Getting to Transformation : How organisations can unleash the power of the Internet and e-business and reinvent themselves  

Randiv Mehra - An IT and a Quality Management specialist with over fifteen years’ experience.

Part I: The New Basics • The Internet – A Phenomenon • Our Changing World • Implications for Business • E-Commerce – A Precursor • The All Important Website • Part II: Sell and Serve – The Internet Doctrine • Marketing the Website • Relationship Marketing • Other Online Marketing Techniques • Customer Service on the Internet • Customer Satisfaction on the Internet • Creating Delight and Loyalty • Part III: E-Business – The Building Blocks • Welcome to E-Business • Enterprise Resource Planning (ERP) • Customer Relationship Management (CRM) • The Realm of Intranets • Supply Chain Management via Extranets (SCM) • An Introduction to Knowledge Management (KM) • Part IV: Moving to E-Business • E-Strategy • E-Leadership • E-Security • An E-Business Blueprint – Pyramid Model for Transformation • The Future of E-Business • Questions for Self-Assessment • Glossary • Bibliography • Index