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5.0 von 5 Sternen Quite Amazing!
This book was referred to my by the author of "101 Ways to Boost Your Web Traffic". I was skeptical at first because of the publication date. Most Internet books written in 1998 are out dated now. However, to my pleasant surprise, I find that Customer.com is still very applicable. It actually teaches me a number of good ways to improve my Internet business. I...
Veröffentlicht am 16. Juli 2000 von Jimmy Yale

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3.0 von 5 Sternen A good place to start.
I've been reading Customers.Com as part of a class requirement at Georgia Tech. It starts out a little hokey (did you know that you can buy computers and books over the Internet?!), but gradually picks up speed when Ms. Seybold gets into her step-by-step processes for deploying corporate E-commerce initiatives. As the title implies, most of her focus is on locking in...
Veröffentlicht am 18. April 1999 von Ken Languedoc


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5.0 von 5 Sternen Quite Amazing!, 16. Juli 2000
Von 
Jimmy Yale (Santa Clara, California) - Alle meine Rezensionen ansehen
This book was referred to my by the author of "101 Ways to Boost Your Web Traffic". I was skeptical at first because of the publication date. Most Internet books written in 1998 are out dated now. However, to my pleasant surprise, I find that Customer.com is still very applicable. It actually teaches me a number of good ways to improve my Internet business. I can also see the principles being used at successful Web sites, such as Amazon.com and Dell Computer. Excellent work.
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5.0 von 5 Sternen OVERCOME YOUR "STALLED" THINKING ABOUT E-COMMERCE PROFITS, 27. April 2000
Von 
Donald Mitchell "Jesus Loves You!" (Thanks for Providing My Reviews over 124,000 Helpful Votes Globally) - Alle meine Rezensionen ansehen
(TOP 500 REZENSENT)   
CUSTOMERS.COM is a very valuable book in that it focuses both on how to serve customers on-line as well as how to make money doing so.
Like a good consultant, the author systematically looks at best practices from each of 16 cases, and combines the lessons into a vision of the future best practice (in 2-3 years) that no one is yet doing. This is an outstanding accomplishment, that is not matched in most best practice books.
I also visited the CUSTOMERS.COM Web site to register for the free booklet that is offered, and was pleased to get many ideas to improve our own electronic commerce. Be sure to check here from time to time, because the author updates the 16 case histories in the book on the Web site so that you can keep up-to-date. That is an especially nice touch.
Ms. Seybold does a nice job in CUSTOMERS.COM of critiquing each case history for ways that organization could improve. Let me do the same for her book. Several things stand out. First, the book does not go into enough detail about how to find the weaknesses in current operations that will permit greater profitability through changed processes facilitated by electronic commerce. There is a lot of best practice work needed in those areas before you start thinking about electronic commerce. Second, she does not address the question of what the ideal best practice of electronic commerce is. You might think of a well-informed concierge in a great hotel who knows you well as the model for this ideal best practice. Third, more needs to be done to help you learn how to facilitate the change process. The steps she describes would be very difficult for many organizations to implement that are beset by severe stalls in the form of tradition, disbelief, misconceptions, bureaucracy, avoiding the unattractive (such as customer problems), procrastination, and miscommunication. Fourth, the book highlights a lot of very interesting case histories and shows their successes. I was struck that although I am a heavy Web user and a substantial customer of many of these organizations, I did not know about the electronic services they offer. It sounds like many of these organizations still have a communications problem with their customers. Fifth, the available technology will advance a lot in the next five years. I felt the book does not do enought to make people aware of how technology that is not yet available can facilitate the future success of their electronic commerce.
No book can serve all needs in an area, so we can look forward to Ms. Seybold's next book. I enjoyed the personal touch as she described her own experiences with many of the companies involved. I hope she keeps in touch with them and us. I suspect she will based on the e-mails I get from her after registering on her site.
