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The e-Commerce Book: Building the e-Empire

Steffano Korper, Juanita Ellis
Format
Book
Published
San Diego : Academic Press, c2001.
Edition
2nd ed
Language
English
ISBN
0124211615
Contents
  • 1. Setting the Vision 1
  • Market Predictions 1
  • Defining Vision 3
  • Traditional Business Vision vs. E-Vision 5
  • Rethink Your Revenue 6
  • Reengineer Your Business 8
  • Empower Your Customers 8
  • Capture Customer Service 10
  • Go Global 10
  • Business Model Basics 10
  • Consumer-to-Consumer 11
  • Business-to-Consumer 12
  • Business-to-Business 14
  • 2. Know Your Customers 21
  • Know Where to Start 22
  • Who Is on the Web? 23
  • Crayon Crawlers 24
  • Transient Teens 25
  • Baby Boomers Are Booming 27
  • Income, Race, and the Digital Divide 27
  • Gender Online 28
  • Geography Online 29
  • Speaking the Global Language 30
  • Web Gurus Are Already Global 32
  • Access Issues 35
  • Targeting the Best Shoppers 36
  • Give Them What They Want 37
  • 3. Marketing and Branding 41
  • Know What You're Up Against 42
  • Plan for Acquisition Costs 44
  • Search Engines and Directories 45
  • Search Engines 47
  • Directories 49
  • Advertising Banners 51
  • Online Classified Advertisements 54
  • Message Boards 54
  • E-Mail Newsletters 55
  • Links on Other Web Sites 57
  • Newsgroups 58
  • Discussion Lists 58
  • Traditional Media 59
  • Press Releases 60
  • Just Give It Away! 61
  • Branding for Success 62
  • Marketing and Advertising Agencies 63
  • 4. First Impressions May Be Everlasting 67
  • Focus on Essentials 69
  • Easy Is Everything: Use Wide, Consistent Site Design 70
  • Present Interior and Exterior Links Well 72
  • Reliability Counts 72
  • Tackle Your Overall Look 73
  • Use Graphics and Layouts Well 76
  • Keep Text Readable 77
  • Make Fonts Enhance a Site, Not Detract from It 78
  • Make Your Pages Easy to Skim and Revisit 78
  • Make Your Visitors Feel Confident 79
  • Use Your Resources: Professional Design Agencies 80
  • Revisit Your Vision Statement and Goals 82
  • 5. Keep Your Customers 83
  • Service with a Smile 84
  • Quality, Service, Cleanliness 88
  • Customer Is Always Right 91
  • Thank You, Please Come Again 92
  • An Ounce of Prevention 95
  • Be Neighborly: Chat and Discuss with Your Customers 96
  • Would You Like Fries with That? 97
  • Keep Your Hands above the Table 98
  • Personalize for Better Service 101
  • Customers Now Control the Relationship 102
  • 6. Fulfillment Channels That Work 103
  • Why Does Fulfillment Seem So Difficult Today? 104
  • Know Your Customers' Expectations 106
  • Know Your Shipping Options 108
  • Shipping and Your Bottom Line 110
  • Can Not Shipping Be an Option? 111
  • What Are My Other Business-to-Business Shipping Options? 112
  • Tackle Other E-Fulfillment Issues 114
  • Escrows 114
  • Credit Rating Companies 115
  • Engage New Technology 116
  • Find E-Fulfillment Solutions 116
  • E-Fulfillment Supply-Chain Management 118
  • Plan for Spikes 121
  • 7. Choose Your Payment Systems 125
  • Payment System Categories 126
  • Micropayments 128
  • Smart Cards 131
  • Electronic Billing 133
  • Credit Cards: Web Leaders in Payment Systems 134
  • Enable Electronic Payments 136
  • Electronic Wallet 136
  • Merchant Register 137
  • Internet Payment Service 137
  • Financial Institutions 138
  • Implementing Credit Card Verification 140
  • Ensure Online Transaction Security 140
