There are eight factors critical to every company’s success in increasing its customers’ lifetime value. We identified these critical success factors in our research into what makes companies successful on the Web, but the same factors are applicable for any customer-facing technology initiative(s).

The rest of the book is organized around a set of critical success factors we gleaned from studying the best practices of over 40 companies.

They are:

Target the right customers.
Own the customer’s total experience.
Streamline business processes that impact the customer.
Provide a 360° view of the customer relationship.
Let customers help themselves.
Help customers do their jobs.
Deliver personalized service.
Foster community.

8.13.2 The Five Steps to Success in Electronic Commerce

The Book http://www.customers.com/book/eightfactors.html

Each of these steps has its own explanatory chapter. In each, you’ll gain a good overview of how to think about your customers, your business, your information technology initiatives, and even, your accounting systems.

1.Make it easy for customers to do business with you.2.Focus on the end customer for your products and services.3.Redesign your customer-facing processes from the end customer’s point of view.4.Wire your company for profit: Design a comprehensive, evolving electronic commerce architecture.5.Foster customer loyalty, the key to profitability in electronic commerce.

8.13.3 Tips for Successfully Managing E-Business Data

http://www.psgroup.com/doc/products/1999/6/PSGP6-24-99IA/PSGP6-24-99IA.asp

By Lynne Harvey

Start with the Big Picture.
Determine What Metrics Are Important for Each Group in Your Organization.
Create an E-Business Data Analysis Team.
Make E-Business Metrics Applicable to Other Customer Touchpoint Channels.
Make the Data and the Reports Accessible.
Provide Self-Service Querying and Reports.
Plan to Integrate and Customize Your Data Analysis Tools.
Provide Closed-Loop Reporting Processes for Marketing and Sales.
Provide a Flexible Archiving Solution.
Data Analysis Is an Iterative Process.

8.13.4 Criteria for Success Ronni Marshak October 8, 1999

http://www.psgroup.com/services/customersdotcom.html

The Patricia Seybold Group is embarking on a Customers.com(r) Holiday E-Tailing Challenge to determine excellence in online holiday shopping. The criteria are presented in this article.

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Kunnskapskilden

Kunnskapskilden – Internet Marketing Intelligence

Kunnskapskilden – Internet Marketing Intelligence Internet Situational Analysis of 1to1 Marketing/CRM

Research Project: Internet Situational Analysis of 1to1 Marketing/CRM from Jan Vig at Griffith University , Australia 1999/2000

Content

Chapter 8

Critical Sucess Factors

8.13.1 The Eight Critical Success Factors for E-Business

8.13.2 The Five Steps to Success in Electronic Commerce

8.13.3 Tips for Successfully Managing E-Business Data

8.13.4 Criteria for Success Ronni Marshak October 8, 1999

8.13

The Patricia Seybold Group

Research Project: Internet Situational Analysis of 1to1 Marketing/CRM from Jan Vig at Griffith University , Australia 1999/2000

8.13.1 The Eight Critical Success Factors for E-Business

8.13.2 The Five Steps to Success in Electronic Commerce

8.13.3 Tips for Successfully Managing E-Business Data

8.13.4 Criteria for Success Ronni Marshak October 8, 1999

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Kunnskapskilden – Internet Marketing Intelligence
Internet Situational Analysis of 1to1 Marketing/CRM