Helping develop e-business and e-customer service
An IBM case study

Page 1: Introduction

Revolutions are only revolutionary when they are new. Nowhere is this more true than in the e-business revolution. Five years ago few students were aware of the potential of e-business. Today, they might deal with a number of e-business enabled companies. They might buy books through amazon.com, find information about university life from studentnet.com or bank with an internet bank, such as...
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Page 2: The nature of e-commerce & e-business

E-commerce is the buying and selling of products and services by businesses and consumers over the Internet and through other electronic media. E-business is when a company e-enables its processes to do business in a more efficient way using Web technologies. This might include procuring goods and services, dealing with customers as well as selling products. E-commerce is not a new phenomenon...
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Page 3: The new economy

It has become fashionable to talk about the new economy; e.g. the modern day economy based on the transformational power of Information and Communications Technologies (ICT). In the UK, the second half of 1999 was characterised by the arrival of .com companies in a big way. Investors rushed to put their money into companies like lastminute.com which uses the medium of the Internet to bring...
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Page 4: Making e-business a working reality

IBM is providing the solutions in two phases: helping companies to create links to the Internet by creating the most appropriate systems building a new generation of e-business applications aimed at better customer relationship management, resource planning (ensuring supply meets demand through better monitoring of customer needs or preferences) and business intelligence (BI) which helps track...
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Page 5: Taking the lead in e-customer service

It is anticipated that during the next few years, half of IBM’s revenue and workforce will come from services. IBM has therefore refocused a large part of its activity on developing e-business solutions, helping customers to use the latest technology to maximum advantage. Today IBM plays a major part in helping other businesses to develop e-customer service. With wide-scale use of the Web...
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Page 6: Conclusion

E-business is now an established way of organising business. It is no longer revolutionary. Organisations from the 'new' and the 'old' economy need to develop effective platforms to communicate through B2B and B2C links. Today’s successful organisations are those who are not only creating the most suitable electronic links with customers, but are also providing the solutions that create...
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