e-Business readiness : a customer-focused framework

Abstract

1. Let's Get Ready: The Big Picture. Getting You Prepared. Defining the Horizon. Customer Focus. Customer Value. The Intermediate Value Web. Craig's Stakeholder Model of E-Business: Creating the New Value Web. The Stakeholders. The New Value Web. E-Business Models. Clearing Up Some Confusion: Creating a Common Lexicon. Application Service Provider. Enterprise Resource Planning. Providing Some Context: The E-Business Spectrum. The Need for the eBiz Readiness! Framework. Are You Ready? 2. Detailing Up: eBiz Readiness! Framework. Getting You Prepared. Defining the Horizon. The Customer-Focused Approach. Customer Value. The eBiz Readiness! Framework. eBiz Readiness! Stakeholders. eBiz Readiness! Components. eBiz Readiness! Enablers. Knowledge Management. Trust. Technology. Metrics in the eBiz Readiness! Framework. Benchmarking. Customer Metrics. Financial Metrics. eBiz Readiness! Internal Rating and Weighting Scales. How to Apply the eBiz Readiness! Framework. Macro View. The Feedback Loop. Are You Ready? eBiz Readiness! Framework Strengths. 3. Your Reason for Being: Your Customers. Getting You Prepared. Introducing the Customer Stakeholder. Defining the Horizon. Contact Points Integration. Contact Points. eBiz Readiness! Components for Customer Stakeholder. Engage. Order. Fulfill. Support. Questions You May Want to Ask. Overall. Leverage of Multiple Channels for Selling. Engage. Order. Support. Using the Evaluation Framework. Small-Business Perspective: Customer Stakeholder Assessment (SMEDistributor). Big-Business Perspective: Customer Stakeholder Assessment (BBFinance). Are You Ready? 4. Getting You Prepared. Defining the Horizon. Broad-and-Shallow versus Narrow-and-Deep Portals. Business-to-Consumer Communities. Business-to-Business Communities. eBiz Readiness! Components for the Community Stakeholder. Engage. Community Interaction. Community Services. Community Governance. Community Questions. Overall. Engagement. Interaction. Services. Governance. Small-Business Perspective: Community Stakeholder Assessment (SMEDistributor). Big-Business Perspective: Community Stakeholder Assessment (BBFoodCompany). Engage. Interaction. Services. Governance. Are You Ready? 5. Going Against the Flow: Operational Partnering. Getting You Prepared. Introducing the Operational Partner. Defining the Horizon. eBiz Readiness! Components for the Operational Partner Stakeholder. Partnering for Trust Services. Denial-of-Service Attacks. E-Commerce Security Technologies. Partnerships for Knowledge Management. Small-Business Perspective: Operational Stakeholder Assessment (SMEManufacturer). Big-Business Perspective: Operational Partner Assessment (BBGovernment). Are You Ready? 6. Hand-in-Hand into the Future: Strategic Partnering. Getting You Prepared. Introducing the Strategic Partner Stakeholder. Defining the Horizon. Strategic Partner Continuum. Partner Relationship Management. eBiz Readiness! Components for the Strategic Partner Stakeholder. New Alliances. Account Planning. New Market Research. Macro Resource Planning. Product or Service Development. Summary. Questions You May Want to Ask. Overall. Knowledge Sharing. New Alliance. Account Planning. New Market Research. Macro Resource Planning. Product Development. Using the Evaluation Framework. Small-Business Perspective: Strategic Partner Assessment (SMEGiftBaskets). Big-Business Perspective: Strategic Partner Assessment (BBTelco). Are You Ready? 7. eBiz Rules!: Governance. Getting You Prepared. Defining The Horizon. Globalization. Statelessness. Role of Government, Private Sector, and Self-Governing Bodies. Economics. eBiz Readiness! Components for the Governance Stakeholder. Socioeconomics. Marketplace Rules. Privacy and Trust. Technology. Questions You May Want to Ask. Overall. Socioeconomics. Marketplace. Privacy and Trust. Technology. Using the Evaluation Framework. Big-Business Perspective: Governance Components Assessment (BBMusicOnline). Socioeconomics. Marketplace Rules. Privacy and Trust. Technology. Weighting Assignment. Overall Assessment. Small-Business Perspective: Governance Components Assessment (SMEFood). Socioeconomics. Marketplace Rules. Privacy and Trust. Technology. Weighting Assignment. Overall Assessment. Are You Ready? 8. Working for YOU: Agents. Getting You Prepared. Defining the Horizon. eBiz Readiness! Components for Agents. Research and Analysis. Content Management. Sales, Marketing, and Service. Community. Education and Entertainment. Questions You May Want to Ask. Overall. Research and Analysis. Content Management. Sales, Marketing, and Service. Community. Entertainment. Small-Business Perspective: Agent Assessment (SMETailor). Big-Business Perspective: Agent Assessment (BBFinance). Are You Ready? 9. Get Your Insides Working: Employee and Internal Operations. Getting You Prepared. Introducing the E-Business Insides: Operational Requirements. Defining the Horizon. E-Business and Enterprise Resource Planning. Customer Value Innovation. eBiz Readiness! Components for Internal Assessment. E-Culture. Productivity. Information Systems Infrastructure and Services. Questions You May Want to Ask. E-Culture. Productivity. Information Systems Infrastructure and Services. Small-Business Perspective: Internal Assessment (SMEHiTech). Overall Benchmark Score. Big-Business Perspective: Internal Assessment (BBEdu). Overall Benchmark Score. Are You Ready? 10. Strategic Planning: Attack and Defend. Getting You Prepared. Defining the Horizon. Strategies. E-Strategies. Core E-Business Competencies. Barriers to Successful E-Strategies: The Difficulty Index. Opportunities. What and Where. Risks. Extending the E-Business Stakeholder Model. Globalization. Industry-Level Modifications. The Challenge. Opportunity and Risk Assessment Questions. Insides Assessment Questions. Customer Stakeholder. Strategic Partner Stakeholder. Operational Partner Stakeholder. Community Stakeholder. Governance Stakeholder. Creating a Strategic Plan for Enabling E-Business: The E-Strategy. Small-Business Perspective: Planning (SMEVideoStore). Big-Business Perspective: Planning (BBTelco). Are You Ready? The Good Luck Story. 0201710064T04062001

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