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Customers.com Classic (English Edition)
 
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Customers.com Classic (English Edition) [Format Kindle]

Patricia B. Seybold , Ronni T. Marshak
4.5 étoiles sur 5  Voir tous les commentaires (2 commentaires client)

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Descriptions du produit

Présentation de l'éditeur

This is the ORIGINAL 1998 Customers.com which has become an Internet business classic. In the late 1990s, there was much confusion about what the right "Internet Strategy" should be. The research into the 16 case studies summarized in this book revealed the winning strategy: Use the Internet to "make it easy for customers to do business with you." That turned out to be valuable advice at the time. Don't read this book if you want the latest information on how to design your Web site or your social media strategy. DO read this book if you're interested in the HISTORY of how organizations learned how to do business on the Internet. This booked shaped the original e-business strategies of thousands of businesses around the world. Its 5 Critical Success Factors and 8 Steps to Success are still valid today as the basis for any (e-)business initiative.

Détails sur le produit

  • Format : Format Kindle
  • Taille du fichier : 1676 KB
  • Nombre de pages de l'édition imprimée : 485 pages
  • Editeur : Customers.com Press; Édition : 2 (28 août 2010)
  • Vendu par : Amazon Media EU S.à r.l.
  • Langue : Anglais
  • ASIN: B004183XEW
  • Synthèse vocale : Activée
  • X-Ray :
  • Word Wise: Activé
  • Moyenne des commentaires client : 4.5 étoiles sur 5  Voir tous les commentaires (2 commentaires client)
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Commentaires client les plus utiles
4.0 étoiles sur 5 Des principes encore vrais et qui restent à appliquer 18 octobre 2000
Format:Relié
Paru le 15 novembre 1998, ce livre a un peu vieilli : il est effet bâti autour de cas réels d'entreprises, ce qui permet de comprendre leur pratique dites "customer-centric" de cette époque.
Mais pour intéressant et parlant que ces exemples soient, ils ne sont que des illustrations de principes qui demeurent vrais. Le livre traite beaucoup de l'internet, mais pas seulement, car un client peut s'adresser à une entreprise par différents canaux. Or, c'est toujours le même client qui parle à la même entreprise, même si le médium change. Il faut donc le traiter de manière homogène.
Qui plus est, beaucoup d'entreprises françaises sont bien loin d'être au niveau où ces entreprises étaient il y a deux ans.
Par exemple, la restructuration de divers process autour de la notion de client et du fait qu'il faut tout faire pour que les clients "fassent leur boulot de clients" ("help your customers do their jobs" ou "self-service") est fondamentale : pour lui permettre d'aller plus vite dans son choix, il faut donner au consommateur toute l'information pertinente et personnalisée possible et lui faciliter le passage à l'action.
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5.0 étoiles sur 5 Une référence ! 6 septembre 2000
Format:Relié
Ce livre constitue une véritable référence pour tous ceux et celles qui désirent comprendre ce qu'est un vrai projet "e-business". Il décortique des cas d'école tels que dell.com ou cisco.com et montre l'influence d'un projet internet sur l'ensemble de l'entreprise. A LIRE IMPERATIVEMENT !
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Amazon.com: 3.8 étoiles sur 5  125 commentaires
45 internautes sur 45 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 It is all based on expectations. 20 février 2000
Par John van Rij - Publié sur Amazon.com
Format:Relié
This book has many good and bad reviews. It seems that you either like it or hate it. I believe that it all has to do with the expectations of the reader.
Customers.com is about the concept and relationships between E-commerce, business objectives, internal business procedures and customer/supplier relationship (all together: E-Business). I believe that Mrs. Seybold is doing an excellent job in analyzing implemented concepts, and explaining why they are important. The case studies are great examples for many executives who don't understand the technology, but like to focus on the business side of E-Commerce and E-Business. (Unlike the university teacher from LA, I believe that E-Commerce and E-Business are not the same.) This book will give the executive food for thought, and a starting point for discussing E-Business with their own staff and technical consultants.
It is also important to notice that this book is written in 1998. Around that time, hit counts were all that mattered, and the more visitors your site had, the better you were doing. Mrs. Seybold passed all that in her book, and focused on CRM, something that wasn't important then, but is huge right now. In 2000, everyone is talking about CRM, and it is a sin if you ignore it. Mrs. Seybold was ahead of her times, which proves her reputation.Customers.com is an excellent read, especially in 2000!
