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Summary: "RIGHT TO THE HEART OF IT"
Review: No guesswork, no wading through pages of scripted theory,no relentlessly verbose 'technoid' vocabulary--Patricia Seybold cuts right to the chase. If you are a student researching Internet and business, a small or large business venturing into E-Commerce waters, a manufacturing General Manager, Marketing Manager, or a seasoned I/T professional looking for a fresh approach, read this book. Seybold cuts right to the heart of the strategic blueprint--customers. Best practices, security issues, business models, streamlining processes, without all the complicated mathematics are carefully plotted in the book. It's just pure common sense. I also bought the cassette tapes -- they're abridged so they're great to use for quick review and are very useful.
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Summary: Great Read
Review: I found the book to be very thought prevoking. Will help you to step back and review how you may be doing business today and what you need to change for the future. My perspective of Customer Service has changed since I read this book.
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Summary: Excellent Case study on E-commerce
Review: Great read. It's the "In Search Of Excellence" of e-commerce. I highly recommed it for anyone wishing to get an understanding of e-commerce and how it applies to their company or any company for that matter. If this book doesn't make you stop and think for a minute, I don't know what will.
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Summary: It is all based on expectations.
Review: 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.
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Summary: A practical guide for both sales, marketing and ITS managers
Review: This book is a practical reference for e-commerce but also for customer relationship management implementation. Shall satisfy sales, marketing and distribution managers, but most of all it is a book that should be read by a multifunctional team within a company. For ITS and/or intranet /extranet managers that have traditionaly focused the configuration of the information systems to financial control and manufacturing ressource planning it is a comprehensive picture of the customer orientation that needs to be implemented.
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Summary: Bell Atlantic a case study?
Review: The author's statement of "Bell Atlantic puts customer first..." sounds like a paid endorsement (pp.182). Normal consumer first hand experiences contradict this statement. Try ordering a ADSL line.
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Summary: EXCELLENT BASIL READER
Review: A "Must Read" for anyone thinking about or interested in starting up an e-commerce business. The ideas are smart, wholistic and exciting. The book outlines the key need to make the "Customer King" and just how to go about considering an organizational design to meet that very need. It has both strategy and common sense. Seybold's use of specific case study examples as well as day-to-day examples that the non-techology oriented individual can internalize makes this book a home run for those just getting started in the e-world community.
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Summary: Direct and Focused Advice for E-Commerce Strategies
Review: Customers.com provides specific, smart advice for any type of internet business. Her ability to focus on the most critical aspects of each example she discusses, and to provide guidelines based on these examples is very refreshing. There's no fluff here. This author makes points quickly and gets right to the heart of the matter. I recommend this book to anyone who wants advice about creating or sustaining any type of internet site.
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Summary: A Great eCommerce book!
Review: This is the best introduction to eCommerce I've read. If you are looking for a first (and good) approach to eCommerce, Read it!. Keep in mind that this is a Bussines book, hence you won't find there technical information about an 'eCommerce system implementetion'; but the tips there are very good to design it!.
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Summary: Complete waste of reading time!
Review: 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"
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