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5.0 von 5 Sternen It is all based on expectations., 20. Februar 2000
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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5.0 von 5 Sternen STRONG BUY, 10. Oktober 1999
Von Ein Kunde
Recommendation: STRONG BUY
Further to my last comment on this book on 17 Sept, I am writing here again to reiterate my Strong Buy recommendation (for those who want to or is currently working on medium (US$100,000) to large (>US$20 million) Internet project).
Firstly, I apologize for my late reply to many people who have read my comment and who asked me for the "MUST READ" book list but I am really extremely busy that I don't have time to check my personal mail box during last week... but when I checked that this morning, I found that my mail box is nearly full and so I decided to stop dispatching my "MUST READ" book list from 20 Oct, 1999 onward. Any request after 20 Oct, 1999 will not be replied - for those who still want to know my Must Read list can check my personal homepage, funanalyst, which will be launch by end of this year. I will also publish my small thought regarding Internet Stock Valuation in my homepage - I will show how we could employ a "NEW" way of pricing Internet stock which approach will probably be quite different from others. I quoted the word NEW because it is not a 'new' way at all, I will show how we could use the traditional/fundamental methodology for pricing a company in the low tech industry (e.g. a chicken firm, or a book store (physical one, not online book store) etc) to price an Internet company: I was actually inspired by Patricia B. Seybold (author of Customers.com) in arriving in this "NEW" but actually "OLD" valuation methodology - Internet is just a new CHANNEL for selling products or services, it is not a new industry at all, so we should be able to use fundamental analysis to price Internet Stock!!! I am not talking about forecast pageview or how many Internet Subscriber China will have in 2 years' time, nobody except fortuneteller can tell you this - I will show later in my personal website how we can use fundamental analysis to price Internet Stock, how to judge whether an Internet firm can be the winner, how to estimate costs and, more importantly, how to estimate profit (not by blind guessing potential Internet subscriber in Asia, US or Europe in 2 years time, of course, coz I know I cannot tell this) - I am going to share this with everybody bcoz I want other analysts to comment on this and help me to perfect the metholodgy - like Linux giving away the source code.
Going back to my comment on this book, it is simple, buy it and read it. Some people wrote email to me and ask me why some others rated this book with only one star, the answer can be either one of the followings:
1. Those who rated this book with one star must be an Internet Czar himself - I have already said this was an introductory book. There are over 20 books on Internet, 20 books on business strategic and 10 on customers service which one have to read before he can know a little bit about the Internet game (Disclaimer: I know a very very very very very[@power (n)] little bit -- n approach to infinite)
2. Think about this, if someone tell you to bring (a) pencil, (b) watch, (c) pen, (d) examination entry ticket, (d) calculator, (e)....... , (f) money for taking taxi before you goto the examination centre, you probably will say "Well, do you think I am still a kid and need you to remind me on these?" But if you goto the CFA examination centre, you will find a lot of candidates who forget to bring their calculators (HP or others) or even the examination entry ticket, why? (some are very good star analysts) bcoz when you under stress, it is very easy for you to forget to do simple thing!!! When you start an Internet business, the stress is 1,000,000,000,000,000x harder than taking the CFA examination, you will always forget the simplest things which you think you will never forget - Customers.com remind all you need to do over and over and over again (this may also be the reason why people said this was a boring book), like having someone to remind you to take your examination entry ticket and pen before you goto the examination centre. So my comment for those who want to start an Internet business, please buy and read this book twice before you start it, once it is started, you will have no time to read it one more time!!!!!
My simple recommendation is STRONG BUY....
