- E-Commerce Sourcebook 1

gale e-commerce sourcebook

TABLE OF CONTENTS

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Preface and User’s Guide . . . . . . . . . . . . . . . . . . . .xiii

VOLUME 1 ‘‘How To’’ Topics in E-Commerce Accounting Practices in E-Commerce . . . . . . . . . . . 1 Advertising on Your Web Site . . . . . . . . . . . . . . . . . 2 Advertising Your Web Site . . . . . . . . . . . . . . . . . . . . 4 Anticipating the Size of Your Market . . . . . . . . . . . 6 Application Service Providers . . . . . . . . . . . . . . . . . . 8 Authoring Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Bandwidth Management . . . . . . . . . . . . . . . . . . . . . . 10 Bricks-and-Clicks versus Pure Play E-Commerce . . 12 Business Planning for Online Enterprise . . . . . . . . 13 Business-to-Business Exchange (B2B). . . . . . . . . . 10 Business-to-Consumer (B2C) Exchange . . . . . . . . 17 Business-to-Government (B2G) E-Commerce . . . 18 Call Center Services . . . . . . . . . . . . . . . . . . . . . . . . . 20 Consumer Privacy Issues . . . . . . . . . . . . . . . . . . . . . 21 Currency Issues in Electronic Commerce . . . . . . . 23 Customer Relationship Management . . . . . . . . . . . 25 Customer Touch Points. . . . . . . . . . . . . . . . . . . . . . . 27 Data Integrity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Data Mining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Data Warehousing . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Day Trading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Differentiation Techniques in E-Commerce . . . . . 35 Digital Authentication . . . . . . . . . . . . . . . . . . . . . . . . 37 Disaster Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 E-Branding Strategies . . . . . . . . . . . . . . . . . . . . . . . . 40 E-Commerce Business Models . . . . . . . . . . . . . . . . 41 E-Commerce Education and Training . . . . . . . . . . 43 E-Commerce Hardware Needs. . . . . . . . . . . . . . . . . 44

E-Commerce Incubators . . . . . . . . . . . . . . . . . . . . . . E-Commerce Standards. . . . . . . . . . . . . . . . . . . . . . . Electronic Banking for Businesses . . . . . . . . . . . . . Employee Retention. . . . . . . . . . . . . . . . . . . . . . . . . . Essential Reading in E-Commerce . . . . . . . . . . . . . Establishing an Online Newsletter . . . . . . . . . . . . . Free versus Subscription-Based Services. . . . . . . . Harvest and Exit Strategies . . . . . . . . . . . . . . . . . . . Hiring Consultants . . . . . . . . . . . . . . . . . . . . . . . . . . . Insurance Issues for Online Firms . . . . . . . . . . . . . Intellectual Property Online . . . . . . . . . . . . . . . . . . . Internet Job Creation . . . . . . . . . . . . . . . . . . . . . . . . . Legacy Systems, Processes, and People . . . . . . . . Legal Considerations of E-Commerce . . . . . . . . . . Limitations of Online Enterprises . . . . . . . . . . . . . . M-Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Change . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing and Evolving a Global Presence . . . . . Managing Industry Life Cycles in E-Commerce. . . . Managing Inventory. . . . . . . . . . . . . . . . . . . . . . . . . . Marketing Plans for Online Enterprises. . . . . . . . . Merchant Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . Mergers and Acquisitions . . . . . . . . . . . . . . . . . . . . . Metatag Strategy and Design . . . . . . . . . . . . . . . . . . Multilingual Issues in E-Commerce . . . . . . . . . . . . Multimedia in E-Commerce. . . . . . . . . . . . . . . . . . . Network Topologies in E-Commerce . . . . . . . . . . . Ongoing Internet Marketing. . . . . . . . . . . . . . . . . . . Online Auctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Online Content Management and Provision . . . . . Online Freelancing. . . . . . . . . . . . . . . . . . . . . . . . . . . Online Profiling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Online Sources of Market Data. . . . . . . . . . . . . . . . Online Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Outsourcing Options . . . . . . . . . . . . . . . . . . . . . . . . . 94 P2P Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Package Management . . . . . . . . . . . . . . . . . . . . . . . . 96 Payment Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Performance Metrics . . . . . . . . . . . . . . . . . . . . . . . . . 99 Product Life Cycles in E-Commerce . . . . . . . . . . 100 Product Management . . . . . . . . . . . . . . . . . . . . . . . . 101 Programming Languages. . . . . . . . . . . . . . . . . . . . . 103 Project Management . . . . . . . . . . . . . . . . . . . . . . . . 104 Proprietary Systems versus Out-of-Box Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Return on Investment (ROI) Metrics for ECommerce Services . . . . . . . . . . . . . . . . . . . . . . . 106 Securing Financing . . . . . . . . . . . . . . . . . . . . . . . . . 107 Security in E-Commerce Systems. . . . . . . . . . . . . 109 Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Shared and Co-Sponsored Sites. . . . . . . . . . . . . . . 112 Shopping Cart Software . . . . . . . . . . . . . . . . . . . . . 113 Software Development Models . . . . . . . . . . . . . . . 114 Supply Chain Management . . . . . . . . . . . . . . . . . . 116 Supply Logistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Transforming Business Strategies . . . . . . . . . . . . . 118 Using Print Media to Support Online Media . . . 120 Voice Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Web Portals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Web Rings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Web Site Design . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Web Site Interactivity . . . . . . . . . . . . . . . . . . . . . . . Web Site Life Cycles and Maintenance. . . . . . . . Web Site Usability. . . . . . . . . . . . . . . . . . . . . . . . . . XML and Metadata . . . . . . . . . . . . . . . . . . . . . . . . . Directory of E-Commerce Associations, Consultants, and Other Organizations Associations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Computer Software . . . . . . . . . . . . . . . . . . . . . . . . . Consultants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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VOLUME 2 Directory of E-Commerce Associations, Consultants, and Other Organizations (continued) Consultants (continued). . . . . . . . . . . . . . . . . . . . . . Educational Programs . . . . . . . . . . . . . . . . . . . . . . . Government Regulatory Agencies. . . . . . . . . . . . . Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Trade Shows & Conventions . . . . . . . . . . . . . . . . . Website Designers . . . . . . . . . . . . . . . . . . . . . . . . . . Website Hosting Companies . . . . . . . . . . . . . . . . . Directory of Leading E-Commerce Companies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ranking by Revenue . . . . . . . . . . . . . . . . . . . . . . . . Ranking by Number of Employees. . . . . . . . . . . . General Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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INTRODUCTION

By the early 2000s, it seemed almost banal to assert that the Internet has effected revolutionary change, not only in the world of computers and communications, but in the broader realms of human civilization, including areas of economics, culture, social relations, language, and politics. That fact served to reinforce how thoroughly entrenched the transformation has become in society and in the public mind. In extending its tentacles to ever further spheres of human interaction, the Internet itself was being transformed as well. At the outset of the 21st century, users of the Internet at all levels—from the average Web surfer to the technician, from activists to policy makers, from consumers to entrepreneurs—were in the process of defining the Internet&rsquouo;s character and the place it would secure within society. A flexible technology and medium, the Internet was ultimately defined by its uses, which continue to develop and expand. Thus, with business developments playing a crucial role in the Internet’s makeup, entrepreneurs were well positioned to play a key role in impacting, if not determining, the Internet’s future and, accordingly, many aspects of society at large. Those entrepreneurs engaging in e-commerce activities, in particular, were of special importance in the early years of the 2000s as the initial dot-com hype wore off and the e-commerce industry began to search out new paradigms for online commercial activity. The literature on e-commerce—its opportunities for riches, its technical workings, its effects on culture and society, and its potential dangers—could fill miles of shelf space in our libraries. In particular, books seeking to instruct budding entrepreneurs in the art of conquering the dot-com jungle comprise a vast publishing niche in their own right. To date, however, the literature has lacked a single comprehensive reference source designed to be of use to existing and aspiring entrepreneurs, students, researchers, and interested laypersons. Such a comprehensive source can

be found in the Gale E-Commerce Sourcebook, which consists not only of practical knowledge and instruction, but also includes detailed directory data and resource contact-information, allowing readers to follow through with their research in an efficient and pragmatic way. The Gale E-Commerce Sourcebook exists to fill this gap in the literature, answering in simple terms the many questions that arise in the course of establishing or running an e-commerce firm.

E-COMMERCE: HOW WE GOT HERE The Internet, born in the 1960s of Pentagon-funded experiments into cutting-edge military communications, blossomed into a research and informationexchange medium of particular use to academics in the 1970s and 1980s, and finally into the backbone for email, the World Wide Web, and other popular communications in the 1990s. By the end of the 20th century, few people in the United States were completely without access to the Internet, either at home or via libraries or commercial venues. Meanwhile, the Web itself, designed to universalize Internet usage, grew into a sweeping economic force as, it seemed, the entire commercial universe was rapidly whisked into cyberspace through the mid- and late 1990s, all the while transforming the manner in which business is conducted. In this latter stage, businesses grew increasingly interested in these technologies for their own strategies, and looked to the Internet and the Web as a potentially vast new market, upon which one needed to capitalize quickly to establish a firm presence. Meanwhile, there arose a tremendous literature in business circles geared toward new business models centered on or incorporating Internet communications and technology. But coinciding as it did with the broader economic boom of the 1990s, and as Internet

A NEW ECONOMY?

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stocks defied gravity and traditional economic logic in the late 1990s, this transformation in the economic landscape gave rise to a new crop of literature pointing to the Internet, e-commerce, and information technologies as hallmarks of a New Economy, a fundamentally new epoch in economic history in which the old rules—including the business cycle and traditional business models and wisdom—no longer applied. Such musings were fiercely debated, but the ideas were taken seriously enough to occupy huge quantities of space in the business press, economic journals, and political and popular discourse, while in the stock market the economic stalwarts appeared to shift from blue chips like IBM, General Motors, and General Electric to digital-age hot shots such as AOL, Amazon.com, and Yahoo!. Meanwhile, flamboyant and brash entrepreneurs such as broadcast.com founder Mark Cuban and Buy.com’s chief Scott Blum epitomized the business heroes of the day, displacing the more staid and conservative leaders of yesteryear. Cuban, for his part, grew highly visible in the late 1990s as a prolific public speaker, extolling his vision of e-commerce as the medium that would consume commercial activity as we know it. Blum, meanwhile, overtly and proudly eschewed all traditional business sense, styling his company as a daring trailblazer in e-commerce. On the way, Blum built Buy.com into the second-largest online retailer, after Amazon.com. All the while, commentators enthusiastic about the emergent New Economy held up these entrepreneurs’ business models as hallmarks of the future, chiding others to drop their antiquated Old Economy thinking and embrace the future in the making. Lending some credence to such seemingly extreme views, stock valuations in the dot-com revolution were divorced from traditional bases, such as fundamentals, profits, and long-term growth strategies. Those insisting that this constituted a mere speculation bubble were regularly denounced as cranks clinging to the old mode of thinking. And, for a while, the market kept proving the enthusiasts right. For instance, analysts insisted in 1997 that Yahoo!’s stock was grossly overvalued, but an investor who had accepted that analysis and sold out would have missed out on a tremendous financial windfall, as Yahoo!’s stock continued its upward surge through the rest of the decade. When the Dow Jones Industrial Average broke the unimaginably high 10,000 barrier in March 1999, even skeptics began to wonder if the economy had indeed entered unprecedented territory, and whether information technology now guaranteed us more or less continual economic expansion. THE DOT-COM BUSINESS MODEL. Through this period, a dominant model among dot-com firms (especially true for pure-plays) began to emerge, differing

markedly from any previous model and particularly novel given its tremendous success. In this model long-term plans for profitability, attention to the bottom line, and concern for internally funded growth and development were almost completely abandoned. The goal was to explode on the scene fueled by venture capital, make a lucrative initial public offering (IPO), watch the firm’s stock value catapult into the stratosphere, and then liquidate or sell out to a larger firm. Frequently, this process was repeated several times by the same individuals, producing a class of ‘‘serial entrepreneurs.’’ As noted, investors failed to disappoint. Convinced they were sitting on top of the greatest financial goldmine of the era, venture capitalists and others poured enormous sums into just about every company with a ‘‘.com’’ appended to its name. Thus, e-commerce firms stayed afloat overwhelmingly on investor dollars, which, during the boom years, proved to be an especially lucrative practice but one that planted the seeds of volatility. With few viable means of selfsustaining income, these companies were rendered almost entirely dependent on the whims of the stock market and the attractiveness of their firms in the venture capital markets, a market which, through this period, was in large part based on hype-driven trends and herd-like investment patterns. With such copious flows of investment capital, dot-coms could afford to engage in highly unorthodox pricing strategies, undercutting their competitors by wide margins to draw in customers. But with little planning or organizational preparation to handle the business that came in, e-commerce firms were notorious for their dismal order-handling performance, and the complaints rolled in and were echoed in the press, leading to the first wave of a backlash that would culminate in the tech-market crash. Meanwhile, although these pricing strategies succeeded in winning customers from competitors, there was little actual money being made due to the low pricing for products and services, and thus such firms still failed to generate their own stable revenue streams, continuing their dependence on investment capital. Finally, since rapid growth and staking a claim to the emergent Internet market were seen as chief priorities, dot-coms sunk enormous quantities of capital into splashy advertising schemes to grab the public’s attention. DOT-COMS

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Finally, in the first half of 2000, the New Economy began to come apart at the seams as the tech market went bust and the cushion of investment capital was pulled out from under the dot-com crowd. E-commerce outfits folded up their tents by the dozens, resulting in a massive shakeout as startups scrambled to make themselves attractive to acquisition or simply exited the market altogether. In the following

TURES.

S O U R C E B O O K

Following the crash, both established, surviving dot-coms and brick-and-mortar firms hardly retreated from e-commerce. Amidst the wreckage, larger firms swallowed up smaller ones and integrated their Internet expertise and market footings into their own operations. But the practice of emerging hard and fast on an endless supply of investment dollars, with only cursory planning for the long term and little grounding in traditional business wisdom, was simply no longer an available option, as this strategy rested on e-commerce’s novelty and hype, and investors’ attendant rush to capitalize on the trend. As for the New Economy, the reality in the early 2000s points to a middle ground between the hyperenthusiasts and the more vitriolic nay sayers. Technological innovations, and the Internet in particular, have indeed produced substantial alterations in the productive workings of the economy, and e-commerce has drastically transformed the ways in which business is conducted, but old laws, such as the importance of planning for sustainable profitability, remain firmly intact.

environment for the various actors with whom e-commerce firms regularly come into contact. Comprehending the relationship between e-commerce and these groups is a vital component of the entrepreneur’s arsenal of knowledge. Among the many lasting changes to the make-up of businesses as a result of e-commerce and its information-technology architecture was the organizational structure. Relative to their forebears, companies in the Internet age are diffusely organized, operating across vast, interlocking networks, often irrespective of geographical or international boundaries. Inter- and intrafirm networking are now the norm, and this calls for more than simply ‘‘getting connected.’’ Rather, networks must be strategically and creatively designed to foster specific kinds of relationships and flows of information for optimal efficiency and competitive advantage.

BUSINESSES.

Production methods have evolved from the mass production techniques of the Fordist era to flexible production procedures organized across diffuse networks, coordinated by highly integrated information technology incorporating all facets of the firm’s operations, from supply logistics to inventories, from orders to shipping information. The earlier, Fordist model proved simply too rigid and costly for the diversified and rapidly changing market conditions of the e-commerce era, and in its place are such developments as information technology-based supply chain management, just-in-time inventory, mass customization, and other innovations.

THE INTERNET AND E-COMMERCE: LASTING CHANGES

Also generally proven to be too rigid and antithetical to the needs of e-commerce and Internet-based production are the scientific management theories of Frederick Winslow Taylor, known as Taylorism, which served as the dominant mode of business management, particularly for large corporations with extensive bureaucracies, through the 20th century. Characterized by highly regimented flows of information and authority, Taylorism broke down corporations into their components and designed each for optimal efficiency via elaborate systems of rules. In this way, control was concentrated in the hands of skilled professional managers and organized hierarchically. In the Internet age, with a premium on ‘‘knowledge workers’’ and creative innovation, firms are increasingly organized more horizontally, with diverse and interweaving flows of information for maximum knowledge sharing.

Though the glory years may be over, and e-commerce entrepreneurs must come to terms with a rougher reality in which meticulous planning and innovative creativity are required for success, it is crucial to understand the ways that the Internet and ecommerce have transformed the economic and social

CONSUMERS. The experience of the customer was among the most dramatically transformed components of the e-commerce era. Accustomed to simple pricing comparisons, 24-hour access, without respect to geography, and without ever having to leave their homes, customers are afforded incomparable convenience,

The Internet economy didn’t consume the Old Economy, nor did brick-and-mortars triumph over ecommerce. Rather, the early 2000s are marked by a growing synthesis between these two realms, to the point where it no longer makes sense to dwell on divisions between two types of economies: there is now simply the economy, driven in part by, but also transforming, the Internet and e-commerce. E-commerce business models in the 21st century can no more afford to abandon traditional business thinking than brick-and-mortar firms can afford to ignore ecommerce.

INTRODUCTION

years, the stock markets continued to flounder, remaining well below their boom-cycle peaks. While these events were certainly couched within a broader trend in the economy and in the technology sector in particular, the tremendous hype about the e-commerce-driven New Economy and the novelty and brashness of the dot-com model produced a vicious backlash. E-commerce became the poster sector for late 1990s ‘‘irrational exuberance,’’ an apt term coined by Federal Reserve Board chairman Alan Greenspan.

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and their expectations have been heightened accordingly. ‘‘The customer is always right’’ is an adage that has rarely carried such significance, as consumers grow familiar with the bevy of innovative customerservice schemes already in place. From easy access to account information to personalized shopping at their favorite Web sites, the demands of customers have never been as crucial to a firm’s operations; thus, any business’s successful e-commerce strategy must place a premium on getting to know customers and earning their trust. The Internet economy offered workers a markedly different environment than that in most traditional offices. Dot-coms lured many skilled knowledge-workers, who were looking to circumvent the standard corporate model, with flexible hours, a casual work environment, creative input, control over the work process, and cutting-edge business practices. One drawing card that proved unreliable over the long run, however, was the heavy reliance by e-commerce firms on stock options to attract new workers. When the economy tumbled and dot-coms went under, the lucrative gains expected from stock options often failed to materialize. Work in the e-commerce era is characterized by perpetual connectivity, knowledge of computer systems as a requirement, and completely overhauled and redesigned work processes—even for the most menial occupations—to incorporate information technology.

WORKERS.

INVESTORS. Internet technologies served to usher in a vast industry catering to investors of all stripes, from neophytes to professionals, from long-term speculators to day traders. Champions of online investing pointed to its low barriers to entry, technical ease of Internet trading, low commissions on trades, and greater investor control over portfolios as factors leading to the democratization of securities markets. But while profound changes were afoot in the investment world, online investment also posed its challenges to the e-commerce industry and the economy as a whole. With so many new investors entering the market, companies have had to adjust to increasing volatility, thus posing challenges to projections of long-term cash flow.

PURPOSE OF THIS BOOK The Gale E-Commerce Sourcebook is intended, first and foremost, to be a practical resource for entrepreneurs, researchers, high school and college business students, and lay readers with no special prior knowledge or training in business or information technology. It serves as a guide through the workings of e-commerce, providing answers to the major questions facing anyone seeking to break into the field, and instructing readers how to launch, develop, grow, and

maintain an e-commerce enterprise. In addition, the book helps general readers understand and appreciate the broader e-commerce landscape, and instructs ecommerce entrepreneurs, including existing brickand-mortar firms, how to transform their enterprises in order to make the foray into the e-commerce market. Wading into the murky waters of e-commerce literature and media commentary can be a confusing prospect. From the excessive optimism of the late 1990s to the often-dismal tone of the early 2000s, there has been precious little opportunity to read consistently level-headed analysis of the ins and outs of e-commerce for up-and-coming entrepreneurs. To be sure, there is good reason for healthy skepticism of some of the more dramatic claims about the Internet-based revolution, not the least of which was the massive ecommerce shakeout and the dramatic bust in the stock market, which discredited the hype and called into serious question the received wisdom of the Internet business models of the late 1990s. The Gale E-Commerce Sourcebook seeks to strike a balance between the positioning of e-commerce as a panacea for economic growth on the one hand and the deriding of it as a fraudulent money pit on the other. E-commerce, while still developing, is clearly here to stay, and thus it presents itself as a practicality and an opportunity. Moreover, a common hallmark of the typical 1990s instructional tome on e-commerce, seeking to impart wisdom to the aspiring e-commerce titan, was its inflated claims and promises, not to mention trendy jargon and irreverence for traditional business wisdom that some conflated with the very nature of innovation through its boom years. In place of hype, the Gale ECommerce Sourcebook attempts to impart practical knowledge to the reader in clear, sober language grounded in tried-and-true business practices. Avoiding the superficial and faddish extremes of much popular literature on e-commerce, the Gale E-Commerce Sourcebook hopes to aid readers in eluding the costly mistakes—and losses—that such thinking all too often produced. For entrepreneurs just starting out in e-commerce, so many questions arise that it often seems difficult to know where to begin. In addition to all the general considerations of launching a business of any stripe, the e-commerce model spills a host of new questions into the entrepreneur’s lap, ranging from the technical considerations of doing business on the Internet to the qualifications of traditional business methods that the Internet model demands. The Gale E-Commerce Sourcebook answers a great many of these questions and provides suggested avenues for further inquiry.

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E-commerce in the 21st century is a much more

market conditions, and wily enough to find their own niche within them or even to transform those conditions through innovation. Obviously, a reference source such as this cannot teach the kind of creativity and ingenuity that will produce the next batch of e-commerce giants and mark the development of the Internet; that remains the special provenance of the entrepreneurial spirit. What the Gale E-Commerce Sourcebook does help to provide is the basic tools—knowledge, clarity, and informational resources. In short, the foundation upon which such creativity and development can be realized.

INTRODUCTION

discriminating and competitive marketplace than that which surfaced in the 1990s. Because emerging entrepreneurs generally lack the economies of scale enjoyed by their more entrenched and established competitors, they need to be especially smart about where they direct their money in the early development stages, and they can no longer rely on an endless flow of investment capital to make up the difference. Ecommerce entrepreneurs in the 2000s and beyond need to be simultaneously creative and rational, grounded in extensive knowledge of the workings of existing

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PREFACE AND USER’S GUIDE

PREFACE In today’s rapidly evolving business landscape, more information on Internet commerce is essential for entrepreneurs establishing new enterprises. This first edition of the Gale E-Commerce Sourcebook (GECS) presents a comprehensive view of the topics and terms, organizations, and companies most relevant to the world of e-commerce. Designed to facilitate the start-up, development, and growth of e-commerce business, GECS combines instructional essays on a wide variety of e-commerce topics and directory listings of companies, services, and government agencies to provide readers with access to the most essential e-commerce information and resources. This two-volume work is an invaluable tool for new and seasoned e-commerce entrepreneurs, students performing industry research and analysis, and individuals interested in understanding the volatile Internet industry more fully. GECS features:

T ‘‘How To’’ essays covering the 100 most commonly asked questions relating to e-commerce, such as how to write business and marketing plans, secure financing, and evaluate candidates for designing a website. T Extensive directory of over 4,700 organizations, associations, and agencies related to the e-commerce industry, including computer software, trade shows and conventions, licensing and regulation, and management consultants. T Profiles of the top 250 e-commerce companies worldwide, including financial statistics and descriptive information. T Rankings by revenue and by number of employees of the e-commerce companies listed. T General Index to organization names, personal names, and subject terms. Readers new to the world of Internet business will find a wealth of

basic information designed to answer their immediate questions and light their research path. Those already versed in the specifics of the industry will find overviews of the biggest players in e-commerce for competitive positioning and in-depth market analysis.

USER’S GUIDE Launching an e-commerce business brings to the entrepreneur a host of new questions and general considerations—from what types of business models are available for e-commerce enterprise to how to recruit and retain talent, and which network topologies to use. Gale E-Commerce Sourcebook (GECS) provides information in a variety of forms and presentations for comprehensive coverage and quick navigation through a bevy of e-commerce topics, companies, and informative listings. Organized in two volumes, this sourcebook is divided into three main sections:

T ‘‘How-To’’ Topics in E-Commerce T Directory of E-Commerce Associations, Consultants, and Other Organizations T Directory of Leading E-Commerce Companies ‘‘HOW-TO’’ TOPICS IN E-COMMERCE. Volume 1 begins with instructional essays on over 90 key topics in the field of e-commerce and provides answers to the most common questions an entrepreneur or student will have, including how much business a site can expect and how users respond to advertising. Some of the key subjects include:

T Accounting Practices in E-Commerce T Data Warehousing T E-Commerce Business Models xiii

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PREFACE AND USER’S GUIDE

T Legal Considerations of E-Commerce T Online Content Management and Provision T Web Site Design

Obviously, such topics easily merit more information than could be addressed in a book of this size and nature, and thus each essay is accompanied by suggestions and resources for further reading. Essays are arranged alphabetically by topic, and all essays are listed in full for easy perusal within the table of contents page. DIRECTORY OF E-COMMERCE ASSOCIATIONS, CONSULTANTS, AND OTHER ORGANIZATIONS. This second section, spanning Volumes 1 and 2, provides coverage on over 4,700 organizations, agencies, and associations relevant to the e-commerce industry. Entries contain organization name; contact information including contact name, address, and phone, toll-free and fax numbers; email and URL addresses; brief description of purpose and services; and descriptive data such as number of employees, date founded, publications, and awards. Entries are arranged alphabetically within the following categories:

and fax numbers; email and URL addresses; brief description of the type of business; and descriptive data such as annual revenue, number of employees, date founded, and major partners. The second half consists of rankings of these firms according to annual revenues and number of employees. A General Index is also included at the end of Volume 2 to provide easy access to organization names, personal names, industries, and subject terms. It is important to note that references are to book numbers rather than to page numbers, and that each section begins with book number ‘‘1.’’ Each book number reference is preceded by a letter denoting a section of the book: ‘‘T’’ denotes a ‘‘How To’’ topic, ‘‘O’’ denotes a listing within the Organization section, and ‘‘C’’ refers the user to a listing within the Companies section. Directory listings and company profiles in GECS were obtained using a variety of means: Direct contact with the associations, organizations, companies, and agencies through telephone surveys, Internet research, or through materials provided by those listees; government resources; and data obtained from other relevant Gale directories.

METHOD OF COMPILATION.

The editors gratefully acknowledge the wise counsel and helpful suggestions of our advisors:

ACKNOWLEDGMENTS.

T T T T T T T T T

Associations Computer Software Consultants Educational Programs Government Regulatory Agencies Publications Trade Shows & Conventions Web Site Designers Website Hosting Companies

DIRECTORY

OF

LEADING

E-COMMERCE

Stephen M. Hayes, Business Services Librarian, Thomas Mahaffey, Jr. Business Information Center, University Libraries of Notre Dame, University of Notre Dame, Notre Dame, Indiana. Dr. Jerome Katz, Ph.D, Mary Louise Endowed Professor of Management at Saint Louis University, Missouri. Brenda Reeb, Director, Management Library, University of Rochester, Rochester, New York. COMPA-

Despite the massive shakeout of so many ecommerce firms, there were a number of highly successful companies who not only sustained the downturn in the dot-com market but managed to flourish and mature, acting as forebears of the kinds of firms that will emerge in the 21st century. This final section is devoted to those examples, and is subdivided into two parts within Volume 2. The first half arranges companies alphabetically by company name, with each entry containing complete contact information including contact name, address, and phone, toll-free NIES.

COMMENTS AND SUGGESTIONS Comments and suggestions regarding the Gale ECommerce Sourcebook are invited and encouraged. Please contact: Managing Editor, Business Product Gale Group 27500 Drake Rd. Farmington Hills, MI 48331-3535 Telephone: 800-347-GALE [email protected]

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‘‘How To’’ Topics in E-Commerce This section provides information and answers to common questions related to e-commerce. Each essay concludes with suggestions for further information and resources.

❚1 ACCOUNTING PRACTICES IN ECOMMERCE

In the early days of e-commerce and through the thick of the dot-com boom, common wisdom held that the novelty of the new electronic business model, particularly as rendered over the Web, was enough to float a business. Thus companies put their efforts into creating the appearance of innovation, while some traditional business concerns were pushed to the back burner. This logic was fed by copious commentary in business journals that dot-coms heralded the death of the traditional business model. Only when the ecommerce bubble burst in the early 2000s did opinions begin to change in earnest, and e-commerce entrepreneurs discovered that a novel business idea wasn’t enough—it had to be backed up by solid practices, and accounting mattered to businesses, customers, and investors alike. So old-school bookkeeping practices are vitally important, but the process of selecting the best accounting practices for your firm depends on your specific business needs. These practices have to arise organically out of the practices and operations your firm employs in general.

NEW CONSIDERATIONS FOR THE INFORMATION AGE Some accounting considerations are fairly new in the e-commerce era, or at least take on new importance. E-commerce firms, especially pure-play, online-only firms, create new forms of value that must be accounted for in some way. Firms delivering fullfledged e-commerce services are more likely to focus their accounting strategies around the product or service they’re offering, paying special attention to factors like intellectual property and the firm’s unique business practices. Innovative practices may have innate value in a still-forming e-commerce market.

With the wealth of data at your firm’s virtual fingertips, it’s crucial to keep in mind that any information that can be transferred into useful knowledge has potential power to augment your financial situation. It’s important to not only harness such knowledge for your firm’s benefit, but to account for it as well. This doesn’t necessarily mean that the rules of the accounting game have changed; rather, established theories and methods of accounting have simply been intensified by the addition of new layers of detail. Accounting practices have to mirror the greater complexity and subtle detail of business the Information Age. Determining when and how to account for particular transactions can have a great impact on the company’s cash flow, assets, and profits. Your firm must devise stable models for allocating costs. Choosing whether to expense a cost, classifying it as a simple expense incurred immediatedly, or to capitalize a cost, classifying it as an investment that can be amortized over time, is one factor e-commerce firms must consider. For instance, you need to determine how best to account for internal-use software—software your business develops or uses exclusively within the firm with no plans to profit from the software itself. In general, accounting organizations favor expensing certain stages of software development as they are incurred, as well as all costs surrounding the software use, such as training, data maintenance, interest payments. However, certain direct development costs, usually the ones directly tied to writing and testing the software, are often capitalized as internal investments. Your company’s financial team will need to be familiar with published standards, such as those of the American Institute of Certified Public Accountants (AICPA) and the Financial Accounting Standards Board (FASB), in order to navigate through these complex decisions. Similarly, advertising costs can be expensed as incurred—at each step as the advertising program is developed—or when the advertisement actually hits the market. Less often, advertising costs may be amortized on the books, provided that the advertising meets certain characteristics of longer-term investments. The timing of the expense accounting may seem trivial, but it is hardly trivial. In financial statements that auditors, tax authorities, and investors need to make crucial decisions about your firm, the timing of such 1

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‘‘How To’’ Topics in E-Commerce

decisions becomes very important for assessing the actual state of your firm’s financial position at a given time. Intellectual capital refers to the accumulated knowledge, expertise, and intangible assets in your firm. It comes from employees; equipment such as hardware, databases, and IT networks; and a host of other sources including patents, trademarks, and the scalability of existing hardware and software—anything that can be considered to add value in some vital way. Because the future value of intellectual capital is difficult to judge, it is likewise difficult to quantify intellectual capital for accounting purposes. Nonetheless, the increasing role of intellectual capital in assessing the value of businesses, particularly in the e-commerce markets, demands that your firm not let this asset go unaccounted for.

Honig, Susan A. ‘‘The Changing Landscape of Computerized Accounting Systems.’’ CPA Journal, May 1999, 14. Kupiek, Eva. ‘‘Shifting Strategies: Challenging the Traditional Business Knowledge.’’ CMA Management, May 2000, 15. Stout, William D., and Ronald E. Marden. ‘‘Accounting for Web Site Costs.’’ Ohio CPA Journal, January-March 2001, 34. Weintraub, Doug. ‘‘Integration of People Application and Technology Critical for Forward Success.’’ Ohio CPA Journal, July-September 2000, 38.

❚2 ADVERTISING YOUR WEB SITE

SOFTWARE Software packages come in all varieties and software consultants are readily available to help you integrate those software applications with your company’s specific ways of conducting business. While early electronic accounting applications consisted of basic spreadsheets, word processors, and databases, applications available in the e-commerce world harness all the power of modern information technology and telecommunications for almost unlimited options and tremendous power and efficiency. Accounting applications are generally able to track all relevant accounting information, from basic accounts payable and receivable to intangible assets, and can augment their usefulness by managing inventory, cutting checks, devising regular reports and accounting summaries, tracking customer and vendor accounts, and integrating with other vital systems, such as supply chain management applications, data warehouses, and internal networks and extranets. WHAT’S THE BOTTOM LINE? The challenge for your company is to create a strategy that will put your firm in the strongest overall position both internally and in the eyes of outsiders. This includes staying within the bounds of accounting ethics, which means not overstating your firm’s financial health by hiding, over- or understating any information vital to an outside observer. Such practices aren’t just important to outsiders. In order for you to make accurate assessments of your firm and sound strategic decisions, you need a clear accounting schedule. FURTHER READING Borthick, Sandy. ‘‘Call Accounting—for IP?’’ Business Communications Review, August 2000, 14.

Online advertising is not a mature medium. As it evolves, unresolved questions about its effectiveness remain. While studies have shown that simple banner ads will drive people to try new products, low clickthrough rates have caused the use of banner ads to decline. Although banner ads offer the possibility of clicking through to another Web site, advertisers should not look at online advertising only as a direct response medium. Online advertising also offers the possibility of building brand awareness. Creating such awareness is not necessarily measured by clickthrough rates. Since people generally go online to perform some type of task, it is not surprising that they are often unwilling to click-through an online ad. However, that doesn’t mean that the ad was not effective in terms of creating awareness and possibly some future action.

OBJECTIVES OF ONLINE ADVERTISING Owners who want to advertise their Web sites need to determine whether their strategy is to drive sales or to create greater awareness of their site. An early2002 study by AdRelevance based on interviews with marketing executives involved in online advertising found that 61 percent mentioned some aspect of branding as their main online advertising strategy. Creating awareness ranked higher than direct response, driving traffic, and driving sales as a primary objective. Other studies have shown that direct response and converting viewers to customers were more important to online advertisers than building brand awareness. A Nielsen/NetRatings study of new online advertising campaigns launched in the first quarter of 2001 found that nearly 90 percent were direct marketing campaigns and that only slightly more than 10 percent were branding campaigns.

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Ads that build brand or name awareness for a Web site are more successful if they also promote brand understanding. Name awareness alone is not sufficient to drive traffic to a Web site. Rather, successful brandbuilding ads offer multiple benefits to drive traffic. They explain overall brand positioning by spelling out the benefits of the site and how the site is able to deliver them. Recognizing that one of the principal motivations for searching the Web is to find information, successful ads for Web sites present informationbased benefits available at the advertised site, such as a product search feature, relevant content, or quality of information.

WHERE TO ADVERTISE Major Internet portals and other high-traffic sites account for a high percentage of Internet advertising. According to the Interactive Advertising Bureau (IAB), the top 25 sites in terms of traffic took in 88 percent of all online advertising revenue during the first half of 2001. Web sites seeking to launch large advertising campaigns that would involve ads appearing on several sites may use the services of companies that specialize in online advertising and operate advertising networks. Ad networks such as those operated by DoubleClick Inc., 24/7 Real Media Inc., and ValueClick Inc. serve as go-betweens between advertisers and Web site publishers. While the ad networks vary from agency to agency, they typically include higher traffic Web sites organized into categories. They also offer enhanced targeting capabilities that can deliver ad impressions to viewers based on their past actions.

sites where the ad appears. This model usually charges on a cost-per-thousand (CPM) basis. It is a model that is based on traditional advertising, where advertisers are charged according to the number of subscribers or size of audience. The cost-per-performance model, on the other hand, offers advertisers the opportunity to pay on the basis of measurable results. Online ads may be measured in term of cost-per-click (CPC), cost-peraction (CPA), cost-per-lead (CPL), or cost-per-acquisition (CPA). Cost-per-action pricing includes not only clicks but also sales and leads. Cost-per-lead pricing is often used in business-to-business ads, where the advertiser specifies how many leads it wants a specific promotion to generate and pays only for those that are delivered. Cost-per-acquisition is similar to CPL except that advertisers only pay when the user makes an actual purchase and is ‘‘acquired’’ as a customer.


These types of mixed results indicate the dual nature of online advertising. On the one hand, direct response ads allow for feedback and a direct connection with the viewer, who can respond to an online ad with a single click. On the other hand, online advertising facilitates brand-building by spreading the word about a Web site. Advertisers may choose both objectives and assign a percentage of ads for sales and a percentage for brand-building. Ads that are designed to drive sales are measured differently than those intended to build brand awareness. Clickthrough and conversion rates are effective measures of ads designed to increase sales at a Web site. Brandbuilding ads, on the other hand, are measured by such factors as awareness, recall, and persuasion.

TYPES OF ONLINE ADS According to a December 2001 study by the Interactive Advertising Bureau (IAB) and PricewaterhouseCoopers (PwC), banner ads accounted for 36 percent of U.S. online advertising revenue in the first three quarters of 2001. Sponsorships came in second with 27 percent, followed by classified ads (16 percent), slotting fees (8 percent), keyword search (4 percent), interstitials (3 percent), e-mail (2 percent), rich media (2 percent), and referrals (2 percent). While banner ads accounted for the highest percentage of online advertising revenue, their use declined in 2001 compared to 2000. Web site publishers often participate in banner exchanges with other Web sites, but they need to be careful that their ads are reaching an appropriate audience. Banner ad exchanges often result in less effective targeting.

AD PRICING MODELS

New ad formats include floating ads and cursor ads. Floating ads appear on screen and can’t be closed or scrolled past. Since they don’t open another window, software programs designed to suppress pop-up ads won’t find the floating ads. Such ads typically run for only a few days to avoid the risk of alienating users. Cursor ads involve attaching the advertiser’s logo to the user’s mouse arrow. Still other types of ads include sound effects, such as music and voiceovers, to gain attention. Known as rich media ads, they utilize JavaScript, dynamic HTML, and downloadable software to gain the user’s attention through interactivity, animation, and multimedia effects.

There are two basic models for pricing online ads, cost-per-impression and cost-per-performance. Costper-impression (also known as cost-per-view) means that advertisers are charged for the number of people who actually see the ad, based on traffic to the Web

Pop-up ads, while they may gain attention, are meeting resistance from Internet users, who have learned to close them even before they are loaded. Users resent that pop-up ads take away control of their computer screen. They serve to interrupt users 3

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rather than engage them. However, pop-up ads and other interstitials were found to be effective in terms of ad recall. Text-based ads offer small advertisers a chance to appear on sites that receive a lot of traffic, such as the popular search engine Google (www.google.com). Google’s AdWords program allows small advertisers to mount a campaign of text-based ads for less than $100. An AdWords campaign at Google might consist of several text-based ads that rotate against the same set of keywords. Google is able to determine which ads have the highest click-through rate and subsequently can show those ads more frequently than ads with lower click-through rates.

ONLINE ADVERTISING STILL GROWING Advertising a Web site online is one of several ways to market and promote an e-commerce Web site. Online advertising was still evolving in 2002 as the industry sought to define and standardize performance measurements. Advertisers could choose from several different pricing models. While the largest online advertisers spent millions of dollars to build their brands and drive traffic to their Web sites, advertising opportunities also existed for small and medium-size ecommerce Web sites. During the first half of 2002, the number of unique online ads rose steadily, indicating that online advertising was making a comeback from the decline in 2001.

Krol, Carol. ‘‘Online Advertising Tide Turning as Unique Ads Continue to Rise.’’ BtoB Online, 13 May 2002. Available from http://www.btobonline.com. Rosner, Hillary. ‘‘Reality Check: Misconceptions about Online Advertising Abound.’’ Brandweek, 4 February 2002, IQ9.

❚3 ADVERTISING ON YOUR WEB SITE

The principal reason that Web site publishers take advertising is to generate revenue. However, several factors in 2001 caused many content sites to turn to other models of revenue generation. For example, the Interactive Advertising Bureau (IAB) reported that the top 25 sites in terms of traffic took in 88 percent of all online advertising revenue during the first half of 2001. Another factor was the 18 percent decline in online advertising recorded during the first three quarters of 2001 compared to 2000. Among the new models considered for generating revenue were subscription services that made selected content available only to subscribers, syndication, co-branding, and ecommerce. Instead of looking for revenue from outside advertisers, some content sites began putting up ads on their sites for products and services they could provide themselves.

FURTHER READING Appelbaum, Ullrich. ‘‘Secrets of the World’s 10 Most Successful Advertising Campaigns for Dotcoms.’’ MarketingProfs.com, 20 February 2002. Available from http://www.MarketingProfs.com. Burt, Erin. ‘‘Made You Look.’’ Kiplinger’s Personal Finance Magazine, April 2002, 30. Calishain, Tara. ‘‘Less Is More: ASCII Might Trump Rich Media in the World of Online Advertising.’’ EContent, May 2002, 24. Dugan, Sean. ‘‘Brought to You By: The New World of Online Advertising.’’ Computer User, March 2002, 34. Hallerman, David. ‘‘Just Like Certs Mints.’’ eMarketer, 12 February 2002. Available from http://www.emarketer.com. Hallerman, David. ‘‘Mind-Share over Matter: Interstitials, Pop-Ups, and Pop-Unders.’’ eMarketer, 20 February 2002. Available from http://www.emarketer.com. Hallerman, David. ‘‘Online Ad Pricing: Count Heads or Count Results.’’ eMarketer, 5 March 2002. Available from http://www.emarketer.com.

TRENDS IN ONLINE ADVERTISING A survey by the Association of National Advertisers found that 79 percent of all U.S. companies advertised online in 2000, up from 67 percent in 1999. Those companies spent an average of $2.4 million each on online advertising, with about half of them saying their primary goal was to develop and improve brand loyalty. Overall, eMarketer estimated that $7.3 billion was spent on Internet advertising in the United States in 2001 and predicted that $8.1 billion would be spent in 2002. Most of that growth was expected to come from traditional advertisers. The top 10 companies spending the most on online advertising in 2001 were eBay ($45.1 million), General Motors Corp. ($42.3 million), Providian Corp. ($29.3 million), Amazon.com Inc. ($27.5 million), Barnes & Noble Inc. ($26.2 million), Bank One Corp. ($25.7 million), AOL Time Warner Inc. ($25.6 million), Classmates Online Inc. ($24.6 million), Vivendi Universal SA ($21.4 million), and Dell Computer Corp. ($21.1 million), according to a report from CMR.

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AD NETWORKS ATTRACT LARGER ADVERTISERS Web sites with enough traffic to qualify may consider becoming part of an ad network, such as DoubleClick Media, 24/7 Network, or ValueClick Inc. Each network has its own characteristics and qualifications for joining. Double Click Media, operated by online ad agency DoubleClick Inc., is a collection of high-profile branded sites. DoubleClick uses its proprietary technology to deliver, target, and report on its customers’ campaigns. It also allows Web publishers to outsource ad sales for their Web sites to the company’s ad sales force. The 24/7 Network is operated by 24/7 Real Media Inc. It is a global online advertising network. As of mid-2002 it consisted of more than 600 high-profile Web sites and 3,000 small to medium-size Web sites in North America, South America, and Europe. The network offered a variety of value-added services to both advertisers and Web site publishers. ValueClick Inc. specializes in performance-based pricing for its ad networks. It operated a comprehensive network as well as 15 targeted categories grouped

according to content. Small and medium-size Web sites may join the ValueClick network by completing an online application. Other products and services offered to participating Web site publishers include real-time statistical reporting, payment management, and the ability to categorize each page of its Web site, among others.

APPEALING TO SMALLER ADVERTISERS


POTENTIAL ADVERTISERS AND HOW TO REACH THEM While online advertising revenue declined significantly in 2001, traditional advertisers spent more to advertise online in 2001 than they did in 2000. According to the IAB, online ad sales declined 18 percent during the first three quarters of 2001 (to $1.8 billion) compared to the same period in 2000. Much of the loss in online advertising revenue in 2001 was a direct result of the dot-com shakeout. However, traditional advertisers such as retailers and automobile manufacturers spent $4.6 billion on online advertising in 2001, compared to $2.7 billion in 2000, according to Forrester Research, which used a broader definition of online advertising than IAB. Forrester also reported that traditional advertisers accounted for 61 percent of online sales in 2001. Sites that take advertising were trying to establish longer-term relationships with advertisers that had been getting 30-day contracts. Such longer-term relationships employed payment models based on users acting on an ad rather than on a cost-per-thousand (CPM) impressions payment model. Performancebased models might be based on cost-per-clicks or on actual sales resulting from the ad. Some sites that were affiliated with offline properties in other media attempted to attract online advertisers by offering cross-platform packages. That is, online ads were offered as part of an overall package of advertising that might include print and outdoor media affiliated with the Web site owner.

Text-based ads appeal to smaller advertisers and can be sold for as little as $10 a month. They load faster than graphic ads and are more difficult to block. Plain text ads are also easier to integrate into Web site design. By appealing to smaller advertisers, Web site owners can greatly increase the potential number of advertisers on their sites. Other benefits include decreasing their reliance on large advertisers and devoting fewer resources to ad sales. A site may generate advertising revenue by offering its community of users the opportunity to advertise to other members of the community. A simple advertising program can be set up by the site’s Webmaster by purchasing an off-the-shelf banner ad system, tweaking it for text-based ads, and integrating it with an automated payment system such as PayPal. Although the use of banner ads declined from 2000 to 2001, joining a banner exchange network may be useful for attracting smaller advertisers who couldn’t otherwise afford to advertise their Web site. Generally, banner exchanges offer less targeting capabilities than ad networks or direct placement of ads.

PUTTING PRINT ADS ONLINE The use of online classified ads increased from 2000 to 2001. According to the IAB, the percentage of companies using online classified ads increased from 5 percent in the first half of 2000 to 15 percent in the first half of 2001. By 2002 online classified advertising had become a highly competitive area among print publishers. According to one newspaper’s Web publisher quoted in Editor & Publisher, ‘‘It’s instantly profitable.’’ Putting print classified ads online was only the first step in the print-to-Web phenomenon. Newspapers began putting other kinds of print ads, including retail display ads, inserts, and special sections, online. They trained their advertising sales representatives to offer the online ads as a bonus for advertising in print. Another advantage to the print publishers was that it didn’t take a lot of extra work to put the print ads online; much of the work was handled by vendors who hosted the service. 5

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MEASUREMENT, PERFORMANCE, AND REPORTING Potential advertisers want verifiable performance measurements. As of early 2002 Web sites and ad networks were using different measurements to determine click-through rates, number of unique visitors, and similar metrics. To deal with this problem, the Interactive Advertising Bureau and PricewaterhouseCoopers (PwC) proposed a set of guidelines to standardize the measurement of online ads at the beginning of 2002. However, Web sites opposed to strict standards of measurement pointed out that online advertising was still a young and evolving medium. Online ads may be incorporated into a site in so many different ways that it is difficult, if not impossible, to standardize the measurement of their effectiveness. Online advertising can track a user’s actions and provide quantified sales. Click-through rates are a standard measurement of an ad’s effectiveness. Clickthrough refers to the number of people who actually click on an ad. Advertisers realize that click-through rates are not the only measurement of an ad’s performance. They do not measure an ad’s effectiveness as part of a brand-building campaign. Ads that are designed to create brand awareness need not rely on click-through rates as a measure of effectiveness. Online advertising is still an evolving medium. Web site publishers can attract advertisers in several ways, such as by joining an ad network or a banner exchange. An important factor is the ability to offer a relevant, well-defined audience to potential advertisers. Web sites that are not part of a network may come to the attention of potential advertisers through their own ads, search engine results, and other methods.

FURTHER READING ‘‘Advertising Online: That Was Then, What Now?’’ eMarketer, 17 October 2001. Available from http:// www.emarketer.com. ‘‘Business Description for DCLK DoubleClick Inc. from Multex.com,’’ 24 May 2002. Available from http:// yahoo.marketguide.com. ‘‘Business Description for TFSM 24/7 Real Media Inc. from Multex.com,’’ 24 May 2002. Available from http:// yahoo.marketguide.com. ‘‘Business Description for VCLK ValueClick Inc. from Multex.com,’’ 24 May 2002. Available from http:// yahoo.marketguide.com. Calishain, Tara. ‘‘Less Is More: ASCII Might Trump Rich Media in the World of Online Advertising.’’ EContent, May 2002, 24.

Daniels, Alex. ‘‘Internet Hawks: The Online Advertising Market Never Lived up to the Hype, but Traditional Advertisers Could Be Its Savior.’’ Washington Techway, 18 March 2002, 20. Davies, Phil. ‘‘Madison Avenue Freeze-Out: New Revenue Models Could Be the Saving Grace for Content Sites.’’ Computer User, March 2002, 26. Dugan, Sean. ‘‘Brought to You By: The New World of Online Advertising.’’ Computer User, March 2002, 34. ‘‘Hey Big eAd Spenders in 2001.’’ eMarketer, 11 March 2002. Available from http://www.emarketer.com. Rosner, Hillary. ‘‘Reality Check: Misconceptions about Online Advertising Abound.’’ Brandweek, 4 February 2002, IQ9. Sullivan, Carl. ‘‘Web Display Ads a Dime a Dozen?’’ Editor & Publisher, 8 April 2002, 9. Torres, Nichole L. ‘‘Calculating Clicks.’’ Entrepreneur, February 2002, 72.

❚4 ANTICIPATING THE SIZE OF YOUR MARKET

Knowing how many potential customers you have—and how much they’re willing to spend—is one of the most basic yet difficult problems businesses of all sorts face. Few businesses can know with certainty how much potential demand exists for their products, yet having some idea can help maximize revenues and prevent spending money on developing a product that will never sell. Large companies readily spend tens of thousands of dollars on detailed marketing studies to estimate potential demand, but even these methods aren’t foolproof. Since their marketing funds are often quite limited, small businesses in particular have to be flexible in order to cope with incomplete and sometimes inaccurate measures of market potential. Before you can estimate your market’s size, you need to spend a little time defining exactly whom it includes. Many new businesses make the mistake of assuming almost anyone will buy their product. They take a product-centered approach, thinking, for example, ‘‘anyone who uses word-processing software will subscribe to my new online resume-building suite.’’ It’s extremely rare to have a product that appeals so widely. In this example it might make sense, instead, to focus on selling to students who use public Web terminals and need a centralized online tool to access their information from different locations. Failing to define the target market realistically can lead to overblown sales forecasts and poorly focused marketing.

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Most businesses find they have one or two welldefined primary markets for their products, and perhaps one or two secondary markets as well. Defining a target market carefully, also called segmenting the market, takes into account a range of demographic traits, or so-called firmographics if you’re selling to other businesses. Among consumers, marketers regularly consider the buyer’s age, gender, income, marital status, geographic location, method of Internet access, even ethnicity. For businesses, relevant characteristics include annual sales, number of employees, number of locations, major software platforms, and line of business. Target markets are also commonly defined according to an earlier buying history, such as people who own luxury cars or businesses that use temporary staffing agencies. This information helps identify who is a qualified and likely buyer. As a rule, the number of viable buyers is smaller than the targeted demographic groups participating in the market. Once the target market is defined, you can begin to collect information about its size. If it is an established market, meaning that other firms already offer a similar product or service, published research may be available. This is also the case if it is a predictable demographic group that many marketers target, say, women over age 50 who use the Internet. A search of newspaper, business press, and trade journal databases at a library or directly over the Web can reveal whether such information has been published in the past. Trade journals, periodicals devoted to a particular industry or profession, can be an especially rich source of information. The same is true of trade associations, which often compile and release statistics for the benefit of their members. If your competitors include publicly traded companies, occasionally investment reports on the individual companies or the industry as a whole will contain estimates of market size. Sometimes even a competitor’s financial disclosures will include estimates of the total market size, or at least their share of it. If you can’t find statistics that relate directly to the market you intend to go after, you may be able to find related numbers which can serve as a platform for making other estimates. Aside from finding second-hand estimates published in newspapers or trade press, you could also look for marketing research firms that sell standardized, syndicated reports covering your target market or a similar one. These kinds of reports often supply the underlying statistics used in the press. Most industries have at least one research house that produces ongoing reports and sells them to companies in the industry along with industry analysts and the press. Many times research firms disclose some of their basic findings for free in press releases or summary sheets available on their Web sites. General e-commerce

studies are produced by research firms like Forrester Research, International Data Corporation, Jupiter Media Metrix, NetRatings, and the Yankee Group. Some of these and a good number of others also conduct customized studies to answer specific marketing questions that aren’t addressed in their standard reports.

ACTING ON MARKET ASSUMPTIONS E-commerce firms can also gauge market size from the ground up, estimating what a given marketing campaign or series of campaigns will yield. Tests or previous experience, for instance, may reveal that a direct e-mail campaign gets a 1.5 percent response, and that you typically end up selling to one out of every four potential customers who respond to direct marketing. By combining this information with other available statistics, such as the total number of businesses in your target market, you can arrive at a crude estimate of the total volume of business available via direct marketing. The calculations might work like this: you assume that the 1.5 percent represents the interested or qualified market out of, say, a total of 20,000 businesses you target. This would amount to a market of 300 qualified and interested businesses you will reach if you contact all 20,000. Multiply the 300 by your average completed sale, let’s say $10,000, and you arrive at a reachable market estimate of $3 million dollars out of a theoretical (and probably unrealistic) target market of $200 million (20,000 times $10,000). Your sales forecast would probably be onequarter of $3 million, or $750,000, based on the historical rate of converting one in four interested prospects into full-fledged sales.


DEFINING YOUR MARKET

This example is simplistic and would not be suitable for many needs. Each step of the estimate is subject to error, and the sum of the potential errors could be very great indeed. In practice, the number of businesses that respond to direct marketing may not be a good indicator of the whole market at all. For one thing, a different e-mail message or a different list of recipients might alter the response rate greatly. Even with the ideal list and messaging, it may well be that the qualified market is better defined by another attribute, not simply those businesses having enough interest to respond to your marketing letter. This method also would not take into account important issues like repeat sales (do customers need your services again if they’ve already bought in the past?), competitor activity (are your competitors gaining market share and leaving you a dwindling portion?), and changes in market size (is the total market growing or shrinking?). Still, market estimates made from reliable, relevant past experiences have advantages over some ‘‘topdown’’ estimates, which may purport a huge potential 7

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market that never materializes. Some large-scale estimates are based on a theory which can’t be fully realized because, for example, potential customers may find substitutes or work-arounds that prevent them from ever entering the market for your products. Statistics about the online world, especially, can be subject to errors in counting unique visitors and obtaining accurate visitor demographics. Similarly, broadly defined market studies may not arrive at an effective definition of who is a likely buyer just by using general demographic traits and statistics, and may overestimate as a result. Of course, any given method can underestimate the market as well, a phenomenon seen in the early expansion of the Internet in the 1990s. When you analyze a general study’s implications for your business, you should also look for assumptions in the study that vary widely from your firm’s experience. For example, if you have established lines of business in other areas, through cross-selling you may be able to reach buyers who are not generally considered part of the market. But by the same token, you may have greater difficulty reaching the recognized market. The bottom line is that market estimates are by nature open to interpretation and change. They are useful for planning and have many implications for your e-commerce strategy, but should not be taken as literal or fixed. More than likely, the market itself is changing over time, as is your position in it.

FURTHER READING Grossnickle, Joshua, and Oliver Raskin. Handbook of Online Marketing Research. New York: McGraw-Hill, 2000.

❚5 APPLICATION SERVICE PROVIDERS

Until the late 1990s, it was rare to hear the term ‘‘ASP’’ (pronounced A-S-P, short for application service provider) in business circles. Today the term has made its way into the vocabulary of commerce and e-commerce. According to information technology consultancy IDC, ASPs will grow into a $20 billion industry by 2006, up from $26 million in 1999. ASPs are third-party software hosts, independent firms that deploy, manage, and provide access to computer applications from their centralized location(s) and servers through a rental-like arrangement. Clients access the applications most commonly via the Web. In their article, ‘‘Application Service Providers: The Next Horizon in Software,’’ Marc Osten and Michael

Stein compare using an ASP to the voicemail service offered by most telephone companies. The technology itself is located at the phone company’s offices, on its equipment. The phone company is responsible for its management and maintenance, but you—and thousands of others—pay a monthly fee to access its capabilities. To callers who hear your personal greeting and leave a message that only you can retrieve, it’s a seamless process; the technology functions as if it were your own. ASPs have grown rapidly in the past few years due to the increasing presence of the Internet and faster, cheaper bandwidth. Their popularity may also be due to the realization that they can provide access, particularly for small and medium-sized businesses, to applications that would otherwise be out of financial and technological reach. Using an ASP, a small company can access sophisticated accounting software, for example, that it wouldn’t be able to afford to license or have the staff to install and manage. Another benefit of using an ASP is the speed of implementation. A firm can sign up with one or more ASPs (different ASPs host different applications) and within days or weeks have access to the application. If the firm were buying its own licenses and installing the software on site (or at multiple sites), it could take anywhere from weeks to months, depending on the complexity of the application, networking needs, and staffing. For a budget-conscious business or a firm with a small or overburdened IT (information technology) staff, ASPs can function as an off-site IT department of sorts. Today, ASPs offer just about any type of application a business might need, including accounting and e-commerce, human resources, database management, customer relationship management (CRM), project management and office productivity, enterprise resource planning (ERP), and sales force automation (SFA). Typically ASPs charge a monthly subscription fee based on the number of users at the client’s company. Some charge quarterly or annually, and some may charge based on the number of transactions or frequency of usage. There may be additional up-front set up fees or charges for training and customization. When deciding whether to work with an ASP, consider which applications you’ll need. Evaluate your existing hardware and software, whether you have high-speed Internet access (you’ll need to get it, if not), your IT staffing, and the cost of the applications if you were to license them yourself. Contact various ASPs to gather information. Depending on the application you’re considering, you might want to find an ASP that specializes in your industry, such as healthcare or e-commerce, or you might want to find an ASP that specializes in a functional area, such as

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Be sure when talking to representatives from ASPs that you ask the same questions of each to ensure a fair and accurate comparison. Your questions should cover whether customization of the applications is possible, or necessary, so that they function smoothly with your existing systems and data; what staff training and support the ASP will provide; and its response times and channels (can you call a toll-free number for help or must you email?). Ask about reliability (opt for companies with 1% or less ‘‘downtime’’) and security procedures, including results of security audits. You’ll want to know what the ASP’s data backup and storage procedures are, whether you have real-time access to your data, and what contingency plans the company has in case of natural disasters or power outages, for example. You’ll also want to know about the application’s ‘‘scalability’’; i.e., does it have the capacity to support your business in one, three, and five years? These items will likely vary by ASP, so be sure to ask, and then carefully weigh the answers. Ask about a ‘‘try before you buy’’ test period before making a final decision. When you have chosen your provider(s) of choice, you’ll sign a contract with your ASP, referred to as a service level agreement, Service level agreements (SLA) or SLA. Make sure your agreement spells out the details of your arrangement. It should include:

agreement. Certainly none of us wants to enter a business relationship with the worst in mind; a good selection process, a detailed agreement, and a contingency plan will facilitate a smooth and productive relationship.

FURTHER READING ASP Industry Consortium. ‘‘A Buyer’s Guide to Application Service Provisioning.’’ All about ASP. Available from: http:// www.allaboutasp.org.


human resources or supply chain management. You may also consider more than one ASP, perhaps one for payroll and another for accounts payable.

Brain, Marshall. ‘‘How ASPs Work.’’ How Stuff Works, 1998-2002. Available from: http://www.howstuffworks.com/ asp.htm. Jilovec, Nahid. ‘‘ASPs: Rise or Demise.’’ Business Technology.com, October 2000. Available from: http:// www.businesstechnology.com. Osten, Marc, and Michael Stein. ‘‘Application Service Providers: The Next Horizon in Software.’’ Amherst, MA: Summit Collaborative. Available from http:// www.summitcollaborative.com/ NPQ_ASP_Next_Horizon.html.

❚6 AUTHORING SOFTWARE

T start and end dates of service, T an implementation schedule, T specific levels of customer support your firm is to receive, T reliability and performance standards and what you’re entitled to if the ASP fails to meet them, T provisions for system and data security, T detailed subscription and set-up fees and when they are to be paid, and T any training and customization that will occur as well as how and where (via the Web or on-site?) it will take place.

The SLA should specifically state that you are the sole owner of your company’s data for the duration of the agreement and termination conditions. Just as you’ll want to know that your ASP has a contingency plan in place for the unexpected, you’ll want to have such a plan, an exit strategy, in case your relationship with the ASP ends. Consider what your steps will be if the ASP goes out of business, is acquired, or is not meeting its commitments as spelled out in your

To construct a Web site, Web developers must use some form of authoring software. Typically, this software allows the site developer to move back and forth between a window that displays a Web site’s layout and a window in which the developer actually works. Many authoring software programs come with a variety of prefabricated site designs from which developers can choose. Other programs offer tools that allow users to develop a more customized design. Many programs offer both options. At the core of most authoring software programs is an HTML (hypertext markup language) editor, a program that helps users write and manipulate the necessary HTML coding for their Web sites. HTML codes, or tags, essentially tell the different pieces of your Web site what to do. For example, one code or set of codes might position a paragraph of text in a large, blue font on the first page of your site, while another code might create a link from a graphic on your site to another Web site. Along with facilitating HTML editing, many authoring software programs now automate the Web development tasks, including e-commerce and chat room functions, that once proved complicated for even the most technologically savvy designers. 9

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CHOOSING AUTHORING SOFTWARE The type of authoring software designers use depends upon their experience level and what they want the site to be able to do. For example, developers who plan to create a highly sophisticated site tend to use a product such as Macromedia’s Dreamweaver 4. An October 2001 issue of PC Magazine states, ‘‘with unmatched design power and extensibility, Dreamweaver has become the de facto standard for professional Web designers. In short, if you want to build a truly advanced site, you’ll most likely use Dreamweaver... if it can be done on the Web, it can be done with Dreamweaver.’’ Available for both Macintosh and Windows operating systems, Dreamweaver costs roughly $300. It requires some degree of familiarity with HTML and basic Web site design, so it may not be the best choice for a novice. Another product for Web design professionals is Adobe GoLive 5.0, which offers various multimedia and frameediting tools along with its HTML editor.

COST AND PERFORMANCE More suited to beginners are products like Microsoft FrontPage 2002, which is about half the price of Dreamweaver, and NetObjects Fusion MX, an even cheaper alternative at $100. Neither program requires familiarity with HTML. Like Dreamweaver, Fusion targets developers wanting to build sites for businesses. The program, only available for Windows operating systems, includes e-commerce wizards and other prefabricated templates to lead novices through the Web design process. Fusion is considered the simplest of mainstream Web authoring tools; as such, it allows for quick site development. Some experts caution, however, that the program might not offer developers as much control over their Web sites as they would like. If you are looking for a beginners’ tool that offers a bit more sophistication, you might consider Microsoft’s FrontPage, which received a PC Magazine Editors’ Choice award in 2001. ‘‘If you wish, FrontPage can do everything for you via its wealth of prefab designs. Or you can use the familiar Office-like tools to create your own look. FrontPage’s one-click publishing, easy access to HTML code, discussion boards, image galleries, database connections, and other extras will tickle many a Web builder’s fancy,’’ according to the magazine. Depending on your needs, you may decide to opt for even less expensive Web authoring software. The CoffeeCup HTML editor, which costs $49, offers many of the same features as a program like Fusion at half the cost. Some experts assert that you don’t necessarily need additional software to build a basic Web site. Many leading word processing programs, such as Microsoft Word, include templates for Web pages. Be aware, however, that if you choose a more

limited HTML editing program, you may need to add additional tools, such as Adobe LiveMotion or Sonic Foundry Stream Anywhere, if you plan to add extras to your site at some point.

EDUCATION OPTIONS To learn more about Web page construction before deciding upon authoring software, you can visit sites like Builder.com and WebMonkey.com. Both offer extensive Web authoring resources, including various tutorials. Builder.com includes an HTML primer and sections dubbed ‘‘Web Building Essentials,’’ ‘‘Graphics 101,’’ and ‘‘Streaming Media 101’’ in the authoring and site design section of its how-to library. WebMonkey.com also offers a how-to library with various sections including authoring (which covers HTML basics), tables, frames, browsers, style sheets, and tools. If you are planning to use authoring software to design your own site, check with your hosting company to see which operating systems its servers support. Incompatibility can pose problems. For example, Linux-based servers may not support some features of the Windows-based Microsoft FrontPage authoring package. Also, keep your potential future needs in mind. While you don’t want to spend more money than you need to on authoring software (particularly if you end up getting a complex program with which you are uncomfortable working), it will be in your best interests to use an authoring system that allows for expansion and enhancements.

FURTHER READING Kooser, Amanda C. ‘‘Call to Arms.’’ Entrepreneur, June 2001. Available from http://www.entrepreneur.com. Mendelson, Edward. ‘‘Web Wizardry—Whether You’re a Full-Time Designer or Just Creating Your First Page, Today’s Authoring Programs Give You the Right Tools for Creating Masterful Sites.’’ PC Magazine, 9 October 2001. ‘‘PC Magazine Editors’ Choice: Easy: Microsoft Frontpage 2002; Advanced: Dreamweaver 4.’’ PC Magazine, 9 October 2001. ‘‘Working on a Shoestring.’’ Entrepreneur.com, 10 April 2002. Available from http://www.entrepreneur.com.

❚7 BANDWIDTH MANAGEMENT

Bandwidth refers to the amount of data that can be transferred over a communication channel in a

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Bandwidth management is simply the process of optimizing bandwidth to improve efficiency. When bandwidth is inadequate for the function being performed, such as loading a Web page or transferring a large file across a network, the slowdown that occurs is called a bottleneck. To avoid these bottlenecks, network operators use bandwidth management tools, which are also known as traffic or packet shapers. Among other things, these tools allow network managers to allocate more bandwidth for important electronic applications, such as e-commerce transactions, by labeling them as high-priority functions. Lower priority functions receive less bandwidth. Since the mid-1990s, bandwidth management demands have increased significantly as information transferred via the Internet, as well as via local area networks (LANs), has grown in both size and diversity. If you have chosen an Internet Service Provider (ISP) to host your online business, issues of bandwidth management will likely be handled by the ISP. The ability of an ISP to allocate appropriate bandwidth to your site depends upon the technologies used by the ISP and the capabilities of the ISP’s network mangers. When bandwidth management problems arise, ISPs may either add extra bandwidth to their networks, considered by many experts a short-term and rather costly solution, or they might employ various bandwidth management tools to control bandwidth allocation. Along with identifying and prioritizing the packets that carry information through networks, these tools allow ISPs to recognize network traffic patterns and to allocate resources appropriately. For example, a bandwidth management tool might recognize that certain Web sites receive higher volumes of traffic and allocate more bandwidth to those sites. One of the most popular bandwidth management tools used by large ISPs is PacketShaper/ISP, developed by bandwidth management technology firm Packeteer Inc. By classifying network traffic based on application, protocol, subnet, and URL, PacketShaper allows ISPs to prioritize network requests, allocating more bandwidth to the tasks deemed most important. PacketShaper can also analyze the efficiency and bandwidth allocation of a network and compile related reports and statistics. Another popular tool is Intel Corp.’s NetStructure 7340 Traffic Shaper, which allows ISPs

to prioritize and optimize network bandwidth by controlling the bandwidth allocated to each Web server. If you are hosting your own Web site, you are responsible for managing your own bandwidth. Bandwidth management issues can arise whether you are using a Web site to actually sell products online, to simply advertise products online, or to facilitate general business functions, such as file sharing between employees, communication between employees, and online inventory management. When deciding whether to add bandwidth or to improve the efficiency of your existing bandwidth, you should consider both the cost and logistics involved with each option. In some cases, you may be ready to upgrade from your analog modem to a broadband connection, such as DSL (digital subscriber line). While this is typically quite costly, it does dramatically improve performance. If you are not ready for such an upgrade, you can instead opt to enhance your existing bandwidth. To gain more information about this option, research the cost, availability, and reliability of various bandwidth management tools that will meet your needs. While most small businesses are unable to afford sophisticated products like Packeteer’s PacketShaper and Intel’s Traffic Shaper, various bandwidth management tools do exist for online entrepreneurs with limited resources. For example, Massachusetts-based Trellix Corp. offers bandwidth management tools, as well as Web hosting services, to small businesses. In addition, SpiderSoftware, located in British Columbia, Canada, has developed SpiderCache Lite, a product that helps boost Web server capacity and reduce the time it takes for Web pages to load, for small to medium-sized businesses. Also, California-based Sygate Technologies Inc. offers the Sygate Office Network, which allows clients to boost bandwidth by using multiple modems or by upgrading to broadband technology. In some cases, software companies sell bandwidth management tools separately, and in other cases, they offer them only as part of a Web hosting or electronic business services suite. If you’re looking to prepare yourself for future bandwidth demands, you might consider investing in fixed wireless (Wi-Fi) technology. According to Mike Hogan in the March 2002 issue of Entrepreneur, ‘‘the service best suited to entrepreneurs is the relatively new 802.11b technology. The same 2.4GHz Wi-Fi protocol that delivers 10Mbps worth of LAN bandwidth indoors can transfer data up to 1.5Mbps for 10 miles between an ISP’s transceiver and your own antenna.’’ As of March 2000, roughly 600 wireless ISP’s offered 802.11b services in 2,670 markets across the United States.


specific amount of time. While bandwidth is most commonly associated with the time it takes to load a Web page, bandwidth also refers to the time in which other transactions, such as opening a word processing program on a personal computer, are completed. For digital devices, such as high-speed cable modems, transmission speed is expressed in bits per second (bps); for analog devices such as microprocessors and analog modems, transmission speed is expressed in cycles per second, or hertz (hz).

FURTHER READING ‘‘Bandwidth Management.’’ In Techencyclopedia. Point Pleasant, PA: Computer Language Co., 2001. Available from

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http://www.techweb.com/encyclopedia/defineterm?term= bandwidthmanage. ‘‘Bandwidth Management Pays Off.’’ Communications News, November 2001. Everett, Carl. ‘‘Bandwidth, Processors Boost Small Business.’’ Business Courier Serving Cincinnati, November 5, 1999. Hogan, Mike. ‘‘On the Air.’’ Entrepreneur, March 2002. Available from http://www.entrepreneur.com.

❚8 BRICKS-AND-CLICKS VERSUS PURE PLAY E-COMMERCE

The concept of bricks-and-clicks (B & C) was developed in the late 1990s, when dot.com hysteria was at its peak. During this time, the dot.com hype was so enormous that traditional firms felt threatened by the new way of doing business. In response, brick-and-mortar (traditional) businesses, searched for and found an effective way to combat the threat. They developed an in-between business model that wouldn’t drastically change their business operations. Imagine a spectrum: on one end of the spectrum is the traditional brick-and-mortar business model, on the other end is the pure cyber-business model, and in the middle are various degrees of these two combinations. This middle ground constitutes the bricks-and-clicks model.

MAIN ADVANTAGES OF A HYBRID BUSINESS MODEL? A hybrid-business model has important advantages over a pure play e-commerce model. For the most part, a traditional business has already established its operating model and a base of customers—as well as operating revenues. These elements are critical to the success of any business. Case in point, most dot.com failures occurred during the early stages of their life cycles, when they were trying to establish a customer base substantial enough to generate operating profits. Traditional businesses that have been around for some time establish recognition and branding, both of which are very important to the sustainability of any business. These are major elements in influencing the customer’s decision to purchase a product from someone they recognize and trust. Various studies on online shopping indicate that among Internet users, the majority first find information, then comparison shop, and finally go to the store to make the actual purchase. This is true mostly for

first-time buyers and high-ticket items. It is reasonable to assume that there will always be those who use the Internet to shop and then visit the store to ‘‘see and touch’’ the actual product. A B & C business can utilize both channels to drive sales and to mutually reinforce each other. While pure play e-commerce firms enjoy lower barriers to entry, they have few assets or brand recognoition to leverage en route to building their operations, rendering them largely dependent on venture capital through the often-lengthy process of getting the firms on their feet and independently profitable. The fickleness of the stock market and venture capital markets in the early 2000s are testimony to the dangers in relying too heavily on this route. Finally, the National Retail Federation released a study in the fall of 2000 reporting that customers shopping via multiple channels spent more money than did customers shopping through just a single channel. Clearly, then, as time goes on and Internet models mature, there were definite advantages to achieving some kind of convergence between the pure-play model and the brick-and-mortar model.

