Customers.Com

How to Create A Profitable Business Strategy for The Internet and Beyond

Patricia W. Seybold

Parution le 22/01/2000

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Résumé

It all starts with customers. For the past several years, Seybold has been working with electronic commerce pioneers who have made life easier for their customers by figuring out what they want and designing their Internet strategy accordingly. Seybold's guide is packed with insights on how both Fortune 500 giants and smaller companies have created e-commerce initiatives that place them well ahead of their competitors.

With additional in-depth examples from American Airlines, Amazon.com, Babson College, Bell Atlantic, Dell Computer, PhotoDisc, General Motors, and Cisco Systems, Customers.com is an exceptionally rich source of ideas and information; the one audiobook you need to stay in business in the rapidly changing era of electronic commerce.

Table of contents

Part 1: Five Steps to Success in Electronic Commerce: How to Create a Profitable Electronic Business Strategy; Step 1: Make It Easy for Customers to Do Business with You; Step 2: Focus on the End Customer for Your Products and Services; Step 3: Redesign Your Customer-Facing Business Processes from the End
Customer's Point of View; Step 4: Wire Your Company for Profit: Design a Comprehensive, Evolving
Electronic Business Architecture; Step 5: Foster Customer Loyalty, the Key to Profitability in Electronic
Commerce

Part 2: Eight Critical Success Factors and Case Studies: How to Assimilate the Critical Success Factors and Case Studies; CSF 1: Target the Right Customers American Airlines National Semiconductor; CSF 2: Own the Customer's Total Experience Hertz Amazon:com; CSF 3: Streamline Business Processes That Impact the Customer Babson College
National Science Foundation; CSF 4: Provide a 360-Degree View of the Customer Relationship Bell Atlantic
Wells Fargo; CSF 5: Let Customers Help Themselves Dell Computer iPrint; CSF 6: Help Customers Do Their Jobs Boeing PhotoDisc; CSF 7: Deliver Personalized Service Dow Jones General Motors; CSF 8: Foster Community Cisco Systems Tripod Synthesis of Best Practices;
Next Steps; Index