After 2 years of economic doldrums the "revolution" of the internet is all but dead and buried. But the reality is more than $10billion is being spent on retail online every quarter and it's growing faster than off-line retail.
Therefore understanding the broader implications of change in consumer mentality is crucial to success. This book does a very good job of laying out how consumer thinking has changed and how we in the business of selling things to consumers have to change as well.
The book could be better written and better organized and at times gets a bit repetitive but overall its worth the read.

By the way, see Michael Hammer's The Agenda for other critical issues that business needs to address in the next 10 years.

In terms of information distribution, the "net" is the greatest leap forward since the advent of the printing press. Every aspect of business is affected by this new technology. The authors help you to wade through these myriad influences to get a good understanding of the big picture, as well as the details.

This book is a great resource on why and how businesses should use online community.

The authors outline the twelve principles for building community which provide a terrific foundation to understanding how people interact. The book includes many examples of best practices from companies across a variety of industries, from cosmetics to software.

Anyone needing to justify how an online community contributes to the bottom line will love Chapter 7. The authors include a full page chart on pg. 169 that breaks out how a community can contribute to customer loyalty, revenue, and lowering operational expenses.

A must-read if you are even considering creating an online community!

There is a growing body of knowledge on how an ebusiness (or any business online) can be a success (profit wise) on the Internet.
More and more successfull ebusinesses are taking advantage of the relationship between community & commerce. This book describes the relationship and why there are real strong business benefits to be obtained for designing community around any commercial website.
The are a number of benefits for combining community & commerce together. The authors point out increased customer loyalty, lower operational (support) expenses and an increase in direct revenue.
The authors provide examples of websites designed that take advantage of the relationship of community & commerce: ... A two page chart of all customer community pioneers is provided which ranks each site according to the 12 principles of successful community building. These 12 principles are:

1. have a clear purpose for the virtual community (vc)
2. Allow members to be able to identify each other
3. Allow for reputation to arise in the vc
4. Create a system of governance in the vc
5. Allow for communication between members
6. Allow for groups to form in the vc (smaller vc's)
7. Create an environment for members to talk
8. Create boundaries for the vc
9. Create a system of trust
10. Allow for exchange of knowledge & experience
11. Allow community to have character
12. Allow vc to have history.

In the book community is not seen as isolated from commerce rather as an integrated part towards providing increased knowledge for customers and increased revenue for an online business - in other words customers and the business collectively benefit.

The authors also draw on research from ... which supports the relationship of community & commerce online.

I really enjoyed reading this book.
Clear, precise and direct.
Valid discussion of linked topics and
operational description of CCR approach.
This book helps to run a reframing project in my company.
For consultants this book should be a must....
as most of them still stick to BPR.

An inspiring and well written management book providing a modul-driven approach on how to reframe all kinds of internet-based solutions, that are not delivering their payback.

The book provides the reader with relevant details on different management concepts, such as Total Quality Management, Operations Research, Bus. Process Reengineering, evaluates these methods re. their weaknesses in today's business environment which bottom-line facilitates the understanding, why a shift towards new stuff such as CCR is vital for future business success.

I do not consider CCR as the one way of solving problems, but appreciate the authors delivering a critical, hands-on book with evidence and cases, what someone or a company could do, to solve the problems caused by the internet-hype and all the "eBusiness" consultants.

This is the first book that truly explains all about cyberlaw, It's easy to read and very educational, doesnt matter if your not that good with the internet you'll still enjoy reading this book that gives you all the information you need on cyberlaw, gives many cases as examples, and explains abrevations! I would recomend this book to anyone trying to understand what really go's on in the law of the world wide web.

An very updated text. Concise, precise and well presented. There is no bored and extensive dissertations about what should be the law of internet. This is a pragmatic view. Every topic is well documented and comes with several sugested sites to visit for reference or aditional information. Be aware this is an American Legal System analisys, it does not explores civil law implications. Useful for beginners and advanced legal professionals working in the web industry.

Two knowledgable authors gave in-depth treatments on the subject of DCM. The math is fairly easy to follow in most places. The biggest strength is a nice combination of theoretical and practical issues. The readers however should be benefitted from a new edition, which should include, among other things, extended exposures on ordered responses and grouped/aggregated data analyses with DCM. An introduction to the existing software and relevant issues should also be a plus.

