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Chapter 1. Moving from e-Commerce to e-B... > Challenging Traditional Definitions ...

Challenging Traditional Definitions of Value

Customers require the companies with which they do business to continuously improve, particularly in the following areas:

  • Speed of service. Service can never be too fast. In the real-time world, a premium is placed on instant, accurate, and adaptive responsiveness to customer needs. Visionary companies embrace the continual need for change and consistently deconstruct and reconstruct their products and processes to provide faster service.

  • Convenience. Customers value the convenience of one-stop shopping. In addition, they want better integration of the order entry, fulfillment, and delivery cycles. In other words, customers demand better integration along the supply chain.

  • Personalization. Customers want firms to treat them as individuals. Little or no choice in the products offered is being replaced. Today's technology gives companies the ability to provide precisely what customers want, made to their specifications.

  • Price. "Too affordable" is meaningless. Companies that offer unique services for a reasonable price are flourishing, benefiting from a flood of new buyers.


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