Ecommerce, crm, b2b, b2c:
Improving Online ECRM and Service
- Using Technology to Get Back to Basics
Term: eCRM - electronic Customer Relationship Management
CRM Strategy Development
BaseConsulting
Customer Relationship Management (CRM) is one of the most popular business trends
today. So, what is it? Simply, a CRM solution contains all the disparate pieces
of a company’s customer-related information. It is comprised of two main components:
systems and information.
Information Security Survey 2001
Ernst & Young
Building trust and credibility are critical to successful e-commerce in the connected
economy. But in the enthusiastic rush to exploit the opportunities, security may
not be at the forefront of business priorities. What e-business activities are businesses
undertaking and what is stopping them from doing more?
Mobile Commerce
Deloitte & Touche
In an increasingly networked age how we communicate is changing daily. And this
means the potential for strong returns on mobile and wireless investments has led
to a ground swell of initiatives.
Evolving Challenges of Managing eBusiness: The “Technology Chain Automation” Product
Concept
Kintana.com (An IDC White Paper)
The transformation under way among Global 2000 companies to Web-enable every facet
of their operations is nothing less than spectacular. By leveraging sophisticated
software technologies and the ubiquity of the Internet, these companies are overhauling
their internal business processes and technology infrastructure to accommodate new
methods of conducting business, as well as better ways of serving their most valued
customers. Simply put, the goal of these companies is to triple their sales with
one-third of the headcount and half of their overall costs, while quadrupling the
number of happy customers.
Consumers, Retailers and Manufacturers in the e.conomy
ATKearney
This paper describes A.T. Kearney’s approach to the new economy from two points
of view. First, we explain, in general terms, the nature and tempo of its impact
on consumers, retailers and manufacturers, and we identify new rules of the game
in both the business-to-business (B2B) and business-to-consumer (B2C) markets. Second,
we look at some of the practical implications of the advent of the new economy,
and explore what companies need to do to prosper in the new high-speed, high-connectivity
business environment, paying particular attention to selling propositions, procurement,
order fulfillment and brand management.
Customer Relationship Management: A breed apart
Accenture
New research shows that customer satisfaction with eCommerce—in both the B2B and
B2C sectors—is remarkably low. How come? In their rush to establish a presence on
the Web, most companies failed to build strong, distinctive online brands. Here's
what you should do now.
E-Market Execution: A Value Based Framework
ATKearney
A number of factors, ranging from outside forces such as excessive competition to
internal issues including the way the company adapts its business processes to take
advantage of “e,” will determine whether a company’s investment in a net market
pays off.
B2B Platforms ; Market Report
Roland Berger
A study by Tom Schmittzehe
Hurwitz Report:
Integration and the E-business Portal
EnterNetworks
As e-Business rapidly becomes the business, transforming separate initiatives into
a comprehensive enterprise portal will be an increasingly important endeavor. Nowhere
are integration needs more sorely felt than in the e-Business trend to interface
with end users of all types through an enterprise portal.
Click, convert and continue: Winning customers online
Accenture
The outrageous trio of strippers who sang "You've Gotta Have a Gimmick" in the musical
Gypsy used flamboyant costumes, a trumpet and blinking lights to make their point:
First you have to get people's attention.
eBusiness Strategy Development
BaseConsulting
Although business fundamentals still exist and apply, companies that choose to change
their business
to utilize these new technologies should be prepared for the fact that they will
be judged and mea-sured under a whole new set of rules. With technology and electronic
transactions comes an expec-tation of immediate fulfillment. Managers, buyers, and
vendors believe that “all the information is in
the computer,” and will expect immediate status reports, reconciliations, etc. The
electronic environ-ment is real-time. Timeframes to produce and measure the success
or failure of an eBusiness initia-tive are much shorter. eBusiness, by nature, is
not entirely business as usual.
The CRM Promise
one2surf
This paper is a guideline as to why if at all, you require a CRM initiative. Any
organisation that wishes to remain as a major player in the 'New Economy' needs
to better understand, serve, and retain its client base, or risk being relegated
to the 'Old Economy'.