This book is intended for serious graduate students who wish to learn demand analysis. This book is used as a text for the demand analysis course at MIT for 1st/2nd year grad students. Rigorous statistical and econometric background is a must preparation for this book. Includes very crisp and elegant proofs and dicussion. Impressive methodological treatment for demand analysis. Although all examples are drawn from the Transportation field, the content can easily be implemented for Marketing Science and other fields.

This book covers all of the key points and provides some excellent topics to include in a corporate e-policy. The goal of this book is to aid you in developing a policy that will provide clear, enforceable guidelines to your employees in the acceptable use of the Internet and electronic mail, and to protect your company's image.

It starts out with a well developed approach to assessing your current situation with respect to Internet and software usage, and provides a handy list of questions to aid in this task. The key objective is to discover your company's exposures and what abuse of systems or services [if any] need to be immediately addressed by the policy.

In order to fully understand the results of your assessment and how they relate to risks and exposures, the author provides fundamentals of "cyberlaw" and general security concerns that will indicate, roughly, the degree of risk your company faces. These are important considerations for tailoring an e-policy to which your employees can relate. I liked the chapter on cyber insurance products and how they can be used to transfer some of the inherent risks to an underwriter. I didn't even know such policies existed. The author also addresses software piracy, which can be a big issue because the world wide web has many sources for pirated software (commonly called "Warez"). It goes without saying that pirated software can expose your company to legal headaches and expenses, not to mention technical headaches and lost productivity that will occur if that stolen software also comes with a virus attached.

The book then shows you how to develop an e-policy that is based on your assessment results, and the issues previously discussed in the book. What is valuable here is that the author provides a list of all elements that need to be included in the policy. Moreover the next chapters provide additional material that will prove to be invaluable in preparing your company for the policy. For example, there is a "Netiquette" primer for employees, on-line writing guidelines, and advice on training your employees. The training aspect of implementing an e-policy is especially important because many employees have home computers and are experienced Internet users. They might consider themselves to be experts and may resent being "constrained" by a policy that dictates how they use the Internet at work. Educating them and getting their "buy-in" is essential, and the author provides some effective ways to get that "buy-in".

I found the sample policies in the appendices to be particularly valuable to use as guidelines for drafting a clearly-worded policy that covers all key elements. The applicable laws cited in the appendices were also valuable because they indicate the many sources of legal risks (and protection) that touch an e-policy.

This book provides an excellent starting point for developing an effective e-policy that can be closely tailored to your company and "sold" to your employees. Its clear writing, completeness and sensible advice earn it 5 stars. I will offer one caveat: any e-policy developed based on this book or any other should not be issued until it has been carefully reviewed by legal counsel. I am not an attorney (I am a computer consultant by profession), however, I do know that such a policy touches so many aspects of privacy and employment law that you may put your company at greater risk by implementing a policy that has not been reviewed by qualified legal counsel than by having no policy at all.

This key to designing and implementing email and software policies in a company structure provides business owners and managers with important information on how to produce clear policies which regulate computer use. From workplace piracy to e-theft insurance, Nancy Flynn's The ePolicy Handbook covers a wide range of topics and concerns.

With his book, Professor Kleindl has done a great thing for new aspirants using the new technologies for marketing as well as for those who have been pioneers on the frontier. Those just getting started couldn't find a better reference for composing their own framework and infrastructure. Practitioners will get a meaningful refresher for advancing their own progress. From time to time, it helps to return to the basics, and this book provides that point of contact. If you are doing business on the web, or you want to, this book is a tremendous tool.

As a student of Dr. Kleindl's, and an advisee who has now gone on and graduated from college to become a part of the marketing world. I find this book to be my vision in the crazy day to day happenings of marketing that never seem to stop changing. I've used Dr. Kleindl's words and ideas to keep my business and strategic focus looking forward and beyond the current market. It is the reference that has established my basis in understanding where sales, products, advertising, service and the structure of e-marketing are all going to be one day. E-marketing is not an accesory to business, but the way in which business and marketing will have to be done. As the web and e-business evolve into being the most efficient and effective way for companies to operate, it will be imperative that companies embrace its practices. It is one thing that Dr. Kleindl has spent obvious hours upon hours researching in detail for this book, understanding where the world of e-business is going. It is another to be able to explain and convey his thoughts as brilliantly as he has done.