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5.0 von 5 Sternen A Good First Book Covering the Principles of E-Commerce, 24. Juli 1999
Von Ein Kunde
You should read this book now, because it will soon become dated as best practices move forward. I am glad to see that the author will be offering a new book in 2001. The book is rightly focused on how to make the Internet an enabler for customers, rather than just another marketing channel. As the recent slowdown of growth on the Web has shown, people are not going to spend their lives on the Internet. They are going to use it when it is more convenient. How many times have you started to use an Internet site to book a reservation, or whatever, and soon found yourself on the telephone instead because that was faster and more convenient? You should be sure to order the free materials that are offered in the book. They explain in much more detail how to implement the key ideas in the book, and are more helpful than the book itself if you are a medium to larger size company. The book has three main weaknesses: You will probably not like the writing style and the fact that the book is primarily aimed at people who are unsophisticated about the Internet; the best practice cases are already becoming dated (but she provides on-going restatements on her Web site, be sure to check them out); and there is not enough information about how to decide what benefits to provide for your customers on the Internet. Although these are serious flaws, they are not fatal and this book is very helpful for what it does cover: basic marketing principles as applied to Internet commerce. Her experience makes this book both accurate and relevant. For example, you can read the whole Direct from Dell by Michael Dell and not draw out the key points for your business. Read Customers.com and Direct from Dell and you will get a lot more insight into how to be successful. In terms of what future customer needs will be, you should also read Peter Drucker's Management Challenges for the 21st Century, and the Innovator's Dilemma for understanding why your company will probably be slow to add e-commerce. You will probably run into disbelief, tradition, miscommunication, procrastination, and many other hurdles along the way, so be sure to hone your organizational change skills, as well.
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5.0 von 5 Sternen OVERCOME YOUR "STALLED" THINKING ABOUT E-COMMERCE PROFITS, 13. März 1999
Von Ein Kunde
CUSTOMERS.COM is a very valuable book in that it focuses both on how to serve customers on-line as well as how to make money doing so. Like a good consultant, the author systematically looks at best practices from each of 16 cases, and combines the lessons into a vision of the future best practice (in 2-3 years) that no one is yet doing. This is an outstanding accomplishment, that is not matched in most best practice books.
I also visited the CUSTOMERS.COM Web site to register for the free booklet that is offered, and was pleased to get many ideas for our to improve our own electronic commerce. Be sure to check here from time to time, because the author updates the 16 case histories in the book on the Web site so that you can keep up-to-date. That is an especially nice touch.
Ms. Seybold does a nice job in CUSTOMERS.COM of critiquing each case history for ways that organization could improve. Let me do the same for her book. Several things stand out. First, the book does not go into enough detail about how to find the weaknesses in current operations that will permit greater profitability through changed processes facilitated by electronic commerce. There is a lot of best practice work needed in those areas before you start thinking about electronic commerce. Second, she does not address the question of what the ideal best practice of electronic commerce is. You might think of a well-informed concierge in a great hotel who knows you well as the model. Third, more needs to be done to help you learn how to facilitate the change process. The steps she describes would be very difficult for many organizations to do that are beset by severe stalls in the form of tradition, disbelief, misconceptions, bureaucracy, avoiding the unattractive (such as customer problems), procrastination, and miscommunication. Fourth, the book highlights a lot of very interesting case histories and shows their successes. I was struck that although I am a heavy Web user and a substantial customer of many of these organizations, I did not know about the electronic services they offer. It sounds like many of these organizations still have a communications problem with their customers. Fifth, the available technology will advance a lot in the next five years. I felt the book does not do enought to make people aware of how technology that is not yet available can facilitate the future success of their electronic commerce.
No book can serve all needs in an area, so we can look forward to Ms. Seybold's next book. I enjoyed the personal touch as she described her own experiences with many of the companies involved. I hope she keeps in touch with them and us.
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5.0 von 5 Sternen This is the best book I have read on the Internet/E-Commerce, 30. November 1998
There is no hype, and it's mercifully free of technology emphasis (Java, XML, etc. get scarcely mentioned). Instead, it's all case studies and actual data. Patty Seybold focuses on business issues - what have companies like Amazon, Cisco, American Airlines done to make their sites so succesful, and what does this mean for their business? Where most of the books I have been reading have been product or technology focussed (even when they say they are not), this book is business and customer focussed, and the whole emphasis is on how the companies in the case studies have applied the technology to serve customers better, and how this feels from the customer's point of view.
