Index_C

C

C2it, 346

Call centers, 15, 162, 398

electronic information system architecture and, 364–365

Cardservice International, 426

CAs (certification authorities), VeriSign for SSL certificates, 228

Case studies, 453–459

Cash cards, 305

Catalog aggregation, 58

Catalogs

catalog services, 429–431

evaluation of quality, 356

products and visual catalogs, 182

publishing product and price information, 356

remote shopping and, 356

search ability / locator tool, 356

Catalog services, 429–431

CCM (change and configuration management) solutions, 162

CDMA (Code Division Multiple Access), 149

Certificate Signing Requests (CRSs), 108

Certification authorities (CAs)

Certification Authority for SSL certificates, 278, 280

for smart cards, 311

VeriSign, 228

Change and configuration management (CCM) solutions, 162

Chargebacks, 334

CheckFree Corp., 315, 320

CIOs, role of, 117

Citibank, 347, 429

ClickBank, 346, 347

ClickShop.com, 426

Code Division Multiple Access (CDMA), 149

Code-signing IDs, 108–109

Collectibles, 348–349

Collections to increase scalability, 263

Commerce Integrator (IBM), 55

Punchout and, 57

CommerceNet, 431, 433–434

Commerce One, e-commerce software vendor, 86

Compaq, 150

Component coupling, loose vs. tight, 137–138

CompuServe, 432

Computer Security Institute survey (2002), 209–210

Conferences, contact information for, 443–452

Connectivity requirements

asynchronous processes and, 60–63

protocol exchange and B2B transactions, 63–68

protocols and, 53–54

Consistency, customer comfort and, 17–18

Continuous process improvement cycles, 161

Contracts, supply contracts, 184

Cookies, shopping carts and, 139

Copyrights, 38–39

government’s role in protection of, 41–42

laws and penalties for infringement, 39–41

WIPO Copyright Treaties, 41

CORBA and databases, 193

Costs

of customer service, 162

delivery channel cost effectiveness, 223–224

digital currency transaction costs, 327–328

of e-business, 177–178

Electronic Data Exchange (EDE), 11

e-services and cost savings, 391–392

infrastructure, 85, 168

investment in technology, 357–358

reducing with e-business processes, 17, 173

SSL certificates, 267

total application costs, 389–390

training costs, 198–199

transaction costs, 162, 327–328

Credit cards

authentication, 295

authorization of transactions, 294, 296–298

Cardservice International credit card services, 426

credit card associations, 294

digital currency as alternative to, 328–329

digital wallets for greater security, 349

fraud, 298–299

global markets and, 347

MasterCard International, 429

online payment processing, 285–287

payment alternatives, 345–346

phone-in payment processing, 285

sales statistics, 223

Visa International, 429

CRM. See customer relationship management (CRM)

Cross-selling, 183, 247

Crossworlds Software, e-commerce software vendor, 87

CSRs (Certificate Signing Requests), 108

Customer communications, as business value, 163

Customer data, 163

clickstream / callstream data warehouses, 366, 369–377

collection of, 31–32, 140

contracts, 184

electronic information systems and, 359–360

geographical dimensions of, 372–374

marketing and, 224

past purchases, 184

personalized service and, 15–16, 79, 163, 185, 217–218

preferences, record of, 184

privacy issues, 221

product dimension of, 374–375

profiling site visitors and visit behavior, 165–166, 217

shopping carts and, 140

time dimension of, 374

tools for customer relationship data, 184–185

Customer relationship management (CRM), 7–8

analytical CRM, 79

crisis customers, 399

customer data and, 369–370

customer interactions, 79

integration of process domains, 79

operational CRM, 79

personalization, 79

SIP and, 14–15

success linked to, 31

tools for customer relationship data, 184–185

Customers

analyzing business value of specific, 166

as computer novices, 18

consistency and customer comfort, 18

Customer relationship management (cont.)

creating a customer community, 162

customer experience, measures of, 22

customer service measures, 15–16

determining needs of, 167

discounts for repeat customers, 140

Internet and potential new customers, 223

new customers, acquiring, 19–20

security policies and personal information, 44–45

shopping behaviors of, 30–31

site users vs. site customers, 359–360, 371–372

user-friendly Web sites for, 100–103

see also customer data; customer relationship management (CRM)

Customer satisfaction, 20–21, 164–165

e-service and, 392

Customer service

automated customer service, 4–5

automated service, 4–5

costs of customer service, 162

e-mail queries, auto-suggesting answers to, 398

emotional indicators and crisis customers, 399

e-service and, 391–400, 395–396

personalization, 15–16, 79, 107–312, 163, 185, 217–218

question-and-answer interfaces for, 183

status reports, 126

see also customer relationship management (CRM)

CustomerServlets, 133–135

loose vs. tight coupling, 137–138

CyberCash, Inc., 316, 320, 426

Cyber crime, 209–210

fraud, 298–299, 303–304, 328–329, 337

hackers and hacking, 43–44, 45, 105, 127–128, 210, 249

money laundering, 331, 338–339, 340

piracy, 39, 41, 46–48

CyberSource Corp., 316, 320, 426