Expanded E-Commerce Management (ECM) Deployment
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February 1, 2000 *3,200 subscribers* Volume 2, Issue 2
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ECnow.com 2000 trends: Expanded E-Commerce Management (ECM) Deployment

E-SERVICES NEWS

ToC

• Outsourcer offers one-touch service

• UPS helps online grocers cart goods

• Web Shoppers Vexed by Poor Customer Service, Survey

• Future of E-Commerce May Rest on Customer Service

• Glitch-free online shopping tips

• Ladies And Gentlemen, Start Your ShopBots

• Airlines' Ticket Comparison-Shop Site Cleared for Takeoff

• Customer Service Goes Virtual

• Online Customer Service Tough To Implement

• Can Exchanges Put Energy Into E-Commerce?

• E-Business Means E-Relationships

• Tax Planning With ISOs

• It's Not Big Brother, It's Customer Service

• Outpost Leaves Data Unguarded

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Outsourcer offers one-touch service
Get the customer to click "buy" on your site and a new outsourcing firm backed by USWeb co-founder Joe Firmage says it will take care of the rest.

• PC Week Online

• http://www.zdnet.com/ebusiness/stories/0,5918,2427622,00.html

UPS helps online grocers cart goods
Roadnet Technologies, a subsidiary of United Parcel Service that concentrates on solving logistical problems associated with home delivery, will license hardware and software systems to online grocers to help provide their customers next-day or same-day delivery.

• CNET

• http://news.cnet.com/news/0-1007-200-1512614.html

Web Shoppers Vexed by Poor Customer Service, Survey
The final week of holiday shopping proved the toughest for Internet retailers as consumer satisfaction evaporated after many so-called "e-tailers'' failed to provide adequate customer service, a recent survey found.

• Fox News

• http://www.foxnews.com/vtech/0104/t_rt_0104_32.sml

Future of E-Commerce May Rest on Customer Service
Now that the shopping has been done, the real fun starts. Returns, exchanges, gifts that didn't make it home for the holidays... It's time for e-tailers to flex their customer service muscle, and their future may very well depend on it.

• CyberAtlas

• http://cyberatlas.internet.com/markets/retailing/article/0%2C1323%2C6061_274891%2C00.html

Glitch-free online shopping tips
Holiday disappointments change consumer behavior

• CBS MarketWatch

• http://cbs.marketwatch.com/archive/20000106/news/current/brm_personal.htx?source=htx/http2_mw

Ladies And Gentlemen, Start Your ShopBots
The artificial intelligence laboratory at the University of Michigan is organizing a competition to find a champion software-based shopping agent.

• TechWeb

• http://www.techweb.com/wire/story/TWB20000106S0017

Airlines' Ticket Comparison-Shop Site Cleared for Takeoff
As industry consolidates, the as-yet-unnamed venture hopes to compete with other sites' name-your-price model.

• The Industry Standard

• http://www.thestandard.com/article/display/0%2C1151%2C8828%2C00.html

Customer Service Goes Virtual
Personalized beauty-care site Reflect.com is making a big bet on an innovative new form of customer interaction replacing service reps with software.

• TechWeb

• http://www.techweb.com/wire/story/TWB20000114S0018

Online Customer Service Tough To Implement
E-tailers are scrambling to come up with the right solutions to satisfy customer service needs. While the most comprehensive solution is to provide live representatives, it is also the most expensive solution. Many cost-conscious online merchants are looking at natural language processing software. The big question is whether it will work.

• E-Commerce Times

• http://www.ecommercetimes.com/news/viewpoint2000/view-000119-1.shtml

Can Exchanges Put Energy Into E-Commerce?
Ariba, Commerce One pair off with petrochemical corporations in hopes of beginning b-to-b-eautiful friendships.

• The Industry Standard

• http://www.thestandard.com/article/display/0%2C1151%2C8970%2C00.html

E-Business Means E-Relationships
Web retailers must gain consumers' loyalty and trust before making the sales pitch.

• Upside

• http://www.upside.com/texis/mvm/ebiz/story?id=38864b9f0

Tax Planning With ISOs
One of the most popular and useful forms of stock-based compensation is the incentive stock option, or ISO. Rapidly growing e-commerce companies, which are always short of cash, see options as a way of conserving cash; and, employees see options as a way of participating in company growth.

• E-Commerce Tax News

• http://www.ecommercetax.com/doc/012200.htm

It's Not Big Brother, It's Customer Service
Many companies are making it possible for e-commerce sites to pipe live customer service representatives to shoppers over the Internet. The company representatives -- however unseen in the background -- are sometimes able to get in contact with Web shoppers, many of whom believe they are browsing the Net unobserved.

• New York Times

• http://www.nytimes.com/library/tech/00/01/circuits/articles/27serv.html

Outpost Leaves Data Unguarded
Outpost.com lets you track your orders online -- and everyone else's too. A security glitch leaves names, purchases, email, and shipping address exposed.

• Wired News

• http://www.wired.com/news/technology/0%2C1282%2C33842%2C00.html

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