over 25,000 copies. Now, this fully updated new edition covers all the latest developments in e-commerce technology, strategy, and business planning.
Featuring 100 questions, the book addresses each one in a unique three-tier format: a quick overview answers the question directly, bullet points provide
crystal-clear examples, and "Tell Me More" covers how the subject applies in actual business settings.
Business managers, IT professionals, and executives exploring or refining e-commerce models will find no-nonsense answers to questions like:
* What are portals and how are they evolving?
* What is the difference between e-commerce and e-business?
* What are e-learning, P2P, ASPs, and KM?
* What is XML, and how does it apply in e-commerce?
Both an overview and an easy-access pocket reference, the updated E-Commerce Question and Answer Book is a tool no business professional
should be without.
Author Biography: Anita Rosen (Mountain View, CA) is an international consultant on e-commerce, project management, and product marketing.
|Edition description:||2 ED|
|Product dimensions:||8.08(w) x 7.94(h) x 0.69(d)|
Read an Excerpt
Chapter 4: Creating E-Commerce ServicesHow do you create an e-commerce fulfillment policy?
Part of developing an e-commerce site is creating and communicating policies:
- Online flow detailing what will happen when customers purchase the product
- E-mail invoice confirmation after they purchase a product
Tell Me More
Many Internet novices think that once they enter a secure server, they have no choice but to purchase the product. You should clearly state that a transaction can be canceled at any time before the visitor clicks on the "purchase" button on your online purchasing site.
Online purchasing flowchart-A simple flowchart detailing what will happen when visitors enter your secure server will alleviate many of their concerns. An example of a purchasing process description is:
- Choose the product and press "purchase."
- This will automatically take you to our secure server where the purchase will be carried out.
- Fill out the customer information form on the secure server.
- Enter your credit card number.
- Click on the "purchase" button to purchase the product (this executes your purchase).
- You will get a screen with a listing of the transaction, telling you the transaction was successful. You will also receive an e-mail invoice.
- Your selection will be shipped to you in three to six working days. Once your product is shipped, you will receive a second e-mail providing you with a shipping tracing number.
- You can change your mind at any point in the purchase cycle before step five.
After your customer purchases a product or service from you, she should be taken to a click-through screen.A click-through screen is a screen that displays information and needs to be clicked on to move the customer to another screen. The click-through screen should thank your customer for her business, telling her the transaction was a success and providing her with a summary of the transaction.
Confirmation e-mail-You should automatically send your customer an e-mail confirming her purchase, detailing the products she has ordered and the price she has paid, listing the expected shipment date, and providing a hyperlink to a support web page on your web site.
Some useful items on the confirmation e-mail receipt include:
- Name of person ordering the product
- Ship-to address
- Transaction number
- Quantity and product ordered in clear language (don't use internal abbreviations)
- Price paid including tax, shipping, and handling
- A hyperlink web page the person can access if she has any questions
- Expected shipment /arrival date (e.g., product will be shipped within three working days)
- Return and cancellation policy
- A sentence asking the person to review the transaction to make sure all the information is correct
Once your customer has completed her online purchasing transaction, you will need to decide where in your site you want to send her. You can place your customer back on your web site's home page, on your product home page, or on a page with add-on specials. You need to direct your customer to an appropriate location, since you want to retain customers after transactions are made. Ask your salespeople what questions customers have after they purchase a product. Navigate online customers to a page that addresses those types of questions. If your customers experience buyer's remorse, navigate them to a page of customer testimonials. Alternatively, if customers are looking for add-ons to your product, navigate them to a product page detailing add-ons...
Table of Contents1. eBusiness Definitions
2. Strategies for Becoming an eBusiness
3. Building your eBusiness Plan
4. Web Technologies
5. Online Purchasing Technologies
6. Choosing the Right Hosting Partner
7. Creating eServices
8. What Makes a Good Site
9. Marketing eProducts and eServices