 | Foster Community | 313 |
| Cisco Systems | 317 | |
| Tripod | 327 | |
| Synthesis of Best Practices; Next Steps | 340 | |
| Index | 345 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Mark Wolak
reviewed Customers. com on March 26, 2008
Customers. com
After attending a keynote at a conference for Documentum and hearing Patricia speak, I was impressed enough to get the book. Solid information.
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Add Customers. com, Patricia Seybold has advised major companies not only on the technical requirements for a successful electronic commerce strategy, but also on the management, marketing, sales, and customer support systems necessary to create an infrastructure that seamle, Customers. com to the inventory that you are selling on WonderClubX
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Add Customers. com, Patricia Seybold has advised major companies not only on the technical requirements for a successful electronic commerce strategy, but also on the management, marketing, sales, and customer support systems necessary to create an infrastructure that seamle, Customers. com to your collection on WonderClub |
