Details

ISBN-81-203-1809-9 Number of Pages : 234 Authors:

John W. Gosney

Late Thomas P. Boehm

BOOK REVIEW PRESENTED OMKAR SOHONI BY 040

PAUL JOY 085

SAURABH JAIN 120

FOR WHOM
This book is geared mainly toward
Managers of IT divisions Those directly involved in making hands-on, technical decisions about the use of e-commerce strategies for a business.

ABOUT
Business Process Models and CRM Foundations of Customer-Centric Pre-Order Customer-Support Issues Point-of-Order Customer-Support Post-Order Customer-Support Issues

BUSINESS PROCESS MODELS AND CRM

Personalizing your Web interface Providing complete product information Integrating related information into your website Providing an easy ordering and billing process Providing service after the sale

FOUNDATIONS OF CUSTOMER-CENTRIC
Internal Process: data organization External process:
Presentation of information on website-customer centric approach Providing real time information Personalization Access to third-party information Easy to use ordering process

Website that is not only simple in appearance but also easy to use.

PRE-ORDER CUSTOMER-SUPPORT ISSUES

Product Catalog Product Searches Visual Presentation Feedback and Reviews Alternate Products Information Delivery period Product Comparisons Online Visibility through search engine

POINT-OF-ORDER CUSTOMER-SUPPORT
Shopping Cart Navigation Providing Ease of Billing Addressing Customer-Security Concerns

POST-ORDER CUSTOMER-SUPPORT ISSUES

Order Tracking Problem Resolution Customer Retention Feedback and Review