Chapter 13 Objectives:
Describe the role of support services in EC.
Define EC order fulfillment and describe the EC order fulfillment process.
Describe the major problems of EC order fulfillment.
Describe various solutions to EC order fulfillment problems.
Describe CRM, its methods, and its relationship with EC.
Describe eCRM implementation and tools.
Describe other EC support services.
Discuss the drivers of outsourcing support services.
When discussing order fulfillment, it is inevitable to mention Amazon.com.
Amazon.com is a giant e-tailer, probably one of the most successful e-businesses
nowadays, and mostly thanks for its excellent order fulfillment and logistics.
Other support services are security, payment systems, infrastructure and technology.
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