Customer-Centric E-Commerce System Development, Part II

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Customer-Centric E-Commerce System Development, Part II

by Sunil Sharma

December 8, 2000


 Part 2 of 2. Read Part 1, Customer-Centric E-Commerce System Development.

 

Implementing CRM Principles in E-Commerce System Development
In the past decade or so, companies have been redesigning interdepartmental relationships to integrate Information and Communication Technologies (ICT) departments more closely with business processes. This needs to be taken to the next level. Traditionally, ICT dealt with information systems applications with internal focus and concentrated on the applications. What is needed is an external focus for the ICT department, i.e. focus on people. Companies have used their ICT departments to transform their relationships with the external customers. Now the ICT departments need to transform the relationship with the internal customers (users). 

The Web and the Internet have increased the interaction between customers and companies.



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