Taking Care of e-Business: How Today's Market Leaders are Increasing Revenues, Productivity, and Customer Satisfaction - Hardcover

Siebel, Thomas M.

Hardcover

ISBN 10: 0385502273 ISBN 13: 9780385502276

Publisher: Doubleday Business, 2001

Synopsis

The founder and CEO of Siebel Systems, the world's leading provider of eBusiness software, reveals the eight principles of eBusiness that companies must master to succeed in today's economy.

How is IBM, one of the world's most complex business organizations, tying its many operations together to gain a unified view of its customers and present a unified view to its customers? How does Marriott International achieve its exceptional focus on guest satisfaction resulting in occupancy rates dramatically higher than the competition? How is WorldCom transforming itself from a long-distance telephone company into a provider of total communications solutions?

In Taking Care of eBusiness, Siebel System's founder, chairman, and CEO, Tom Siebel shows how these and other market leaders are applying information and communication technology to better understand and satisfy their customers. Thanks to today's eBusiness technology, organizations can conduct business in any way their customers want; anytime, anywhere, in any language and currency, and through any channel. In today's competitive climate, that ability, says Siebel, is no longer just an option; it is a matter of business survival.

The age of eBusiness is in truth the age of the customer. Today's empowered customers are able to switch to the competition with unprecedented ease and speed. Nothing is more critical for business success, therefore, than delivering the highest levels of customer satisfaction.

While companies must still compete on price, product quality, and distribution, those factors alone are not enough to gain a competitive edge: Only organizations that can consistently satisfy and even anticipate their customers' needs will win the escalating battle for customer loyalty.

And Tom Siebel knows whereof he speaks. Siebel Systems is the world's leading provider of eBusiness applications software; the technology enabling many of the largest and best-known organizations to transform themselves into customer-focused eBusiness leaders. Based on his company's hands-on experience in implementing successful eBusiness systems, Siebel reveals the eight essential principles of eBusiness, and outlines a straightforward, five-step process any company can use to become an effective eBusiness.

Illustrated with detailed case studies that take an insider's look at the eBusiness strategies of companies such as Chase, Dow Chemical, Honeywell, Quick & Reilly, and others, Taking Care of eBusiness is nothing less than a manifesto for success in today's hypercompetitive marketplace.

About this title

From the Back Cover:

Advance acclaim for Tom Siebel's Taking Care of eBusiness:

"Success in the digital economy requires a relentless focus on customer needs and preferences. In Taking Care of eBusiness, Tom Siebel writes with great authority on how organizations can leverage eBusiness technology to maximize customer satisfaction."
--Don Tapscott, Chairman of Digitial 4Sight and bestselling author of Growing Up Digital and coauthor of Digital Capital: Harnessing the Power of Business Webs

"A crash course in customer-focused eBusiness."
--Richard Schmalensee, John C. Head III, Dean, Professor of Management and Economics, MIT Sloan School of Management

"If you are really serious about revamping your business to focus on the customer, then learn how from an expert on the subject. Blending a focus on business processes with deep knowledge of the technologies and systems involved, Tom Siebel shares the insights he has gained from building his company into the number one player in the customer relationship management industry."
--Geoffrey Moore, Managing Director of The Chasm Group and bestselling author of Crossing the Chasm, Inside the Tornado, and Living on the Fault Line

About the Author:

Thomas M. Siebel is the Chairman and CEO of Siebel Systems, Inc., the world's leading provider of eBusiness applications software. A noted industry spokesman, Mr. Siebel is also coauthor of Virtual Selling (Free Press, 1995) and Cyber Rules (Currency/Doubleday, 1999). Mr. Siebel attended the University of Illinois at Urbana-Champaign, where he received a B.A., M.B.A., and M.S. in computer science.

About this edition

• Publisher: Doubleday Business
• Publication date: 2001
• ISBN 10: 0385502273
• ISBN 13: 9780385502276
• Binding: Hardcover
• Edition number: 1
• Number of pages: 272