• Product Delivery and After-Sale Service becoming Key Differentiators by Mitchell Levy
• Sponsors (Delanotech, CommerceNet99, ConnectInc.com, Open Consult, Workz)
• E-Support – Improving the customer experience at Dell
• Readers Comments
• All E-News Sections
  • E-Strategies (sponsored by ECnow.com)
  • E-Products
  • E-Services
  • E-Marketing
  • Supply Chain (sponsored by ConnectInc)
  • Governance & Going Global
  • Partners & Deals
  • Movers & Shakers
• Become a Sponsor
• Contributing to ECMgt.com
• Contacting Us
• Miscellaneous Info
• November's Survey Question
• Top of Issue

The Value-added Activity Begins after the Customer hits 'Submit Order'
http://ecnow.com/top10trends1999.htm

ECMgt.com brought to you by ECnow.com
Your Link to Worldwide eCommerce Developments
October 1, 1999 *2,400 subscribers* Volume 1, Issue 09
ECMgt.com Online: http://ECMgt.com
View this Issue: http://ecmgt.com/Oct1999
Print this Issue: http://ecmgt.com/Oct1999/full.issue.for.printing.htm

ECnow.com 1999 trend #02: "Companies will begin to recognize that the value-added activity begins after the customer hits 'submit order' and that "Customer service will become the point of differentiation"

WHAT'S INSIDE THIS ISSUE

• November's Survey Question (http://ecmgt.com/Oct1999)
• Management Perspective: Product Delivery and After-Sale Service becoming Key Differentiators by Mitchell Levy (http://ecmgt.com/Oct1999/management.perspective.htm)
• Sponsors (Delanotech.com, CommerceNet99, ConnectInc.com, Openconsult.com, WorkZ.com) (http://ecmgt.com/Oct1999/sponsors.htm)
• E-Support – Improving the Customer Experience by Bob Riazzi (http://ecmgt.com/Oct1999/feature.article.htm)
• Readers Comments (http://ecmgt.com/Oct1999/readers.comments.htm)
• E-News Sections (http://ecmgt.com/Oct1999/all-enews.htm)
  • E-Strategies (sponsored by ECnow.com) (http://ecmgt.com/Oct1999/e-strategies.htm)
  • E-Products (http://ecmgt.com/Oct1999/e-products.htm)
  • E-Services (http://ecmgt.com/Oct1999/e-services.htm)
  • E-Marketing (http://ecmgt.com/Oct1999/e-marketing.htm)
  • E-Commerce Supply Chain (sponsored by ConnectInc.com) (http://ecmgt.com/Oct1999/supply.chain.htm)
  • Governance & Going Global (http://ecmgt.com/Oct1999/governance.going.global.htm)
  • Partners & Deals (http://ecmgt.com/Oct1999/partners.deals.htm)
  • Movers & Shakers (http://ecmgt.com/Oct1999/movers.shakers.htm)
• Becoming a Sponsor (http://ecmgt.com/sponsor.info.htm)
• Contributing to ECMgt.com (http://ecmgt.com/Oct1999)
• Contacting Us (http://ecmgt.com/contact.htm)
• Miscellaneous Info (http://ecmgt.com/Oct1999)

NOVEMBER'S SURVEY QUESTION:

Thank you for your comments, suggestions and response to our survey question. Please keep them coming. Let us know what you think by sending mailto:ecmgt.comments@ecnow.com. We currently have over 2,400 subscribers, if you like what you read, please let your friends know.

Our next issue deals with what makes consumers buy online. We'd like your opinion on 'whether you think consumers are less concerned about security issues and whether they are more concerned with privacy issues' and 'are companies focusing on non-monetary forms of currency (time, attention, trust & convenience). Please include the city, state/province and country you're from since will publish your initials and geographic info with your response.

Please go to http://ecmgt.com/bulletinboard.htm to respond to this question or send e-mail to mailto:ecmgt.survey@ecnow.com. When you send your response, please list the city and country where you are located.

Thanks for taking the time to respond.

BECOMING A SPONSOR

Check out our sponsor information page at http://ecmgt.com/sponsor.info.htm

CONTRIBUTING TO ECMGT.COM

You can contribute to ECMgt.com in one of two ways.

1. You can comment on this month's survey question via the bulletin board: http://ecmgt.com/bulletinboard.htm or by e-mail: mailto:ecmgt.survey@ecnow.com
2. You can submit a story that's in line with the newsletter's monthly theme. Writer's guidelines are available at this location: http://ecmgt.com/writers.guildelines.htm

CONTACTING US

Please feel free to call (408-257-3000) or e-mail us (mailto:VMS3.Executive.Producer@ecnow.com) with your questions, comments or suggestions for the next issue.

MISCELLANEOUS INFO

Each year the staff at Beloit College in Wisconsin puts together a list to try to give the faculty a sense of the mindset of that year's incoming freshmen. Here are a couple items from this year's list:

1. The people who are starting college this fall across the nation were born in 1980
2. They have no meaningful recollection of the Reagan Era and did not know he had ever been shot
3. Black Monday 1987 is as significant to them as the Great Depression
4. They were 11 when the Soviet Union broke apart and do not remember the Cold War
5. They have never feared a nuclear war
6. Tianamen Square means nothing to them
7. Atari pre-dates them, as do vinyl albums
8. They may have heard of an 8 track, but probably never have actually seen or heard one
9. As far as they know, stamps have always cost about 32 cents
10. They have always had an answering machine
11. Most have never seen a TV set with only 13 channels, nor have they seen a black-and-white TV
12. There has always been VCR's, but they have no idea what BETA is
13. They cannot fathom not having a remote control
14. The Tonight Show has always been with Jay Leno
15. They never took a swim and thought about Jaws
16. The Vietnam War is as ancient history to them as WW1, WWII or even the Civil War
17. They never heard: "Where's the beef?", "I'd walk a mile for a Camel," or "de plane, de plane!"
18. They do not care who shot J.R. and have no idea who J.R. is
19. Kansas, Chicago, Boston, America, and Alabama are places, not groups
20. McDonald's never came in Styrofoam containers

Please forward ECnow.com's ECMgt.com to friends and colleagues who will find it valuable. For copyright purposes we must ask that ECMgt.com only be distributed in its complete form. View past issues and signup to receive it at this location: http://ECMgt.com/ or mailto:VMS3.Subscribe@ecnow.com?subject=Oct1999+subscribe

This eZine is 100% opt-in. You are receiving it because you have requested to in the past. If you no longer wish to receive it, please let us know either on-line http://ecmgt.com/cmsignup.htm or via e-mail mailto:VMS3.cancel@ecnow.com.

Publisher, Mitchell Levy (VMS3.Executive.Producer@ecnow.com)
Editor In Chief, Gay Slesinger (ecmgt.chief.editor@ecnow.com)
Managing Editor, Gail Klein (ecmgt.managing.editor@ecnow.com)
News Editor, Jim Siegl (VMS3.News.Editor@ecnow.com)

Copyright © 1999-2009 by ECnow.com, Inc., All rights reserved
ECnow.com (http://ecnow.com)
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