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E-Commerce Logistics and Fulfillment: Delivering the Goods

E-Commerce Logistics and Fulfillment: Delivering the Goods

          
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About the Book

The first e-commerce book that tells you how to get product orders from the Buy button to the doorstep-quickly, cost effectively, and hassle free! The first complete e-commerce guide to e-logistics and fulfillment! Almost 40 per cent of the cost of selling online takes place after the customer presses the Buy button. At that moment-when the visitor becomes a customer-the most crucial part of the relationship begins. Payment processing, order fulfillment, product delivery, and product returns handling are the largest gaps in electronic commerce today. These essential but unglamorous, messy, and often expensive functions are not optional in true e-business. They can make or break your customer relationships, profitability, and future business. Identifying and managing these functions, termed e-commerce logistics and e-fulfillment, are the subjects of this book. Inside, find helpful advice on how to: Assure your customers receive the products that they order from your Internet site in a timely, efficient, traceable way Set up a rock-solid e-commerce infrastructure and calculate the return on investment Evaluate shippers and online shipping tools Tackle payment processing, online fraud, and U.S. and global taxation issues Provide superior customer service Evaluate third-party logistics providers and select outsource fulfillment partners Handle the inevitable product returns (reverse logistics) Useful tools such as planning templates, checklists, and spreadsheets are included throughout the book and at www bayles.com. Whether you're an electronic commerce or logistics practitioner or provider, this book will be an extremely useful addition to the "How To" books of your library.

Table of Contents:
Preface. Introduction. Audience. The Organization of This Book. Contact Information. Acknowledgments. 1. The Next Big Challengein Electronic Commerce. The E-Logistics Landscape. Where Will You Play? What Business Are You In? Integrating with Inventory and Fulfillment. Providing Customer Service. Four Customer Service Needs. Measuring Success. Developing the Customer Relationship. Branding, Launching, and Promoting Your Site. Resources. 2. Building an E-Commerce Infrastructure. Important Rules and Regulations. Protecting Consumers' Privacy Online. The Children's Online Privacy Protection Rule. Project TooLate.com: A Real-Life Horror Story. Defining Your Business Processes. Resources. 3. Benefits Versus Costs: The Real Costs Surrounding the Buy Button. Some Basic Methods for Measuring Financial Value of the E-Business Proposal. E-Business Cost Reduction Potential. Costs of Acquiring Customers vs Retaining Them. Cost Savings. Reductions in Cost of Supply and Cost of Sales. Costs of an E-Business Site. Choosing a Project to Demonstrate ROI. Sample ROI Calculation Worksheets. Resources. 4. Payment Processing, Fraud, and Other Taxing Issues. Who's Who and What They Do in Credit Card Processing. The Unique Challenges of Internet Merchants. Serious Stuff. Internet Fraud. Internet Taxation. Resources. 5. Customer Service. Chasing Empty Shopping Carts. Customer Service Creates Customer Loyalty. Multiple Contact Points. Customer Self-Service. From Call Centers to Contact Centers to Commerce Centers. Customer Relationship Management Systems. Web-Enabling the Call Center. Call-Enabling the Web Center. Resources. 6. Ship Happens. How to Offer “Free” Shipping. How E-Commerce Is Changing Transportation and Logistics. The Big Home Run. Online Shipping Tools for E-Commerce Sites. Resources. 7. Achieving True Fulfillment. Offline Retail Fulfillment Models. Online Fulfillment Models. E-Fulfillment Processes. Resources. 8. Global Logistics. The Profit Potential of Going Global. Resources. 9. Databases and Emerging Data Exchange Standards. The Essential Ingredient. Integration. XML. Emerging Data Exchange Standards. Open Buying on the Internet. BizTalk. Information and Content Exchange. RosettaNet. CommerceNet's eCo. The Real Competition. OTAs-Oh, Those Acronyms! Resources. 10. Send It Back! The Role of Reverse Logistics. What Is Reverse Logistics? Barriers to Reverse Logistics. The Special Challenges of Electronic Commerce. Toughening Up Return Policies. Reverse Logistics and Environmental Impact. Developing a Reverse Logistics Strategy. Handling International Returns. Return Merchandise Authorization (RMA) Process. Reverse Logistics Glossary. Resources. 11. Outsourcing the Whole Thing. The Pros and Cons of Outsourcing. What About Drop Shipping? Evaluating Potential Outsourcing Partners. Fourth-Party Logistics Providers. Preparing for Outsourcing. Major E-Logistics and E-Fulfillment Players. Resources. 12. User Perspectives. In Their Own Words: Two User Perspectives. Lucky Brand Jeans, a Division of Liz Claiborne Starting Up an Online Channel. Ingram Micro, World-Class Computer Products Distributor and E-Commerce Provider. Resources. Index.


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Product Details
  • ISBN-13: 9780130303288
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Prentice Hall
  • Language: English
  • Spine Width: 25 mm
  • Weight: 683 gr
  • ISBN-10: 0130303283
  • Publisher Date: 17 Apr 2001
  • Binding: Paperback
  • No of Pages: 368
  • Sub Title: Delivering the Goods
  • Width: 235 mm


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