1. The E-Commerce Imperative Chapter 1 challenges, issues and strategies

2. Internet –profoundly change the business world –enabled a new way of conducting commerce e-commerce Electricity and power motor Computer and Internet

3. Customer relationship management are –the competitive advantage –the bottom–line for market leadership of the information age Customer information is the currency of success in the 21 st century marketplace

4. Amazon.com –Earth’s biggest bookstore –The real prize Earth’s biggest customer database –Not: name, address, balance –Buying behavior –Shop the WEB The place to find anything customers want to buy online

5. Amazon’s customer acquisition technique –Selling product –PlanetAll Help 1.5 million members –To keep up important professional and personal contacts –Electronically remind a member of a special ocassion 15 millions items happen to be a mouse click away –One stop convenience –Bring buyers, sellers of everything, everywhere

6. Business-to-Business marketplace –Establish industrial communities-of-interests –Ariba and Commerce One Change from selling procurement software To establishing multi-seller, multi-buyer procurement market-places Owning the customer, the whole customer, is the ultimate prize of 21 st century business

7. Economies shift –From producer –To consumer The secret is –Customize offerings –One customer at a time Seller Beware

8. Magic in owning customers –Give them what they want, when and where they want it Key: –Capturing and analyzing info about buying behavior

9. Knowing what the customers want Buying experience is nothing less than delight –Providing full spectrum of individualized goods and service Concept is simple, implementation is HARD –Internet

10. Three pillars of any business –Technology, process and people Goal of course: –Understanding how internet changes the world of business –E-commerce is not a single event Is a ongoing journey –Support the complete external business process Information stage (electronic marketing, networking) Negotiation stage (electronic markets) The fulfillment (order process, electronic payment) Satisfaction stage (after sales supports)