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Contents 11

◆ Interactive Session: Technology Customer Relationship Management Heads to
the Cloud 390
Learning Track Modules: SAP Business Process Map, Business Processes in
Supply Chain Management and Supply Chain Metrics Best-Practice Business
Processes in CRM Software, 391
Review Summary 392 • Key Terms 393 • Review Questions 393 • Discussion
Questions 393 • Hands-On MIS Projects 394 • Video Cases 395 • Collaboration
and Teamwork Project 395
◆ Case Study: Summit Electric Lights Up with a New ERP System 396

Chapter 10 E-commerce: Digital Markets, Digital Goods 400

◆ Opening Case: Groupon’s Business Model: Social and Local 401
10.1 E-commerce and the Internet 403
E-Commerce Today 403 • Why E-commerce Is Different 405 • Key
Concepts in E-commerce: Digital Markets and Digital Goods in a Global
Marketplace 409
10.2 E-commerce: Business and Technology 412
Types of E-Commerce 413 • E-Commerce Business Models 413 •
E-Commerce Revenue Models 416
◆ Interactive Session: Organizations Location-Based Marketing and
Advertising 417
Social Networking and The Wisdom of Crowds 420 • E-Commerce
Marketing 421 • B2B E-commerce: New Efficiencies and Relationships 426
◆ Interactive Session: Management Social Commerce Creates New Customer
Relationships 427
10.3 The Mobile Digital Platform and Mobile E-commerce 431
Location-based Services and Applications 432 • Other Mobile Commerce
Services 433
10.4 Building an E-commerce Presence 434

Pieces of the Site-Building Puzzle 435 • Business Objectives, System
Functionality, and Information Requirements 435 • Building the Web Site:
In-house Versus Outsourcing 436
Learning Track Modules: E-commerce Challenges: The Story of Online Groceries,
Build an E-commerce Business Plan, Hot New Careers in E-commerce, E-commerce
Payment Systems 439
Review Summary 439 • Key Terms 440 • Review Questions 440 • Discussion
Questions 441 • Hands-On MIS Projects 441 • Video Cases 442 • Collaboration
and Teamwork Project 442
◆ Case Study: To Pay or Not to Pay: Zagat’s Dilemma 443

Chapter 11 Managing Knowledge 446
◆ Opening Case: Designing Drugs Virtually 447
11.1 The Knowledge Management Landscape 449

Important Dimensions of Knowledge 449 • The Knowledge Management
Value Chain 451 • Types of Knowledge Management Systems 453

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