amazon. com Tradition New Model Newer model Next model Model Publisher publisher publisher Distributor Distributor amazon. com amazon.com retailer Consumer Consumer Consumer
HUANG Lihua, FUDAN UNIVERSITY Tradition Model Publisher Distributor retailer Consumer New Model publisher Distributor Consumer Newer Model publisher Consumer Next Model ?
Major trends in the Internet ages Customer-Oriented trends peed of service for the customer, time is money Self-service empowered customers More product choices more personalization Integrated solutions, not piecemeal products
HUANG Lihua, FUDAN UNIVERSITY Major Trends in the Internet Ages Customer-Oriented Trends • Speed of service: – for the customer, time is money • Self-service: – empowered customers • More product choices: – more personalization • Integrated solutions, not piecemeal products
Major Trends in the Internet Ages Service and process trends Integrated sales and service customization and integration Seamless Support consistent and reliable customer service Flexible fulfillment and convenient service delivery streamline your supply chain Increased process visibility
HUANG Lihua, FUDAN UNIVERSITY Major Trends in the Internet Ages Service and Process Trends • Integrated sales and service: – customization and integration • Seamless Support: – consistent and reliable customer service • Flexible fulfillment and convenient service delivery: – streamline your supply chain. • Increased process visibility