MAKING THE MOST OF BRICKS-ANDCLICKS Bricks-and-clicks firms can also leverage existing supply chains, rather than building new ones from scratch. On the other hand, this advantage has a few pitfalls. In particular, as companies begin to open their existing businesses to new online sales channels, there exists the danger of cannibalization, where the newer operations eat into existing ones rather than working in concert with them. And existing distribution channels will actively resist any new channels that seem to threaten their business or relationships with the firm. Another challenge to the brick-and-click firm is to achieve the maximum degree of symbiosis between their online and physical storefronts and strategies. To avoid cannibalization, your brick-and-click company needs to go to great lengths to provide a consistent shopping experience at all their channels, which is achieved through effective and flexible branding strategies. Customer service needs to be similarly consistent and integrated, bringing all systems into harmony with each other so that, for the customer, dealing with your firm is seamless whether online, at a storefront, or moving back and for the between the two.

CHOOSING THE CORRECT BUSINESS MODEL FOR MY VENTURE Despite all these advantages, the precise placement of your business along the pure-play/hybrid/bricksand-mortar spectrum is, in the end, a decision that

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To determine where on this spectrum you should place your business, begin by determining what kinds of resources you have at your disposal, what products and services you plan to sell, and what kind of model—traditional, pure play, or hybrid—will most suit the needs of your target customer base.

enterprises were built on the same planning foundation as traditional businesses, and, as history shows, these enterprises were unable to continue operation. The issue of proper and valid planning for an online enterprise is of utmost importance in the process of online enterprise development. Remember that your planning stage is like a foundation of a building. If it is not sound and solid, everything that you will build on top of it will always be shaky and will likely collapse once it is subject to volatile and quaking market forces.


you must make according to your specific needs and desires and the particular conditions of your market. To determine the right business model for your enterprise, you must first define your vision, then develop a strategy allowing you to leverage the elements in which you can excel.

ESSENTIAL DIFFERENCES FURTHER READING Bushko, David. ‘‘And the Walls Come a’Tumbling Down: The Rise of Bricks and Clicks.’’ Consulting to Management, September 2001, 34. The Cap Gemini Ernst & Young Center for Business Innovation, ‘‘Business Models for Incumbent Companies,’’ 2001. Available at www.cbi.cgey.com/cgi-bin/pubs.plx?sort= topic.

For the most part, a business is a business, and the ultimate objective of any business is to be profitable. Nevertheless, there are some major differences between conventional business plans and online business plans. The first thing to remember is that the same rules of sound business—profitability, controlled expenses, marketing, and product or service usefulness—apply to the online environment just as they do to in a traditional setting. Yet, there are a few areas where additional planning and considerations have to take place.

Davis, Jessica. ‘‘Going Multichannel.’’ InfoWorld, May 14, 2001, 46. ———. ‘‘What’s a dot.com to Do as Click-and-Mortars Offer Real Options to Customers?’’ InfoWorld, February 26, 2001, 86.

THE CONNECTED ECONOMY James, Geoffrey. ‘‘Clicks and Mortar,’’ Upside, November 1999, 209.

There are three primary elements that distinguish the traditional economy from the connected economy. These three elements are connectivity, interactivity, and speed. Everything else is essentially the same in both environments. For example, if you consider Ebay.com’s business model, there is nothing truly new about it. Auctions have been around for hundreds of years. What makes Ebay.com’s business plan specific to the e-commerce marketplace, however, is its ability to leverage connectivity, interactivity, and speed for connecting buyers and sellers all over the world.

‘‘Survey: E-Commerce-Something Old, Something New.’’ The Economist, February 26, 2000, 15. WizBizWeb, LLC, ‘‘The ABC’s of E-Strategy,’’ 2002. Available by request from www.wizbizweb.com.

❚9 BUSINESS PLANNING FOR ONLINE ENTERPRISE

One of the central questions on the minds of many business analysts is simple, yet of extreme importance: how could so many online businesses (dot.com’s) have failed? Is it possible that the failures were the result of poor planning or, perhaps, unqualified management? Unfortunately, there is no simple answer to these questions. The truth is that there are many reasons why so many online businesses failed during the early 2000s. Nevertheless, there is one element that has contributed to such failures more than any other. That element is poor planning, or, more precisely, lack of solid ebusiness strategic planning. In many cases, online

CONNECTIVITY. Connectivity is the ability to connect interested parties. In the traditional economy, connectivity was limited to the physical size of the place of business, or to its distribution reach. In the connected economy, there is no such limit. Anyone can become a participant as long as they have access to the Internet. INTERACTIVITY. Interactivity is the ability to interact directly with the source in real time. For example, when you are watching TV, you are experiencing a non-interactive media (one way communication) because you do not have the ability to interact with the source. On the other hand, when you read or watch the news online, you can interact with the source by voicing your opinion, or by searching for additional information on your topic of interest.

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SPEED. Speed is an important part of the connected economy because it allows parties to communicate and interact in real time. For example, when reading a newspaper, you are reading information that was complied many hours ago. The speed in which the information flows from the reporters to the press and to the newsstand is very slow. On the other hand, you can view up-to-the minute news online with hardly any delay.

INCORPORATING THESE ELEMENTS INTO YOUR BUSINESS PLANS Interactivity, connectivity and speed are part of the early stages of your business plan. You should always start your online business plan with a phase called ‘‘vision.’’ The vision phase contains three elements:

T Desire: This is where you define the need and value for the proposed product or services that you are planning on providing online. T Drivers: In this category, you need to outline how you are going to leverage the properties of connectivity, interactivity, and speed to operate your new enterprise. For example, if you are planning on selling sunglasses online, you need to define how your customers will interact with your site (i.e. order, ask questions, see pictures of the product etc.), as well as how you are going to interact with suppliers and delivery entities. For an online business, this section of you plan should be given a lot of thought, and should be fully developed before you continue to develop the other components of your plan. T Landscape: The third and last component of the vision phase of your plan is the landscape. In this section you need to outline some of the research that you have conducted on your competition. Once you have done that, you need to analyze your competition and find out where their weaknesses are, and how you can take advantage of those weaknesses to develop a competitive advantage. Once you have developed your competitive advantage, and completed all the other components of the vision phase, you may continue to further develop your online business plan by defining your operations, marketing and financial parts of your plan.

PLANNING STRATEGIES The best place to start planning for your online enterprise is with a valid strategic plan. A strategic plan is somewhat different from a business plan in that it is shorter and puts more emphasis on your

vision rather than on your operations. Remember that if your operational plans are perfect, you may find your new business going in the wrong direction if you have not fully developed and validated your vision phase.

FURTHER READING Klein, Karen E. ‘‘Building Your Business Plan: Where to Begin, Part 1.’’ BusinessWeek Online, June 20, 2000. Available from http://www.businessweek.com. Regan, Keith. ‘‘New Rules for Writing an E-Business Plan.’’ E-Commerce Times, October 30, 2001. Available from http:// www.ecommercetimes.com. WizBizWeb, LLC, ‘‘The ABC’s of E-strategy,’’ 2002. Available by request from http://www.wizbizweb.com.

❚ 10 BUSINESS-TO-BUSINESS EXCHANGE (B2B)

B2B exchanges are one example of how the Internet has affected corporate buying and selling practices and changed the way sellers interact with buyers. At the beginning of 2000, public marketplaces (including industry-sponsored marketplaces, or ISMs, and independent exchanges) appeared to be the most promising model for B2B exchanges. However, by mid-2001, public marketplaces had lost favor to private exchanges, also known as private hubs or marketplaces. Private exchanges were created by companies for their suppliers and trading partners. They allowed corporate buyers to collaborate better with their partners, including high-volume trading partners as well as small and medium-size suppliers. Private exchanges also offered more security for online transactions. The main benefit, though, was cost savings.

PUBLIC B2B MARKETPLACES There are two types of public B2B marketplaces: industry-sponsored marketplaces (ISMs), also known as consortia-led marketplaces, and independent or third-party marketplaces. ISMs are formed by a group of companies within an industry, many of whom are competitors. Independent marketplaces, on the other hand, do not involve collaboration among industry competitors. They are typically owned and operated by a B2B startup company that is not a trading partner with the exchange. Although most B2B marketplaces are focused on vertical industries, some are set up to facilitate transactions among a diverse group of buyers and sellers.

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According to Jupiter Media Metrix, 58 B2B ISMs were launched in 2000. Examples include Covisint (auto industry), Aerospan (aerospace industry), and Worldwide Retail Exchange (retail industry). Advantages of ISMs over independent marketplaces include backing by large corporate sponsors, built-in talent, and transaction liquidity. ISMs require industry competitors to become collaborators. Since they are formed through alliances by competing companies, ISMs need to obtain regulatory approval from the Federal Trade Commission (FTC) and, in some cases, international regulatory agencies. Covisint, for example, was formed in 2000 by automakers General Motors Corp., Ford Motor Co., DaimlerChrysler AG, Renault SA, and Nissan. Its technology partners were Commerce One Inc., and Oracle. The FTC’s approval of Covisint was conditional, since the agency was unable to determine if it would cause any competitive concerns.

Suppliers would be expected to provide volume discounts. Another model focusing on streamlining supply chain operations would include a vendor-managed inventory system. Private exchanges can also focus on product development, where buyers shift their design activities with suppliers into a private hub. Each model has its own benefits. A private exchange concentrating on procurement can result in material savings. One that focuses on supply chain operations can save on inventory expense, while a product development-focused private exchange can reduce the R&D budget.


Ariba’s Commerce Services Network offered a marketplace of nearly 10,000 suppliers in mid-2001. Those suppliers were directly connected to Ariba’s network and had established some 5,000 unique buyer-supplier relationships. These included buyers and suppliers that had integrated their systems into each other’s networks as well as suppliers that had become preferred vendors for a particular company.

A May 2001 report by Jupiter Media Metrix forecast that more firms would use private trading networks (PTNs), or private exchanges, for collaboration rather than sales over the next 12 months. The survey of more than 400 purchasing managers at U.S. companies with revenue greater than $500 million found that PTNs represented a new tool to link the interests of buyers, suppliers, and distribution partners. Among the collaborative online activities that PTNs were expected to facilitate were inventory level monitoring and product design. The purchasing executives cited closer relationships with their suppliers as the primary benefit of PTNs, while faster time to market and closer links to channel partners were also important considerations. Only 20 percent of those surveyed said they would concentrate on procurement applications.

PRIVATE EXCHANGES By mid-2001 private exchanges were more popular in the B2B sector than public marketplaces. They offered participating companies the chance to save as much as 10 percent of their cost of sales within three years, according to Forrester Research. The cost of building a private exchange could range from $6.8 million to $53 million, according to a mid2001 report from Forrester Research cited in CRMDaily.com. Forrester recommended that companies considering building a private hub should also consider the alternatives, such as EDI (electronic data interchange), an extranet that connects the firm’s legacy system to its business partners, or a public marketplace. Another mid-2001 study by AMR Research estimated that building a private exchange could cost a Fortune 500 company anywhere from $50 million to $100 million. Such an exchange would include a supply chain hub as well as external systems linking the company to its customers and other key trading partners. Private exchanges may be constructed on different models. A private exchange that concentrates on procurement, for example, would help a company aggregate its purchasing across several different categories.

THE COST OF PARTICIPATING IN ONLINE MARKETPLACES Integrating into B2B marketplaces could cost firms between $5.4 million and $22.9 million, according to a March 2001 report from Forrester Research. While that would result in big business for technology providers, it also put a lot of pressure on the marketplaces to deliver cost savings. Companies seeking to gain the benefits of lower prices and a streamlined purchasing process through B2B marketplaces would be required to make a significant up-front investment. They would need to spend money on changing internal procurement systems, integrating electronic marketplaces into their internal systems, purchasing B2B applications, and paying transaction fees associated with the marketplaces. Companies would spend different amounts depending on what they sought to gain from participating in the online marketplaces. According to Forrester Research, corporate buyers seeking to trim transaction costs associated with maintenance, repair, and operations purchases would spend an average of $5.6 million on transaction fees, integration software, and internal staffing. On the other hand, companies that wanted to make spot purchases of materials to help manage inventory and avoid shortfalls would spend 15

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an average of $10.7 million on new software installation and related consultant fees. A third type of company that intended to use the B2B marketplace to manage all of its purchasing would spend an average of $22.9 million on consultants to implement its electronic marketplace strategy.

MARKET FOR B2B EXCHANGES At the beginning of 2001, Jupiter Media Metrix forecast that international spending on B2B online marketplaces would grow from $2.6 billion in 2000 to $137.5 billion by 2005. While North American companies accounted for 81 percent of total spending in 2000, that percentage was projected to drop to 60 percent of the total by 2005. Spending by North American companies on B2B marketplaces was forecast to increase from $2.1 billion in 2000 to $80.9 billion in 2005. During an economic slowdown, B2B electronic marketplaces offered such benefits as shortened product development cycles, collaboration, and lower product costs, according to Jupiter Media Metrix. The company surveyed executives at more than 90 marketplaces and found that they were implementing or planning to implement several new features. These included trading systems and marketing systems. Other features being added to B2B marketplaces were customer relationship management (CRM) components, electronic bill presentation and payment services, catalog management, and inventory management. Another study by the Boston Consulting Group, released in the fourth quarter of 2000, found that the greatest benefits of B2B exchanges were in the area of increased productivity rather than higher revenue. The study forecast that B2B exchanges would grow rapidly but would not generate significantly higher revenue. Rather, the benefits to buyers and sellers would lie in increased productivity, with gains equivalent to 1 to 2 percent of sales. The study also predicted that many of the 700 B2B marketplaces then in existence would find it difficult to survive, with specific industry segments being able to support only one to three major marketplaces. OUTLOOK FOR B2B MARKETPLACES A mid-2001 study of B2B marketplaces by Jupiter Media Metrix noted that many B2B buyers were reluctant to move online and would remain hesitant until late 2002. Rather than focusing on building transactions, the study found, B2B exchanges should add services that would improve productivity, such as collaborative product design and supply-chain inventory management. The evolution of public marketplaces from a transaction-based model to one that offered technology and

services was noted by eMarketer, which tracked the development of five leading independent B2B exchanges from the beginning of 2001 to the beginning of 2002. All five—Altra Market Place (commoditybased trade), Citadon (engineering and building industry), eMerge Interactive (cattle), MetalSite (steel trading), and SciQuest (life sciences)—had shifted their emphasis from a transaction-based business model to becoming technology vendors and service providers. Some were beginning to offer software and services to facilitate the development of private exchanges among their members. The challenge for the evolving B2B exchanges was not only to convince customers of the potential value of their technology offerings but also to help users adapt to the new systems. A late 2001 study by Giga Information Group and Booz Allen Hamilton found that one in two companies surveyed complained that the technology of B2B marketplaces was not mature enough to allow them to get online and become operational in a short time. Meanwhile, private exchanges had become the preferred model by the end of 2001. IBM predicted that there would be some 3,120 online B2B exchanges by 2003, according to eMarketer. Nearly all of those exchanges would be privately run or operated by large enterprises. IBM estimated there would be more than 1,400 large enterprises involved in the construction of B2B exchanges and that they would serve a market of 2 million small and medium-sized enterprises. Public exchanges were expected to evolve into supplier gateways to private exchanges, and they would also facilitate the setting of technology standards for their industries. On the other hand, there would be two types of private exchanges. One type would connect a large enterprise with its several small and medium-size business partners, while the other type would link two high-volume trading partners in a one-to-one connection. While private exchanges would offer more customized and tightly integrated supply chain connections, eMarketer noted that many companies were just beginning to make preparations for the build-out of these external networks.

FURTHER READING Butler, Steve. ‘‘Estimating the Cost to Build a B2B Exchange.’’ eMarketer, 25 May 2001. Available from http:// www.emarketer.com. ———. ‘‘Independent Exchanges: How the Survivors Have Evolved.’’ eMarketer, 7 January 2002. Available from http:// www.emarketer.com. ———. ‘‘Private Exchanges: Growing in Number.’’ eMarketer, 3 January 2002. Available from http:// www.emarketer.com.

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prices and free shipping. Like many other B2C businesses launched in the mid- and late 1990s, the firm was much more focused on securing a wide base of customers than on earning a profit. As online shopping became more popular, established technology firms like IBM Corp. developed e-commerce services and began offering to build and even oversee sites for companies wanting to launch a B2C exchange. At the same time, a slew of e-commerce upstarts such as Scient Corp. began offering similar services. Along with merchandise like books, CDs, and computer software and hardware, B2C exchanges began to sell clothes, cosmetics, perfume, plants, toys, and other types of merchandise in the late 1990s.

———. ‘‘Productivity, Not Profit, Key to B2B.’’ ECommerce Times, 31 October 2000. Available from http:// www.ecommercetimes.com. ———. ‘‘Study: B2B Marketplaces Coming to Life.’’ ECommerce Times, 4 December 2000. Available from http:// www.ecommercetimes.com. ———. ‘‘Study: B2B to Reach $137B by 2005.’’ ECommerce Times, 8 January 2001. Available from http:// www.ecommercetimes.com. Morphy, Erika. ‘‘Ariba Throws New Punches in Private B2B Strategy.’’ CRMDaily.com, 26 July 2001. Available from http://www.crmdaily.com. ———. ‘‘IBM Forges Private B2B Link with iXL.’’ CRMDaily.com, 27 July 2001. Available from http:// www.crmdaily.com. ———. ‘‘Study: Spend Wisely on Private Marketplaces.’’ CRMDaily.com, 26 July 2001. Available from http:// www.crmdaily.com. Saliba, Clare. ‘‘Study: B2B Exchanges Need to Supply More Services.’’ E-Commerce Times, 24 May 2001. Available from http://www.ecommercetimes.com. ———. ‘‘Study: B2B Looks Beyond Sales to Collaboration.’’ E-Commerce Times, 23 May 2001. Available from http://www.ecommercetimes.com. Ward, Hazel. ‘‘B2B Exchanges Fail to Deliver.’’ Computer Weekly, 29 November 2001, 4.

❚ 11 BUSINESS-TO-CONSUMER (B2C) EXCHANGE

Business-to-consumer (B2C) exchanges are engaged in the process of electronic retailing, also known as e-tailing. Basically, a B2C business is one that sells goods and services to consumers via the Internet. Many bricks-and-mortar firms—like housewares retailer Bed, Bath, and Beyond and book retailer Borders—sell merchandise from their B2C Web sites as well as via traditional retail outlets. Other companies, like online retailing giant Amazon.com, are known as pure-play Internet businesses because they rely exclusively on Internet sales. Founded in July 1995, Amazon.com was one of the first viable B2C exchanges. Because the B2C model was relatively new then, Amazon had no choice but to develop its own technology and manage its own site. To attract customers, the firm offered low


Enos, Lori. ‘‘E-Marketplaces: At What Cost?’’ E-Commerce Times, 22 March 2001. Available from http:// www.ecommercetimes.com.

Many analysts questioned the viability of B2C businesses in the late 1990s after several e-tailing problems gained national attention. For example, Toysrus.com was unable to handle an unexpected rush of orders during the 1999 holiday shopping season and failed to deliver shipments by Christmas day that year. Consumer confidence in online sales dipped, prompting speculation about the dim future of B2C exchanges. However, the B2C model continued to evolve as issues such as the security of online credit card payments were resolved by advances in technology. A multitude of B2C exchanges went bankrupt in 2000 and 2001 as investors, increasingly concerned about profitability, proved reluctant to continue funding unprofitable dot-com businesses. As a result, only the most solid B2C businesses remained operational. Even those based on ideas that appeared promising, such as online grocer Webvan Group, found themselves unable to stay afloat when they could not satisfy investors’ demands for a business model that had already produced profits or would produce profits in the very near future. In the case of Webvan, many analysts agree that the firm, in its quest to secure as many customers as possible, expanded too rapidly into other goods before stabilizing its core grocery delivery operations. Founded in 1999, Webvan was supposed to evolve into a vast delivery service that handled all types of online orders. Founder Louis Borders decided to start with groceries, launching operations in San Francisco, California. Visitors to Webvan’s Web site could select the items they wished to purchase and place them into an electronic shopping cart. To complete a purchase, shoppers were asked to select a 30-minute window in which the groceries would be delivered. According to many industry experts, the upstart made several sound marketing and customer service decisions. For example, to draw repeat business and to encourage larger orders, Webvan offered free delivery for orders over $50. Also, customers with questions about their orders could call a toll-free customer service line. As a result, within six months, Webvan had managed to reach 47,000 17

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customers in a single market, compared to the 110,000 clients secured by its largest competitor, Peapod, which had operations in eight markets. However, despite the firm’s impressive growth, its continued losses began to concern investors in 2000. Rather than curb spending and focus its efforts on minimizing losses, Webvan launched new operations in Dallas, Texas, and Atlanta, Georgia. The firm also developed a new logo and branding strategy and redesigned its Web site, which was organized into eleven product categories. The changes were designed to communicate Webvan’s determination to become a leading force in online distribution of all kinds. However, many critics believed that the money and time would have been better spent on developing Webvan’s original brand, which had yet to be fully developed. According to a July 2001 article in The Industry Standard, ‘‘Webvan was so intent on meeting its longterm goal of building a behemoth that could deliver anything to anyone anywhere that it lost sight of a more mundane task: pleasing grocery customers day after day. In the process, it jeopardized the shorterterm goal of being a modest but profitable online supermarket.’’ In July 2001, Webvan declared bankruptcy. Failures like Webvan offer lessons for entrepreneurs planning to develop a B2C exchange. First and foremost is the lesson that securing a large base of customers is not more important than creating a profitable business. In fact, entrepreneurs in the early 2000s found it increasingly difficult to securing funding of any sort for a business plan that did not detail exactly how and when a company would begin earning a profit. Also important is deciding who your customers are and developing a close relationship with them. A May 2002 issue of Entrepreneur details additional strategies entrepreneurs should consider when planning to create their own B2C exchange. One tactic is to decide if you can be profitable and still offer a lower price than rivals. Buy.com, an electronics and computer hardware and software e-tailer is successful because it offers a wide range of products at arguably the lowest prices available. Also, if you are planning to sell some sort of specialty item, offer specialized content and services as well, as does Igourmet, which is ‘‘more than a place to buy gourmet food-it’s a gourmet food authority. While shopping, customers are treated to large product pictures and descriptive information about each item for sale.’’ The gourmet foods business also invests considerable resources in shipping its perishable items and offers a 100 percent satisfaction guarantee that can be redeemed within five days of receiving an order. Although the uncertain economic conditions of the early 2000s appeared daunting to many online entrepreneurs, the myriad of dot-com failures during those

years did help solidify some specific ‘‘dos and don’ts’’ for those wanting to launch a B2C business. One of your best bets for creating a successful B2C exchange is to examine carefully the successes and failures of other B2C businesses.

FURTHER READING Campanelli, Melissa. ‘‘Dot.common Sense.’’ Entrepreneur, May 2002. Available from http://www.entrepreneur.com. Falla, Jane M. ‘‘Business-to-Consumer E-Commerce: What Is(n’t) the Problem?’’ e-Business Advisor, August 2000, 6. Helft, Miguel. ‘‘What a Long, Strange Trip It’s Been for Webvan.’’ The Industry Standard, 23 July 23 2001. Available from http://www.theindustrystandard.com. Vaturi, Diana. ‘‘Marketing Lessons from E-failures.’’ The McKinsey Quarterly, 27 November 2001. Available from http://www.mckinseyquarterly.com.

❚ 12 BUSINESS-TO-GOVERNMENT (B2G) E-COMMERCE

When you consider launching an e-commerce enterprise, there are several client models to choose from. The best publicized are business-to-consumer (B2C) and business-to-business (B2B). But government, at the local, state, and federal levels, is also a rapidly emerging client base for companies offering products and services through an electronic business. While governments at all these levels have been slow to adopt e-commerce strategies relative to enterprises in the private sector, the early 2000s saw public agencies reorganizing to take advantage of e-commerce in order to streamline their practices and provide better service to their citizenry. As a result, a tempting new market for e-commerce entrepreneurs has emerged.

AN OPENING MARKET According the research firm Gartner Group, government expenditures on information technology for e-government was expected to quadruple in the first half the 2000s, reaching $6.5 billion by 2005. Some 85 percent of all government agencies were actively planning e-procurement implementation in the early 2000s, signaling that governments increasingly planned to buy their goods and services of the Internet. In terms of sheer market volume, then, the business-togovernment model poses enormous earning potential. Moreover, while the bulk of this increase stems from governments overhauling to become viable for e-government operations, businesses that begin developing

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The B2G market was greatly aided by the Government Paperwork Reduction Act, which requires federal agencies to move to electronic forms by 2003, and which signaled government’s commitment to electronically based services and communications with their citizens and with each other. In addition, agencies at all levels of government increasingly employ a chief information officer, a role implemented specifically, in most cases, for leading the transition to e-government operations. Often such officers deal with e-commerce providers directly, and it is likely to be the same group you proposition and target in your advertising and marketing schemes. Depending on the size and capabilities of your ecommerce firm, you may choose to specifically target governments or agencies at the federal, state, or local level. To be sure, the opportunities are prevalent at any level of government. At each level, officials express interest in developing greater electronic communication with their constituents, via e-procurement, Web portals, e-payments, and other government-to-citizen applications. One area of opportunity is in the e-solutions market, as governments seek out help from private-sector solutions providers to help them speed up and smooth their transitions to e-government services. A wide assortment of e-solutions is in demand in the public sector. The most immediate demand is for e-procurement infrastructure software and services while government agencies transform themselves into e-government organizations. But, with the experiences of the private sector to learn from, most government agencies will likely choose a more holistic approach to developing their new IT systems and processes, and thus will require a range of services, including everything from Web site design and management and backend set-up services to Internet security and systems integration. Once you’ve decided to jump into the B2G fray, the next step is figuring out how to sell to governments. One of the most successful marketing schemes in the early 2000s was creating Web-based B2G online marketplaces, similar to B2B exchanges but focused specifically around the products and services catering to government agencies. Either developing or joining one of these exchanges will put you in touch with a larger community of vendors and government agencies, allowing you to find customers through an established network, discover and focus your services toward government needs via online forums and other communication channels, and find other businesses for potential strategic alliances in the B2G field.

Federal purchases are frequently made with the SmartPay small-purchase credit card, and so to attract customers in the public sector, you need to advertise yourself as familiar with and capable of accepting the card electronically. You can download the SmartPay logo to advertise on your site from the federal government’s General Services Administration Web site.

CHALLENGES


relationships with governments during this rapid expansion and transformation period may eke out a competitive advantage over the long run by generating lasting business in the B2G sector.

However, working with governments poses some challenges. For one, sales margins tend to hover at 515 percent lower, on average, than those in the private sector, according to a report in Computer Reseller News. Still, the ability to carve out a viable and lasting niche in this booming market can allow you to make up for any lower margins. In addition, the buying process in government tends to be drawn-out compared with the private sector, requiring several layers of approval and rigid procedures for submitting and accepting bids. Such formalities add time to the process of securing contracts. Finally, the transition to e-government carries with it greater pressures for governments compared with commercial enterprises in the form of regulations as well as the sensitivity toward ‘‘consumer’’ tastes and rights. The protection of citizens’ privacy and other security and regulatory concerns are particularly pronounced in the public sector, and thus government agencies will likely proceed with some trepidation, so as to avoid wasting money on systems that need to be overhauled down the road.

FURTHER READING Frook, John Evan. ‘‘Wooing Uncle Sam for E-gov Business.’’ B to B, May 14, 2001, 13. Laurent, Anne. ‘‘E-invasion.’’ Government Executive, June 2000, 26. Sood, Rishi. ‘‘E-gov Initiatives Aim to Empower Citizens.’’ VAR Business, January 22, 2001, 91. Taft, Darryl. ‘‘The Next E-target: Uncle Sam.’’ Computer Reseller News, April 24, 2000, 1. ———. ‘‘Raising the E-government Banner.’’ Computer Reseller News, March 19, 2001, 32. Tillett, L. Scott. ‘‘Feds Closing IT Gap—Agencies Aim to Catch E-businesses During Downturn.’’ InternetWeek, July 9, 2001, 1.

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❚ 13 CALL CENTER SERVICES

Call centers are essentially customer service centers that field all types of calls, from requests for additional information about a product or service to customer complaints. Some call centers are developed and operated by the companies they serve. For example, Continental Airlines operates five call centers, each housing roughly 3,500 agents. Other call centers are set up to offer call center services to a variety of different enterprises. Although a telephone call remains the most common method of contacting a call center, in many cases customers are also able to use e-mail and other Internet technologies to speak with call center representatives. Advances in technology have allowed call centers to offer increasingly sophisticated services. Depending on how much your business can afford to spend on call center services, you might be able to use skill-based routing to connect your customers with the individuals most qualified to handle their request; record calls; allow call center representatives to access and modify your existing customer database; and make use of interactive voice technology to allow callers to select various options without having to push the numbers on their telephone key pad. The rise of e-commerce since the mid-1990s has had a dramatic impact on call center services, not only changing how call centers interact with customers but also broadening the range of services that a call center can provide. A dramatic rise in business conducted via the Web eventually spawned the development of Web-enabled call centers, which offer consumers both telephone and online service. Many businesses have connected their call centers to their Web sites to provide more immediate customer service options to Web surfers. Enhanced services include instant chat, which allows online customers instantaneous access to a service representative via a text-based communications program. Some Web-enabled call centers also offer Web call-back, a feature that allows consumers to click on a specific button on a Web site if they wish to have a customer service representative call them via telephone in the next few minutes. Another innovative service, interactive voice response (IVR), allows online customers with a PC-based microphone to actually speak to a service representative over the Web; in some cases, video technology enables these clients to see the representative with whom they are in contact. Although it is less immediate, Web-based call center services also typically offer e-mail as a communication medium.

The need for improved online customer service stemmed from the fact that many online businesses saw potential customers abandoning their purchases before completing a transaction due to the limited availability of service online. In some cases, even if the answer to a question about a product or service was located on the Web site (in many cases in a prominent section dubbed ‘‘Frequently Asked Questions’’), customers still chose to abandon the purchase rather than sift through information. Many businesses believed that offering advanced call center services on their Web sites could help turn these lost sales into profits. According to an April 2001 issue of Informationweek.com, ‘‘The ability of Web-enabled call centers to enhance customer service and to close sales more quickly isn’t only appealing, it can be crucial to the bottom line. Call center agents who use e-mail, instant chat, and Web collaboration to interact with customers are able to more quickly and completely handle questions and resolve problems.’’ A Forrester Research study cited in the article predicts that Web sites and e-mail will each account for more than 17 percent of a typical company’s communication with customers by the end of 2002. Many small businesses offer informal call center services, which essentially means that employees responsible for a variety of tasks also answer the phone. If your business requires more formal call center services, particularly Web-enabled ones, you might decide to purchase call center services from an outside source. Such a decision does raise issues of staffing, training, and quality control, as you will lose some degree of control over what you may believe is the most crucial aspect of your business, customer service. However, outsourcing may also give you access to more sophisticated technology than you might otherwise be able to afford. In 2000, the cost of infrastructure for most integrated call centers—estimated at roughly $90,000 for a 20-agent center ($4,500 per agent), not including integration and implementation costs—was well beyond the reach of many small business. Technology firms hoping to target small and midsized companies began to develop less expensive options in the early 2000s. For example, in 2001 AT& T Corp. and Qwest Communications both began working to develop network-based call centers that would allow small businesses to tie into an existing call center network, eliminating the need to purchase new equipment. Via this type of structure, calls that come in to a networked call center, either by telephone or by a link from a company’s Web site, are first sent to a network server and then routed to a specific call center that can handle the request. In 2002, call center technology specialist Rockwell introduced FirstPoint Business Edition, a Web-enabled call center solution for small and medium-sized businesses (SMBs), at a

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Gartner Group estimates that small and mediumsized business will account for roughly 88 percent of the call center marketplace by 2005. As a result, technology firms will likely continue to develop new call center services designed specifically for smaller enterprises. Therefore, your best bet for obtaining the call center services best suited to your business is researching the most current options available.

FURTHER READING Dawson, Keith. ‘‘Rockwell Reaches for SMB Market.’’ Call Center Magazine, 10 May 2002. Available from http:// www.callcentermagazine.com. Henderson, Jay. ‘‘Platform Call Center Levels the Playing Field.’’ Communications News, June 2000, 50. Wallace, Bob. ‘‘The Modern Call Center.’’ Informationweek.com, 9 April 2001. Available from http:// www.informationweek.com/832/call.htm.

❚ 14 CONSUMER PRIVACY ISSUES

Online privacy, both real and perceived, is a critical factor to popular acceptance of e-commerce by consumers. The theft of information such as credit card, social security, and bank account numbers can have dire, lasting consequences for the victim. These consequences include nuisances such as unsolicited commercial email (spam), junk mail, and unsolicited phone calls from telemarketers as well as identity theft, which can destroy an individual’s reputation and cost him or her thousands of dollars. Unless users are confident that their sensitive personal information is secure from prying eyes, they will be reluctant to make purchases over the Internet. Consumers also hesitate if they believe e-merchants are likely to sell their personal information to other businesses without their knowledge. Hence it is important that online businesses take steps to safeguard the privacy of their customers. What precisely constitutes an online invasion of privacy differs greatly from person to person. Some individuals do not object to having their browsing behavior tracked and used for targeted marketing; some can tolerate a mail box full of spam; others object to any information being collected and exchanged without their permission. Unfortunately for privacy

lovers, the Internet is—almost by definition—an open system where private information can easily be uncovered, and the very act of going online puts one’s privacy at risk. Information is routed through numerous computers, all of which can monitor a user’s activities online and then pass that information to others. Many Web sites require users to provide personal information, including name, address, and email address, on registration forms before they are allowed to enter.


price of $1625 per user. According to a May 2002 article in Call Center Magazine, ‘‘the tool is powerful, more powerful than an SMB could have hoped for at $1600 a seat just a few years ago.’’

Most commercial sites also use cookies, tiny text files placed on users’ hard drives—usually without their knowledge or approval—when a site is visited. In their most benign use, cookies enable Web businesses to monitor users’ visits to their sites, remember their identities, simplify signing in and the completion of forms, etc. More nefariously, however, cookies enable Web sites to track a user’s general activity online. The information can then be used to send ads, and occasionally spam and junk mail as well, based on a user’s personal interests. Most seriously, cookies provide a record of a Web consumer’s visits to Web sites that contain sensitive or controversial materials, such as pornography, drug information, or information about tax resistance. This is significant in a time when government agencies such as the FBI and the IRS have begun buying such records from list brokers. The greatest fear of online consumers is that credit card numbers can be stolen. Consumers should shop only with online merchants who maintain secure Web sites, which reduce the risk that a hacker or another third party will obtain information during its transmission. A secure Web site can be recognized by a closed padlock at the bottom of the screen or a URL that begins with https://. Nonetheless, a secure Web site alone is not sufficient to guarantee that hackers cannot access consumers’ information. If the e-merchant stores the information in unencrypted form, it is at risk from hackers. Hackers are not the only threat to sensitive information. Web site operators sometimes sell information— even credit card, social security, and bank account numbers—collected from their users. Most online businesses have formulated privacy policies covering the use of information they collect. These policies vary in thoroughness and are completely voluntary. There is no guarantee an e-businessperson will adhere to his or her own policy. Flagrant violations have occurred. Adherence by Web sites that display the seal of services such as TRUSTe or BBBOnline, however, is regularly audited. Prior notification is a fundamental issue for privacy advocates. Consumers often do not know how their personal information is being used by a site. Opt-in rules are one solution to the problem. Under such rules, no personal information could be given to third 21

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parties without explicit permission from the consumer. Online marketing firms, which live from the sale and use of such information, oppose opt-in policies, maintaining that they would make Web site use too burdensome for Internet consumers. One study found that 84 percent of adults would be unlikely to opt in if given a choice; hence opt-in would likely make targeted marketing and the compilation of address lists much more difficult. The alternative is an opt-out policy, which would allow a Web site to use personal information freely until a consumer instructed it not to do so. Advocates of the rule say opt-out makes for much more convenience surfing the Internet. Opponents say that opt-out information is too frequently hidden away in fine print on an inconspicuous page of a site. A Forrester Research study conducted in 2001 found that 70 percent of those polled were ‘‘extremely interested’’ or ‘‘very interested’’ in laws guaranteeing Internet privacy. At the beginning of 2002, only one such law was on the books, the Children’s Online Privacy Protection Act (COPPA) of 2000, a law that severely limits information a Web site can request of a preteen. That year, about 50 privacy bills were before Congress many of which dealt with Web issues. For instance, one would prohibit the production and use of so-called ‘‘spyware’’—software that collects and distributes information directly from a user’s personal computer without the permission of consumers; another would direct the Federal Trade Commission (FTC) to develop regulations to protect the privacy of Internet users. In February 2002 the European Union took the first steps toward restricting the use of cookies, a move unlikely in the United States. The computer and dot-com industries see such legislation as an overreaction that would introduce unneeded government regulation. They have proposed self-regulation as an alternative to legislation. Legal scholars, on the other hand, believe that effective privacy laws are virtually impossible because they would violate the free speech provisions of the U.S. Constitution. In the meantime, in early 2002 the FTC began cracking down on the sale and use of personal information without a consumer’s consent and on the use of spam. It has also announced that Web sites must abide by their published privacy policies. Privacy is an important consideration for online businesspeople. Customers routinely abandon shopping carts online rather than give e-merchants personal information. One report estimated that nearly US$18 billion in online retail sales has been lost due to concerns about privacy. The costs could go even higher: If government believes that online businesspeople are unfairly intruding on the privacy of consumers, it could enact laws or regulations that severely impact the conduct of e-business. Heavy restrictions, on

cookie use, for example, could deprive Internet business of one of its prime advantages over bricks-andmortar businesses—the ability to identify and reach users based on demographic profiles. In the end eager sellers and suspicious buyers will have to reach some kind of compromise. Consumers and businesspeople can find additional background on privacy issues in general and on Internet privacy specifically at the following Web sites:

T Electronic Privacy Information Center, www.epic.org T Privacy Rights Clearinghouse, www.privacyrights.org T The Federal Trade Commission, www.ftc.gov T The Privacy Alliance, www.privacyalliance.org

FURTHER READING ‘‘Behind the Numbers: Privacy Practices on the Web.’’ Center for Democracy and Technology, 1999. Available from http://www.cdt.org/privacy/990727privacy.shtml. ‘‘Being Traced Over the Internet.’’ Privacy.Net. Available from http://www.privacy.net/Traced/. Benoit, Michael A., and Nicole F. Munro. ‘‘Recent Federal Privacy Initiatives Affecting the Electronic Delivery of Financial Services.’’ Business Lawyer, May 2001. Berman, Jerry, and Deirdre Mulligan. ‘‘Privacy in the Digital Age.’’ Nova Law Review, Vol. 23, no. 2, winter 1999. Beyer, Leslie, ‘‘For Whose Eyes Only?’’ Internet Retailer, July 2000, Vol. 2, no. 6, 40. Culnam, Mary J. ‘‘Protecting Privacy Online: Is SelfRegulation Working?’’ Journal of Public Policy & Marketing, Spring 2000, Vol. 19, no. 1, 20. ‘‘The Dark Side. ’’ Cookie Central. Available from http:// www.cookiecentral.com/content.phtml?area=2&id=2. ‘‘Fact Sheet 18: Privacy in Cyberspace.’’ Privacy Rights Clearinghouse, June 1995, revised August 2000. Available from http://www.privacyrights.org. ‘‘Fact Sheet 23: E-Commerce and You: Online Shopping Tips.’’ Privacy Rights Clearinghouse, Available from http:// www.privacyrights.org/fs/fs23-shopping.htm. Freeman, Reed, Jr., and Gonzalo Mon, ‘‘Listing Towards Privacy.’’ Promo, May 2002. Gellman, Robert. ‘‘Privacy, Consumers, and Costs: How the Lack of Privacy Costs Consumers and Why Business Studies of Privacy Costs Are Biased and Incomplete.’’ Electronic Privacy Information Center, 2002. Available from http:// www.epic.org/reports/dmfprivacy.html.

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Han, Peter, and Angus Maclaurin. ‘‘Do Consumers Really Care About Online Privacy?’’ Marketing Management, January/February 2002, Vol. 11, no. 1, 35. Hatlestad, Luc. ‘‘Consumers Want Complete Protection, But E-tailers Won’t Guarantee It: Why Both Sides Must Budge.’’ Red Herring, 15 January 2001. Kennedy, John. ‘‘EU Takes the Byte Out of Cookies.’’ Global News Wire, 22 November 2001. Mayer-Schoenberger, Viktor, ‘‘The Cookie Concept,’’ Cookie Central. Available from http://www.cookiecentral.com/ content.phtml?area=2&id=1 Milne, George R., and Andrew J. Rohm. ‘‘Consumer Privacy and Name Removal Across Direct Marketing Channels: Exploring Opt-In and Opt-Out Alternatives.’’ Journal of Public Policy & Marketing, fall 2000, Vol. 19, no. 2, 238. ———. ‘‘Privacy and Ethical Issues in Database/Interactive Marketing and Public Policy.’’ Journal of Public Policy & Marketing, spring 2000, Vol. 19, no. 1, 1. Miyazaki, Anthony D., and Ana Fernandez. ‘‘Internet Privacy and Security: An Examination of Online Retailer Disclosures.’’ Journal of Public Policy & Marketing, spring 2000, Vol. 19, no. 1, 54. Phelps, Joseph, Glen Nowak, and Elizabeth Ferrell. ‘‘Privacy Concerns and Consumer Willingness to Provide Personal Information.’’ Journal of Public Policy & Marketing, spring 2000, Vol. 19, no. 1, 27. ‘‘A Review of Current Privacy Issues.’’ Privacy Rights Clearinghouse, Available from http://www.privacyrights.org/ ar/Privacy-IssuesList.htm. Sheehan, Kim Bartel, and Mariea Grubbs Hoy. ‘‘Dimensions of Privacy Concern Among Online Consumers.’’ Journal of Public Policy & Marketing, spring 2000, Vol. 19, no. 1, 62. Volokh, Eugene. ‘‘Online Consumer Privacy Concerns.’’ Hearing on Privacy in the Commercial World. Subcommittee on Commerce, Trade, and Consumer Protection, Federal Document Clearing House, 2001. Wilcox, Joe. ‘‘Customers Wary of Online Ids.’’ CNET News.com, 2002. Available from http://news.com.com/21001001-892808.html.

❚ 15 CURRENCY ISSUES IN ELECTRONIC COMMERCE

E-commerce, with its online stores, virtual shoppers, and sometimes even downloadable electronic

products, introduced a simple but unavoidable question: How could payment be digitized as well? Credit cards seem an obvious answer at first, but they have problems of their own. They are not cost effective for small purchases—so-called microtransactions—and many consumers simply can’t get one. Debit cards have to be physically swiped through a reader that few own. Furthermore, purchases made with credit and debit cards lack the anonymity of cold, hard cash, which can only be used for online purchases if one is willing to risk sending it through the mail. Checks and money orders are difficult to use for international purchases. If electronic trade is to succeed on a widespread scale, a digital medium of exchange is needed—a means for paying for things electronically, an e-currency.


Given, Beth. ‘‘Privacy Expectations in a High Tech World.’’ Privacy Rights Clearinghouse, 2000. Available from http:// www.privacyrights.org.

There are three general types of electronic payment currently in use that online shoppers and businesses can use in exchange for goods and services. The first uses a trusted third party as an intermediary for transactions, usually a bank or other financial institution that holds the bank account numbers, credit card numbers, and other sensitive information of the buyer and seller. Such transactions are electronic only to the extent that the third party gets instructions via email. The second type is a form of fund transfer similar to a credit card purchase. Because sensitive information is changing hands, the system encrypts all data before transmission for security. This system is expected to become popular because the model is familiar to consumers. The third form of electronic payment, still in development, largely by corporations and central banks, is e-money. Electronic money is value reduced to its metaphysical essence. Unlike credit cards, notational fund transfers, or trusted third parties, e-money is not merely a transfer of financial information. E-money is money, pure and simple, like the bills we carry in our purses and wallets. It can change hands anonymously. It can be saved, spent, and stolen. A unit of e-money, like physical banknotes, has a unique serial number, a denomination, and an issuer that backs the money. All this information is rendered digitally as a numerical formula. If someone intercepts the code, that person has stolen the money. E-money can be stored on a computer or on a card, similar to some telephone cards, with a small computer chip. Obtaining digital cash, under most present schemes, would be very similar to making a withdrawal from one’s local bank, except everything could take place online. A customer would request a certain number of specific denominations, which are generated by special software. They are placed in an ‘‘electronic envelope;’’ that is, encrypted to disguise the serial numbers. The withdrawer ‘‘signs’’ the envelope using a private encryption key and transmits it to the 23

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bank for verification that the funds are available. If so, the bank countersigns the envelope using its encryption key and returns to the customer. The e-cash can then be spent. There are two sorts of e-money, distinguished mainly by the financial trail they leave when spent. With identified e-money, the identity of the original user remains bound to the money. As a result the trail of the currency through the economy can be reconstructed at any time after it is spent. Anonymous e-money, like conventional cash, leaves no such trail. In general, though, the safeguards in place to prevent copying electronic currency would make it possible to trace users in case of unlawful duplication. Each of these two types is in turn divided into online emoney and offline e-money. The former can only be used via a computer network and with a bank acting as intermediary. It is stored in a computer. Transactions with offline e-money do not require a bank’s intervention; it is stored on cards known as smart cards or electronic purses. Offline anonymous e-money is the e-currency that most resembles conventional money and is sometimes referred to as true digital cash. The Center for Research in Electronic Commerce at the University of Texas at Austin speculates that the smart card will become the storage medium of choice for e-cash because the card can also be used to store other information, such as personal identification, house and office keys, and various personal preference files. E-cash’s existence as pure information raises an issue of fundamental importance, known as the double spending problem. Digital duplication would be simple, and copies would be indistinguishable from the original. How can this be prevented? The issue is less critical with online cash, which is checked against bank records when it is spent. One way offline e-cash double spending is controlled is by utilizing tamperproof smart cards equipped with special ‘‘Observer’’ chips. Another tactic is to encrypt and track the ecash in such a way that the identity of a doublespender is revealed when the duplicate reaches the bank. Under such a system, it would seem, all electronic money usage would be ultimately traceable. Nonetheless, the use of electronic cash has grown more slowly than expected. By one estimate the number of ventures issuing e-cash or something like it dropped from about thirty in 2001 to only ten a year later. The most successful system was PayPal, which established itself as a payment system for online auctions. PayPal proved that in certain e-commerce cntexts there is a real demand for e-cash. By spring 2002 it had 12 million users in 39 countries. In 2001 it generated about US$8.2 million. Three of the leading e-money firms, Beenz, Flooz, and CyberCash, went out of business in 2001. Speculation about reasons varied. Some believed that these systems did not

stick closely enough to known payment models— notably cash and credit cards—to make consumers feel comfortable using them. Others noted that, unlike PayPal, the failed e-cash types were not affiliated with established financial institutions that would inspire consumer confidence. Fraud was another threat. Flooz sold US$300,000 of its currency to international criminals using fradulent credit cards. Even PayPal was victimized by such a scam, a fact it revealed when it went public in 2001. A potentially critical disadvantage of offline anonymous electronic currency is that it makes money laundering easier because it requires no intermediary, its use is extremely easy, it is completely untraceable, and laundering can be done from any computer or cell phone. What makes for a successful e-currency?

It must be widely accepted and used It must easy to use as a medium of exchange Its value must be stable Its value must be backed by a trustworthy institution T It must be easy to access and transport T It must not cost merchants that accept it, as credit cards do The acceptance and spread of digital cash is intimately bound up with intangibles—the faith of its users in its value and its ability to retain its value. A key element of that faith will be the reliability of the issuers of e-money. Banks or firms that try to control its use too closely are unlikely to attract users. The acceptance of an immaterial novelty like e-currency will also take time. The transition to a money culture took hundreds of years. However fast the spread and acceptance of the Internet, and even of e-commerce, it is probably foolhardy to expect that consumers or businesses will easily give up their attachment to money that they can slip into their pockets or purses. T T T T

FURTHER READING Allewn, Catherine A., William J. Barr, and Ron Schultz. Smart Cards: Seizing Strategic Business Opportunities. New York, NY: McGraw-Hill Professional Publishing, 1996. ‘‘Electronic Payment Systems.’’ The Center for Research in Electronic Commerce, Graduate School of Business, University of Texas at Austin. Available from http:// cism.bus.utexas.edu/resources/ecfaq/ecfaqd3.html. Derrick, Stuart. ‘‘Buying Power.’’ e.Business, 31 August 2000, 20. Dorn, James A., ed. The Future of Money in the Information Age. Washington, DC: Cato Institute, 1997.

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Miller, Jim. ‘‘E-money Mini-FAQ (release 2.0).’’ Available from http://www.ex.ac.uk/~RDavies/arian/money.html. Mungo, Paul. ‘‘Connected: Hard Cash.’’ Daily Telegraph (London), 26 August 1999, 8. O’Mahony, Donald, et al. Electronic Payment Systems for ECommerce. Boston, MA: Artech House, 1997. Punch, Linda. ‘‘The Shakeout in Online Cash.’’ Business and Management Practices, December 2001, Vol. 14, no. 9, 24. ‘‘Show Me the e Commerce Money.’’ New TV Strategies, 21 December 2000, 5. Smart, Victor. ‘‘Show Me the Money.’’ Guardian (London), 11 April 2002. Wilson, Chuck. Get Smart: The Emergence of Smart Cards in the United States and Their Pivotal Role in Internet Commerce: A Comprehensive Review. Richardson, TX: Mullaney Pub. Group, 2001.

❚ 16 CUSTOMER RELATIONSHIP MANAGEMENT

Customer relationship management (CRM) refers specifically to the software that companies use to manage and track contact with their customers. Components of CRM systems include analytic programs that examine information on buying patterns to improve services and attract new customers, sales force software, e-mail response applications, and Webbased customer support, among others. CRM evolved from packaged contact management software, which was introduced in 1990. As companies developed sophisticated telemarketing programs and multi-tiered customer service solutions, the demand for software systems to support frontline customer contact appeared. The first packaged sales force automation (SFA) solutions appeared in 1999, as did customized CRM solutions. Increased customer contact over the World Wide Web since 1999 has fueled the growth of Web-based CRM solutions. When combined with an overall business strategy, CRM helps promote a customer-focused corporate culture. CRM strategies involve integrating people, processes, and technology in order to create a single view of the customer. A successful CRM strategy is based on quantifying the value of customer relationships and creating a strategy to maximize that value.

The promise of CRM lies in enabling companies to keep their best customers and acquire new ones. Companies can use customer information to maximize the value of existing relationships, to expand those relationships, and to extend an enterprise’s brand into other competitive markets. Objectives include keeping high-value customers, increasing the value of moderate- to low-value customers, and minimizing the cost of customers who take away value. Used properly, CRM can achieve the desired results of creating customer loyalty, retaining customers, and expanding current relationships.


Lewis, Holden. ‘‘Guide to eMoney.’’ Bankrate.com. Available from http://www.bankrate.com/brm/news/emoney/ emoney1.asp.

Corporate spending on CRM systems reached $22 billion in 2001, a 10.6 percent increase over $19.9 billion in 2000, according to Dataquest Inc., a unit of Gartner Inc. The company predicted that CRM revenue would reach $25.3 billion in 2002 and $47 billion by 2006. Companies that had deployed a CRM solution by the end of 2001 were considered early adopters. They were primarily large enterprises with sales of $10 billion or more and were engaged in competitive industries such as financial services, software, and telecommunications.

CRITICAL FACTORS FOR SUCCESS OR FAILURE According to Gartner Group, some 65 percent of all CRM projects had failed as of early 2002. Lack of senior-level support was cited by the Data Warehousing Institute of Seattle as a leading risk factor to successful CRM implementations. Many companies that were early adopters focused on technology solutions instead of the broader business strategy that the technology can enable. In some cases CRM technology was used to generate more sales from customers rather than to build a long-term relationship with them. Companies also can improve their chances of a successful CRM deployment by keeping it simple. During the first phase of a CRM deployment, enterprises should limit themselves to a few critical areas of change and demonstrate clear benefits for senior management and shareholders, the company’s sales professionals, and its customers. Senior management and shareholders are interested in how CRM can measurably increase top-line revenue growth or anticipate order volume for key product lines. Sales professionals want software that enables them to spend more time with customers and makes it easier to provide sales quotes. CRM can benefit customers by making it easier for them to interact with the company through a variety of channels: telephone, Internet, face-toface, etc. Companies can improve their chances of a successful CRM rollout with better planning before implementation. They need to take an enterprise-wide view 25

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and consider the impact any CRM application would have on the overall customer service experience. Instead of letting CRM technology dictate how they interact with their customers, companies should view CRM as a tool that helps the customer service process.

Leading CRM vendors include market leader Siebel Systems, followed by SAP AG, Oracle, and PeopleSoft. Other leading vendors include E.piphany, Salesforce.com, and Blue Martini Software.

Before selecting a CRM vendor, the following steps should be considered:

OUTLOOK FOR CRM Enterprises were cutting back on large information technology (IT) expenditures for CRM systems in 2002 compared to 2001. According to a Gartner/Dataquest survey of IT and business executives reported in CRMDaily at the beginning of 2002, the percentage of companies with more than $1 billion in annual revenue that would deploy CRM systems dropped from 35 percent in 2001 to less than 20 percent for 2002. By contrast, 35 percent of companies with sales between $500 million and $1 billion planned to deploy CRM systems within six months, compared to less than 15 percent that were involved in deploying CRM systems at the end of 2001. In terms of expenditures, only 3 percent of the survey respondents indicated that they would spend $10 million or more on CRM systems in 2002, while 34 percent planned on spending less than $100,000. CRM systems were expected to feature more multichannel integration, offering real-time information sharing among different customer channels, including customer service, field service, the Web, marketing, and sales. This will enable companies to offer customers the same experience regardless of which channel is used for customer contact. CRM will enable enterprises to create a true marketing portal through which they can obtain a comprehensive view of each customer. Since CRM makes use of customer data, companies were expected to focus their efforts more on the analysis and organization of data so that customer information can be more effectively used to implement CRM solutions. The result will be improved customer differentiation and segmentation, which will allow for more effective and measurable marketing campaigns. Rather than simply looking at what customers have bought in the past and making offers based on that behavior, an emerging CRM model will actually track attitudes and stated preferences and opinions. Traditional CRM has measured actions, not attitudes. Companies will recognize that customer satisfaction does not necessarily translate into customer loyalty. Enterprises will seek to find ways of offering customers better value for their money. They will develop metrics to measure customer loyalty and value-enhancing corporate performance.

T Strategy: determine what CRM means to the enterprise, then develop a strategic plan. T Determine how much customization is needed. T Establish who the decision-makers will be in the CRM process. T Plan for change management, including how and when employees and clients will be introduced to the new system, training, and demonstration of the system’s benefits. T Optimize network architecture for CRM applications. T Finally, select a vendor.

VENDORS AND DEPLOYMENT Many early CRM failures were due to simply selecting the wrong vendor. According to a Gartner/ Dataquest survey at the beginning of 2002 and reported in CRMDaily, the top two criteria in selecting a CRM consultant/vendor were an established track record and speed to solution. Being able to offer an integrated-solutions approach based on applications expertise ranked a close third. The biggest challenges facing companies considering a CRM system were the high cost of deployment and integration with internal applications and processes. The CRM marketplace may appear needlessly complex and confusing. There are a wide array of products, systems, and software to choose from. Companies that cannot afford to buy complete CRM product suites need to outline exactly which types of CRM applications would suit their needs. Ideally, a CRM vendor would work hard to truly understand a company’s business and then find the appropriate CRM technology to match the company’s business goals, strategies, and processes. In reality, companies have complained that CRM vendors often simply provide them with CRM technology and promise that it will solve their problems. In finding the right CRM vendor, companies must go through a process of due diligence to select a vendor that will work with them in advance of implementation to understand their business needs. Ideally, the vendor would then work with the enterprise as a partner to provide it with a customized solution.

FURTHER READING Budhwani, Karim. ‘‘Once You’ve Found Them, Never Let Them Go.’’ CMA Management, April 2002, 13.

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time developing adequate Web-based customer service for this new touch point. If an existing customer decides to make a purchase via a company’s Web site, a negative experience with the site could drive the customer away from the company altogether. Similarly, customers unhappy with how a company responds to an e-mail message might decide to contact a rival company instead. This concern typically affects bricks-and-mortar businesses venturing online for the first time. If customers are used to receiving prompt assistance when the make a phone call to a company, they will likely expect equally prompt customer service online.

Hill, Kimberly. ‘‘Consultants Vie for Smaller CRM Pie.’’ CRMDaily.com, 6 February 2002. Available from http:// www.crmdaily.com. Hirsh, Lou. ‘‘The Legends of CRM.’’ E-Commerce Times, 19 February 2002. Available from http:// www.ecommercetimes.com. Jaroneczyk, Jennifer. ‘‘CRM Stumbles on the Catwalk.’’ Internet World, April 2002, 14. ‘‘Keep CRM Simple.’’ Sales & Marketing Management, March 2002, 21. McDonough, Dan, Jr. ‘‘What a Drag—Execs Pinpoint CRM Pitfalls.’’ CRMDaily.com, 29 October 2001. Available from http://www.crmdaily.com. Morphy, Erika. ‘‘After the Fall: The Future of CRM, Parts 14.’’ CRMDaily.com, 6, 9, 13, and 16 November 2001. Available from http://www.crmdaily.com. ———. ‘‘IBM Deploys Siebel: An Enterprise-Level CRM Rollout.’’ E-Commerce Times, 20 February 2002. Available from http://www.ecommercetimes.com. Seben, Larry. ‘‘What Makes CRM Tick?’’ CRMDaily.com, 13 August 2001. Available from http://www.crmdaily.com.

❚ 17 CUSTOMER TOUCH POINTS

The rise of e-commerce in the late 1990s allowed businesses to interact with their customers in new ways. Along with the telephone and mail, businesses could interact with clients via e-mail and Web sites. For example, via the Web, customers could buy merchandise from a company without ever visiting a store, making a call, or mailing in an order. Also, e-mail allowed companies to do things like notify customers that their orders had been shipped. Along with providing a new medium for sales and communication, Internet technology also brought with it added responsibility. Businesses that added new touch points, which are essentially ways in which a client can interact with a company, were accountable for more types of customer contact. One of the most common difficulties businesses face when adding new touch points in ensuring customer service consistency. Many analysts point out that customers expect the same level of service no matter what their method of contacting a company is. Therefore, launching a Web site can be a risky endeavor for a business that has not spent the necessary


Greenspan, Robyn. ‘‘CRM Spending on the Upswing.’’ eCRMguide, 9 April 2002. Available from http:// www.ecrmguide.com.

Companies might also make the mistake of adding new touch points without considering how they impact other touch points, a practice that can also prove damaging to customer relationships. For example, many companies have built technology into their Web sites that allows them to recognize customers online and personalize their experience. For example, Amazon.com greets existing customers by name and showcases products in which customers might be interested, based on their previous purchases. ‘‘This can be a good thing,’’ explains a February 2001 issue of Business Courier Serving Cincinnati. ‘‘But beware, if this customer interaction is not shared with other channels, you might do more damage than good. For instance, if a customer places an order through your Web site, and your sales rep does not have knowledge of the order, his or her next interaction with the customer will most likely be embarrassing for the sales rep, the company and the customer.’’ Similarly, customer service representatives answering the phone might receive calls in reference to e-mails sent by customers. If they are not prepared to deal with such calls, customers will be left unsatisfied. Developing consistency across all customer service touch points is also essential for businesses hoping to implement a customer relationship management (CRM) system. Such a system tracks data gathered at various touch points to help businesses better understand their customers. Businesses can then use this data for things like targeted marketing campaigns. Many online companies use CRM technology to keep track of which pages visitors to their Web sites view most often. These companies are then able to send emails about specific products to those potential customers. Similarly, companies can send e-mail messages about sales or special promotions to the customers most likely to be interested in this news. Before expanding your customer touch points, be sure you are maximizing your existing ones. Any activity that brings your company in contact with a customer is a touch point, whether or not you consider it a customer service activity. For example, sending invoices, either paper or electronic, to customers creates a touch point. According to a May 2000 issue of 27

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Global Best Practices, invoices ‘‘form independent connections with customers that provide strategic opportunities for companies to build relationships, increase satisfaction, and cross-sell. By taking full advantage of the opportunities each invoice provides to communicate with customers, companies gain strategic business advantage in the ongoing struggle to hold on to customers.’’ As a result, it is important to see activities like billing, which brings you in contact with your clients, in terms of customer service. It is also imperative to view your marketing efforts as customer touch points as well. For example, if you plan to embark upon something like an e-mail marketing campaign, analysts recommend that you consider the impact your e-mail message(s) will have on those you contact. If your customers prefer not to receive such messages, making that choice clear to you should be an easily available option. In some cases, Web sites are designed to ask customers making a purchase if they wish to receive future e-mails about new products, sales, etc. In other cases, e-mail messages include an e-mail address customers can use to send a message that they would like to be removed from a mailing list. Most analysts recommend creating a customer service strategy that takes into account all of your customer touch points. Having such a strategy in place can help business owners adding a new touch point decide how to maintain consistent customer service and, ultimately, retain their customer base while they grow their operations. With the acquisition of new customers costing an estimated 30 to 40 times more than the management of existing customers, most analysts assert that devoting time to developing this type of strategy is well worth the effort.

FURTHER READING Arthur Andersen. ‘‘Best Practices: Bill the Customer.’’ Global Best Practices. 2 May 2000. Available from http:// www.globalbestpractices.com. McCall, Kimberly. ‘‘Customer Retention Key to Business Success.’’ MarketingAngel.com, 14 March 2000. Available from http://www.marketingangel.com. Miller, Julia. ‘‘Dos and Don’ts of E-Mail Marketing.’’ HomeOfficeMag.com, September 2000. Available from http:// www.entrepreneur.com. Morphy, Erica. ‘‘The 21st Century Contact Center Rep.’’ CRMDaily.com, 28 February 2002. Available from http:// www.crmdaily.com. Taeschler, Debra. ‘‘Best CRM Practices Require Cultivation of Touch Points.’’ Business Marketing, 1 December 1999. Urbanowjcz, Rob. ‘‘Pay Attention to All Customer Interactions.’’ Business Courier Serving Cincinnati, 9 February 2001.

❚ 18 DATA INTEGRITY

Data plays an integral role in the operations of any online business. As stated in a February 1999 issue of E-Commerce Times, ‘‘Everywhere you turn these days, it seems you’re dealing with a database. If you want to be state of the art, the inventory in your Web store should be in a database. The same is true of your customer list, and your prospect list. The reports delivered by Web server logs or held by your ad agency are databases. You target ads by matching these databases against other databases. Personalization engines are all about databases. Even e-mail lists are databases.’’ Because it is such an important part of operations, preserving the integrity (accuracy and completeness) of data is crucial for businesses. Data integrity can be undermined by system crashes, errors made by the individuals who input data, and computer viruses and/or hackers. To protect data from system crashes, you can back it up by using something like a Zip drive or CD burner; keeping your backed up data in a separate location helps to ensure that it remains intact in the event of a fire or other catastrophe. You can also use a remote Internet-based backup service like Connected.com or Xdrive. For a monthly fee of $17.95 per personal computer (PC), Connected.com offers to back up and store on the Internet the hard drive contents of five to ten PCs. Customers who lose or damage files, can simply log onto the firm’s Web site and retrieve the most recent backup. Xdrive’s Workgroup is a similar Internet-based backup service that charges a monthly fee of $99 for up to 25 users. To prevent data input errors, which can be as harmless as minor typos or as serious as incorrect pricing, you can limit the number of individuals able to make additions or changes to your databases. You can also use programs that recognize common input errors and alert users when a mistake is made. You can also limit the number of databases you operate, which helps to ensure that the information you present to customers is consistent. It was data consistency that Delta Airlines sought in 2001 when it spent nearly $1 billion to integrate and condense hundreds of disparate databases. This effort allowed the airline to provide up-todate and consistent information to all of its customers, whether they were visiting a Delta display in an airport, calling a reservation agent, or visiting Delta’s Web site. One of the most serious threats to data integrity is hacking, which typically involves compromising the security of networks or creating malicious programs such as viruses. The most popular forms of network

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If you run an online business that is hosted by a third party, you should become familiar with how it will go about protecting the integrity of your data. Find out what sort of firewalls the company has in place to protect against hackers and how it handles viruses. The security measures that hosting companies take vary widely, and it is worth your while to be sure your host is working to preserve the integrity of your data.

The malicious activities of some hackers include the creation of viruses, logic bombs, and worms. A virus is a program that has the potential to attack and corrupt computer files by attaching itself to a file and replicating itself. It can also cause a computer to crash by utilizing all of the computer’s resources. In May 2000, e-mail systems throughout the world were inundated with the ‘‘ILOVEYOU’’ and ‘‘Love Bug’’ viruses; the damage to individuals, businesses, and institutions was estimated at roughly $10 billion. Similar to viruses, logic bombs are designed to attack when triggered by a certain event like a change in date. Worms attack networks in order to replicate and spread. In July 2001, the ‘‘Code Red’’ worm attacked Microsoft Internet Information Server systems, defacing Web sites with the phrase ‘‘Welcome to www.worm.com! Hacked by Chinese!’’

FURTHER READING

While it is virtually impossible to prevent all hacking activity, you can take a number of protective measures to help preserve your data’s integrity. One of the most common methods of protection against viruses is anti-virus software programs such as those manufactured by McAfee and Symantec. Anti-virus software scans a PC’s hard drive for infected material and alerts users when bad files are found. ‘‘While virus protection should be considered a vital part of a security plan, it is definitely not the only security a company needs to stay protected,’’ asserts a February 2002 article in Entrepreneur. Many business also use a firewall, which acts as a deterrent to hacking by protecting private networks from the public and preventing all but the most determined outsiders from tampering with computer systems. Other software options include Intrusion Detection Systems (IDS), content filtering software, and sandboxing software. Considered one of the best protection methods for large networks, an IDS allows system administrators to monitor network requests and detect suspicious large-scale activity. Content filtering software is advanced anti-virus software that reads compressed files and allows information technology managers to use filters to block suspicious e-mail. Sandboxing software protects against malicious codes by creating a protected space within a computer where a suspicious code can run before it reaches the main operating system.


hacking are denial of service (DoS) attacks and mail bombs. DoS attacks are designed to swamp a computer network, causing it to crash. Mail bombs act in a similar fashion but attack a network’s mail servers. When eBay was attacked in February 2000, its Web server was bombarded with fake requests for Web pages, which overloaded the site and caused it to crash. Network hackers also try to break into secure areas to find sensitive data. Once a network is hacked, files can be removed, stolen, or erased.

Blankenhorn, Dana. ‘‘The Grand Unified Database Theory.’’ E-Commerce Times, 19 February 1999. Available from http:// www.ecommercetimes.com. Bruck, Michael. ‘‘Going Beyond Antivirus Software.’’ Entrepreneur.com, 4 February 2002. Available from http:// www.entrepreneur.com. Preston, Robert. ‘‘Don’t Overlook Data Integrity in E-Biz Planning.’’ InternetWeek, 25 June 2001. ‘‘Data Integrity.’’ Ecommerce Webopedia. Darien, CT: Internet.com, 2002. Available from http:// www.webopedia.com/TERM/d/data_integrity.html.

❚ 19 DATA MINING

Data mining is the method of using various statistical analysis tools to unmask obscured patterns in a specified chunk of data. Considered an advanced form of data analysis, data mining goes beyond more commonplace data analysis practices, such as spreadsheet analysis and SQL (structured query language) queries. Quite often data mining tools are used in conjunction with data warehouses, multi-dimensional data structures that help businesses both organize and analyze the data created during daily business operations.

DATA WAREHOUSING CONCEPTS Data warehousing involves two main types of data: operational and informational. Operational data consists of the data businesses use on a daily basis, like customer orders and completed sales transactions. This data is typically stored in a relational database and is retrieved and updated by an online transaction processing (OLTP) system. Once operational data has been manipulated and summarized, such as daily sales totals excluding voided or returned items, it is loaded into the data warehouse, another database with a different structure and purpose, and becomes informational data. More advanced systems integrate operational data from multiple sources in the organization. 29

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The goal of transforming operational data into informational data, which in many cases involves data standardization, is to create data that can be efficiently and accurately analyzed. Once data is standardized, it can be subjected to online analytical processing (OLAP), which allows users to analyze large amounts of data related to sales, products, customer service, and other business operations. This is where data mining tools are used most frequently. For example, data mining might be used to help an online retailer pinpoint customer purchasing patterns, insights that might be useful when the retailer develops its next marketing campaign.

EMERGING DEMAND FOR DATA MANAGEMENT In the 1990s, business trends such as the rise of e-commerce boosted demand for data warehousing and data mining technology. A growing number of companies began to gather customer data on the Web and needed ways to distill it all down to usable insights. According to an August 2001 report in the Wall Street Journal, ‘‘data mining uses algorithms to sift through those monstrous databases and reveal customer usage patterns. Once marketers get their hands on this juicy info, they can learn a range of valuable lessons, including what works and what doesn’t for customers on Web sites. They can also forecast future customer moves.’’ To organize and make use of this information, however, can be both costly and time consuming, and throughout the late 1990s, many small and medium-sized businesses were simply unable to afford either the technology or the staff necessary to manage it. However, by 2000, more affordable options began to emerge. For example, data marts—smaller, more focused versions of data warehouses—were created using data warehousing principles but on a much smaller scale, sometimes with the help of prepackaged templates and tools. In comparison to data warehouses, which are measured in gigabytes and terabytes, data marts are much smaller and less intricate. Several data mining companies also began to offer specialized data mining services to small and midsized companies.

IMPLEMENTING DATA MINING When deciding how to best manage and mine your data, consider how involved you wish to be in the process. You can purchase the data mining software you need and handle everything in-house, perhaps hiring data specialists. You can also hand off all your data mining needs to a third party. In addition, you might choose to outsource only certain tasks to a

specialized vendor. If you lack technical expertise in this area and are not willing to hire a data specialist, most experts recommend outsourcing. Keep in mind that data mining and data warehousing are closely related to customer relationship management (CRM), and many vendors offer ‘‘business intelligence’’ suites that include comprehensive ebusiness, CRM, data warehousing, and data mining solutions. According to a reader survey published in DM Review, some of the most popular business intelligence vendors in 2000 were SAS, NCR Corp., Oracle Corp., Computer Associates, Cognos Corp., MicroStrategy Inc., Microsoft Corp., IBM, Informix Business Solutions, and Hyperion. Many of these firms offer highly complex data warehousing, data mining, and CRM programs that are better suited to large corporations than to smaller businesses. One option for smaller businesses with data mining needs is an application service provider (ASP). Many ASPs will store your data on their servers and write programs that help you analyze your data most effectively. ASPs offering basic data warehousing and mining services to existing small businesses and start-up ventures include Exenet, Interland, ManagedOps.com, and StorageNetworks. ASPs that specialize in data warehousing and mining for small and mid-sized online businesses include Accrue Hit List, NetGenesis, and digiMine. For $15,000 to $50,000 per month, digiMine will install software in your current database that collects and compresses data before transferring an encrypted file to its own data server. Once digiMine gleans what it determines worthwhile from your informational data, it stores the data in a warehouse and launches a series of algorithms that mine the data. This entire process takes place daily, and, upon completion, digiMine posts completed reports, including graphs and charts, on its Web site. You can retrieve your reports via a password. You should determine, in detail, what you hope to gain from data mining prior to spending money on software, new staff, or vendor services. If you are setting up your own data management and analysis system, be sure you can afford the technology itself, as well as the costs associated with operating and maintaining such a system. When researching various vendors, inquire about their current customers to see if your business is similar in size and scope. Narrow your focus to vendors who offer the products and services your business needs. To reduce your costs, you might consider purchasing a suite of applications that serves a variety of your needs, including data mining. Many firms offer e-commerce suites that include integrated data mining, data warehousing, and similar applications specifically designed for online businesses.

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‘‘2000 DM Review 100 Numerical Ranking.’’ DM Review, November 2001. Available from http://www.dmreview.com/ awards/top100/2000/. Harris, Nicole. ‘‘DigiMine Digs Deep in Web Sites to Uncover Users’ Experiences.’’ Wall Street Journal, August 9, 2001. Joch, Alan. ‘‘Buying Biz Smarts—ASPs Chip in to Cut DataDicing Costs and Time.’’ eWeek, January 1, 2001. Morphy, Erica. ‘‘CRM for Small Biz: Don’t Think Big.’’ CRMDaily.com, October 15, 2001. Available from http:// www.crmdaily.com.

which provides information about the data warehouse itself, is used mainly by system administrators. It is the business data that users seek most often for tasks such as forecasting sales or predicting trends. To perform such analyses, the data warehouse program uses applications known as data mining tools to interpret data and find patterns within the information. For example, a retail company, either online or traditional, might use data warehousing and data mining technology to pinpoint customer purchasing patterns and to gather additional information about its buyers.


