ADM 2372 Study Guide - Disintermediation, Mass Customization, Customer Service
15 Jul 2014
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Document Summary
Mass customization: the ability of an organization to tailor its products or services to the customers specifications. Personalization: occurs when a company knows enough about a customer"s likes and dislikes that it can fashion offers more likely to appeal to that person. The long tail: refers to the tail of a typically sales curve, because e businesses are not limited b shelf space, they can offer a far wide selection of products that may suit only a few customers. Intermediary: agents, software, or business that provide a trading infrastructure to bring buyers and sellers together, disintermediation, re-intermediation, cyber mediation, reducing costs, business processes that take less time and human effort. Improving operations: communications customized to meet consumer needs and available 24/7. Improving effectiveness: web sites must increase revenue and new customers and reduce service calls. Interactivity metrics: measure e-business success: number of repeat visits, times spent on site and number of pages viewed among other activities.
