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Lots of books have been written about how to do business on the Internet, but few can match the understanding and passion for making e-commerce work of Patricia Seybold'sCustomers.com. Drawing on case studies of companies and organizations as diverse as Boeing, Babson College, National Semiconductor, Hertz, PhotoDisc, and Wells Fargo, Seybold identifies what makes e-commerce work successfully. She argues that any e-commerce initiative has to begin with the customer. She writes:
In the electronic commerce world, knowing who your customers are and making sure you have the products and services they want becomes even more imperative than it is in the "real" world.... The corner grocery needs only to approximate what customers really want because the convenience factor brings in the business. But when you eliminate this advantage--when customers can go anywhere to get what they want--you'd better know what they're looking for.
The first section of the book outlines five steps aimed at any organization grappling with the challenge of doing e-commerce right. The final section offers a technology roadmap and suggestions for getting e-commerce initiatives off the ground. But the heart of the book is the 16 case studies of companies that have successfully embraced e-business and e-commerce. Each is well researched, and includes an executive summary and "take-aways" about what each firm did right. If you're looking to develop your business online, this book belongs on your desk, not your bookshelf. Highly recommended.--Harry C. Edwards--This text refers to theHardcoveredition.
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ISBN-10:  0375410406
ISBN-13:  978-0375410406
Author:  Patricia Seybold
Publisher:  Random House Audio
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review by . December 29, 1999
Seybold examines "the best practices for electronic commerce and electronic business today on the Internet and beyond" to enable her reader to "walk behind the scenes at more than a dozen pioneering companies -- companies that have committed themselves to doing what it takes to make it easier for their customers to do business with them." I was fascinated by her "insider" information about e-commerce, of course, but also by the correlations she suggests between e-commerce strategies and strategies …
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Customers.Com: How to Create a Profitable Business
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