1:1 Marketing Technology Overview
Marketswitch
This paper provides an in-depth look into 1:1 Marketing technologies and the different
types of solutions that are available today. It discusses the capabilities and benefits
of each, and provides insight into how the solutions interrelate with one another.
E-Commerce B2C Report - June 2001 - Executive Summary by
eMarketer, Inc.
This comprehensive report by eMarketer examines the state of worldwide B2C e-commerce.
Topics covered in the report include eCommerce B2C revenue estimates and forecasts,
2000-2004; spending patterns of users, country by country; breakdown of US online
shopping by category; strategies to acquire and retain customers; impact of privacy
concerns on online shopping and barriers to and drivers of B2C e-commerce.
The eCommerce: B2B Report - June 2001 - Executive Summary
by
eMarketer, Inc.
The eCommerce:B2B Report provides an analysis of global B2B e-commerce activity.
Topics covered include regional breakdown of e-commerce activity, industry-by-industry
analysis of e-commerce penetration, online sales and purchasing trends, and the
numbers behind the leading B2B exchanges. The eCommerce:B2B Report is filled with
comparative numbers from research companies worldwide, giving you a comprehensive
and unbiased look at the state of the internet economy.
CRM in a Down Economy - June 2001 -
Peppers and Rogers Group
Even as companies scale back their overall capital spending, informal surveys show
that most firms still intend to allocate their first spending to Customer Relationship
Management. Why aren't CRM efforts being cut along with other investments? The reason
is that a well-executed relationship project can increase cash flow immediately.
The fact is that investments in CRM represent a competitive edge in any economy.
Mobile Integration:
Tapping
the Power of the Mobile Enterprise: A Step-by-Step Guide to Successful Handheld
Integration
The Wireless Enterprise:
How WebLink Wireless Enables Mobile Customer Service
Cost Justification of Automated Data Collection System
(August 08, 2002)
Data collection is one of the best productivity investments your company can make.
The more you analyze your organization's ROI, the more senior management will believe
in the automated data collection applications you are trying to implement. This
guide is designed to help you accurately analyze and justify your current and future
bar code projects.
View this WhitePaper
Recent WhitePapers
Wired and Ready in the Enterprise
(June 26, 2000)
Over the past two years, IT departments have been obsessed with clearing off desktops
located throughout an organization. No, it’s not part of some massive cleanup campaign,
but rather an effort to replace larger desktop PCs with smaller and more mobile
notebook computers. These devices take up less physical real estate, can be equipped
to be just as flexible as desktop PCs and support a variety of new chip and performance
acceleration technologies that open up new application windows for these small systems.
View this WhitePaper
ERP Whitepapers :
Phased
ERP Implementation instead of "The Big Bang"
Simultaneous ERP Migration and Component Integration
EAI White Papers:
Pervasive computing: Anytime/anywhere ERP connectivity
Managing your data the XML way: Data transformation, exchange and
integration
Application Integration
How to Select an Enterprise Application Integration Solution
SCM WhitePapers:
http://www.peoplesoft.com/corp/en/products/line/scm/white_papers.asp
http://www.itpapers.com/cgi/SubcatIT.pl?scid=226
http://whitepapers.itsj.com/data/rlist?t=busofit_10_60_6
Maximizing Supply Chain Activities
Published: September 1, 2002 Type: White
Paper
To maximize supply chains, companies must ensure that they have an accurate and
upto- date picture of supply and demand issues.
Optimizing the Extended Enterprise in the New Economy: B2B in Supply
Chain Management - Center for eBusiness@MIT Annual Conference
Published: April 17, 2002 Type: Proceedings
The definition of Supply Chain Integration has transformed over the last few years.
The Internet has enabled virtual enterprises, blurring the boundaries between the
traditional supply, manufacture, and customer-material based supply chains.
Continuous
and Sustainable Improvement Through Supply Chain Performance Management
Supply Chain Confidence
BPO WhitePapers:
Is Application Outsourcing Right for Your Business?
Published: December 1, 2001 Type: White
Paper
Outsourcing occurs whenever an organization transfers ownership of one or more recurring
business processes to another organization under a contractual agreement
http://www.bposourcing.com/white_papers.htm