FURTHER READING

ORIGINS OF DATA WAREHOUSING

Moye, Joe, and Dave Upton. ‘‘Data Warehousing 101.’’ Strategic Finance, February 2001. Rogers, Martha. ‘‘There’s No Place Like Home.’’ Inc.com, March 1, 2002. Available from http://www2.inc.com.

❚ 20 DATA WAREHOUSING

Data warehousing technology helps businesses organize and analyze the data created during daily business operations. Two types of database processing, online transaction processing (OLTP) and online analytical processing (OLAP), allow users to both store and retrieve data. Stored in a data warehouse, also known as a multi-dimensional data structure, this information can be queried and analyzed as needed.

The concept of data warehousing dates back to the early 1980s, when relational databases were popular. Relational database systems were run on minicomputers for OLTP. They were commonly used to operate networks such as automated teller machines. By the 1990s, changing business trends such as business process reengineering, an increasingly globalized economy, the growing popularity of enterprise resource planning (ERP) systems, and the rise of e-commerce all helped fuel demand for data warehousing technology. Run on powerful client/server networks, data networks that could translate OLAP, as well as read OLTP, emerged. According to a February 2001 issue of Strategic Finance, data warehousing is useful because it ‘‘helps with analytical tasks—from identifying new market trends to evaluating customer service performance. It provides immediate, accurate information that’s unique to your business and produces results you can act on quickly. It can also help plug leaks you may not know exist. Applying the right analytical tools may reveal patterns that add up to widespread yet traceable financial discrepancies.’’

TYPES OF DATA The two main types of data involved with data warehousing are operational and informational data. Operational data, which consists of the data businesses use on a daily basis, is normally stored in a relational database and retrieved and updated by an OLTP system. Once operational data has been manipulated and summarized, it is considered informational data; this is what makes up a data warehouse. In the process of data warehousing, informational data is created from operational data via transformation or propagation tools. This process is a standardization of sorts that helps ensure that information can be retrieved quickly and easily at a later date. Multi-dimensional analysis, or OLAP, is the desired result of data warehousing. It allows users to analyze large amounts of data related to sales, products, customer service, and other business operations. The informational data stored in a data warehouse is also known as metadata, which comprises both technical data and business data. Technical data,

IMPLEMENTATION CONSIDERATIONS Implementing a data warehouse structure within your company can be both costly and time consuming. Data warehousing firms targeting small companies have developed data marts, smaller versions of data warehouses that are streamlined to serve a specific department and/or cover a specific topic. In comparison to data warehouses, which are measured in gigabytes and terabytes, data marts are much smaller and, therefore, measured in megabytes. You may find that this data structure is more appropriate for your business, particularly if you are just launching operations. Whether you are building a data warehouse or data mart for a traditional bricks-and-mortar company, an online venture, or both, you must decide how involved you want to be in the process. You can outsource the entire project to a qualified vendor, handle the entire process in-house, or work in tandem with a vendor. If you opt to hand off all or part of the project to a 31

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vendor, a choice most analysts recommend if you lack technical expertise in this area, you’ll be faced with a vast choice of business intelligence vendors offering packaged e-business, customer relationship management (CRM), and data warehousing solutions. According to DM Review, the top 10 business intelligence vendors in 2000 were SAS, NCR Corp., Oracle Corp., Computer Associates, Cognos Corp., MicroStrategy Inc., Microsoft Corp., IBM, Informix Business Solutions, and Hyperion. However, many of these firms offer highly complex data warehousing and CRM programs that are better suited to large corporations than to smaller businesses. According to Joe Outlaw, a Gartner Group analyst quoted in an October 2001 issue of CRMDaily.com, ‘‘Rich functionality is obviously a desirable quality if you are a large company, but for a small company the package then becomes too difficult to use, especially if they don’t have the support staff to maintain it.’’ Outlaw also cautioned smaller businesses to be sure they could handle the cost not only of the technology itself but also of operating and maintaining the system. In addition, when selecting a vendor, you should investigate its current clientele to see if your business is similar in size and focus. Concentrate on vendors that offer the specific functions your business needs rather than those that offer additional bells and whistles. Finally, to save money, consider purchasing a suite of applications that serves a variety of your needs rather than individual programs that must be integrated. Many vendors offer e-commerce suites that include data warehousing applications specifically designed for online businesses. If you have already warehoused some of your own information, you might consider using an application service provider (ASP) to store your data on its servers and to write programs that help you analyze your data effectively. ASPs offering basic data warehousing services to existing small businesses and start-up ventures include Exenet, HostPro, ManagedOps.com, and StorageNetworks. ASPs that specialize in data warehousing for small online businesses include Accrue Hit List, digiMine, and NetGenesis. These firms focus on ‘‘clickstream’’ analysis, which means that they help businesses use data to figure out things like who is visiting their Web sites and which pages visitors access most often.

FURTHER READING ‘‘2000 DM Review 100 Numerical Ranking.’’ DM Review, November 2001. Available from http://www.dmreview.com/ awards/top100/2000/. Carroll, Sean. ‘‘Data Management.’’ PC Magazine, 3 April 2001, 128.

Morphy, Erica. ‘‘CRM for Small Biz: Don’t Think Big.’’ CRMDaily.com, 15 October 2001. Available from http:// www.crmdaily.com. Moye, Joe, and Dave Upton. ‘‘Data Warehousing 101.’’ Strategic Finance, February 2001. Silvon Software Inc. ‘‘A Seven-Step Approach to a Successful Data Mart Implementation.’’ 2000. Available from http://www.dmreview.com/whitepaper/martc.pdf.

❚ 21 DATABASES

Nearly every business uses a database of some sort. Databases can be as simple as the electronic address books used to maintain lists of e-mail contacts or as complex as electronic library systems or online flight reservation systems. Typically, some sort of query system allows users to gain access to specific information in a database. For example, online flight reservation systems are often designed to accept queries based on a user’s departure destination, arrival destination, and dates of travel. The process of storing and manipulating the information housed in a database is known as database management. The tools used to manage databases are grouped together into database management systems (DBMSs). Several types of DBMSs exist, including those designed for personal computers (PCs) as well as those running on large mainframe systems. Some of the most common database applications include Microsoft Access, which is included in Microsoft Corp.’s popular Office suite of products for PCs, and IBM Corp.’s DB2. IBM Corp.’s Information Management System (IMS), released in 1966, was the first commercially viable database application. IMS was considered a hierarchical database, in which standardized data records were organized within other standardized data records, creating a hierarchy of information about a single entry. In the late 1960s, firms like Honeywell Corp. and General Electric Corp. developed database applications based on a network data model, but the next major database breakthrough came in 1970, when a research scientist at IBM first outlined his theory for relational databases. Six years later, IBM completed a prototype for a relational DBMS. In 1978, Oracle Systems Corp. beat IBM to the punch when it released the world’s first relational database management system (RDBMS) using Structured Query Language (SQL). Relational databases eventually outpaced all other database types, mainly because they allowed for highly complex queries and could support various

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In the late 1990s, the use of databases became increasingly widespread as the Internet grew in popularity. According to a February 1999 issue of E-Commerce Times, ‘‘Everywhere you turn these days, it seems you’re dealing with a database. If you want to be state of the art, the inventory in your Web store should be in a database. The same is true of your customer list, and your prospect list. The reports delivered by Web server logs or held by your ad agency are databases. You target ads by matching these databases against other databases. Personalization engines are all about databases. Even e-mail lists are databases.’’ In fact, the growth of e-commerce continues to fuel the development of new database features designed to allow users to take advantage of various Internetbased opportunities. At the core of many new database developments was the adoption of XML (extensible markup language), the language used to create Web documents, by database application developers like Microsoft, IBM, and Oracle as well as their smaller rivals. When deciding which databases are best suited to your business, you’ll need to keep in mind that beyond simply housing your data, an application ideally will allow you to sift through the data in various ways. Using a variety of different database applications could pose future problems if you ever need to integrate the data; however, finding a database program that meets all of your database needs can prove tricky as well. Many companies allow potential customers to download free trial versions of their database software. While it may prove time consuming to test various applications, this is an inexpensive way to find a suitable database program. To help you organize and analyze the data created during daily business operations, you might decide to use some sort of data warehousing system, although an application this sophisticated might prove unnecessary at first. You can also opt to use a data mart, which is essentially a smaller version of a data warehouse that is streamlined to serve a specific department and/or cover a specific topic. Another option is an application service provider (ASP)—such as Exenet, HostPro, and ManagedOps.com—which will store your data on its servers and write programs that help you analyze your data effectively. For example, an ASP can help you write queries to generate the information you need to analyze sales by region or by product. While gaining control of your internal data is an important part of managing your business, according to an April 2001 article in PC Magazine, it may only play a small role

in how you use databases. ‘‘For many companies, internal databases are only half the story—if that. Also essential is so-called clickstream analysis of their Web site. This involves tracking the behavior of visitors to a Web site, examining what they do there, recording where they’re geographically located, keeping track of who referred them to the Web site, and noting which pages resulted in the greatest number of further requests.’’ ASPs specializing in this type of database management include Accrue Hit List, digiMine, and NetGenesis. In the early 2000s, many leading database firms, like Microsoft, also began targeting small and mid-sized business markets. As database programs become increasingly comprehensive, database options for small business, both traditional and online, will continue to increase.


tools that enhanced their usefulness. Database applications for PCs emerged in the early 1990s. In 1993 Microsoft Corp. created Access, which competed with FileMaker Inc.’s FileMaker Pro, a database application initially designed for Macintosh machines.

FURTHER READING Blankenhorn, Dana. ‘‘The Grand Unified Database Theory.’’ E-Commerce Times, 19 February 1999. Available from http:// www.ecommercetimes.com. Carroll, Sean. ‘‘Data Management.’’ PC Magazine, 3 April 2001, 128. Gill, Lisa. ‘‘Battle of the Databases.’’ NewsFactor Network, 7 May 2002. Available from http://www.newsfactor.com.

❚ 22 DAY TRADING

Day trading, when an individual buys and sells stocks in rapid succession in hopes of profiting from short-term price movements, stems from a convergence of factors in the 1990s and early 2000s. Among the factors:

T the rise of personal computers T the development of the Internet T the availability of real-time high level market information T the ability to buy and sell stocks online almost instantly T the rise of the dot-com economy and the plethora of volatile stocks it spawned

Day trading got its name because most day traders don’t hold a share position overnight; instead, they sell all their shares by the end of each day. This means day traders aren’t investors in any traditional sense. They care not for a firm’s long-term prospects or 33

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management practices; they have no interest in putting together stock portfolios for the long run. Day traders are speculators who attempt to anticipate micro-movements in a stock’s price—often fluctuations of mere fractions of a point—then buying and selling large lots of that stock in a short period—often within minutes—to take advantage of those fluctuations. It is the direct access to up-to-the-minute market data along with the ability to execute trades within seconds that makes day trading possible as a lucrative, if high-risk, undertaking.

ORIGINS OF DAY TRADING Day trading had its origins in the U.S. stock market crash of 1987. Because many investors were unable to get through to their brokers on the phone to sell stock in the panicked trading that ensued, Nasdaq introduced the Small Order Execution System (SOES), a system designed to execute trades of up to 1,000 shares at the best available price within seconds. SOES was so efficient that it operated faster than Nasdaq’s main computer system, SelectNet, used by Nasdaq market makers. New prices appeared on SOES before they were registered on SelectNet. By monitoring both systems, early day traders—nicknamed SOES bandits—were able to pick off good prices on SelectNet before market makers could adjust their prices to SOES levels. The rise of ECNs—electronic communications networks which rapidly disseminated information and made possible quick trades—in the 1990s gave day traders another weapon. By 1997, SOES accounted for 17 percent of Nasdaq’s daily volume. In response to SOES bandits and the volatility they were said to be creating, Nasdaq replaced SelectNet with a new system, called SuperSOES which made current Nasdaq share information available to the entire market. With the introduction of SuperSOES, many veteran day traders left the business.

selling them at the higher price, then buying it later at the lower one. There is a great deal of risk involved in all these transactions. If a share’s price doesn’t move in the expected direction, the trader takes a loss—potentially thousands of dollars or more. In addition, most day traders must pay commissions on every transaction they make, which can cut deeply into profits and add to losses.

TRENDS IN DAY TRADING Historically, day traders have done most of their trading in Nasdaq’s high-tech and Internet shares— stocks that tend to experience large fluctuations in price every day. Day trading fever was fed by the bull market and Internet stock craze of the 1990s. When the dot-com industry collapsed in late 2000, many day traders, particularly non-professionals, left the field. By the end of the 1990s, at any rate, many day trading firms were moving away from retail clients, that is, individual traders, toward larger institutional clients, like mutual funds. By 2002 a significant consolidation was underway in the day trading industry, with many firms being purchased by larger traditional brokerage houses. By 2002 the typical day trader was not the getrich-quick dilettante portrayed by the popular press, but either a veteran of the exchange floor, a Ivy League business grad, or a business professional from another field. There was little agreement on how many day traders were active in the early 2000s. In July 2001 Forbes magazine estimated the number at about 75,000; by contrast the U.S. General Accounting Office (GAO), using figures from industry sources and regulatory bodies, put the number at about 5,000. However small day traders’ numbers, the GAO stressed the exaggerated influence day traders have on the Nasdaq market: while making up only one-tenth of one percent of all securities traders, day traders accounted nonetheless for about 15 percent of all Nasdaq trades in 2001.

HOW IT WORKS Day trading is performed through day-trading firms which maintain order-routing and execution systems. These firms have connections to the Nasdaq Level II screens, which display real-time market data like best bid and ask quotes and volume traded. The firms hire their own staffs of traders as well as allowing individual traders to use their facilities for a fee and commissions. Trading takes place either at the firm’s offices or from a day trader’s home via the Internet. Day traders buy in anticipation of small changes in price, sell after the change, and pocket the difference. It makes no difference whether a stock is going up or down. If a price is expected to drop, day traders sell short, borrowing shares they do not yet own,

REGULATION With its lure of quick profits and its existence on the margins of the securities industry, day trading inevitably became a target of government and regulatory bodies, including the Securities and Exchange Commission (SEC). Some traders successfully manipulated share prices by planting false information on the bulletin boards and newsgroups frequented by day traders. The customer acquisition practices of day trading firms was another subject of SEC attention. Regulators maintained firms were violating suitability rules by taking clients who did not have the capital wherewithal needed for day trading. Some traders charged that firms encouraged customers to borrow

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Despite the promise of instant wealth held out by day trading, few traders actually become rich. The worst case was undoubtedly that of the unsuccessful, heavily indebted day trader who murdered a number of workers in his day trading firm along with his family and himself in 1999. His case was not entirely exceptional however. According to the Electronic Traders Association, 90 percent of all day traders lose money.

FURTHER READING Anuff, Joey, and Gary Wolf. Dumb Money: Adventures of a Day Trader. New York: Random House, 2000.

is to develop a competitive advantage that will differentiate your business, and allow you to capture your fair share of the market without spending money and resources on head-to-head competition with your competitors. Note, however, that this doesn’t necessarily mean ‘‘sustainable’’ competitive advantage. In the connected economy, it is very challenging to sustain a competitive advantage, simply because the ability of your competitors to copy your business model is relatively easy. Moreover, it is very difficult and expensive (and sometimes ineffective) to protect a business model, even if you have a patent for it.


beyond their means to continue trading. In mid-2001 the SEC brought actions against a number of firms for infractions including margin lending, advertising, and short-sale rule violations. The SEC has no rules specifying how quickly orders should be placed; however, the most common complaint received by the commission in 2000 concerned order delays or technical systems failure that lost or delayed orders.

Therefore, your should strive to develop an advantage via differentiation, and establish your business as the leader in its particular category in the mind of the customer, rather than build ‘‘imaginary walls’’ around your business that can never truly be protected. Striving for differentiation in your business model and practices, then, is a never-ending task in the competitive and fast-paced e-commerce marketplace.

Bentley, Kassandra. Getting Started in Online Day Trading. New York: Wiley, 2000.

WHAT IS DIFFERENTIATION?

Emshwiller, John R. Scam Dogs and Mo-Mo Mamas: Inside the Wild and Woolly World of Internet Stock Trading. New York: HarperBusiness, 2000. Larson, Mark L. Trade Stocks Online. New York: Wiley, 2000. ‘‘Making A Killing: The Murder of 12 People Last Week in Atlanta.’’ Business and Finance, August 5, 1999. Newman, John. ‘‘Survey: Day Trading—So You Want to Be a Day Trader?’’ Investors Chronicle, May 11, 2001, 81-83. Smith, Geoffrey. ‘‘Day of Reckoning for Day-Trading Firms?’’ Business Week, January 18, 1999, 88. Turnick, Britt. ‘‘E-Brokerages in Danger?’’ Investment Dealer’s Digest, April 1, 2002. U.S. Congress. General Accounting Office. ‘‘Securities Operations—Update on Actions Taken to Address Day Trading Concerns.’’ Washington, November 27, 2001. Weinberg, Neil. ‘‘What Bear Market?’’ Forbes, July 9, 2001.

❚ 23 DIFFERENTIATION TECHNIQUES IN E-COMMERCE

Basically, there are only two ways to compete in the marketplace. One is to do the same thing and in the same way that the competition does, and the other

As a rule, head-to-head competition is an extremely difficult way for a new firm to stake out a share of the market. Business history has shown us that even corporate giants have failed when they attempted to overcome their competition by fighting head-to head with them. The main reason for this outcome is that competition does not occur in the marketplace—it occurs in the mind of the customer. Human beings have a limited capacity to remember all details. Therefore, our minds tend to prioritize, recalling only the top-rated items. When it comes to brands and products or services, most people can not recall anyone beyond the third place. Therefore, it is extremely difficult to uproot an existing position from the customer’s mind. The lesson here is that you want to differentiate yourself from the pack, and develop an advantage that hopefully you can maintain for a long time. Differentiation of a product or business is thus essential for success in e-commerce. It involves reaching out to customers while highlighting the key and advantageous differences between your firm and others in your market. This could inlcude anything from simple product differentiation, unique customerservice strategies, and even wildly innovative marketing schemes. In a free market society, it is expected that most beneficial products and services will have competition in the marketplace, and thus, one needs to find a way to effectively compete in order to maintain a viable business. 35

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DIFFERENTIATION—NOW AND THEN

PRIORITIZING THE COMPETITION

The short answer is yes. The differentiation tactics of the pre-connected economy are very different than the differentiation tactics of today. Any business that is utilizing e-commerce in one way or another must plan on and develop differentiation based on the unique properties of the connected economy.

Start by making a list of your competitors. Again, do not just look at competitors that are doing the same as you do, but any entity that has an effect on your market target. Next, prioritize the list in terms of the influence that each of these competitors has on your market target. Number them in order of influence; one being the most influential competitor.

In the pre-connected economy, competitive advantage was largely based on the ‘‘four P’s’’ of traditional marketing: price, place, packaging, and promotion. Although these marketing elements are important, they are now taking second seat to the unique properties of the connected economy: connectivity, interactivity, and speed.

STARTING TO DIFFERENTIATE YOUR EBUSINESS Start by analyzing your landscape. Landscape is an overview of the elements in the marketplace that can directly effect your business, and a decision on how you can avoid or better yet leverage these elements to your advantage. No enterprise operates in a vacuum, and you will encounter competitive forces in the marketplace. Even if your business model is unique, and even if no one else does what you plan to do, you still have competition. For example, Amazon.com was the first to sell books online, but its competitors were brick-and-mortar bookstores. There are three main elements in your landscape that you want to review and analyze when defining the last component of your vision block:

T Competition

ANALYZING THE COMPETITION Once you have identified and prioritized your competitors, it is time to analyze them so that you can define your competitive advantage relative to your competitive set. A competitive set is a collection of your top competitors that have the greatest influence on your target market. The main purpose of this analysis is to identify and pinpoint the elements that you can leverage in order to differentiate your operation from the operation of your competitive set. This process includes three stages:

T List your competitive set in order of influence on your market. T Define the main categories—such as advertising savvy, customer service, branding, and so on— that are the most important to your operation. T Score each of your competitors and yourself, and sum up the result.

An analysis of the top competitors indicates that there are differences in the strengths and weaknesses of each one of them, and that your e-business model can gain a competitive advantage by focusing on the areas in which your competitors are relatively weak.

T Analysis T Advantage

DEVELOPING A COMPETITIVE ADVANTAGE Competition exists everywhere and all the time. There are only two ways to overcome competitive forces; one is to fight them head on, and the other is to go around them via differentiation.

In order to build a competitive advantage in your market via differentiation, you need to secure your fair share of the market without spending money and resources on head-to-head competition with your competitors.

Going around your competitors simply means developing a competitive advantage that makes your approach so unique that customers see you as the leader in a newly created category or sub-category. Amazon.com, for example, could not compete head on with the existing bookstores in the brick-and-mortar category, so they created another category: cyber bookstores.

Based on the analysis of your competitive set, you can begin to discern opportunities for building a competitive advantage by developing and offering your customers a business model that is interactive as well as simple to use. Of course, you need to maintain a satisfactory level of connectivity and speed, but your focus of competitive advantage will be in the areas of interactivity and speed.

COMPETITION.

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TROUBLESHOOTING YOUR DIFFERENTIATION PLANS To validate your comparative advantage, you need to ask the following question: Are the differentiation factors (interactivity and speed) that I am targeting relative to the competition offering enough added value to entice customers to use my business rather than to others. If your answer is yes, you have successfully developed a differentiation plan for your e-business. If you are unable to clearly define those factors that add value for your customers relative to the competition, you should review the process again and refine your approach.

foreign or corporate spy, or an outright thief. Disgruntled former employees with network information may also hack into an employer’s system for fun, revenge, profit, or political attention. The problem is exacerbated as publications and conferences within the hacker community spread information on security topics by identifying systems at risk, publishing passwords, and sharing hacking and exploitation software. To combat these virtual bandits and vandals, online shopkeepers can use digital authentication systems of passwords, encryption, and secret computer keys to authenticate the identity of their sites’ users, ensuring that payment information is valid and customer information is kept secret. They may also use authentication to restrict access to authorized users, like online magazine subscribers. For their part, customers use digital authentication to protect their credit-card and online-banking information.


You will take maximum advantage of this competitive advantage by highlighting it in your branding, marketing, sales, and promotional programs. The value added to your customers will be the ability to interact with them and your trading partnets in the simplest, most cost-effective, and most user-friendly way possible.

WAYS TO AUTHENTICATE Authentication technology falls into three categories:

T what the user knows (a password) T what the user has (a token or card) T what identifies the user physically (i.e. a fingerprint)

FURTHER READING ‘‘Business: In the Name of Experience.’’ The Economist, November 25, 2000, 73. Malburg, Chris. ‘‘Differentiation Pays Off.’’ Industry Week, July 17, 2000, 21. WizBizWeb, LLC, ‘‘The ABC of E-strategy,’’ 2002. Available by request from http://www.wizbizweb.com.

PASSWORDS. The first method, what the user knows, or basic authentication, works via online user names and passwords. However, these elements are relatively easy to obtain and abuse by creative password thieves. Favored methods of stealing data include watching users log in, posing as a phony help desk technician, applying some one million passwords to a user name through special applications, guessing passwords, or catching a user unwittingly divulging information.

❚ 24 DIGITAL AUTHENTICATION

In 2002, a market research survey reported that credit-card payment fraud cost online merchants a minimum of $1 billion a year. One example cited a major credit-card company processing more than $900 billion in losses annually. Given this climate, digital authentication, technology for online identity confirmation, has become essential to protect both merchants and Internet users alike. Information theft presents the most obvious challenge to e-commerce security. Through unauthorized access, however, hackers can wreak havoc in many other ways, altering content during transmission, eavesdropping on confidential information, luring consumers through phony sites, or maliciously shutting down a web page. The online intruder may be a curious adolescent, a software inventor challenging company security, a

Online merchants have some defenses. Password security can be improved through mixed alphanumeric passwords, longer password lengths, mixed-language passwords, and case-sensitive passwords. Site users should be warned not to incorporate easily guessed personal information like birth dates or pets’ names into their passwords, and to use different passwords for other Web sites. In addition, password management strategies can include password content requirements, encrypted storage, limitations on the number of unsuccessful sign-on attempts, number of passwords per user, number of password changes, and management of lost passwords. By 2002, most online purchases and financial transactions were secured by the Secure Socket Layer (SSL), which displays a padlock icon in the browser 37

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when enabled. Embedded in many web browsers, SSL creates a secure ‘‘tunnel’’ between a user and server by encrypting data, allowing for server or client authentication, and ensuring the integrity of messages. However, SSL only provides security during transmission from browser to server; collected credit card numbers and personal information are known to have been stolen from servers’ data storage. ENCRYPTION

KEYS,

TOKENS,

AND

CERTIFI-

The second authentication technology, proof of identity by what the user has, features unique identifiers to authenticate their holder. These include encryption keys, smart cards, digital certificates, and tokens. Many incorporate a cryptographic process whereby information is transformed to gibberish by a mathematical formula, or encryption key, before it is passed to another party.

CATES.

The length of encryption keys determine their relative security, while the complexity of algorithms used in their creation ups the ante even more. Using advanced guessing techniques and tools, a 40-bit key is fairly easy to crack, while the 128-bit keys used by many online banks were considered secure as of 2002. A different formula may be used for both encryption and decryption, depending on the level of trust between parties. When different formulas are used, they are called asymmetric, trap door, or one-way encryptions, and require a private key to decode. In this case, two different keys are created: a public key, made available on a key server, and a private key, which is known only to the owner. Digital certificates, also called digital IDs, associate a specific person to this pair of keys and prevent their misuse by phony users. They are issued by a third-party certification authority (CA), using the CA’s private key. Private keys are also used to verify a digital signature, which is considered legally binding by the federal government. The private key confirms that the message was sent by its signer and remained unaltered in transit. This is done by reducing the message to a short mathematical function, or ‘‘message digest hash,’’ that is further encrypted with the private key. Once sent, a message is decrypted by its recipient using the public key. If the technology works as intended, when someone uses a your public key to encrypt a message to you, they will know that only you, the private key’s owner, will be able to decrypt and read it. Another unique identifier, physical tokens, authenticate users through a two-factor process. The subject must enter into the computer the numeric data displayed on the token—data which changes every minute or so—along with a password. Once the security server determines what the data should be and matches the password, access is granted. This system provides an extra level of protection over simple password

security. Otherwise cumbersome token technology is being integrated into electronic devices the user already carries, like hand-held computers. Plastic smart cards incorporate similar technology, embedded in a computer chip storing data and read by computing systems. The third authentication technology, identifying something about the user, relies on biometric technology to authenticate individuals using unique identifying features from the iris, retina, palm print, voice, face scan, or chromosomes. Although biometrics is a relatively new addition to mainstream digital authentication products, major PC and peripheral manufacturers have begun integrating fingerprintscanning technology into their equipment.

BIOMETRICS.

FURTHER READING Carr, Jim. ‘‘Biometric Devices: The Next Wave.’’ Network Magazine, October 10, 2001. Available from http:// www.networkmagazine.com/article/NMG20011003S0009. Fu, Kevin, et al. ‘‘Dos and Don’ts of Client Authentication on the Web.’’ In Proceedings of the 10th USENIX Security Symposium. Washington, August 2001. Lemos, Rob. ‘‘Passwords: The Weakest Link?’’ CNET.com. May 22, 2002. Available from http://news.com.com/20091001-916719.html. Rappa, Michael. ‘‘Managing the Digital Enterprise: Security and Encryption.’’ Raleigh, NC: North Carolina State University, 1999. Available from http://digitalenterprise.org/ security/security.html. Richtel, Matt. ‘‘Credit Card Theft Thrives Online as Global Market.’’ New York Times, May 13, 2002. Rodgers, Anni Layne. ‘‘Hacking 101.’’ Fast Company, March 2002. Available from http://www.fastcompany.com/ feature/02/hackers.html. Schwartz, John. ‘‘Last Boom in Town: Demand Still Grows for Online Security.’’ New York Times, April 18, 2001. Webb, Cynthia L. ‘‘Digital Signature Technology Wins Agency’s Seal of Approval.’’ Washington Post, March 1, 2002.

❚ 25 DISASTER PLANNING

Disaster planning is the process of creating contingency plans for operating or recovering a business in the event of a major disruption. Most businesses, even virtual ones, need to consider how they will survive

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In the wake of the terrorist attacks on September 11, 2001, businesses of all kinds began to revisit their disaster plans, and many of those operating without disaster plans began to create them for the first time. The attacks underscored the vulnerability of businesses operating without an adequate disaster plan that addresses questions such as these: Who is in change when disaster strikes? What is the chain of command to follow if various individuals are unavailable? What forms of backup communications are available to maintain contact? What backup locations are available to conduct business if facilities are such down or evacuated? Although small businesses are the ones most likely to operate without a disaster plan, they are often most vulnerable to disaster because they tend to operate from a single location and lack the variety of assets typically maintained by larger enterprises.

REDUNDANCY Many large companies can afford to add redundancy to their operations, which can lessen the impact of many kinds of disaster. For example, to maintain communications during storms and other natural disasters, some firms purchase accounts with more than one phone service provider. As long as the providers aren’t sharing lines or infrastructure, there is a good chance that an interruption in the services of one provider won’t happen at the same time as a service breakdown with the second provider. Many companies provide cell phones and wireless pagers to their employees, both of which offer alternative means of communications. Similarly, many businesses operate multiple offices, which means if disaster strikes in one area, other facilities are available from which business can be conducted. If you operate a small business that can’t afford multiple offices and communications systems, you can still achieve this kind of redundancy, although you may need to be a bit more creative. One option is finding another company with which to create a reciprocity agreement. This type of contract allows a small business to agree to share specified facilities with another business in the event of a disaster. For example, if a tornado levels your main manufacturing plant, a reciprocity agreement with a similar business 50 miles away might allow you to maintain manufacturing operations with minimal interruption while your facilities are being restored. Having this sort of agreement in place prior to a disaster could mean the difference between staying afloat and going bankrupt.

OTHER STRATEGIES For e-commerce firms, in particular, disaster plans must also include detailed strategies for dealing with data losses. Keep in mind that along with backing up your data by using something like a Zip drive or CD burner, it is a good idea to keep your backed up data in a separate location. This can be as simple a task as taking backup tapes home with you every evening. This way, if something should happen to your main office, your backups will remain safe. Many e-commerce companies opt for backing up their systems to remote computers over the Internet or over a private network. This can be affordable as well as highly reliable, and usually can be automated to occur according to a schedule. Firms like Connected.com and Xdrive offer another option: remote Internet-based backup services. For example, Connected.com offers to back up and store the hard drive contents of PCs for a flat monthly fee. These inexpensive services allow small businesses without many internal technical resources to create effective data redundancy in case of an accident. When preparing a disaster plan for an e-commerce venture, you will also need to specify how you plan to deal with server crashes, viruses, and online security breaches. If you are paying an outside company to host your site, find out exactly how the hosting firm deals with such problems. If you subscribe to a shared hosting service, find out how many companies are sharing your server and if the firm will automatically route your traffic to a backup server, located elsewhere, if your server does crash. Ask hosting companies to explain how they go about testing their Web sites and how often they do this. What sort of firewalls do they have in place to protect against hackers. How do they handle viruses? Like other businesses, your hosting company should have a disaster plan of its own to deal with problems like these. If you are using your own servers to operate your Web site, you should be able to answer these questions yourself. When you actually sit down to create your plan, keep in mind that the process can take several months. It can also prove difficult. It requires you to imagine the most likely and most damaging scenarios that could face your business—and the two may not be the same. Some of the most damaging events are impossible to foresee in their specifics. An effective plan will take into account physical assets such as buildings and equipment; data assets like software systems, databases, and other electronic files, as well as the human assets of the company’s staff and management.


a disaster, whether it’s an earthquake, flood, burglary, fire, death, or some other interruption.

FURTHER READING Campanelli, Melissa. ‘‘Crash and Burn.’’ Entrepreneur, April 2000. Available from http://www.entrepreneur.com.

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Cook, Julia. ‘‘Expect the Unexpected.’’ Business Start-Ups, January 1997. Available from http://www.entrepreneur.com. Chadderdon, Lisa. ‘‘8 Steps to Help You Develop a Disaster Plan.’’ Inc.com, November 6, 2001. Available from http:// www2.inc.com. McGarvey, Robert. ‘‘Guard Your Hard Drive.’’ HomeOfficeMag.com, March 2001. Available from http:// www.entrepreneur.com. ———. ‘‘Playing It Safe.’’ HomeOfficeMag.com, March 2000. Available from http://www.entrepreneur.com. Page, Heather. ‘‘What You Can Do to Ensure Your Business Comes Out of a Data Disaster Alive.’’ Entrepreneur, September 1998. Available from http:// www.entrepreneur.com.

❚ 26 E-BRANDING STRATEGIES

Establishing a brand presence for your company is one of the more crucial steps for building an Internet business that can maintain itself through successive economic cycles and the ups and downs of consumer and investor confidence. Your brand is, in many ways, your company’s calling card, and the ability to build a lasting brand on the Internet can give you a tremendous advantage in drawing consumers and businesses to your site. If successful, branding can boost your company’s market valuation via increased investor confidence and the value of your intangible assets, aid your company in weathering downturns in market conditions or other business crises, and, finally, strengthen your profit margins. Your company’s brand identity is one of its most important intangible assets in an economic climate in which intangible assets are growing increasingly valuable and mission-critical. Companies, particularly in the still emerging and fickle e-commerce industry, ignore the power of their brands at their peril.

HOW BRANDING WORKS E-branding refers to the practice of capitalizing on brand recognition in the online world, and thus applies equally to click-and-mortar firms and to dot-com pureplays. The key is creating and promoting a viable and memorable brand presence in the online world, and using that brand recognition to achieve the maximum return on investments and optimal output from sales and marketing channels. In other words, branding is using your brand efficiently so as to create brand equity, or additional value customers perceive strictly because of the brand name. Branding, moreover, is a

crucial step toward shaping the perception of your company among customers, other businesses, investors, and even employees within your organization. A brick-and-mortar firm attempting to build its online presence, for example, could begin advertising its Web site along with its established logos on their storefront, in their print advertisements, in their directmailing campaigns, and so on. Affixing the address of the company’s Web site to a recognizable logo or other company marker is among the most common methods of e-branding. In this way, companies can not only use the Internet to attract new business, but also to give positive reinforcement to existing customers, thereby improving customer loyalty and reducing turnover. This carries the added benefit of keeping costs down, since in general it costs less to maintain an existing customer relationship than to develop a new one. And, as many analysts point out, Internet branding can be even more important than branding in the real world, since, in the real world, customers can simply run across physical advertisements, and needn’t even know the company name’s correct spelling in order to shop there. On the Internet, such a customer would have a much harder time finding the company in the absence of a strong and effective e-branding strategy. Ideally, your firm should strive to create a harmonious and symbiotic relationship between all its branding channels, including print, radio, television, billboards and other physical advertisements, and, of course, the Internet. The idea is to make discovering your company, shopping at its physical and online storefronts, and deriving information from and about the firm as easy and as useful as possible, while keeping costs low and maximizing the return on your investment.

BEYOND SIMPLE NAME RECOGNITION The other component of the e-branding strategy, beyond simple improving recognition and drawing customers to your storefront, is to simplify the customer’s online experience at your site and make it optimally useful to his or her tastes and desires. This can be accomplished in a number of ways. For instance, a few simple questions and a short registration form can create a customer profile, which you can then use in conjunction with databases and specialized software to personalize the customer’s visit to your site by alerting him or her to upcoming sales, matching advertising to the customer’s tastes, and other means. Based on a customer’s previous purchases or expressed interests on your site, for example, you can use your databases to send out e-mails tailored to his or her particular tastes.

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Your branding strategy should influence customer preference, ease the customer’s experience in dealing with your firm, and distinguish your company from your competition. In a sense, then, e-branding is not about branding the product you’re selling; rather, it’s about branding the user’s Internet experience at your site, making that experience an easy, enjoyable, useful, and identifiable endeavor.

IMPLEMENTING YOUR E-BRANDING STRATEGY In creating your e-branding strategy, you have a number of options, and the correct choices will be specific to your market, capabilities, and goals. For example, do you want to leverage an existing brand or create a completely new brand for the online environment? What kind of product or service is your ebrand trying to communicate, and how will your brand reflect that? E-branding is accomplished primarily in the synergy between a well-designed Web site and a comprehensive e-marketing scheme, which could include everything from banner advertisements and affiliate relationships to direct e-mail marketing. In addition, e-branding has grown into an industry in its own right. As a result, your options have expanded: instead of devising and implementing your own e-branding strategy, you can also choose to outsource the entire range of operations to one of the many firms specializing in e-branding services. FURTHER READING Chiagouris, Larry, and Brant Wansley. ‘‘Branding on the Internet.’’ Marketing Management, summer 2000, 34. Markowitz, Elliot. ‘‘Got Branding?’’ Computer Reseller News, August 7, 2000, 20.

a variety of business models available to e-commerce entrepreneurs (a few of which are described below). Some are indigenous to the Internet economy, and some are traditional business models adapted to the specific demands of e-commerce. In some ways, your business model will be dictated by the kinds of products and services you offer, but the unique environment of the Internet economy offers a great deal of flexibility and room for innovation, and you should work with and build the exact business model that suits your firm.


Successful branding usually conveys, in a very short space, something unique and personal about your company, something that a customer will remember and find appealing enough to visit your Web site. Ideally, this means that when a customer visits your Web site, it appears that the logo and interface seem to be addressing them personally. Thus, successful branding means, above all, truly knowing your market and your customers.

BEFORE YOU BEGIN When developing a business model for the new economy, it is helpful to imagine a one-dimensional continuum. On one side of the continuum is the old economy business (brick and mortar), while at the other extreme is the dot.com pure play—an exclusively online business. In the space between the two business models lays the hybrid business, which was the most common in the early 2000s. There are numerous business models along the continuum, and their placement on the continuum depends on their degree of connectivity, interactivity, and speed. In other words, the higher the degree of interactivity, connectivity, and speed that the business is implementing in their operations, the closer it gets to the purely cyber side of the spectrum.

WHAT IS THE RIGHT MODEL FOR YOUR BUSINESS? To answer this question, you must first define two things:

T What is the current status of your business? Are you an established brick and mortar business that wants to develop an online channel? Or are you a startup trying to sketch out a business model from scratch? T Which combination of connectivity, interactivity, and speed is optimal for your product or service and for your customers?

TAKING AN EXISTING BUSINESS INTO THE INTERNET MARKET. ❚ 27 E-COMMERCE BUSINESS MODELS

Business models are the basic blueprints from which you build your business, defining at the outset what kind of business you will be running. There were

If you have an established business, let’s say a store that sells office supplies, your best bet is to start by establishing an online sales channel that will help you feature your products on your Web site. You can start, for example, by implementing an 80/20 ratio of brick-and-mortar and online operations, meaning that 41

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you will have a simple Web site that will offer a description of your products, and the ability to view them online, but with limited interactivity. Then, continue to develop and upgrade your site to allow your customers to order online as well. Depending on your location, customer base, and competitive advantage, you might be able to conduct the majority of your business online at some point down the road. Another important element in your decision on your business model should include an accurate assessment of your customers’ needs. Before you develop any e-commerce application, do some research into the needs and wants of your customers. You might develop a questionnaire asking your customers what features and services that they would like available to them at your online storefront. Only then should you start the process of determining the best avenue for your expanding into electronic commerce.

CHOOSING THE IDEAL BUSINESS MODEL FOR A START UP Again, the answer to this questions depends on the type of product or service you offer, as well as on your potential customers. Generally speaking, it is faster and cheaper to start a small dot.com pure play than a brick-and-mortar business. But these lower barriers to market entry also mean you will likely be one of hundreds or even thousands of similar businesses. The biggest advantage of a combination of brickand-mortar and online business—often called the ‘‘brick-and-click’’ model—is that your brick-andmortar supplies you with the necessary cash flow while you are building and establishing your e-business. Remember that it can take two to three years (if you do everything right) for your online business to generate operating profit. Until then, you need the necessary capital to keep the business going. AFFILIATE MODEL. The affiliate (or click-through) model is characterized by a relationship in which your company agrees to pay an affiliate company in exchange for advertising space and a link to your site. Your firm pays the affiliate a small commission for each sale that can be traced back to a customer ‘‘clicking through’’ from an affiliate to the your Web site. The deal provides cash flow to affiliates and a steady stream of traffic to the your site, cutting customeracquisition costs and allowing your firm to target its desired audience.

You may opt to run your affiliate network in-house or farm it out to third-party service that will manae the network, issue regular checks to affiliates, and address technical problems. The sales commission paid to affiliates generally falls between five and seven percent, according to Forbes although, depending on the type of arrangement, the size of the firms, and the

click-through rates, commissions often reach as high as 15 percent. The most common format for routing visitors to a merchant was the ubiquitous banner advertisement, the electronic ‘‘billboards’’ sprawled across Web pages. These provide your firm with virtual storefronts all over the Web, rather than only on your own site. MERCHANT MODEL. The merchant model of e-commerce involves the establishment of an electronic storefront on your Web site; an information-technology infrastructure capable of receiving and processing orders; appropriate security measures to assure the safety, secrecy, and authenticity of transaction information; and means for procuring payments—either online or in the physical world—and completing orders via shipping and delivery. Under this broad outline, however, the specific definition of a merchant model depends on your particular market conditions, financial ability, and technological capabilities. COMMUNITY MODEL. The community model is a way to develop an online presence in which you essentially provide the space for interested individuals or busineses to congregate onlne and share information, concerns, and build commercial relationships. Web communities allow companies to use the Web to open up new channels for customer support and outreach, advertising, sales, ordering, distribution, and communication. Web communities were increasingly a key element of business plans, facilitating one-to-one, oneto-many, many-to-one, and many-to-many lines of communication and cooperation with such electronic tools as forums, chat rooms, email lists, message boards, and other interactive Internet mechanisms, usually tailored to the particular community.

The brokerage model refer to a variety of configurations in which your firm brings sellers and buyers together to engage in transactions, charging a small fee to at least one of those parties. Examples of the brokerage model include everything from Web sites posting simple online classified ads and Internet shopping malls (central sites selling items produced by many different companies) to businessto-business exchanges, online auction sites, and shopping bots.

BROKERAGE MODEL.

MANUFACTURER MODEL. If you’re in the business of building your own products, the manufacturer model of e-commerce takes maximum advantage of the benefits of e-commerce and modern information technology, allowing your firm to build products and deliver them to customers directly via direct Internet communication. In this case, you reduce or eliminate the expense of relying on wholesalers and distributors to get your products to your customers, rusulting in higher profit margins and lower costs for your customers.

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Brenner, Ev. ‘‘Virtual Communities in the Business World.’’ Information Today, December 2000, 1. The Cap Gemini Ernst & Young Center for Business Innovation, ‘‘Implications of Networked Business Models for Incumbent Firms,’’ 2000. Available at http:// www.cbi.cgey.com/cgi-bin/pubs.plx?sort=topic. Radcliff, Deborah. ‘‘E-merchant Beware.’’ Computerworld, June 18, 2001. Rayport, Jeffrey F. ‘‘The Truth About Internet Business Models.’’ StrategyBusiness, Third Quarter, 1999. Available from http://www.strategy-business.com/toc/3q99.cgi. Schoenberger, Chana R. ‘‘Don’t Go There.’’ Forbes, October 2 2000, 174. Williams, Ruth L., and Joseph Cothrel. ‘‘Four Smart Ways to Run Online Communities.’’ Sloan Management Review, Summer 2000, 81.

❚ 28 E-COMMERCE EDUCATION AND TRAINING

E-commerce entrepreneurs vary widely in terms of their e-commerce education and experience. Some are information technology (IT) specialists with minimal training in business management. Others are seasoned business owners looking to launch online sales for the first time. A few have backgrounds in both technology and business, and many have experience with neither. Entrepreneurs looking for e-commerce education and training can turn to private companies, community colleges and universities, associations, and other organizations. And, not surprisingly, e-commerce courses and tutorials are offered via the Internet.

TYPES OF E-COMMERCE TRAINING If you are looking for a structured program that offers certification, you can visit a site like Ed-x.com, which allows users to search for certification programs by keyword. One option is the University of California Extension Online, which offers several courses covering specific e-commerce topics like marketing, business engineering, and systems design. Classes can be taken separately or as part of a certification program. JER Groups, Inc. also offers online certificate programs. Instructor-led course titles include WebSite 101: E-commerce Strategies for the Entrepreneur, and Proven Success in Building an E-Business. If you’re simply interesting in taking a class or two, or in offering e-commerce training to your employees,

Cardean University offers online e-commerce classes in areas ranging from business-to-business (B2B) ecommerce to online privacy. In a similar vein, Serebra Learning Corp. offers online courses in strategy and security, and the materials are also available on CDROM. Another education and training provider, ElementK.com, sells annual subscriptions to its E-Business Library to both individuals and businesses. The firm also offers various instructor-led and self-paced online courses covering basic concepts and managing e-commerce. Prices vary from a less than a hundred dollars for simple tutorial courseware to several thousand dollars for live on-site training.


FURTHER READING

Many free e-commerce resources for entrepreneurs are also available. For general e-commerce information, the E-Commerce Times site offers a small business section, as well as news about the industry in general. Another site, E-Commerce News, also covers the latest e-commerce happenings. The Education Portal for Ecommerce offers news, industry reports, and discussion forums, along with training and a certification program. In addition, the entrepreneurial magazines Inc.com and Entrepreneur.com offer e-commerce sections on their sites. If you’re most concerned with a specific task related to e-commerce, such as Web site design, you can turn to a specialized education and training site like Session.com, which operates as an accredited online school of design. If you prefer to learn the basics of Web design on your own, you can visit sites like Builder.com and WebMonkey.com. Both offer extensive Web design and construction resources, including various tutorials, for free. Builder.com includes an HTML primer and sections dubbed Web Building Essentials, Graphics 101, and Streaming Media 101 in its How-To Library. WebMonkey also offers a How-to Library with various sections including Web authoring, which covers HTML basics, tables, frames, browsers, style sheets, and tools. Other sites offer extensive information and resources on applied topics of importance to e-commerce entrepreneurs, such as merchant accounts, shopping carts, and Web hosting. For example, MerchantSeek.com, along with listing the lowest-priced merchant account providers and information about what types of services each provider offers, provides detailed information about what a merchant account is and whether or not you need one.

CHOOSING THE APPROPRIATE EDUCATION FORMAT The types of e-commerce education and training you choose for yourself and your employees will depend on a wide variety of factors, including personal preference and learning styles, budget, training needs, 43

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and time available for training. When IBM Corp. decided to shift its focus to e-business services, it embarked upon a three-year training program that cost millions of dollars. According to IBM executive Mark Frank, quoted in a May 2001 issue of Computer Weekly, IBM focused on creating very measurable goals. ‘‘The objectives had to be really straightforward. We were setting targets for numbers of people to reach specific skill levels. We had a one to five scale where five is extremely expert. And we reported back monthly to the board on our progress.’’ While you and your employees might not require such a regimented program, establishing specific goals can improve the results of education and training. Such goals will also assist in steering your education and training choices.

FURTHER READING Blacharski, Dan. ‘‘Building Web Sites.’’ Entrepreneur.com, July 17, 2000. Available from http://www.entrepreneur.com. Goodwin, Bill. ‘‘Three-Year Training Overhaul Give Big Blue an E-Advantage.’’ Computer Weekly, May 24, 2001. ‘‘Online E-Commerce Courses & Degrees.’’ Calgary, Alberta: WorldWide Learn, 2002.

monitors and printers. Together, input and output components are known as peripherals. In addition, your computer needs internal storage systems, like a hard disk. Hard disk drives come preinstalled in most computers, and you can configure your own storage if you build your own system. However, a standard hard drive may not contain as much space as you need to store all the data you will use, and, at any rate, it is important to back up important data. Secondary or external storage devices can satisfy these needs. Often, these items, including CD-ROM drives, Zip drives, and so on, are sold with new computers, but you may wish to purchase separate drives with more power or more appropriate configurations. Computers can be classified according to their size and power into three general categories. Microcomputers include the typical desktop and portable PCs and workstations as well as hand-held devices. Most of these adhere to one of the two major standards: PC-compatible or Macintosh compatible. The one you favor depends largely on personal taste but also on the needs of your organization. Midrange computers are larger and more powerful, but also considerably more expensive. They typically have multiple processors and other features to maximize speed and throughput. Mainframes are the standard for running high-end corporate applications and some world-class Web sites, with tremendous storage, processing, and networking capabilities, but can be extremely expensive for smaller firms.

❚ 29 E-COMMERCE HARDWARE NEEDS

When it comes time to begin building your ecommerce business, the first thing you need, after a business plan, is the actual hardware necessary to run an Internet business. Hardware includes all the physical equipment used in a computing environment. Depending on the scale of your organization, this can range from a few items to a wide array of interconnecting hardware.

COMPUTER HARDWARE The basis of your Internet business is the computers themselves. At the heart of any computer is the central processing unit (CPU), the component that accepts, interprets, and performs all program instructions and functions. Strictly speaking, the CPU is just a small chip that would fit in the palm of your hand. But it can’t do anything on its own. It requires a motherboard, memory chips (RAM), and other components. In order to function at all, the CPU also needs to accept data from inputs and send its completed tasks along to outputs. Inputs include items like the standard keyboard and mouse, while outputs include

NETWORK HARDWARE Network adapters and modems are devices that allow computers and their peripherals to communicate with other computers. Network adaptors, also called network interface cards (NICs), allow your computer to participate in a local area network (LAN) and transmit data at relatively high speeds. The most widely used standard for network adapters, Ethernet, comes in a few different speeds. The standard 10/100 megabits per second (Mbps) Ethernet card is by far the most common. These adapters usually transmit at 10 Mbps, which is adequate for low-volume needs, but can be configured to run on a high-speed network at 100 Mbps. Actual transmissions, though, can be less than promised due to network traffic and other bottlenecks. For advanced applications, Ethernet cards are also available in 1 and 10 gigabit varieties. Meanwhile, the modem translates between the digital computer signals and analog media, like phone lines. Most often, modems connect computers-either workstations or mainframes-to wide area networks (WANs) like the Internet or other dispersed networks. Modems are available as stand-alone devices and as add-in internal cards.

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A range of devices, many of which come in hybrid forms, are used to connect different portions of a network. Hubs act as stops on a network where circuits are connected. Routers pass information to each other in large switched networks, and communicate with each other, sharing information about the network. A router determines which path on a network a particular stream of information will follow. It acts as a traffic director sending data to the correct destinations within a network. Switches, taking orders from the router, determine the destination address, such as an IP address or hub or server within a larger network, and then sets up a transmission path, determining the precise course the data should take to get from the router to its destination. Firewalls are hardware-software combinations intended to protect sensitive information, and usually involves a two-server setup, where the firewall is placed between the two servers so that internal data is protected while those within the network can still interact seamlessly with users outside the firewall.

FINAL CONSIDERATIONS As always, the precise configuration will depend on the needs of your organization. You don’t want to over-invest in fancy, state-of-the-art hardware and peripherals if you’re running a low-key operation, nor should you try to run a sophisticated, ambitious enterprise on low-end equipment. As you grow your business from a start-up to a significant player, you’ll want to be sure your hardware is scalable. That is, rather than having to rebuild your network from the ground up every time your networking needs change, you’ll want to generate the greatest return on your initial investment by using hardware with speed and

storage capacities that can be easily upgraded in increments as your firm grows.

FURTHER READING Alexander, Steve. ‘‘Scalability.’’ Computerworld, June 26, 2000, 90. Hirsh, Lou. ‘‘Building the Perfect E-Business Server.’’ NewsFactor Network, April 19, 2000. Available from http:// www.newsfactor.com/perl/story/17346.html.


A server is a computer that coordinates the interaction between shared computers and other devices, including peripherals. The configuration of your server depends on your business size, expected level and schedule of traffic, and security demand, among other factors. Depending and needs of your network, for instance, you may choose to have several different servers handling specific functions; a file server may act as a common storage facility for an entire network, while a print server may coordinate all the network’s printing activities. Particularly over the Web, a group of servers can also be arranged to work together in a cluster, where each server performs an identical or complementary function, say, retrieving Web pages. This helps manage large bursts of traffic without overburdening a single server and provides continuous uptime if one server fails. In general, the server will be the most powerful computer in a particular network, which may mean a sophisticated microcomputer with a high-power processor, or for larger networks, a midrange or mainframe computer.

Morrissey, Peter. ‘‘The Survivor’s Guide to 2002: Infrastructure. ’’ Network Computing, December 17, 2001, 69. Parker, Charles S. Understanding Computers: Today and Tomorrow. 98 ed. Fort Worth, TX: Dryden Press, 1998.

❚ 30 E-COMMERCE INCUBATORS

Business incubators are essentially business, government, or academic organizations that offer support to start-up companies in their earliest stages of development. Like an incubator for eggs, a business incubator offers a secure environment in which fledgling companies can grow and develop before they are ‘‘hatched’’ as independent entities.

ORIGINS OF BUSINESS INCUBATORS Business incubators emerged in the 1970s when universities began providing office space, materials, equipment, and other forms of support to both students and instructors working on business or technology plans that university officials considered promising. At roughly the same time, corporations willing to invest considerable sums of money in research and development started to use incubators to allow employees to develop innovative products ideas in-house. In the 1980s, venture capitalists began allowing entrepreneurs with a history of launching successful ventures to work in their offices on developing ideas for new companies. Small business organizations also began offering entrepreneurs incubation services for a fee.

E-COMMERCE INCUBATION A new form of business incubators emerged in the late 1990s as the Internet revolution took hold. At the time, speed-to-market had become the primary concern for Web entrepreneurs. For example, many business analysts believed that the success of Internet 45

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auction giant eBay was due to the fact that eBay had established itself first in the online auction market. By the time rivals launched their own auction sites, eBay had already secured millions of loyal customers who weren’t likely to try a new online service. As the Journal of Business Strategy reported in May 2002, ‘‘One way investors could enable inventors or entrepreneurs to bring their products or services to market at light speed was to take all the mundane care of building a business away from them... thus the incubator concept was copied from the R&D lab at universities and corporations.’’ These new e-commerce incubators were also different from their predecessors in that they operated as for-profit businesses. To make money, they required entrepreneurs to hand over as much as 75 percent ownership in their companies in exchange for office space, equipment like highspeed Internet connections and PCs, staffing, and additional services. The number of e-commerce incubators grew rapidly in the late 1990s, from 24 in 1997 to 213 in 2000. Firms like CMGI, idealab!, and Internet Capital Group focused solely on offering incubation services to Internet start-ups, believing that they would be able to cash in on lucrative dot-com initial public offerings (IPOs) as these firms matured. However, when investors became less willing to fund unprofitable dot-com upstarts in 2000, dot-com stock prices tumbled. Sources of funding for e-commerce ventures began to disappear, and many young businesses, unable to secure additional capital for expansion, were forced into bankruptcy. Suddenly firms like CMGI and idealab!, both of which had been valued at more than $40 billion in early 2000, found that many of the companies in which they held large stakes were no longer worth funding. Many analysts criticized e-commerce incubators for not requiring start-ups to submit business plans based on proven business models and for simply attempting to incubate too many different businesses. By the early 2000s, the number of e-commerce incubators had decreased. In addition, those that survived trimmed their ranks to focus on only those ventures most likely to be profitable in the near future. For example, the companies funded by CMGI decreased from 80 in 1999 to 9 by the end of 2000. However, many entrepreneurs continue to opt for incubation over other forms of funding, like venture capital or angel investments (those made by wealthy individuals interested in funding a start-up). According to Entrepreneur columnist Cynthia Harrington, ‘‘Angels and VCs don’t help as much on a dayto-day basis; the incubator, however, is always there. The incubator staff fills needed functions, freeing you up to focus on your company’s larger goals and strategies.’’

CHOOSING AN INCUBATOR If you plan to use an incubator, be aware that if you seek support from a for-profit incubator, you’ll be expected to transfer anywhere from 50 to 75 percent of your company’s equity to the incubator. Therefore, it’s essential that you research your options carefully. The National Business Incubation Association operates a Web site that allows you to search for incubators by region. Nearly all incubators will require you to submit some sort of a business plan, which explains clearly things like how you plan to launch operations, secure customers, and make a profit. Be as specific as possible. The most successful business plans establish a precise target market and are based on a proven business model. If you are accepted by an e-commerce incubator, you can expect your incubation period to last roughly two to three years. When you are ‘‘hatched’’, you may still need to secure outside funding for expansion. In this situation, being incubated will likely prove an advantage, according to a February 2001 issue of Entrepreneur.com. ‘‘When the incubated start-up seeks capital, the valuations are typically higher because the company has a launched site and a strong management team.’’

FURTHER READING Finer, Barbara, and Phil Holberton. ‘‘Incubators: There and Back.’’ Journal of Business Strategy, May 2002, 23. Harrington, Cynthia. ‘‘Peep Peep.’’ Entrepreneur, February 2001. Available from http://www.entrepreneur.com. Greenberg, Paul A. ‘‘Net Incubators: The Long Road Back.’’ E-Commerce Times, March 2, 2001. Available from http:// www.ecommercetimes.com. Regan, Keith. ‘‘Net Incubators Can’t Stand the Heat.’’ ECommerce Times, November 13, 2001. Available from http:// www.ecommercetimes.com. Wang, Andy. ‘‘Stock Watch: Internet Incubators Continue to Dazzle.’’ E-Commerce Times, January 4, 2000. Available from http://www.ecommercetimes.com. ‘‘What is Business Incubation?’’ Athens, OH: National Business Incubation Association, 2001. Available from http:// www.nbia.org.

❚ 31 E-COMMERCE STANDARDS

E-Commerce standards, relating to both technology and ethical business practices, have evolved rapidly since the mid-1990s as companies strive to create

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EDI is the exchange of business data by computer. In 1979, the American National Standards Institute created the Accredited Standards Committee (ASC) X12 to develop a uniform standard for exchanging electronic business data across industries. These standards are used for business documents including invoices, purchase orders, schedules, planning reports, shipping and receiving, and financial reports. Many EDI software packages are on the market, including bTrade DTNgine by bTrade Inc., Baan E-Enterprise by Bann N.V., Clearbridge Document Exchange Network by Clearbridge Inc., Epicor Vantage EDI by Epicor Software Corp., and Microsoft Corp.’s BizTalk Server. By adopting EDI standards, you can improve inventory management, accuracy, business relationships, and customer service, as well as cut costs and increase sales. In 2002, approximately 300,000 organizations utilized over 300 EDI-related standards.

late 1990s. Security issues are typically handled by your Internet Service Provider. However, if you host your own Web site, security software Entrust Technologies or from Certicom Corp., Novell Inc., IBM, Microsoft, or Sun Microsystems Inc. Along with technology-related e-commerce standards, you should generally follow a ‘‘best practices’’ code of conduct when operating an online business. BBBOnline’s Code of Online Business Practices includes five principles that it suggests should be followed by both online merchants and online advertisers. These principles are based on truthful and accurate communication, disclosure, information practices and security, customer satisfaction, and protecting children. BBBOnline also provides a Reliability Seal that can be placed on your Web site to inform customers that you are a member of your local BBB and a Privacy Seal, which is earned after you meet the BBB’s requirements related to handling private customer information.


universal practices that enable them to handle business transactions across industries and on a global basis. Use of such standards, including electronic data interchange (EDI), extensible markup language (XML), and standards related to security on the Web—such as secure sockets layer (SSL) and transport layer security (TLS)—has become increasingly widespread. Companies also adhere to ethical codes, including those that have been adopted by the Council of Better Business Bureaus Inc. and its Web-related subsidiary, BBBOnline. E-commerce standards, or ‘‘best practices’’, are typically set forth by consortiums made up of large computer-related firms or of industry organizations and government agencies.

Many organizations are involved in the creation and development of e-commerce standards. Most of them provide valuable information that can help you understand the standards and how they should be used. Some of the more popular include Microsoft’s BizTalk.org, the Data Interchange Standards Association (DISA), OASIS, and the World Wide Web Consortium (W3C).

As e-commerce became increasingly popular during the 1990s, another standard developed, known as XML. Created by the World Wide Web Consortium in 1996, XML is a Web language that allows business data to be exchanged over the Internet. Like most standards related to e-commerce, XML has continued to evolve, and in May 2001, the United Nations Center for Trade Facilitation and the Organization for the Advancement of Structured Information Standards (OASIS) approved a new ebXML (electronic business) standard. Companies including Oracle Corp., Microsoft Corp., IBM Corp., and Sybase Inc. provide XML software, which is typically less expensive for a small to mid-sized company than EDI.

BizTalk.org was created by Microsoft in 1999 to support XML users and developers and to provide information on how XML can be used in your business. OASIS, founded in 1993, also acts as a global consortium focused on the development and adoption of e-commerce standards related to security, XML, and interoperability within and between marketplaces. DISA was created in 1987 by ASC X12 to oversee the X12 standards development process. The group encourages cross-industry e-business standards and provides support to e-commerce, standards, and XML specification development organizations. W3C was founded in October 1994 to develop common standards that promote the use of the Web. Its main operating principles revolve around universal access, a Web based on XML language, trust, interoperability, evolvability, decentralization, and advance multimedia.

There are also standards related to security on the Internet., SSL was developed by Netscape Communications, adopted as a universal standard, and used for secure communication between clients and servers. SSL basically allows a consumer to purchase an item online in a secure fashion. It uses public-key cryptography, which enables information to travel over the Internet protected from interception or modification. The TSL standard, a new version of SSL, was developed by the Internet Engineering Task Force in the

While e-commerce standards remain subject to industry approval and adoption, such standards will continue to evolve and develop in order to facilitate Internet-related business. A Gartner Group analyst summed up the information technology industry’s motivation for creating standards in a 2001 E-Commerce Times article claiming, ‘‘the whole point of e-business is keeping information electronic so it moves throughout all the trading partners. If all the partners have different standards, the information flow stops. It’s 47

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crucial to have everyone playing with the same standards.’’

FURTHER READING BBBOnline. ‘‘About Us.’’ Arlington, VA: Council of Better Business Bureaus Inc., 2002. Available from http:// www.bbbonline.org/about. Mahoney, Michael. ‘‘Global E-Commerce Standard Proposed.’’ E-Commerce Times, 15 May 2001. Available from http://www.ecommercetimes.com/perl/story/9722.html. Microsoft Corporation. ‘‘Welcome to BizTalk.org.’’ Redmond, WA: Microsoft Corporation, 2002. Available from http://www.biztalk.org. Nelson, Matthew. ‘‘New Web Sites Quench XML Thirst.’’ InfoWorld, 31 May 1999. OASIS. ‘‘About OASIS.’’ Billerica, MA: OASIS, 2002. Available from http://www.oasis-open.org/who. Paul, Lauren Gibbons. ‘‘Standards, Standards Everywhere.’’ Earthweb IT Management, June 1999. Available from http:// itmanagement.earthweb.com. World Wide Web Consortium. ‘‘In Seven Points.’’ Cambridge, MA: World Wide Web Consortium, 2002. Available from http://www.w3.org/Consortium/Points.

❚ 32 ELECTRONIC BANKING FOR BUSINESSES

Through automated teller machines (ATMs) and telephone information systems, electronic banking has been available in some form for many years. Since the early 1990s, many leading banks have also offered online banking services through personal computers, allowing users to connect, via modem, to a bank’s private online system and view their accounts. In many cases, these systems also allowed customers to do things like transfer funds from one account to another and print histories of their account activity. More recently, banks have allowed customers to access their accounts via the Internet, doing away with the proprietary software and systems they had used previously. These services let businesses conduct banking transactions without having to deal with long lines or limited branch hours.

CheckFree Corp., began gaining popularity. EBPP technology allows businesses to bill clients and secure payment via the Internet. Invoices are typically transmitted by an e-mail message that includes a link to an online payment service provider’s Web site. This site houses more detailed billing information and allows payees to make an electronic payment with a single click. Of course, to use this technology, clients must be willing to create an account with an online payment processor and grant it permission to withdraw funds from their bank accounts. Quite often, a company’s ability to use EBPP depends upon how comfortable their clients are with the Internet.

VIRTUAL BANKS Businesses that want to conduct all their internal banking tasks online can use virtual banks, such as Netbank. A virtual bank is one without traditional brick-and-mortar banking operations, allowing it to operate with much lower overhead costs. Entrepreneur columnist Juan Hovey explains that a virtual bank ‘‘needs no brick-and-mortar branches, no secure vaults, no tellers, and no managers, so it brings significant costs savings to the game.’’ Virtual banks can then pass these savings along to customers in the form of lower fees and more attractive interest rates. According to a 2002 survey completed by Bankrate.com, a typical Internet-based bank requires customers to keep an average of $1,240 in their interestbearing checking accounts to avoid a monthly fee, while traditional banks require roughly $2,330. This monthly fee is, on average, $7.36 at Internet banks, compared to $10.67 at traditional banks. In addition, the average interest rate paid on such an account is 1.84 percent at Internet banks, versus 0.61 percent at traditional banks. To compete with these pure-play Internet operations, many traditional banks have started increasing their online offerings. In fact, according to a July 2001 issue of Entrepreneur, ‘‘traditional banks now offer almost everything Internet-only institutions do, stealing the convenience advantage and adding the trust factor of an established institution.’’ The issue of trust has proved to be an important one for online banks. Even though Internet banks like E*Trade Bank and Netbank have had no major security breaches and are FDIC-insured, ‘‘handing over money to a bank that exists only in cyberspace is too big a leap of faith for some entrepreneurs.’’

ONLINE BILLING

CHOOSING A BANK

During the late 1990s, various technologies emerged to allow businesses to streamline their banking. For example, electronic bill presentment and payment (EBPP) services, offered by companies like

Analysts recommend shopping around to find a bank, Internet-based or otherwise, that offers both the rates and the services you are seeking. To start, you might consider paying a visit to Bankrate.com, which

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Banks’ Internet-based services for small businesses vary widely. Some offer simple account management services, while other offer payroll direct deposit, wire transfers, online bill presentment and payment services, and sophisticated cash flow reports. According to a 2002 report published by Speer & Associates, many banks don’t do a good job of tailoring their services to meet the specific needs of small businesses. Therefore, it is important to ask prospective banks specific questions about what services you can expect. Fortunately, several analysts predict that banks will begin increasing their focus on the online services they offer small businesses.

FURTHER READING Bach, Deborah. ‘‘Online Banking: Wells Small Biz Site Ranks Best.’’ American Banker, January 29, 2002. Bruce, Laura. ‘‘Online Banking Still a Better Deal, But Not by Much.’’ Bankrate.com, March 28, 2002. Available from http://www.bankrate.com. Greene, Claire. ‘‘The New Role of Online Banking for Small Business.’’ Commercial Lending Review, winter 2001.

employee relocation, retirement, and personal circumstances, business owners should strive to keep turnover as low as possible. The average turnover for private-sector jobs in the United States is about 12 percent a year. Research cited by Call Center News Service found rates of 31 percent annually in call centers, and at the extreme, 123 percent in the fast-food industry. Most businesses aim for a much lower level than either of these. It’s critical to make good hiring decisions and then work hard to retain those employees.


compiles lists of the banks offering the best checking and savings account rates. If you prefer a bank with a local brick-and-mortar office that you can visit on occasion, you can search Bankrate’s database by location to find the best rates for checking and savings accounts in your area. Also, if you are curious abut the financial condition of your current financial institution, Bankrate.com compiles ratings for a wide number of banks and credit unions.

COSTS OF EMPLOYEE TURNOVER Employee retention is especially important in tight labor markets, when replacing positions with qualified workers can be challenging. By 2010 the population of workers between the ages of 35 and 44 is projected to decrease by 15 percent. But even under the best market conditions, employee turnover can cost a company dearly. To calculate the cost of churn, consider the following separation expenses: costs of conducting exit interviews with departing employees, completing exit paperwork, severance pay, and increased unemployment taxes. Add the costs of the vacancy—overtime for other employees who must fill in, temporary help—and the costs of recruiting a new employee, including advertising or employment agency fees, time spent conducting interviews, skill and medical testing, travel and moving expenses to relocate the newly hired worker, training and the differential in performance between the seasoned and the new employee. Studies have shown that vacated positions cost a company between 75 and 150 percent of that position’s salary. Let’s say you hire an administrative assistant for $30,000 annually and that worker leaves, you can expect to spend between $22,500 and $45,000 on the separation and replacement. Other research cited by the Call Center News Service found that turnover costs reduced earnings and stock prices by an average of 38 percent in four high-turnover industries.

Hovey, Juan. ‘‘Bank on It.’’ Entrepreneur, April 2000. Available from http://www.entrepreneur.com. Lee, Mie-Yun. ‘‘Money in the eBank.’’ Entrepreneur, July 2001. Available from http://www.entrepreneur.com. Mangi, Naween A. ‘‘Online Banking: The e-Perks Arrive.’’ Business Week, October 8, 2001. Available from http:// www.businessweek.com.

❚ 33 EMPLOYEE RETENTION

As in any type of business, a loyal staff builds a solid foundation for growing your e-commerce enterprise. Staff loyalty is often gauged by employee retention. ‘‘Churn’’ and ‘‘turnover,’’ on the other hand, refer to how fast employees leave the company. While some turnover is inevitable due to poor performance,

The indirect costs of employee turnover are more difficult to quantify, but no less significant. High churn rates affect employee productivity. Dissatisfied workers are less likely to be as conscientious and productive as satisfied workers. Employee morale suffers, too, as workers’ stress and tension escalate when they’re forced to step in and assume additional responsibilities while a position is vacant or a new employee is training. Management may also be forced to scale back or postpone projects due to vacancies or training periods, which, though harder to attach a price to, do affect the bottom line. Customers don’t like turnover either; they like seeing the same faces and talking to the same voices 49

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each time they interact with a business—online and offline. They like dealing consistently with staff who know their purchasing, service, and complaint history. Studies repeatedly show that companies with low turnover tend to have higher customer satisfaction ratings.

with mediocrity, or worse, resentment builds and morale falls. Instead, when faced with a poorly performing staff member, provide training, encourage change, set expectations and develop a plan for improvement, or terminate the relationship. Remember to compliment staff in public, but if criticism is needed, do it in private.

STRATEGIES FOR RETENTION

Work/life balance is important to all employees. Consider offering flexible work arrangements such as telecommuting, job sharing, compressed work weeks, and even sabbaticals after a certain number of years to reward loyalty and longevity.

There are many things employers can do to reduce churn and retain employees. One that comes to mind for many people is compensation. While compensation is indeed important to workers, it’s not the only motivator. Feeling like an integral part of an organization and being recognized for contributions are equally if not more important than pay alone. Still, compensate your staff fairly, even well, and offer benefits like health care. Since health-care costs are high, consider surveying staff to see what types of company plans they’d like. That may save you from offering a more expensive option when the structure of a lesser plan is in fact more appealing to them. Retirement plans are important to employees too. Depending on the legal organization of your business, there are likely to be a variety of plans to investigate. To motivate workers to stay, consider company matches to their retirement plans that vest over time. For example, if a plan is vested over five years, and an employee leaves after three, that person receives 60 percent (20 percent per year) of the company’s contributions. While turnover can occur at any point in an employee’s tenure with a company, managers should ensure that new hires are adequately trained for their position and fully understand their responsibilities. Assigning a seasoned worker as a mentor to ensure they learn the ropes can be helpful in preventing new hires from leaving. Managers can also reduce turnover by providing opportunities for advancement and professional development. If there’s no room for promotion of an employee, consider assigning a special project to challenge them—and groom them for a future position. Perks such as tuition reimbursement or paying for job-related career development seminars go a long way toward demonstrating to employees that you consider them a valuable investment. Consistently recognize employees for a job well done as often as warranted, and treat all employees equally. For example, if you recognize an employee from one department who goes above and beyond, be sure employees from other departments get kudos for similar achievements. You might also consider implementing a performance-based bonus plan tied to exceeding company goals. However, don’t reward simply meeting goals, and don’t tolerate poor employee performance. When workers see others getting away

Finally, be clear about individual roles and responsibilities and how each position within the company relates to others and to the company’s strategies and goals. Be sure employees have the tools and, more importantly, the authority to carry out their job functions.

FURTHER READING Branch, Shelly. ‘‘You Hired ’Em. But Can You Keep ’Em?’’ Fortune, November 9, 1998, 247. Jordan-Evans, Sharon, and Beverly L. Kaye. Love ’Em or Lose ’Em: Getting Good People to Stay. San Francisco: Berrett-Koehler, 2002. Schier, T.J. Send Flowers to the Living! Rewards, Contests and Incentives to Build Employee Loyalty. Flower Mound, TX: Incentivize Solutions, 2002. ‘‘Study: Turnover Affects Corporate Performance.’’ Call Center News Service. Los Angeles: Silver Lake Publishing, September 15, 2000. Available from http:// www.callcenternews.com/specials/ws_000915.shtml.

