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Chapter 6. Service Leadership—Adding Val... > The Internet Service Value Chain—"Wh...

The Internet Service Value Chain—"Where the Rubber of E-commerce Meets the Road"

The Internet service value chain can be broken down into four parts: customer acquisition, purchase support, fulfillment support, and customer retention (see Figure 6.1).

The development and execution of a successful strategy in each of the Internet service value chain segments is vital for any organization wishing to operate all or part of its business online. Through examination of each facet and its linkages, organizations can determine their current strengths and weaknesses and develop a refined strategy going forward. This is applicable to born-on-the-Net organizations as well as move-to-the-Net organizations as the online service and logistical models for non-software-based services and products such as toys, books, and groceries still remain to be formally defined.


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