This books covered almost all apsects of retail management (not necessarily e-tail only). The author also provides many exercise/examples, plus one CD-ROM which contains many useful tables. The approach is clear and extensive. The only drawback (or characteristic) is too basic. So if you're looking for more advanced topics, or ways to improve your current operation, you'd better get another book.

Recommend to new retail manager/students.

I read a lot of e-tail books and "e-Merchant: Retail strategies for e-commerce" is the best one I've read this year. This book doesn't has many "E-related" stuff, instead of that, the authors provide a step-by-step methodologies to explain how to build a successful e-retailer from strategy to implementation. For examply, the book provides the useful concepts about merchandising, inventory management, vendor relations, pricing, promotions and case studies that you'll need, it also included a useful CD-ROM with some useful tables.

Structured as a series of interviews with the key players behind TAC Web: -- the senior director, project managers, technical writers, and site manager - the book is laced with e-support terminology as well as high-tech colloquialisms (e.g., bleeding edge appears frequently). The interviews themselves convey a sense of intimacy; you feel as if you're sitting in a meeting with all of Cisco's e-Support teams, getting an interior view of how their organization is structured and what methods they use. For example, you learn that Cisco has dedicated technical writers within the support teams to transform customer issues into meaningful support content. Also, a bonus of the interview format is that it allowed the book's designer to leverage white space effectively, alleviating the feeling of density that sometimes characterizes a text-heavy book.

The target audience for this book is CEOs and Senior VPs seeking to either implement an e-Support solution or improve an existing one. Of particular interest to these execs is the chapter on metrics, which provides graphics and sample charts showing the kinds of metrics Cisco relies on. (Walker Information regularly surveys Cisco customers regarding the TAC Web site content). It examines the greatest challenges involved in acting on these metrics, as well as what metrics are meaningful and where they come from. For example, Cisco measures what technical articles customers access most frequently so that their tech support team can proactively get that information to customers in a more direct form - either via e-mail messages or by making the content more visible on the TAC Web. Cisco also measures customer satisfaction with the technical content on the Web site, so that they can improve its effectiveness and accessibility..

As for the book itself, it has one big weakness: It is not a blueprint. Although it provides a useful peek inside a successful e-Support implementation, it does not offer a step-by-step method for creating a comparable system for your company or for "saving millions" with your own e-Support solution. The authors could have done a better job of setting appropriate expectations in an Introduction explaining the book's scope and goals or by writing a Conclusion that summed up the interviews. Also, they really don't talk about how the Cisco e-Support model might translate to other companies. Will it scale down for companies that don't have the resources to assemble a marketing team devoted exclusively to e-Support or a team of writers and editors to gather and shape content from support engineers?

Collaboratively written by Cisco experts Andrew Connan and Vincent Russell, E-Support: How Cisco Systems Saves Millions While Improving Customer Support is an intrinsically fascinating, informed and informative presentation of the E-support system -- a self-service, web-based means of providing help and support to customers that is much less costly than traditional telephone-based support services. A thorough and "reader friendly" guide to what e-support is, and how it can benefit the conduct of business (especially focusing upon the e-support network created by Cisco Systems), E-Support is very highly recommended reading and directly applicable to understanding and developing an e-support corporate marketing strategy.

We have a small retail business in Vermont and I am no computer genius. This book was very helpful as we put together our first ecommerce site. Some of the links are outdated, but the business advice is especially good, and the book is well organized and easy to read. We are actually making money at our internet site!! I never would have thought.

When I first came across this book I was turned of by its unnecessary title - The whole notion of building a "profitable internet store in 7 days" is insane in and of itself. The title aside though the book does cover in great detail different aspects of building a business plan with key examples for small and medium sized businesses. Whilst the early parts of the book may seem basic, coverage of areas such as finance, operations and in particular marketing are well detailed and efficiently summarized. Szydlik's background of working with over two hundred Fortune 500 companies makes this book well worth a read as a refresher or the perfect gift to someone who is looking to start their own business.