❚ 34 ESSENTIAL READING IN ECOMMERCE

Both popular and academic books have been written on all aspects of e-commerce. Some introduce beginners to the subject, while others are intended for seasoned e-professionals. Still others proclaim the ecommerce gospel or document e-business wipe-outs. This survey of titles will help you choose a few of the most valuable, interesting, entertaining, and influential books on e-commerce.

STARTING OUT At one end of the scale are books for the novice entrepreneur looking to launch an e-business or curious about what it takes. Greg Holden’s Starting an Online Business for Dummies (second edition; Wiley,

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Netrepreneurs with more experience will find The Unofficial Guide to Starting a Business Online by Jason R. Rich (Wiley, 1999) useful. This handy paperback covers virtually every phase of starting and running an online business. Rich is particularly detailed about setting an e-business up on a tight budget. He even includes a list of common online scams to watch out for. The book is rounded out with interviews with experts in various fields. Beginner and pro alike can expand their knowledge of the technology that makes e-commerce possible with How the Internet Works (Ziff Davis, 2002) by Preston Gralla. Relying largely on illustrations and graphics, Gralla shows how communication on the Internet and important aspects of e-commerce, such as domain names, security, Web browsers, and the like, actually work. The Web site ‘‘How Stuff Works’’ (www.howstuffworks.com) provides similar textbased explanations of many Internet and e-commerce concepts.

ADVANCED IMPLEMENTATION AND STRATEGY Jerry Cashin’s E-Commerce Success: Building a Global Business Architecture (Computer Technology Research Corp., 1999) is a more advanced guide to e-commerce. Originally released as a report of the CTR Corporation, the book is expensive but it is recognized as a indispensable overview of e-commerce. Written originally for Web site pros, the book gives a concise discussion of almost every issue of importance, including the core components of e-business, software design, Web site implementation and operation, privacy issues, security, tax and legal questions, and transaction management. Cashin also looks at the most common mistakes bricks-and-mortar companies make when moving into the Internet and e-commerce trends. Another book for e-pros, e-Business 2.0: Roadmap for Success (second edition; Addison-Wesley, 2000) by Marcia Robinson, Don Tapscott, Ravi Kalakota, and Mary O’Brien is an advanced, sometimes academic, look at the e-business strategies and their implementation. The book pinpoints 20 key trends in ebusiness that companies can exploit to sell more of their products and services. It explains in a detailed

yet practical way first how to design an effective online strategy and then how to select applications to further that strategy.

INSIDER ACCOUNTS Blueprint to the Digital Economy: Creating Wealth in the Era of E-Business (McGraw Hill College, 1998), edited by Don Tapscott, Alex Lowy, and David Ticoll, weaves together accounts by executives at 30 large corporations, including Kodak, IBM, Microsoft, and AT&T, that have implemented e-business technologies to reach corporate goals. Its contribution is to present first-hand experiences of successful business people who confronted the e-commerce revolution along with their insights into its implications for business at-large.


2000) describes the raw basics of Internet business for people who know next to nothing on the topic. His chapters include information on finding a server, designing and setting up a Web site, putting together a business plan, online marketing, and customer service. The CD-ROM that comes with the book includes valuable Web software and utilities like Winzip. It even has a demonstration version of CyberCash Wallet to set up a business to accept electronic payments.

The digital world has its founders and visionaries with their own ideas about what the Internet means for business. In Business @ the Speed of Thought: Succeeding in the Digital Economy (Warner Books, 2000), Microsoft CEO Bill Gates describes computer networks as ‘‘digital nervous systems’’ whose mastery will enable companies to make huge gains in efficiency, growth, and profits. Gates describes how the technology is changing business now and the changes that lie ahead. Lotus Corporation CEO Jeff Papows’s Enterprise.Com: Market Leadership in the Information Age (Perseus, 1999) describes a market that has been turned on its head by the Internet, altering most fundamental business relationships and concepts. The result is a ‘‘market-facing enterprise,’’ in which most aspects of business, including customer relationships, marketing, legal and tax issues, and security, have been radically redefined by digital technology. Papows illustrates his claims with examples from Lotus and other companies.

VISION AND PRACTICE Even the term ‘‘visionary’’ seems too narrow for Kevin Kelly, editor of Wired magazine. Kelly’s book, New Rules for the New Economy (Penguin, 1999), boldly proclaims the death of the old, pre-Internet economy, maintaining that in the virtual economy none of the old rules apply. The only constants in Kelly’s continuously changing digitized universe are the computer networks that hold everything together. He outlines a series of rules for success in the electronic economy, for example, embracing decentralization, disequilibrium, and the absence of hierarchy, all of which will follow the spread of the Web. He follows up with strategies a company can use to implement them. It should be noted that Kelly’s apocalyptic view predated the Internet crash by a year. Nonetheless, it is a valuable look at how the e-future once looked. 51

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The book be read for free at Kelly’s Web site (www.kk.org). Not every author who writes about e-commerce sees in it the seeds of the old order’s destruction. In their book Information Rules (Harvard Business School, 1998), Carl Shapiro and Hal R. Varian acknowledge the changes wrought by the Web. At the same time they urge e-business leaders to remember that technological changes do not alter basic economic laws. The key to success in the new economy, according to Shapiro and Varian, is a grounding in the fundamentals of traditional economics. Despite its academic tone, the work is a source of practical insights and information on selling products on the Internet, valuable for both students and practitioners alike. Customers Rule! Why the E-Commerce Honeymoon Is Over and Where Winning Businesses Go From Here by Roger Blackwell and Kristina Stephan (Crown, 2001) steers clear of the hype that fueled the Internet boom. The authors describe e-commerce as part of the evolution of business rather than a revolutionary change that completely swept out the old. Like Information Rules, the book urges business to strike a workable balance between ‘‘electronic’’ and ‘‘commerce’’ in e-commerce, to reinstill old-style business values in the e-context. They use the examples of successful companies like L.L. Bean to support their view that a blend of the old and new economies— bricks-and-mortar and virtual—will make for stronger, sturdier businesses than either one on its own. When John Hagel and Arthur G. Armstrong wrote Net Gain: Expanding Markets Through Virtual Communities (Harvard Business School, 1997) in the mid1990s, virtual communities were the buzz and were springing up like mushrooms. Despite all its changes, the Internet still seems at bottom to be about communities of interest, and hence the relevance of Net Gain dimmed but little. The authors emphasize the shift in economic power brought about by the Web and virtual communities—groups of individuals with a common interest which brings them together online. According to Hagel and Armstrong, such communities create ‘‘reverse markets,’’ in which groups of buyers seek out sellers—rather than the other way around—and use their size and access to information to get the best price possible. Taking it one step further, the book describes strategies for creating and serving highly loyal communities which in turn will bring a company large and steady profits. One of the most popular e-commerce books of all time, Unleashing the Killer App: Digital Strategies for Market Dominance by Larry Downes, Chunka Mui, and Nicholas Negroponte (revised edition; Harvard Business School, 2000), describes a climate of innovation created by the new digital reality, a climate

in which powerful and unexpected new technologies—killer apps—can be developed. A killer app is a technological turning point which changes the world forever, like the printing press, the Model-T, and the personal computer. The book’s thesis is that companies can make themselves over into organizations in which potential killer apps are recognized, nurtured, and ultimately lead to market dominance. They propose a series of rules for designing killer apps and illustrate them with examples from the history of technology and business.

PITFALLS All the books above, in one way or another, preach the gospel of e-commerce and urge its embrace. Philip J. Kaplan’s F’d Companies: Spectacular Dot-Com Flameouts (Simon & Schuster, 2002) looks at the darker side of the Internet economy, the tragicomic flops, the companies that failed. Based on an online forum he set up as the dot-com crash was occurring, the book documents 150 outrageous business plans that lost millions of dollars before they disappeared. The result is both funny and sobering.

OTHER RESOURCES E-commerce has been growing and evolving so quickly since its birth in the early 1990s that most any book is a historical snapshot by the time it is published. Readers interested in the subject should not ignore the media that cover it regularly, including magazines like Fast Company, Business 2.0, and Wired, newspapers like the Wall Street Journal and the San Jose Mercury News, and online journals like E-Commerce Times.

FURTHER READING Blackwell, Roger, and Kristina Stephan. Customers Rule! Why the E-Commerce Honeymoon Is Over and Where Winning Businesses Go from Here. New York: Crown, 2001. Cashin, Jerry. E-Commerce Success: Building a Global Business Architecture. Charleston, SC: Computer Technology Research Corporation, 1999. Downes, Larry, Chunka Mui, and Nicholas Negroponte. Unleashing the Killer App: Digital Strategies for Market Dominance. Rev. ed. Boston: Harvard Business School Press, 2000. Gates, Bill, and Collins Hemingway. Business @ the Speed of Thought: Succeeding in the Digital Economy. New York: Warner Books, 2000. Gralla, Preston. How the Internet Works. San Francisco: Ziff Davis, 2002.

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T How broad will the scope of the newsletter’s coverage will be? T How often will it appear?

Holden, Greg. Starting an Online Business for Dummies. 2nd ed. New York: John Wiley & Sons, 2000.

Newsletters contain elements that enable readers to navigate them easily. The nameplate is a short section at the head of each issue that includes the ezine’s title, the date, and a volume number. The volume number changes every year. Following the nameplate is the masthead that lists the publisher’s name, address, phone number, e-mail address, and Web site URL, information about advertising if relevant, and crucial instructions on subscribing and unsubscribing. Next, the table of contents lists the articles in the issue. Unlike a magazine or book, the table of contents in an e-zine does not indicate page numbers, only the order in which the articles appear. Finally come the feature articles, along with any ads or classifieds.

Kaplan, Philip J. F’d Companies: Spectacular Dot-Com Flameouts. New York: Simon & Schuster, 2002. Kelly, Kevin. New Rules for the New Economy. New York: Penguin USA, 1999. Available from http://www.kk.org/ newrules/. Papows, Jeff. Enterprise.Com: Market Leadership in the Information Age. Reading, MA: Perseus, 1999. Rich, Jason R. The Unofficial Guide to Starting a Business Online. New York: John Wiley & Sons, 1999. Robinson, Marcia, Don Tapscott, Ravi Kalakota, and Mary O’Brien. e-Business 2.0: Roadmap for Success. 2nd ed. Boston: Addison-Wesley, 2000. Shapiro, Carl, and Hal R. Varian. Information Rules. Boston: Harvard Business School Press, 1998. Tapscott, Don, Alex Lowy, and David Ticoll, eds. Blueprint to the Digital Economy: Creating Wealth in the Era of EBusiness. New York: McGraw-Hill College, 1998.

❚ 35 ESTABLISHING AN ONLINE NEWSLETTER

An online newsletter, also called an e-zine—short for electronic magazine—is the virtual equivalent of the traditional paper newsletter. An online newsletter has significant advantages, however. There are no printing or mailing costs, delivery is instantaneous, and readers can respond with a simple mouse-click. A carefully planned, well-designed e-zine can fulfill a number of functions for an online business: It can recruit new customers and maintain contact with established ones; communicate about one’s business and area of expertise; promote a business’s Web site or notify Web users of Web site changes. An e-zine’s uses are ultimately limited only by one’s imagination. Effective e-zines are the product of hard work and should be carefully planned in advance. Before the first issue is written, an e-publisher should consider some important questions:

T What is the newsletter supposed to achieve? T What is the subject of the newsletter? T Who is the newsletter’s audience?


Hagel, John, and Arthur G. Armstrong. Net Gain: Expanding Markets Through Virtual Communities. Boston: Harvard Business School Press, 1997.

Sections should be clearly distinguished from one another, with space and lines, to enhance readability. There are as many different formats as there are newsletters, and a new e-publisher should examine as many e-zines as possible for ideas. Once a format has been settled on, a template can be made that will speed up the preparation of each issue and assure consistency of appearance. Templates can be found online at a number of e-zine sites. E-zines come in different forms. The full text can be sent as an e-mail, or an e-mail can be sent with a hyperlink to the newsletter online. The latter variant has the advantage of increasing traffic at a Web site and possibly of increasing hits on ads there. If sent as an e-mail, the newsletter’s text can be prepared in text format or in HTML. Among the advantages of text are that it can be reproduced by every Web browser and e-mail client, and no special knowledge of HTML is needed to prepare it. If text is used, it should be prepared in a text editor, such as Windows Notepad, using a fixed-width font such as Courier New rather than proportional fonts like Arial or Times New Roman. Not all e-mail clients can reproduce proportional-length fonts. By using fixed-width fonts, e-publishers can be sure their layouts will look the same to all readers. Line lengths should be limited to 60 to 65 characters, ending with a hard return. HTML gives an online newsletter a more interesting look because graphics, such as photos and logos, can be included. With it comes increased download times. Nonetheless, some readers prefer text and others prefer HTML, so if possible it is best to offer both variants. The size of a newsletter is a critical factor. A toolong issue risks alienating readers through information 53

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overload. In addition, some e-mail clients—in particular America Online—convert e-mail over 24K into attachments, which many readers will simply delete rather than risk getting a computer virus. A long HTML issue, especially with graphics, can have frustratingly long download times. A length of about 12K is considered optimal. There are various ways to distribute an e-zine. It can be managed from a personal or company computer if the subscriber base is not larger than 2000 or so. Various software packages are available that automate the subscription process. They range from systems costing hundreds of dollars to freeware. Internet Service Providers (ISP) and Web site hosts frequently provide list hosting that can be used to distribute and administer an online newsletter. Through these sources, the services are generally low in price or even free of charge. For larger subscriber lists, however, the most efficient solution is to use a company that specializes in list services. They can be found listed on the Web. An e-publisher should take care selecting the list service. A service should be available to provide help and customer service to the newsletter administrator. It should ensure that the subscriber list is secure and cannot be stolen by outsiders. It should allow the administrator easy access to subscriber lists so they can be backed up regularly. It should process subscribe and unsubscribe requests promptly and should be able to deal with bounced e-mails. It should provide data on changes in the subscriber list, especially how many have joined or unsubscribed in a certain period. The biggest challenge for a new online newsletter is finding subscribers. As a start, a subscription form should be included on the company Web site. Additional strategies include listing the e-zine on an online list server like Yahoo Groups or submitting the newsletter along with an attractive description to an online e-zine directory. Directories can be found using an online search engine. If an e-publisher joins an ad coop, it will provide a subscriber list in exchange for an ad in the newsletter. Other ideas include using a pop-up ad on one’s Web site, offering a free gift— for example, a useful report or piece of software—in exchange for subscribing, and encouraging readers to forward the newsletter to friends and acquaintances. It can be just as challenging to keep subscribers. People are inundated with information, much of it from their computers. Interesting original content is the only sure way to keep readers from deleting a newsletter unread or unsubscribing altogether. Articles should be directly related to the subject of the ezine. Reprinted articles are in general considered a sign of a second-rate newsletter; at least some content must be original. A tantalizing subject line can also persuade readers to open a newsletter they would

otherwise have deleted. Article ideas can be suggested by:

reader questions personal experience achievements or failures articles in newspapers, magazines and other outside media T interesting products or services T interviews T T T T

The e-publisher must decide if the overall tone of the newsletter is to be formal or informal. However, some lighthearted material should break up serious items. Plain, simple words and sentences are best; articles should be concise and to the point to hold reader interest. The entire newsletter should be copyedited very carefully before it is sent out. Misspelled words and bad grammar will weaken the power of the message and tarnish one’s image, and if they become habitual, they will cause subscribers to leave. A well-written newsletter will entertain and inform readers and create bonds between them and an online business. The medium offers readers a means of responding instantly to what they have read. Finally, it can also help an e-publisher form and crystallize new ideas about his or her chosen field.

FURTHER READING Brandt, Michael T. ‘‘Making That Newsletter Sing.’’ Musings, 1 April 1998. Available from http://www.inc.com/ search17923.html. Daniels, Jim. ‘‘6 Keys to Ezine Success,’’. Smithfam’s Internet Marketing Support Resources, 2002. Available from http://1st-be-your-own-boss.com/news/may02k.html. Foley, Marty. ‘‘What Makes a ‘Good’ Ezine?’’. Smithfam’s Internet Marketing Support Resources, Available from http:// 1st-be-your-own-boss.com/news/feb99l.html. ‘‘Handbook of Ezine Publishing.’’ E-Zinez.com. Available from http://www.e-zinez.com/handbook. Hornback, Gail. ‘‘Jump-Starting a New Ezine.’’ Smithfam’s Internet Marketing Support Resources, 2002. Available from http://1st-be-your-own-boss.com/news/may02g.html. Hornback, Gail. ‘‘Why You should Publish an Ezine.’’ Internet Day, 2002. Available from http:// www.internetday.com/article/0,1381_969101,00.html. James, Christine. ‘‘E-Mail Newsletters: Formats That Work.’’ Workz, 30 May 2001. Available from http://www.inc.com/ search/22749.html.

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Thomas, Cindy. ‘‘Starting an Online Newsletter.’’ Put It in Ink, 2001. Available from http://www.putitinink.com/ article1002.html.

❚ 36 FREE VERSUS SUBSCRIPTIONBASED SERVICES

Whether or not to charge users a subscription fee is a major decision for most electronic information services. Relying on advertising revenues alone has proven insufficient for many commercial sites. Because consumers have come to expect Internet information for free, convincing them to pay is difficult. Some firms, however, have achieved success operating a subscription-based business. Like traditional magazines and newspapers, these firms usually rely on both subscriptions and advertising for revenue.

LEARNING FROM LARGE SITES’ EXPERIENCES Online newspapers made their debut in the early 1990s. The Raleigh, North Carolina-based News and Observer became the first daily newspaper to publish the entire paper on the Internet in 1994. By the end of the decade, major players like the New York Times, USA Today, the Wall Street Journal, and the Washington Post had also published online versions. The first publisher to actually make money from an online newspaper was WSJ.com, the online version of the Wall Street Journal. When online advertising revenues began to plummet in 2000, WSJ.com was able to rely on its base of nearly 600,000 paying subscribers for revenue. In fact, subscription sales had begun to account for more than advertising revenues by early 2001. One reason for WSJ.com’s success, according to some analysts, is that its subscription includes not only access to articles, but additional information like detailed company information and real-time stock quotes. A major rival, the online version of the New York Times, doesn’t charge for its daily online edition. As the Business Journal-Portland reported in August 2001, ‘‘Like many online publications, NYTimes.com is leery of charging for what has already been offered for free.’’ As of that time, the site only charged for archive searches and a few other special features. One of the best-known online magazines, or ezines, is Slate, a news, politics, and culture site published by Microsoft. As of late 2001, roughly 2.5

million unique readers each month visited Slate. When the site was established in 1996, readers were charged a $19.95 monthly subscription fee. Three years later, however, Slate’s publishers realized that more money was spent on efforts to recruit paying subscribers than was actually secured in subscription fees. According to publisher Scott Moore, quoted in a September 2001 issue of EContent, ‘‘I projected what would happen to our audience if we made Slate free, given that we could take advantage of the distribution power of MSN. I modeled what that would do for our advertising potential, and it looked like there was a lot more upside with that strategy than continuing to slug along selling subscriptions, so that’s what we did and it has paid off.’’ Along with traditional banner ads, Slate also relies on larger advertisements. In addition, the firm makes money from companies willing to pay for a link from Slate to their sites.


Pirillo, Chris. ‘‘Publishing E-Mail Newsletters.’’ Poor Richard’s E-Mail Publishing, May 2, 2001. Available from http://www.inc.com/search/22573.html.

The e-zine Salon was established in 1995 to cover political and cultural issues. Because Salon relied solely on advertising to generate revenues, and lacked the marketing reach Slate enjoyed on MSN, it proved especially vulnerable to the slowdown in online advertising that took place in 2000. In fact, the e-zine posted a loss of $19.2 million that year. Recognizing that advertising sales alone were insufficient, Salon began developing and marketing in 2001 a premium subscriber-based site with increased content and no advertising.

CHOOSING A REVENUE MODEL If you’re planning to launch an online content service, you will need to weigh the likelihood of securing adequate revenues from advertising against the likelihood of finding customers who are willing to pay. If you plan to launch a subscription-based site, you need to be certain that your target market values your information enough to pay for it. According to an April 2001 issue of Entrepreneur.com, a subscription-based site ‘‘is one of the most difficult revenue models there is. Unless you have highly specialized information of some sort, people will expect it to be delivered for free.’’ One option is to offer free information in addition to subscriptionbased content. ‘‘This would allow a reader to have a substantial amount of free reading material, but access to specialized reports, for example, would be allowed only on a for-fee basis’’. WSJ.com, NYTimes.com, and Salon.com all make use of such a hybrid model. Another example is Consumer Reports Online, which charges a fee for its product ratings and reports, but offers more general information to consumer for free, in an effort to draw readers to its site. One of the biggest challenges facing new online content sellers is marketing. Before you can work on 55

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convincing people to pay for a subscription, you must draw them to your site. Quite often, this requires a variety of online marketing and offline efforts. Along with creating e-mail campaigns, forming partnerships with other sites willing to post a link to your site, and strategically positioning yourself with the best search engines, you may find you also need to use direct mail, radio and television, and print advertising. And as customers begin to visit your site, you will need to monitor their activity to learn what information they value most. If you decide to offer both free and fee-based information, it might take you a while to find the most lucrative mix. Understand that, like the industry giants, you will likely have to modify your business model to stay in step with ever-changing market conditions.

FURTHER READING Blachanski, Dan. ‘‘Are Users Ready to Pay for Content?’’ Entrepreneur.com, March 11, 2002. Available from http:// www.entrepreneur.com. ———. ‘‘How to Make Money Off B2B and B2C.’’ Entrepreneur.com, April 1, 2001. Available from http:// www.entrepreneur.com. Earnshaw, Aliza. ‘‘Making Money’s the Big Challenge Online.’’ Business Journal-Portland, August 3, 2001, 22. Pack, Thomas. ‘‘Slate’s Moore Has Faith in Online Ads.’’ EContent, September 2001, 56. Peterson, Thane. ‘‘The Wolf at Salon’s Door.’’ Business Week Online, August 7, 2001. Available from http:// www.businessweek.com. Robins, Steven. ‘‘Choosing Which Business to Build.’’ Entrepreneur.com, January 1, 2001. Available from http:// www.entrepreneur.com.

❚ 37 HARVEST AND EXIT STRATEGIES

Harvest and exit strategies are examples of contingency planning, designed to ensure that your company can respond quickly and effectively to a rapidly changing business climate. They allow you to get out of the market with as much of your value and investment intact as possible, easing the challenges of selling or liquidating your business. In the world of e-commerce, these needs are even more pronounced, precisely because speed and rapid evolution are the name of the e-business game. As a result, fortunes can turn

quickly, and smart entrepreneurs prepare for the possibility that the best financial option is to exit the market.

EXIT STRATEGIES When it comes time to exit the market, you have a number of options. Unfortunately, one of the most lucrative and sought-after exit strategies of the dotcom boom of the late 1990s—buyout of a start-up firm by a major player for huge sums of cash—is usually not realistic. At their peak, such buyouts only affected a minority of start-ups, and more recently the austerity of the 2000s e-commerce environment has meant less loose money to go around. Still, other options abound. The holy grail of exit strategies for e-commerce start-ups in the dot-com boom years of the mid- and late 1990s was the initial public offering (IPO), where the company has accumulated enough value that it looks attractive to investors as a lucrative, growing enterprise. Typically, this stage is reached after a firm scrambles for venture capital and other private funding. IPOs bring in new stockholders as the owners of the firm. Alternatively, you can attempt to merge with or be acquired by a stronger company, which entails preparing your firm’s accounts and image to make yourself attractive to potential suitors. In the old days of the high-tech industry, selling a firm before it went public was a strategy of last resort. In the dot-com era, however, it became more common, or at least more widely publicized, after a few e-commerce founders made their living and reputation as career entrepreneurs. They would develop novel e-commerce ideas and secure venture capital, only to sell the company before it reached the IPO stage. Observers have noted that, for some entrepreneurs, getting rich this way was more opportunism rather than a planned exit strategy. Nevertheless, some viewed it as an exit-strategy option. If your firm’s options for acquisition or continuation seem hopeless, there are still solid exit strategies available. You can file for bankruptcy, either Chapter 11 reorganization or Chapter 7 liquidation. Next, you may decide that attempts to find a suitor or go through various legal maneuvers are more costly or more hassle than they are worth, and simply choose to close your virtual doors and cut your losses. Finally, according to Business Credit, in order to minimize the damage to your reputation and that of your managers, and if you want to transfer your assets to an organization unburdened by your firm’s debt, you can choose an assignment for the benefit of your creditors. This option, an alternative to formal bankruptcy, involves transferring the title and all interests in your business to a third party, who liquidates the

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Kupetz, David S. ‘‘Technology and Dot-com Dispositions.’’ Business Credit, May 2001, 48. Thurow, Lester C. ‘‘Does the ‘E’ in E-Business Stand for ‘Exit’?’’ MIT Sloan Management Review, winter 2001, 112.

ADDITIONAL EXIT STRATEGY CONSIDERATIONS In strategic partnerships with other online businesses or with brick-and-mortar firms, it can be even more important to have a clearly defined and communicated exit strategy. Without such a plan, you may find yourself unintentionally divulging more information to your partner than you otherwise would, and may also find it difficult to fully extract yourself from the partnership and its endeavors with the maximum value. Keeping track of your market is another key to an optimal exit strategy. For example, if your firm is growing and profit margins are expanding, the obvious inclination is to keep up the pace. But higher revenue and greater profits, Computer Reseller News pointed out, doesn’t always mean your firm’s market valuation will increase. In an industry where share price-toearnings ratios are falling, for instance, your firm’s valuation may decline even as profits expand.

HARVESTING YOUR FIRM’S VALUE A harvest strategy is a transition strategy en route to an final exit from a particular market, be it with a particular product line or with your entire business. In a harvest strategy, the goal is to minimize reinvestment in a market you are planning to exit. In the meantime, you still try to maximize your profit-making capabilities. In other words, you attempt to harvest whatever is left of a market before shutting down operations. By slashing your spending that line of business, you concentrate on deriving profit from what remains to be sold, thereby leaving you stronger when you exit the market. Thus, a harvest strategy might call for cutting spending on assets, labor, and other costs, while moving existing inventory out into the market and pocketing the profits, perhaps to reinvest in a more stable line of business.

FURTHER READING Gimen, Mark. ‘‘Silicon Valley’s Serial Entrepreneurs.’’ Fortune, February 21, 2000, 269. Hausman, Eric, and Jerry Rosa. ‘‘Let’s Make a Deal.’’ Computer Reseller News, March 22, 1999, 148. Keeney, Jennifer. ‘‘What’s It Worth to You?’’ Fortune Small Business, September 2001, 105.

❚ 38 HIRING CONSULTANTS


property, paying the proceeds to your creditors. This avenue can involve less paperwork and expense than bankruptcy, while accomplishing the desired liquidation of your firm.

Think of a consultant as a hired mentor on a particular project or transition your company will be going through. Consultants are usually external to the company, either self-employed or on staff with a large consultancy.

DO WE REALLY NEED A CONSULTANT? Companies hire consultants for a wide range of initiatives. Many times companies need consultants not only to advise them on what to do, but to actually complete a large portion of the job at hand. Depending on their background and expertise, consultants can assist with information technology (IT) issues such as selecting and installing new computer applications and ensuring they’re compatible with existing systems. Human resources consultants can assist with efforts related to hiring and employee retention, staff training, developing policy and procedure manuals. Consultants can direct grant-writing and fund-raising efforts. They can develop marketing plans and budgets and walk a company through the business development and strategic planning processes. Consultants are likewise called in when a company simply needs an objective opinion on a problem. Typically companies turn to consultants when they are looking to make some kind of change—integrate a new accounting application, a company-wide diversity training initiative, a new strategic plan, a reorganization of staff. It’s important to remember that while consultants can assist with transitions, advising a company along the way, consultants can’t make the changes happen single-handedly; it’s also the responsibility of the company and its managers. Having realistic expectations of how a consultant can help your company is critical to the success of the relationship. As in any line of work, there are unscrupulous and incompetent consultants, but unrealistic hopes for a panacea can cause companies to rush to judgment about the quality of their consultants. If the company doesn’t implement the consultant’s recommendations or doesn’t support and maintain the work the consultant does, the project will ultimately fail. Perhaps this is why cynical remarks about consultants persist, such as ‘‘A consultant will take your 57

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watch and then charge you to tell you what time it is,’’ or ‘‘Those that can, do; those that can’t, teach; those that can’t teach, consult.’’ Don’t fall into the trap of thinking that because you hired a consultant, there’s no more work for you or your staff to do on that particular initiative. Consultants don’t come cheap. Rates commonly range from $100 to up to $500 per hour or between $700 to several thousand dollars per day. Some consultants charge on a project rather than hourly basis, and some ask for a percentage of future revenue tied to the project they worked on. Before hiring, you must feel confident that your investment will be worthwhile. Ask yourself if you have the necessary skills and expertise to carry out the project among your staff. If so, how long would it take them to complete this project? What does their time cost, and what are the opportunity costs, the work they won’t be able to do if they’re completing this project? In short, is the project the best use of your staff’s time?

FINDING THE RIGHT CONSULTANT FOR THE JOB If you decide to hire a consultant, there are several ways to obtain names of prospects. Professional associations are one place to start. Many industries have one or more professional consulting associations, and these often have member directories. Asking colleagues is another way to find consultants, as are Web searches. No matter how you find names, the selection process is a telling and crucial part of hiring a consultant. You may want to develop and send out a formal request for proposal (RFP) or simply contact the names you’ve found. Once you make contact, you can request background information about the consultant’s experience and schedule an interview. Assemble a team for the interview, drawing on both managers and staff who will work with the consultant. Make sure you ask each candidate the same questions so that you can make an accurate comparison after the interviews are completed. In addition to questions about the consultants’ experience, be sure to ask about relationships with vendors and objectivity. Informal but positive working relationships with software vendors, for example, may mean that the consultant will have greater expertise—and ready technical support— in a particular application. On the other hand, financial arrangements with vendors could compromise a consultant’s objectivity. Also pay attention to how prospective consultants communicate, in both sharing and listening to information, and how they seem to ‘‘click’’ with your staff. A personality that fits well with your organization is important to a successful relationship.

During the interview, also be sure to ask about consultants’ work processes. How will the project unfold? How will the consultant communicate updates? What will they need from your staff in order to get the job done? How consultants respond will also help you determine if they truly understand your company’s challenges and project objectives. Before hiring, ask for references, and be sure to call them. Ask why the consultant was hired, if expectations and objectives were met on deadline, whether the consultant worked well with staff, and whether the reference would hire the consultant for a future project.

CLOSING THE DEAL Once you’ve decided on a particular consultant, be sure to reiterate your budget and time frame, the scope of your project, key staff, and payment arrangements, including amount and dates of payment. All of these details should be formalized in an agreement. To ensure a smooth working relationship, keep the lines of communication open, and be honest with your consultant about your expectations and needs throughout the project. Stick to deadlines or, if that’s not possible, work with the consultant to modify your initial plan. Perhaps most importantly, be open to the changes you initiated by hiring the consultant and the benefits their work may bring.

FURTHER READING Kibbe, Barbara, and Fred Setterberg. ‘‘How to Hire and Work with Consultants.’’ Succeeding with Consultants. New York: The Foundation Center, 1992. Available from http:// www.ontap.org/advice.html. Porter-Roth, Bud. Request for Proposal: A Guide to Effective RFP Development. Boston: Addison-Wesley Professional, 2001. Rich, Jim. ‘‘Tips for Hiring a Training Consultant.’’ PhotoShop Focus, June 1, 2000. Available from http:// www.photoshopfocus.com/cool_tips/tips_hiring.htm.

❚ 39 INSURANCE ISSUES FOR ONLINE FIRMS

One reason businesses use insurance is to protect themselves against loss from things like natural disasters, thefts, and other liabilities. Most property insurance policies cover physical damages, such as smashed windows or broken computers, and the effects of those damages, such as loss of sales. However,

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your business uses email or has a Web site that hosts transactions, posts content, hosts advertising for other businesses, or contains confidential information. Essentially, if there is any conceivable way that a client could contend that the performance of your Web site, products, or services affected his or her business and sue you for it, you need to think about Internet insurance.’’

In the late 1990s and early 2000s, as the number of online businesses soared, many insurers began offering Internet insurance. One of the first was INSUREtrust.com, which began indemnifying e-commerce ventures in late 1999. Early the next year, American International Group Inc., one of the largest U.S. insurance groups, launched several insurance products designed to protect Internet businesses. In July 2000, another insurance giant, Lloyd’s of London, joined forces with Counterpane Security Inc. to develop an insurance program that protects businesses from attacks against computer hackers. For small businesses, these policies ranged from $2,500 to $15,000 per year, and they covered Internet-related damages, such as data loss due to viruses and costs associated with security breaches caused by hackers.

As with most types of insurance, several different types of Internet coverage exist. To protect yourself from litigation by clients claiming to be damaged by a breakdown in your services—perhaps caused by a virus that shut down your servers for several hours— you can purchase liability coverage. However, if you are at determined to be at fault for the problems that causes injury or damage to your client, you can still be found liable unless you also hold errors and omissions (O&E) coverage. This coverage is usually more appropriate for business selling services online than those simply selling products. Some insurers also offer content coverage to protect a business owner from the risks involved in posting content, including advertisements, on a Web site. Potential issues include copyright infringement, defamation, and false advertising.

Most businesses protect themselves and their data by scheduling regular system backups and keeping those backup files at a separate location. Most online businesses also use firewalls and encryption software to protect against hackers and viruses. However, none of these methods is fail-safe. In 2002, experts estimated that more than 58,000 computer viruses were in circulation. While leading anti-virus vendors like Norton Utilities allow customers to download virus updates on a regular basis, the continual emergence of new virus codes leaves even the most vigilant businesses susceptible.

When choosing an insurance carrier, be sure to research your options. To get a better understanding of how your risk level appears to insurers, you can request a risk assessment first. This type of evaluation will pinpoint areas that seem particularly susceptible to hackers and viruses. Spend time familiarizing yourself with the language of the coverage different insurers offer. Because Internet insurance is still a relatively new offering, standards have yet to emerge. As a result, you will find significant differences in the level of coverage offered. For example, some companies offer to offset any lost revenues resulting from something like a virus attack, while others will only reimburse lost profits. Knowing exactly what types of damages are covered and to what extent will prevent you from being unpleasantly surprised in the future.

In March 2002, Newsfactor reported ‘‘the damages to small businesses, which can’t afford the downtime or the sophisticated technology experts to keep up with the onslaught, are mounting. Even more disconcerting to the small business operator could be the looming issue of legal liability.’’ Many experts believe that company security measures will be evaluated increasingly in legal terms, and those found lacking could be held liable for putting other systems at risk.


the less tangible threats many online businesses face, such as computer viruses, hackers, or server crashes, can also have a devastating impact on operations, yet these things are quite often not covered by traditional policies.

FURTHER READING Greenburg, Paul. ‘‘AIG Unveils E-Commerce Insurance Plans.’’ E-Commerce Times, January 18, 2000. Available from http://www.ecommercetimes.com.

PROTECTING YOUR INVESTMENT To determine if your business needs Internet coverage, also known as e-commerce insurance or hacker insurance, you need to consider what risks your company faces on a daily basis. Along with considering how something like a server crash or virus could negatively affect your operations, think about the impact those sorts of disasters might have on your customers. A February 2001 issue of BuyerZone.com warned that you may need this type of insurance ‘‘if

Lee, Mie-Yun. ‘‘Internet Insurance.’’ BuyerZone.com, February 18, 2001. Available from http://inc.buyerzone.com. Meder, Robert. ‘‘Insurance Concerns for the E-Commerce Era.’’ E-Commerce Times, October 22, 1999. Available from http://www.ecommercetimes.com. Mochari, Ilan. ‘‘A Security Blanket for Your Web Site.’’ Inc.com, December 1, 2000. Available from http:// www2.inc.com.

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Mochari, Ilan. ‘‘Is an Internet Insurance Policy Right for You?’’ Inc.com, December 1, 2000. Available from http:// www2.inc.com. Winter, Christine. ‘‘How to Protect Your Business Computer System.’’ Newsfactor.com, March 20, 2002. Available from http://www.newsfactor.com.

❚ 40 INTELLECTUAL PROPERTY ONLINE

The digital age has turned the realities of intellectual property (IP) upside down. Computers have made the reproduction of articles, books, music, and images simple and cheap; they can be distributed throughout the world instantaneously and virtually without cost by means of the World Wide Web. Yet, as barriers drop for would-be authors and artists, they also drop for illegal reproduction and distribution of intellectual property produced by others. Thanks to digital technology and the Internet, unlimited numbers of perfect copies of a work can be created and made available 24 hours a day to anyone in the world with access to a computer and the Internet.

CHALLENGES TO PROTECTING INTELLECTUAL PROPERTY IN CYBERSPACE Copyright holders are interested in devising legal and technical means to protect their online IP. This search has created a variety of new challenges for U.S. copyright law, which has tried for over two centuries to balance private and public interests in intellectual property. Under established law, IP producers receive a time-limited monopoly after which the material enters the public domain, where it can contribute to progress in the arts and science. Because of changing technology, intellectual property producers wish to strengthen existing copyright laws to protect their work against digital theft. The alternative they see is the potential disappearance of their market as soon as the first copy is sold. Civil libertarians, librarians, researchers, and consumers, on the other hand, worry that over-strengthening copyrights could lead to sweeping limitations in access to items of the world’s intellectual and cultural heritage. The degree to which existing law applies to the digital realm is just beginning to be established. Legal or not, copying has become an established feature of life online. Recipes are copied from Web sites, articles from online archives, songs in MP3 format, software is downloaded, although the rights to all are owned by third parties. Esther Dyson has

urged IP owners to recognize a fundamental fact: ‘‘Intellectual property that can be copied easily probably will be copied.’’ Still, the right to control copies of one’s work is perhaps the most fundamental right a copyright holder possesses. Here too, though, electronic realities change the rules: in the digital realm merely to access a work is to copy it. Software is copied from the hard drive into memory before it can be run; Web pages are copied from a remote computer to one’s own computer before they can be viewed. At first glance it seems that restricting the right to ‘‘copy’’ would make works completely unavailable to computer users.

BEST DEFENSES Technical solutions provide one answer. For example, downloadable versions of software can be primed to stop working after the demonstration period has elapsed. Other technical solutions are more controversial. IP can be encrypted so that files can be accessed only with permission—which might only be granted following the payment of a fee. Or they might be encrypted so a file can be read, but not printed or saved to disk, limiting the ability to share information with others. The U.S. courts have gradually begun to rule on online IP questions. In 2001 the Napster MP3-sharing network was closed down when an appellate court ruled it had knowingly abetted the illegal copying of thousands of pieces of copyrighted music that were being downloaded on a daily basis. Around the same time, in the Tasini decision, the Supreme Court ruled that the New York Times had to pay thousands of freelance writers whose work for the paper had been licensed without their permission to the Lexis-Nexis database. New laws have been put forward, too. The Digital Millennium Copyright Act, passed in 1998, made it a crime to develop, share or sell technology that circumvents copy-protection technology. As a result, one academic was threatened with prosecution if he even published research about music protection software. Another major piece of legislation, the Consumer Broadband and Digital Television Promotion Act, introduced in the Senate in 2002, would require any distributor of digital media technology to include copy-protection software with it. Another bill, the Collections of Information Antipiracy Act, would provide special protection to online databases. Other U.S. government agencies have begun policy changes on their own without congressional input. The Library of Congress has been an active participant in the issue of Internet radio, while the Patent Office has gradually broadened the focus of patents to include business methods such as Amazon.com’s one-click shopping.

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FURTHER READING

E-COMMERCE AND INTELLECTUAL PROPERTY

Kennedy, Dennis. ‘‘Key Legal Concerns in E-commerce: The Law Comes to the New Frontier.’’ St. Louis, December 2000. Available from http://www.denniskennedy.com/ ecommercedmk1.pdf.

Intellectual property issues affect e-commerce in a variety of ways. Protecting IP has real costs like developing or buying protection technology, and paying lawyers. The costs spread out as competing firms try to imitate successful products without infringing on IP rights. Some companies do without either legal or technical protection, relying instead on innovative business plans to eliminate the need for IP protection altogether. For example, some companies give their software away free-of-charge but sell complementary products or services, such as manuals or service contracts. Some IP conflicts will be difficult to sidestep. For example, as long as there is no internationally binding treaties defining IP rights, they can be flaunted with impunity. A small country, that was not party to any trademark treaties, for example, could permit a computer company to use the Microsoft trademark and broadcast its advertising around the world via the Web. IP online poses many formidable problems. Laws vary from nation to nation, but the Internet spans the globe. As information gluts the Web, it becomes harder to distinguish what is reliable and legal in a given context. In the end, many IP producers—writers, musicians, photographers, artists—will have to come to terms with the competing desires to see their work distributed and to be paid for it, in a vast forum of tens of thousands, if not millions, of other creators. As Esther Dyson has written, ‘‘Our old ideas about intellectual property are going to be revised in a world where content is abundant and rich people’s attention is increasingly scarce.’’

Adler, David. ‘‘Legal Aspects of E-commerce.’’ Workz.com, May 31, 2000. Available from www2.inc.com/search/ 19706.html. Dyson, Esther. ‘‘Intellectual Property on the Net.’’ New York: EDventure Holdings, 1994. Available from www.t2v.com/rilw/docs/dyson.html. Goldstein, Linda A. ‘‘The Game of Risk: How to Succeed.’’ Digitrands.net, May 3, 1999. Available from www.digitrends.net/marketing/13638_8684.html.


Databases represent an important laboratory for online IP. Their digital contents can be accessed by libraries and other users who have purchased a license to do so. The license, however, can defeat the purpose of the library or archive as a repository of intellectual and cultural records. When library buys a book, it owns it as long as the book lasts; when a database subscription lapses, the institution retains nothing except computer screens. Any archiving of a database’s digital holdings is usually prohibited without the provider’s authorization. Licensing transforms intellectual property from a non-virtual product to a digital service. Furthermore, a licensing agreement is a private contract over which the public has no control. It can omit elements of copyright law intended to serve the public, such as the fair-use clause, a portion of copyright law that permits limited reproduction of copyrighted materials when specific criteria are met.

Gross, Robin D. ‘‘9th Circuit Napster Ruling Requires P2P Developers Ensure No One Misuses Their Systems.’’ San Francisco: Electronic Frontier Foundation, 2001. Available from http://www.eff.org/IP/P2P/Napster/ 20010226_rgross_nap_essay.html. ‘‘Intellectual Property and Digital Technology.’’ Palo Alto, CA: Computer Professionals for Social Responsibility, 2002. Available from http://www.cpsr.org/program/ip/.

Kennedy, Dennis. ‘‘Ten Key Legal Concerns in E-commerce Ventures and Contracts.’’ LLRX.com, December 1, 2000. Available from www.llrx.com/features/ecommerce.htm. National Academy of Sciences. The Digital Dilemma. Washington: National Academy Press, 2000. Available from http://www.nap.edu/html/digital_dilemma/. ‘‘Wiggins, Richard. The Tasini Decision: A Victory for No One.’’ LLRX.com, August 15, 2001. Available from http:// www.llrx.com/features/tasini.htm.

❚ 41 INTERNET JOB CREATION

Finding qualified employees proved difficult in the boom economy of the late 1990s. One of the industries hardest hit by the scarcity of job candidates was information technology (IT). Not only were established IT firms competing with each other for the best employees, they also faced competition from a slew of dotcom upstarts, which were able to attract talent by offering lucrative stock options and the chance to work with cutting-edge technology in a casual environment. In the early 2000s, however, the bankruptcies of numerous dot-com firms, coupled with a weak economy, helped to fuel unemployment, particularly in North America. As a result, businesses of all kinds found it easier to recruit a growing pool of IT candidates, particularly those experienced with e-commerce. 61

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According to Tracy Tang in a July 2001 article in Entrepreneur, savvy business owners could make the most of this sudden shift in the e-commerce sector by using online recruitment sites like Monster.com. ‘‘These unemployed workers are flocking to the Web to find you—and you should, too, to find experienced employees for your Web business.’’ Along with posting a database of resumes that you can search, many employment sites also offer additional services. For example, Monster.com serves businesses looking to fill a position quickly with a ‘‘Post Your Job Now’’ option that offers to instantly post a job opening and leave it up for 60 days for $305. The firm also offers job description templates to help users craft the job advertisements that will be most likely to help them attract the best candidates for a position. Other services include a job distributor that posts your opening on specific career sites and an automated screening system that queries applicants and analyzes the results to pinpoint those most qualified for a job. Despite the weak economy, or perhaps because of it, not all Internet-based ventures found it easy to attract talent in the early 2000s. The stock market remained sluggish, which meant dot-com start-ups could no longer offer attractive stock-option packages. In addition, many dot-com employees who found themselves out of a job after the dot-com meltdown sought more stable employers. At the same time, because investors demanded profitability, many of the dot-coms that did survive found that they could no longer offer the generous expense accounts and casual work environments that used to attract many IT workers.

FINDING CANDIDATES If you’re looking to find new employees for an ecommerce venture, you can go about it in several ways. You can simply outsource the entire process to a recruiter, who will supply you with resumes and other materials for qualified candidates. Some even offer interviewing services. Another choice is to handle recruitment in-house, placing advertisements in the classified sections of newspapers and industry journals and visiting college job fairs. A cheaper option often is to make use of online job boards such as Monster.com and Hotjobs.com. According to Tang, hiring an employee by traditional recruiting methods costs, on average, eight times as much as hiring over the Internet. While the large job boards certainly attract many job seekers, there are drawbacks to posting your opening where millions of prospects might see it. Some employers complain about being overwhelmed with responses. If you would rather narrow your audience, many smaller, focused job sites exist. If you are not sure about where to find them, AIRSDirectory.com

is one source. The site’s job boards allow you to search by industry and by geographical area. Selecting the ‘‘Technical’’ category and the subcategory of ‘‘Web’’ produces a list of sites that post Web-related jobs. Along with simply listing various sites, the AIRS site also indicates the specific industry focus of each site, the geographic area covered by each site, whether or not the site posts resumes, and if there is a charge for accessing its information. For example, both ComputerJobs.com and EcommerceEmployment.com are fee-based sites that focus on e-commerce and post job seekers’ resumes. The International Web Designers Database is a free site that specializes in design skills and also posts resumes.

CHOOSING EMPLOYEES When selecting potential employees for interviews, experts recommend that you pay close attention to the corporate culture of the companies where they were previously employed. Candidates who have worked in highly conservative and structured environments might have a hard time adapting to a position with, for example, a more flexible business that expects employees to handle multiple tasks that can change frequently. However, if the reason a person left such an environment was to find something more flexible and dynamic, he or she might prove to be a good fit. Also, keep in mind that e-commerce technology continues to change at a rapid pace. Candidates who have demonstrated an ability to learn new skills quickly may prove to be a good choice even if they lack experience with a certain type of technology. This is particularly true of prospective employees with personalities that would fit well with your day-to-day work environment. While finding employees with the skills you need is certainly an important aspect of recruitment, many human resource experts assert that finding the personalities that will thrive in your corporate culture is equally significant.

FURTHER READING Grant, Elaine X. ‘‘Can Dot-Coms Still Attract the Best and the Brightest?’’ E-Commerce Times, March 11, 2002. Available from http://www.ecommercetimes.com. ‘‘A Top Notch Resource.’’ Suite 101, December 31, 2001. Available from http://www.suite101.com/8774/88076. Tang, Tracy. ‘‘Finding Employees for Your e-Business.’’ Entrepreneur, July 30, 2001. Available from http:// www.entrepreneur.com.

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LEGACY SYSTEMS, PROCESSES, AND PEOPLE

Legacy systems are older computer systems, such as mainframes, that businesses have invested substantial resources in. Businesses contemplating upgrading from a legacy system to an Internet-based system must consider not only the cost of the new technology itself, but also expenses related to revamping its processes and retraining its staff. Quite often, a complete overhaul of a legacy system is unnecessary as several software vendors have developed applications that add Internet functionality to legacy systems. In some cases, business might opt to purchase a new system that is able to import data from a legacy system. The options for upgrading legacy systems continued to grow in the early 2000s, particularly as the economy weakened and businesses proved less willing to spend money on new technology. Companies of all kinds looked for cost effective ways to squeeze the performance and integration they desired from their existing technology. As a result, software vendors increased their offerings of products that helped businesses modernize existing systems. If you are planning to take on such a task for your business, you will find it worthwhile to research what is proving to be a multitude of modernization choices.

TYPES OF LEGACY SYSTEMS AND APPROACHES TO INTEGRATION In the early 1990s, many major corporations began upgrading their legacy mainframe systems with the new client/server-based enterprise resource planning (ERP) systems developed by industry leaders like SAP AG, PeopleSoft Inc., and J.D. Edwards & Co. Traditionally, these proprietary ERP systems linked the legacy accounting, human resources distribution, manufacturing, and other back-end business processes that do not directly involve customers for businesses of all sizes. In the late 1990s, ERP vendors also began working to include in their system the front-end business processes that do involve customers, such as customer relationship management, supply chain management, and e-commerce. When the Internet began to replace client/server platforms, ERP firms began working to enable their technology to operate via the Web. Although some industry experts believed that the Internet’s growing dominance as a business platform would render the $20 billion ERP industry obsolete, others believed that ERP and e-commerce technology vendors would likely work together to create new e-business applications. As client/server ERP systems were growing in popularity in the 1990s, a new technology emerged known

as enterprise application integration (EAI). This technology increased the amount of integration that could take place between different applications and databases. Many businesses in the late 1990s found themselves operating not only ERP systems, but also customer relationship management (CRM) systems, portions of legacy systems, and others. And in cases when companies merged, two proprietary ERP systems needed integration. EAI companies offered products that facilitated this type of integration, as well as products that integrated legacy systems with the Web.


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Companies that sell products designed to enhance legacy systems include WebMethods, BEA Systems, and Tibco Software. BEA, for example, sells distributed processing system Tuxedo and application server WebLogic, both of which allow legacy systems to handle Web-based applications. Upstart Jacada offers Java-based technology that ‘‘allows companies to layer a Web interface on an old mainframe application at a cost of a few hundred thousand dollars, rather than the few million it could take to strip out and rewrite the old system for the Net,’’ writes Business Week columnist Amey Stone.

IMPLEMENTING LEGACY UPGRADES Beyond simply putting new technology in place, however, upgrading a legacy system also means convincing employees comfortable with the legacy system to embrace the new technology and the impact it will have on their daily tasks. To move from a legacy system to an Internet-based system successfully, you will need an employee base that is open to change. According to an April 2002 issue of Business Week, ‘‘creating an atmosphere in which change becomes the norm is often more crucial than the technology itself, analysts say.’’ If at all possible, cultivate this attitude well before a major implementation of new technology by actively teaching your employees how to deal with change. One way to do this is implementing small changes leading up to a major change. Along with accepting change, your employees must also be capable of learning new skills. Using in-house employees when upgrading your computer system and processes is not your only option. You might also hire new information technology (IT) employees or outsource certain tasks. Having a specified leader, whether this person is an existing employee or a consultant of some sort, heading up your system overhaul is also recommended by many analysts.

FURTHER READING ‘‘The Cultural Key to Net Gains.’’ Business Week, April 15, 2002. Available from http://www.businessweek.com.

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Rooney, Paula. ‘‘BEA Systems: Ready for Its Close-upSolution Providers Applaud This Pioneer’s Methods of Linking Legacy Data with Web Projects.’’ Computer Reseller News, June 12, 2000. Stone, Amey. ‘‘A ‘Beacon’ in the B2B Wasteland.’’ Business Week, December 21, 2000. Available from http:// www.businessweek.com. ———. ‘‘Keeping Legacy Software Alive.’’ Business Week, June 14, 2001. Available from http://www.businessweek.com.

The online relationship between retailer and customer poses other questions:

T Does electronic delivery of a product (software, for example) satisfy the seller’s obligation the same way a material product sold in a store or by mail does? T How should international e-tailers deal with local or national laws that affect, possibly even prohibit, their products? T How can buyer complaints be redressed when purchases are made online?

❚ 43 LEGAL CONSIDERATIONS OF ECOMMERCE

In e-commerce, as in traditional business, laws establish norms of conduct which promote honesty and fair play and provide methods for addressing disputes. E-commerce’s technological, organizational, and commercial innovations have also introduced new legal problems that existing business laws don’t cover. For example, the contracts, facilities, and even products of e-commerce frequently exist only in the virtual realm. Electronic business crosses state and national borders effortlessly and invisibly, introducing jurisdictional, tax, and international trade problems. Further complicating matters, e-commerce technology can change so quickly that new laws are left quickly obsolete. E-commerce’s new business structures raise a number of unique legal questions. Traditional businesses perform most functions in-house, including production, marketing, sales, order fulfillment, warehousing. E-commerce, on the other hand, relies more on outsourcing—contracting out many essential business activities to third parties. Outsourced activities might include any or all of those listed above as well as others unique to e-commerce, such as Web site development and Web hosting. Outsourcing eliminates many traditional employment agreements and relationships, substituting short-term contractual agreements. Besides breeding a different kind of commercial-personal relationship, outsourcing created a business culture in which more than ever outsiders are intimately involved a business’s affairs and may even have competing stakes in it. The issues include:

T Controlling contractors’ use of customer data T Determining property rights to the company’s Web site when outside developers and contract operators are involved T Negotiating and enforcing confidentiality agreements with outside contractors

IMPORTANCE OF CONTRACTS

In the absence of established law, e-commerce must depend heavily on contracts to clarify such questions and bring a degree of certainty to business. The best contracts will be exhaustive ones that cover as many contingencies as possible, spelling out responsibilities, rights, and a method of dispute resolution. The best e-commerce contracts, some experts anticipate, will eventually provide the basis for new ecommerce law. Because e-commerce is still evolving, in practice there is no such thing as a boilerplate ecommerce contract. Nearly all are drawn up with a view to the unique features of a particular deal or relationship.

TERMS-OF-USE AGREEMENTS A notable exception is the contract governing the use of an e-commerce Web site. These contracts— usually included as a separate page of a Web site— serve a variety of purposes, including defining and limiting the liability of the Web site owner and setting terms of sale. Frequently they are drawn up so use of the site implies acceptance of the terms, but as with much in e-commerce law, courts do not necessarily enforce these clauses. To increase their enforceability, some Web site operators require users to click an ‘‘I accept’’ button under the contract’s terms or to indicate acceptance even more clearly by typing the words ‘‘I accept.’’ Without such an explicit agreement, a key to making Web site contracts binding is stating prominently—preferably on the opening page—that use of the Web site is governed by certain terms and restrictions. Those terms can then be listed on a legal page.

LEGAL PAGES An effective e-commerce legal page includes certain key elements:

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Since e-commerce is to a large extent based on such ‘‘paperless contracts,’’ it is expected that these virtual contracts will eventually be upheld as binding.

Another troublesome issue is the elastic use of the term ‘‘partner’’ by e-businesses. ‘‘Strategic partner’’ is a buzzword that can mean anything from a partner in a formal joint venture to a company who has allowed its name to be used in advertising. Nearly all of these uses, however, are very different from the established legal term ‘‘partner’’ which under partnership law carries with it a set of specific responsibilities and liabilities which most ‘‘strategic partners’’ would be unwilling to shoulder.


T Terms of sale, including return and refund policy, delivery and return information, technical or customer support information, and possibly an option for customers to reject the terms T Copyright and trademark notices informing visitors that their right to use material on the site is limited by law T Disclaimers of responsibility for errors and omissions on the site, such as typographical errors, outof date information, pricing errors T Disclaimers of implied warranties which reduce a merchant’s liability for product performance T Limit of liability for the damages visitors can claim, for example, for profits lost as a result of use of information posted on Web site T Disclaimer of responsibility for material posted at linked Web sites T Guidelines for online behavior, for example the posting of material that is obscene, libelous, or in violation of copyright, trademark, or other proprietary rights T Privacy policy indicating how customer information is used and shared

A separate problem is when cash-poor dot-coms use stock or stock options to pay for goods and services. In the wake of the partial collapse of the dotcom economy such practices are not as common as they once were. However, it is likely they are in violation of securities law. E-commerce is such a fundamentally new and different way of doing business that many of the legal forms needed to regulate it have not yet been invented. The questions for both lawmakers and business people are: To what degree can laws devised for traditional, bricks-and-mortar business be adapted for the new economy? Where established law is inappropriate, how can new legislation be devised that is comprehensive and fair for both businesses and consumers? As e-commerce evolves, so must answers to these questions.

FURTHER READING

DOMAIN NAMES Domain names, one of the most valuable assets of an e-company, are one area where e-commercespecific laws have been put on the books. Early in the rise of the Internet, so-called ‘‘cybersquatters’’ registered potentially valuable domain names, often the names of established large companies, and sat on them until the company paid for them. Cybersquatting was made illegal. A company with a trademarked name now has a stronger legal claim to a related domain name than do others. There are still questions: If companies in two industries have the same name, which is more entitled to the domain name? Should domain names be covered under property law as ‘‘virtual property’’?

Adler, David. ‘‘Legal Aspects of E-commerce.’’ Workz.com, May 31, 2000. Available from www2.inc.com/search/ 19706.html. Goldstein, Linda A. ‘‘The Game of Risk: How to Succeed.’’ Digitrands.net, May 3, 1999. Available from www.digitrends.net/marketing/13638_8684.html. Kennedy, Dennis. ‘‘Key Legal Concerns in E-commerce: The Law Comes to the New Frontier.’’ St. Louis, December 2000. Available from http://www.denniskennedy.com/ ecommercedmk1.pdf. ———. ‘‘Ten Key Legal Concerns in E-commerce Ventures and Contracts.’’ LLRX.com, December 1, 2000. Available from www.llrx.com/features/ecommerce.htm.

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OTHER CONCERNS Other legal problems in e-commerce persist. Online exchanges—Web sites used by groups of companies in an industry to secure volume prices on supplies and services, sell equipment, post prices, and exchange information—raise serious as yet unaddressed antitrust questions. For example, is information-sharing on exchanges anti-competitive behavior?

LIMITATIONS OF ONLINE ENTERPRISES

When planning an online business, many entrepreneurs focus on the advantages the Internet offers, like its wide reach and easy accessibility. Even though early concerns about online transactions—the reliability of Internet connections, customers’ willingness 65

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to use credit cards online, and processing returned merchandise—have largely been resolved, limitations still exist, some universal and some company- and industry-specific. As a result, entrepreneurs must consider potential disadvantages of online operations as they plan their businesses. One of the Internet’s biggest shortfalls is that online shoppers can’t pick up, touch, and try on products. Keep this in mind when deciding what to sell online. Quite often, sized items like clothing and shoes can pose a problem, although several online retailers have done so successfully by devising creative solutions to the problem. For example, Landsend.com built a feature called Your Personal Model that allows users to enter their physical dimensions and view pictures of what a person their size and shape might look like in certain clothing. The site also offers Outfits Online, a tool that allows an online customer coordinate 4,750 different outfits; this feature capitalizes on Internet technology to offer services beyond what a customer might be able to do in a physical store. If you are planning to sell a product on the Web that appears, at first glance, better suited to a retail store, you will likely have to do more than simply offer the merchandise for sale online. Automobile manufacturers like Ford Motor Co. and General Motors Corp. struggled to sell cars online in the late 1990s early 2000s. According to a January 2001 issue of E-Commerce Times, ‘‘that automakers and dealers are offering a new way and place to buy a car is not enough to drive online sales.’’ After realizing this, Ford and GM began exploring incentive programs for online shoppers, ‘‘banking on convenience and innovation to assuage consumer doubts about buying cars online.’’ Both automakers began experimenting with programs that would allow customers to place customized orders for vehicles via the Internet and receive delivery at their homes within two to three weeks. One reason it’s difficult to sell large, expensive merchandise such as automobiles and furniture online is the logistics involved in getting the product to the customer. While offering free shipping might entice shoppers to make a purchase, you may find yourself unable to turn a profit without passing these costs along to your customers. At the same time, you might find consumers unwilling to pay costly shipping charges for something like furniture when retailers in their area are willing to deliver it for free. Many analysts believe the best products to sell via the Internet are those that can be easily shipped, for instance, books and CDs. Along with modest packaging and shipping costs, customers have the added benefit of knowing exactly what to expect when they order such a product. While smaller products like jewelry and wine might also seem reasonably easy to ship, keep in mind that costs tend to rise for products that are more valuable, fragile, or perishable.

These limitations are not insurmountable, but they are issues you must be aware of and able to overcome profitably. For example, the leading grocery chain in the United Kingdom, Tesco, circumvented delivery problems by creating a new service that allows customers to order and pay for groceries online. But rather than handle the logistics of scheduling the delivery of perishable items, Tesco asks customers to pick up their own groceries, which have been gathered and bagged for them. According to a March 2002 issue of E-commerce Times, this service ‘‘saves huge amounts of time for many customers and carries negligible infrastructure costs for the company because it makes use of existing stores.’’ Also keep in mind that the Internet marketplace grows increasingly competitive every day. If you are planning to sell a product offered by many online businesses, such as electronics, you will face intense competition. To see if this limitation exists for your business, you can conduct a few simple searches on the product or products you are planning to sell. Are a large number of businesses selling the same products online? Are the businesses selling those products large corporations that will likely be able to purchase stock from manufacturers less expensively than a smaller rival? If the answer to either of these questions is yes, you will need to decide if it is possible to differentiate yourself and devise strategies for doing this. Inc.com writer Chris Malta recommends selling ‘‘the products people use but don’t find every time they open a Web browser.’’ Whatever products or services you decide to offer online will likely face certain limitations, and recognizing these issues will allow you to develop more effective business strategies. FURTHER READING Greenburg, Paul. ‘‘Cars Online: Miles to Go Before They Sell.’’ E-Commerce Times, January 31, 2001. Available from http://www.ecommercetimes.com. Friedman, Mitchell. ‘‘Building Trust Online.’’ Inc.com, September 28, 2001. Available from http://www2.inc.com. Hirsh, Lou. ‘‘What Sells Best Online.’’ E-Commerce Times, March 4, 2002. Available from http:// www.ecommercetimes.com. Malta, Chris. ‘‘What Products Should I Sell?’’ Inc.com, July 13, 2001. Available from http://www2.inc.com.

❚ 45 M-COMMERCE

Although there are some questions pertaining to landscape, technology standards, and the ultimate

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T Travelers. The value proposition of M-commerce has a high correlation with the needs of business travelers, and therefore the business travel segment will be the first to adapt to the M-commerce trend. Naturally, those people who are away from their ‘‘permanent’’ environment will appreciate the need to stay in touch, receive information, and conduct transactions while on the road. T Techies. As a group, Techies cut across demographic lines. Yet, they have one major attribute in common: the urge to acquire and explore new technologies. To attract these customers, you neet to demonstrate why your particular m-commerce service will be both useful and exciting.

MAPPING OUT THE EARLY M-COMMERCE MARKET The demographic and lifestyle profile of the Mcommerce early adapter, according to the Cap Gemini Ernst & Young Center for Business Innovation, will include the following elements:

As an infant technology, there are few tried-andtrue revenue models to base your business on, but a few models were emerging in the early 2000s that seemed poised for stability.

T Young. The range of ages vary according to the analysts, but in general it will be people in their twenties and thirties who drive M-commerce in its early years. T Active and mobile. The more active the person, the more likely he or she is to use M-commerce. In particular, this includes mobile professionals. T Higher income. New technology tends to be relatively expensive in the introductory stage of its cycle. Therefore, it is reasonable to assume that early adapters will have higher than average incomes to acquire it. Over time, however, the price of the technology will go down, and as a result, people with lower incomes will be able to acquire such technology. A successful M-commerce strategy will try to jump on the emerging market, but with an eye toward long-term stability. T Risk takers. New technology can be intimidating to the average person. Especially in its early stages when it is still complex and not optimally user friendly. Therefore, a characteristic of the early adapters will likely be a high degree of risk taking in terms of trying new technologies.

FOCUS ON MOBILE PROFESSIONALS AND ‘‘TECHIES’’ There are two groups of people that were identified as target markets more then any other groups:


M-device, it is clear that for those companies that are involved in the process, M-commerce is going to be a reality, and sooner rather than later. Overall, there is a fairly clear sense of direction on the purpose, benefits, technology, and markets associated with M-commerce. M-commerce is going to be a global practice, yet in different parts of the world it might take different shapes. Younger, active, mobile, and higher-income people are likely to be the first to experiment with M-commerce, they are being targeted by M-commerce companies. Moreover, travelers and mobile professionals are at the forefront of this market segment. Money can be made from M-commerce providing that companies apply lessons learned from the introduction of e-commerce on the Internet. The focus should be on value added rather than on discounts and freebies.

REVENUE MODELS FOR M-COMMERCE

One type of revenue model is push advertising. Advertising revenues can become a valid revenue model providing that it will be used in a localizedshort-wave environment. For example, when a customer is in a regional area utilizing your particular m-commerce service, he or she could receive an ad or coupon for a local restaurant, and directions for how to get there. A different revenue model involves a transaction fee. iMode of Japan charges users a transaction fee whenever he or she plays a game on their mobile device. Transaction fees will take the form of ‘‘micro payments,’’ whereby a charge is applied to the customer only for what he or she uses. Thus, if a user plays a game for ten minutes, they will be charged only for those ten minutes.

M-COMMERCE STANDARDS Many of the wireless protocols and platforms that exist today are suitable to serve as a standard platform for M-commerce. Nevertheless, the many entities (carriers, device makers, enablers, etc.) can’t agree on which standard to adopt. This is the main reason North America is lagging behind the European Union and the Asia-Pacific region in its ability to provide advanced M-commerce applications. In the meantime, it becomes slightly risky for your company to dive too strongly into any particular form of m-commerce service that utilizes one or another protocol or platform, as the standardization of others may render your service oboslete. 67

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M-COMMERCE SERVICES It seems that M-commerce services will be introduced in stages. The first stage will be the informationbased services, which are relatively easy to implement because they do not require the infrastructure and sophisticated technology needed to purchase actual goods through mobile devices. Purchasing of goods and e-cash functionality will follow at a later stage. Information-based transactions, rather than purchase of tangible items, will be the first to reach critical mass on mobile devices. These informationbased transactions include messaging, usaully short messaging and e-mail involving pagers or mobile telephones; limited financial information, such as up-tothe-minute stock-trading or bank-account information; and travel-related information, such as flight schedules, weather reports, directions to specific destinations, along with the ability to review and modify travel itineraries.

CUSTOMER PRIVACY Protecting and respecting the privacy of consumers is a major issue in e-commerce, and was in fact an imediment to faster e-commerce growth in the 1990s and early 2000s. On the one hand, m-commerce service providers need to know where customers are at any given time in order to provide effective locationspecific information based on that knowledge. On the other hand, providers must be careful not to project an image of intrusiveness. Wireless providers will have to find ways to give consumers almost total control over their degree of privacy. Security, quality, and ease of use will have to find the right balance.

The Cap Gemini Ernst & Young Center for Business Innovation. ‘‘Scanning the Future,’’ 2001. Available at http:// www.cbi.cgey.com/cgi-bin/pubs.plx?sort=topic. WizBizWeb, LLC. ‘‘Interviews with M-commerce Executives,’’ 2001. Available by request from http:// www.wizbizweb.com.

❚ 46 MANAGING CHANGE

The Internet revolution of the late 1990s challenged the change management capabilities of businesses of all kinds. Many existing companies began to develop Web sites as marketing tools, while others began to sell their products and services via the Internet. Some companies even abandoned their ‘‘bricks-and-mortar’’ operations altogether to focus solely on online activities. In addition, dot-com companies like eBay, Amazon, and Yahoo! began to garner significant attention as their Web traffic exploded and stock prices soared. When the dot-com industry began to collapse in 2000 and the North American economy weakened, many of the firms that had wholeheartedly embraced Internet technology were forced to scale back their ecommerce operations and rethink management strategies. At the same time, however, the Internet continued to present opportunities for companies able to identify and serve various niche markets. The businesses that proved the most nimble at responding to these rapidly evolving market conditions tended to be more successful than those that struggled to implement changes.

SELLING YOUR M-COMMERCE SERVICES The main value proposition of M-commerce in the short run isn’t the type of features or services that it provides, but its ability to provide these services to people while away from the home or office. M-commerce provides value added in the form of greater time efficiency, which is a strong proposition these days. Time is the single most precious commodity, and M-commerce is one way people can utilize their time more efficiently. Thus, you should position your m-commerce services in such a manner that it highlights these key advantages, rather than trying to compete in the m-commerce realm directly on the turf of established e-commerce services.

CHANGING STRATEGIES The e-commerce industry remains a highly unstable one. Whether you are creating a brand new online business, simply developing a Web site as a marketing tool for your existing business, or planning to offer your existing products and services via the Internet, the one thing you can be certain of is continual change. To best handle the volatility of the e-commerce arena, you should consider carefully how the rapid pace of change in this industry will impact the following activities:

T Developing and modifying a business strategy T Training employees

FURTHER READING Bluetooth. ‘‘The Official Bluetooth Web site,’’ 2001. Available at http://www.bluetooth.com.

T Adopting new technology T Handling customer relationships

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To create an effective e-commerce strategy, you must first develop goals. What do you wish to achieve via online operations? You should decide why you are going online and what benefits the Internet can provide to your business. You also need to identify your target market. Are you going to target existing customers or try to attract new ones? Other topics to consider include advertising methods, competition, and market conditions. One of the most important, and often overlooked, issues in developing an effective ecommerce strategy is how to manage change. A small business might follow a business strategy that proves successful during the first year of operation yet becomes obsolete shortly thereafter. A study done by Andersen Consulting and the Economist Intelligence Unit in July 2000 predicts that by 2005, more than half of Web-based initiatives will operate on plans that last no longer than 12 months, a practice that forces companies to revisit their strategies on a regular basis. At the same time, however, implementing too many changes can exhaust both employees and management. Being able to link planned changes directly to concrete goals is a key component of effective change management, as is the ability to clarify exactly how changes are going to be implemented.

EGY.

The most successful e-commerce ventures have employees who are open to change and able to learn new skills quickly. If, for example, your company has decided to sell products online for the first time, employment issues to consider include deciding whether to use existing staff, hire new information technology (IT) employees, create new departments, or outsource related tasks. In each case, employees must be able to work effectively in a continually evolving environment that might include having to work with new short-term independent contractors or taking on new responsibilities themselves.

TRAINING EMPLOYEES.

No matter how many individuals you employ, or plan to employ, their ability to adapt to new technology is crucial. As your company grows, the adoption of new technology will likely prove critical. In some cases, this might mean upgrading from an analog modem to a high-speed Internet connection. In other cases, you might decide to begin utilizing wireless technology. To manage changes like these effectively, you will need employees willing and able to undergo necessary training. While finding qualified IT employees proved difficult in the late 1990s, by the early 2000s, the bankruptcies of numerous dot-com firms had helped to fuel unemployment, particularly in North America. As a result, businesses found it easier to recruit individuals used to working in a fast-paced, high-technology environment. According to Tracy Tang in a July 2001 article in Entrepreneur, savvy business owners could take ADOPTING NEW TECHNOLOGY.

advantage of this abrupt change in the e-commerce landscape via online recruitment sites like Monster.com. ‘‘These unemployed workers are flocking to the Web to find you—and you should, too, to find experienced employees for your Web business.’’ Change management is also important to consider while devising customer service strategies. As Web consumers demand higher levels of customer service, enterprises that offer products and services online must be able to quickly and effectively respond to customer demands. Businesses with effective change management practices in place will find it easier to adapt to evolving demands and run less risk of losing customers. According to Jeff Pulver, an E.phiphany business development executive quoted in an October 2001 issue of CRMDaily.com, companies ‘‘must undergo a transformation that places the customers at the center of all activity. Core business processes must be reconfigured to reflect the new strategy.’’ To make such a change, businesses must change with the needs and wants of their clients, and how they manage this change is crucial to their success.

CUSTOMER RELATIONSHIP MANAGEMENT.


DEVELOPING AND MODIFYING A BUSINESS STRAT-

FURTHER READING Enos, Lori. ‘‘Study: CFOs Not Ready for E-Commerce.’’ ECommerce Times, 26 July 2000. Available from http:// www.ecommercetimes.com. Hendricks, Mark. ‘‘Don’t Go Changing.’’ Entrepreneur, March 2000. Available from http://www.entrepreneur.com. McDonough, Dan. ‘‘How CRM Can Save the Economy.’’ CRMDaily.com, 22 October 2001. Available from http:// www.crmdaily.com. Tang, Tracy. ‘‘Finding Employees for Your e-Business.’’ Entrepreneur, 30 July 2001. Available from http:// www.entrepreneur.com.