  • Additional Security: The Secure Sockets Layer 142
  • Help Customers Trust You 143
  • 8. Know Your Infrastructure 147
  • Overview of Components 147
  • Web Clients 150
  • Web Server Software 150
  • Commerce Server Software 151
  • Selling Products 152
  • Selling Digital Content 152
  • Order Tracking 155
  • Customer Registration 156
  • Content Management 158
  • Connectivity Tools 159
  • Back-End Systems 159
  • Tuning and Load Balancing 161
  • Clustering 162
  • Replication 163
  • Routers 163
  • Network Architecture 164
  • Internet 165
  • Intranet 166
  • Extranet 166
  • Architecture Security 167
  • 9.i Selecting the Right Commerce Package 169
  • Determining Your Needs 170
  • What Products and Services Are You Providing on the Internet? 170
  • What Are Your Requirements? 172
  • What Does Your Current Technology Landscape Look Like? 172
  • When Do You Need Your Site Up and Running? 173
  • Who Are Your Competitors? 173
  • Evaluate Vendor Solutions 174
  • BroadVision 174
  • OpenMarket 176
  • Ariba and CommerceOne 178
  • ICat 180
  • MerchandiZer 181
  • IBM HomePage Creator 182
  • Platforms Supported and Integration Tools 184
  • Ease of Modifications and Extensions 185
  • Scalability 186
  • Partners 186
  • Customer Base 187
  • A Final Reminder before You Buy 188
  • 10. Secure Your Investment: Security Threats and Solutions 189
  • Network Threats 191
  • Port Entrance 191
  • Password Cracking 191
  • E-Mail Spoofing 192
  • Virus Intrusion 192
  • Other Hacker Attacks 193
  • Security Policies and Procedures 194
  • User-Based Security 194
  • Administrator-Based Security 195
  • Physical Server Security 196
  • Basic Operating System Security 196
  • Internet and Port Security 197
  • Security for Servers with Dial-In Access 198
  • Virus Protection Software Security 198
  • Commerce Application Security 198
  • Separating Your Net from the Net: Firewalls and Proxy Servers 199
  • Firewalls 199
  • Proxy Servers 201
  • Encryption 203
  • Symmetric Key Encryption 204
  • Asymmetric Key Encryption 204
  • Encryption and Decryption Algorithms 204
  • Pretty Good Privacy 205
  • Authentication and Access Control 206
  • Digital Signatures for Authentication 206
  • Viruses 207
  • Warning Signs 207
  • How a Virus Works 207
  • Keeping Them Out 208
  • Auditing an Attack 209
  • CERT 210
  • 11. Get Ready for Wireless! 211
  • From E-Commerce to M-Commerce 212
  • How Many Customers? How Soon Will This Happen? 213
  • Devices ... Now, Then, and in the Future 213
  • Mobile Phones and PDAs 215
  • What's Available Now in E-Commerce? 216
  • What Will Be on the Screen? 216
  • Wireless Portals 217
  • Who Are the Players? Carriers vs. Internet Service Providers 219
  • What Will Happen? 220
  • International Perspective 221
  • Customer Satisfaction 223
  • Wireless Internet Convergence: Merging Technologies 224
  • Advancing M-Commerce Applications 226
  • Case Study: Year 2005 228
  • Make Your Plans 228
  • Note to Readers 228
  • 12. Commit to Never-Ending Improvement 231
  • Dell Story 231
  • EBay Story 232
  • Amazon Story 233
  • JCPenney Story 233
  • Bid.com Story 234
  • Research the Trends 236
  • Invest in Change That Improves Access to Your Goods and Services 238
  • Invest in Change That Adds Value to Your Goods and Services 238
  • Create Barriers to Entry for Subsequent Competitors 238
  • Network! 238.
Description
xiv, 248 p. : ill. ; 24 cm.
Notes
Includes index.
