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17 JULY 2001 |
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| B2B
Collaborating across the supply chain
Business-to-Business
(B2B) e-commerce is a secure, closed-loop virtual
market space that connects vertical or cross-industry
trading partners. E-commerce B2B markets reverse
the flow of the traditional supply chain, turning
it into a responsive demand chain.
Besides aggregating participants (suppliers, manufacturers,
distributors) and providing up-to-date information
about products, services, and pricing, the value
of B2B derives from the real-time collaboration,
automation, and business-process integration.
Secure B2B marketplaces can lower inventory costs,
improve investment decisions, shorten sales cycles,
increase forecasting capabilities, and improve
customer service. You can read more about the
business impact of IT investments for you industry
at www.microsoft.com/uk/business.
Report
- 'Collaborate & Compete', KPMG Consulting
Case
Study - Fleetweb - Microsoft e-commerce to manage
UK car leasing management
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B2C
Being Customer-Centric
Organisations today are continually looking for
ways to achieve a competitive advantage. As margins
shrink, competition is heating up and industries
are consolidating. While customer expectations for
quality service and delivery intensify businesses
are reducing staff and searching for ways to arm
employees with the knowledge to make better decisions
and innovate.
Learn how Customer Solutions, such as CRM, can help
your business increase revenues and profitability
and gain competitive advantage by maximising your
ability to identify, attract and retain more profitable
customers.
Identify
Using information and knowledge to identify
and react to customer needs is vital. Customer-facing
staff need accurate information to deliver
first class service. A well-crafted e-commerce
site can provide the data to generate a comprehensive
view of your customers. Using this knowledge,
you can create a personalised customer experience
and delivers the most relevant information,
products, and services. |
Attract
In just a few short years the Internet has
radically changed customer behaviour and expectations.
It has developed into an all-embracing marketing,
sales and service solution. How can you attract
the most profitable customers through increasingly
diverse channels to market - from branch networks
to mobile phones. |
Retain
For organisations to stay competitive, customer
acquisition costs need to be lowered, service
standards need to be improved, and higher
levels of productivity and support have to
be reached. |
Report
- 'Customer Management - who manages whom'?, KPMG
Consulting
Case
Study- Virgin Mobile - launch of a new kind of
mobile phone company
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B2E
The High Performance Workforce
When companies began building
intranets, intra-company webs were used primarily
to expedite communications and knowledge management.
Now, as companies develop corporate electronic
purchasing capabilities, the lines are blurring
between a company's intranet, or business-to-employee
(B2E) network, and its e-commerce activities.
Report-
'Creating & Sustaining the High Performance
Workforce, KPMG Consulting
Knowledge
Management Report
Case
Study - KPMG moves long established processes
to a global market
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