❚ 47 MANAGING AND EVOLVING A GLOBAL PRESENCE

When the Internet began to evolve into a medium for commerce in the 1990s, businesses gained access to a new international marketplace. A simple Web site could bring together buyers and sellers from all over the world. Some industry pundits predicted the Internet would break down the last barriers to a truly globalized market across nearly all industries. 69

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Indeed, the rise of e-commerce did help to foster the globalization of many markets. However, despite certain gains globally, the majority of online buyers lived in the United States. In fact, the United States accounted for nearly 75 percent of global e-commerce in 2000. And while e-commerce become more commonplace in Western Europe and Japan in the early 2000s, online shopping had yet to take hold in many less industrialized parts of the world. The reasons ranged from weak economic conditions and the lack of necessary technology to cultures and traditions that place less emphasis on consumerism. Still, industry analysts predict e-commerce will continue to grow and reach new parts of the world, albeit at a slower pace than many had previously anticipated.

INTERNATIONALIZE YOUR SITE Opportunities via the Internet do exist for small businesses wanting to expand their borders. Globalization experts recommend that a business first ‘‘internationalize’’ its Web site and then localize versions of it for each culture the company plans to target. According to Inc.com writer John Mulligan, internationalizing a site means preparing it for translation into different languages. If you have yet to design your site, it may be worthwhile to spend time and money up front to ensure that it will be able to handle multiple languages, even if you do not plan to expand internationally for several years. Creating an internationalized site from scratch is typically much less expensive than changing an existing site to handle international operations. If your site design is being done in-house, you will need to consider how formatting and wording will impact translation. If you are outsourcing, be sure to select a designer experienced in creating international sites.

LOCALIZE YOUR SITE Once your site is internationalized, you can turn your focus to localization, which means modifying your site to the extent that it ‘‘takes into consideration cultural and linguistic conventions, translation, changes in graphics, adaptation of documentation, resizing of dialog boxes, resolution of hot-key conflicts (hot keys are keys or key combinations that cause some function to occur in the computer), quality assurance of user interface, etc.—all geared to a specific country,’’ says Mulligan. To gain an understanding of how other online companies have localized operations, you can visit their sites and look at how the pages are linked together and how similar or different the design is for each page targeting a different country. Along with ensuring that your site will function in different countries around the world, you must also

consider how your site will be received by different cultures. Many countries, including Germany, the United Kingdom, and Japan, use credit cards less frequently than the United States. If credit cards are the only type of payment your site accepts, you will reduce your prospects in certain areas dramatically. Also think about what kind of an impact various graphics, like flags and symbols, will have on potential customers. Even color can be an issue. Some cultures associate certain colors with things like death or war.

PLAN FOR LEGAL REQUIREMENTS Selling merchandise abroad can also be complex from a legal standpoint. Even the most diligent efforts to understand laws related to things like taxes can leave a business owner uncertain, or simply unaware, of his or her legal obligations. For example, some countries do not allow online businesses to use ‘‘cookie’’ technology to track visitors, a common practice for Web-based operations in the United States. Other countries do not allow the sale of certain controversial products, an issue plaguing Yahoo!, which came under fire in the early 2000s for selling Nazi-related merchandise to customers in France. According to Global Cyberspace Jurisdictional Project chairman Thomas Vartanian, as quoted in a November 2001 issue of E-Commerce Times, ‘‘The problem is that there are an infinite number of laws that might be applicable to any given Web site, and most of them you don’t even know about.’’

LOCALIZATION SERVICES One option for small business owners wanting to localize their site for specific country is to hire a localization service, such as Accurate Translation or Excel Translations. Firms like these will not only help you to translate your Web site and modify it to make future translations easier, they will also help you ensure that your site appeals to the culture you are targeting. Many localization experts also understand the legal issues surrounding international sales from one country to the next and can help you avoid pitfalls. However, services like these, particularly translation, can be quite costly, so you should weigh the pros and cons of globalization before investing considerable resources in such an effort.

FURTHER READING Dysart, J. W. ‘‘Going Global.’’ Entrepreneur.com, May 1, 2000. Available from http://www.entrepreneur.com. Mulligan, John. ‘‘Internationalize So You Can Localize Successfully.’’ Inc.com, May 19, 2000. Available from http:// www2.inc.com.

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Alternatively, if you’re trying to persuade the stereotypical adoption laggard, your message should suggest stability, value, and utter simplicity.

Prather, Michelle. ‘‘Global Consumers May Be Too Scared to Buy From Your Site.’’ Entrepreneur, August 2001. Available from http://www.entrepreneur.com. Vigoroso, Mark W. ‘‘E-tailers: Globalize with Caution.’’ ECommerce Times, November 2, 2001. Available from http:// www.ecommercetimes.com.

❚ 48 MANAGING INDUSTRY LIFE CYCLES IN E-COMMERCE

If you have ever stopped to consider why almost every tube of toothpaste is offered as a solution for ‘‘tartar control’’ or ‘‘whitening’’ or otherwise ‘‘improved,’’ you may have formed some ideas about product and industry life cycles. The idea of a life cycle, a time spanning from a product’s earliest purchases to its maturation and decline, is considered conventional wisdom in consumer-product marketing. Companies like Procter & Gamble, which sells a great deal of toothpaste, have made manipulating life cycles and new product introductions a core of their business strategy. The basic idea behind a life cycle is that every product (or, an industry as a collection of related products) goes through a series of adoption stages. The most common model of this process, proposed as early as the 1960s, contains five successive stages of buyers: innovators, early adopters, early majority, late majority, and laggards. Majority here refers to share of the possible market for the product, which is not the same as the entire population of consumers or businesses. These adopter categories were first coined by sociologist Everett M. Rogers in his 1962 classic Diffusion of Innovations and have been widely cited in marketing texts and business publications ever since. The next assumption in life cycle theory is that buyers act differently at each stage. Innovators are commonly thought to be affluent and to purchase out of sheer curiosity or whim. At the other end of cycle, laggards are thought of as less affluent and highly risk averse, motivated more by what they perceive as the practical uses of the product. If you’re a marketer, your strategy is to convey the appropriate messages to each group depending on who is most likely to buy at the current stage of the cycle. If your product is new and you’re targeting innovators, for example, your marketing would be flashy and would emphasize the path-breaking creative aspects of your product.

The idea of a life cycle has been heavily shaped by observing how people buy physical products. Much less work has been done on services; and very little research at all has been done on e-commerce life cycles, but some marketing analysts believe a similar process is at work in these cases. Thus a closer analogy than toothpaste might be software versions. Most people are aware of the long chain of new versions of operating systems and software applications that are unleashed on a regular basis. A casual observer might conclude that the software firm has simply made lots of improvements and fixed a few bugs. But chances are that timing also plays a big role in the decision to release a new version. Software publishers are careful not to cannibalize their existing products by cranking out new versions. At the same time, when one version is reaching a high level of market penetration, the company has a huge incentive to bring another version to the market.


———. ‘‘Prepare Your Site for Going Global.’’ Inc.com, June 20, 2000. Available from http://www2.inc.com.

So what does it mean when online sales or subscriptions are flat or falling? Is the life cycle over? According to life cycle theory, this isn’t necessarily the case. If a product fails shortly after its introduction, the theory holds that it never made it beyond a certain stage, perhaps never past the innovators. Geoffrey Moore, an author and marketing consultant, is famous in marketing circles for his claim of a so-called chasm between reaching early adopters and graduating to success with the majority of buyers. He believes many products fail because they are unable to bridge the gap between the needs of a small, fickle niche market and the vast majority of more pragmatic buyers. Along with a bevy of other marketing strategists, Moore counsels that specific tactics can help companies cross the chasm. On the other hand, if your site has a long successful stint and then declines, however, it is assumed to be reaching the end of its life cycle. This is considered normal and, in many cases, inevitable. Usually in this case all of your competitors’ products are experiencing a similar malaise. One strategy at this point is to make the remaining sales as profitable as possible, perhaps by cutting costs and even raising prices if the competitive environment will allow it. At the same, a major thrust of your product development and marketing efforts should be to launch a replacement or substitute product that will bring customers back into the market and start the cycle anew. Standard accounts of industry life cycles portray the early stages as being full of innovation and the latter stages, especially for the dominant players, as being less innovative. Research on patent activity across different industries suggests this isn’t always 71

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true. On the contrary, innovations, as measured by patents, appeared much more evenly distributed among companies of different sizes and industries of different maturities. One insight to take from this is that innovation should be considered a strategic tool at all stages of the life cycle. Some e-commerce watchers have suggested that early consumer e-commerce sites of the late 1990s reached their peak as stand-alone sites and had to innovate by integrating multiple providers’ content, becoming aggregators or umbrella sites. This was the strategy at Amazon.com and Global Sports, for example. Efforts at online customer relationship management (CRM) have also tried to reduce life-cycle volatility by building a lasting relationship with each client which transcends the life cycles of individual products or services. Life cycles may also be influenced by other economic events. In the technology downturn of the early 2000s, many technology life cycles were expected to last longer than initially projected because businesses and consumers were slowing their spending. This contrasts with the late 1990s, when, amid torrid technology spending, cycles seemed to end almost as soon as they had begun.

FURTHER READING Datz, Todd. ‘‘Innovation Looms Large.’’ Darwin, May 2001. Moore, Geoffrey. Crossing the Chasm. New York: HarperBusiness, 1999. Rogers, Everett M. Diffusion of Innovations. 4th ed. New York: Free Press, 1995. Vizard, Michael. ‘‘IT Is Not Created Equal All the Time.’’ InfoWorld, May 21, 2001.

help decision makers determine things like which products are sold most often and at what times demand reaches its peaks.

REASONS FOR USING INVENTORY CONTROL TECHNIQUES While inventory management at large corporations tends to be more complex than at smaller businesses, it is no less important for small companies. In fact, small businesses are less likely to be able to handle the financial repercussions of inadequate inventory management. Businesses with too much inventory will find themselves paying excess fees for storage. As a result, they may have less cash available for operations. Businesses with too little inventory might alienate customers by being out of stock too often. Finding a balance between these two extremes is the goal of inventory management. Electronic inventory management systems used at big companies are quite often complex and costly. By contrast, some small businesses opt to keep track of inventory manually. According to recommendations published in the October 2000 issue of Inc.com, ‘‘it’s to your benefit to implement a scaled-down version of the same inventory/order fulfillment management tools used by large corporations.’’ By having a more sophisticated system in place, you will be able to grow your business without having to revamp your inventory management processes. Also, using an existing inventory management system upon which to model your own procedures might help you to avoid problems that might arise if you decide to develop your own system. Finally, if you eventually decide to outsource inventory management, ‘‘the transition to a fulfillment house will be far easier if your system adheres to standards other than the ones that only you understand.’’ PUTTING INVENTORY MANAGEMENT IN PLACE

❚ 49 MANAGING INVENTORY

Managing inventory is the process a business uses to obtain, organize, track, and replenish necessary stock. Businesses that sell any kind of tangible merchandise have inventory. For example, manufacturing companies must keep track of the materials they need to assemble their products, as well as the finished products. Retailers and wholesalers must order the products they plan to sell and know when to replenish their stock. If a company manages its inventory well, it is usually able to avoid either running out of merchandise or becoming overstocked, both of which can prove quite costly. Inventory management can also

Creating an inventory management system for a business, even with a model to follow, involves considerable research. You will likely find that you need to purchase inventory management software. Be sure to investigate your options as price and functionality can vary substantially. Many small business owners purchase a point-of-sale (POS) software system, which tracks each sale as it is completed. This allows inventory data to remain as current as possible. In addition, because information is gathered and stored electronically, you can run various reports on the data to glean valuable information about your customers purchasing patterns. One option that allows online retailers to bypass completing the task of managing inventory is having

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OUTSOURCING INVENTORY MANAGEMENT

❚ 50 MARKETING PLANS FOR ONLINE ENTERPRISES

The marketing aspect of any business is critical to its success. It’s even more critical for an e-business, because cyberspace is much more crowded that physical space. Your marketing plan is vitally important, because it outlines the scope of your market, as well as the activities you need to perform to capture your fair market share.


manufacturers ship finished products directly to customers who make purchases online. According to Entrepreneur.com columnist Juanita Ellis, if your manufacturers are agreeable, ‘‘you can request that when orders are placed at your site, they’re fulfilled and distributed with your company’s shipping information and logo. You’ll need to address product returns and customer services. However, you won’t have to maintain inventory.’’

Your e-marketing activities should include the following three elements:

Should you choose to outsource inventory management tasks, you will find that a wide number of fulfillment companies offer services including inventory management, packaging, shipping, return processing, and credit-card transaction processing specifically for small online businesses. For example, Ifulfillment.com, Fulfillmentplus.net, and Ifulfill.com each offer such services. Ifulfillment.com serves both businessto-consumer (B2C) and business-to-business (B2B) ventures and offers standard fulfillment services, such as inventory management, packaging and shipping, and return processing. All three firms offer comprehensive services that handle the fulfillment process from the moment a customer clicks on a ‘‘Buy Now’’ icon until the merchandise is delivered, ensuring all the while that your inventory is adequate. Also, many Web hosting companies offer inventory-related fulfillment services. While these services can be somewhat limited, depending on the hosting company, they may be suitable for small online businesses.

T Size T Selection T Targeting

ANTICIPATING YOUR MARKET

No matter how good your product or service is, it won’t become prosperous if the size of your potential market isn’t large enough to support it. Therefore, the first order of business is to determine the size of your target market and whether there is room for your product or service to thrive and make your business profitable. This stage requires some research; there are many ways to conduct research on different market segments. Some of the best sources with which to start are:

FURTHER READING Ellis, Juanita. ‘‘Regulating Your Online Inventory.’’ Entreprenuer.com, June 26, 2000. Available from http:// www.entrepreneur.com. Lesonsky, Rieva. ‘‘Elements of the Accounting System: Inventory.’’ Start Your Own Business: The Only Start-Up Book You’ll Ever Need. Irvine, CA: Entrepreneur Press, 1998. Available from http://www.entrepreneur.com. Lesonsky, Rieva. ‘‘Tracking Inventory.’’ In Start Your Own Business: The Only Start-Up Book You’ll Ever Need. Entrepreneur Press, 1998. Available from http:// www.entrepreneur.com. Obie, Delilah, and Kelley Westrick. ‘‘Behind Warehouse Doors.’’ Inc.com, October 27, 2000. Available from http:// www2.inc.com.

T Trade organizations related to your business T Government reports and statistics T Consulting firms that cover your area of interest

After you find out the size of your market, present your information in a way that is simple and easy to understand. The ideal approach is to use a graph showing the total market as it relates to your target market. Keep in mind that it is impossible for one company to acquire the entire market, as this would constitute a monopoly.

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At this stage, narrow your focus to the specific target market you are planing to service. Break down the entire market into different categories. Let’s assume that your new enterprise focuses on online bookings for hotels only. In this case, knowing that the total number of online travel bookings is large doesn’t tell you much. You need to find out the exact size of the hotel booking market.

the properties of interactivity and simplicity (in addition to other features, such as value, services, and so on).

An additional benefit of targeting is that you obtain statistical information on all other segments of your market. You might find it necessary to make modifications to your plan if some segments become more promising than others in their size and growth potential.

Positioning is an art unto itself, and usually requires a professional familiar with this area. Most search engines and directories post manually (someone must fill out the application form and submit it to the search engine or directory).

TARGETING POTENTIAL CUSTOMERS Targeting is a function of deciding on a specific target market and defining the link between the need of this market target and the products or services that you provide. When you decide to target a specific market segment, you must also keep in mind the need and value you defined. In other words, when you have a choice in selecting a market target, choose the one that most closely matches your vision. This will ensure a reasonable connection between your customers and your plans.

EFFECTIVELY MARKETING TO YOUR CUSTOMERS The next stage is to outline the activities related to marketing your e-business. Since you are building an e-strategy, your focus will be on e-marketing. However, this does not mean that you won’t need to implement traditional marketing practices. The first thing to remember about e-marketing is that when you enter the connected economy, you are just one out of millions of e-business sites. If you don’t practice basic e-marketing activities, your ebusiness will be lost in the jungle of the World Wide Web. POSITIONING. Optimize your site based on the need and value that you are providing, and on the market that you have selected. The most important aspect of site optimization and positioning is the perspective of the customer. This means that when you are selecting meta tags and keywords for your site, always think about what keywords your client will use to search for your services.

You can find out what keywords your potential customers are using by contracting the services of a SEO (Search Engine Optimization) firm. This service will let you know what keywords people use when they search for your type of online service. You should design and insert keywords and meta tags reflecting

OPTIMIZATION. Optimizing your site is just the first stage. Now that your site has all the proper keywords and meta tags, it’s time to move to the next stage— posting search engines and directories.

When your business is just starting, it is impossible to know which search engines or directories are going to be the most suitable for you. At this point, select the most visible companies. Later, when you receive tracking reports, you may wish to make some changes.

OTHER TACTICS Everything we’ve done thus far falls under the ‘‘passive marketing’’ category. We’ve laid the groundwork to receive customers into your site, but we have not yet done anything to ‘‘push’’ customers in that direction. In order to push customers to your Web site, first develop programs that will promote your site and entice potential customers to visit. There are many ways to practice such programs, but you need to determine what is most suitable for your e-business. The most successful e-programs are very carefully and elaborately planned, and narrowly and specifically targeted. The first order of business is to determine what kind of a program you want to initiate. Let’s assume that you are thinking of developing a directmail piece that will entice customers to log-on to your site and book their next cruise with you. Your target market in this case includes those customers who are very likely to book cruise trips online. Your form of media is direct mail. In this case, you should contact a direct-mail house and obtain statistics on the demographics and lifestyles of past cruise-line customers. From that, you can pull all potential new customers to match this profile. First, you should make a market test in one geographic area, and monitor the return rate. Lastly, you need a promotional offer. For instance, you could offer a 10 percent discount off the cruise rate to those customers who log on to your Web site and book their trip within a specified period after receiving the mailing. The point is that a well established and well balanced e-business-marketing program is one that combines traditional- and cyber-marketing elements, leveraging all the benifits of the former in order to build

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FURTHER READING Fridstein, Stan. ‘‘Marketing Plan.’’ Catalog Age, July 2000. ‘‘Online Advertising: It’s Just the Beginning.’’ BusinessWeek Online, July 12, 2001. Available from http:// www.businessweek.com. WizBizWeb, LLC, ‘‘The ABC’s of E-Strategy,’’ 2002. Available by request from www.wizbizweb.com.

❚ 51 MERCHANT ACCOUNTS

Merchant accounts are an essential component of credit card transaction processing. Each time a consumer makes a purchase using a credit card, two types of banks are involved: a card-issuing bank and an acquiring, or merchant, bank. A card-issuing bank is one that issues credit cards to consumers. When a consumer uses a credit card to purchase a product or service, an acquiring bank, also known as a merchant bank, obtains approval from the card-issuing bank at the time of the transaction. To accept credit cards as a method of payment, you must first establish a merchant account by forming a relationship with an acquiring financial institution. This relationship enables you to process transactions and obtain cash from credit card purchases via a merchant identification number. For several decades, credit card transactions have taken place either in retail outlets or by mail or telephone order. The rise of e-commerce in the late 1990s created a new medium for credit card payments: the Internet. A basic online credit card transaction begins when a consumer selects for purchase goods or services offered on a Web site and completes a merchant commerce application. Once a commerce application is complete, the site sends it to the acquiring bank by way of real-time online processing software, which allows for real-time transactions. (Real-time transactions are either accepted or declined immediately after the commerce application is completed.) After receiving the commerce application, the acquiring bank sends a request for credit card authorization to the

acquiring processor—a company that provides credit card processing, billing, reporting, and settlement services. The acquiring processor sends the request to the card-issuing bank, which responds with an approval or denial code that is forwarded to the acquiring bank and then to the merchant. This entire process usually takes 10 to 15 seconds. While approval is nearly instantaneous, consumers’ cards are not charged at the time of purchase. Rather, the card-issuing bank puts a hold on the card for the transaction amount. A merchant’s batch—all the credit card transactions processed during a specified time frame—is typically settled at the end of the business day. At this time the acquiring bank processes the charges. It typically takes an additional day or two for the bank to deposit credit card sales into your merchant account.


the latter, and creating a way where online and physical marketing schemes reinforce each other. The traditional components include elements related to the selection and targeting of your market segment. The electronic components include activities that make your e-business more visible in the messy world of e-business and put your business in front of as many potential online customers as possible.

Although this process sounds complex, for most business owners, accepting credit card payments via the Internet is simply a matter of establishing a merchant account and purchasing online credit card processing software to facilitate the process. To ease consumer fears regarding the risks involved in using credit cards online, most software companies have incorporated secure electronic transaction (SET) specifications, which support credit card payments over the Web, into their processing software. Many programs also use address verification service (AVS) technology, which checks the first four numbers of the street address and zip code given by a consumer at the time of purchase. Unless the billing address given by the consumer matches the billing address on file with the card-issuing bank, the transaction is not processed. To obtain a merchant account for your online business, contact your financial institution of choice. Most acquiring banks will ask for an explanation of your operations, such as what types of products and services you offer and how you deliver them to customers. Communicating about how you conduct business will help you and your financial institution determine which transaction processing model to use. If you have already established a merchant account for traditional credit card transactions, you will need to obtain a separate identification number, known as a terminal ID, for Internet transactions. The fees charged and services offered by merchant account providers vary widely. Some providers charge one-time application fees, while others do not. Nearly all providers charge a small fee per transaction as well as a merchant discount fee. A merchant discount fee, or discount rate, is the percentage of sales that a merchant pays to credit card companies to process transactions. Typically, merchant discount rates—which are based on factors such as sales volume, average receipt size, industry, and risk—range from 1 to 4 percent. 75

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For online transactions, you should expect to pay a higher merchant discount rate than for traditional retail transactions due to a perceived higher level of risk. In a traditional retail transaction, the retail merchant typically makes contact with both the credit card and the consumer and is not held responsible for potential fraud. An online transaction, however, is completed without the customer and credit card present, leaving you accountable for any wrongdoing. This makes you more vulnerable to chargebacks, which happen when a consumer disputes a credit card transaction. If a card-issuing bank issues a chargeback to a consumer, you will be charged the cost of the transaction. A high level of chargebacks might prompt an acquiring bank to suspend your merchant account, eliminating your ability to process credit cards. By the early 2000s, most merchant account providers allowed clients to either rent or purchase a comprehensive merchant account ‘‘solution’’ for credit card transaction processing. Many of these solutions include all of the software and support necessary to allow a business owner to begin accepting credit card payments within a few days. While the vast number of these merchant account solution providers can prove overwhelming, researching various options is your best bet for finding the right merchant account for your business. For starters, you might consider paying a visit to a site like MerchantSeek.com, which provides a current listing of the lowest-priced merchant account providers as well as information about what types of services each provider offers. FURTHER READING ePay Management LLC. ‘‘Merchant Accounts.’’ Mesa, AZ: ePay Management LLC, 2001. Available from http:// www.epayinternet.com/about_ma.html. MerchantSeek.com. ‘‘Merchant Account Basics FAQ.’’ Bolivia, NC: MerchantSeek.com, 2002. Available from http:// www.merchantseek.com/basicfaq.htm. Webcom. ‘‘Getting a Merchant Account.’’ Santa Cruz, CA: Webcom, 2001. Available from http://www.webcom.com/ help/webcommerce/merchant.shtml. Webcom. ‘‘Getting a Merchant ID Through Your Bank.’’ Santa Cruz, CA: Webcom, 2001. Available from http:// www.webcom.com/ecommerce/tips.shtml.

❚ 52 MERGERS AND ACQUISITIONS

Although they differ in the fine details, mergers and acquisitions are closely related business transactions to sustain and grow your business. An acquisition

is the purchase of one company by another. The purchase may be paid in cash, shares of stock, debt assumption, or a combination of methods. Typically, the acquiring company takes managerial control of the business it buys, although sometimes an acquired business is given leeway to operate as a fairly autonomous subsidiary. A merger, meanwhile, unites two companies into a new entity, often with a new name. But even in cases where two companies agree to a merger of ‘‘equals’’, one typically ends up in a more powerful position. In fact, many analysts argue that mergers of equals simply don’t exist. Among Internet-based companies, merger and acquisition activity heated up in the late 1990s. Dotcom upstarts saw mergers and acquisitions as a way to gain instant access to new customers and to strengthen their position in new markets. For example, online auction powerhouse eBay bought Paris-based iBazar for $112 million in 2001 to expand its presence in Europe. At the same time, many traditional companies used mergers and acquisitions to gain quick access to new technology, as KB Toys did when it bought Brainplay.com in 1999 rather than build its own online sales operation. One of the largest Internet-related mergers, the $183 billion marriage of AOL and Time Warner Inc. to form AOL Time Warner Inc., tried to secure AOL’s position for the long run as an integrated Internet and consumer media player. Industry analysts predict the pace of Internet-related merger and acquisition activity will remain steady throughout the early 2000s. Gaining access to new technology, securing new customers, building market share, and creating economies of scale are some of the most common reasons for consolidation deals like these. According to a January 2002 issue of CRMDaily, PeopleSoft’s 2002 acquisition of Annuncio Software reflected a widespread belief among online players that ‘‘if you lack the resources or the will to build a tool or application you crave, then the next best thing is to buy the company that has already figured it out.’’ Should small business owners follow suit and pursue a merger or acquisition? According to a May 2002 article in Entrepreneur.com, it depends on who your prospects for partnering are. ‘‘Obviously, selecting the right business is key to the success of the combination. The right business should have elements that combine well with yours. Your business and the other business should possess unique strengths that enhance the performance of each other’s contribution to the new combined business’s bottom line.’’ Ideally, a merger or acquisition will allow you to increase revenue by selling your products or services to a new customer base and/or selling new products and services to your existing customer base. A deal might also allow you to consolidate and streamline operations to cut costs.

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While you may not have a legal team at your disposal, you can still conduct extensive research on your own. Consider carefully the risks of the transaction. What difficulties might a merger or acquisition pose for your current operations? How disruptive would such a deal be? Will you alienate existing customers? Also investigate the weaknesses of the other company and be honest about your own. Moreover, calculate whether the deal will generate enough additional revenue or savings to offset the time and money you will spend on integration. One of the biggest stumbling blocks to mergers and acquisitions for small private companies is valuation, or deciding what a company is worth. To keep matters consistent and open, EntreWorld’s Margaret Heffernan recommends agreeing ahead of time on a basis for valuation, such as market comparisons or revenue multiples. ‘‘On that basis,’’ she says, ‘‘relative ownership, stock-option pricing and other aspects of ownership can be calculated in a transparent manner.’’ Once a merger or acquisition is completed on paper, you will need to spend considerable time integrating the two businesses. Experts believe this process takes at least one year. Along with dealing with operational issues, expect to face human resources issues as well, particularly if layoffs are part of your integration plan. As with nearly any business task, if integration is something you would rather hand off to a third party, a wide variety of consultants specialize in this area. They can not only negotiate mergers and acquisitions, but also oversee the integration afterwards.

FURTHER READING Heffernan, Margaret. ‘‘It’s Not Love, It’s Business.’’ EntreWorld.org, July 11, 2001. Available from http:// www.entreworld.com. Meier, David. ‘‘Instant Growth Through Mergers and Acquisitions.’’ Entrepreneur.com, May 27, 2002. Available from http://www.entrepreneur.com. Morphy, Erika. ‘‘PeopleSoft Buy Puts Personalized Marketing on Fast Track.’’ E-Commerce Times, January 14, 2002. Available from http://www.ecommercetimes.com.

‘‘New Net Buzz Phrase: Not IPO but M&A.’’ Advancing Women, November 15, 2000. Available from http:// www.advancingwomen.com. ‘‘Price of Internet Mergers.’’ Entrepreneur.com, May 27, 2002. Available from http://www.entrepreneur.com.


To figure out whether a deal is worth pursuing, you will have to conduct extensive due diligence, a careful inquiry into your target’s history, finances, competitive position, and business practices. Often, attorneys and accountants need to be involved in this detailed review. They can advise not only on the fitness of the target company, but also on the legality of the deal.

❚ 53 METATAG STRATEGY AND DESIGN

Metatags, also known as meta tags, are an essential part of a well-designed Web site. They are not seen by visitors to the site, but they are read by search engines, spiders, and similar indexing programs. They can affect where a Web site will appear on a keyword search. With the explosive growth in the number of Web sites, Web users have become more dependent on search engines to find relevant sites. As a result, metatag strategy has evolved into a field called search engine optimization (SEO). Search engine optimization means getting your Web site listed at the top of search engine results when users enter a related keyword in one of the major search engines.

WHAT ARE METATAGS? Metatags are simply words that are embedded in a Web site but are not visible to users. They typically follow the site’s heading. Every Web site has a heading. The heading begins with the title of the Web site. The title may be followed by a short comment of a few sentences. The comment is useful for search engines that don’t use metatags. The first metatag is the description. The description applies to the page to be displayed in search results. Experts recommend that metatag descriptions be limited to a few sentences, with 150 characters as the maximum recommended length. The description should contain complete sentences and employ good grammar. The description should not include the keywords under which the site is to be listed. Some search engines display the description in their displayed results. The second metatag is a list of keywords. Five to seven keywords are recommended, as more tend to dilute their impact on search engine rankings. Keyword Wizard (www.keywordwizard.com) has compiled a list of the top 5,000 keywords by collecting information on live searches from major search engines and tabulating the results. 77

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USING KEYWORDS TO IMPROVE SEARCH ENGINE RESULTS According to an August 2001 post to Search Engine Forums (http://searchengineforums.com), most search engines no longer read most metatags. Rather, rankings are based on keyword density for the page, the title tag, the headline tags, and link popularity. Thus, writing keyword-rich content can be more effective in optimizing search engine placement than spending a lot of time with metatags. SEO experts recognize the importance of using the right keywords in Web page copy, not just in metatags. One recommendation is to develop compelling copy for end-users and to incorporate keywords that are relevant to the site. The use of these keywords will typically improve a site’s rankings in search engine results for queries using those keywords. This copy, unlike metatags, is visible to the user. The critical factor is using keywords that not only represent what your site is all about but that also match keywords that people are using in conducting Web searches. A couple of resources that can help with the search for the right keywords are Keyword Wizard and WordTracker (www.wordtracker.com). WordTracker is a paid service that offers a free trial at its Web site. It is a database service that ranks keywords based on whether or not people are actually using them and how many other sites are using the same keywords. Keyword Wizard offers a list of the top 5,000 keywords currently in use. Once you have determined the most effective keywords, these can be incorporated into the Web site’s descriptive copy, which users will read, as well as into its meta description tags, which are invisible to users but are sometimes picked up by search engines. Experts recommend using the keywords at least three times in descriptive copy and incorporating them into headlines and subheads whenever possible. Hyperlinking the keywords will help them get noticed by search engines. Hyperlinking keywords is more effective in text-based page navigation links than in image links, such as buttons.

PAY-FOR-PLACEMENT SEARCHES Many search engines have adopted the practice of offering pay-for-placement search results. Companies typically pay a fee to list or link their sites to specific keywords. During the first three quarters of 2001, paid keyword placements accounted for 4 percent of online advertising revenues. They represented the fees that online search engines charge advertisers to list and/ or to link their company sites to specific keywords or phrases. The fees are often generated through a bidding process, with the highest bidder for a particular keyword appearing at the top of the search results for

that keyword. Overture Services, formerly known as GoTo.com, was considered the market leader in offering ‘‘paid inclusion’’ in search engine results. According to a mid-2001 survey done by Jupiter Media Metrix and reported by eMarketer, pay-forplacement ad spending ranked the highest among five types of online advertising in terms of effectiveness and satisfaction. Companies were more satisfied overall with pay-for-placement search results than with opt-in e-mail, paid inclusion, cost-per-click banner ads, and cost-per-thousand banner ads. Another factor highlighting the importance of search engine results was the fact that Web searching was a major online activity. According to a U.S. Department of Commerce survey released in February 2002, the top five activities of U.S. Internet users were:

T e-mail (84 percent) T product/service information searches percent) T news, weather, sports (61.8 percent) T playing games (42.1 percent) T product/service purchases (39.1 percent)

In a February 2001 survey by the NPD Group, some 55 percent of more than 2,000 U.S. respondents said their online purchases originated with search listings.

OTHER TECHNIQUES FOR IMPROVING SEARCH ENGINE RESULTS There are several other tools and techniques that can be used to improve search engine results. They include:

T Adding links from other sites. These can include larger, high-traffic sites that are relevant to your business as well as paid listings in directories. T Purchasing a program that adds search capabilities to your site and indexes it on a regular basis. These programs are useful for sites that make frequent changes. One example is the Search Partner program available from FastSearch.com. T Subscribing to the SubmitDirector service, which provides charts, graphs, and analytics that allow you to see your site the same way search engines do. T Using Web positioning software for home page creation that also automates submitting your Web site to various search engines as well as reporting functions.

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FURTHER READING ‘‘The Basics of Meta Tags.’’ 30 April 2002. Available from http://www.jimworld.com. Hallerman, David. ‘‘Who’s Got the Key? The Vitality of Keyword Search Placement.’’ eMarketer, 19 March 2002. Available from http://www.emarketer.com. Lloyd-Martin, Heather, and Jill Whalen. ‘‘Copywriting for Search Engines.’’ WordBiz Report, 27 February 2002. Available from http://www.wordbiz.com. ‘‘Meta Tags Forum.’’ 30 April 2002. Available from http:// searchengineforums.com. Regan, Keith. ‘‘Yahoo! Makes Paid Search Results a LongTerm Fixture.’’ E-Commerce Times, 26 April 2002. Available from http://www.ecommercetimes.com. ‘‘The Search Engines.’’ 30 April 2002. Available from http:// searchengineforums.com. Valentine, Mike Banks. ‘‘Little Guy Looks for Search Engine Edge.’’ osOpinion.com, 29 August 2001. Available from http://www.osopinion.com. Vigoroso, Mark W. ‘‘Search Engine Results That Pay Off.’’ E-Commerce Times, 7 December 2001. Available from http:// www.ecommercetimes.com.

❚ 54 MULTILINGUAL ISSUES IN ECOMMERCE

A great advantage of the Internet is that it gives companies, regardless of size, a global reach. However, international markets present problems of their own, and one of the most vexing is language. The typical company Web site in the European Union can usually display the same page in four or more languages. By contrast, at the beginning of 2001, only 35 Fortune 100 companies had Web sites in languages other than English. In 2001 85 percent of all Web sites were written in English, although only 45 percent of Internet users spoke English as their native language—and the percentage of English native speakers drops with each passing day. Doing business in more than one language can have clear benefits for a company. By one estimate it can increase a firm’s revenues by as much as 300 percent, and by 2003, according to Forrester Research,

Europe and Japan will account for about half of all e-commerce revenues. A firm’s customers are more comfortable using a Web site in their native language and tend to remain at such a site twice as long as they stay at sites other languages. Nothing shows a firm to be global more than a multilingual Web site. Finally, a multilingual Web site is an important courtesy to foreign customers, one that builds trust and confidence and lays the foundation for a long-term relationship. Translation of a Web site into a foreign language is not a straightforward task—it can be fraught with peril. For example, the Pepsi-Cola slogan ‘‘Come alive with the Pepsi Generation’’ was translated into Chinese unwittingly as ‘‘Pepsi brings your ancestors back from the dead.’’ The best way to avoid such errors is to develop a Web site in neutral English, without slang, colloquialisms, or word play. Preparation makes translation easier and assures consistency among all translations of a company’s Web site. Some companies first develop a model Web site that incorporates specific elements recommended for all its foreign language pages; other optional material—for example certain press releases of more narrow interest— can be omitted by local or regional offices.


In short, using the appropriate keywords in metatags is only one step toward optimizing search engine results. It should be part of an overall strategy that incorporates as many tools and techniques as possible to drive traffic from keyword searches to your site.

Translation is best done by native speakers who grasp the various senses of all words and are also familiar with the cultural background and business practices of the target market. Finally, translations should be checked and double-checked by native speakers. Because language variants are spoken in different parts of the world—for example, one form of Spanish in Spain, another in Latin America—the language on foreign language pages should also steer clear of local dialect, colloquialisms, slang, etc. Translation of the English text is only the first step. There are a multitude of nonverbal Web site elements whose significance in a foreign culture must be taken into consideration. For example, familiar icons such as the hand-up palm-out ‘‘stop’’ sign or the thumbup OK sign are considered obscene in some countries. Color can also carry unintended, possibly alienating meanings. Green is sacred in the Middle East, for example, and it is considered sacrilegious to use it in connection with money, while in parts of Asia, to write a person’s name in red is to wish him or her dead. Other apparently simple Web site elements must be translated too, or companies risk customer confusion or resentment. When Americans write December 1, 2002, numerically, the order is month-day-year: 12-01-2002. In Europe it is written day-month-year: 01-12-2002. Similarly the address fields on the order pages of most U.S. Web sites can accept information only in United States format. How should international customers respond if their locale doesn’t have street addresses or postal codes or if there is no field for a country? Forrester Research found that in 2001 75 79

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percent of American Web sites able to take online orders could not accept international addresses. Web sites looking to attract a multilingual clientele should also take other factors into consideration: weights and measures, currency, ways of writing time, etc. There are so many apparently insignificant items to take into consideration that consultancies have arisen in the e-commerce sector that specialize in designing and maintaining multilingual, multicultural Web pages or in performing ‘‘cultural audits.’’ If a page is translated but international users area not able to find the translation on the Web site, it is pointless. A language gateway is needed or users will be lost. Some sites use flags to indicate their multilingual pages. This can be problematic. Mexicans, Argentineans, Colombians, Chileans, and many other nationalities besides Spaniards can be expected to access a site’s Spanish pages. Plus, too many flag icons quickly eat up space on the screen. Alternatives include the word ‘‘welcome’’ in each target language or a pull-down menu listing the languages. Translating a Web site can alter the layout of a Web page too. When English is translated, the text almost always gets longer or shorter. European languages can take 10 percent more space than the English equivalent, while English text gets shorter when translated into many Asian languages. Length affects more than the text on a page. If an English command fits perfectly in a graphic element—a command bar, for instance—the German translation will almost certainly overflow the graphic, throwing the page layout off. Global companies must consider becoming completely multilingual. Unless the multilingual site is only intended as a prestige item, multilingual staff will be needed to deal with e-mail and phone inquiries that come in foreign languages. If such services are not available, a company should clearly say so on its Web site. The transition to multilingual e-business can be tricky, and it is best to make a slow transition, converting to one language at a time and using the experience garnered from one transition to make future conversions smoother. It is expensive to set up a multilingual site. A Web site with pages in six languages can cost 20 percent more to set up than a single-language site, and that’s if the site is designed from the ground up as multilingual. Adding languages to an existing English site can add as much as 50 percent to the original cost. Once up, multilingual sites cost at least 10 percent more to maintain. They can cost time as well. Jupiter Media Metrix estimated that multilingual site planning takes up to ten months. Another expense is compatible software. One of the greatest challenges for a site going multilingual is

adapting software to accept languages other than English. Unlike Western European languages, whose character sets are supported by most software, some Asian languages use over 6000 different characters, which cannot be reproduced by most software packages. Combining just English, Cyrillic, Hebrew, and Arabic character sets, not to mention Chinese or Japanese, can call for expensive, complicated modifications. The basis for the modifications is Unicode, a ‘‘super character set’’ that is able to represent most of the world’s languages. Despite their expense, multilingual sites can save a company money in the long run. According to the Aberdeen Group, customers are less likely to return goods they purchased from a Web site in their own language. In addition, if users can read the site’s FAQs and access account data in their own language, they are far less likely to make customer service calls to a company, a major source of expense. Aberdeen Group found that every customer service call can cost a company US$30 to US$60; A Web site visit, however, costs only about US$1. Multilingual sites have rewards as well as costs for a company, and they must be set up with care. A good site, once in place, can increase a firm’s market many times over.

FURTHER READING Conlin, Rob. ‘‘Native Language Key to E-Sales.’’ ECommerce Times, 5 July 2000. Available from http:// www.ecommercetimes.com/perl/story/3704.html. Cox, Beth. ‘‘A Word to the Wise: Multilingual Means MultiDollars.’’ E-Commerce News, 5 July 2000. Available from http://www.internetnews.com/ec-news/article/ 0,4_408181,00.html. Edwards, John. ‘‘English to You, Greek to Them.’’ Emerging Technologies, 15 January 2001. Available from www.cio.com/archive/011501/et_content.html. Enos, Lori. ‘‘English-Only a Mistake for U.S. Sites.’’ ECommerce Times, 17 May 2001. Available from http:// www.ecommercetimes.com/perl/story/9812.html. Enos, Lori. ‘‘IBM Upgrade Targets Multilingual ECommerce.’’ E-Commerce Times, 24 January 2001. Available from http://www.ecommercetimes.com/perl/story/6943.html. Morphy, Erika. ‘‘Localization: Relating to Customers Around the World.’’ CRMDaily, 13 September 2001. Available from http://www.crmdaily.com/perl/story/13496.html. Rutherford, Emelie. ‘‘How to Avoid Global Website Disasters.’’ CIO, Available from www.cio.com/research/ global/edit/111400_disaster.html. ‘‘Secrets of Successful Web Site Globalization.’’ Foreign Exchange Translations, Inc. Available from http:// www.fxtrans.com/resources/web_globalization.html.

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❚ 55 MULTIMEDIA IN E-COMMERCE

Multimedia Web applications are one of the prizes of Web design and fulfill some of the Internet’s most valuable potential. They allow companies to deliver elaborate information to their customers and Web-site users in the most sophisticated fashion by combining text, graphics, audio, video, and graphic animation, often all at once. However, the decision whether to include multimedia features on your site isn’t clear-cut. Multimedia carries with it all sorts of considerations and drawbacks, so entrepreneurs need to take their business needs into consideration before reaching a decision. You should ask, will my customers truly benefit from multimedia? Will multimedia features add value to my Web site? What is the customer base I am trying to reach? And are my customers likely to have Internet connections fast enough for multimedia?

DELIVERING AUDIO FROM YOUR WEB SITE All methods of Internet-based audio delivery are similar: an audio source is converted to an encoded digital signal and compressed so as to speed delivery and consume less room on hard drives. Streaming audio live to your users generally involves installing an audio server, software that manages all the requests for audio content on your site. Using one of the many streaming audio software applications on the market, you encode the audio source by selecting a target bandwidth—usually 14.4 Kpbs or 28.8 Kpbs for most users—and identify whether the source is a live audio stream or an existing digitized packet. The application then encodes and compresses the file so that it is fit for transmission in the format you desire. It’s important to obtain your audio selections from the highest quality source available, because compression removes a great deal of the original signal in order to create a more manageable file. With a higher quality starting point, the encoder can more easily analyze the data involved and the compression will preserve the most meaningful content.

ADDING VIDEO Video is an even more glamorous multimedia application, but faces the same difficulties as delivering audio files. Later versions of the leading Web browsers include plug-ins that greatly expand the usability of video clips and streaming video, but bandwidth and quality considerations still abound. Deciding exactly what kind of video you want to stream to your users can be tricky. On the one hand, you’ll want high quality so your firm doesn’t seem amateurish and so your customers receive quality service. On the other hand, the more sophisticated the video file, the more data is will require, and the more space it will consume. This leads to excessive download times, which may lead users to abandon the video altogether and make them frustrated with your site.


Vigoroso, Mark W. ‘‘E-Tailers: Globalize with Caution.’’ ECommerce Times, 2 November 2001. Available from http:// www.ecommercetimes.com/perl/story/14546.html.

Once you decide to include video on your Web site, you must digitize, edit, and upload your video source for transmission. The three main file types used for Web video are AVI, MPEG, and QuickTime. AVI is a video format for Windows programs and is the least common. MPEG and QuickTime, however, are used very widely. Designed for CD-ROMs and video games, MPEG boasts very high output quality, but MPEG files consume more space than QuickTime files. In addition, MPEG requires special hardware designed specifically to digitize and video into MPEG and to play back MPEG files. Thus, MPEG comes with a higher price tag. QuickTime digitizing hardware is cheap compared with MPEG hardware, and the software-based editing process is also cheaper than its MPEG rival. However, compared with MPEG, QuickTime suffers lower quality. As with audio, your original video source should be of the highest quality available. After digitizing it, you can edit and manipulate it with widely available software. The various compression schemes again offer you the choice of the greatest balance between quality and manageability to suit your and your users’ needs. Finally, you simply upload the files as you would any HTML or graphic files, and set up your server so that when your multimedia files are downloaded, users’ browsers will know to launch whatever applications or plug-ins they need to access the file.

USING MULTIMEDIA EFFECTIVELY As for how best to render multimedia on your Web page, the most sophisticated methods move beyond simple HTML hyperlinks to multimedia files to a more seamless integration involving extensible markup language (XML) and its multimedia standard, Synchronous Multimedia Integration Language (SMIL). These languages harness the powers of rich 81

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media, which refers to the delivery of various formats of multimedia from a single source via all transmission methods, such as broadband, wireless, and telephone lines. XML, poised as the lingua franca of e-commerce, is embedded with these rich media capabilities and specifically gears them towards e-commerce, while SMIL is designed to synchronize the delivery of all manner of multimedia content, including video, audio, animation, graphics, and text in the desired combination and timing.

FURTHER READING Boeri, Robert J., and Martin Hensel. ‘‘XML Does Rich Media.’’ Emedia Magazine, March 2001, 69. Bremer, Wayne. ‘‘Putting Video on Your Site: The Basics’’ WebDeveloper.com, 2000. Available from http:// www.webdeveloper.com/multimedia. Lorenzo, Jay. ‘‘Produce Streaming Audio That Satisfies.’’ WebDeveloper.com, 2000. Available from http:// www.webdeveloper.com/multimedia. Wonnacott, Laura. ‘‘When You Go Live on the Web, Take These Tips from a Real Survivor.’’ InfoWorld, March 19, 2001, 61.

point-to-point and acts as the host computer for them. In this case, the mainframes perform the bulk of the work, while the workstations generally just send and receive data to and from the host.

RING NETWORKS Ring network topologies are similar to star networks except for one crucial difference: there is no central mainframe or host computer to which the workstations are connected. Instead, the workstations all connect to each other as if in a closed loop. More expensive than the alternatives, ring networks are probably the least common network topology. However, one advantage of the ring architecture is that, within smaller local area networks (LANs), data flows are much more fluid and change directions with greater regularity. A ring architecture allows for connections to be quickly and easily rearranged to account for the more dynamic data-traffic demands. This flexibility in the configuration of data flows also allows for greater adaptability, so that as you begin to combine network topologies, you can pick and choose the most effective entry points and hubs for connecting the ring with the outside network.

BUS NETWORKS ❚ 56 NETWORK TOPOLOGIES IN ECOMMERCE

When setting up the computer systems for your ecommerce enterprise, you need to figure out how your computers will be configured in relation to each other. Your computer systems need to communicate with each other in some fashion based on how many people are working together and what kinds of computer files and resources they share. The way they are tied together in your computer network is known as a network topology. There are three primary topologies common to most computer networks, and you can either adopt one of them or combine different elements of each.

STAR NETWORKS The oldest and most common topology is the star network. In this configuration, a central computer, often a powerful one, resides at the figurative center of your network, and connects individually to a number of smaller workstations, thereby centralizing the network communications between the individual computers. The star network is the topology of choice for mainframe-based networks, where the mainframe links hierarchically to a series of microcomputers

Bus networks take their name from urban bus systems, and function in much the same way. In this topology, workstation microcomputers are connected to each other via a single high-speed cable that runs through each computer station. The computers thus constitute ‘‘stops’’ along this cable route, and along this route data stops at each computer to drop off and pick up data. Thus, like ring networks, the bus network topology features no central host computer.

POOLING TOPOLOGIES Depending on the size and complexity of your company, you can also combine a few different topologies, creating a larger topology out of two or more smaller configurations. For instance, you can combine several different star networks via one bus configuration, where the bus runs through the individual star networks’ hosts to drop off and pick up data. Thus, while the star networks feature individual workstations connected point-to-point with their particular hubs, the bus cable runs through the successive hubs to combine the different networks. This method is known as ‘‘daisy chaining’’ the topologies together. Similarly, star networks can be combined into a large ring network via a high-speed fiber-optic backbone. In this method, the hubs of the individual star networks can act as, or plug into, a hub in a circular chain.

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FURTHER READING Bament, Sally. ‘‘Rethinking Telecom Architectures.’’ Business Communications Review, December 2001, 16. Morrissey, Peter. ‘‘The Survivor’s Guide to 2002: Infrastructure.’’ Network Computing, December 17, 2001, 69. Roy, Gerry. ‘‘Network Management Leads to Customer Satisfaction and Big Bucks.’’ Computer Technology Review, December 2001, 26. Rusin, David G. ‘‘Choose Your Routes Carefully.’’ Telecommunications Americas, October 2001, 52.

having an e-business. Your future Internet prosperity, however, depends on your ability to market that ebusiness through online and traditional marketing methods. Cyber space is a very crowded place. Currently, there are nearly 250 million Internet users and millions of websites. As such, the challenge every e-business must face is finding a way to stand apart from the crowd. There are two main tactics to utilize in making your e-business more visible to potential customers: emarketing and traditional marketing. To be successful, you must use both tactics in your e-business. In this article we will focus only on the e-marketing component of your online marketing plan.


MANAGING AND OPTIMIZING YOUR NETWORK TOPOLOGY The bottom line is that your network architecture needs to be strong and resilient enough to ensure business continuity, avoiding outages and hang-ups. Customers in the fast-paced e-commerce market are notoriously impatient with downtime, perhaps seeing it as a sign of shoddy IT practices, and so your network topology should be designed not only for efficient data sharing, but for durability, as well. Thus, effective management of your internal network architecture is a crucial component of your customer service operations, both in keeping the network running and in ensuring the greatest possible speed and efficiency of data flows through your organization and between you and your customers. This also impacts your method of data backup. While you many wish for the convenience of storing information in a central mainframe computer, the loss of that information due to a mainframe crash or severe virus of some kind could be devastating. To ward off such possibilities, many firms opt to back up their data using network-based methods such as online disc mirroring, where information is sent via your wide area network (WAN) to various remote data centers, protecting your information by dispersing it. At the most basic level, a physical map of your network is useful to analyze and manage the data flows through your company’s network infrastructure. These maps are what give the star, bus, and ring networks their names, as the layouts rendered on a map will visually resemble those structures. You need to be able to clearly visualize the exchange patterns in your organization, and zero in on trouble spots to figure out the most effective way to overcome data-transmission bottlenecks and other information-flow inefficiencies.

E-marketing refers to any digitalized marketing activity. This means the entire process of marketing your services is done exclusively through electronics. There are a few kinds of e-marketing methods, and each type fulfills a different function in your overall e-marketing campaign.

WEB SITE OPTIMIZATION Web site optimization refers to the structure and content of your Web site. Preferably, you should fulfill this function while you are constructing your site. If necessary, however, it can be incorporated after your site is constructed. Web site optimization includes the insertion of keywords and meta tags. Keywords are the words most likely used by your customers when they search for the product or service you provide. It is critical to remember that keywords are not what you, as a business owner, assume your customers are using, but rather what your customers are using when entering keywords in the search engine. The only way to find these keywords is to purchase special software that searches the Web. This software will find and list keywords people use when they search for your type of online service. Once you have obtained a list of keywords for your product or service, incorporate them into the text of your Web site. Remember that search engines and directories don’t read images. Therefore, your keywords must appear in a textual format. Another form of Web site optimization is the use of meta tags. These phrases reside in the back-end of your Web site (where they are invisible to the user), and include short descriptions and sentences with the most-used keywords for your product or service.

❚ 57 ONGOING INTERNET MARKETING

Some may say that the road to achieving your ultimate goals for success and profitability begins with

Here, again, it is better to insert your meta tags while constructing your Web site—although like keywords, they can be added after the construction of your site. But be aware of the disadvantage: Every 83

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time you make a change in your keywords or meta tags, you need to resubmit your site to search engines and directories.

SEARCH ENGINE OPTIMIZATION (SEO) SEO is fairly complex and time-consuming process. Generally speaking, most people looking for a product or service on the Internet use a search engine or directory to find information. The main difference between search engines such as Google and directories like Yahoo! is that search engines find and rank websites using special software (sometimes called ‘‘spiders’’), and any Web site can register. With directories, Web sites are reviewed and evaluated by personnel, and they make the decision which site to include in their listing. The basic rule of SEO is that if the search engine doesn’t list your site in the first ten positions, your chances of being ‘‘discovered’’ are minimal. In other words, most people will only see the first page of links output by the search engine (the first ten listings). Most search engines and directories have two sections in their first-page listings: the paid or sponsored customers (usually the first three listings); and Web sites that scored the highest in terms of matching the keywords and meta tags you incorporated into your site. To be in the first three listings, you need to buy your way in, which usually costs quite a bit of money. Search engines and directories use different methods for generating revenues from top positioning. One method is to ‘‘sell’’ words. For example, if you are in the business of selling sunglasses on the Web, you can ‘‘buy’’ the word ‘‘sunglasses.’’ As a result, anyone who enters ‘‘sunglasses’’ in their search will see your Web site listed first. Typically, you can buy a keyword for a period of three to six months. Another way to buy into the top three listings is to bid for words—often sites allow you to bid for keywords. In this method, you bid a certain amount of money for each word, and every time a visitor uses that word, your Web site will appear in the top three positions. Once the visitor clicks on your site’s hyperlink, you’re charged the amount you bid. For example, if you bid $1.00 for the word ‘‘sunglasses,’’ you will be charged $1.00 every time someone uses the word to link to your Web site (you must open an account with the search engine first).

FURTHER READING ‘‘Ad Model Not Dead, Just Evolving for Online Information Providers.’’ Electronic Information Report, February 23, 2001.

‘‘Online Advertising: It’s Just the Beginning.’’ BusinessWeek Online, July 12, 2001. Available from http:// www.businessweek.com. Webmama. ‘‘Tactics for Optimal Search Engine Positioning,’’ 2001. Available at www.webmama.com. WizBizWeb, LLC. ‘‘The ABC’s of E-Strategy,’’ 2002. Available by request from www.wizbizweb.com.

❚ 58 ONLINE AUCTIONS

Like a traditional auction, an online auction allows potential customers to bid, via the Internet, what they are willing to pay for products and services. The highest bid submitted by the auction deadline, as long as it has met any minimum threshold set by the seller, wins the auction. The highest bidder is legally obligated to complete the transaction by sending payment to the seller, who ships the product once the payment is received. Online auctions can last anywhere from a few days to a few weeks, and the length of time is usually determined by the seller.

A BRIEF HISTORY The history of online auctions is essentially the history of eBay.com, which was founded in 1995 by 31-year-old Pierre Omidyar after his girlfriend, a collector of Pez candy dispensers, expressed interest in trading with other nearby collectors. Believing that he could use the Internet to facilitate a trading system of sorts, Omidyar built Auction Web, which allowed sellers to briefly describe merchandise, set minimum bids, and choose the length of the auction. Interested buyers could submit a bid for an object. When the auction expired, the highest bidder was able to purchase the object for the bid price. The buyer and seller were required to handle payment processing and delivery. Although Auction Web offered no search engine and no guarantees, traffic began to surge. To make money, Auction Web began charging a small commission based on the final price of each item listed for sale. By mid-1996, the site had roughly 5,000 users. Because of concerns that the anonymity of the process left both buyers and seller with no recourse, Omidyar created the Feedback Forum, which allowed buyers and sellers to rate one another. In September 1997 he changed his site’s name to eBay.

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Traffic continued to grow exponentially. By the end of 1998, the number of registered users climbed to 1.2 million and by the end of 1999 to 10 million, with daily visitors averaging nearly 2 million. eBay listed more than three million items for sale. Despite competition from the likes of Yahoo! and Amazon.com, which launched their own auction sites, eBay continued to thrive in the early 2000s. According to a May 2001 article in BusinessWeek Online, this was because ‘‘in the world of Pez dispensers, critical mass counts. If you want to sell something, you want to go to the place where you’ll find the most buyers. Because eBay built its storefront first, it quickly achieved critical mass. Even when Yahoo! offered sellers commission-free auctions and Amazon offered buyers quality guarantees on merchandise purchased through its auctions, the crowds failed to come. eBay had already won the war.’’ It is this critical mass that makes online auction platforms like eBay so attractive to online entrepreneurs seeking a wide audience.

SELLING YOUR GOODS Small business owners listing their goods on a site like eBay gain immediate access to a huge base of potential customers. In addition, because eBay, Amazon.com, and other auction sites offer to help entrepreneurs create their own storefronts, you can launch online operations with minimal investment in technology. Businesses willing to spend extra dollars can purchase more prominent listings in certain sections of an auction site. According to Entrepreneur writer Julie Vallone, ‘‘entrepreneurs can get lost in a huge marketplace like eBay... so it pays to find ways to improve access to buyers through marketing services offered by the sites.’’ While eBay is the largest online auction site, other options do exist. In April 2002, eBay drew 24.3 million visitors, while its largest rival, Ubid, secured 3.6 million, which is not a trivial amount. While you reduce your overall exposure by choosing a venue like Ubid over eBay, you might prefer the less frenzied bidding pace a smaller marketplace affords. One downside to online auctions is that customers typically expect to find bargains, which means you will likely have to price products on the lower end of the scale. However, several analysts believe an auction format’s lower pricing point is offset by the many benefits such a format affords small businesses. Auctions allow you to sell excess inventory rather than simply discard it. They also allow you to test the market for new products and to determine what customers are willing to pay. If you already operate an online business, posting some of your merchandise

at an auction site might also allow you to build a base of repeat customers who, satisfied with your products and services, visit your Web site directly to make nonauction purchases. If you decide to sell products via an auction site like eBay, be prepared to spend considerable time listing the items and answering numerous e-mails about them. The responsibility for billing, payment processing, and shipping also rests on your shoulders. If you’re willing to pay someone else to handle these tasks, however, you can use services like those offered by PayPal or Ifulfill.com. ‘‘Finally, be vigilant about what you post, how you post, and how you present yourself and your products to online customers,’’ Vallone advises. ‘‘Keep in mind that, in linking up with an auction, you’re placing your business in front of a worldwide audience of demanding customers.’’


POPULARITY GROWS WITH TECHNOLOGY

FURTHER READING Jaffe, Sam. ‘‘Online Extra: eBay: from Pez to Profits.’’ Business Week, May 14, 2001. Available from http:// www.businessweek.com. Millard, Elizabeth. ‘‘Can eBay Copycats Thrive?’’ ECommerce Times, June 5, 2002. Available from http:// www.ecommercetimes.com. Vallone, Julie. ‘‘Going Once...Going Twice....’’ Entrepreneur, February 2000. Available from http:// www.entrepreneur.com.

❚ 59 ONLINE CONTENT MANAGEMENT AND PROVISION

Online content is the mix of text and audio and visual material available on a Web page. While Web developers invest considerable time and resources in the underlying technology that drives a Web site, equally important to a site’s success is the content it posts. As with most tasks associated with operating a Web site, you can develop and manage content yourself, you can hire a qualified individual to handle this for you, or you hand it over to a Web development company. For businesses looking to outsource content-related tasks, CNET.com offers an extensive list of Web developers and their specialties.

PLAN YOUR CONTENT AREAS Whether you are planning to develop and manage your own content or to outsource it to a third party, you will need to decide what type of content to include on your site. Before you make this decision, content 85

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strategist Barry Zeger recommends developing a thorough and concrete understanding of your mission, brand, and customers. This insight will ‘‘not only allow your start-up to operate more strategically, but it will also aid in the crafting of Web site content that’s consistent, credible, and agreeable to everyone who works on it.’’ Before getting to the specifics, it is also a good idea to outline which sections you want to include on your site. It might prove worthwhile to examine rival Web sites, as you may find an appealing organizational model to use for your own content. If you intend to sell products or services online, you will probably want to post extensive information about your offerings. What information do your potential customers need to know before making a purchase? Examples of relevant information include product features, warranty descriptions, return policies, price, and delivery policies and procedures. To make the purchase decision easier for your customers, you can also include comparisons to rival products and services that highlight your advantages. Many online businesses also include sections with customer testimonials and frequently asked questions, although some experts caution that too much of this type of information might overload potential customers. Quite often, the organization of the information is as important as the information itself. Visitors should be able to access it if they wish, but they should not have to wade through fine details to get to basic information.

bulleted lists for product features and reasons to choose your company over rivals.

KEEP VISITORS COMING BACK To entice customers to return to your site on a regular basis, you will also need to include information that is updated on a regular basis. One way is to add a news feed to your site. To get one, contact a news compiler such as iSyndicate, Reuters, or ScreamingMedia. In most cases, the provider will supply the coding you need to present their news on your site. They will also provide options for limiting the news to relevant topics, perhaps by keyword or predefined category. This will help make sure the news is meaningful and appropriate to your visitors. Other forms of regularly updated information include weather updates, stock tickers, search engines, chat rooms, and bulletin boards. SmallBizManager.com lists various sources of free Web content for small businesses. Depending on your area of expertise, you might also consider writing a regular column or newsletter. For example, if you are planning to sell plants and gardening supplies online, many of your visitors might be interested in how-to articles related to gardening or calendars of local gardening events.

MANAGE AND TRACK YOUR RESULTS

Along with product information, most online businesses also include content about the company itself. For example, you might write a company history or compile a list of company milestones. You can also include short biographies about your top managers. It is also important to include your company’s physical address and phone number. In addition, public companies typically offer extensive information to potential investors. Again, be careful not to overwhelm visitors with too much information. It is typically most appropriate for this type of content to be easily accessible via a link, which allows visitors to choose whether or not they need to view it.

Managaing content is an ongoing process and commitment. To continue drawing new and repeat visitors, your site should be as up-to-date as possible. You can also gauge the effectiveness of existing content by keeping track of which pages visitors to your site view most frequently, how long they typically spend on each page, which links they tend to select. Various tools are available for this type of traffic tracking. You can also ask customers to comment on your site’s content. Whichever evaluation method you use, keep in mind that the key to effective content management is ensuring your content is in line with your marketing goals.

MAKE THE SITE READABLE

FURTHER READING

Along with the information itself, tone, style, and presentation are also important considerations when developing online content. If you are selling snowboards, surfboards, and related accessories to teenagers, the tone of your content will likely be less formal than if you are selling diamond engagement rings. Although the tone will vary depending on your customer, a simple, straightforward writing style is typically most suitable. When deciding how to present the information, choose a format that showcases information in short, easy-to-read chunks, rather than burying it in long paragraphs. You might consider using

Blacharski, Dan. ‘‘Add Value to Your Site.’’ Entrepreneur.com, September 10, 2001. Available from http://www.entrepreneur.com. Campanelli, Melissa. ‘‘Adding Content.’’ Netpreneur, May 2000. Available from http://www.entrepreneur.com. Chapman, Mary Ann. ‘‘How to Keep Content Current.’’ Inc.com, December 22, 2000. Available from http:// www2.inc.com. Shaw, Russell. ‘‘Checklist: Create a Content Strategy.’’ Inc.com, April 5, 2000. Available from http://www2.inc.com.

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the paradoxical finding that in Europe, a greater percentage of regular company employees—rather than freelancers—are teleworkers. One reason e-lancing is taking root more quickly in the United States is that European cultures have a stronger commitment to company employment and place a high premium on face-to-face contact while forging an employment relationship.

Zeger, Barry. ‘‘Web Site Content Writing for Start-ups.’’ Start-Ups, September 2001. Available from http:// www.entrepreneur.com.

E-LANCE MODELS

❚ 60 ONLINE FREELANCING

As the Internet and e-commerce make it possible for companies to market and sell to customers around the world, it allows workers to apply for jobs and work for employers anywhere via their computers. These online workers go by many names—teleworker, free agent, contract professional, Netrepreneur, and most commonly, electronic freelancer or e-lancer. Elancers represent another step in the globalized, downsized corporate culture of the twenty-first century, in which company staff are cut to the bone and workers are hired on a temporary project basis. E-lancers frequently never set foot in the companies they work for. Unlike workers with day jobs, they must continually plan for the next job; they must provide their own benefits and pay their own taxes. However, they are also able to choose when, where, how, and to an extent for whom they work—a degree of freedom the traditionally employed might envy. The first e-lancers in the 1990s were programmers, Web designers, and other information technology (IT) professionals. IT workers remain the fastest-growing segment of online freelancers in the world. It is quickly spreading to other fields, including writers, editors, translators, accountants, marketing specialists, lawyers, data entry personnel, and salespeople. E-commerce insiders maintain that the number of e-lancers is booming, but hard figures are not easy to come by. The U.S. government reported that 11.5 million Americans were self-employed in 2000 but did not indicate how many worked primarily via the Internet. A large number of U.S. workers might be elancing as early as 2005, according to the U.S. Department of Labor, and two important online brokers of e-work, eLance and Guru.com, experienced rapid growth in the early 2000s. E-lancing is clearly an international phenomenon with much anecdotal evidence of programmers in India, Asia and Eastern Europe telecommuting with U.S. firms. Illustrating the importance of international workers, eLance.com, a leading online job board for e-lancers, is set up to pay workers in their local currency. E-lancing may not be catching on at the same rate the world over, however. One Austrian study released


Vigoroso, Mark W. ‘‘The Reign of Content in ECommerce.’’ E-Commerce Times, October 19, 2001. Available from http://www.ecommercetimes.com.

Online labor brokers have been founded to bring together firms and e-lancers—often referred to in this context as service providers or vendors. Different broker models have arisen. Some serve all e-lancers, regardless of industry; others cater to individual professional groups, such as IT workers or writers. Some are set up as online communities run more or less by members; more commonly they are pure commercial enterprises. Traditional employment agencies like Kelly Services have also become active online brokers, having discovered that the Web enables them to recruit within hours rather than days. Methods for selecting service providers vary from site to site. Some are simple bulletin boards where firms can post new jobs or where e-lancers can post their resumes in hopes of attracting an employer. Some sites require e-lancers to put themselves up for auction, an idea pioneered by a group of IT professionals in 2000 with the formation of bid4geeks.com. However, with the lion’s share of auctions on such sites getting no bids whatsoever, this concept has been slow to catch on. A more popular version of the auction enables elancers to bid on jobs posted by companies, a concept Heather Stone, president of online broker myjobsearch.com, called ‘‘the beginning of the transition to the e-lancer economy.’’ Typical of such sites and one of the leading online job brokers is eLance. Founded in 1999 and launched in earnest in 2000, eLance serves employers and workers of all kinds in over 140 countries. After e-lancers register at the site and pay a subscription fee ranging from US$360 to US$1200, they are entitled to bid on jobs posted on the site. Besides quoting their price, bidders also post their qualifications and experience. A feedback forum provides evaluations given by previous employers. The forum provides an incentive for e-lancers to do their best work as well as an additional means for employers to evaluate potential workers. In addition to the subscription, eLance, like traditional employment agencies, also takes 10 percent of the e-lancer’s paycheck.

BENEFITS AND DRAWBACKS Online freelancing enables self-employed people to find jobs all over the world and do them in their own homes, jobs that without the Internet they never 87

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would have known about. Online labor brokers are by and large easy to use and often low in cost. Elancing provides the freedom to decide when, where, and how long to work, and what jobs to take. Sex, ethnic, and age discrimination are virtually nonexistent. There are a number of disadvantages, however, that e-lancers must consider. First, there is no guarantee you will find work online. Competition is fierce, with hundreds of qualified workers available for most jobs, and some e-lancers who post resumes never receive any inquiries from employers. Like all selfemployed people, e-lancers are required to pay more out-of-pocket taxes because there is no employer covering a share. E-lancers have to track their own taxes and pay in quarterly installments; they must find and pay for health insurance, vacation, and retirement packages on their own. Worst of all, e-lancers have to do without the human contact that comes with a regular job—there’s no boss looking over one’s shoulder, but there are also no co-workers to talk with. Theorists like MIT’s Thomas Malone—who coined the phrase ‘‘e-lancer economy’’ to describe the changes wrought by online freelancing—believe that bodies similar to medieval guilds will eventually arise to fill this need. Online communities and chat rooms already exist, but it is not clear to what extent such virtual relations can really substitute for direct contact with a real person. Some groups, like the National Writers’ Union, organize branches throughout the country that in turn organize regular social as well as professional get-togethers for members. There are also pros and cons for companies. As the e-lancer economy takes hold, firms will presumably have greater ability to obtain top talent from around the world. Organizations will be able to streamline, use their resources more efficiently, and focus on core competencies. Projects can be adapted quickly to changing needs and new technologies. On the down side, managers will have to select help without face-to-face contact, losing important intangibles in the hiring process. The human factor may be the wild card that most inhibits the growth of the e-lance economy. Karsten Gareis, a European researcher, believes that the elance economy will not develop as a volatile open market in which ‘‘lean’’ companies drive down elancers prices—the laissez-faire model favored by many U.S. thinkers. Instead, Gareis wrote, the e-lance economy will come to favor stable relationships built up between firms and small pools of workers with whom they have worked before and trust. Pools will change as new workers enter and older ones leave, but there will be continuity. Under this scenario, a firm’s e-lancers will be as important as an asset as

their permanent staff were towards the end of the twentieth century, and rather than cutting fees companies will offer trusted, proven e-lancers better pay and benefits to increase their loyalty to the firm. As with traditional employee-company relationships, loyalty and trust will be uppermost.

FURTHER READING Ackerman, Jerry. ‘‘‘Guild’ Building in the New Economy: Temps and Freelancers Look for Support System.’’ Boston Globe, September 17, 2000. Belsie, Laurent. ‘‘Home-Based ‘E-Lancers’ Ride the Net’s Rise.’’ Christian Science Monitor, July 17, 2000, 16 Celaschi, Robert. ‘‘E-Lancing Temp Freelancers Mine the Web for Work.’’ California Job Journal, July 9, 2000. Cruse, Linda. ‘‘E-Lancers: The Internet’s New Free Agents.’’ Kansas City Small Business, August 2000. Available from http://www.kcsmallbiz.com/2000/august/fea_0800.htm. Gareis, Karsten, ‘‘eLancing—The Future of Work?’’ Presented at the 8th European Assembly on New Ways to Work ‘‘Telework 2001.’’ Helsinki, Finland, 2001. Harvey, Fiona. ‘‘Electronic Freelancing Provides Net Gains.’’ Financial Times, March 7, 2001. Malone, Thomas, and Robert J. Laubacher. ‘‘The Dawn of the E-Lance Economy.’’ Harvard Business Review 76 (September/October 1998). Mieszkowski, Katharine. ‘‘The E-Lance Economy: How Web Sites Are Meeting the Needs of Free Agent Nation.’’ Fast Company, November 1, 1999. Stone, Heather. ‘‘Human Auctions: Is Online Bidding for Employees the Next Big Thing?’’ Available from http:// www.tenagra.com/ips/private/mjs/articles/nov99.html. Tulgan, Bruce. Winning the Talent Wars. New York: W.W. Norton & Company, 2001. Wolken, Jim. ‘‘The Dawning of Opportunity: An Interview with MIT’s Thomas Malone.’’ Contract Professional, September 1999. Available from http://www.cpuniverse.com/ newsite/archives/1999/sep/malone.html.

❚ 61 ONLINE PROFILING

Online profiling is collecting information about Internet users and their online behavior to create a profile of their tastes, interests, and purchasing habits. Online profiling is a more sophisticated, efficient, and powerful version of traditional demographic segmentation studies done by marketers. With online profiles,

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HOW TO PROFILE To build an effective customer profile, the first thing you need to do is design a database that can put the information gathered on your customers to profitable use. Such a database will organize the data you gather and help you draw conclusions about your customers’ behavior and interests. The design stage involves creating categories of information pertaining to your customers and identifying how those categories relate to each other. These categories will allow you to quickly manipulate and aggregate data in your analysis. In the end, you want to systematize the data so you can make reasonable predictions about customers’ tastes and needs. You can use either reactive or nonreactive methods to collect Internet data on your customers. Reactive means that the customer is aware the data is being collected, allowing him or her to react in some way. Nonreactive data collection, on the other hand, proceeds without customer knowledge. There are advantages and disadvantages to each approach. By collecting customer data with their knowledge, you build a relationship of trust with your clients and can perhaps develop a more cooperative and comprehensive interaction with them over time. On the other hand, the knowledge that data is being collected may cause customers to curtail their natural surfing habits or avoid online shopping. Nonreactive data collection, meanwhile, has the advantage of appearing less intrusive, so customers have no impetus to change their behavior. However, collecting and using customer information in secret poses ethical and potential publicrelations difficulties, which can damage your firm’s reputation and make customers wary of your site. You can collect nonreactive customer information in a variety of ways. Many firms maintain Web log files, the records of all requests for pages or files on your site. You can also find information using common gateway interface (CGI) files, based on a protocol designed to communicate with Web forms, recording the kinds of services and products requested by the user. One of the more elaborate methods is to use software applications designed specifically for online profiling, such as cookies. Cookies are coded identifiers that are placed on a user’s computer when a page, such as a banner advertisement, is loaded. The files can help you identify which pages a person visits and how often. From these practices you can reach some general assumptions about customers’ online behavior, and tailor your marketing schemes accordingly. Reactive data-collection involves requesting information from the user such as name, e-mail address,

address, and other personal details. In addition, you can ask descriptive questions to obtain information on shopping habits, income, sex, education, occupation, and other sociographic data.

