E-commerce Logistics and Fulfillment : Delivering the Goods /
Bayles, Deborah L.
E-commerce Logistics and Fulfillment : Delivering the Goods / Deborah L. Bayles. - Upper Saddle River, NJ : Prentice Hall, c2000. - xviii, 348 p. : ill. ; 24 cm.
Includes bibliographical references and index.
$a Preface. Introduction. Audience. The Organization of This Book. Contact Information. Acknowledgments. 1. The Next Big Challengein Electronic Commerce. The E-Logistics Landscape. Where Will You Play? What Business Are You In? Integrating with Inventory and Fulfillment. Providing Customer Service. Four Customer Service Needs. Measuring Success. Developing the Customer Relationship. Branding, Launching, and Promoting Your Site. Resources. 2. Building an E-Commerce Infrastructure. Important Rules and Regulations. Protecting Consumers' Privacy Online. The Children's Online Privacy Protection Rule. Project TooLate.com: A Real-Life Horror Story. Defining Your Business Processes. Resources. 3. Benefits Versus Costs: The Real Costs Surrounding the Buy Button. Some Basic Methods for Measuring Financial Value of the E-Business Proposal. E-Business Cost Reduction Potential. Costs of Acquiring Customers vs Retaining Them. Cost Savings. Reductions in Cost of Supply and Cost of Sales. Costs of an E-Business Site. Choosing a Project to Demonstrate ROI. Sample ROI Calculation Worksheets. Resources. 4. Payment Processing, Fraud, and Other Taxing Issues. Who's Who and What They Do in Credit Card Processing. The Unique Challenges of Internet Merchants. Serious Stuff. Internet Fraud. Internet Taxation. Resources. 5. Customer Service. Chasing Empty Shopping Carts. Customer Service Creates Customer Loyalty. Multiple Contact Points. Customer Self-Service. From Call Centers to Contact Centers to Commerce Centers. Customer Relationship Management Systems. Web-Enabling the Call Center. Call-Enabling the Web Center. Resources. 6. Ship Happens. How to Offer Free Shipping. How E-Commerce Is Changing Transportation and Logistics. The Big Home Run. Online Shipping Tools for E-Commerce Sites. Resources. 7. Achieving True Fulfillment. Offline Retail Fulfillment Models. Online Fulfillment Models. E-Fulfillment Processes. Resources. 8. Gl
$a Payment processing, order fulfillment, product delivery, and other back-end logistics represent the messiest parts of e-Commerce -- but they are also the most crucial challenges in building customer satisfaction and customer loyalty. In this book, one of the world's leading e-Business logistics experts covers every element of back-end logistics, delivering unprecedented insight for decision-making -- and practical techniques that work. Discover world-class solutions for end-to-end logistics: providing order visibility and service continuity from the buy button to the final destination. Learn today's best practices for order processing and customization, payment processing, handling taxation, shipping, tracking, handling customer inquiries, accounting and inventory control, as well as the unique reverse logistics associated with product returns. E-Commerce Logistics and E-Fulfillment includes a complete chapter on global logistics; another on implementing back-end databases; and another on testing, implementation, and rollout. It also presents detailed, real-world case studies from the author's extensive consulting experience.
0130303283 8178082888 (pbk.)
Electronic commerce.
Business logistics--Automation.
HF5548.32 / .B39 2000
E-commerce Logistics and Fulfillment : Delivering the Goods / Deborah L. Bayles. - Upper Saddle River, NJ : Prentice Hall, c2000. - xviii, 348 p. : ill. ; 24 cm.
Includes bibliographical references and index.
$a Preface. Introduction. Audience. The Organization of This Book. Contact Information. Acknowledgments. 1. The Next Big Challengein Electronic Commerce. The E-Logistics Landscape. Where Will You Play? What Business Are You In? Integrating with Inventory and Fulfillment. Providing Customer Service. Four Customer Service Needs. Measuring Success. Developing the Customer Relationship. Branding, Launching, and Promoting Your Site. Resources. 2. Building an E-Commerce Infrastructure. Important Rules and Regulations. Protecting Consumers' Privacy Online. The Children's Online Privacy Protection Rule. Project TooLate.com: A Real-Life Horror Story. Defining Your Business Processes. Resources. 3. Benefits Versus Costs: The Real Costs Surrounding the Buy Button. Some Basic Methods for Measuring Financial Value of the E-Business Proposal. E-Business Cost Reduction Potential. Costs of Acquiring Customers vs Retaining Them. Cost Savings. Reductions in Cost of Supply and Cost of Sales. Costs of an E-Business Site. Choosing a Project to Demonstrate ROI. Sample ROI Calculation Worksheets. Resources. 4. Payment Processing, Fraud, and Other Taxing Issues. Who's Who and What They Do in Credit Card Processing. The Unique Challenges of Internet Merchants. Serious Stuff. Internet Fraud. Internet Taxation. Resources. 5. Customer Service. Chasing Empty Shopping Carts. Customer Service Creates Customer Loyalty. Multiple Contact Points. Customer Self-Service. From Call Centers to Contact Centers to Commerce Centers. Customer Relationship Management Systems. Web-Enabling the Call Center. Call-Enabling the Web Center. Resources. 6. Ship Happens. How to Offer Free Shipping. How E-Commerce Is Changing Transportation and Logistics. The Big Home Run. Online Shipping Tools for E-Commerce Sites. Resources. 7. Achieving True Fulfillment. Offline Retail Fulfillment Models. Online Fulfillment Models. E-Fulfillment Processes. Resources. 8. Gl
$a Payment processing, order fulfillment, product delivery, and other back-end logistics represent the messiest parts of e-Commerce -- but they are also the most crucial challenges in building customer satisfaction and customer loyalty. In this book, one of the world's leading e-Business logistics experts covers every element of back-end logistics, delivering unprecedented insight for decision-making -- and practical techniques that work. Discover world-class solutions for end-to-end logistics: providing order visibility and service continuity from the buy button to the final destination. Learn today's best practices for order processing and customization, payment processing, handling taxation, shipping, tracking, handling customer inquiries, accounting and inventory control, as well as the unique reverse logistics associated with product returns. E-Commerce Logistics and E-Fulfillment includes a complete chapter on global logistics; another on implementing back-end databases; and another on testing, implementation, and rollout. It also presents detailed, real-world case studies from the author's extensive consulting experience.
0130303283 8178082888 (pbk.)
Electronic commerce.
Business logistics--Automation.
HF5548.32 / .B39 2000