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E-Commerce Logistics and Fulfillment By Deborah Bayles

E-Commerce Logistics and Fulfillment
by Deborah Bayles

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This book is based on a course Bayles teaches at UC-Irvine where she developed the entire e-commerce curriculum for their certificate program. This book will cover all backend logistics topics such as how to make the buy vs build decision as far as backend systems for order processing/fulfillment is concerned.

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E-Commerce Logistics and Fulfillment Summary

E-Commerce Logistics and Fulfillment: Delivering the Goods by Deborah Bayles

Payment processing, order fulfillment, product delivery, and other back-end logistics represent the messiest parts of e-Commerce -- but they are also the most crucial challenges in building customer satisfaction and customer loyalty. In this book, one of the world's leading e-Business logistics experts covers every element of back-end logistics, delivering unprecedented insight for decision-making -- and practical techniques that work. Discover world-class solutions for "end-to-end logistics": providing order visibility and service continuity from the buy button to the final destination. Learn today's best practices for order processing and customization, payment processing, handling taxation, shipping, tracking, handling customer inquiries, accounting and inventory control, as well as the unique "reverse logistics" associated with product returns. E-Commerce Logistics and E-Fulfillment includes a complete chapter on global logistics; another on implementing back-end databases; and another on testing, implementation, and rollout. It also presents detailed, real-world case studies from the author's extensive consulting experience.

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About Deborah Bayles

DEBORAH L. BAYLES has been in the software industry since 1979 in marketing and technical management consulting roles for Fortune 500 companies. She is the Founder and CEO of, Inc., an online and off-line venture designed to assist companies with the essential backend/logistics of e-commerce. She also founded NETouch Communications, Inc., in 1994, a company that builds commerce-enabled extranets.

Bayles also teaches e-commerce courses at the UC-Irvine and the Singapore Institute of Management. Her first book, Extranets: Building the Business-to-Business Web, was published by Prentice Hall PTR in 1998.

Table of Contents




The Organization of This Book.

Contact Information.


1. The Next Big Challengein Electronic Commerce.

The E-Logistics Landscape. Where Will You Play? What Business Are You In? Integrating with Inventory and Fulfillment. Providing Customer Service. Four Customer Service Needs. Measuring Success. Developing the Customer Relationship. Branding, Launching, and Promoting Your Site. Resources.

2. Building an E-Commerce Infrastructure.

Important Rules and Regulations. Protecting Consumers' Privacy Online. The Children's Online Privacy Protection Rule. Project A Real-Life Horror Story. Defining Your Business Processes. Resources.

3. Benefits Versus Costs: The Real Costs Surrounding the Buy Button.

Some Basic Methods for Measuring Financial Value of the E-Business Proposal. E-Business Cost Reduction Potential. Costs of Acquiring Customers vs Retaining Them. Cost Savings. Reductions in Cost of Supply and Cost of Sales. Costs of an E-Business Site. Choosing a Project to Demonstrate ROI. Sample ROI Calculation Worksheets. Resources.

4. Payment Processing, Fraud, and Other Taxing Issues.

Who's Who and What They Do in Credit Card Processing. The Unique Challenges of Internet Merchants. Serious Stuff. Internet Fraud. Internet Taxation. Resources.

5. Customer Service.

Chasing Empty Shopping Carts. Customer Service Creates Customer Loyalty. Multiple Contact Points. Customer Self-Service. From Call Centers to Contact Centers to Commerce Centers. Customer Relationship Management Systems. Web-Enabling the Call Center. Call-Enabling the Web Center. Resources.

6. Ship Happens.

How to Offer "Free" Shipping. How E-Commerce Is Changing Transportation and Logistics. The Big Home Run. Online Shipping Tools for E-Commerce Sites. Resources.

7. Achieving True Fulfillment.

Offline Retail Fulfillment Models. Online Fulfillment Models. E-Fulfillment Processes. Resources.

8. Global Logistics.

The Profit Potential of Going Global. Resources.

9. Databases and Emerging Data Exchange Standards.

The Essential Ingredient. Integration. XML. Emerging Data Exchange Standards. Open Buying on the Internet. BizTalk. Information and Content Exchange. RosettaNet. CommerceNet's eCo. The Real Competition. OTAs-Oh, Those Acronyms! Resources.

10. Send It Back! The Role of Reverse Logistics.

What Is Reverse Logistics? Barriers to Reverse Logistics. The Special Challenges of Electronic Commerce. Toughening Up Return Policies. Reverse Logistics and Environmental Impact. Developing a Reverse Logistics Strategy. Handling International Returns. Return Merchandise Authorization (RMA) Process. Reverse Logistics Glossary. Resources.

11. Outsourcing the Whole Thing.

The Pros and Cons of Outsourcing. What About Drop Shipping? Evaluating Potential Outsourcing Partners. Fourth-Party Logistics Providers. Preparing for Outsourcing. Major E-Logistics and E-Fulfillment Players. Resources.

12. User Perspectives.

In Their Own Words: Two User Perspectives. Lucky Brand Jeans, a Division of Liz Claiborne Starting Up an Online Channel. Ingram Micro, World-Class Computer Products Distributor and E-Commerce Provider.



Additional information

E-Commerce Logistics and Fulfillment: Delivering the Goods by Deborah Bayles
Deborah Bayles
Used - Good
Pearson Education (US)
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
The book has been read but remains in clean condition. All pages are intact and the cover is intact. Some minor wear to the spine.