PROFILING CONCERNS Customer profiling does come with pitfalls. As with many activities related to the Internet, customers and other Web users are often wary of businesses that engage in online profiling, seeing such practices as a violation of their privacy. Privacy concerns are among the chief factors limiting e-commerce, as customers refrain from making purchases online lest the transmission of personal or financial data be taken out of their control, potentially falling into unwelcome hands. This, in turn, can tarnish your company’s reputation and diminish the your customers’ trust.


your firm can learn to anticipate individuals’ likely tastes and potential spending desires, and allow your marketing and Web strategies to capitalize on them.

Thus it is extremely important to be open about your profiling practice. This will help avoid any suspicion of impropriety, while also clearly explaining your profiling policy to your customers so they can feel safe shopping at and giving information to your site. Many companies include a link on their Web site to their privacy policies, which are carefully crafted to assure their customers that information collected on them is used to help meet their needs. The policies spell out exactly what will and will not be done with accumulated information. The U.S. Federal Trade Commission (FTC) in 2000 issued a report on online profiling calling for the practice to be informed by five ‘‘core fair information practice principles’’: notice, choice, access, security, and enforcement. According to the report:

T Web sites need to disclose their profiling practices. T Consumers should have the chance to opt out of the practice or have a say in how the information is used. T Once information is collected, individuals should have access to their profiles T Profiles should be secured from unauthorized viewers T Enforcement mechanisms should be in place to ensure that Web sites meet their own requirements regarding their profiling practices

While critics charge that online profiling represents a potentially dangerous breach of individual privacy, proponents argue the practice is pro-customer because it ensures companies can meet customers’ needs. At any rate, according to many analysts, online profiling is less a choice than a necessity for Internet businesses; 89

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it is less an issue of whether to profile customers online than of how companies implement such practices.

FURTHER READING Cantos, Lisa, Lorin Fine, and Randi Singer. ‘‘FTC Releases Online Profiling Report.’’ Intellectual Property & Technology Law Journal, October 2000, 22. Thibodeau, Patrick. ‘‘Online Profiling.’’ Computerworld, September 18, 2000, 56. Wiedman, Klaus-Peter. ‘‘Customer Profiling in E-commerce: Methodological Aspects and Challenges.’’ Journal of Database Marketing, January 2002, 170.

❚ 62 ONLINE SOURCES OF MARKET DATA

One of the most revolutionary effects of the Internet has been to put timely market data within almost anyone’s reach. Up-to-the minute stock prices can be obtained around the clock on virtually every search engine and news site on the Web. Online information on bonds, commodity futures, options, foreign stocks, currencies, and other markets are also now commonplace. The amount and quality of financial information available on the Web is astonishing. Thanks to upto-the-minute information from virtually every market in the world, even novice investors have begun to seek their fortunes online. If you’re a beginner, most financial sites also include background, glossaries of financial terms, descriptions of the various equities and instruments, and how each fits into a balanced financial portfolio.

GENERAL SOURCES PCQuote.com is a one-stop site for many financial markets, including stocks, options, and futures. In addition to detailed current quotes on New York Stock Exchange (NYSE), Nasdaq, and Amex stocks, PCQuote provides intraday and historical charts, company earnings, company profiles, and insider trading disclosures. It also includes links to brokers of all kinds. Finally, the site is designed in ‘‘experience tiers’’ for novice, experienced, and expert users. Like most sites that specialize in financial information, many sections of PCQuote.com are proprietary—they can be accessed only after a subscription fee has been paid. SmartMoney.com is a unique source of stock market information. The site is home to one of the most

comprehensive and accessible collections of consumer investment information on the Web. It includes the ‘‘Stock Sifter,’’ which enables investors to screen stocks based on their own criteria, as well as for-pay, real-time price updates from the NYSE and Nasdaq. SmartMoney.com’s centerpiece, however, is its ‘‘Map of the Market,’’ a world map in which continents are industrial sectors and countries are companies. As you move the cursor over a country—colored green or red depending whether its stock is up or down—a small window with news, stock quotes, earnings estimates, analysts’ recommendations, and other information appears. SmartMoney updates the Map of the Market and its other financial maps automatically over the course of the day. Yahoo! Finance has established a leading place among the portal sites. In addition to current stock quotes, the site has a comprehensive set of research tools that include earnings reports, company profiles, annual reports, and analysis. Furthermore, Yahoo! Finance boasts 23 international Web sites, including major financial centers like the United Kingdom, Germany, Japan, and Singapore. Each provides quotes on local shares. Traditional sources of stock information have also established a presence online. Standard & Poor’s Web site includes its influential indices of performance for various equity markets: the S&P 500, the S&P Global 100, the S&P Europe 350, the S&P Asia Pacific 100. It also displays the S&P Canadian and Australian indices, as well as non-equity indices for commodities and credit, and the S&P JJ Kenney/PERFORM Index.

INSTANT QUOTES Because stock prices can change radically within minutes, or even seconds, brokers and investors need the most current information along with nearly instantaneous access to markets. Nasdaq provides streaming feeds of quotes from its so-called Level II boards that make stock price information available to remote computer users at the same time it appears on the computers of Nasdaq market makers. The service is expensive, however, and is primarily used by brokers and professional traders.

COMPANY REPORTS For company research, Hoover’s Online and Dow Jones Interactive are among the best. Hoover’s includes news, financials, and company profiles. Most of the content is available only to Hoover’s subscribers. Likewise Dow Jones Interactive includes full-text articles from the Wall Street Journal and hundreds of other business publications, along with analysts’ reports, historical data, and profiles of thousands of

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For those unable or unwilling to pay for financial research, one free site is a gold mine. The U.S. Securities and Exchange Commission’s EDGAR database contains thousands of annual, quarterly, and occasional reports filed by large publicly traded companies. The filings include detailed information about company finances, stock offerings and splits, executive compensation, insider trading, and other topics. Similar information can also often be found on the investors’ pages of individual companies’ Web sites. The SEC offers the filings—which range from around 1995 to the present—in both HTML and PDF formats. The site includes tutorials on finding information and explanations of the various reports companies must make to the SEC.

Hoover’s. Available from http://www.hoovers.com. Dow Jones Interactive. Available from http:// www.djinteractive.com. German Stock Exchange. Available from http://deutscheboerse.com. Investing in Bonds. Available from http:// www.investinginbonds.com. London Stock Exchange. Available from http:// www.londonstockexchange.com.


public, private, and foreign firms. Dow Jones Interactive can only be accessed by subscribers.

Nagoya (Tokyo) Exchange. Available from http:// www.nse.or.jp. Nasdaq. Available from http://www.nasdaq.com. New York Stock Exchange. Available from http:// www.nyse.com.

INTERNATIONAL DATA More and more, stock exchanges are transforming themselves into completely virtual entities with most trades no longer taking place on trading floors but only on computer screens. Nearly all exchanges, including the NYSE, Nasdaq, London, Tokyo, Singapore, and Frankfurt exchanges, have Web sites which provide current stock prices. A comprehensive list of the Web sites of international stock exchanges is available on the Yahoo! Finance site. Most major foreign exchanges provide quotes and other information in English. A good additional source of information on the Japanese economy can be found at the English language pages of Nikkei Net Interactive. BONDS AND DERIVATIVES Comprehensive information on all sorts of bonds can be found at Investing in Bonds. The site allows investors to sort municipal, corporate, and treasury bonds by a variety of criteria, including credit rating, maturity, state, and volume. The site also includes a wealth of educational resources for the beginning bond trader. BradyNet is the most complete source of information about emerging market bonds, such as those issued in developing countries in Asia, Eastern Europe, and Latin America. The leading futures market in the United States, the Chicago Board of Trade, posts quotes on futures in a variety of areas, including grains, metals, livestock, swaps, financial instruments, Dow Jones products, X-funds, and AIG products. Real-time quotes are also available together with news and educational information on futures. FURTHER READING BradyNet. Available from http://www.bradynet.com. Chicago Board of Trade. Available from http:// www.cbot.com.

Nikkei Net Interactive. Available from http:// www.nni.nikkei.co.jp. PCQuote.com. Available from http://www.pcquote.com. Securities and Exchange Commission. EDGAR Database. Available from http://www.sec.gov. Singapore Stock Exchange. Available from http:// www.ses.com.sg. SmartMoney.com. Available from http:// www.smartmoney.com. Standard & Poor’s. Available from http://www.spglobal.com. Yahoo! Finance. Available from http://finance.yahoo.com.

❚ 63 ONLINE TRANSACTIONS

Online transactions take many forms. In businessto-business (B2B) transactions, businesses conduct transactions with one another. For example, if Microsoft Corp. purchases office supplies from Office Depot online, both firms are engaged in a B2B transaction. Business-to-consumer transactions (B2C) take place when businesses and consumers conduct business online, such as when individuals buy tickets from Ticketmaster.com. Person-to-person transactions (P2P) are online interactions between two individuals, like those conducted on online auction site eBay. Although these three types of transactions are the most common, other forms do exist. For example, when individuals submit their taxes electronically, they are completing an online transaction. 91

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Not all online transactions involve payment, but the majority do. In a B2C transaction, the most common method of payment is by credit card, which involves a series of smaller transactions. Similar to traditional credit card payments, online credit-card payments make use of a merchant bank that processes and complete transactions. After an online purchase order is submitted, sellers use real-time online processing software to transmit the customer’s credit-card information to its merchant bank. Upon receipt of the information, the merchant bank sends a request for approval to an acquiring processor, which transmits the request to the bank that issued the credit card to the customer. The card-issuing bank then transmits an approval or denial code that makes its way back to the seller who initiated the process. Online B2C payment transactions quite often also make use of check cards, which withdraw money directly from a client’s checking account. Customers using check cards on the Internet simply enter their check-card number as they would a credit-card number. Accepting check cards is very similar to accepting credit cards; in fact, the transaction processing methods for both are nearly the same. Despite the complexity involved in these types of transactions, they are usually completed instantaneously. The payment process for a B2B transaction can differ from that of a B2C transaction, particularly if the business making the sale uses an invoicing system to bill its business clients. In this case, the payment transaction might make use of electronic bill presentment and payment (EBPP) technology, which allows businesses to bill clients and secure payment online. Such an online transaction typically begins when a business e-mails an invoice, which includes a link to an online payment service provider’s Web page, to a client. The client can then visit the Web site to view more detailed billing information and submit an electronic payment by clicking a button that automatically debits their checking account. This type of automated payment transaction can only take place, of course, if clients have previously agreed to allow the online payment processor to withdraw funds from their bank accounts. To complete P2P payment transactions, many individual buyers and sellers use PayPal, the leading P2P payment service, which handles roughly 50 percent of the payments processed via eBay. Both parties must be members of PayPal for the transaction to be completed. To make a payment, members can e-mail funds to any other PayPal account holder via an automated e-mail message titled ‘‘You’ve Got Cash!’’ Individuals making payments can stipulate whether they want the funds charged to a credit card or withdrawn from a bank account they have agreed to allow PayPal to debit. PayPal also allows users to set up

PayPal accounts from which they can make and receive payments. If you are interested in making use of online payment processing, you can either contact a bank to set up the necessary accounts and obtain the software you need to handle these types of transactions, or you can contact a payment processing provider like PayPal. Other popular service providers include BillPoint, Check Free, or Web Pay. Each of these companies handles payment processing somewhat differently, although the end result, allowing consumers and businesses to complete online payments, is the same. Still, a transaction is not completed just because payment has been made. Goods and services must also be delivered to the customer. In some cases, delivery can actually be completed online. For example, customers might be able to download purchases, such as software. Or they simply may print a copy of an e-ticket for their flight reservation. Customers purchasing an online subscription to something like the Wall Street Journal might receive their password via email. In these cases, the transaction is completed electronically, as soon as customers receive for what they have paid. Most online transactions, however, involve some sort of physical packaging and shipping. Many small businesses decide to handle their own packaging and shipping operations. Upon receipt of an order, they package the goods and either take them to a branch location or drop box of a shipping company like UPS or FedEx, or they scheduling pickups with one of these firms. Other companies use a fulfillment company, such as Ifulfillment.com or Fulfillmentplus.net to handle tasks like packaging and delivery for them. Some fulfillment companies oversee payment processing as well as packaging and shipping. The options for handling online transactions are varied, so you will likely need to do some research before deciding what option is best for your business. As your business grows, be open to changing how you handle online transactions in the interest of cost savings and efficiency.

FURTHER READING Hirsh, Lou. ‘‘Battle of the Online Payment Systems.’’ ECommerce Times, April 30, 2002. Available from http:// www.ecommercetimes.com. Miller, Tim. ‘‘Online Alternatives to Credit Cards.’’ Entrepreneur.com, February 18, 2002. Available from http:// www.entrepreneur.com. Vallone, Julie. ‘‘Going Once.Going Twice.’’ Entrepreneur, February 2000. Available from http://www.entrepreneur.com.

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❚ 64 OPERATING SYSTEMS

An operating system is the software program that allows all the parts of a computer system to function. It controls everything from accepting input from a mouse or a keyboard to sending files to a printer. Operating systems are also known as the platforms upon which various applications run. Microsoft Windows is one of the most popular operating systems, particularly for personal computers (PCs). On a PC equipped with Windows, only applications written for Windows will run. Similarly, machines using Unix, Linux, or other operating systems can only run programs designed for that system. Therefore, when selecting an operating system, it is important to consider what types of programs you wish to run to determine which systems best suits your needs.

DETERMING BUSINESS NEEDS If you’re simply purchasing a PC to compose wordprocessing documents, maintain financial spreadsheets and a customer database, run an email program, and surf the Internet, you may find yourself more concerned with the memory and processing speed of the machine than with your choice of operating system. The great majority of PCs come equipped with Microsoft Windows, and for individual users, investigating other options simply may not prove worthwhile. However, if you are looking at more sophisticated machines, like network servers, your operating system choice involves higher stakes. Not only are such machines more expensive, but the specialized operating systems which run them, like Unix and Windows NT, usually cost much more than their desktop equivalents. COST VERSUS PERFORMANCE One increasingly popular business operating system is Linux. Because Linux is a based on an open source code not owned by any corporate entity, Linux users are not subject to licensing fees. In fact, you can simply download Linux via the Internet for free; however, you may find yourself needing to hire technical expertise to help you get your Linux system up and running. Quite often, any costs associated with using Linux are related to either hiring such individuals or to purchasing the operating system from a Linux vendor, like Red Hat, which offers technical support, manuals, and related services for a fee. There are actually many different versions of Linux available, and not all share the same features. Still, the product’s low cost makes it an attractive option for many small businesses. According to a May 2002 article in Business Week, ‘‘In the server-appliance business, mostly

Along with cost is the issue of performance. If you are running an online business, the reliability of your operating system could very well determine your success. Online customers are easily frustrated when servers shut down, systems experience bottlenecks, and other problems arise. Completely avoiding these types of problems is impossible; rather, your goal should be to deal with these problems as effectively as possible. According to Mike Hogan in Entrepreneur, the low cost of using a Linux operating system allows small business owners to create ‘‘redundancy in different physical locations. Linux lets you deconstruct your work flow and spread its parts among servers worldwide. In this way, your site can more efficiently balance network loads and weather everything from a local power outage to a distributed denial of service attack.’’ If this process sounds like a more complicated one than you are prepared to tackle, you can outsource the task to an application service provider (ASP) who will operate your site on its Linux servers. As of mid-2002, more than half of all Web sites used the Linux operating system.


targeted at small-business and home-office users who want to easily network a few machines, Linux is quickly becoming the de facto operating system due to its low price—$0 per copy.’’

Critics of Linux point out that the number of software programs written for the operating system are more limited than they are for more mainstream systems like Windows and Unix. They also point out that many businesses find it necessary to either have a Linux expert in-house or hire a consultant for technical support. However, leading software companies like Veritas, SAP, and IBM have unveiled Linux versions of their best-selling programs. In addition, technology giants like Oracle Corp. began making use of Linux for their corporate intranets. Equally important to the mainstream acceptance of Linux was Amazon.com’s decision to begin powering its Web servers with Linux, reportedly saving $17 million. If you decide to allow a Web hosting company to run your Web site on its servers, chances are you won’t be involved in the details of managing the operating system. If, however, you plan to purchase and operate your own servers, you must choose an operating system will run those servers. The growing popularity of Linux does not necessary mean it’s the best choice for every business. Research a variety of server and operating system options—many servers come with operating systems already installed—and compare the pros and cons of each to determine which package is best suited to your business.

FURTHER READING ‘‘Before Red Hat Sees Blue Skies.’’ Business Week, May 16, 2002. Available from http://www.businessweek.com.

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Cavanah, Cassandra. ‘‘Pound for Pound.’’ Entrepreneur, May 2000. Available from http://www.entrepreneur.com. ‘‘Giant Steps for a Software Upstart.’’ Business Week, May 16, 2002. Available from http://www.businessweek.com. Hogan, Mike. ‘‘The Penguin’s Revenge.’’ Entreprenuer, July 2001. Available from http://www.entrepreneur.com. Orzech, Dan. ‘‘Bidding on Linux.’’ Inc.com, June 15, 2000. Available from http://www2.inc.com.

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outsource various tasks. As the E-Commerce Times advised in May 2002, ‘‘When you want something done right, there are times when doing it yourself is not the best option. Even the best companies need to recognize the limitations of their operations expertise and know when to outsource certain e-business functions.’’ If you are planning to launch a new Internetbased business, or if you are planning to take your business online for the first time, you may have already considered outsourcing some or all of the following tasks: Web site development and hosting, payment processing, order fulfillment, and call-center services. While it is possible to purchase these services separately, in many cases, e-commerce specialists offer solutions which bundle together several services.

OUTSOURCING OPTIONS

When deciding to launch a new business venture, entrepreneurs are faced with many decisions regarding how to handle specialized tasks, such as accounting, recruiting, and technology management. In some cases, entrepreneurs decide to handle the majority of these tasks internally, either overseeing operations themselves or hiring qualified individuals to do so. Another option for new business owners is outsourcing: paying another business or an independent contractor to handle specific tasks. Outsourcing agreements can be temporary or ongoing, and in many cases they offer small businesses a relatively inexpensive means of gaining access to the expertise they need to launch, maintain, and expand operations. With new developments in e-commerce technology emerging on a regular basis, you will likely find it beneficial to regularly revisit your outsourcing decisions to be sure you are taking advantage of options that might prove less expensive and more efficient.

One of the first tasks you will be faced with as an e-commerce entrepreneur is deciding how to build and host your own Web site. If you are technologically astute or willing to hire technical staff, you might save money by developing and hosting your own site. Keeping it in-house will also allow you to maintain more control over your site. However, the majority of Internet start-ups outsource this type of work to one of a vast number of Web developers. While some Web-hosting companies limit their services to simply housing your site, many offer Web site design, construction, and maintenance services. Before hiring such a company, be sure you know exactly what services you expect to be rendered and how much they will cost. It is also a good idea to review other sites created by Web development companies, particularly those for businesses similar to yours in size and scope.

TO OUTSOURCE, OR NOT TO OUTSOURCE

PAYMENT PROCESSING

Some small business experts advise entrepreneurs to ‘‘decide what you are good at and outsource everything else—i.e., focus your company on your core competency, and let someone else do the rest,’’ according to a March 2002 article in Entrepreneur.com. Others caution against overuse of outsourcing because it may put too much operational control into the hands of others. Issues to consider are cost savings, timing, and the reliability of the business or independent contractor being hired. Does outsourcing actually save the company money? Will it allow the company to complete an important task or offer improved services more quickly? Is quality likely to be compromised? Is the business or independent contractor likely to remain in business? The technical expertise required to operate an online business prompts many online entrepreneurs to

WEB SITE DEVELOPMENT AND HOSTING

If you plan to operate an online business, you also have to decide how you want to process payments. You can obtain the necessary accounts and purchase the necessary software, or you can outsource this process to a third party. Many banks offer online creditcard processing solutions, which handle online payment processing for small businesses. By opting to outsource payment processing, you can dramatically reduce the amount of work involved in setting up a payment-processing system for your business. Technology companies like Verisign, Authorize.Net, and PayPal also offer comprehensive payment processing solutions specifically designed for small businesses. One place to begin researching various payment-processing outsourcing options is MerchantSelection.com, which provides ratings and reviews of payment processors.

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Many online ventures also outsource fulfillment services, including packaging, shipping, managing inventory, and processing returned merchandise. Companies specializing in fulfillment for smaller online businesses include e-fulfillment.com, Ifulfillment.com, and Fulfillmentplus.net. Each of these firms offers different services and charges different fees. As a Juanita Ellis advises in Entrepreneur.com, ‘‘Before you select a fulfillment company, be sure you’ve gathered all the information needed to make the best choice. You’ll want to know the cost of distribution, warehousing and customer service. In addition, get at least three customer references you can call directly to find out their experiences with the company.’’

CALL-CENTER SERVICES Customer-service centers that field all types of calls, from requests for additional information about a product or service to customer complaints, are known as call centers. Some companies operate their own call centers, but many rely on outside call centers that serve numerous different businesses, all transparent from the customer’s perspective. If you believe your business would benefit from call center services, particularly Web-enabled ones, you can turn to an outside source. Experts cite concerns over outsourcing customer service tasks like call-center services due to issues related staffing, training, and quality control. However, outsourcing can also give small businesses access to more sophisticated technology than they might otherwise be able to afford. Outsourced call-center services are out of reach for most small businesses. By one estimate in 2000, infrastructure alone cost roughly $90,000—or $4,500 per agent—for a 20-agent center. Still, less expensive options began to emerge in the early 2000s. Hoping to target small and mid-sized companies, AT&T Corp. and Qwest Communications have explored networkbased call centers, a cheaper alternative to traditional call centers because they use a single network and eliminated the need for costly infrastructure. Callcenter technology specialist Rockwell offers FirstPoint Business Edition, a Web-enabled call center solution for small- and medium-sized businesses at $1,625 per user.

FURTHER READING Ellis, Juanita. ‘‘Fulfillment Companies at Your Service.’’ Entrepreneur.com, July 24, 2000. Available from http:// www.entrepreneur.com. Hirsh, Lou. ‘‘The Case for E-Business Outsourcing.’’ ECommerce Times, May 17, 2002. Available from http:// www.e-commercetimes.com.

Lowe, Keith. ‘‘The Pros and Cons of Outsourcing.’’ Entrepreneur.com, March 4, 2002. Available from http:// www.entrepreneur.com. Morphy, Erica. ‘‘The Dangers of Outsourcing Customer Service.’’ CRMDaily.com, April 25, 2002. Available from http://www.ecommercetimes.com.


FULFILLMENT

❚ 66 P2P EXCHANGE

P2P, which stands for both ‘‘person-to-person’’ and ‘‘peer-to-peer,’’ is a direct online communication between two individuals or personal computers (PCs). Using tools like instant messaging, online auctions, and online classified ads, P2P is a way to share information and conduct purchases between private individuals. A person-to-person transaction happens, for example, when someone in Colorado uses an online auction site to sell an antique vase to a resident of California. Peer-to-peer networks are a major means for conducting person-to-person exchange. These systems, such as the defunct music-swapping service Napster, enable file sharing between PCs. In contrast to traditional client/server networks, which give PCs access to information stored on a server, peer-to-peer networks allow PCs to communicate directly with each other, reducing or eliminating the need for a server.

PEER-TO-PEER NETWORKS While peer-to-peer networks have yet to gain wide acceptance in businesses, to many analysts this sort of decentralized file sharing is promising. A September 2001 issue of Inc.com gives this example: ‘‘Say a New York City manufacturing company is looking to negotiate a new sales contract with its Texas vendors. Instead of relying on e-mail, faxes, or phones to negotiate and exchange information, a company using P2P software can interact in real time, allowing staff to move important documents, communicate with virtual whiteboards, and coordinate calendars, all without ever leaving the office.’’ However, critics of peer-topeer technology argue that granting direct access to PCs could pose a serious security threat to businesses. In fact, many analysts assert that peer-to-peer networking will not become mainstream until security issues, such as the ease with which hackers can access such a system, are addressed. Peer-to-peer technology raises legal issues as well. In Napster’s case, fears of copyright infringement eventually shut down the music-swapping service after a tumultuous legal battle. For similar reasons, 95

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many Napster rivals were forced to shutter their operations as well. However, new peer-to-peer networks have continued to emerge. In April of 2001, a group of investors led by Intel Corp. gave Ian Clarke $4 million to develop commercial applications for Freenet, the peer-to-peer network he launched on the Internet in March 2000. Another entrepreneur, Chris Kitze, used peer-to-peer networking technology to create Yaga in the early 2000s. Unlike Napster and Freenet, both of which bucked conventional copyright laws, Kitze hoped to use Yaga to secure payment for copyright holders. The premise behind the business model is that owners of songs, videos, books, and other digital content will allow Web surfers to download files directly from their PCs. Yaga will provide the portal that brings buyers and sellers together and offer the payment tools to facilitate these P2P transactions. As of early 2002, however, Kitze had yet to convince many big-name content owners to use his service.

PERSON-TO-PERSON TRANSACTIONS Person-to-person transactions, like those conducted on online auction site eBay, allow individuals to exchange goods and services. Although online auctions also allow businesses to peddle their wares, they were first designed to facilitate sales between two individuals. To make money, companies running online auctions typically charge a commission on each transaction completed. Unlike many other Internetbased business models, the online auction has proven highly successful, due in part to the lower overhead costs associated with operating such a business, particularly for online auction giant eBay. In fact, eBay’s success has made it difficult for rivals to create their own viable online auctions. As the June 2002 E-Commerce Times reported, ‘‘In the online auction sector, eBay is not just king of the hill, it owns the mountain. Some challengers to the throne have stepped forward in the past few years, but all have been trounced.’’ Even though eBay is the largest online auction site, it does have a few rivals. Its largest competitor, Ubid, secured 3.6 million unique visitors in April of 2002. While this number pales in comparison to eBay’s 24.3 million visitors that month, it does indicate that other auction sites can attract a decent amount of traffic. Some analysts recommend that entrepreneurs who want to create a person-to-person business like eBay target niche markets, limiting themselves either to certain products or to certain geographical areas. You might consider developing another kind of person-to-person site. For example, Intellibarter, founded in December of 1999, allows individuals to post merchandise they would like to trade. Sellers are able to set values for their merchandise and then use what they earn selling their merchandise to purchase

other goods or services listed on the site. Like online auction sites, online bartering sites make money by charging a commission on each transaction completed. They also operate with minimal overhead. However, keep in mind these sites are also susceptible to the same sort of consumer fraud that has plagued online auctions. If you plan to develop this sort of business, you will need to decide whether or not to offer some sort of guarantee to the individuals who use your site. To complete person-to-person payment transactions, buyers and sellers use P2P transaction technology. While this technology is used most frequently for online auction purchases, individuals also use P2P payments for making charitable donations and sending money to a friend or family member. PayPal is the most popular P2P payment service, handling roughly 50 percent of the payments processed via eBay. PayPal members are able to e-mail funds to any other PayPal account holder via an automated e-mail message titled ‘‘You’ve Got Cash!’’ The funds can be charged to a credit card via an online form at the PayPal site, or they can be withdrawn from a bank account, once the user is properly verified. If you are planning to create a P2P business that will require payment processing, you can contact a company like PayPal, BillPoint, or WebPay to set up a system on your site. FURTHER READING ‘‘Basic Training.’’ Inc.com, September 9, 2001. Available from http://www2.inc.com. ‘‘A Chat with the Master of P2P.’’ Business Week, August 1, 2001. Available from http://www.businessweek.com. Cortese, Amy. ‘‘Peer to Peer.’’ Business Week, March 23, 2001. Available from http://www.businessweek.com. Hirsh, Lou. ‘‘Battle of the Online Payment Systems.’’ ECommerce Times, April 30, 2002. Available from http:// www.ecommercetimes.com. McGarvey, Robert. ‘‘P2P is Dead, Long Live P2P.’’ EContent, March 2002. Millard, Elizabeth. ‘‘Can eBay Copycats Thrive?’’ ECommerce Times, June 5, 2002. Available from http:// www.ecommercetimes.com. Scannell, Ed. ‘‘Startup to Create Applications Based on Freenet.’’ InfoWorld, April 16, 2001, 12.

❚ 67 PACKAGE MANAGEMENT

A key difference between online business ventures and more traditional retail operations is how customers

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In the late 1990s, when e-commerce was just beginning to take hold, many online ventures were more concerned with securing new customers than with making a profit. As a result, many offered free shipping. By the early 2000s, however, profitability became a key concern for Internet-based businesses. Companies found that they simply had to pass shipping charges along to customers if they were going to stay afloat. Some firms even began to view shipping as a way to secure additional profits, marking up shipping prices. According Entrepreneur in February 2002, ‘‘Online marketing analysts offer several suggestions on how to handle shipping and handling fees. Because the majority of consumers review these costs prior to making a purchase, it’s advisable to consider these charges as a break-even proposition instead of a way to make money.’’ The reason is simple: customers know enough about shipping charges to know when firms are tacking on extra dollars to boost profits. The article cited a Datamonitor study that indicated nearly 70 percent of online purchases were abandoned before completion in 2001. Datamonitor said many customers abandoned their purchases because they believed shipping and handling costs were too high. In some cases, it makes sense for businesses to base shipping charges on package weight, particularly if the products shipped tend to be heavy. In other cases, shipping fees can be based on the amount of money a customer spends; this model allows a business to offer free shipping to those who spend over a certain amount, a method for enticing customers to purchase more than they might have first intended. However, this model might prove problematic if a customer spending $200 on lightweight draperies gets charged the same shipping and handling fees as a customer spending $200 on a heavy wooden table. Along with determining what to charge, you must also decide to either handle packing and shipping internally or to contract a fulfillment company to manage the process. Quite often, this decision depends upon the number of packages you ship, as well as the cost of the merchandise. If you are planning to sell large quantities of goods to a handful of businesses,

you might find that using a fulfillment center proves cost effective because merchandise can be shipped at bulk rates. However, if you’re selling inexpensive items, such as used CDs, to a wide variety of individual consumers, using a fulfillment center might prove too expensive as the per-item fulfillment cost might actually be higher than what you are charging for a CD. If you are shipping a small number of goods, you might also find that fulfillment centers are not very cost effective. Industry experts recommend keeping fulfillment costs under 10 to 15 percent of merchandise sales. In some cases, outsourcing might allow you achieve this goal, while in other cases, handling package management yourself might be the better choice. You will need to research both options to determine which best suits your business.


actually go about getting the merchandise they purchase. In some cases, customers can simply download what they have bought. For example, many online software companies allow customers to download software programs as soon as they pay. Online magazines permit clients to download articles once they agree to pay a fee. Similarly, online brokerages allow clients to make trades online after they deposit money and complete registration forms. In many cases, however, online businesses sell merchandise that must be packaged and shipped to clients. How businesses manage this process can have a direct impact on customer satisfaction.

If you decide to undertake your own package management, you’ll need to work with a shipping company like FedEx or UPS. You can download software from both of these firms that will allow your customers to track their shipments online. You will be responsible for keeping track of orders, packaging goods, and either taking them to a branch location or drop box, or scheduling pickups. Should you choose to outsource package management tasks, you will find that a wide variety of fulfillment companies offer services ranging from packaging, shipping, and return processing to inventory management, stock replenishment, and credit-card transaction processing. If you are already using a Webhosting company, you can check to see if it offers any package management services. While these services can be somewhat limited, depending on the hosting company, they are quite often more than adequate for small online merchants. Companies specializing in fulfillment for smaller online businesses include Ifulfillment.com, Fulfillmentplus.net, and Ifulfill.com. Each of these firms offers different services and charges different fees. Ifulfillment.com serves both business-to-consumer (B2C) and business-to-business (B2B) ventures. Along with standard order fulfillment, inventory management, and return processing, the firm also offers package management services for perishable items such as frozen food, flowers, and wine. To get an idea of what fulfillment services might cost, the firm’s Web site contains a Quote Wizard that allows users to input weekly sales figures, the average number of goods shipped per order, and similar information. Fulfillmentplus.net also offers a wide range of order-fulfillment services. It differentiates itself from rivals by allowing customers to personalize orders by selecting options like gift wrapping and greeting cards. 97

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Meanwhile, IFulfill.com offers comprehensive services that handle the fulfillment process from the moment customers click on a ‘‘Buy Now’’ button until the merchandise is at their doorstep. Like its rivals, IFulfill.com offers more limited service options for budget-conscious customers. The firm’s Fulfillment Only Service is designed for small online merchants looking for package-management services only. Before contacting a fulfillment company, it’s a good idea to decide which services you would like outsource. Figuring this out ahead of time will allow you to focus your research efforts. As a June 2000 issue of Entrepreneur.com advises, ‘‘Before you select a fulfillment company, be sure you’ve gathered all the information needed to make the best choice.. you’ll want to make sure the fulfillment company of choice delivers products in a timely manner, quickly responds to you and your customers, and handles returns efficiently.’’

FURTHER READING Campanelli, Melissa. ‘‘Fulfilling Orders.’’ Netpreneur, May 2000. Available from http://www.entrepreneur.com. ———. ‘‘Who Pays to Get It There?’’ Entrepreneur, February 2002. Available from http://www.entrepreneur.com. Ellis, Juanita. ‘‘Distribution of Goods.’’ Entrepreneur.com, November 30, 2000. Available from http:// www.entrepreneur.com. Ellis, Juanita. ‘‘Fulfillment Companies at Your Service.’’ Entrepreneur.com, July 24, 2000. Available from http:// www.entrepreneur.com. Frum, Christi. ‘‘Deliver the Goods or Say Good-Bye.’’ Inc.com, September 6, 2000. Available from http:// www2.inc.com.

❚ 68 PAYMENT SYSTEMS

One of the most important things to consider when setting up an online business is how customers are going to pay for their purchases. According to Netpreneur writer Melissa Campanelli, ‘‘Payment processing systems lie at the heart of all e-commerce operations. Your site won’t survive unless customers can pay for their items with minimal disruptions and maximal convenience.’’ Online shoppers pay for their purchases most frequently with a credit card. To accept credit card numbers as payment, you must use online credit card processing technology that processes payments via platforms like the Web. In an effort to protect personal information like credit card

numbers, most payment processing systems include secure electronic transaction specifications, address verification programs, and other fraud screening technology. Accepting credit card payments via the Internet is quite similar to accepting credit card payments in a more traditional retail setting. Online merchants must work in conjunction with an acquiring, or merchant, bank to process and complete transactions. For example, after a consumer at a book e-tailer like Amazon.com completes a purchase order, Amazon uses real-time online processing software to transmit the customer’s credit card information to its merchant bank. Once the merchant bank receives the request, it seeks credit card authorization from an acquiring processor, which handles credit card processing, billing, reporting, and settlement services. The acquiring processor transmits the request to the card-issuing bank—the bank that issued the credit card to the consumer—which responds with either an approval or denial code that is forwarded to the merchant. Typically, despite its complexity, this entire process is completed in less than 15 seconds. If you would like to accept online credit card payments, you will need to establish a merchant account and purchase an online credit card processing system to facilitate the process. To obtain a merchant account for your online business, you can apply for one at a bank of your choice. Most merchant banks will ask for specific information about how you conduct business and will work with you to determine which transaction processing model to use. The fees charged and services offered by merchant account providers vary widely. Many providers charge one-time application fees. Nearly all providers charge a small fee per transaction as well as a merchant discount fee, which is a percentage of sales that typically ranges from 1 to 4 percent. To familiarize yourself with the options available, you might consider using a site like MerchantSeek.com, which provides a current listing of the lowest-priced merchant account providers as well as information about what types of services each provider offers. If you have already established a merchant account for traditional credit card transactions, you will still need to obtain a separate identification number, known as a terminal ID, for Internet transactions. Many banks also offer online credit card processing solutions, which handle payment processing for you and even include additional features like online shopping cart technology. By opting to purchase such a service, you can dramatically reduce the amount of work involved in setting up a payment processing system for your business. Companies like Verisign, Authorize.Net, and PayPal also offer comprehensive payment processing solutions specifically designed

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Credit cards are not the only online payment option businesses can offer customers. Check cards, typically issued by large credit card companies, pull money directly from a customer’s checking account, allowing customers to pay for purchases without the expenses associated with a credit card. Customers using check cards on the Internet simply enter their check card number as they would a credit card number. Accepting check cards is very similar to accepting credit cards; in fact, the transaction processing methods for both are nearly identical. If you are able to process online credit card payments, you should be able to process online check card payments as well at no additional cost. Another option, Internet checks, makes use of the automated clearing house (ACH) network. While they are similar to check cards in that funds are pulled directly from a consumer’s checking account, the gateway used to settle Internet check transactions is very different. As a result, check card funds are usually deposited into a merchant’s account in two or three days, while Internet check funds take 10 to 14 days to close. Many payment processing solution providers offer various payment processing capabilities that allow you to accept credit cards, check cards, and Internet checks. Additional services include the ability to accept international payments and protection against credit card chargebacks, which happen when a consumer disputes a credit card transaction. When deciding which payment processing services you will offer your customers, a February 2002 issue of Entrepreneur.com recommends that you ‘‘keep in mind that today’s service-conscious consumers expect convenience, and the more payment options you offer them, the more likely you are to win their business.’’

FURTHER READING Campanelli, Melissa. ‘‘Getting Paid.’’ Netpreneur, May 2000. Available from http://www.entrepreneur.com. Ellis, Juanita. ‘‘Accepting Credit Cards Online.’’ Netpreneur, February 2000. Available from http://www.entrepreneur.com.

Miller, Tim. ‘‘Online Alternatives to Credit Cards.’’ Entrepreneur.com, 18 February 2002. Available from http:// www.entrepreneur.com. Webcom. ‘‘Getting a Merchant Account.’’ Santa Cruz, CA: Webcom, 2001. Available from http://www.webcom.com/ help/webcommerce/merchant.shtml. ——— ‘‘Getting a Merchant ID Through Your Bank.’’ Santa Cruz, CA: Webcom, 2001. Available from http:// www.webcom.com/ecommerce/tips.shtml.


for small businesses. While most require that you have a merchant account, PayPal and a few other online payment processing firms allow you to bypass the time and cost involved in securing such an account. In some cases, payment processors might offer free trial periods for their payment processing services. For example, as of May 2002, Verisign offered a free 30-day trial of its Payflow Pro service to online business owners looking for a payment processing solution. Ratings and reviews of various payment processors are available from MerchantSelection.com.

❚ 69 PERFORMANCE METRICS

The processes a business uses to evaluate the performance of various business practices are known as performance metrics. In the world of e-commerce, performance metrics typically have to do with Website performance and how users interact with Web sites. To determine how well a Web site serves customers or how quickly various pages load, most companies use tracking software. Tracking visitors without their active participation using cookies and IP addresses is known as passive tracking, while asking visitors to supply personal information via an online registration form is known as active tracking. Performance metrics at many online firms include both types of tracking. Many analysts advise that conducting some sort of Web-tracking activity is essential to the success of online businesses. According to Netpreneur writer Melissa Campanelli, ‘‘you can’t effectively maintain your site without tracking visitors. Once you know specific areas of the site most viewed by visitors and which search engines they’re using to reach your site, you can modify your site’s focus.’’ Site analysis can also offer specific information about the behavior of your visitors that might prompt you to make changes to the site itself. For example, if you determine that customers tend to abandon an online purchase when asked for their home phone number, you might decide to eliminate that question from your order form. Or if tracking analysis reveals that the majority of your visitors leave a page before it finishes loading, you may decide to pare down graphics or anything else that might be slowing it down. If you wish to conduct performance metrics on your Web site, you can pursue one of several options. If you use a Web-hosting company to maintain your site, you can check to see if it offers performance metrics services in addition to hosting. In many cases, this is an ideal choice for small businesses because it is inexpensive and eliminates the need purchase 99

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additional software or contract with a separate company. However, if your Web host doesn’t offer these services, if their services are too limited, or if you simply want more control, you can purchase a Webtracking software program. In many cases, all you need to do to run Web-tracking software is place an HMTL marker on each page of your site. Many products are available to analyze Web traffic. In addition, many companies offer Web-tracking software and services tailored to small businesses. For example, NetIQ’s WebTrends Log Analyzer is able to analyze site traffic in real time. Created for sites with a single server, Log Analyzer is designed for small online businesses with fairly simple needs. The program pulls from the server’s log files information about visitor patterns, visitor paths, and basic demographic information about visitors, such as their geographic location. The software can also determine which site or keyword search led visitors to your site. The firm also offers more advanced product suites for sites using more than one server. Depending on which option you choose, you’ll pay anywhere for $700 to $10,000 annually to license a high-end WebTrends product. If you would like to try the software before making a purchase decision, you can download a free trial version from NetIQ’s Web site. Another Web tracking option for small businesses is iLux Enterprise 2000, which constructs a visitor database and analyzes visitor behavior. Basic reports include content viewed, referral sources, search engine sources, visitor patterns, and visitor profiles. iLux Enterprise can also generate customized reports. Other companies, such as InfoVista, offer similar performance software tools that are relatively inexpensive. If you are most concerned about how your site performs—as opposed to what users are doing at your site, how they got there, how long they stay there, and where they go when they leave—Keynote Systems provides a service that simply tests various Web pages from a variety of locations to determine their load time and reliability. This service costs from $295 to $995 per month. Less expensive (and less comprehensive) services are also available. Regardless of which service you use, incorporating performance metrics into your online business plan is a wise idea. According to the November 2001 InternetWeek, ‘‘There are many tools and techniques to help e-businesses better understand how visitors interact with their site, how well sites are designed to achieve business goals, and how quickly sites perform page downloads and other tasks. Experts recommend that companies keep an eye on all those things.’’

Campanelli, Melissa. ‘‘Hot on the Trail.’’ Entrepreneur, August 1999. Available from http://www.entrepreneur.com. ———. ‘‘Tracking Visitors.’’ Netpreneur, May 2000. Available from http://www.entrepreneur.com. Kemp, Ted. ‘‘The Many Flavors of Web Tracking.’’ InternetWeek, November 26, 2001. ‘‘Tracking Tools Prove That What You Don’t Know Can Hurt You.’’ Smart Business, April 1, 2002. Available from http://www.smartbusinessmag.com.

❚ 70 PRODUCT LIFE CYCLES IN E-COMMERCE

A product life cycle is the entire cradle-to-grave evolution of a particular product, from its initial design to its final abandonment. Life-cycle management includes all the processes along the way your company uses to get the most out of the product line, such as assessing market demand, sharing upgrade information with suppliers, projecting future sales and market conditions, and improving customer satisfaction with the product. The keys to successful product-life-cycle management are knowledge-based planning and coordination with all entities involved in the product’s life cycle, particularly other businesses you work with to design, manufacture, coordinate, and deliver your products.

SUPPLY CHAIN MANAGEMENT Supply chain management is one of the key components of managing life cycles in the age of e-commerce and sophisticated information technology. Supply chain management involves using the Web and related information technologies to coordinate and optimize the flow of supplies and equipment as your firm goes about its operations. By building streamlined supply networks and coordinating with suppliers to improve supply chain efficiency, you reduce the cost and time involved in bringing your products to their destinations.

FURTHER READING

Traditionally, supply chain management included logistical concerns, such as inbound supply shipping and outbound product shipping, keeping production operations functioning smoothly with all necessary equipment and components, and order fulfillment. In e-commerce, higher-level planning has dictated that supply chain management systems take into consideration every facet of the product’s life, from its initial idea through the engineering and design stage, from customer service and repair issues to its final discontinuation.

Blacharski, Dan. ‘‘Now Loading....’’ Entrepreneur.com, April 16, 2000. Available from http://www.entrepreneur.com.

Supply chain management carries the additional benefit of the maximum level of transparency. In other

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them into a company-wide Web portal, which can also be shared with suppliers and partners. This way, companies can communicate across secure networks exactly what design specifications they need, the precise quantity of supplies and the exact timing of their shipment, the latest demand information for the greatest possible coordination, and all relevant shipping and order-fulfillment concerns.

A COLLABORATIVE PROCESS

Increasingly, software vendors are designing applications for sharing sophisticated design information over the Web and over extranets, so that high-level product planning and design can be shared among partners in real time, improving efficiency. If suppliers are able to view the original CAD file, for instance, they are able to more quickly and cost-effectively modify their own processes in accordance with those design specifications. In other words, CPC processes allow a smoother, more continuous ramp-up, reducing costs, adding value, and increasing speed and customer satisfaction.

For the most efficient modeling of a product’s life cycle, your firm needs extensive market data, particularly a mix of current demand along with sales forecasting—preferably several forecasts based on various potential industry scenarios. Thus, it’s in your interest to involve your suppliers and other partners as early in the product’s planning process as possible, allowing for greater and more efficient coordination from the ground up. Analysts coined the phrase collaborative product commerce (CPC) to describe the joint efforts by partnering firms to design a product and move it through its various stages in getting to market, and this CPC practice is increasingly important as the e-business environment creates new and more pressing demands and pressures on companies. A ramp-up—the process of getting a product or service ready for full-scale launch—is crucial to an efficient product life cycle, and can best be accomplished by working and sharing information with all relevant parties, including suppliers, as early in the design process as possible. In this way, there can be the greatest degree of coordination, to ensure that all components will be ready and perfectly fit when your company is ready to fit them into the finished product during assembly.


words, all design planning, orders, requests, and communications are readily accessible to all parties, which both increases the efficiency of the product life cycle in itself and streamlines accountability, pressuring all parties to boost their performance and making troubleshooting less cumbersome.

FURTHER READING Greengard, Samuel. ‘‘New Connections.’’ Industry Week, August 13, 2001, 21. LaMonica, Martin. ‘‘Product Design in Web time.’’ InfoWorld, November 29, 1999, 16. Lundegaard, Karen. ‘‘Bumpy Ride.’’ Wall Street Journal, May 21, 2001, R21.

❚ 71 PRODUCT MANAGEMENT

SOFTWARE AND SYSTEMS System compatibility and extranets are an integral part of a strategic partnership. Life-cycle-management tools, including computer-aided design (CAD) systems, which are designed to allow companies to share information on products with other firms and suppliers as well as between departments within the company, are becoming an enormous industry in their own right. The proliferation of extranets and business-to-business exchanges has provided an infrastructure where effective product-life-cycle management is at your fingertips. They help ensure that the tools to effectively measure demand, assess the competition, coordinate with suppliers and other partners, and gather and share relevant data are readily available. Enterprise resource planning (ERP) systems, which include everything from product catalogs to order files to inventory databases, are another vital component of product-life-cycle management. One common practice is to take these back-end databases and integrate

Product management is a crucial component of most general marketing strategies. While their job descriptions vary from organization to organization, they are typically responsible for overseeing a particular product’s life cycle, including product creation and development, promotion, pricing, and distribution. Smaller companies may not hire separate product managers; rather, product management may be one of many tasks handled by a business owner or general manager. Regardless of the size of a business, however, how products and services are managed determine whether or not they meet the needs of clients and earn a profit for the business.

PIONEERS OF PRODUCT MANAGEMENT Procter & Gamble (P&G) is widely credited for pioneering the concept of product management in the early 1930s. At the time, the company’s Camay brand 101

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soap was not performing as well as its highly successful Ivory brand soap. In an effort to boost its sales, P&G executives hired a product manager to focus solely on its Camay brand. This targeted approach proved successful, prompting other consumer packaged goods firms to manage their products in a similar manner. The concept evolved throughout the 1950s and 1960s. Marketing classes began to teach business students the four ‘‘P’s’’ of marketing: product, which involves the creation and development of a product; place, the markets in which the product will be sold; price, how much the product will cost; and promotion, how the product will be marketed and sold. As marketing trends evolved throughout the 1970s and 1980s, so did popular product-management strategies. In the early 1990s, most product managers relied on traditional marketing and sales channels, such as television ads and retail outlets, to promote and sell their product or brand. The rise of the Internet as a marketing and selling medium posed new challenges for product managers. As customers were offered an increasing array of product choices in virtually every market, established companies began paying more attention to maintaining product and brand identity, while start-ups tried to establish their own products and brands. To stay competitive, many product managers felt compelled to market and sell their products on the Web. As portrayed in an August 2001 issue of Business Week, ‘‘for companies in almost every industry, brands are important in a way they never were before. Why? For one thing, customers for everything from soda pop to software now have a staggering number of choices. And the Net can bring the full array to any computer screen with a click of the mouse.’’

UNDERSTANDING YOUR MARKET To successfully manage a product, you must first understand the needs of your customers. For example, if you are considering selling a product via the Internet, you need to know first if the customers you are targeting tend to shop online. Conducting market research is considered easier for smaller businesses than industry giants because management is quite often in much closer contact with customers. You might begin by simply soliciting feedback from current or potential customers via mail, the telephone, a Webbased feedback form, or e-mail. Along with determining what customers want, how often they want it, where they want it, and how much they are willing to spend, you can also use market research to learn more about your competition, potential niches for new products or improvements to your existing products, and past, current, and predicted trends in the market you serve. Along with gathering your own data, you

can contact organizations such as chambers of commerce and business associations, which often compile data on various industries. Once you have completed market research for your product, you are ready to begin developing a marketing strategy. You may decide to differentiate your product from its competition by selling it less expensively or via a different medium. As an example, Amazon.com uses both strategies to sell books online. You may offer additional services along with your product. You might also consider adding features to your product, or developing a new product, based on what your customers want. The marketing strategy you choose will also depend upon the market you are targeting. For example, if you are marketing your product to retirees on a fixed income, you might tend to focus more on pricing issues.

DEFINING YOUR GOALS Before you begin marketing a product, you also need to create specific objectives. Do you want to increase sales to existing customers? Secure new customers? Expand into new territory? Creating objectives and quantifying each objective will make it easier to measure your success later and to determine which medium—newspaper, radio, e-mail—will help you to achieve your goals. If online marketing and online sales are part of your marketing mix, be sure that you are placing your online tool, be it a Web site or a banner ad, ‘‘where people who have a specific need are likely to go and look for it,’’ advises Gregg Fisher, a strategic services director for Icon Medialab, in a January 2001 issue of Chief Executive. To determine the success of your product management activities, periodically revisit your objectives to see if they have been met. To keep pace with changing market trends, you will likely need to develop new objectives on a regular basis. As a result, it is important to maintain contact with your customers to ensure that you are continuing to meet their needs. For more information about product management, you can join a trade association like the Association of International Product Marketing Managers or the Product Development and Management Association.

FURTHER READING Benezra, Karen. ‘‘Branding the Web.’’ Chief Executive, January 2001, 31. ‘‘The Best Global Brands.’’ Business Week, August 6, 2001. Available from http://www.businessweek.com. Breen, Brant. ‘‘Building Stronger Internet Identities.’’ Marketing, September 16, 1999, 25.

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simple computer functions. Languages such as Java and C are for object-oriented programming, while Delphi builds on the simple Pascal language and integrates it with object-oriented programming capabilities. Object-oriented programming languages are built by combining different objects in the program and instructing them to interact with each other via visual icons and interfaces to create a particular desired output. Thus, these are fairly common programming languages for designing Web sites.

McNamara, Carter. ‘‘Marketing for the Small Business: An Overview.’’ Washington: Small Business Administration, 1999. Available from http://www.sbaonline.sba.gov/sbainfo/ market-a-business/marketo.txt.

❚ 72 PROGRAMMING LANGUAGES

Programming languages let you communicate a set of instructions for a computer to carry out. Each programming language has its specific vocabulary— or set of keywords—and set of rules for entering instructions—the grammar or syntax. Since computers operate according to binary systems—or data bits strung together in sequences of ones and zeros— programming languages are precisely laid out to harness the power of computers’ computational systems while making them intelligible to humans. Most languages act as a sort of translator between human language and the ones and zeros of machine language, often through several layers of language hierarchy. While there are thousands of programming languages floating around on the world’s computer systems, only a handful have achieved widespread use. The types of programming languages you will employ in your business depends on the kind of business you’re running and the nature of its internal operations. In the beginning were simple machine languages, starting with assembler, which used abbreviations for all basic operations to manipulate the ones and zeros of machine code. Assembler represents the most basic computer instructions. Unfortunately, as a result the assembler language was different for each computer, and so to make a program operate with two different computers, a higher-level language is required that can adapt to different machines’ instructions and interpret between the two.

CATEGORIES OF PROGRAMMING LANGUAGES One way of classifying programming languages is according to their functionality. The primary strength of Fortran (Formula Translation, the earliest programming language) is in its ability to perform numeric computations, and thus finds favor in computer operations in engineering, the sciences, and mathematics. Cobol and Basic are simpler languages, and are thus ideal for use by nonprogrammers for designing


‘‘How the Web Transforms Branding, Acquisition & Loyalty.’’ Direct Marketing, August 2001.

Some languages, such as Snobol, SQL, APL, and Prolog, are used primarily to simplify the rendering of specific data types. For example, SQL is used to write database queries and functions, while Prolog is used to simplify strings of logical expressions. Still other programming languages, such as Simula and GPSS, are commonly employed to create simulations based on hypothetical scenarios. In addition to their functionality, programming languages have grown to become associated with particular user communities, according to Computerworld. Cobol is the language most commonly associated with business operations, and is thus one of the languages that entrepreneurs tend to find most useful. Prolog and Lisp tend to be used for computer science and artificial intelligence. Basic and Pascal are excellent for teaching computer programming. The various C languages are associated with systems software. SGML and PostScript are strongly favored in publishing operations. And HTML and Java are universal languages on the World Wide Web.

COMMON PROGRAMMING LANGUAGES FOR E-COMMERCE Cobol (Common Business Oriented Language) first emerged in 1959 and has undergone a series of updates over the years. Cobol was devised in the interests of academics, manufacturers, and businesses who agreed that a common business language was needed to facilitate computers communication across a wide spectrum. It is a fairly simple language with tremendous capacity for data processing. As a result, businesses have widely adopted Cobol, which is transparent enough so programming errors are easy to identify and eliminate. In the early 2000s, ecommerce developers were discussing ways to update Cobol so that users could use the language in an HTML-based Web interface, indicating that Cobol would likely continue to dominate business-oriented computer programming languages in the era of ecommerce. C and its variations are primarily geared toward the development of software, including e-commerce applications. C is exceptionally adaptable, with tremendous capabilities for both high- and low-level 103

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functions. C-based programs carry the added benefit of using up very little memory on your computer. An enhanced version of C, known as C, is widely used in familiar desktop applications, including spreadsheets, word processors, interpreters, and project management suites. C is especially useful because most hardware manufacturers offer drives with C interfaces, and a large proportion of the world’s programmers know the language. However, while a valuable tool for simpler programs, C may be inadequate for more complex applications, and it lacks the object-oriented capabilities of C. As of the early 2000s, C was the most advanced software development programming language in wide use. It allows you to retain access to low-level machine language while developing sophisticated applications, and it is compatible with every computer platform. One of the most popular languages for the Web and for e-commerce in particular is Java. Java applications are intended to be platform independent, so in theory they can run on almost all PCs and workstations. The object-oriented Java language is based on C structures, but is simpler than C. It consumes less memory on your computer and renders updating and troubleshooting simpler. Java was designed specifically for use on the World Wide Web.

FURTHER READING Appleman, Daniel. How Computer Programming Works. Berkeley, CA: Apress, 2000. Kay, Russell. ‘‘Programming Languages.’’ Computerworld, July 17, 2000, 64. Laney, Jeff. ‘‘Which Text Language Works Best?’’ Test & Measurement World, April 15, 2002, 4. Radcliff, Deborah. ‘‘Moving COBOL to the Web—Safely.’’ Computerworld, May 1, 2000.

❚ 73 PROJECT MANAGEMENT

Innovation is the key to staying ahead of the game in e-commerce, and successful companies continually engage in new projects, whether to design a new product, to implement a new business practice or operating procedure, or any other new endeavor. Project management is the science of keeping projects focused, on schedule, and profitable. Project managers are charged with keeping costs down and logistical problems under control, reinforcing the project’s goals, keeping all those working on the project motivated and focused, and seeing that the project reaches its ultimate goals.

The research firm Gartner Group reported in 2002 that half of all information technology projects failed to meet their objectives, while Boston-based Aberdeen Group Inc. estimated that fully 30 percent were abandoned before completion, and 90 percent of those completed were delivered behind schedule.

MAPPING YOUR PROJECT MANAGEMENT STRATEGY Without clearly defined project management processes and procedures, a series of slight inefficiencies can quickly add up and send a project’s budget spiraling out of control. Thus, clearly codified processes need to be implemented and enforced from the outset. These codes can include everything from the format and direction of communications within the project to the operating rules of meetings. The discovery process is the initial stage of the project. During discovery, you find out exactly what it is you have to work with, what needs to be done, what obstacles might be in the way, what support you can expect, what resources are at your disposal, and what kind of people and expertise will be available for the project. In the discovery process, you also begin building relationships between all the parties, outline the criteria for the project, begin delineating strategies and processes for setting the project in motion, and getting a feel for the overall environment within which the project will be conducted. Over time, your projects need credibility if they are to gain the team’s buy-in, and, ultimately, if they will succeed. To achieve credibility, you need to demonstrate that your project is worth doing, will add value to the firm, is well-grounded, well-planned, and well-executed. At the outset, you should spell out for all project stakeholders what a successful completion of the project will look like and what it will do for the firm. A few staples of project management continue to flourish in the e-commerce era, including daily progress reports; continuous feedback; strictly codified routines, processes, and methodologies; and strict, inflexible budgeting. Techniques like these allow project managers to keep a close eye on the project team’s progress, and ensure that their work doesn’t stray too far away from its intended purpose. Because individuals working on disparate, narrowly focused problems tend to break off onto their own paths, it’s important to assign a taskmaster to oversee the project and make sure each individual keeps their work directed at the project’s goals. A good project manager is close enough to the project’s demands and employees that he or she can have intimate knowledge of the process and of the employees’ concerns. On the other hand, the project

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The organized flow of information through the project team is a final key element in successful project management. Knowledge management is sharing knowledge and information in an efficient and productive manner, and aims at the elimination of redundancy within the project. Employees can build on accumulated knowledge to devise solutions to new problems, rather than continually starting from scratch. To aid this process, you may wish to quantify and classify your firm’s problem-solving techniques and approaches to various business situations, and take an inventory of the expertise existing among its employee ranks.

SOFTWARE A bevy of software packages to aid in project management are available. These packages can assist managers in keeping tabs on and organizing all the processes and concerns involved in the project. Projectand resource-tracking software, for instance, lets you organize tasks in a hierarchical list, and under each task and subtask you define the resources, budget, employees, and assignments. In addition, you can enter priorities for which tasks need to be completed first, and then configure how best to allocate all available resources toward that end. Time-tracking software allows for detailed overviews of where time is being spent and lost on your project, so you can spot and weed out inefficiencies. Bug-tracking and versioncontrol software helps you keep track of all the software and hardware being employed in by all members of a project team, so you can coordinate your systems and applications for the greatest efficiency. This can, for instance, ensure that all members of one committee are operating with the same version of a particular software application, and that no one is using equipment that is incompatible with the project needs. But as analysts repeatedly point out, project-management software does not make for good project management. Rather, they are mere tools that, in the hands of a strong project manager with a sound strategy, can help generate increased efficiency and meet goals.

FURTHER READING Crotty-Fraser, Janice. ‘‘Groundwork for Project Success.’’ Web Techniques, January 2002, 37. Fox, Pimm. ‘‘Tapping the Right Tools.’’ Computerworld, April 22, 2002, 43.

Fujinami, Chris, and Andrew Marshall. ‘‘Software Doesn’t Manage Projects.’’ IIE Solutions, September 2001, 36. King, Julia. ‘‘Back to Basics.’’ Computerworld, April 22, 2002, 36. MacVittie, Don. ‘‘School of Project-Management Wizardry.’’ Network Computing, March 4, 2002, 68. Schulz, Yogi. ‘‘Web-Based Projects Introduce New PM Challenges.’’ Computing Canada, March 15, 2002, 15.


manager should have enough familiarity with larger company priorities—and a stake in the firm’s success—to keep the project on track without pitting the team against the management.

❚ 74 PROPRIETARY SYSTEMS VERSUS OUT-OF-BOX APPLICATIONS

Proprietary systems are those developed and owned by a company. For example, Amazon.com’s one-click checkout technology is a proprietary system that the online retailer developed in 1997. Similarly, the auction Web site developed and enhanced by eBay founder Pierre Omidyar in the late 1990s is considered a propriety system. Out-of-box applications, on the other hand, refer to ready-to-use programs that a company can purchase in place of developing its own proprietary systems. For example, a company wanting to sell products online might buy an out-of-box application that allows its existing Web site to conduct ecommerce. Another firm might decide to purchase an out-of-box system that includes the Web site itself, as well as e-commerce functionality. Out-of-box systems are also known as turnkey systems.

CHOOSING YOUR APPLICATION DEVELOPMENT MODEL As an online entrepreneur, you will likely face several situations where you must decide whether to build a proprietary system or purchase an out-of-box or turnkey solution. Most analysts recommend that beginners use a turnkey solution rather than tackling a task like Web site development themselves. However, even if you plan to build your own Web site, you might find yourself in need of various out-of-box applications. For example, if you operate an online business and would like to begin accepting credit cards, you might contact a bank to obtain the necessary merchant account. You might also turn to a company like Verisign, Authorize.Net, or PayPal for a comprehensive payment-processing solution aimed at small businesses. And rather than trying to develop your own shopping-cart technology, you might opt to purchase an out-of-box shopping-cart solution from a specialized vendor like VirtualCart. Often Web-hosting firms provide a variety of out-of-box applications that cover the most common online business needs, 105

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including credit-card processing, shopping carts, and Web-site tracking. When you first launch your venture, Inc.com writer Delilah Obie recommends that you ‘‘determine the level of technical expertise necessary to set up and maintain a storefront using a turnkey solutions, and consider whether you and your staff have the skills to design and implement an e-commerce Web site using various components or whether you need a full turnkey solution.’’ A full turnkey solution is one that presents you with a ready-made site. Issues to consider include how unique a design you desire for your site, the amount of time you are willing to invest in site development and maintenance, and what your plans are for future growth. While full turnkey solutions allow you to get up and running quickly with minimal hassle, it is important to be sure that they meet your current expectations and future needs.

TURNKEY SOLUTIONS The most comprehensive turnkey solutions are those offered by firms like Vstore.com. These online vendors offer everything from products to sell and fully functioning online storefronts to order fulfillment and customer service. You simply select which of the products you want to sell on your site and handle the marketing. You make money by earning a commission on the products you sell. Instant e-commerce storefronts like these allow even the most inexperienced entrepreneurs to gain familiarity with online marketing. However, as Entrepreneur.com reported in May 2001, ‘‘These sites are all cut from the same mold— so there are thousands of other sites out there that look just like yours. The key to success here is to market your site better than everyone else.’’ Yahoo! offers a more flexible turnkey solution for small businesses. The cost is $49.95 per month, plus nominal fees related to the number of products on your site, transaction processing, and the like. In addition, if you already operate a Web site, you can use Yahoo! to build a storefront and host the e-commerce portion of your online operations. To allow you to test this service, Yahoo! offers a free 30-day trial. The key to finding a turnkey solution that is right for your business is extensive research. If you are considering using a solution like the ones offered by Yahoo! and Vstore.com, visit sites run by each vendor and compare prices and functionality. Contact online entrepreneurs using these services and ask for their recommendations. Try to locate a site similar to the one you envision and find out what it takes to create such a site. Investing time in research will allow you to make a more informed decision, and many experts agree that finding the best method for launching your e-commerce venture is crucial to its success.

FURTHER READING Blacharski, Dan. ‘‘Instant E-Commerce Stores: What’s the Catch?’’ Entrepreneur.com, May 14, 2001. Available from http://www.entrepreneur.com. Obie, Delilah. ‘‘Decide Whether a Turnkey Solution Is Right for You.’’ Inc.com, April 5, 2000. Available from http:// www2.inc.com. ———. ‘‘Search for a Turnkey Solution Provider.’’ Inc.com, April 5, 2000. Available from http://www2.inc.com.

❚ 75 RETURN ON INVESTMENT (ROI) METRICS FOR E-COMMERCE SERVICES

ROI is an estimate of the return—net profit or financial gain—on an investment. ROI metrics, or measurements, are generally utilized to gauge the profitability of a project or investment. Many businesses, information technology managers, and Web site managers use ROI analysis to determine whether a project, investment, or purchase will yield a suitable return. As companies adopt e-commerce strategies, new metrics have evolved that can help managers measure the success of their Web-based businesses. Traditionally, companies have measured ROI using general and well-known methods of financial analysis. A 2001 Internet Week article states that ROI ‘‘measures the up-front capital outlay and its associated costs—overhead, taxes—against the revenue it generates. A respectable ROI calculation then factors in how much the return is being eroded over time by inflation or the cost of borrowing the money for the investment. ROI calculations yield a ratio or percentage, usually on an annual basis, such as ‘the investment will return 10 percent annually for four years.’’’ While using this traditional method of ROI calculation, most companies have also adopted new methods of measurement as a result of adding e-commerce services to business plans. These new measurements tie in with conventional ROI analysis but focus heavily on Web site traffic and online consumer behavior. While measuring the success of an online business venture can be tricky, use of new e-commerce-related metrics—often called e-metrics—is necessary to remain successful among your competitors and to determine the ROI of your e-commerce efforts. Many companies believe that customer retention is key to securing profits. As such, many use consumer data generated from their Web sites to improve customer retention and loyalty and, in turn, ROI. There are 10 standard customer-related e-metrics that you can use as part of your ROI analysis, including reach,

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The reach metric refers to the percentage of potential buyers that you are reaching. For example, if there are 500 total potential buyers for your product or service and you place an online ad that 100 potential buyers will see, your total reach is twenty percent. Acquisition is related to gaining customer activity or participation on your site. Conversion is then turning that acquired customer into a buyer. Retention focuses on keeping customers and encouraging future purchases, while loyalty is measured by the number of pages a customer views, the frequency with which a customer views your site, or the length of his or her visit to your site. The duration metric refers to the total time spent on a site divided by the number of visits. Abandonment is measured by how often a customer leaves a Web shopping cart before completing a purchase. Attrition is the percentage of customers who stop buying from your site and go elsewhere to make their purchases. A churn rate, or change in customer base, is determined by dividing attrition by the total number of customers. Recency refers to how recently a customer has visited your site or made a purchase. After these metrics are calculated, they can be used in ROI analysis to determine the success or failure of e-commerce activities. Say, for example, that you want to determine the per-customer costs related to an online advertising campaign. Your acquisition cost would be equal to the total advertising and promotional costs divided by the number of click-throughs, or visits, to your site. To figure out your cost per conversion, you would divide your total advertising and promotional costs by the number sales completed. Once these metrics are determined, you can figure out the ROI of your advertising promotion. If you choose to perform ROI analysis yourself, there are many software products on the market, including CIOView Corp.’s ROInow software package, that allow you to determine ROI. These products can analyze costs and benefits, provide reports, and often provide benchmarks for typical expenditures. You can also choose to hire a consulting firm that will perform the analysis for you and then suggest plans of action based on the results. Many large computer-related firms including Intel Corp. also provide information on their Web sites about calculating ROI for e-commerce services. Overall, e-metrics and determining ROI for e-commerce is a hot industry topic. Target Marketing of Santa Barbara, California, hosted the E-Metrics summit in June 2002. The forum was dedicated to measuring Web site success, a signal that development of ROI metrics for e-commerce services will continue to evolve. Jim Sterne and Matt Culter, authors of the

industry white paper E-Metrics: Business Metrics for the New Economy, summed up the industry’s motivation for developing e-metrics, claiming, ‘‘e-business is constantly generating new business models, new types of partnerships, and new ways to succeed. To keep up, companies require new metrics—e-metrics— to calibrate their success. Indicators of e-commerce effectiveness are necessary to reveal whether a firm’s Web efforts are paying off.’’


acquisition, conversion, retention, loyalty, duration, abandonment, attrition, churn, and recency.

FURTHER READING Copeland, Ron. ‘‘ROI: The IT Department’s Moving Target.’’ InformationWeek, 6 August 2001. Available from http://www.informationweek.com/story/IWK20010802S0004. Intel Corp. ‘‘How Do I Measure ROI for My E-Business?’’ Santa Clara, CA: Intel Corp., 2002. Available from http:// www.intel.com/eBusiness. Lewis, David, and Mike Koller. ‘‘So Many Liars—ROI: Little More Than Lip Service.’’ InternetWeek, 1 October 2001. Macaluso, Nora. ‘‘Report: E-Biz Success Not Easy to Measure.’’ E-Commerce Times, 20 September 2001. Available from http://www.ecommercetimes.com/perl/story/ 13647.html. Rothfeder, Jeffrey. ‘‘E-Commerce ROI: Many Happy Returns.’’ CIO Insight, 7 May 2002. Available from http:// www.cioinsight.com. Sterne, Jim, and Matt Cutler. ‘‘E-Metrics: Business Metrics for the New Economy.’’ Cambridge, MA: NetGenesis Corp., 2001. Available from http://www.customercentricsolutions.

❚ 76 SECURING FINANCING

Financing of some sort is required to launch nearly all new businesses. Many entrepreneurs decide to use their personal savings, personal lines of credit, or loans from friends and family members. Some new business owners avoid seeking venture capital from outside sources because most venture capital firms actually purchase a portion of the company they are funding, and as a result, they quite often take control of the firm’s strategic development. However, many entrepreneurs are willing to give up a certain degree of control in exchange for outside funding.

EARLY SUCCESS For U.S.-based Internet start-ups, securing financing proved relatively easy in the mid- and late 1990s 107

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because of widespread interest and financial speculation in e-commerce. As a result, venture capital firms that focused exclusively on Internet markets emerged. E-commerce entrepreneurs could also turn for support to dot-com incubators, firms that allowed start-ups to grow in-house before venturing out on their own. Many venture capitalists and private investors awaited their return in the start-up’s initial public offering (IPO), when shares were released on the public market and prices sometimes skyrocketed.

CONFIDENCE FALTERS In 2000, though, investors began to temper their funding of unprofitable dot-coms. When dot-com stock prices tumbled as a result, sources of funds for e-commerce ventures began to evaporate. Unable to secure additional capital for expansion, many young businesses were forced into bankruptcy, further undermining the stock prices of remaining Internet ventures. A weakening economy exacerbated the problem, and venture capital firms and banks grew increasingly reluctant to invest in new Internet ventures. As a result, compared to the 1,634 companies that had raised $23.9 billion in venture capital funds during the third quarter of 2000, only 540 companies raised $6.7 billion during the same period in 2001.

SEEKING FUNDING If you are looking to secure funding for your business, be aware that funding options are certainly more limited for e-commerce start-ups than they were in the late 1990s. Banks and venture capital firms are quite often skeptical about the potential success of online ventures. These organizations continue to fund Internet start-ups, albeit at a much more reserved pace. As a November 2001 BusinessWeek Online article put it, ‘‘So here’s how it works these days: The right company with the right technology and management in a potentially hot market is going to get a reasonable amount of money—but probably not much more than it needs to achieve liftoff. That’s venture capital today—the way it was before the Internet bubble began to inflate.’’ Your company’s stage of development will determine what type of funding you seek. For example, companies that have not yet launched operations seek seed funding. Those that have recently opened for business apply for early stage investing. Established businesses seeking funds for additional growth can ask venture capitalists for expansion stage financing. In addition, you can always consider looking for a wealthy individual willing to fund a start-up; these individuals are known as angel investors.

PLANNING TO BE FINANCED No matter what type of funding you seek, you will need to submit a business plan that details exactly how you plan to launch operations, secure customers, and make a profit. Be as specific as possible. The most successful business plans establish a clearly defined target market. Also, the online companies most likely to secure funding to are those with a business plan based on a proven business model. Lending institutions want to see that your venture can produce sales regardless of whether you are able to sell advertising on your site, generate high levels of traffic, and so on. According to PricewaterhouseCoopers venture capital director Kirk Walden, as quoted in the February 2002 E-Commerce Times, non-core sales like advertising are no longer considered an acceptable source of projected revenues in a business plan. ‘‘Your revenues can’t come from anywhere other than selling the products you’re designed to sell.’’ Quite often, if a funding institution likes your business plan, they will ask that you to present your ideas in person as well. According to a November 2001 article in E-Commerce Times, ‘‘a live or semi-live demonstration of the product that lets the client ‘do some of the driving’ works best’’ to help potential funders understand exactly how your business will work. It also indicates that you understand this as well. Rather than using buzzwords or catch phrases, it’s best to explain yourself in clear, straightforward language. Along with a solid business plan and a convincing presentation, most funding companies are also looking for concepts that are ripe for current and future market conditions. A fast-growing market is ideal. For example, after the burst of the dot-com bubble, online luxury-item merchants continued to secure funding because investors believed that the individuals able to afford those items were not likely to be affected by the recession. As a result, jewelry e-tailer BlueNile.com secured a $7 million round of financing from Bessemer Venture Partners, Kleiner Perkins Caulfield & Byers, and other venture capitalists in 2001. In addition, Winetasting.com secured a $5 million loan from an individual investor. While luxury e-tailers were not the only online companies securing financing in the early 2000s, their success does reflect the importance venture capitalists place on favorable market conditions. FURTHER READING Blakey, Elizabeth. ‘‘Venture Capital Oasis: Luxury ETailers.’’ E-Commerce Times, September 27, 2001. Available from http://www.ecommercetimes.com. Hawkins, Lori. ‘‘Startups Say Lean Times Build Better Companies.’’ E-Commerce Times, April 2, 2002. Available from http://www.ecommercetimes.com.

