The e-commerce arsenal : 12 technologies you need to prevail in the digital arena / Alexis D. Gutzman.

By:

Gutzman, Alexis D

Material type: Text

TextPublication details: New York : AMACOM, c2001.Description: xvi, 302 p. : ill. ; 24 cmISBN:

0814406238

Subject(s):

DDC classification:

658.872 GUT

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	658.872 GUT (Browse shelf(Opens below))	1	Available		39002000202417
Standard Loan	Moylish Library Main Collection	658.872 GUT (Browse shelf(Opens below))	2	Available		39002000202391

Enhanced descriptions from Syndetics:

A look at 12 Web technologies that companies need to make their site stand out from the competition. This book explains that useful and tangible benefits, such as instant e-mail to confirm an order, will help turn the cybervisitor into a loyal and regular customer.

Includes bibliographical references (p. [287]-289) and index.

Table of contents provided by Syndetics

Preface (p. XIII)
Acknowledgments (p. XV)
Part I The E-Commerce Climate
1 The Struggle for Survival Online (p. 3)
The Causes of Competitiveness (p. 4)
Increased Customer Expectations: The Consequence of Competitiveness (p. 6)
Don't Hurdle; Pole-Vault (p. 6)
Baby, You Can Drive My Car (p. 12)
Opportunities for Those Who Come at the Eleventh Hour (p. 13)
What Are Investors to Do? (p. 13)
Narrowing the Field (p. 14)
2 The Recipe for Success (p. 15)
Driving Traffic (p. 15)
The Site (p. 22)
Customer Service (p. 25)
Turnkey Growth (p. 26)
Part II Technologies for Driving Traffic
3 Search Engines for Customer Acquisition (p. 31)
Search Engines versus Directories (p. 32)
Submitting Your URL (p. 37)
How It Works Today (p. 40)
Winning Strategies (p. 41)
Outsourcing Your Web Positioning (p. 53)
Resources (p. 54)
4 Viral Affiliates Programs (p. 57)
Cost of Acquisition (p. 57)
Affiliate Programs (p. 58)
Viral Marketing (p. 61)
Case Study: OurHouse.com (p. 63)
Loyalty Programs (p. 65)
How Viral Affiliate Networks Should Work (p. 68)
Resources (p. 68)
5 Listfeed Programs and XML (p. 71)
Knowing When to Bring Them to You and When to Go to Them (p. 71)
Aggregators (p. 72)
Listfeeds (p. 77)
The What and Why of XML (p. 79)
Categorizing Products (p. 80)
Universal Shopping Carts (p. 81)
Case Study: NIC Commerce (p. 82)
Resources (p. 83)
6 Targeted Electronic Direct Mail (p. 85)
Customer Loyalty (p. 85)
Getting the List (p. 86)
Compiling Customer Profiles (p. 88)
Honing the Message (p. 90)
Case Study: Garden.com (p. 92)
Cost Effectiveness (p. 96)
Testing the Messages (p. 96)
Event-Driven E-Mail (p. 97)
Case Study: Musicland (p. 98)
Why Not Send the E-Mail Yourself? (p. 100)
Resources (p. 101)
7 WAP-Enabling for M-Commerce (p. 103)
Wireless Application Protocol (WAP) (p. 104)
After the WAP: IMT-2000 (aka 3G) (p. 105)
Wireless for Messaging (p. 106)
How Web Surfing Differs from Wireless Web Surfing (p. 107)
Profile: Internet2Anywhere (In2a) (p. 108)
Going Mobile the Easy Way (p. 110)
Do-It-Yourself Mobile (p. 112)
Click-to-Voice (p. 113)
Case Study: GiantBear.com (p. 114)
Resources (p. 115)
Part III Technologies for Making Buying Easier
8 Personalization for Customer Loyalty (p. 119)