Don't read this book if you expect a manual on how to start your own E-Business. This book will not give you information on how to implement all the necessary technology; if you are just focused on the implemented Information Technology this book is not for you. The implemented technology is given to you in a quick 1 or 2 page(s) breakdown per case study. Customers.com will not tell you how to set up a Data Warehouse, or start Data Mining, however it will explain you how important it is and how the results of such are implemented.
A book that will discuss everything involved, in detail, has to have thousands of pages and does not exist.
36 internautes sur 39 ont trouvé ce commentaire utile 
2.0 étoiles sur 5 Complete waste of reading time! 19 janvier 2000
Par Un client - Publié sur Amazon.com
Format:Relié
If you never heard of the Internet, MAYBE this book would be helpful, but for most professionals who understand the dynamics of web strategy, this book is a complete waste of time. It is poorly written and presents arguments in a way that is not straighforward. In additional, the actual arguments are overly simplistic with no practical frameworks. If you want something that packs in a lot more practical knowledge in a concise way, check out "E-Business: Roadmap for Success"
30 internautes sur 32 ont trouvé ce commentaire utile 
1.0 étoiles sur 5 Too light, too thin 10 novembre 1999
Par goodeye - Publié sur Amazon.com
Format:Relié|Achat vérifié
This book is too thin and fluffy. I managed to get through a few chapters, skipped to the middle, and then gave up. It contains the same standard stories I hear about every day. If it wrapped up uncommon stories, even if they were common sense, it would have some value. Boil it down to a checklist for your operating officer and webmaster, and you'd have it all.
17 internautes sur 17 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Com: Dot or Not 29 décembre 1999
Par Robert Morris - Publié sur Amazon.com
Format:Cassette
Seybold examines "the best practices for electronic commerce and electronic business today on the Internet and beyond" to enable her reader to "walk behind the scenes at more than a dozen pioneering companies -- companies that have committed themselves to doing what it takes to make it easier for their customers to do business with them." I was fascinated by her "insider" information about e-commerce, of course, but also by the correlations she suggests between e-commerce strategies and strategies for marketing and sales unrelated to the WWW. The strategies are often quite similar...if not the same. For example, greeting visitors to a website shares much in common with greeting those who enter a retail establishment in a mall. In both situations, ease and convenience are critically important to attracting traffic; hospitality gives customers a feeling of being welcome, indeed appreciated. Obviously, the website is a unique environment within which to establish and nourish customer relationships but customers in any environment are still human beings with certain expectations, requirements, and sensitivities. Those now involved or about to become involved in e-commerce will learn a great deal from Seybold's book. I also recommend this book to everyone else for whom customer loyalty is also absolutely essential.
21 internautes sur 23 ont trouvé ce commentaire utile 
4.0 étoiles sur 5 Thoroughly enjoyable and informative! 17 décembre 1999
Par John Leo Mencias - Publié sur Amazon.com
Format:Relié
Despite the previous negative reviews, I must say that I thoroughly enjoyed reading this book. It takes a somewhat novel perspective on web technology by refocussing the reader on the raison d'etre of web technology itself: serving customers better. Ms Seybold puts web technology in its proper place from a manager's point of view: a means to an end. She drives her point home with numerous anecdotes and helpful advice. Her emphasis on fostering community on the web site to enhance the customer experience is revealing and refreshing. Having served as Customer Services Manager of a small utility company for 3 years, I can appreciate the importance of her customer-first, top-down, starting-from-the-outside-in approach to web design and development. Admittedly, a more indepth coverage of the underlying technologies used in the success stories covered would have been quite helpful. But the book delivers what it promises: it provides a framework for re-aligning organizational thinking along the proven lines of strategy before structure. After all, what's the use of having a web site that shows off the state of the art but forgot to leave room for the customer.
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