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Macaluso, Nora. ‘‘Report: U.S. Venture Capital Investment Falls 60 Percent.’’ E-Commerce Times, October 1, 2001. Available from http://www.ecommercetimes.com. Mahoney, Michael. ‘‘How To Stand Out Amid the ECommerce Rubble.’’ E-Commerce Times, February 6, 2002. Available from http://www.ecommercetimes.com. Shook, David. ‘‘VCs Go Back to the Future.’’ BusinessWeek Online, November 14, 2001. Available from http:// www.businessweek.com.

❚ 77 SECURITY IN E-COMMERCE SYSTEMS

Most experts agree that the ultimate success of ecommerce depends on the effectiveness of its security systems. Without adequate security, retail customers will be unwilling to share sensitive personal information, such as credit card numbers, online, and contracts in business-to-business e-commerce may be neither valid nor enforceable. If confidence in the safety of doing business online is lacking, people will do business by traditional means rather than electronically. The risk of financial loss is high in insecure e-commerce. A Computer Security Institute and FBI study found that losses attributable to cybercrime totaled approximately US$378 million in 2001. Another study found that more than US$700 million in e-tail sales was lost because of online fraud and that online losses due to fraud were 19 times higher than comparable losses for traditional retailers. And cybercrime is on the rise at the same time that many other forms of crime have been declining. Despite all these concerns, however, for many e-commerce companies security is far down on the list of priorities; over 50 percent of businesses allocate less than 5 percent of their information technology (IT) budgets to security. The primary purpose of e-commerce security is to ensure that unauthorized persons—competitors, hackers, business partners, or customers—are not able to gain access to sensitive information in a company’s computer systems. Without good security a company will be vulnerable to a number of threats. Web site defamation is one of the most common. The pure financial cost of a Web site defaced by hackers might be low, but intangible costs, like the damage done to a firm’s image, can be high. Poor security can also lay a firm open to more malicious and costly mischief like denial of service attacks in which hackers overload a server with information requests until it shuts

down. Lax security can leave sensitive information, such as trade secrets, current R&D projects, customer lists, and financial data, open to the prying eyes of hackers or industrial spies. Poor security can even make a company vulnerable to lawsuits. When Microsoft’s computers, for example, were hacked, a virus was embedded in the code for a product that was subsequently introduced on the market. Microsoft would have been liable for any damages that occurred as a result. Finally, security breaches also inevitably become public knowledge. When they do, a company’s reputation suffers and customer confidence declines.


Macaluso, Nora. ‘‘Raising Capital: Dos and Don’ts for Small E-Businesses.’’ E-Commerce Times, November 20, 2001. Available from http://www.ecommercetimes.com.

Each area of e-commerce must be addressed by a particular form of security. The most common security systems include firewalls, password access, and virus scan programs. Firewalls regulate access between computer networks, in particular between a company’s computers and the Internet. Firewalls can be set up at varying levels of security: depending on the company’s needs, they can be configured to block all access from the outside except e-mail or to allow more kinds of access. A firewall system can also be used as a home for a company’s Web site, where a firm’s public information—downloadable files, bug fixes, investor files and the like—is stored. One way a firewall controls access is by means of a password system. The main benefits of passwords are their familiarity to most computer users and their ease of use. A virus program is used inside the firewall to identify and eliminate dangerous computer viruses that might be introduced via e-mail attachments or floppy disks. The effects of a virus can range from annoying practical jokes to the destruction of valuable files and software to the implementation of hidden programs that transmit valuable company information to industrial spies. These three types of protection are widespread and effective forms of e-commerce security. However, they illustrate the inherent limitations of any security system. Firewalls can only prevent access from another network, they cannot prevent employees from giving out valuable information or office visitors from stealing a floppy disk. New viruses appear daily, and a virus detection program is only effective if it is updated regularly. Employees must also be trained to check any questionable files they receive. Passwords are too often obvious—a user’s name, for example— and workers are frequently casual about sharing them with others. Increasingly sophisticated security systems are being developed that serve similar functions while providing higher levels of security. An important advanced security technique is encryption, which encodes data in a form that is nearly impossible to crack. It is already used to protect credit card information, to create electronic money for online purchases, 109

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and to generate completely unique digital signatures for electronic contracts. Another new technology, biometrics, identifies individuals using physical characteristics such as fingerprints, retinal patterns, and voice. Even encryption and biometrics cannot fill an e-business’s every security need. They have been designed to provide particular, limited kinds of protection. Ultimately, any e-business will need a suite of security programs rather than a single security system. Perhaps the most critical security issue for e-commerce is the security of online payments. The safety of credit card information is the leading cause of concern among consumers. Most e-commerce sites use Secured Sockets Layer (SSL) security policy with specific goals, and security specialists to implement it. The policy is critical: not only does it reduce the risk of security violations, it provides the basis for legal action if a violation takes place. No computer system can be 100 percent secure. However, planning, training, and vigilance will improve any system immeasurably.

FURTHER READING Burnett, Steve, and Stephen Paine. RSA Security’s Official Guide to Cryptography, New York, NY: Osborne-McGraw Hill, 2001. ‘‘Credit Card Companies Seek Industry’s Help for Secure ECommerce.’’ Communications Today, 8 November 2001. Ford, Warwick, and Michael S. Baum. Secure Electronic Commerce: Building the Infrastructure for Digital Signatures and Encryption. 2nd ed. New York, NY: Prentice Hall, 2000. Ghosh, Anup K. E-Commerce Security: Weak Links, Best Defenses. New York, NY: John Wiley, 1998. Ghosh, Anup K. Security and Privacy for E-Business. New York, NY: John Wiley, 2001. Gill, Lisa. ‘‘Is This a Good Time to Be a Hacker?’’ NewsFactor Network, 19 February 2002. Available from www.newsfactor.com/perl/story/16389.html.

———. ‘‘Notebook Offers Built-In Biometrics for Security.’’ TechExtreme, 13 December 2001. Available from www.techextreme.com/perl/story/15282.html. ———. ‘‘Sultans of E-Commerce Security.’’ E-Commerce Times, 5 April 2002. Available from www.ecommercetimes.com/perl/story/17074.html. ‘‘International Standard for E-Commerce Security Sought.’’ Dow Jones International News, 23 April 2001. Krause, Micki, ed., and Harold F. Tipton, ed. Information Security Management Handbook, 4th ed. CRC Press, 1998. Lyman, Jay. ‘‘Targeted Hacks—Hard to Uncover, Harder to Fight.’’ NewsFactor Network, 12 February 2002. Available from www.newsfactor.com/perl/story/16258.html. Lyman, Jay. ‘‘Ultimate Computer Security Devices.’’ NewsFactor Network, 4 June 2002. Available from www.newsfactor.com/perl/story/18052.html. Mahoney, Michael. ‘‘Innovators Aren’t Giving up on Electronic Payments.’’ E-Commerce Times, 28 November 2002. Available from www.ecommercetimes.com/perl/story/ 14950.html. Nascenzi, Nicole. ‘‘E-Commerce Tempered by Worries about Security.’’ Tulsa World, 3 March 2001. Nash, Andrew, Bill Duane, Derek Brink, and Celia Joseph. PKI: Implementing & Managing E-Security. New York, NY: Osborne-McGraw Hill, 2001. ‘‘The Need for Effective Security in E-Business.’’ Available from http://sic.nvgc.vt.edu/SICstuff-Virtual/NORDFELT/ WWW/final.ppt. Van der Walt, Charl. ‘‘Assessing Internet Security Risk.’’ Available from online.securityfocus.com/infocus/1591. Vigoroso, Mark W. ‘‘Committee Aims to Boost E-Commerce Biometrics.’’ E-Commerce Times, 7 March 2002. Available from www.ecommercetimes.com/perl/story/16669.html. Vigoroso, Mark W. ‘‘Does Crime Pay More on the Web?’’ E-Commerce Times, 15 January 2002. Available from www.ecommercetimes.com/perl/story/15787.html.

———. ‘‘E-Commerce Sites Fail Security 101.’’ ECommerce Times, 9 January 2002. Available from www.ecommercetimes.com/perl/story/15709.html.

Vigoroso, Mark W. ‘‘Online Mugging a Threat, But No Showstopper.’’ E-Commerce Times, 1 February 2002. Available from www.ecommercetimes.com/perl/story/ 16113.html.

———. ‘‘E-Signatures: Unsigned, Unsealed, Undelivered.’’ E-Commerce Times, 5 June 2001. Available from www.ecommercetimes.com/perl/story/10247.html.

Vigoroso, Mark W. ‘‘Online Security: Job One for ECommerce.’’ E-Commerce Times, 25 January 2002. Available from www.ecommercetimes.com/perl/story/16008.html.

Hirsh, Lou. ‘‘ID Mouse Has Finger on Security Concerns.’’ TechExtreme, 28 November 2001. Available from www.techextreme.com/perl/story/14993.html.

Vigoroso, Mark W. ‘‘Report: Merchants Race to Outpace Online Fraudsters.’’ E-Commerce Times, 4 March 2002. Available from www.ecommercetimes.com/perl/story/ 16599.html.

———. ‘‘The Incredibly Vulnerable Online Shopper.’’ Ecommerce News, 22 January 2002. Available from www.ecommercetimes.com/perl/story/15894.html.

Vigoroso, Mark W. ‘‘Test Shows Digital Signatures Reduce Risk for Sellers.’’ E-Commerce Times, 24 July 2002.

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Waltman, Scott. ‘‘Employees Weak Link in Businesses’ Computer Security, Expert Says.’’ Aberdeen American News, 3 April 2001. Weisman, Robyn. ‘‘Defending the Enterprise: The Antivirus War.’’ Available from www.newsfactor.com/perl/story/ 16763.html. Zampetakis, Helene. ‘‘How to Protect Your Website.’’ Australian Financial Review, 6 June 2001.

❚ 78 SERVERS

Servers are a key component of networks. The term server can refer to hardware or software or both, but usually it describes a central computer that performs special tasks for remote users. The early servers used in basic client/server networks acted as host computers, storing data shared by the clients within the network. Clients consisted of other computers or remote devices that were able to access the server to send and receive information. Throughout the 1980s and 1990s, computers and networks were used for increasingly diverse functions. Consequently, technologists developed different types of servers to manage different types of resources. For example, increased computer use generated a demand for computer-file-storage devices, which prompted the development of file servers. Printer servers were able to link several machines to a limited number of printers. In addition, database servers emerged to process database queries and to give computer users more control over various types of data. When businesses of all kinds began to embrace Internet technology in the late 1990s, many enterprises began to use application servers to allow current information to be delivered to clients over a corporate intranet or the Internet. Companies often link their application server to a Web server, which enables content to be transferred over the Internet. When a Web server receives a request for a Web page from an Internet user (essentially, when a user clicks on a link or enters a Web address), it finds or creates the Web page and loads it, allowing the user to view it in his or her Web browser. Web servers communicate with Web browsers through the hypertext transfer protocol, or HTTP, an international standard for data communication. To run an online business, you either need to install Web server software on your own machine or purchase Web server space from a hosting company. If you

allow another company to host your site, you can choose to share server space with other Web sites, which is the least expensive option and quite often a reasonable one for small businesses. For example, in 2002 many hosting services charged small business customers $20-50 a month for a basic shared hosting plan. You can also lease a dedicated Web server, one that serves your site exclusively. While this option typically offers your site more storage space and reserves more bandwidth for your site traffic, it is also more costly.


Available from www.ecommercetimes.com/perl/story/ 12214.html.

According to a February 2001 issue of Entrepreneur, ‘‘With Web hosting companies as common as banner ads these days, most Net start-ups prefer to let a hired hand do the dirty work rather than mess with it themselves. But e-commerce services add up, and getting the features you want can involve a lot of hassle and moolah.’’ If you consider yourself technologically savvy, or plan to hire such an individual, you can typically save money by hosting your own site. You will also have much more control over your site. To host your own site, you need to select a Web server. It will consist of hardware, often a specially equipped PC or a specialized server appliance, and server software to manage your Web site and retrieve pages as users request them. First, you need a machine that has the disk space, memory, and processing capacity to handle the site traffic you anticipate. If you expect high levels of traffic, you will need to invest in more than one machine. Large Web sites have dozens of servers working in tandem in order to deliver a high-volume, sophisticated service. After choosing hardware, you will also be faced with a variety of software options. Most server appliances come installed with a popular operating system like Windows 2000 or Red Hat Linux. These systems typically prove more than adequate as a platform for your online business. Next, you will choose the Web server program itself. A Web server is often supplied with the server operating system, but you might choose another based on performance or other needs. The Apache Software Foundation offers one of the most popular Web server programs for free. Apache is run most often on Unix and Linux machines and is considered very stable. Microsoft bundles its Web server with server versions of Windows. The final step is making sure you have a fast and reliable connection to the Internet. Your server must be reachable on the Internet around the clock in order to maintain an effective online presence.

FURTHER READING Bonisteel, Steven. ‘‘AT&T Sells Small-Biz Web Hosting Service to Interland.’’ Newsbytes, January 25, 2002.

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Hughes, Chris, and Gunther Birznieks. ‘‘Serving Up Web Server Basics.’’ INT Media Group, 2002. Available from http://webcompare.internet.com. Kooser, Amanda C. ‘‘Servers with a Smile.’’ Entrepreneur, February 2001. Available from http://www.entrepreneur.com.

❚ 79 SHARED & CO-SPONSORED SITES

In the minds of some budding entrepreneurs, running their own e-commerce business conjures the image of a solitary cowboy riding on the wide open prairie. As a practical matter, however, you will find many cases when both new and established businesses benefit from cooperative relationships, whether with suppliers, customers, complementary businesses, or even competitors. The benefits can include lower risks and costs for the individual firms and unique marketing opportunities through co-branding and cross-promotion.

TYPES OF RELATIONSHIPS As with other sorts of joint ventures, shared and co-sponsored Web sites make sense when there is a strategic fit between the participating companies. One example is when two unlike businesses have a vested interest in a single outcome, such as if a large online retailer partners with a major package-delivery service to build a special site for their combined customers. The logic here might be that easy delivery will benefit both companies by increasing sales or customer satisfaction. Other times, co-sponsors may be in related lines of business, perhaps newspapers and television, and the goal is to combine the unique strengths of each in order to reduce costs. The result might be an entertainment news site featuring content from both sponsors. Still another approach is a partnership of unequals, where one company is well-known in a market and the other is relatively unknown. Here the lesser-known company benefits from the association with a recognized brand, easing its entry into new markets. For its part, the better-known company may receive side revenue or access to technology or specialized skills it lacks. In all cases the key is to harness each participant’s strengths so that all will gain.

CHOOSING A GOOD PARTNER E-commerce firms often have a range of potential partners. Since some will be more compatible—and

the results more profitable—than others, e-commerce businesses benefit from developing standards and criteria, either formal or informal, that help identify the best matches. The conventional wisdom of brand marketing applies here: if customers have bad associations between two brands, even ones that are strong in their own right, it can damage both. To appreciate this insight, you need only consider the prospect of Haagen-Dazs teaming up with Pennzoil. Often co-sponsorship depends on both (or multiple) parties having something unique to contribute besides their brand names. Valuable assets brought to the arrangement may be content for the site, personnel to develop and manage it, hardware and infrastructure, mutual linking with established sites (cross-promotion), or financial backing. These assets matter both for the initial building of the site as well as its continuing upkeep. Potential partners must also examine possibilities for future engagements beyond the joint site at hand. If there are deep complementary skills and assets, a co-sponsored site may be a platform for any number of larger joint ventures, as a San Antonio newspaper and TV station found after they first joined forces on the Web in 1999. The two media outlets gradually stepped up their involvement and, in the process, created their city’s most visited local site.

MANAGING SHARED SITE DEVELOPMENT If you decide to produce a co-sponsored site, you should be prepared for a healthy dose of coordinating diverse resources, managing schedules, and otherwise proactively guiding the process. Since an ordinary self-produced Web site requires all of these skills, you can expect that it will be all the more complicated when people at different firms are responsible for different parts of the project. Among the decisions you will have to make are whether to create a whole new stand-alone site, or whether to embed the co-sponsored site within one or more existing sites. In many cases this decision will be minor from a technical standpoint, so the advantages mainly apply to the marketing strategy. As a rule, the shared site will get more traffic if it is integrated into existing sites that already receive many visitors. But it may also make sense to host the shared site under its own domain, particularly if it’s a peripheral activity. It’s also logical to have the shared site stand on its own if your intention is to create a large new audience or a highly developed shared brand independent of its sponsors. The latter examples apply if your company wishes to treat the co-sponsored site as a separate marketing channel and is not seeking cross-over from existing customers. A related aspect to consider is whether your cosponsored site will be a long-term venture or a onetime event. Naturally, this choice can influence the

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SHARING RISKS AND GAINS The goal of any partnership is to share resources and benefits so that each side gains from the transaction. E-commerce vendors have innumerable potential partners, so the task is to come up with criteria for selecting the best ones. A series of logistical decisions follow, including how to structure the site, how to coordinate the efforts of the partners, and how to manage it all for the long term. FURTHER READING Gordon, Kim T. ‘‘Partner Power.’’ Entrepreneur, August 2001. ‘‘A Virtual ‘Vacancy’ Sign.’’ Business Week, November 21, 2000. Wang, Karissa S. ‘‘More Local Newspapers, TV on the Same Page.’’ Electronic Media, May 13, 2002.

❚ 80 SHOPPING CART SOFTWARE

Like traditional shopping carts at the grocery store, electronic shopping carts allow customers to collect the items they wish to purchase prior to actually checking out. While in a traditional store, check-out takes place at a cash register, at an online store, payment is typically made via a real-time credit-card transaction, and merchandise is then shipped to the address

specified by the shopper. Along with handling the checkout process itself, most online shopping-cart programs handle multiple functions such as

T allowing shoppers to review the products or services items they have selected for purchase T letting shoppers remove items from their cart T offering information regarding the availability of these products T asking shoppers if they wish to check out or to continue shopping T displaying individual product prices, shipping charges, sales tax, and the total bill T accepting and confirming contact, billing, and shipping information


total amount of investment going into the site, but also frames the scope of what such a site might include. For instance, when a group of high-profile technology firms launched a fund-raising site to collect relief money for terrorism victims, their site was primarily a response to a short-term crisis. The stand-alone site was designed very simply, with a small number of pages and a form for online donations by credit card. The sponsors, including Amazon.com, AOL Time Warner, Cisco Systems, eBay, Microsoft, and Yahoo, linked to the site in various ways from their own ecommerce and corporate sites. They likewise conducted separate publicity efforts on behalf of the fundraising site. Other short-run sites have included information sites amid pending corporate mergers and sporting-event sites like Olympics promotions. By contrast, a site shared between AOL Latin America and Banco Itau, a major Latin American bank, was created in 2001 as an ongoing, client-facing finance portal. That site included a range of sophisticated applications for banking customers and content integrated from multiple sources.

Shopping carts have been used by Web-based businesses since the mid-1990s. Many of the first online shopping carts were criticized as unwieldy and difficult to use. According to an August 1998 issue of PC Week, ‘‘Visibility is the first problem. Sites should not hide their shopping carts on separate pages. This design makes shoppers either delay all analysis and reconciliation to the end of their visit or flip back and forth between item pages and the shopping cart. Why should you have to wonder whether you already put the item in the cart or what your total bill will be?’’ One of the most important developments in shopping-cart technology came in 1997 when Amazon.com developed its one-click method. According to Electronic Business writer Marc Brown, Amazon.com developed the technology in an effort to reduce the number of sales lost to customers frustrated with online checkout processes that included completing lengthy personal information forms. ‘‘Amazon.com captures the buying impulse immediately by storing this information in a database, assigning the customer a unique I.D., and storing the I.D. in a cookie on the customer’s computer. The next time the customer visits, the I.D. is automatically read and used to locate the customer’s record.’’ From that point on, an Amazon.com customer is able to make a purchase simply by clicking on the ‘‘Buy Now’’ icon located next to each product. In December 1999, Apex Interactive Inc. developed a new shopping-cart program that addressed some of these concerns. Apex’s drag-and-drop shopping-cart technology allowed shoppers to drag images of products or services they wanted to buy into a separate shopping-cart window that remained open while customers continued shopping. This window displayed each item the buyer selected along with its price. When a buyer added or removed a new product from the cart, the total bill was recalculated. 113

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Rather than trying to build your own from scratch, you may opt to simply purchase a shopping cart program. To buy an existing package, you can contact a specialized vendor, such as VirtualCart. Shopping-cart programs offered by companies like VirtualCart can be integrated into your existing online store operations. You can also choose to use an e-commerce solutions provider like One World Hosting, which offers to not only host online businesses, but also to supply various applications, such as shopping carts, necessary for conducting e-commerce. Like One World, many established Web hosting services offer one or more shopping-cart systems to fit various needs.

Brown, Marc E. ‘‘‘One-Click Shopping’ Still Risky to Implement.’’ Electronic Business, May 2001, 18.

Despite advances in shopping-cart technology, a study conducted by e-commerce consultant Creative Good in 2000 indicated that 43 percent of online shoppers who planned to make an online purchase ended up abandoning the transaction for reasons ranging from slow page load time and confusion regarding the check-out process to being unable to locate the product they wanted. More than 40 percent of these frustrated online shoppers had placed items in their shopping cart before they left the site. In those cases, the top three reasons for aborting the transaction were complicated account creation procedures, unclear error messages, and vague distinctions between paths for new and returning customers.

Mullins, Robert. ‘‘Technology to Make e-Shopping Easier.’’ Business Journal-Milwaukee, December 31, 1999, 3.

Along preventing abandoned shopping carts, you might also need to deal with shopping-cart hacking. In some cases, hackers have been able to use the HTML editing features available on most browsers to change the price of a product before buying it. In 2001, nearly one-third of all shopping-cart applications were unable to prevent this type of price switching activity, and the Internet Fraud Council estimated that fraud took place in 11 percent of all online purchases. Despite these problems with shopping carts, however, the number of online stores continues to rise, as does the number of online shoppers. Because shopping-cart technology is a key component of e-commerce, advances that increase security and decrease lost sales continue to emerge. In addition, a growing number of companies have started to develop less expensive shopping-cart programs for operations of all sizes. For example, in 2002 Aestiva LLC developed Aestiva Cart Pro, a program designed to offer many of the features typically seen on larger sites like Amazon.com and eBay to businesses with a much smaller budget. To take advantage of these new developments, plan to spend considerable time researching your options before selecting the shopping-cart technology that will best suit your venture.

FURTHER READING ‘‘Aestiva Releases Next-Generation Shopping Cart.’’ Business Wire, March 5, 2002.

Catchings, Bill. ‘‘Online Shopping Sites Need More Smarts in Their Carts.’’ PC Week, August 31, 1998, 29. Enos, Lori. ‘‘Study: Most E-Shoppers Abandon Carts.’’ ECommerce Times, October 24, 2000. Available from http:// www.ecommercetimes.com. ‘‘E-Shoplifters Are Hacking into Online Stores and Altering Prices, Reports Interactive Week.’’ PR Newswire, March 5, 2001.

❚ 81 SOFTWARE DEVELOPMENT MODELS

Software development models are formal methods for organizing and managing the process of creating software. These schemes for organizing the labor of software coding have existed throughout the history of software, but specific models have gained and lost favor in different eras. Models are likewise selected based on the type of project at hand and the expected resources needed to complete it. In the e-business era, for example, some developers argued that traditional software models didn’t adequately describe the fast pace and interactive qualities of designing an e-business application. Instead, they offered new models which they believed better addressed these facets of Internet-related software development. The basic question a software development model tries to answer is: how do I optimize my staff and resources in order to produce the best software possible in the shortest time and for the lowest cost? Of course, no model can guarantee you will reach these lofty goals, but models offer techniques for pursuing them. A more modest question is, how do I go about organizing the complex relations and processes needed to produce a software application? The answer, some would argue, is to choose the right model. Before looking at some of the particular models that have been used to organize software development, it helps to understand broad changes in the philosophy of software development since the 1970s, when some of the first large-scale methods were codified. Some have labeled the 1970s to mid-1980s the project-oriented stage, when developers were mainly concerned with managing the intricacies of software design without drifting too far afield in project scope or failing to produce the software that was originally intended.

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In the 1980s, so-called process models gained a large backing as a result of successful Japanese and European experiments. Process models paid more attention to design, to measuring achievements, and to ensuring the quality of the finished product. In the 1990s, with the advent of object-oriented programming and the rise of Internet technologies, newer models aimed at rapid development and automation gained popularity. Often centered on developing early prototypes and reusing code structures, these methods remain popular today. In addition to emphasizing efficient mass-production of program code, recent methods have also tried to capture interactive and evolutionary qualities of the development process. They try to find ways to allow changing or reshaping the project late in the development cycle without losing previous work and without delaying completion of the project. When software vendors have done this successfully, it has been key to their competitive strategy. In essence, it is an attempt to ensure software features will be well-received and time-to-market is very short, two goals usually at odds with one another.

WATERFALL MODEL Probably the best-known model of software development is the waterfall model, first used in the early 1970s in U.S. military-related endeavors. It is a relatively linear model that orders the development cycle into these steps:

T T T T T T

Document the system concept Record its functional requirements Divide the work into components Design, develop, and test the components Bring the components together and test them Deploy and manage the system

This model, also known as the system development life cycle model, emphasizes an orderly transition through each step, with a sign-off by key decision makers at each stage to prevent sliding backwards when disagreements arise or people change their minds. Indeed, the name stems from the metaphor that once water passes over a cliff, there is no turning back. While it has been roundly criticized and seems outdated to many, the waterfall model continues to be used. Various developers have proposed ‘‘modified’’

waterfall approaches as well as approaches by other names that subsume the waterfall model as one of their techniques. Many have claimed specifically that the waterfall model isn’t appropriate for the pace of Web design, yet it still claims adherents among ecommerce developers. It also appeals to managers who want a strong handle on what is being developed and are uncomfortable with the lack of clear direction other models appear to suffer. Waterfall models are considered most appropriate when the end users of the system are well-known, such as with internal business systems.


Under these models, the lion’s share of the development cycle was devoted to producing code according to a fixed plan. Relatively little time was given for planning and designing at the front end of the process, or testing at the back end.

EVOLUTIONARY MODELS Several more recent development models emphasize the evolutionary nature of software production. They try to articulate more of a cyclical or iterative process of developing software that incorporate new information—most importantly, customer feedback— into the plan as the project progresses. These models depend mightily on prototyping, or building simple working versions of the software starting at the earliest stages of the process. In fact, according to the evolutionary prototyping model, the entire development process is essentially aimed at fine-tuning the prototype to a point where it is acceptable to the customer and competitively viable. In theory, this can mean dropping planned features if users are satisfied without them. Likewise, it raises the possibility of adding new features that were not originally intended. An evolutionary strategy was perhaps most famously used by Microsoft in the mid-1990s when it developed version three of its Internet Explorer. Facing an uphill struggle against the popular Netscape browser, Microsoft employed a fluid and interactive development process that allowed it to obtain customer feedback quickly, and more importantly, incorporate the feedback into its product over just a few months. In-depth, actionable responses from customers are key to making this process succeed. In the end, the new browser proved to be more acceptable to users than earlier versions, and using various tactics Microsoft was able to unseat Netscape for browser dominance. Similar methods have been adopted directly for Web site development. Such site designs attempt to create a core set of functions that can be launched to users quickly, and then refine the functions and add new ones as users share their experiences.

FURTHER READING Coffee, Peter. ‘‘Coding Over the Waterfalls.’’ eWeek, April 2, 2001.

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Fielden, Tim. ‘‘Gone in 60 Seconds.’’ InfoWorld, October 23, 2000. MacCormack, Alan. ‘‘Product-Development Practices That Work.’’ MIT Sloan Management Review, winter 2001.

❚ 82 SUPPLY CHAIN MANAGEMENT

The field of supply chain management is undergoing dramatic changes due to the advancement of technology, the proliferation of the Internet, and consumer behavior and preferences. In the digital age, supply chains are electronically interconnected and optimized, allowing for such efficiency and value-added benefits as just-in-time inventory and mass customization. Even though technology and the Internet are viewed as helpful tools in increasing the efficiency of the supply chain, there are still some major challenges in the optimal implementation of these tools. On the information side, the issues of forecasting demand remains of the highest priority because it is viewed as the beginning of the cycle. If forecasting is wrong, so are the remaining phases in the supply chain. Two additional challenges are systems and people. We are faced with a ‘‘Babylon Tower’’ of systems that makes collaboration very challenging. At the same time, human nature always favors familiarity, and it takes time and effort to create new comfort zones. Just-in-time (JIT) inventory systems are a good idea that have proven themselves in many industries. Nevertheless, the transformation to just-in-time inventory is neither simple nor easy. It requires a coordinated effort on the part of people, systems, and strong partnerships. Ironically, the greatest beneficiaries of the masscustomization process are the delivery and shipping companies. Increase in shipping along the supply chain spectrum, as well as between the manufacturer and the consumer, implies higher shipping costs. Some of this incremental cost will be paid by the consumer, and some will be offset by the increase in process efficiency.

CHALLENGES IN SUPPLY CHAIN MANAGEMENT No matter what the product is or the stage an entity fulfills in the supply chain, the most challenging task is forecasting demand. Demand is the beginning of the cycle, and everything done afterwards relies on this information.

Forecasting demand includes elements such as historical information, market trends, and changes in materials that make up the product. Moreover, you need to find out the lead time. The shorter you can make your lead time, the more accurate the forecast can be because the project need not be too far into the future.

CRITICAL AREAS IN SUPPLY CHAIN MANAGEMENT Technology and the Internet have provided the supply chain with the key to operate in a real-time environment. However, we are not there yet, mainly because there are two major challenges to overcome— a Babylon Tower of systems and human behavior. SYSTEMS. Currently, there are different systems all over, and each entity in the supply chain needs different information for their purpose. The fact that each entity along the supply chain spectrum uses different systems and needs different information makes the notion of collaboration almost impossible.

Another system-related issue is the accuracy of the data. Keeping the data up to date is a challenge. There are problems with continuity of data, meaning that the same material is sometimes described differently by different entities in the supply chain. PEOPLE. Regardless of the efficiency and functionality of a given system, it is human behavior that needs to be dealt with if a supply chain is to become more efficient. One issue is trust, and willingness on the part of the trading partners to share information. The biggest challenge is a cultural one. The technology exists, but the behavioral change required from the customer and the supplier is often quite large.

Fear also plays a role in this area. Brand companies have the ability to share very detailed information with their suppliers and partners along the supply chain. However, they are afraid that competitors might get access to this information and take advantage of it. The notion that everyone is going to share information with everyone else is somewhat naive.

EXPECTATIONS OF ‘‘JUST-IN-TIME’’ SYSTEMS Ensuring that you have the right components in hand at the right time, with minimal excess inventory, can produce high efficiency results, but it takes careful planning and to master the complexity of implementing such an environment. It is possible to have an efficient inventory system for direct components, which will become part of the finished product, and at the same time have an inefficient inventory system for the indirect parts, such as tools and machinery.

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The Internet, e-commerce, mass-customization, and other elements of the new economy have created a need for increased shipping and delivery. This increase effects all the entities involved in the supply, as well as the end user. The underlying reasons for the increase in shipping and delivery are evident. More customers can now order an item directly from the manufacturer or distributor, and in many cases one single item is shipped to a single customer as opposed to bulk shipping to a store. Moreover, if this item is customized, it is very likely that it has created increase in shipping along the supply chain. The ability to mass-customize is one thing, and the willingness of consumers to buy such products is another. Generally speaking, consumers do not see value in the customization of commodity-like products. On the other hand, consumers have accepted mass-customization of higher ticket items. Over time, though, we should expect the bar to be lower for items that consumers will desire to be customized.

FUTURE OF SUPPLY CHAIN RELATIONSHIPS The Internet, which provides greater speed and connectivity, will create varying degrees of relationships amongst businesses. Suppliers and manufacturers will interact on two or three levels. The highest level, strategic partnership, will be reserved for suppliers that provide an instrumental contribution to the manufacturer, and the relationship will be maintained on a personal level. The lowest level will be with commodity suppliers, and will be based with on the ‘‘deal’’ rather than on the relationship. Entities involved in the supply chain process should expect to find themselves in two or three types of relationships with each other. Suppliers that provide the highest value-added components to their manufacturers can expect a strategic alliance based on personal relationships. Those that produce commodity-like components are more likely to be ‘‘best deal’’ type of providers, which will be easily replaced with competitors.

FURTHER READING Alexander, Steve. ‘‘Mass Customization.’’ Computer World, September 6, 1999, 54. Greengard, Samuel. ‘‘New Connections.’’ Industry Week, August 13, 2001, 21. Hannon, David. ‘‘Internet Connections Make Shipments More Visible.’’ Purchasing, November 15, 2001, 47.

Institute for the Future. ‘‘Consumer Direct Research StudySupply Chain Management,’’ Menlo Park, California, 2001. Available at http://www.iftf.org. Konicki, Steve. ‘‘E-logistics Gets the Kinks Out of Supply Chains.’’ InformationWeek, November 19, 2001, 64. Lundegaard, Karen. ‘‘Bumpy Ride.’’ Wall Street Journal, May 21, 2001, R21. WizBizWeb, LLC. ‘‘Supply Chain Management,’’ 2001. Available by request from http://www.wizbizweb.com.


COSTS OF MASS CUSTOMIZATION

❚ 83 SUPPLY LOGISTICS

At the heart of any effective supply logistics strategy is communication and collaboration with all your suppliers. This involves constant interaction via extranets, online business-to-business exchanges, and other specialized communication networks, as well as the sharing of databases, order schedules, and even design planning documents, preferably over real-time electronic networks. Collaboration, in other words, is the key to success in optimizing your supply logistics. Perhaps the most ambitious goal for e-commerce entrepreneurs looking toward the most effective logistics strategy was to move their supply logistics beyond pure overhead to a source of actual strategic advantage over their competitors. First, you need an accurate assessment of your overall logistics costs. This seems obvious, but according to Industry Week, this simple measurement often remains elusive to companies, concerned as they are simply with getting their supplies ordered and delivered. In order to accurately assess your costs and justify them, the optimal solution is complete transparency across the entire supply chain. Supply chain management links all elements of the supply chain, from manufacturing and shipping partners to order schedules and inventories, in a central system. This system can be monitored from several different angles and shared with all relevant parties for optimal efficiency. Supply chain management will allow you to make the right decisions at the right time as to when to order and ship supplies for your product lines. This increases speed and diminishes costs due to excess shipping and inventory, as decisions are based on the most comprehensive supply and demand knowledge. In an age of increased outsourcing and complex webs of business relationships in the global economy, supply chains have become particularly convoluted, making them difficult for individual firms to control. The proliferation of electronic business relationships, in the forms of extranets and online 117

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business-to-business exchanges, thus makes supply chain management both tempting and technically feasible. The layers of potentially useful information are many. By integrating comprehensive databases of components into the supply chain management system, your firm can cut costs at almost every corner. For instance, by detailing all the components that goes into a completed product, you can monitor each individual component to determine its optimal production and shipping level, and determine which components are moving below peak efficiency. Such information can help bring your entire supply chain into equilibrium for the greatest level of profitability.

CATEGORIES OF SOFTWARE FOR SUPPLY LOGISTICS A wide variety of tools for streamlining supply logistics are on the market, from comprehensive supply chain management suites to applications for specific tasks, such as transportation management systems (TMS), warehouse management systems (WMS), demand planning and scheduling (DPF) systems, and advanced planning scheduling (APS) systems. Web-based applications can track supply shipments through entire supply chains to allow just-intime delivery, where supplies roll in only when they are absolutely needed, greatly reducing inventory.

OUTSOURCING SUPPLY LOGISTICS OPERATIONS AND MANAGEMENT Depending on your personnel, time, and resources, you may also opt to outsource your supply logistics operations to a third-party, and there is no shortage of such firms. Third-party logistics (3PL) providers cater to all kinds of companies and needs, some taking on only limited functions, others taking over logistics operations entirely. As with any outsourcing relationship, 3PL contracts try to weigh the disadvantages of the loss of direct control against the benefits of the third party’s expertise in the field. Ultimately you need to determine whether the overall cost of a third-party relationship is worth that loss of control, and whether those expenses are made up in lower costs elsewhere. 3PL firms need to demonstrate that they add value to your company beyond simply taking over the hassle of coordinating the supply chain for you. If you choose to contract with a 3PL, it’s important to maintain your focus on generating the maximum return on investment, which calls for a high level of transparency in the 3PL’s processes so that you can see that the cost and time savings you’re seeking are being realized.

In addition to savings in labor, inventory, and transportation and the reduction of cycle time in the supply chain, 3PLs can add value by employing higher levels of supply chain visibility, flexibility in their scheduling, high-level technologies and logistics process innovation, economies of scale that allow for greater leverage in relationships with shippers and transportation companies, and global access.

THE INTERNATIONAL SCENE To the extent that your company procures supplies from international affiliates, you’ll need to either develop or contract with a 3PL that enjoys mature international relationships and stable transportation operations. In a competitive e-commerce environment where every dollar counts, the boosted cost of shipping freight, longer hours spent at borders, and higher insurance premiums add up in a hurry, adding greater pressure to streamline your supply logistics operations, particularly where international commerce is concerned.

FURTHER READING Dolan, Kerry A. ‘‘The Detour Economy.’’ Forbes, February 18, 2002, 52. Drickhamer, David. ‘‘Rough Road Ahead.’’ Industry Week, April 2002, 59. Hannon, David. ‘‘Internet Connections Make Shipments More Visible.’’ Purchasing, November 15, 2001, 47. Jedd, Marcia. ‘‘The Value of E-tools.’’ Logistics Management and Distribution Report, April 2002, S50. Konicki, Steve. ‘‘E-logistics Gets the Kinks Out of Supply Chains.’’ InformationWeek, November 19, 2001, 64. LePree, Joy. ‘‘Take the Right Path.’’ MSI, January 2002, 52. Lynch, Clifford F. ‘‘Price vs. Value: The Outsourcing Conundrum.’’ Logistics Management and Distribution Report, February 2002, 35. McIlvaine, Bill. ‘‘Going After Value.’’ EBN, February 25, 2002, 27.

❚ 84 TRANSFORMING BUSINESS STRATEGIES

Beginning in the mid-1990s and likely continuing in the coming decades, the global economy is undergoing a gradual convergence of two modes of economic

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The important thing to remember during this transitional period is that you must plan and conduct your business in both of these economies. At some level, your business, if it is to remain viable, must effectively plan and optimize its operations for its interaction with each of these economic environments, and sketch out the optimal balance of these operations for your needs and the conditions of your particular market. Thus, a winning strategy for the transformation from a bricks-and-mortar enterprise to an online business will allow the business owner to carefully assess the conditions in the physical and virtual economies, and devise a formula that allows you to leverage your strengths in both areas to maximum competitive advantage and symbiosis.

THE NATURE OF TRANSFORMATION In effect, all the transformations you need to ready your business for competition in the e-commerce marketplace fall under three broad categories: connectivity, interactivity, and speed. Connectivity refers to the ability to put interested parties in touch with one another. In the traditional economy, connectivity was limited to a company’s size and physical place of business, or its distribution reach. In the online economy, there is no such limit. Anyone can become a participant, as long as he or she has access to the Internet. Think about your own business, and outline how your enterprise is going to leverage the unique properties of connectivity. Interactivity is the ability to interact directly with a source in real time. For example, when you are watching television, you are experiencing a non-interactive media because you can’t interact with the source (one-way communication). When you read or view the news online, however, you can interact with the source by voicing your opinion via email, or search for additional information on the same subjec. In the connected economy, customers expect instant gratification and information. So your business needs to provide your customers with an opportunity to ask questions or obtain additional information in realtime through your Web site—regardless of their geographical location or time of day. Speed has always been a value in business; the centrality and level of speed in the Digital Age, however, is so great as to constitute a qualitative transformation from the traditional economy. Speed is a central characteristic of the connected economy because it allows parties to communicate and interact in real time. For example, when reading a newspaper, you are reading information complied many hours ago. The speed in

which the information flows from the reporters to the press and then to the newsstand is very slow. On the other hand, on the Internet you can immediately view up-to-the-minute news and information. Here, too, you need to think of how best to leverage speed and satisfy your clients’ needs for instant gratification. As the pace of contemporary economic and social life accelerates, consumers expect the same from their service providers. Your business must provide customers with what they need in the shortest amount of time possible.


production—the traditional bricks-and-mortar economy and the online e-commerce marketplace—rather than a fast transition.

In order to transform to and take advantage of the online marketplace, then, your most obvious strategic options for transforming your business to the connected economy are to capitalize on and excel in one of these key areas. That is, you need to differentiate yourself in the interactivity component of your ebusiness, or excel in the speed of your delivery or other dealings with your customers, or specialize in the simplicity of your Web site and user interface and other forms of connectivity.

TRANSFORMING A STRATEGY OR OPERATION The key to a successful transformation of your business is to understand that you will always operate in a competitive environment. As a result, you must first consider your competition before deciding on the tactics of your transformation, and base your transformation strategy on this context of a constantly competitive environment. This may seem obvious, but it’s crucial to keep in mind, as your optimal transformation strategy as conceived in a vacuum may put you at a competitive disadvantage in the short run, thereby rendering your overall strategy useless. Begin by identifying and prioritizing your competitors, and then analyze them and define your competitive advantage in relation to your competitive set. A competitive set is a collection of your top competitors—only those possessing the greatest influence on your target market. The main purpose of this analysis is to identify and pinpoint the elements you can leverage to make your operation different from the operations of your competitive set on your road to transforming your enterprise for the e-commerce environment. This process includes three stages: listing all your competitors in their order of rank in your market; defining all those factors that have an impact on your market in their order of influence; scoring each competitor, as well as yourself, in each category. In the course of this analysis, you will beging to delineate your strengths and weaknesses relative to those of your competitors, and thus the broad areas in which you can begin to eke out a competitive 119

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advantage in your transformation strategy will begin to emerge. For instance, if you discover that none of your competitors is particularly strong on the interactivity portion of the online competitive environment, then your obvious strategy is to focus your transformation strategy around building quality interactivity with your customers, and strongly promoting this difference from your competitive set to your target market.

FURTHER READING E-Business Systems Integration Center. ‘‘E-Business Strategy.’’ Falls Church, VA: E-Business Systems Integration Center, 2000. Available from http://www.sic.nvgc.vt.edu/ Thompson. Hof, Robert D. ‘‘What Every CEO Needs to Know About Electronic Business.’’ BusinessWeek Online, March 10, 1999. Available from http://www.businessweek.com/1999/99_15/ c3624035.htm. The Cap Gemini Ernst & Young Center for Business Innovation. ‘‘Implications of Networked Business Models for Incumbents Firms,’’ 2001. Available at www.cbi.cgey.com/ cgi-bin/pubs.plx?sort=topic. WizBizWeb, LLC. ‘‘The ABC’s of E-Strategy,’’ 2002. Available by request at www.wizbizweb.com.

❚ 85 USING PRINT MEDIA TO SUPPORT ONLINE MEDIA

While establishing an online presence is perhaps the most crucial and obvious step toward building a profitable e-commerce business, you should also consider using print media to attract business. Relying too much on the online medium can seriously hinder your firm’s ability to draw new customers and take advantage of all available opportunities to generate business. Avoiding traditional media, such as print, can lead to tremendous lost potential. Moreover, if you don’t move to capitalize on this advertising channel, your competitors may, and could edge you out of the market in the process. Now that the dot-com craze is over, and customers, businesses, and investors alike are looking for comprehensive, integrated business models, your firm might benefit from print media support. No matter how established your brands, stitching together your online presence and a traditional print campaign to advertise your site is crucial to bringing in new online customers and building brand presence. Technology can help you get the most out of your content, whether in print or online. Extensible markup

language (XML), the lingua franca of e-commerce, is perfect in this regard, because it acts as a meta language that instructs machines how to interpret data in different contexts. So information generated with XML coding can be easily reformatted to suit online media, such as e-mail and your Web site, and print media in all its formats. Once you decide to use print media to promote your firm, you are faced with a dizzying array of choices. It’s up to you to figure out which options best suit your firm’s purposes and budget. Print media options range from newpaper and magazine advertisements to direct-mailing campaigns to mail-order catalogs. For each kind of print media campaign, there are numerous considerations, and each must be aligned to accomplish your firm’s goals. To begin with, you must have a clear understanding of your target audience: What kinds of media are they likely to use frequently and respond to? Will the cost of reaching one demographic group through medium X outweigh the cost of attracting another demographic through medium Y? How important is each demographic group to your long-term sales? Where can you cut costs, and where is it best to spare no expense? Should you produce glossy brochures for a direct-mailing campaign, or will your particular target audience respond equally well to a simple text letter that points to your more comprehensive and interactive Web site? In other words, you must determine what is required to reel customers into your Web site, where the focus of your business is. Another consideration is to be sure to maintain seamless compatibility of information between your online and print media channels. This is done best when both your online information and your print channels originate via common databases and text programs. That way, you only need to format them for their different channels after the fact. The main difference, of course, is that print can’t be changed on a moment’s notice like your Web site can. Thus, it’s crucial that any print media support does just that: it must support the online medium by referencing and pointing readers to your online site, where the most up-to-date, interactive, and useful data can be found. This seamless integration of your online and print media channels is known as channel harmony. That is, you bring your various outreach and sales channels into a symbiotic relationship by systematizing them and making them, effectively, communicate with each other for the customer’s benefit. All things being equal, you’re best off trying to steer customers garnered through a print channel, such as a catalog, to your Web site to make their purchases, if only because processing orders via the Web is much

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obtain information by simply speaking into the telephone. These technologies also allow callers to access e-mail, traffic information, news, sports scores, stock prices, and travel information, putting Web-based information in the hands of customers anytime, anywhere.

In catalogs, especially, it’s important to vigorously promote your Web site. Simply appending your site address and an e-mail address to the pages isn’t enough. If you want to drive customers to your Web site, it’s vital that you give them a reason. This could involve entire pages devoted to advertising just the Web site itself, showcasing the offerings that await customers online and providing instructions on how to place orders over the Web. You should explain the advantages of using the Web and provide other information that highlights the unique character and importance of your Web site.

These systems, called voice portals or ‘‘vortals,’’ are attractive to businesses wanting to save on labor costs and improve customer service. By using these systems, call center staffing can be reduced by directing calls to the interactive voice portal, a system whose accuracy rivaled that of human agents by 2002. Efficiency is also increased; voice applications’ direct integration into a company’s Web site eliminates the need for separate databases, and numerous calls may be handled simultaneously, increasing call volume while reducing customer attrition through lengthy onhold times.

Still, you don’t want to go through all the trouble of creating print media only to sell it short. Some customers prefer to make purchases offline, and for them your print media should stand on its own. This is particularly true of catalogs. While touting your Web site, you don’t want to defeat the purpose of having a catalog to begin. You should take steps to outfit your organization to handle mail and call-center orders from the catalog or other print media as required in order to maximize sales and customer satisfaction.

What sets v-commerce apart from general e-commerce is customers’ use of mobile phones. By 2005, over 45 million American cell phone owners will access voice portals regularly, predicts the Kelsey Group, a new economy research and analysis organization. For instance, a customer with a computer, Internet connection, and landline phone might choose the computer to access a company’s Web site. But once the same client is out of the office, Internet accessibility is largely available via wireless devices like palmtop computers and cell phones with text messaging. But since these devices are inappropriate for use while driving, and their tiny screens and miniscule touch pads are difficult to maneuver, v-commerce has emerged as a logical market.

FURTHER READING James, Dana. ‘‘Fine Print Works Well for E-retailers.’’ Marketing News, August 28, 2000, 4.


cheaper than with call centers and paper forms. Moreover, since e-commerce is your business, your print media should try to encourage customers to take advantage of your online storefront, the heart of your operations, while still trying to draw in as many new customers via print as possible.

Despite its high-tech applications, v-commerce can also target low-tech customers. Customers with no Internet access at all can telephone familiar businesses like Amazon.com, opening a new customer base to online companies. The systems can even be accessed by old-style pulse phones that do not generate touch tones. Consumers in this sector benefiting from speech recognition technology include the elderly, children, drivers, and the blind and otherwise disabled as well as travelers separated from their computers.

McKeon, John. ‘‘Accepting the Online Challenge.’’ Graphic Arts Monthly, June 1999, 97. Phillips, John T. ‘‘XML for Content and E-commerce.’’ Information Management Journal, April 2001, 54. Wilder, Clinton. ‘‘Real-World Site Ads Pay Off.’’ InformationWeek, May 24, 1999, 85.

❚ 86 VOICE COMMERCE

A system of advanced speech technology, voice commerce (or v-commerce) lets computers understand and respond to natural human speech via telephone. Essentially a ‘‘voice Web page’’ used in tandem with Internet Web sites, v-commerce uses speech recognition technology to allow customers to interact with a business’ Web site to place orders, check status, or

Although many voice portals are merely an addition to a company’s sales platforms (store, catalog, and Web site), others rely on advertising for support. Some voice portals offer advertisers ‘‘per-hit,’’ feebased audio spots, charging higher rates to target specific audiences. For accurate billing, the voice portal must install the capability to count the number of hits for each three-to-five second spot. Simple voice recognition systems have been in place for many years. American Airlines and United Airlines use speech recognition to convey flight arrival times. Sears uses speech recognition to connect callers 121

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to the right department without delay; its system handles 200,000 calls daily and paid for itself in 90 days.

like VoiceXML are starting to extend Internet capabilities to the telephone by creating audio dialogue.

Other systems include more complex, interactive services. Office Depot’s v-commerce number takes orders over the phone, recording quantity and color for future orders; the company reports that 5 percent of its retail catalog sales are handled through speech recognition at an average savings of 88 percent per call.

Companies can opt for multilingual speech applications for regional populations—Spanish services for large Hispanic communities in New York, Florida, Texas, California, and Puerto Rico, for example. These technologies are expanding internationally, with numerous systems operating in Scandinavian countries, Italy, France, Germany, and Central America. Development of a new language ASR engine requires data from about two thousand native speakers, while a new TTS platform translates text to speech by using significant data from just one speaker.

In addition to taking orders, voice portals can also facilitate delivery, return, and exchange. In the case of United Parcel Service, voice recognition handles half of its incoming calls at up to 90 seconds faster than calls with human interaction. These v-commerce interactions include order placement, issue and review of tracking numbers, and product availability. Another service-oriented application involves automated oil-change reminder calls for clients who agree to participate. Jiffy Lube’s two-way phone system lets customers tell the computer to connect them to a service center, send the reminder to their home, or even shop for the company’s products. Since many provide their cell numbers, they are likely to receive the call in their cars, allowing them to confirm the timing for an oil change with their mileage. V-commerce technology has evolved rapidly, improving on some familiar interactive telephone technologies. Interactive voice response (IVR) systems, in which customers respond to voice prompts using push button touch tones, force customers to wade through layers of voice menus to find information. But with the addition of Automated Speech Recognition (ASR) engines, IVRs can bypass touch tones in favor of vocal recognition and communication. Voice commerce comprises three technologies. With speech recognition, the caller’s words are transformed to text, while text-to-speech (TTS) translates written words to speech. Using speech recognition, customer commands are input as text, as if the client were interacting with the Web site via computer keyboard. The computer then answers customer queries by converting its text response into audible speech. Lastly, speech authentication can identify individual callers by ‘‘listening’’ to their unique voices, eliminating the need for Personal Identification Numbers (PINs) or passwords. Although ASRs use complex algorithms to translate mispronunciations and mumbles, problems still affected speech recognition in 2002. These included background noise from cell phones, confusion over homonyms, echo, traffic noise, sudden noise activating speech recognition, and unusual user accents. However, ‘‘barge-in’’ technologies have developed that allow callers to speak over outbound voice prompts, while speech-enabled scripting languages

Some larger Internet companies—Yahoo.com, America Online, and Priceline.com—have developed their own voice portals. America Online bought its own voice portal company (Quack.com) to develop the AOL by Phone service, which provides Web-based telephone e-mail and news headlines. But others find it more efficient to outsource, purchasing voice portal development and maintenance services from companies like BeVocal, TellMe, NetByTel, HeyAnita, and VocalPoint Technologies.

FURTHER READING Eagle, Gene. ‘‘From E-Commerce to V-Commerce: The Voice Portal Revolution.’’ Speech Technology Magazine, September/October 2000. Available from http:// www.speechtechmag.com/issues/5_5/cover/217-1.html. Easton, Jaclyn. ‘‘V-Commerce: The Voice Advantage.’’ Going Wireless. Harperbusiness, May 2002. Harman, Greg. ‘‘Understanding V-Commerce.’’ Voice XML Review, January 2002. Availble from http:// www.voicexmlreview.org/Jan2002/features/vcommerce.html. Neustein, Amy. ‘‘Untangling V-Commerce: Building Intelligence into Voice-Based Apps.’’ Wireless Report, April 2002. Available from http://www.wirelessreport.net/ mcommerce/april02. Kanaley, Reid. ‘‘Voice Portal Technology Lives On.’’ The Philadelphia Inquirer, 26 June 2001. Markoff, John. ‘‘Operator? Give Me the World Wide Web, and Make It Snappy.’’ The New York Times, 6 October 1998. Mozer, Todd. ‘‘The Third Wave: Speech in Consumer Electronics.’’ Speech Technology Magazine, July/August 2001. Available from http://www.speechtechmag.com/issues/ 5_4/cover/205-1.html. Schalk, Tom. ‘‘The Evolution of Global Speech Technology.’’ Speech Technology Magazine, March/April, 2002. Available from http://www.speechtechmag.com/issues/ 7_2/avios/579-1.html. White, George. ‘‘All You Have to Do Is Call.’’ Speech Technology Magazine, September/October 2001. Available

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Reports of online shopping during the 2000 holiday season indicated that portals and online shopping malls posted higher growth rates than individual etailers. AOL reported an 84 percent increase to $2.5 billion in holiday sales over the previous year, while Yahoo! and Lycos said their sales doubled. Individual e-tailers, on the other hand, had an average growth rate of 40 percent, according to the Yankee Group.

❚ 87 WEB PORTALS

By the year 2000 portals had evolved from directories and search engines that helped people find places on the Internet to sites that offered their own content and services. They were attracting large numbers of visitors, which made them attractive to advertisers and to merchants seeking to sell online. Media Metrix reported 47 million unique visitors to Yahoo!, 39 million to MSN, and 31 million to America Online in June 2000. In terms of online shopping, the top portal shopping site in June 2000 was Yahoo! Shopping, with 5.8 million unique home-based visitors, according to Nielsen/NetRatings. AOL’s Shopping Channel drew more than 3.4 million unique visitors, slightly more than 4 percent of all Internet users. Other popular shopping portals in mid-2000 included AltaVista, with 2.6 million unique visitors, and The Microsoft Network’s (MSN’s) shopping section, with 1.2 million unique visitors. Portal features such as specialized search engines and the ability to comparison shop were cited as reasons for attracting online shoppers. Large online retailers were able to gain access to portals’ audiences through banner ads, affiliate programs that linked to their sites, and storefronts set up within the portals’ boundaries. Some e-tailers were spending as much as $20 million in six months to advertise on the major Internet portals. Others paid large sums to become preferred vendors at the larger portals. Smaller retailers could also participate through storefront business models made popular by Yahoo! Shopping, which attracted small business e-tailers. These models made it possible for small businesses to establish a retail presence on the Web. Other sites offering online storefronts to smaller merchants included Amazon.com, with its Z-shops, and the nowdefunct Excite’s Freetailer storefront service. The dot-com shakeout of 2000 caused many etailers and portals to terminate or renegotiate their arrangements. With statistics showing that non-portal referrals accounted for a much higher percentage of merchant sales than referrals from America Online, Yahoo!, and other portals, the major portals began upgrading their shopping destinations in mid-2000. Yahoo! added a My Shopping personalization feature; MSN redesigned and relaunched its eShops destination; and AOL added a Quick Checkout feature.

The Yankee Group also found that 57 percent of online consumers begin their online shopping trips at a portal or a portal-based mall. To reinforce their image as the place to begin online shopping, portals were developing a critical mass of goods and services. To be successful in the long run, portals needed to attract well-known brand e-tailers. At the time it was recognized that specialty brand name e-tailers as a group were generating more sales online than portals.


from http://www.speechtechmag.com/issues/6_5/cover/311.html.

While a February 2001 study based on 2000 data by Booz-Allen & Hamilton found that nearly 98 percent of all U.S. Internet users had visited a portal, they only spent 2 percent of their time at a portal engaged in shopping. In terms of time spent at portals, users spent an average of one hour and thirty-one minutes per month engaged in shopping activities at portals, compared to four hours and forty-one minutes searching at portals.

PORTALS FACED CHALLENGES In 2001 portals, like other Internet sites, were facing steep drops in advertising revenue. A March 2001 study by Consumer Reports Online suggested that portals were not efficiently transforming Web surfers into shoppers. The study rated Yahoo! above average but found that other portals, including AltaVista, Shop@AOL, and Excite@Home’s Shopping, were too confusing and poorly organized. The Consumer Reports findings were backed up by another study from Forrester Research, which found that online shoppers rarely went to intermediary sites to help them find what they wanted. As a result, Forrester predicted that there would be a shakeout among shopping intermediaries. The research firm forecast that portals would evolve into e-commerce brokers by 2005, offering retailers a selling platform that would enable merchants to reach, convert, and provide services to more customers. Portals were seen as being less effective, too, as Internet users became more sophisticated and savvy. Many Internet brands were becoming well-known household names, making it easier for online shoppers to bypass search engines and portals. Still, consultants were recommending that online merchants incorporate portals into their marketing strategy. AOL and MSN were still effectively driving millions of Internet users to e-commerce sites. Portals were especially effective 123

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in the case of first-time Internet buyers, whose numbers were growing. Retailers hoping to profit from affiliating with portals were advised to select partners that had the scale, service, and speed required to offer innovations for consumers. That meant affiliating with major portals such as AOL, MSN, and Yahoo! rather than with comparison shopping sites, product review sites, and smaller portals. The ability of major portals to attract traffic was supported by a mid-2001 study by Jupiter Media Metrix, which found that four Web sites— AOL, Yahoo!, MSN, and Napster—accounted for more than half of all time spent online by U.S. Internet users. A similar study by Nielsen/NetRatings found that one in three Americans visited a portal site every day, giving portals an audience reach of more than 92 percent. During the 2001 shopping season, it appeared that portals and Internet shopping malls were attracting a larger share of online shoppers than major e-tailers. Nielsen/NetRatings reported that shopping sites at portals attracted 36 million visitors in one week during the holiday shopping season, compared to 35 million attracted to individual online retailers. While portals often forwarded traffic to independent retailers, they also offered shoppers the chance to compare prices and selections from different merchants. They also offered access to many smaller retailers that otherwise would not have been able to maintain a presence on the Web.

FURTHER READING Braunstein, Peter. ‘‘Will Internet Portals Pay Off?’’ WWD, 21 August 2000, 5. Enos, Lori. ‘‘Report: Portals to Evolve into ‘E-Commerce Brokers.’’’ E-Commerce Times, 5 April 2001. Available from http://www.ecommercetimes.com. Enos, Lori, and Elizabeth Blakey. ‘‘Portals Turn Eyeballs into E-Commerce.’’ E-Commerce Times, 20 July 2000. Available from http://www.ecommercetimes.com. Macaluso, Nora. ‘‘Study: Portals Get the Most Web Traffic.’’ E-Commerce Times, 11 June 2001. Available from http:// www.ecommercetimes.com. Mahoney, Michael. ‘‘Report: Portals Gaining on Stand-Alone E-tailers.’’ E-Commerce Times, 15 January 2001. Available from http://www.ecommercetimes.com. ‘‘Portal Power.’’ eMarketer, 27 February 2001. Available from http://www.emarketer.com. Regan, Keith. ‘‘Do Portals Still Matter to E-Commerce?’’ ECommerce Times, 23 March 2001. Available from http:// www.ecommercetimes.com.

———. ‘‘Report: Four Web Sites Control Half of Surfing Time.’’ E-Commerce Times, 4 June 2001. Available from http://www.ecommercetimes.com. ———. ‘‘Report: Portals Attract More E-Shoppers Than ETailers.’’ E-Commerce Times, 7 December 2001. Available from http://www.ecommercetimes.com.

❚ 88 WEB RINGS

The networked universe of e-commerce offers businesses endless opportunities for interconnecting and sharing commercial relationships. Web rings are Internet-based commercial relationships in which companies, groups, individuals, consumers, or other common interests are linked together via a succession of inter-referencing Web sites. Web rings share a common theme among their participating sites. They pool the interest in individual sites for the common good of all participating sites. For instance, a database-software Web ring might link together companies, researchers, and others for the common benefit of all members. Users of the sites also benefit by gaining access to a wider collection of information on whatever topic the sites cover. Companies in e-commerce turn to Web rings to help build emerging industries, attract new customers, and forge business relationships and strategic partnerships. If you decide to participate in a Web ring, it carries the added benefit of drawing finely targeted visitors to your site, because users traveling through the ring are more likely to be interested in your offerings than the average Internet surfer. Web rings can thus simplify subject searches on the Internet, making searches more efficient and less subject to trial and error. Rather than forcing users to wade through hundreds of sites to find the handful that actually pertains to their interest, Web rings interlock many of those sites together, so that users, once they find their way into the ring, can simply skip from one relevant site to another. Web rings thus constitute their own small Internet of subject-specific Web sites.

HOW WEB RINGS WORK Web rings usually have as their starting point a ring home page, which explains what the ring is about, when and why it was created, a description of how the ring works, an explanation of the ring’s basic rules and requirements, a copy of the navigation bar, and instructions for interested sites that wish to join.

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them, explaining your ideas, and providing them information on how to join. A well-designed Web ring, however, will usually see such work diminish over time, as the ring takes on a life of its own. As word spreads around the Internet, new sites should seek to join of their own volition.

FURTHER READING Casey, Carol. ‘‘Creating and Managing Webrings: A Step-byStep Guide.’’ Information Technology and Libraries, December 1999, 214.


A site’s Web ring affiliation is typically marked by an icon and navigation bar at the bottom of its pages. Sites agree to include a common navigation bar in order to create consistent and equitable linking between all member sites. The navigation bar, provided to members as a standard HTML fragment, can be downloaded from the ring’s home page or requested from the ring master. The HTML fragment might include links such as ‘‘Next,’’ which takes users to the site following yours in the ring; ‘‘Previous,’’ which links to the site preceding yours; ‘‘Random,’’ which leaps to any site on the ring as determined randomly by the ring master’s computer; and ‘‘Next 5’’ and ‘‘Previous 5,’’ which displays a list of the next or last five sites in the ring so users can select only those they think will be most useful.

‘‘Web Rings: An Internet Marketer’s Dream.’’ Business Week, December 15, 1997. Available from http:// www.businessweek.com/1997/50/b3557124.htm.

YOUR WEB RING STRATEGY Creating a Web ring is fairly easy. You can begin one from scratch by directly contacting owners of other sites. With their collaboration, you can decide how you want to set up the ring, what other firms or groups you want to join, what the purpose of the ring should be, and what rules ring members are to follow. Alternatively, a number of Web-ring specialty sites popped up in the late 1990s and early 2000s, offering a set of established formats and tools for devising a new Web ring, registering it, and reaching out to others. At first, Web-ring specialty sites simply lived off advertising revenue while offering their Web ring services for free. By the early 2000s, however, competitive pressures had caused the sector to change its tactics, and currently most such sites offer value-added services, including e-commerce solutions, along with their Web-ring hosting, set-up, and maintenance services. Web rings are controlled, monitored, and maintained by a ring master, who is responsible for the overall look and feel of the ring. This involves establishing and enforcing rules for participation, such as adhering to professional standards and maintaining courtesy toward other members of the ring. The ring master ensures that all ring applicant sites adequately relate to the ring’s subject, sees to it that the site installs that ring’s code and navigation scheme correctly, and accepts, rejects, and revokes membership as he or she sees fit. In addition, the ring master is charged with setting up the navigation scheme of the ring, determining the order of sites in the ring and devising an overall image and navigation bar for use by all members. Setting up your own ring and acting as its ring master, then, gives you the greatest degree of control over the ring’s evolution and operation, but it also entails more time and energy. Initially, getting other sites to join your Web ring will involve seeking out prospective sites, contacting

❚ 89 WEB SITE DESIGN

In the late 1990s, companies all of kinds began to develop Web sites to advertise their products, to build brand recognition, and to sell their products. In some cases they hired a Web design expert to oversee the process, and in other cases they simply farmed the project out to a Web development firm. To make the Web site design and development process as easy as possible, software companies like Adobe and Macromedia began to develop comprehensive Web site design programs. As a result, a growing number of businesses began to develop their own Web sites without hiring internal specialists or outsourcing the project. Entrepreneurs planning to launch an online venture need to consider carefully which option is best for them. Outsourcing the project to a Web design firm is certainly the path of least resistance for most small businesses. In many cases, you can use a single company to host, design, and manage your Web site. For example, Colorado-based Verio Inc. is a leading Web hosting company that also offers customized Web solutions, including design services, to businesses of all kinds. Digital Work Inc. also offers both hosting and design services at prices ranging from $34.95 per month to $194.95 per month, depending on the options you choose. Some companies charge an initial set-up fee ranging from $1,500 to $5,000 for a basic Web page and then levy a monthly fee for hosting services.

CHOOSING A WEB DESIGNER Choosing a Web designer can be difficult due to the sheer number of companies and individuals offering such services. Webdesign.thelist.com offers an 125

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online database of Web designers that you can search by services, name, or location. Also, if you find a Web site you like and you want to know who built it, you can use Whobuiltit.com, which maintains a database of 44,000 Web sites, including information about who designed each. Entrepreneur columnist Melissa Campanelli recommends doing your homework before selecting a designer: ‘‘Check out a list of the sites the company’s worked on and look closely at its own site. Ask about arrangements for maintaining the site, and make sure your new designer is interested in your company and its goals.’’ For example, if your goal is to grow traffic significantly within a few months of your site’s launch, your designer should be able to tell you how this will impact your site’s performance and what steps you can take to maximize bandwidth. Keeping goals in mind during the design and development process can eliminate many future problems.

WEB DESIGN SOFTWARE While most experts agree that large, complex Web sites are best left to professional designers, many do acknowledge that small-business owners can design their own successful sites. According to a September 2001 issue of E-Commerce Times, regardless of whether a company chooses to hire a Web developer or design its own site, it is vital that it carefully plan the site’s layout, content, and security features. If you decide that you are not interested in paying somebody else to design your site, be it another company or a specialist you hire as an employee, you’ll need to purchase your own Web design software. You can expect to pay about $300 for popular programs such as Dreamweaver by Macromedia, which also offers online training for an additional $100, or pGoLive by Adobe. Once you’ve become comfortable with your Web design software, you’ll need to begin planning your site’s organization. Many analysts caution against underestimating the importance of this, pointing out that the structure of the information is as important as the information itself. Visitors who cannot find what they want quickly and easily are likely to simply go elsewhere. To find an effective and appealing organizational structure, it might prove worthwhile to examine rival Web sites. Along with the organization and placement of textual information, you must also decide what types of graphic and audio enhancements you will use on your site. Keep in mind that many Internet users have dated PCs that might be overwhelmed by too many hightech enhancements. If you’re determined to include multiple graphics and/or audio features on your site, you can also offer visitors the choice to view your site in HTML only. Some experts recommend using

images under 12KB in size to allow all users to load them quickly. Business Start-Ups writer Karen Solomon recommends that designers ‘‘trim the fat off graphics, animations, blinking text, dancing babies and smiley faces that serve no purpose other than looking cool.’’ Solomon also advises against using front door pages and reminds designers to clean up obsolete links and to be sure that photographs are saved in the JPEG format, while graphics are saved as GIF files. This type of design maintenance can help improve site performance.

TEST AND TWEAK Finally, once your initial design is completed, it is important to test your site from as many different computers as possible. You want to be sure that individuals with different Web browsers and different connection types can access your site as you intended. You can also ask friends and family members for feedback on how easy your site is to navigate and how appealing it is to view. As with most online tasks, be prepared to continually tweak your site’s design to meet the evolving needs of your customers.

FURTHER READING Campanelli, Melissa. ‘‘Help! You Need Somebody!’’ Entrepreneur, May 2000. Available from http:// www.entrepreneur.com. Enos, Lori. ‘‘Small Businesses Venturing Online.’’ ECommerce Times, 13 September 2001. Available from http:// www.ecommercetimes.com. Ross, Lynn Manning. ‘‘Thou Shalt Not.’’ Business Start-Ups, September 1999. Available from http:// www.entrepreneur.com. Solomon, Karen. ‘‘Gut the Glitz.’’ Business Start-Ups, February 2000. Available from http://www.entrepreneur.com.

❚ 90 WEB SITE INTERACTIVITY

At its essence, interactivity is the level of meaningful interaction between a company and its users via the firm’s Web site. A highly interactive Web site gives users opportunities for effective communication with the company, often allowing virtual conversations or data transmissions to occur in real time. This way, customers can have a satisfying experience dealing with your company regardless of the constraints of distance or time. In an interactive environment, one-directional, static information gives way to a more

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As competitive pressures in e-commerce mount, customers expect efficient and seamless interactivity at your virtual storefront. Sites that make customers feel like they have communicated effectively with the company are more likely to build customer loyalty over time.

subdivided dynamically as your customers’ needs dictate. Generally, these forums are moderated by someone in your firm, who can provide input where necessary while also gauging customers’ attitudes towards your company. If you use this information to make improvements, you can provide better service overall. This method is particularly valuable in that it capitalizes on existing customer relationships at minimal cost.


fluid model, where user participation actively modifies the form and content of the information presented.

THE INTERACTIVE BUSINESS MODEL In general, the more interactive a Web site, the more it fulfills the Internet’s potential as a communications medium. The Internet surpasses other media, such as print and television, because it can not only disseminate information about your company, but it can also move beyond the one-way conduit of information to create a comprehensive virtual meeting place. In this virtual space you can interact with your customers directly, taking advantage of powerful telecommunications developments, while also providing instant access to a storehouse of valuable information. Incorporating these two features—two-way communication and data management—is the foundation of interactive Web sites. It can also be a key to drawing customers to your site, boosting their loyalty to your firm, and reaching optimal efficiency within your ecommerce business. Interactivity means leaping beyond the basics of HTML. While hyperlinks and e-mail are forms of interactivity, today’s Web shopper has come to demand much more. Interactivity can be as simple as normal Web-based forms, which are often used to complete orders or compile electronic profiles of your customers. Live customer support Customer service, live is another increasingly important component of Web site interactivity. Customer service strategies in the e-commerce era, in particular, demand interactivity. Providing a wealth of information for your customers is essential, but not enough. You need to give your customers effective and easy ways to communicate with you, so their precise concerns are addressed quickly. E-mail and Web forms are the most widely used methods of interactive customer service, and such customer submissions should be answered immediately with an automatic-response confirmation message, assuring the customer that their query was received and that someone will answer them shortly. A value-added way to provide interactive customer service is to create a central space where customers can help each other. One useful method is to put user forums on your site, where they can simply log on and share their concerns with others who can provide their own feedback. Postings can be classified and

TECHNOLOGICAL LIMITATIONS OF INTERACTIVITY However, while building interactivity is often desirable, even necessary, it’s important to remember that not every Web surfer enjoys access to the latest technologies. So while your designers may feel tempted to include interactive applications with the latest bells and whistles, you need to keep the needs of basic users in mind. High-tech interactivity won’t succeed if you wind up alienating a significant portion of your potential customer base that can’t utilize those tools. There are a few ways around this problem. First, you can create separate links on your home page pointing users to one of multiple Web sites you’ve created geared toward different technological capabilities. Second, you can provide a text-only version of your site, which works in a similar manner but in this case bypasses graphical interfaces altogether, so that users can opt for just the information they want without waiting for excessively long download periods. And third, depending on the technology you’re using, you may be able to detect the user’s capabilities and automatically direct them to a suitable version of your pages. Interactivity extends to your company’s internal processes as well. For instance, as requests and questions are coming in, they need to go somewhere in the firm in an organized fashion so they can be processed quickly. Your visitors will no doubt be frustrated if they take time to use your interactive forms, but never get a timely response. Routing is a simple practice of organizing and distributing incoming messages according to their characteristics. For instance, if the incoming data is a customer-service query, it probably should be routed directly to customer-service staff. Alternatively, an order submission may be routed simultaneously to your shipping department and to accounts receivable or billing. No matter how you choose to organize your business, and regardless of its size, routing incoming interactions to their appropriate handlers ensures faster response time. This should diminish internal confusion, improve customer satisfaction, and eliminate wasted time and energy. 127

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FURTHER READING Coyle, James R., and Esther Thorson. ‘‘The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites.’’ Journal of Advertising, fall 2001, 65. Dysart, Joe. ‘‘Interactivity: The New Standard for Lender Web Presence.’’ The Secured Lender, March/April 2001, 28. Lidsky, David. ‘‘Falling Down.’’ Fortune Small Business, September 2001, 102. Powell, Barrett. ‘‘Get In Touch With Your Customers.’’ eBusiness Advisor, June 2002, 20.