Overt versus Covert Personalization (p. 120)
Overt Personalization (p. 121)
Motivating Shoppers to Give You Their Preferences (p. 127)
Covert Personalization (p. 128)
Case Study: G.U.S. Home Shopping Limited (p. 129)
Profile: Net Perceptions (p. 130)
Profile: Shop Tok's TokAdvisor (p. 132)
Profile: Angara Converter (p. 134)
Profile: Blue Martini Software (p. 135)
Resources (p. 136)
9 Shopping Wizards and In-Context Search (p. 139)
Who's Shopping Online (p. 140)
Shopping Wizards (p. 142)
In-Context Shopping Capabilities (p. 145)
Profile: Soliloquy (p. 147)
Natural Language Search Tools (p. 148)
Profile: Ask Jeeves E-Commerce (p. 149)
Knowledgebase (p. 151)
Resources (p. 151)
10 Globalization and Multicurrency Capability (p. 155)
Minimum Requirements to Compete Globally (p. 156)
Profile: From2.com (p. 159)
Profile: E-Commerce Logistics (p. 161)
How to Be a Major Player in a Market (p. 162)
Profile: Uniscape (p. 163)
Profile: Welocalize.com (p. 167)
Resources (p. 169)
11 Real-Time Access to Inventory and Order Status (p. 171)
Product Information (p. 172)
Order Information (p. 175)
Customer Information (p. 179)
Resources (p. 183)
12 Robust Content-Management Systems (p. 185)
Customization (p. 186)
Baseline Features (p. 187)
Profile: NCompass Labs (p. 188)
Profile: FatWire (p. 195)
Differentiating Features (p. 196)
Profile: BroadVision (p. 196)
The Importance of Your Vendor Relationship (p. 199)
Why Not Custom-Build? (p. 200)
Internationalized Solutions (p. 200)
Resources (p. 201)
Part IV Technologies for Customer Service
13 Real-Time Presales Chat (p. 205)
Online Support Options (p. 206)
Presales Support versus Customer Service (p. 210)
Real-Time Chat: Help When It's Needed (p. 213)
Service with a Smiley Face (p. 215)
Knowledge(base) Is Power (p. 218)
How Real-Time Chat Works (p. 219)
Resources (p. 224)
14 Multichannel Customer Service Systems (p. 229)
Customer Service as Differentiator (p. 230)
Building a Customer-Centric Organization (p. 231)
What "Multichannel" Really Means (p. 232)
The Isolated Data Phenomenon (p. 233)
What Is CRM? (p. 235)
CRM versus ERP (p. 236)
Selecting a CRM Vendor (p. 237)
CRM at Work (p. 239)
Building the Relationship (p. 241)
Resources (p. 242)
Part V Turnkey Growth
15 Outsource Everything (p. 245)
Why Outsource? (p. 245)
Case Study: Paytime (p. 250)
Case Study: Ask Jeeves (p. 251)
Case Study: eWonder.com (p. 252)
The Ins and Outs of Outsourcing (p. 253)
In Celebration of ASPs (p. 256)
No Longer Vogue with the Venture Capitalists--So What? (p. 258)
16 Feed the Lions (p. 259)
Guard Your Crack in the Sidewalk (p. 261)
The Service Economy (p. 262)
Everyone's Doin' It (p. 264)
Case Study: Web Trends Live/Click-Stream Analysis (p. 264)
Case Study: E-Commerce Support Centers/Customer Service (p. 265)
Case Study: Digital Impact/E-Mail (p. 266)
Case Study: The Kringle Company/Private-Labeled Personalized Letters (p. 268)
Epilogue: A Baker's Dozen: Alternative Payment Systems (p. 271)
Consumers Are Rarely the Victims of Fraud (p. 272)
Protecting the Merchant (p. 273)
Alternative Payment Systems (p. 280)
Major Payment System Vendors (p. 281)
Resources (p. 285)
Notes (p. 287)
Index (p. 291)
About the Author (p. 303)