1. Chapter 11 Team Wiki Jen Ruzzi Katie Alexo Greg Friedrich Erin McCarthy

2. UK UK What’s the article about Most Efficient Path to Customers Single Point of Accountability Build to Order Low Cost Leader Standard-based Technology How it relates to the chapter Provides great customer service Direct distribution Time Utility: When the customer wants to buy, 24/7/365 purchasing website Place Utility: Where the customer wants to buy, website Builds a great relationship with their customers

3. Who Are you Gonna Click to Call? What’s the article all about: shopping cart abandonment is becoming a huge issue and it needs to be solved 66% -90% shopping cart abandonment Consumers enjoy going to retail stores Consumers still like the idea of the "bricks and mortar" store Solution: Customers can talk to sales representatives online (click to call) ACAu offers this type of service How it relates to the chapter: Shopping cart abandonment, as defined in the book on page 299, is leaving a basket before a sale is completed. How current websites are able to correct the situation…..

4. Web Bots Why we Picked the Article eCRM-solving customer problems and satisfying their needs and wants Shopping cart abandonment-leaving a shopping basket before purchase What the Article is all about Web Bots enhance self serve experience" mimic human shopping habits, makes recommendations and reduces costs How Article Relates to Chapter Virtual learning agent system improves customer relationship Communicates directly with customer and convert 1st time buyers into lifetime customers Increases view to buy rates and decreases shopping cart abandonment

5. Record Numbers Go Online Shopping: Traditional Companies Turning ETailers What’s the article about Pressures facing etailers Amazon.com- one of the pioneers of etailing Etailing creates the need for costly facilities Amazon.com tripled its earnings in the 3 rd quarter of the current year Brand loyalty more important In 2004, Americans spent $144 billion online How it relates to the chapter 3 rd Significant transformation in the retail industry 70% of etailers are bricks-and-clicks (multi-channel distribution strategy) In 2003, an estimated 55% of revenues are from internet sales Retailers must make a number of key decisions Benefits vs. Costs of going online

6. Resources http://wwp.greenwichmeantime.com/time- zone/europe/uk/website/stores/dell-computer- uk/index.htm pg 281-282http://wwp.greenwichmeantime.com/time- zone/europe/uk/website/stores/dell-computer- uk/index.htm http://www.prnewsnow.com/PR%20News%20Releases/Tec hnology/Telecommunications/Who%20You%20Gonna%20C lick%20To%20Call... Pg 299http://www.prnewsnow.com/PR%20News%20Releases/Tec hnology/Telecommunications/Who%20You%20Gonna%20C lick%20To%20Call http://archives.cnn.com/2000/TECH/computing/02/14/bots.idg/index.html pg.299, pg. 301-302http://archives.cnn.com/2000/TECH/computing/02/14/bots.idg/index.html http://www.cnn.com/2004/TECH/12/23/spark.etailing/inde x.html pg. 297-299http://www.cnn.com/2004/TECH/12/23/spark.etailing/inde x.html