Technical Details
  • Access in Virgo Classic
  • Staff View

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    g| 1. t| Setting the Vision g| 1 -- t| Market Predictions g| 1 -- t| Defining Vision g| 3 -- t| Traditional Business Vision vs. E-Vision g| 5 -- t| Rethink Your Revenue g| 6 -- t| Reengineer Your Business g| 8 -- t| Empower Your Customers g| 8 -- t| Capture Customer Service g| 10 -- t| Go Global g| 10 -- t| Business Model Basics g| 10 -- t| Consumer-to-Consumer g| 11 -- t| Business-to-Consumer g| 12 -- t| Business-to-Business g| 14 -- g| 2. t| Know Your Customers g| 21 -- t| Know Where to Start g| 22 -- t| Who Is on the Web? g| 23 -- t| Crayon Crawlers g| 24 -- t| Transient Teens g| 25 -- t| Baby Boomers Are Booming g| 27 -- t| Income, Race, and the Digital Divide g| 27 -- t| Gender Online g| 28 -- t| Geography Online g| 29 -- t| Speaking the Global Language g| 30 -- t| Web Gurus Are Already Global g| 32 -- t| Access Issues g| 35 -- t| Targeting the Best Shoppers g| 36 -- t| Give Them What They Want g| 37 -- g| 3. t| Marketing and Branding g| 41 -- t| Know What You're Up Against g| 42 -- t| Plan for Acquisition Costs g| 44 -- t| Search Engines and Directories g| 45 -- t| Search Engines g| 47 -- t| Directories g| 49 -- t| Advertising Banners g| 51 -- t| Online Classified Advertisements g| 54 -- t| Message Boards g| 54 -- t| E-Mail Newsletters g| 55 -- t| Links on Other Web Sites g| 57 -- t| Newsgroups g| 58 -- t| Discussion Lists g| 58 -- t| Traditional Media g| 59 -- t| Press Releases g| 60 -- t| Just Give It Away! g| 61 -- t| Branding for Success g| 62 -- t| Marketing and Advertising Agencies g| 63 -- g| 4. t| First Impressions May Be Everlasting g| 67 -- t| Focus on Essentials g| 69 -- t| Easy Is Everything: Use Wide, Consistent Site Design g| 70 -- t| Present Interior and Exterior Links Well g| 72 -- t| Reliability Counts g| 72 -- t| Tackle Your Overall Look g| 73 -- t| Use Graphics and Layouts Well g| 76 -- t| Keep Text Readable g| 77 -- t| Make Fonts Enhance a Site, Not Detract from It g| 78 -- t| Make Your Pages Easy to Skim and Revisit g| 78 -- t| Make Your Visitors Feel Confident g| 79 -- t| Use Your Resources: Professional Design Agencies g| 80 -- t| Revisit Your Vision Statement and Goals g| 82 -- g| 5. t| Keep Your Customers g| 83 -- t| Service with a Smile g| 84 -- t| Quality, Service, Cleanliness g| 88 -- t| Customer Is Always Right g| 91 -- t| Thank You, Please Come Again g| 92 -- t| An Ounce of Prevention g| 95 -- t| Be Neighborly: Chat and Discuss with Your Customers g| 96 -- t| Would You Like Fries with That? g| 97 -- t| Keep Your Hands above the Table g| 98 -- t| Personalize for Better Service g| 101 -- t| Customers Now Control the Relationship g| 102 -- g| 6. t| Fulfillment Channels That Work g| 103 -- t| Why Does Fulfillment Seem So Difficult Today? g| 104 -- t| Know Your Customers' Expectations g| 106 -- t| Know Your Shipping Options g| 108 -- t| Shipping and Your Bottom Line g| 110 -- t| Can Not Shipping Be an Option? g| 111 -- t| What Are My Other Business-to-Business Shipping Options? g| 112 -- t| Tackle Other E-Fulfillment Issues g| 114 -- t| Escrows g| 114 -- t| Credit Rating Companies g| 115 -- t| Engage New Technology g| 116 -- t| Find E-Fulfillment Solutions g| 116 -- t| E-Fulfillment Supply-Chain Management g| 118 -- t| Plan for Spikes g| 121 -- g| 7. t| Choose Your Payment Systems g| 125 -- t| Payment System Categories g| 126 -- t| Micropayments g| 128 -- t| Smart Cards g| 131 -- t| Electronic Billing g| 133 -- t| Credit Cards: Web Leaders in Payment Systems g| 134 -- t| Enable Electronic Payments g| 136 -- t| Electronic Wallet g| 136 -- t| Merchant Register g| 137 -- t| Internet Payment Service g| 137 -- t| Financial Institutions g| 138 -- t| Implementing Credit Card Verification g| 140 -- t| Ensure Online Transaction Security g| 140 -- t| Additional Security: The Secure Sockets Layer g| 142 -- t| Help