I don't often rave like this about a book, but this one is spot on. It explains brilliantly why many web sites have been successes but others have been disappointments. It should be required reading for anybody who wants their Internet site to work.
Each case study is preceded by an executive summary, and followed by "Lessons Learned", in which the author summarises the key points that the reader should take away from the case study and consider in their own situation. Shock, horror - the author has focussed on her customers (readers) and what they will gain from the book, instead of (like most authors) focussing on the subject matter and leaving the reader to understand as best they can.
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4.0 von 5 Sternen I think I WANTED to like this book more than I did, 17. November 1998
I've been a Patricia Seybold fan for awhile, and I so anxiously awaited this book that I bought it from the first place that had it in stock.
I was a bit disappointed. Maybe it's just me, and I actually know a lot more about e-commerce than I thought, but I didn't get any real insights from the book. The strategies seemed more like platitudes I'd heard over and over before, and the framework for implementation was vague enough that it would take an experienced consultant to flesh it out to the point of usefulness.
But perhaps that is the point. One can't expect everything from a book, and there are some things this book does exceptionally well. The case studies alone are well worth the purchase price, and Patricia's Rx (a section discussing each case study) offers some good ideas for implementation.
I wavered between three and four stars for this book, and went with stars because I think a lot of my disappointment was due to too high expectations. I would recommend this book as part of an e-business "trinity" along with Larry Downes & Chuka Mui's excellent "Unleashing the Killer App" and Winston, Stahl & Choi's "Economics of Electronic Commerce." Economics of E-commerce gives the background, Killer App the theory, and customers.com gives the examples that lead to understanding.
All in all, an worthwhile read.
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5.0 von 5 Sternen Com: Dot or Not, 29. Dezember 1999
Seybold examines "the best practices for electronic commerce and electronic business today on the Internet and beyond" to enable her reader to "walk behind the scenes at more than a dozen pioneering companies -- companies that have committed themselves to doing what it takes to make it easier for their customers to do business with them." I was fascinated by her "insider" information about e-commerce, of course, but also by the correlations she suggests between e-commerce strategies and strategies for marketing and sales unrelated to the WWW. The strategies are often quite similar...if not the same. For example, greeting visitors to a website shares much in common with greeting those who enter a retail establishment in a mall. In both situations, ease and convenience are critically important to attracting traffic; hospitality gives customers a feeling of being welcome, indeed appreciated. Obviously, the website is a unique environment within which to establish and nourish customer relationships but customers in any environment are still human beings with certain expectations, requirements, and sensitivities. Those now involved or about to become involved in e-commerce will learn a great deal from Seybold's book. I also recommend this book to everyone else for whom customer loyalty is also absolutely essential.
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5.0 von 5 Sternen A MUST Buy for Internet Analyst & Practitioner, 18. September 1999
Von Ein Kunde
I am a high tech analyst for a private equity fund and is currently involving in setting up or incubating a pan Asia regional portal to be launched in 1H2000. While I am working 20 hours a day to setup the new portal, I find that what I have learnt from this book (I first read this book in March) is so practical and useful that I would say this book has saved me lots of time in planning and helped me in many occasion to avoid making mistakes. So I decided to sleep one hour less everyday for a week to read this book again. Being an analyst who (presumably) know what are essential in making a business sucessful, I need additional guidance on what are essential to make an Internet business successful - Customers.com gives you a lot of answers to this and is a must and a very good introductory book for any Internet analysts or practitioners in my opinion.
For whose who want be an Internet analyst and who want to know my recommendation on what other 'Must Read' books relating to the Internet industry, please feel free to email to me with subject line "Amazon Internet Reader" (coz I programmed my Outlook Express to filter email into different mail directory, those who don't observe the subject line rule will not be replied)
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