Customers Trust You g| 143 -- g| 8. t| Know Your Infrastructure g| 147 -- t| Overview of Components g| 147 -- t| Web Clients g| 150 -- t| Web Server Software g| 150 -- t| Commerce Server Software g| 151 -- t| Selling Products g| 152 -- t| Selling Digital Content g| 152 -- t| Order Tracking g| 155 -- t| Customer Registration g| 156 -- t| Content Management g| 158 -- t| Connectivity Tools g| 159 -- t| Back-End Systems g| 159 -- t| Tuning and Load Balancing g| 161 -- t| Clustering g| 162 -- t| Replication g| 163 -- t| Routers g| 163 -- t| Network Architecture g| 164 -- t| Internet g| 165 -- t| Intranet g| 166 -- t| Extranet g| 166 -- t| Architecture Security g| 167 -- g| 9.i t| Selecting the Right Commerce Package g| 169 -- t| Determining Your Needs g| 170 -- t| What Products and Services Are You Providing on the Internet? g| 170 -- t| What Are Your Requirements? g| 172 -- t| What Does Your Current Technology Landscape Look Like? g| 172 -- t| When Do You Need Your Site Up and Running? g| 173 -- t| Who Are Your Competitors? g| 173 -- t| Evaluate Vendor Solutions g| 174 -- t| BroadVision g| 174 -- t| OpenMarket g| 176 -- t| Ariba and CommerceOne g| 178 -- t| ICat g| 180 -- t| MerchandiZer g| 181 -- t| IBM HomePage Creator g| 182 -- t| Platforms Supported and Integration Tools g| 184 -- t| Ease of Modifications and Extensions g| 185 -- t| Scalability g| 186 -- t| Partners g| 186 -- t| Customer Base g| 187 -- t| A Final Reminder before You Buy g| 188 -- g| 10. t| Secure Your Investment: Security Threats and Solutions g| 189 -- t| Network Threats g| 191 -- t| Port Entrance g| 191 -- t| Password Cracking g| 191 -- t| E-Mail Spoofing g| 192 -- t| Virus Intrusion g| 192 -- t| Other Hacker Attacks g| 193 -- t| Security Policies and Procedures g| 194 -- t| User-Based Security g| 194 -- t| Administrator-Based Security g| 195 -- t| Physical Server Security g| 196 -- t| Basic Operating System Security g| 196 -- t| Internet and Port Security g| 197 -- t| Security for Servers with Dial-In Access g| 198 -- t| Virus Protection Software Security g| 198 -- t| Commerce Application Security g| 198 -- t| Separating Your Net from the Net: Firewalls and Proxy Servers g| 199 -- t| Firewalls g| 199 -- t| Proxy Servers g| 201 -- t| Encryption g| 203 -- t| Symmetric Key Encryption g| 204 -- t| Asymmetric Key Encryption g| 204 -- t| Encryption and Decryption Algorithms g| 204 -- t| Pretty Good Privacy g| 205 -- t| Authentication and Access Control g| 206 -- t| Digital Signatures for Authentication g| 206 -- t| Viruses g| 207 -- t| Warning Signs g| 207 -- t| How a Virus Works g| 207 -- t| Keeping Them Out g| 208 -- t| Auditing an Attack g| 209 -- t| CERT g| 210 -- g| 11. t| Get Ready for Wireless! g| 211 -- t| From E-Commerce to M-Commerce g| 212 -- t| How Many Customers? How Soon Will This Happen? g| 213 -- t| Devices ... Now, Then, and in the Future g| 213 -- t| Mobile Phones and PDAs g| 215 -- t| What's Available Now in E-Commerce? g| 216 -- t| What Will Be on the Screen? g| 216 -- t| Wireless Portals g| 217 -- t| Who Are the Players? Carriers vs. Internet Service Providers g| 219 -- t| What Will Happen? g| 220 -- t| International Perspective g| 221 -- t| Customer Satisfaction g| 223 -- t| Wireless Internet Convergence: Merging Technologies g| 224 -- t| Advancing M-Commerce Applications g| 226 -- t| Case Study: Year 2005 g| 228 -- t| Make Your Plans g| 228 -- t| Note to Readers g| 228 -- g| 12. t| Commit to Never-Ending Improvement g| 231 -- t| Dell Story g| 231 -- t| EBay Story g| 232 -- t| Amazon Story g| 233 -- t| JCPenney Story g| 233 -- t| Bid.com Story g| 234 -- t| Research the Trends g| 236 -- t| Invest in Change That Improves Access to Your Goods and Services g| 238 -- t| Invest in Change That Adds Value to Your Goods and Services g| 238 -- t| Create Barriers to Entry for Subsequent Competitors g| 238 -- t| Network! g| 238.
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