❚ 91 WEB SITE LIFE CYCLES AND MAINTENANCE

Similar to any piece of software, Web sites follow a series of phases in their so-called ‘‘usable lives.’’ For e-commerce sites, the nature of those lives is also changing based on increasingly nuanced marketing objectives laid out for them. A typical site life cycle starts with basic planning and design, and ends with up-keep and administration. Below are some of the most common steps:

T T T T T T

Planning and requirements gathering Preliminary design and specification Detailed design and coding Testing and revision Launch Maintenance and upgrades

From this list, you might assume that the planning through launching steps consume the most time and resources; for many sites, however, maintenance and regular updates are central to their effectiveness and receive ample attention. The best life cycle plans take into account the site’s ongoing maintenance needs after the initial launch. One estimate is that maintenance requires about 20 percent of the initial development costs. Web users, much like newspaper or magazine readers, often expect continually refreshed content. Ultimately, if the business needs for the site— like driving traffic and generating sales—change considerably over time, the site may require a redesign and relaunch. Ideally, life cycle planning also considers market and technology signals that suggest when a site’s useful life is limited. Web watchers commonly cite an evolutionary path for the kinds of sites companies launch. The first and simplest of these are called brochureware, essentially

static non-interactive pages that are posted once and then left alone. The next stage is more like a magazine or small online community, providing basic interaction and periodic updates, while more advanced sites incorporate interactive applications, perhaps for online transactions or other customer needs. The most sophisticated sites are a complicated, user-specific conglomeration of content and applications originating in diverse locations and presented as a seamless yet dynamic interface. While these models can help place you on a general continuum, keeping your site current can mean many different things depending on your content, your clients, your competitors. Certainly, on a national news site, visitors expect the content to be refreshed every few hours, if not minutes. For a local news site, that standard might be slwoed to include just daily updates. Some Web consultants recommend that smaller sites be updated at least once a quarter in order to maintain a sense of fresh content and keep the site’s visual material current. Others say monthly or weekly is more appropriate. With some exceptions, sites that haven’t had a graphic overhaul within one to two years may be perceived by end-users as looking outdated due to technology changes. One way to organize updates and maintenance activity is to create a maintenance plan. There is no set form the plan should take, but some get fairly formal and lead to content management systems. Either way, the purpose is to begin serious thinking about the ongoing requirements of operating the site. The requirements may be technical, such as how to support increasing traffic loads, or strategic, such as how to make the site the top performer in its category— and keep it there. Planning also needs to account for logistical issues like personnel hours needed to maintain the site. More elaborate sites usually have back-end maintenance tools built in so that content specialists at the company, say, marketing staff, can readily change text and images in predefined places on the site without requiring a programmer’s intervention. These content management systems store site information in databases and often include a user interface customized for the particular needs of the company. They also provide support for advanced problems like version control, ensuring there is clear documentation of what is the currently approved content versus previous content or work in progress. Not all maintenance is aimed at making sites more complex, however. In the late 1990s and early 2000s, as Flash and other multimedia technologies gained sway, many well-funded sites rushed to include bits of animation and sound. No doubt some visitors were impressed with their technical prowess, but many Web users insist on practical, useful features instead of

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As with site development and hosting, maintenance and life cycle management can be outsourced to specialty firms. Often, if an outside team develops the site, they will include a bid for ongoing maintenance as well. Many Web consultants believe outsourcing is a wise approach because it greatly increases the likelihood the work will get done. Often times, specialists also have skills and inside knowledge that allows them to do a better job than a company could do on its own. Of course, some maintenance is more technical in nature and, as such, doesn’t involve content or currency. A common problem, with small sites in particular, may occur up when the site operator assumes it will work continuously without interruption. As server addresses and other system features change, the site may become saddled with broken links and haphazard functions. Browser upgrades can change the way pages display and functions execute, as well. Web site operators need methods of keeping their services up and the existing functions working. Along with third-party service vendors, developers can create testing and monitoring tools for making sure the site is operating properly.

FURTHER READING Dougherty, Alicia. ‘‘Rich Content Keeps Customers Coming Back for More.’’ Denver Business Journal, May 25, 2001. Sandlin, Eileen F. ‘‘It’s Maintenance Time.’’ Detroiter, September 2001. ‘‘Website Redesign—Knowing When It’s Time.’’ American Salesman, June 2002.

find your Web site cumbersome, slow, or too advanced for their equipment, you won’t manage to grow a successful e-commerce enterprise. Customers in the fast-paced, high-expectation Internet economy are notoriously fickle, and won’t show much loyalty to a company that doesn’t take care to implement a usable Web site. A brief usability checklist would ask the following questions:


those that merely waste time and clog bandwidth. Some of the largest sites have learned to design their sites ‘‘down,’’ focusing on the quality and efficiency of the user experience. This movement includes a heavy emphasis on intuitive user interfaces and simple, informative designs. The idea is to hone the site for the particular needs of its main visitors—and possibly customize it for each one.

T Is the site user-friendly, with a logical order and page layout that allows for easy navigation? T Do all the links work as expected? Do all the pages on the Web site load quickly and without errors? T Is the customer able to find everything she is looking for? T Are the advanced tools, including shopping carts and registration and order forms, functioning smoothly? T In general, then, does the site do what you intend? And can your customers figure it out instantly? You must approach usability from the standpoints of page design, site design, and content design, and ensure that each of these most fully exemplifies and complements what you are trying to communicate and the Web experience you want to provide.

Studies find that Web users will wait an average of eight seconds for a Web page to load before giving up and heading for another site. In addition, customers tend to remember which sites they found problematic and unusable, and can be unforgiving; those companies lacking usable Web sites thus run the risk of losing interested online customers forever. Forrester Research found that 27 percent of all Web transactions were abandoned before the purchase was completed, usually because of cumbersome ordering processes or technical problems. BizRate.com, meanwhile, reported that 75 percent of the respondents to their survey abandoned their online shopping carts before completing a purchase.

MAKING YOUR SITE USABLE

❚ 92 WEB SITE USABILITY

Because online customers place a premium on speed and convenience, Web site usability is an absolute must for the e-commerce entrepreneur. No matter how well thought-out your Web design, no matter how savvy your marketing scheme, no matter how sophisticated your technologies, and no matter how useful your products and services, if your customers

Knowledge of your customer base and their technical capabilities is the first requirement in designing a usable Web site. It’s crucial to keep in mind that your customers’ capabilities, not those of your firm, should drive your design. It does no good to implement sophisticated design if your customers can’t use it easily. Therefore, your site design must be implemented with the lowest-end users in mind; it must take into consideration customers who have the oldest browsers, slowest Internet connections, and so on. So, for instance, 129

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while designers may wish to showcase complex interactive graphics, low-end users with limited connectivity speeds may find that such graphics take an impossibly long time to load, and abandon the site altogether. You must therefore consider a cost-benefit analysis, and decide whether the more sophisticated design is worth the potential business lost. One of the simplest steps your firm can take to improve the usability of your site is to provide a forum on your site for users to supply their feedback about their experience on your site, and then use those suggestions to further tailor the site to your customers’ needs. This carries the dual benefit of streamlining your site’s overall usability while also potentially improving your relations with your customers by seeking out their input and incorporating customer suggestions into your firm’s operations. Usability also encompasses how the information on your site is organized, and how easy it is for the user to navigate through your site and find what he or she is looking for. The information architecture of your site, then, is a key component of your site’s usability. When a user visits your site, for example, you should make it possible for them to find exactly what they’re looking for in as few clicks as possible, preferably without ever having to backtrack in their browsing. Your home page should be easily digestible, and the steps the user needs to take towards his or her final destination should be immediately obvious. Before you take your site live, it’s advisable to do usability testing. Your designers should test your company’s site on both Macintosh computers and PCs, as well as successive generations of the major Web browsers, as slight variations in configurations and readings between the systems and software can cause pages to look and function differently, and you must be sure that on each computer your message appears as you intend. In the testing stage, it is best to view the site as objectively as possible. More accurately, it should be viewed from the perspective of a customer, possibly meaning bringing in a focus group of outside users to wade through the site, monitoring their progress and digesting their feedback. This group of test users should be a cross-section of your customer base, and individual profiles of those users and their progress in the testing phase should be carefully documented so that, in the final design phase before taking the site live, you are able to accommodate as many potential customers and users as possible.

FURTHER READING Fichter, Darlene. ‘‘Designing Usable Sites: A State of Mind.’’ Online, January 2001.

Nielsen, Jakob. Designing Web Usability: The Practice of Simplicity. Indianapolis: New Riders, 2000. Raskin, Jef. ‘‘The Humane Touch: Bad Design Can Be Costly.’’ Forbes, May 28, 2001. White, Martin. ‘‘Information Architecture and Usability.’’ Econtent, April 2002, 46. Zillner, Tom. ‘‘Designing Web Usability: The Practice of Simplicity.’’ Information Technology and Libraries, September 2001, 159.

❚ 93 XML AND METADATA

Extensible Markup Language (XML) is a language designed to make Web-based documents easy to create, manage, translate, and transfer via the Internet. Essentially, XML is a metalanguage, which means that it describes other languages. In the case of Webbased documents, XML defines a simplified version of Standard Generalized Markup Language (SGML), an international standard for text markup systems that had previously proven too complex for mainstream use. When applied to databases, XML facilitates the exchange of data between different computer systems by defining different data structures in such as way that they are not tied to any particular programming language. To facilitate such an exchange, XML documents contain both data and metadata, language that describes the data. Because it is extensible, XML is not tied to a fixed format like hypertext markup language (HTML), which uses specific codes, or tags, to tell the different pieces of a Web site what to do. Instead, XML allows users to design their own markup languages, while also ensuring the compatibility of text and data between different applications and different organizations. Improving compatibility between different types of company information has been a goal of many technology companies for quite some time. In fact, Electronic Data Interchange (EDI) technology was developed as a solution to this problem. However, many analysts point out that EDI is simply too expensive for most small and mid-sized businesses and too limited for large enterprises. A May 2002 issue of Computer Weekly describes XML as ‘‘a kind of Electronic Data Interchange for all.’’ The World Wide Web Consortium, a Web standardization organization, first conceptualized XML in the mid-1990s. Along with several programmers, the Consortium began working on ways to use SGML for Web-based documents in the same manner in which HTML had been used. Microsoft Corp. was one of

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One area in which XML is predicted to prove particularly lucrative is streamlining supply chains for manufacturers. Some analysts estimate that new developments based on XML will save manufacturers across the globe as much as $90 billion per year. One firm already reaping these benefits is Maytag Corp., which began using XML to tag its product specification data in 2001. Prior to adopting the new technology, Maytag programmers had to download the data from the firm’s mainframe system and then manually key it into a spreadsheet program before they could send it off to their retailers. Now ‘‘Maytag’s mainframe zips out the specs to retailers and trading partners,’’ explains Business Week columnist Jim Kerstetter. ‘‘Their XML-savvy computers automatically pick out each spec and insert it in the proper column. The price information, for instance, will wind up in the price column, no matter whether the price column is named, or whether the document is an Excel spreadsheet or an entry from for a database from Oracle Corp.’’ One downside to XML is that for it to truly revolutionize supply chain processes, each industry must

develop a standard set of tags. Because the companies within each industry tend to be intense rivals, working together on such a process poses issues of trust as well as other problems. As of mid-2002, these problems had prevented most industries from developing standard XML tags. As a result, many small online businesses continue to use HTML to build their Web sites, and many have opted not to purchase the XMLready database products offered by firms like Microsoft, Oracle, and IBM. If you are hoping to use XML to integrate and streamline your operations, several options exist. For example, NetLedger Inc. released smbXML in November 2001. smbXML works in conjunction with Oracle Small Business Suite and is designed to link different applications to a single Oracle database. When considering the pros and cons of various XML tools, keep in mind that many analysts consider XML a relatively new technology; in fact, some small business experts recommend waiting for the concept to mature a bit before investing considerable resources in this new technology.


the first companies to embrace XML. The firm began planning to upgrade its SQL Server to support XML in 1997. Other database giants, such as Oracle Corp. and IBM Corp., followed suit with their own plans for XML. According to an October 2000 article in InformationWeek, ‘‘XML is one of the primary areas that all the major database vendors have scrambled to embrace. Why is XML so important? XML facilitates communications between systems that normally don’t speak the same language. Because of its self-describing nature, XML provides a way to pass information between dissimilar systems with some level of confidence that it will be properly interpreted on the other end.’’

FURTHER READING Ferrill, Paul. ‘‘Databases That Focus on the Net.’’ InformationWeek, 9 October 2000, 151. Kerstetter, Jim. ‘‘The Web at Your Service.’’ Business Week, 18 March 2002. Available from http:// www.businessweek.com. ———. ‘‘When Machines Chat.’’ Business Week, 23 July 2001. Available from http://www.businessweek.com. Kooser, Amanda C. ‘‘XML for All.’’ Entrepreneur, November 2000. Available from http:// www.entrepreneur.com. Towner, Natalie. ‘‘XML: The Must-Have IT Skill.’’ Computer Weekly, 23 May 2002.

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Directory of E-Commerce Associations, Consultants, and other Organizations This section provides descriptive information about associations, consultants, and other organizations and programs related to e-commerce. Listings are arranged alphabetically by type of organization or program.

Founded: 1984. Members: 250. Description: A member company organization that is the leader for standards and operating procedures for the telecommunications industry. More than 1,500 experts from over 400 telecommunications companies particiapte in ATIS’ 19 committees, forums, and Incubator Solutions programs, where work focus includes network interconnection standards, number portability, improved data transmission, wireless communications, Internet telephony, toll-free access, and order and billing issues. Publications: ATIS e-Report, ATIS News.

ASSOCIATIONS ❚3

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AMERICAN ASSOCIATION FOR THE ADVANCEMENT OF SCIENCE

ALLIANCE FOR GLOBAL INTERNET SERVICES (AGIS)

DIRECTORATE FOR SCIENCE AND PUBLIC POLICY PROGRAMS

725 E 175 N Lindon, UT 84042 PH: (801)796-9311 E-mail: [email protected] URL: http://www.agis.org Contact: Dr. Clifton Barton, Executive Director

1200 New York Ave., NW Washington, DC 20005 PH: (202)326-6600 FX: (202)289-4950 E-mail: [email protected] URL: http://www.aaas.org/spp

Founded: 1996. Description: The Alliance for Global Internet Services (AGIS) is a nonprofit organization whose purpose is to help promote global access to new information and communication technologies to help business growth and development, and improve international cooperation. AGIS provides training and consulting to help organizations use the Internet for business development, improve performance, and implement e-businesses around the world.

Description: The American Association for the Advancement of Science (AAAS) Directorate for Science and Public Policy addresses cryptography, freedom and human rights. The AAAS publishes papers, sponsors symposiums and presentations examining issues of Internet security and privacy.

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ALLIANCE FOR TELECOMMUNICATIONS INDUSTRY SOLUTIONS (ATIS) Alliance for Telecommunications Industry Solutions 1200 G St. NW, Ste. 500 Washington, DC 20005 PH: (202)628-6380 TF: 800-387-2199 FX: (202)393-5453 E-mail: [email protected] Contact: Susan Miller, Pres. & CEO

AMERICAN ASSOCIATION OF ADVERTISING AGENCIES (AAAA) 405 Lexington Ave., 18th Fl. New York, NY 10174-1801 PH: (212)682-2500 FX: (212)682-8391 E-mail: [email protected] URL: http://www.AAAA.org Contact: O. Burtch Drake, President and CEO Description: The American Association of Advertising Agencies (AAAA) is management-oriented association of advertising agencies that offers its members a wide range of

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Directory of E-Commerce Associations, Consultants, and other Organizations

information and resources regarding the advertising agency business. The AAAA provides information on digital marketing, and helped to develop the Terms and Conditions for Internet Advertising in partnership with the Internet Advertising Bureau.

to Marketing News, the AMA’s biweekly magazine, marketers also have access to information on Internet Marketing, Web Design and many other topics.

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AMERICAN ELECTRONICS ASSOCIATION (AEA) 601 Pennsylvania Ave., NW North Bldg., Ste. 600 Washington, DC 20004 PH: (202)682-9110 TF: 800-284-4232 FX: (202)682-9111 E-mail: [email protected] URL: http://www.aeanet.org Founded: 1943. Description: The American Electronics Association (AeA) is a high-tech trade association with member companies in software, Internet technology, telecommunications and advanced electronics. The AeA offers its member business services and products as well as business contacts around the world.

AMERICAN SOCIETY FOR INFORMATION SCIENCE AND TECHNOLOGY (ASIST) 1320 Fenwick Ln., Ste. 510 Silver Spring, MD 20910 PH: (301)495-0900 FX: (301)495-0810 E-mail: [email protected] URL: http://www.asis.org Founded: 1937. Members: 4000. Description: The American Society for Information Science and Technology (ASIST) is an organization consisting of professionals in many fields interested in the way information is stored, analyzed, and retrieved. ASIST is dedicated to advancing knowledge about information, analyzing ideas and technologies, and increasing public awareness of information science and technology.

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AMERICAN ISP ASSOCIATION PO Box 18624 Washington, DC 20036-8624 PH: (202)530-7947 E-mail: [email protected] URL: http://www.americanisps.org Contact: Sue Ashdown, Executive Director Description: The American Internet Service Providers Association was formed to offer support to independent ISPs through educating and advising lawmakers. The prevention of non-competitive practices, over regulation, and punitive taxation are some of the priorities of this organization.

APPLICATION SERVICE PROVIDERS INDUSTRY CONSORTIUM (ASPIC) 1815 S Meyers Rd., Ste. 300 Oakbrook Terrace, IL 60181 PH: (630)268-1818 FX: (630)627-2669 E-mail: [email protected] URL: http://www.aspindustry.org Contact: Paula Hunter, Chairman Founded: 1999. Members: 700. Description: The Application Service Providers Industry Consortium (ASPIC) is an advocacy group for the application service provider industry. The ASPIC’s goals include providing education, developing standards, best practices, and ASP business guidelines; as well as sponsoring research and serving as a forum for the exchange of information on ASP issues.

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AMERICAN MARKETING ASSOCIATION (AMA) 311 S Wacker Dr., Ste. 5800 Chicago, IL 60606 PH: (312)542-9000 TF: 800-AMA-1150 FX: (312)542-9001 E-mail: [email protected] URL: http://www.marketingpower.com Members: 40000. Description: The American Marketing Association (AMA) is a large organization of marketing professionals. The AMA offers resources for professional development, career change, and help with business challenges. In addition to member benefits such as a subscription

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ARIZONA SOFTWARE AND INTERNET ASSOCIATION 7150 E Camelback Rd., Ste. 120 Scottsdale, AZ 85251 PH: (480)941-8100 FX: (480)941-8118 E-mail: [email protected] URL: http://www.azsoft.com Founded: 1991. Description: The Arizona Software and Internet Association is a nonprofit organization which promotes the growth of the software and Internet industries in

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ARLINGTON CHAMBER OF COMMERCE ECOUNCIL 2009 N 14th St., Ste. 111 Arlington, VA 22201 PH: (703)525-2400 E-mail: [email protected] URL: http://www.arlingtone-council.com Description: The Arlington Chamber of Commerce ECouncil was created to meet the needs of Arlington’s technology sector through promoting an entrepreneurial business environment and an interconnected community. The ECouncil brings together businesses, government, academia, and the nonprofit sector to provide technology-related networking, workforce development and community service.

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ASSOCIATION OF BUSINESS SUPPORT SERVICES INTERNATIONAL (ABSSI) 5852 Oak Meadow Dr. Yorba Linda, CA 92886-5930 PH: (714)695-9398 TF: 800-237-1462 FX: (714)779-8106 E-mail: [email protected] URL: http://abssi.org Founded: 1981. Description: The Association of Business Support Services International (ABSSI) is an international organization founded to help its members build their businesses. Members of ABSSI offer services such as website design, multi-media presentations, virtual assistance, Internet research, and data-base management services. ABSSI offers its members consultation services, professional development resources and the opportunity to network with other professionals.

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ARTICLE NUMBERING ASSOCIATION

ASSOCIATION OF COMMUNICATIONS ENTERPRISES (ASCENT)

PO Box 11-1801 Beirut, Lebanon PH: 961 1 744764; 961 1 744774 FX: 961 1 743377 E-mail: [email protected] Contact: Andre Nader, Sec.Gen

1401 K St. NW, Ste. 600 Washington, DC 20005 PH: (202)835-9898 FX: (202)835-9893 E-mail: [email protected] URL: http://www.ascent.org

Founded: 1996. Revenue: US$150,000. Staff: 3. Members: 500. Description: Seeks to increase and improve efficiency of integrated logistics. Promotes the use of electronic data interchange and electronic signatures in e-commerce. Develops and maintains standards. Publications: Identifying and Barcoding Products and Services.

Description: The Association of Communications Enterprises (ASCENT) is made up of entrepreneurial and small communications companies. Member companies offer broadband and data services including Internet access. ASCENT works with industry, lawmakers, and the public to ensure fair competition in all markets.

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ASIA AND PACIFIC INTERNET ASSOCIATION (APIA)

ASSOCIATION FOR COMPUTING MACHINERY (ACM)

3rd Fl., Shinjuku 171 Bldg. 1-7-1 Shinjuku Shinjuku-ku Tokyo 160-0022, Japan PH: 81 3 53662835 FX: 81 3 53795338 E-mail: [email protected]

One Astor Plz. 1515 Broadway New York, NY 10036-5701 PH: (212)869-7440 FX: (212)944-1318 E-mail: [email protected] URL: http://www.acm.org

Founded: 1997. Description: Aims to promote the business interest of the Internet-related service industry in the Asia Pacific region. Develops industry procedures, mechanisms, policies, standards and guidelines for effective and efficient operation of internet-related services. Facilitates and negotiates industry-wide agreements on common business issues of internet-related services. Provides educational opportunities. Compiles relevant industry data.

Founded: 1947. Members: 80000. Description: The Association for computing Machinery (ACM) is a large organization dedicated to providing a forum for its members to exchange information and ideas encompassing the whole information technology area. One of ACM’s Special Interest Groups (SIGecom) has as its mission to encourage research and applications relating to electronic commerce, and to share ideas and experience.

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Arizona. The Association provides education, opportunities for networking, public policy advocacy, leadership and support to its members.

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ASSOCIATION FOR ENTERPRISE INTEGRATION (AFEI)

ASSOCIATION FOR INTERACTIVE MARKETING (AIM)

2111 Wilson Blvd., Ste. 400 Arlington, VA 22201 PH: (703)247-9474 FX: (703)522-3192 E-mail: [email protected] URL: http://www.afei.org Contact: David Chesebrough, President

1430 Broadway, 8th Fl. New York, NY 10018 PH: 888-337-0008 FX: (212)391-9233 E-mail: [email protected] URL: http://www.imarketing.org

Description: The Association for Enterprise Integration is a professional organization which disseminates information in an ethical and legal way between government and industry. This organization looks at topics germane to improving network-centric and integrated enterprises.

Founded: 1993. Description: The Association for Interactive Marketing (AIM) is a nonprofit organization dedicated to helping marketers use interactive means to reach their marketplaces. AIM provides interactive marketing education, public policy representation, opportunities for industry development, and communication with other marketing professionals.

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ASSOCIATION FOR INFORMATION AND IMAGE MANAGEMENT (AIIM)

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ASSOCIATION OF INTERNET PROFESSIONALS (AIP)

1100 Wayne Ave., Ste. 1100 Silver Spring, MD 20910 PH: (301)587-8202 TF: 800-477-2446 FX: (301)587-2711 E-mail: [email protected] URL: http://www.aiim.org Contact: John F. Mancini, President

4790 Irvine Blvd., Ste. 105-283 Irvine, CA 92620 TF: (866)247-9700 E-mail: [email protected] URL: http://www.association.org

Founded: 1943. Description: The Association of Information and Image Management (AIIM) was founded in 1943 as the National Microfilm Association. The primary focus of AIIM is to help users and suppliers connect, and use upto-date document technologies to improve their business processes. AIIM provides Enterprise Content Management technologies that help to develop e-business around the world. AIIM offers conferences and other education events to share information with members.

Founded: 1997. Members: 9500. Description: The Association of Internet Professionals (AIP) is an organization consisting of individuals, Internet industry companies, and educational institutions. The aims of the AIP are to support and represent Internet professionals. This organization also serves as a forum for issues forming the future of the Internet. Member benefits include discussion groups, educational resources, discounts on goods and services, and resources for information on various regulatory issues.

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ASSOCIATION OF INFORMATION TECHNOLOGY PROFESSIONALS (AITP) 315 S NW Hwy., Ste. 200 Park Ridge, IL 60068-4278 PH: (847)825-8124 TF: 800-224-9371 FX: (847)825-1693 E-mail: [email protected] URL: http://www.aitp.org Description: The Association of Information Technology Professionals (AITP) is a trade association for the information technology field that offers educational and leadership opportunities for its members. AITP partners with academia, business, industry and government to provide information, education and a forum for networking with other information technology professionals.

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ASSOCIATION FOR MULTIMEDIA COMMUNICATIONS (AMC) P.O. Box 10645 Chicago, IL 60610 PH: (312)409-1032 E-mail: [email protected] URL: http://www.amcomm.org Contact: Harvey Tillis, President Description: The mission of the Association for Multimedia Communications (AMC) is to promote the wide understanding of interactive multimedia and the Internet, to encourage use of the Internet and computers, and to offer a forum where its members can learn and share ideas and information.

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E-mail: [email protected] URL: http://www.austintechnologycouncil.org

ASSOCIATION FOR STANDARDS AND PRACTICES IN ELECTRONIC TRADE

Description: The Austin Technology Council is a nonprofit organization whose members come from the software industry, Internet, and other related companies of the new economy. The ATC offers its members educational events, networking, and business services; as well as leadership in the technology community.

10 Maltravers St. London WC2R3BX, United Kingdom PH: 44 20 76559001 FX: 44 20 76812290 E-mail: [email protected] Founded: 1976. Staff: 42. Members: 15500. Description: Promotes EAN UCC business data standards (product identification and bar coding) and electronic business. Publications: ECQ.

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AUSTRALIAN INFORMATION INDUSTRY ASSOCIATION (AIIA) PO Box 246 Deakin West, ACT 2600, Australia PH: 61 2 62819444 FX: 61 2 62851408 E-mail: [email protected] URL: http://www.aiia.com.au

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ASSOCIATION OF WEB PROFESSIONALS (AWP) 6299 Airport Rd., Ste. 706 Mississauga, ON, Canada M4V1N3 PH: 800-463-6297 FX: 888-329-1297 E-mail: [email protected] URL: http://www.a-w-p.org Description: The Association of Web Professionals (AWP) is an organization dedicated to raising professional standards among web professionals. The AWP offers certification courses in web technician, web designer, and web manager. Membership benefits also include software discounts, a free newsletter, and opportunities for networking with other web professionals.

Description: The Australian Information Industry Association (AIIA) is an organization founded to lead and represent Australia’s information industry. AIIA’s mission is to help grow the Australian economy by helping its members through information, marketing the information industry, providing networking opportunities, and acting as a public policy advocate for the information industry in Australia.

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BETTER INTERNET BUREAU (BIB) 318 - 19567 Fraser Hwy. Surrey, BC, Canada V3S9A4 PH: (604)644-7024 E-mail: [email protected] URL: http://www.better-internet-bureau.org

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ASSOCIATION FOR WOMEN IN COMPUTING (AWC) 41 Sutter St., Ste. 1006 San Francisco, CA 94104 PH: (415)905-4663 E-mail: [email protected] URL: http://www.awc-hq.org

Description: The Better Internet Bureau is a nonprofit organization which operates online and is dedicated to helping make the Internet a safer place. Members whose web sites have been reviewed and certified as being of good quality can display the Better Internet Bureau logo on their web pages.

Founded: 1978. Description: The Association for Women in Computing (AWC) is a nonprofit professional association for women with an interest in information technology. Activities of the AWC include providing opportunities for professional growth and networking through educational programs. AWC also presents awards and sponsors meetings and newsletters for its members.

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BLACK DATA PROCESSING ASSOCIATES (BDPA)

AUSTIN TECHNOLOGY COUNCIL (ATC)

9315 Largo Dr. W, Ste. 260 Largo, MD 20774 PH: 800-727-BDPA FX: (301)350-0052 URL: http://www.bdpa.org

3925 W Braker Ln. No.400 Austin, TX 78759 PH: (512)305-0023

Founded: 1975. Description: The Black Data Processing Associates (BDPA) is a worldwide organization dedicated to information technology excellence, both for its members

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and the community. BDPA member benefits include discounts on products and services, professional development resources, and networking opportunities.

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BRITISH WEB DESIGN AND MARKETING ASSOCIATION (BWDMA)

Description: The Business Process Management Initiative (BPMI) is a nonprofit corporation with a mission of developing and promoting the use of Business Process Management through the establishment of standards for process design, use and improvement. BPMI.org develops open specifications, assists IT vendors in marketing, and supports all sizes of businesses as they operate behind the firewall and over the Internet.

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PO Box 3227 London NW99LX, United Kingdom PH: 44 20 82042474 E-mail: [email protected] URL: http://www.bwdma.co.uk

BUSINESS SOFTWARE ALLIANCE (BSA)

Description: The British Web Design and Marketing Association (BWDMA) is an organization open to companies and individuals interested in web design, marketing and ebusiness. The BWDMA undertakes to improve e-business standards through sharing knowledge, understanding and best practices. To further its objectives, the BWDMA builds constructive relationships with industry, government, and academia that may have common goals or purpose.

1150 18th St. NW, Ste. 700 Washington, DC 20036 PH: (202)872-5500 FX: (202)872-5501 E-mail: [email protected] URL: http://www.bsa.org Description: The Business Software Alliance (BSA) is an international organization dedicated to promoting safety and legality online. BSA offers educational programs for computer users on security and software piracy, serves as an advocate for expanded trade opportunities, and supports the fight against software piracy.

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BUSINESS APPLICATION SOFTWARE DEVELOPERS ASSOCIATION (BASDA)

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BUSINESS SOFTWARE ALLIANCE EUROPE 530, Linen Hall 162-168, Regent St. London W1R5TB, United Kingdom PH: 44 20 77347810 FX: 44 20 77347813 E-mail: [email protected] URL: http://www.basda.org Contact: Dennis Keeling, Chief Executive Founded: 1993. Description: The Business Application Software Developers Association (BASDA) is an international nonprofit organization which represents applications software developers. In 1999 BASDA helped develop the e-BIS-XML standard, used by many e-commerce businesses. In addition to other professional development opportunities, BASDA has set up several vertical market forums to bring customers, suppliers, and software developers to collaborate on e-commerce issues.

79 Knightsbridge London SW1X7RB, United Kingdom PH: 44 171 2450304 FX: 44 171 2450310 E-mail: [email protected] URL: http://www.bsa.org/europe-eng Description: The Business Software Alliance Europe is an organization dedicated to online safety and legality. BSA Europe works to advance the software and Internet industries in Europe by advocating public policies that create a healthy business environment, and supporting the battle against software piracy.

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BUSINESS SOFTWARE ASSOCIATION OF AUSTRALIA (BSAA) ❚ 32

BUSINESS PROCESS MANAGEMENT INITIATIVE (BPMI) 1155 S. Havana Street, 11-311 Aurora, CO 80012 PH: (303)364-8595 FX: (303)341-7014 E-mail: [email protected] URL: http://www.bpmi.org

PO Box 2318 Strawberry Hills, NSW NSW2012, Australia FX: 02 9922 7122 E-mail: [email protected] URL: http://www.bsaa.com.au Description: The Business Software Association of Australia (BSAA) is an organization formed to combat software theft and piracy in Australia, and is affiliated with the Business Software Alliance. BSAA acts as an advocate for the

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CANADIAN ASSOCIATION OF INTERNET PROVIDERS (CAIP) Pollack Pl., Ground Fl. 176 Bronson Ave. Ottawa, ON, Canada K1R6H4 PH: (613)232-2247 FX: (613)236-9241 E-mail: [email protected] URL: http://www.caip.ca Contact: Jay Thomson, President

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BUSINESS TECHNOLOGY ASSOCIATION (BTA) 12411 Wornall Rd. Kansas City, MO 64145 PH: (816)941-3100 FX: (816)941-2829 E-mail: [email protected] URL: http://www.bta.org Description: The Business Technology Association (BTA) is a nonprofit organization for dealers, manufacturers, systems integrators, and others in the business equipment and systems industry. The BTA offers its members education, information on trends, benchmarking, solutions, and online information.

Founded: 1996. Staff: 4. Members: 100. Description: Independent Internet service providers, telecommunications companies, wireless providers, backbone providers and webhosting companies. Fosters growth of the Internet service industry in Canada; members provide 80 percent of the Internet connections to Canadian homes, schools and businesses.

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CANADIAN CHAMBER OF COMMERCE ❚ 37

CALIFORNIA INTERNET SERVICE PROVIDERS ASSOCIATION (CISPA)


Australian software industry, and sponsors rewards for information leading to a successful action against a company using stolen software.

Delta Office Tower 350 Sparks St., Ste. 501 Ottawa, ON, Canada K1R7S8 PH: (613)238-4000 FX: (613)238-7643 E-mail: [email protected] URL: http://www.chamber.ca

PO Box 77937 Stockton, CA 95267-1237 PH: (415)388-3216 FX: (415)723-7015 E-mail: [email protected] URL: http://www.cispa.org Contact: Mike Jackman, Executive Director Description: The California Internet Service Providers Association (CISPA) is an organization formed to represent California ISPs and their customers, addressing issues of concern in the legislature and supporting innovation in the ISP industry. CISPA provides a forum for California ISPs to access information to help their businesses.

Description: The Canadian Chamber of Commerce is a nonprofit Canadian national business group whose goal is to foster a strong business environment in Canada. The Canadian Chamber supports e-commerce through policy recommendations and programs.

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THE CATO INSTITUTE DEPARTMENT OF TELECOMMUNICATIONS AND TECHNOLOGY

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CAMBRIDGE CHAMBER OF COMMERCE 859 Massachusetts Ave. Cambridge, MA 02139 PH: (617)876-4100 FX: (617)354-9874 E-mail: [email protected] URL: http://www.cambridgechamber.org

1000 Massachusetts Ave. NW Washington, DC 20001-5403 PH: (202)842-0200 FX: (202)842-3490 E-mail: [email protected] URL: http://www.cato.org/tech/taxandmonetarypolicy.html Contact: Wayne Crews, Dir., Technology Policy

Description: The Cambridge Chamber of Commerce was created to serve the needs of the Cambridge business community and is dedicated to making Cambridge a better place to live and work. The Chamber sponsors an E-Business Committee which addresses issues of Internet-related businesses.

Description: The Cato Institute Department of Telecommunications and Technology advances the Institute’s goals of ‘‘free minds and free markets’’ within the information technology and telecommunications sectors of the economy. The Cato Institute will examine the many facets of public policy debates in these areas.

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CDPD FORUM

CENTER FOR DEMOCRACY AND TECHNOLOGY (CDT)

401 N. Michigan Ave. Chicago, IL 60611 Contact: Dave Coverdale, Mng.Dir. Founded: 1984. Revenue: US$519,000. Staff: 3. Members: 75. Description: Industry organization for cellular data end users, service providers, and software applications. Works to integrate the wireless and Internet communities. Publications: CDPD News.

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CELLULAR TELECOMMUNICATIONS AND INTERNET ASSOCIATION (CTIA) 1250 Connecticut Ave, NW, Ste. 800 Washington, DC 20036 PH: (202)785-0081 FX: (202)785-0721 E-mail: [email protected] URL: http://www.wow-com.com/ctia Contact: Kimberly Kuo, Public Affairs and Communications Description: The Cellular Telecommunications and Internet Association (CTIA) is an international organization representing all areas of wireless communications, including Internet. CTIA is an advocate for the wireless industry with lawmakers, and serves its members with timely information on issues of concern and assists in the creation of industrywide standards for wireless transactions.

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CENTER FOR CIVIC NETWORK PO Box 600618 Newtonville, MA 02460-0006 PH: (617)558-3698 FX: (617)630-8946 E-mail: [email protected] Contact: Miles R. Fidelman, President Founded: 1992. Revenue: US$100,000. Staff: 2. Description: Promotes broad public benefits of the global information infrastructure that is emerging from today’s Internet and the convergence of the telephone, cable, and computer industries. Works to frame a national vision for civic networking and stimulate budget, policy, and regulatory frameworks that support development of local and regional information infrastructure and its application to civic purposes. Conducts research and educational programs; maintains speakers’ bureau.

1634 Eye St. NW, Ste. 1100 Washington, DC 20006 PH: (202)637-9800 FX: (202)637-0968 E-mail: [email protected] URL: http://www.cdt.org Description: Works to promote democratic values and constitutional liberties in the digital age. With expertise in la, technology and policy, DCT seeks practical solutions to enhance free expression and privacy in global communications technologies. Dedicated to building consensus among all parties interested in the future of the Internet and other new communications media. Champions the right of individuals to communicate, publish and obtain an unprecedented array of information the Internet, challenges invasive government policies, and educates the public about current policy issues. Develops user empowerment solutions. Coordinates a series of working groups in areas of online privacy, digital security and free expression.

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CHARLOTTETOWN CHAMBER OF COMMERCE Atlantic Technology Centre PO Box 786 Charlottetown, PE, Canada C1A7L9 PH: (902)569-4355 FX: (902)569-5186 E-mail: [email protected] URL: http://www.virtualcharlottetown.com Description: The Charlottetown Chamber of Commerce sponsors an E-business program for its members. The series includes a web services program, a consulting services program, implementation program, and an e-marketing program.

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CHICAGO SOFTWARE ASSOCIATION (CSA) 675 N Court, Ste. 300 Palatine, IL 60067 PH: (847)358-0567 FX: (847)358-0586 E-mail: [email protected] URL: http://www.csa.org Description: The Chicago Software Association (CSA) is a trade organization serving all of Illinois and dedicated to promoting the information technology industry in the silicon prairie. Business members include software, IT training and consulting, and Internet provider companies. The CSA offers

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COALITION FOR NETWORKED INFORMATION (CNI)

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21 Dupont Cir. Washington, DC 20036 PH: (202)296-5098 FX: (202)872-0884 E-mail: [email protected] URL: http://www.cni.org Contact: Clifford Lynch, Executive Director

COMMERCE NET

Description: The Coalition for Networked Information (CNI) is an organization formed to support the advancement of networked information technology to improve scholarly communication and productivity. Activities of CNI include conferences, publications and projects such as preserving and managing digital assets.

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COLLABORATIVE PLANNING, FORECASTING, AND REPLENISHMENT COMMITTEE (CPFR)

1600 Broadway, Ste. 1000 Denver, CO 80202-4935 PH: (303)831-7411 FX: (303)860-1439 E-mail: [email protected] URL: http://www.businesscolorado.com

Description: Commerce Net is a nonprofit group of business, academic, government and technology leaders dedicated to developing and advancing new E-Commerce business and technologies all around the world. Commerce Net offers opportunities for collaboration and networking as well as providing educational resources on current e-commerce issues.

COMMERCIAL INTERNET EXCHANGE ASSOCIATION (CIX) 1330 Connecticut Ave., NW Washington, DC 20036 PH: (202)862-3816 FX: (202)261-0604 E-mail: [email protected] Contact: Barbara Dooley, Pres.

Description: The Collaborative Planning, Forecasting, and Replenishment Committee (CPFR) of the Voluntary Interindustry Commerce Standards Association is a group made up of retailers, manufacturers and solution providers. The CPFR was founded to create collaborative relationships between buyers and sellers through co-managed processes and shared information to improve efficiencies, increase sales, and reduce inventory for the entire supply chain. CPFR sponsors educational programs, and publishes reports about their processes and standards.

COLORADO ASSOCIATION OF COMMERCE AND INDUSTRY (CACI)

10050 N Wolfe Rd., Ste. SW2-255 Cupertino, CA 95014 PH: (408)446-1260 FX: (408)446-1268 E-mail: [email protected] URL: http://www.commerce.net Contact: Craig Smith, CEO & CFO

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VICS Princeton Pike Corporate Center 1009 Lenox Dr., Ste. 202 Lawrenceville, NJ 08648 PH: (609)620-4590 FX: (609)620-1201 E-mail: [email protected] URL: http://www.cpfr.org Contact: Jean Schenk, Member of Contact Team

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Description: The Colorado Association of Commerce and Industry (CACI) is the statewide chamber of commerce and manufacturers association. The CACI offers many services and much information to member businesses, including access to e-business web site design and hosting, and an ecommerce buying and selling program provided at a discount.


opportunities for education and networking, and fosters collaboration within the information technology industry.

Founded: 1991. Staff: 6. Members: 150. Description: Public Data Internetwork service providers united to promote and encourage development of the public data communications internetworking services industry. Provides a neutral forum for the exchange of ideas and information. Serves as a clearinghouse of resources. Develops positions on legislative and policy issues of interest to members. Assists member networks in the establishment of, and adherence to, operational, technical, and administrative policies and standards necessary to ensure fair, open, and competitive operations and communication. Publications: CIXtra.

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COMMUNICATIONS FRAUD CONTROL ASSOCIATION (CFCA) 3030 N Central Ave., Ste. 804 Phoenix, AZ 85012 PH: (602)265-2322 FX: (602)265-1015 E-mail: [email protected]

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Description: The Communications Fraud Control Association is an organization is dedicated to combating communications fraud. Members include ISPs, wireless carriers, and corporations that use communications services such as banks, department stores and universities.

Founded: 1974. Description: The Computer Security Institute (CSI) is an organization dedicated to training and serving the computer and network security professional. CSI provides education in the form of seminars and conferences focused on protecting information assets. Other member benefits include a newsletter, quarterly journal, and surveys and reports.

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COMPUTER AND COMMUNICATIONS INDUSTRY ASSOCIATION (CCIA)

COMPUTER SOFTWARE INDUSTRY ASSOCIATION (CSIA)

666 11th St., NW Washington, DC 20001 PH: (202)783-0070 FX: (202)783-0534 E-mail: [email protected] URL: http://www.ccianet.org

3323 Watt Ave., No. 287 Sacramento, CA 95821 PH: (408)516-9827 E-mail: [email protected] URL: http://www.softwareindustry.org/csia/

URL: http://www.cfca.org

Description: The Computer and Communications Industry Association (CCIA) is a nonprofit organization for companies in the computer and communications industry. The CCIA was formed to represent its members’ interests in the areas of open markets, open systems, and open networks. Members of the CCIA range from large companies to small start-up ventures, including Internet, software, and telecommunications companies.

Description: The Computer Software Industry Association (CSIA) is an organization that monitors legislation and regulations affecting the computer software industry. CSIA keeps its members informed of legislative change which may affect their businesses. CSIA publishes two newsletters that focus on concerns of the software industry.

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COMPUTING TECHNOLOGY INDUSTRY ASSOCIATION (COMPTIA)

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COMPUTER PROFESSIONALS FOR SOCIAL RESPONSIBILITY (CPSR) P.O. Box 717 Palo Alto, CA 94302 PH: (650)322-3778 FX: (650)322-4748 E-mail: [email protected] URL: http://www.cpsr.org Description: Computer Professionals for Social Responsibility (CPSR) is an organization of computer professionals concerned about the impact of computer technology on society. CSPR is a public interest group that encourages discussion of computer use, and examines social and technical issues. CSPR projects include the National Information Infrastructure (Internet), Civil Liberties and Privacy, and Computers in the Workplace.

1815 S Meyers Rd., Ste. 300 Oakbrook Terrace, IL 60181-5228 PH: (630)268-1818 FX: (630)268-1384 E-mail: [email protected] URL: http://www.comptia.org Description: The Computing Technology Industry Association (CompTia) provides vendor-neutral standards in certification, e-commerce, customer service, and workforce development. CompTia offers programs to help e-commerce businesses including information on technology and best practices. With over 8000 communication and computing company members, CompTia gives access to research concerning current trends as well as providing a forum for participation in committees that shape industry policy.

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COMPUTER SECURITY INSTITUTE (CSI)

CONNECTED INTERNATIONAL MEETING PROFESSIONALS ASSOCIATION

600 Harrison St. San Francisco, CA 94107 PH: (415)947-6320 FX: (415)947-6023 E-mail: [email protected] URL: http://www.gocsi.com

9200 Bayard Pl. Fairfax, VA 22032 PH: (703)978-6287 FX: (703)978-5524 E-mail: [email protected] Contact: Andrea Sigler, Ph.D., Pres.

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E-mail: [email protected] URL: http://www.xiwt.org Contact: Charles N. Brownstein, Executive Director Description: The Cross Industry Working Team (XIWT) is an alliance of businesses working together to define the architecture and technical requirements for information infrastructure. The XIWT is dedicated to fostering the development of technologies that cross industry boundaries, and to providing a forum for its members to exchange technical information and ideas.

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DATA INTERCHANGE STANDARDS ASSOCIATION (DISA) 333 John Carlyle St., Ste. 600 Alexandria, VA 22314-5743 PH: (703)548-7005 FX: (703)548-5738 E-mail: [email protected] URL: http://www.disa.org/ Contact: Jerry Connors, President

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CONSUMER PROJECT ON TECHNOLOGY (CPT) PO Box 19367 Washington, DC 20036 PH: (202)387-8030 FX: (202)234-5176 E-mail: [email protected] URL: http://www.cptech.org Contact: James Love, Director Founded: 1995. Description: The Consumer Project on Technology (CPT) was founded by Ralph Nader in 1995. Its areas of concern are intellectual property rights, electronic commerce, health care, and competition policy.

Description: The Data Interchange Standards Association is a non-profit organization that supports the development of electronic business interchange standards in electronic commerce. These standards provide the foundation, allowing businesses and individuals to participate in e-commerce. DISA also promotes the exchange of information on ecommerce initiatives worldwide.


Founded: 1984. Revenue: US$1,000,000. Staff: 15. Members: 8200. Description: Meeting planners, incentive organizers, travel agents, tour operators, and seminar organizers in 42 countries. Works to improve the skills of professional conference and convention planners. Serves as a clearinghouse of information on new travel destinations and planning technologies, techniques, and strategies. Facilitates exchange of information among Internet professionals. Produces a television program on travel and meetings. Conducts educational courses and awards Certified Internet Meeting Professional designation. Conducts research programs and placement service. Sponsors training courses on the Internet. Awards: Tech-Savvy Hotels Publications: Course Catalog, How to Comply with the American Disability Act, How To Plan Meetings on the Internet, Job Leads, Marketing to Meeting Planners, Meeting Checklists, Organizing Meetings on the Internet, Tech-Savvy Meeting Professional.

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DISCOVERY INSTITUTE

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TECHNOLOGY AND PUBLIC LIFE PROGRAM

CORPORATION FOR NATIONAL RESEARCH INITIATIVES (CNRI)

1402 Third Ave., Ste. 400 Seattle, WA 98101 PH: (206)292-0401 FX: (206)682-5320 E-mail: [email protected] URL: http://www.discovery.org Contact: Bruce Chapman, President

1895 Preston White Dr. Reston, VA 20191 PH: (703)620-8990 FX: (703)620-0913 E-mail: [email protected] URL: http://www.cnri.reston.va.us Description: The Corporation for National Research is a nonprofit organization whose activities are centered on the development of network-based information technologies. The CNRI has many projects and programs, including a forum for researchers and developers of digital libraries, the defense virtual library, research on digital object identifier systems, and an electric payments forum.

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CROSS INDUSTRY WORKING TEAM (XIWT) 1895 Preston White Dr., Ste. 100 Reston, VA 20191-5434 PH: (703)620-8990

Description: The Discovery Institute’s Program on Technology and Public Life is committed to examining new technologies and looking at their effect on the economy, law, and culture. This organization addresses issues such as digital freedom, and the way new technologies are changing all aspects of our society.

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E-BUSINESS ASSOCIATION (EBA) PO Box 804 Adams Basin, NY 14410 PH: (585)234-1322 E-mail: [email protected] URL: http://www.ebusinessassociation.org

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studies are conducted of e-commerce processes, and information is obtained and shared with members.

Contact: Susan Seldes, President Description: The E-Business Association is committed to expanding the knowledge and practical application of the Internet to increase business success. The EBA promotes strategic use of the Internet through educational programs and by providing opportunities for networking. Our goal is to help our membership and the community improve their businesses through Internet technologies and applications.

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E-CENTRE 10 Maltravers St. London WC2R3BX, United Kingdom PH: 44 20 76559000 FX: 44 20 76812290 E-mail: [email protected] URL: http://www.e-centre.org.uk Founded: 1998. Description: The E-Centre is the name for the Association for Standards and Practices in Electronic Trade, UK. Goals for E-Centre include providing help and advice for e-commerce organizations, to support e-commerce standards, and to offer comprehensive service to its members in doing business electronically.

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E-MARKETING ASSOCIATION (EMA) 2110 Artesia Blvd., 347 Redondo Beach, CA 90278 PH: 800-417-7506 FX: (408)884-2461 E-mail: [email protected] URL: http://www.emarketingassociation.com Description: The E-Marketing Association (eMA) is an international group of marketing professionals, students and companies. This organization is the largest group of e-marketers in the world and offers e-marketing certification courses, conducts research and provides information for the press and legislators. The eMA sponsors or co-sponsors many conferences and events each year and promotes marketing education at the elementary, high school, college and adult levels.

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E-WORKFLOW 2436 N Federal Hwy., No.374 Lighthouse Point, FL 33064 PH: (954)782-3376 FX: (954)782-6365 E-mail: [email protected] URL: http://www.e-workflow.org

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E-COM LINK 509 Lost Acre Ln. Great Falls, VA 22066 PH: (703)406-8086 FX: (703)406-8086 E-mail: [email protected] URL: http://www.ecomlink.org Contact: Motoo Kusakabe, Controller Description: E-Com Link is an organization created to support entrepreneurs in their e-commerce ventures. E-com Link provides information on topics including web site development, business plans, communications infrastructure and efinance. Online forums are also offered to e-commerce entrepreneurs to exchange information and ideas worldwide.

Description: E-Workflow is a group that supports the development, use and improvement of workflow management technology. Workflow is the automation of a business process, the way work is passed from one person to another. Business processes, customer service, and other aspects of a business are improved when the appropriate workflow software is used.

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EAN MALTA (EANM) ❚ 68

E-COMMERCE BENCHMARKING ASSOCIATION (ECBA) 4606 Fm, 1960 Rd. W Houston, TX 77069 PH: (281)440-5044 FX: (281)440-6677 E-mail: [email protected] URL: http://www.ecommercebenchmarking.com Description: The E-Commerce Benchmarking Association is a free association of e-commerce companies who wish to improve the performance of their businesses. Benchmarking

69/3, Ta’xbix Seafront St. Lukes Rd. Ta’Xbiex MSD12, Malta PH: 356 21337225; 356 21337228 FX: 356 21332336 E-mail: [email protected] Contact: Raymond Vassallo, CEO Founded: 1992. Revenue: US$300,000. Staff: 5. Members: 300. Description: Businesses and organizations with an interest in article numbering. Promotes increased use of automatic identification by businesses. Serves as a clearinghouse on automatic data capture and electronic business; formulates standards for article numbering in Malta. Publications: Vision.

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EBUSINESS ASSOCIATION

ELECTRONIC COMMERCE ASSOCIATION (ECA)

PO Box 804 Adams Basin, NY 14410 PH: (716)234-1322 FX: (716)377-8949 E-mail: [email protected] Contact: John Gubiotti, Pres.

1432 Fenwick Ln., Ste. 200 Silver Spring, MD 20910 PH: (301)608-9600 E-mail: [email protected] Contact: Wayne Thevenot, Pres.

Founded: 1995. Revenue: US$25,000. Staff: 2. Members: 300. Description: Corporations advertising on the internet; professionals engaged in developing internet marketing and advertising strategies and campaigns. Seeks to advance the practice of online advertising, marketing and business; promotes professional development of members. Represents members’ interests before government agencies, industry associations, and the public. Conducts research and educational programs; sponsors advocacy campaigns; maintains speakers’ bureau. Publications: IMAA News Group.

Description: E-commerce providers and electronic payment transaction facilitation companies. Advocates industry positions to government; promotes development of electronic financial transaction technology and policies; educates members and the public.

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ELECTRONIC COMMERCE COUNCIL OF CANADA (ECCC) 885 Don Mills Rd. Toronto, ON, Canada M3C1V9 PH: (416)510-8039 TF: 800-567-7084 FX: (416)510-8043 E-mail: [email protected] Contact: Arthur Smith, Pres.

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E.CENTRE 10 Maltravers St. London WC2R3BX, United Kingdom PH: 44 207 6559000; 44 207 6559001 FX: 44 207 6812290 E-mail: [email protected] Contact: Kirstie Morris, Mktg.Exec.


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Founded: 1997. Revenue: C$3,000,000. Staff: 42. Members: 5000. Description: Canadian corporations with an interest in standards for product identification and related e-commerce communications. Seeks to insure that members remain internationally competitive by making full use of emerging business technologies. Publications: ECCC News.

Founded: 1976. Revenue: £1,500,000. Staff: 40. Members: 15000. Description: Business association that works to improve supply chain efficiency through the widespread adoption of e-business. Publications: ECQ, EDI Manuals, EDI News, Operating Manual, Technical Bulletin.

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ELECTRONIC COMMERCE TECHNICAL ASSISTANCE GROUP (ECTAG) Bremerton, WA 98312 PH: (360)478-8949 TF: 877-993-2824 E-mail: [email protected] URL: http://www.ectag.org

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EEMA - THE EUROPEAN FORUM FOR ELECTRONIC BUSINESS

Description: The Electronic Commerce Technical Assistance Group is a nonprofit group that was formed to offer training and technical assistance in partnership with government and industrial organizations. The ECTAG focus is on assisting small businesses in e-commerce basics, supply chain integration, web site development and XML and electronic catalogs/exchanges.

Alexander House High St. Inkberrow Worcester WR74DT, United Kingdom PH: 44 1386 793028 FX: 44 1386 793268 E-mail: [email protected] Contact: Jim Dickson, Membership Dir.

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ELECTRONIC FRONTIER CANADA (EFC)

Founded: 1987. Staff: 12. Members: 250. Description: Promotes electronic business across Europe. Publications: EEMA Briefing, EEMA Online.

20 Richmond Ave. Kitchener, ON, Canada N2G1Y9 PH: (905)525-9140

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E-mail: [email protected] URL: http://www.efc.ca Contact: David Jones, President and Secretary Description: Electronic Frontier Canada (EFC) is an organization dedicated to preserving principles set down in the Canadian Charter of Rights and Freedoms as new information technologies, communications and computing technologies are introduced in Canada.

URL: http://www.nacha.org Description: The Electronic Payments Association (NACHA) is a trade association representing organizations involved in electronic payments. NACHA develops operating rules and best practices for electronic payments in Internet commerce, e-checks, EDI, electronic bill payments, and international payments.

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ELECTRONIC FRONTIER FOUNDATION (EFF) 454 Shotwell St. San Francisco, CA 94110-1914 PH: (415)436-9333 FX: (415)436-9993 E-mail: [email protected] URL: http://www.eff.org Contact: Brad Templeton, Chairman of the Board Founded: 1990. Description: The Electronic Frontier Foundation (EFF) is an organization dedicated to protecting the right to free speech and the free interchange of ideas using the Internet and other new technologies. The EFF undertakes many activities including hosting educational events, interacting with legislative bodies, and publishing an online archive of civil liberties information.

ELECTRONIC PRIVACY INFORMATION CENTER (EPIC) 1718 Connecticut Ave., NW, Ste. 200 Washington, DC 20009 PH: (202)483-1140 FX: (202)483-1248 E-mail: [email protected] URL: http://www.epic.org/ Founded: 1994. Description: The Electronic Privacy Information Center is a research center created in the public interest, that is dedicated to focusing attention on new civil liberties and privacy issues. EPIC offers a newsletter and information resources on electronic privacy concerns.

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ELECTRONIC RETAILING ASSOCIATION (ERA) ❚ 80

ELECTRONIC MESSAGING ASSOCIATION 4103 Chain Bridge Rd., Ste. 100 Fairfax, VA 22030-4107 PH: (703)524-5550 FX: (703)524-5558 E-mail: [email protected] Contact: Kerry Stackpole, C.A.E., Pres./CEO Founded: 1983. Revenue: US$4,000,000. Staff: 11. Members: 325. Description: Corporations promoting the e-messaging and e-business industry. Goals are: to support the development of technical standards and provide information concerning technical and public policies; to minimize the restrictions on the flow of transborder information; to monitor state legislation and regulatory developments and to represent the industry in Washington, DC; to establish a liaison among similar trade associations. Publications: EMA Alert, Messaging Magazine.

2101 Wilson Blvd., Ste. 1002 Arlington, VA 22201 PH: (703)841-1751 TF: 800-987-6462 FX: (703)841-1860 E-mail: [email protected] URL: http://www.retailing.org Contact: Joseph S. Cavarretta, VP Membership Founded: 1990. Revenue: US$2,500,000. Staff: 12. Members: 400. Description: The Electronic Retailing Association is the leading international trade organization for companies that use the power of electronic media to sell goods and services to the public. Its global membership includes television, radio and Internet retailers, along with expert back-end suppliers. Awards: ERA Awards Publications: Retailing.org, Retailing.org Daily.

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ELECTRONIC PAYMENTS ASSOCIATION (NACHA) 13665 Dulles Technology Dr., Ste. 300 Herndon, VA 20171 PH: (703)561-1100 E-mail: [email protected]

ELECTRONIC TRANSACTIONS ASSOCIATION (ETA) 14 W 3rd St. Kansas City, MO 64105 PH: 800-695-5509 FX: (816)472-7765 E-mail: [email protected] URL: http://www.electran.org

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in the electronics and high technology industries. ERA members can obtain training, support and networking opportunities with their peers.

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ELECTRONICS TECHNICIANS ASSOCIATION, INTERNATIONAL (ETA-I)

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ELECTRONICS INDUSTRY ASSOCIATION (EIA)

502 N. Jackson Greencastle, IN 46135 PH: (765)653-8262; (765)653-4301 TF: 800-288-3824 FX: (765)653-4287 E-mail: [email protected] Contact: Richard L. Glass, Pres.

2500 Wilson Blvd. Arlington, VA 22201 PH: (703)907-7500 URL: http://www.eia.org Members: 2300. Description: The Electronics Industry Association is a trade organization whose goal is to promote the growth and competitiveness of the U.S. high tech industry through domestic and international policy efforts. Member companies include those whose products and services range from small electronic components to large complex systems.

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Founded: 1978. Revenue: US$500,000. Staff: 12. Members: 2700. Description: Skilled electronics technicians. Provides placement service; offers certification examinations for electronics technicians and satellite, fiber optics, and data cabling installers. Compiles wage and manpower statistics. Administers FCC Commercial License examinations. Certification of computer network systems technicians and web and internet specialists. Awards: Technician of the Year Award Publications: High Tech News, Management Update - included in High Tech News.


Description: The Electronic Transactions Association (ETA) is an international trade association representing companies offering transaction processing products and services to merchants. ETA’s purpose is to provide leadership in the transaction processing industry through education, advocacy and information exchange.

ELECTRONICS INDUSTRY DATA EXCHANGE ASSOCIATION (EIDX) ❚ 89

1815 S Meyers Rd., Ste. 300 Oakbrook Ter., IL 60181-5228 PH: (630)678-8365 FX: (630)268-1819 E-mail: [email protected] URL: http://www.eidx.org

EUROPEAN FORUM FOR ELECTRONIC BUSINESS (EEMA)

Founded: 1987. Description: The Electronics Industry Data Exchange Association (EIDX) was founded in 1987 as an association of companies from all areas of the electronics industry. EDIX is now a member of the Computing Technology Industry Association, with a mission to promote electronic commerce. EDIX offers information on optimal business processes, and business models and standards. Education, research and the creation of new strategic alliances with e-commerce businesses and industry leaders are other facets of its mission.

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Alexander House, High St. Inkberrow Worcester WR74DT, United Kingdom PH: 44 1386 793028 FX: 44 1386 793268 E-mail: [email protected] URL: http://www.eema.org Founded: 1987. Description: The European Forum for Electronic Business (EEMA) is a nonprofit group consisting of hardware and software vendors, government bodies, and public and private systems and service providers. Members include small business as well as large multi-national companies. EEMA hosts educational events promoting the use and advancement of electronic commerce, and acts as an advocate for e-commerce businesses with governmental bodies.

THE ELECTRONICS REPRESENTATIVES ASSOCIATION (ERA) ❚ 90

444 N. Michigan Ave., Ste. 1960 Chicago, IL 60611 PH: (312)527-3050 FX: (312)527-3783 E-mail: [email protected] URL: http://www.era.org

THE EXTRANET BENCHMARKING ASSOCIATION (EBA)

Description: The Electronics Representatives Association (ERA) is an alliance of professional field sales organizations

4606 Fm 1960 Rd W Houston, TX 77069 PH: (281)440-5044 FX: (281)440-6677 E-mail: [email protected]

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URL: http://extranetbenchmarking.com Description: The Extranet Benchmarking Association provides a forum for business and government leaders to identify extranet best practices by benchmarking. The EBA offers a newsletter, links to resources, benchmarking studies, and an opportunity to network with other industry professionals.

Description: Founded in 1993, the Financial Services Technology Consortium (FSTC) consists of financial institutions, technology vendors, independent research organizations, and government agencies. The FSTC compares new technologies, validates specifications, and examines new infrastructures for financial transactions.

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FEDERATION OF INTERNET SOLUTION PROVIDERS OF THE AMERICAS (FISPA) 1045 E Atlantic Ave. Delray Beach, FL 33483 PH: (561)266-9438 FX: (561)266-9017 E-mail: [email protected] URL: http://www.fispa.org Contact: Joseph Marion, Executive Director Description: Originally created as the Florida Internet Service Providers Association, FISPA, the Federation of Internet Solution Providers of the Americas is a nonprofit organization dedicated to addressing the concerns of the Internet community. FISPA promotes new Internet uses, professionalism, and offers reliable information to the public about the Internet.

FORUM OF INCIDENT RESPONSE AND SECURITY TEAMS (FIRST) A-216, Technology Gaithersburg, MD 20899 PH: (301)975-3359 E-mail: [email protected] URL: http://www.first.org Description: The Forum of Incident Response and Security Teams (FIRST) is an organization consisting of computer security incident response teams from business, government, and academia. FIRST’s mission is to promote cooperation and coordination in security incident prevention, to prompt rapid reaction to incidents, and to encourage information sharing among members and the community at large.

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GEEKCORPS ❚ 92

FIBRE CHANNEL INDUSTRY ASSOCIATION (FCIA) P.O. Box 29920 San Francisco, CA 94129-0920 PH: (415)561-6270 FX: (415)561-6120 E-mail: [email protected] URL: http://www.fibrechannel.org

87 Marshall St., Ste. 6 North Adams, MA 01247 PH: (413)664-0032 E-mail: [email protected] Contact: Ebenezer Aryee, Contact Description: Committed to expanding the Internet internationally by pairing skilled volunteers from high-tech industry with small businesses in emerging nations.

Members: 190. Description: The Fibre Channel Industry Association (FCIA) is a nonprofit industry trade association for manufacturers, systems integrators, industry professionals and end users. FCIA is dedicated to promoting fibre channel infrastructure to support industry applications within the mass storage and IT-based area. FCIA sponsors working groups that focus on various aspects of the technology.

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GLOBAL BUSINESS DIALOGUE ON ELECTRONIC COMMERCE (GBDE)

FINANCIAL SERVICES TECHNOLOGY CONSORTIUM

9430 Williston Rd. Williston, VT 05495 PH: (802)434-6155 FX: (802)434-5063 E-mail: [email protected] URL: http://www.gbde.org Contact: Ross Burrell, Secretariat

44 Wall St., 12th Fl. New York, NY 10005 PH: (914)576-7629 FX: (646)349-3629 E-mail: [email protected] URL: http://www.fstc.org Contact: Zachary Tumin, Executive Director

Description: The Global Business Dialogue on Electronic Commerce (GBDe) is a worldwide organization dedicated to establishing a private sector voice on e-commerce policy. GBDe functions through its Steering Committee and Working Groups, which address topics including intellectual property rights, trade, convergence, consumer confidence, e-government, cyber security, and taxation.

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GLOBAL INFORMATION INFRASTRUCTURE COMMISSION (GIIC)

GREATER CINCINNATI SOFTWARE ASSOCIATION-THE CIRCUIT

2121 K St. NW, Ste. 800 Washington, DC 20037 PH: (202)261-6572 FX: (202)261-6573 E-mail: [email protected] URL: http://www.giic.org Contact: Robert G. Rogers, Executive Director

4500 Cooper Rd. Blue Ash, OH 45242 PH: (513)791-2884 E-mail: [email protected] URL: http://www.gcsa.org Contact: Blaine Clark, President

Description: The Global Information Infrastructure Commission is an independent organization dedicated to supporting private sector leadership and cooperation between the private and public sectors to develop information networks that will advance global economic growth and education.

Members: 175. Description: The Circuit, Cincinnati’s software association, was created to advance the development of technology related companies in the Cincinnati area. The Circuit offers educational and networking opportunities for its members, and works to promote the information technology industry.

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GREATER COLUMBUS CHAMBER OF COMMERCE

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GLOBAL INTERNET PROJECT (GIP)

37 N. High St. Columbus, OH 43215 PH: (614)221-1321 FX: (614)221-9360 E-mail: [email protected] URL: http://www.columbus-chamber.org

c/o ITAA 1401 Wilson Blvd., Ste. 1100 Arlington, VA 22209 PH: (703)284-5330 E-mail: [email protected] URL: http://www.gip.org Contact: Karen Panker, Deputy Executive Director Description: The Global Internet Project (GIP) is an international group of executives dedicated to supporting the continued growth of the Internet. GIP is committed to increasing Internet access in developing countries and promoting private sector solutions to Internet policy concerns. GIP publishes policy papers, provides workshops and conferences, and consults with decision makers around the world.


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Description: The Greater Columbus Chamber of Commerce is an organization created to support business development in the Columbus, Ohio area. The Greater Columbus Chamber works with the Industry and Technology Council of Central Ohio to support high-tech business development, and also presents E-Commerce Pioneer Awards to deserving e-commerce businesses.

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GREATER FAIRBANKS CHAMBER OF COMMERCE

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ALASKA RURAL ENTREPRENEUR E-COMMERCE INCUBATOR PROGRAM

GREATER CINCINNATI CHAMBER OF COMMERCE (GCCC)

250 Cushman St., Ste. 2-D Fairbanks, AK 99701 PH: (907)452-1105 FX: (907)456-6968 E-mail: [email protected] URL: http://www.fairbankschamber.org Contact: Kara Moriarty, President/CEO

441 Vine St., Ste. 300 Cincinnati, OH 45202 PH: (513)579-3100 FX: (513)579-3101 E-mail: [email protected] URL: http://www.gccc.com Description: The Greater Cincinnati Chamber of Commerce (GCCC) is a nonprofit organization working to enhance the economic vitality of the Cincinnati area. GCCC offers information and helpful resources and education on a variety of business concerns, including e-commerce, regulatory issues and international business.

Description: The Greater Fairbanks Chamber of Commerce, a nonprofit business organization supporting business in Alaska, sponsors a program called the Alaska Rural Entrepreneur E-Commerce Incubator (AKREI). This program is designed to provide educational programs, business enhancement programs, online support and mentoring to those in rural areas creating businesses.

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GREATER GREENVILLE CHAMBER OF COMMERCE (GGCC)

HAWAII CHAMBER OF COMMERCE

24 Cleveland St. Greenville, SC 29601 PH: (864)242-1050 E-mail: [email protected] URL: http://www.greenvillechamber.org Description: The Greater Greenville Chamber of Commerce offers a special service to its member businesses, the Virtual Chamber. The Virtual Chamber is an interactive web site functioning as an extension of the Chamber of Commerce, creating a new Chamber model through e-business. The Virtual Chamber provides online membership application and directory, e-commerce applications, and archived transcripts and files of events and seminars.

1132 Bishop St., Ste. 402 Honolulu, HI 96813 PH: (808)545-4300 FX: (808)545-4369 E-mail: [email protected] URL: http://www.cochawaii.org Description: The Hawaii Chamber of Commerce serves as an advocate for Hawaii’s business community, promoting the development of a healthy economy. The Hawaii Chamber offers resources for e-businesses such as links with the High Technology Development Corporation and the Hawaii Technology Trade Association.

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HAWAII CHAMBER OF COMMERCE NORTHERN CALIFORNIA (HCCNC) ❚ 104

GREATER RESTON CHAMBER OF COMMERCE 1763 Fountain Dr. Reston, VA 20190 PH: (703)707-9045 FX: (703)707-9049 E-mail: [email protected] URL: http://www.restonchamber.org Description: With its high concentration of technology businesses, the Greater Reston Chamber of Commerce promotes the growth and development of businesses in the Reston area. The Reston Chamber offers a business incubator program that gives support to in-house and virtual businesses, as well as presenting programs and opportunities for networking.

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GREATER SEATTLE CHAMBER OF COMMERCE 1301 Fifth Ave., Ste. 2400 Seattle, WA 98101-2611 PH: (206)389-7200 FX: (206)389-7288 URL: http://www.seattlechamber.com

1026 Cole St. San Francisco, CA 94117 PH: (415)845-5196 FX: (415)775-7002 E-mail: [email protected] URL: http://www.hccnc.com Description: The Hawaii Chamber of Commerce Northern California (HCCNC) is an organization focused on businesses in the Bay area who would like to do business in Hawaii. HCCNC offers information to businesses including contacts with the Hawaii Technology Development Corporation and E-List, an e-business networking group.

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HIGH TECHNOLOGY CONSORTIUM (HTC) 1060 N. Fourth St. San Jose, CA 95112 PH: (650)903-8321 FX: (650)903-0995 E-mail: [email protected] Contact: Catherine Tornbom, Consult. Founded: 1998. Description: Improves the technologyhardware supply chain’s efficiency by optimizing existing common processes among members, including sharing practices, benchmarks, and standards; shares information regarding industry and technology trends; accelerates development of new E-business-enabled models.

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HONG KONG ARTICLE NUMBERING ASSOCIATION (HKANA) Unit B, 22/F, United Centre 95 Queensway Hong Kong, People’s Republic of China

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Founded: 1989. Description: Supports the article numbering industry in Hong Kong; advises government agencies on supply chain management and e-commerce technologies; works with the local business community; provides education and training.

Founded: 1976. Members: 1500. Description: The Independent Computer Consultants Association (ICCA) is a nonprofit association founded to offer professional development programs and business support to independent computer consultants. ICCA provides group type benefits to its members, promotes professionalism, and helps to make the community aware of the products and services of its members.

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INDIANAPOLIS CHAMBER OF COMMERCE

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THE HTML WRITERS GUILD

320 N Meridian St., Ste. 200 Indianapolis, IN 46204-1719 PH: (317)464-2200 FX: (317)464-2217 URL: http://www.indychamber.com

119 E Union St., Ste. F Pasadena, CA 91103 PH: (626)449-3709 FX: (626)449-8308 E-mail: [email protected] URL: http://www.hwg.org Members: 147000. Description: The HTML Writers Guild is an organization of people who have an interest in web design. The HTML Writers Guild offers education, provides many resources, and represents web authors from beginner to expert. It is now affiliated with the International Webmasters Association, forming the largest organization of Internet professionals.

Founded: 1890. Description: The Indianapolis Chamber of Commerce represents central Indiana’s business community, and works for progress and improvement of the community and its businesses. The Indianapolis Chamber offers many member benefits including their web site, and e-business solutions.


PH: 852 28612819 FX: 852 28612423 Contact: Anna Lin, CEO

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INFORMATION SYSTEMS MANAGEMENT BENCHMARKING CONSORTIUM (ISMBC) ❚ 111

4606 FM 1960 W, Ste. 250 Houston, TX 77069 PH: (281)440-5044 FX: (281)440-6677 E-mail: [email protected] URL: http://ismbc.org

IEEE COMPUTER SOCIETY 1730 Massachusetts Ave., NW Washington, DC 20036-1992 PH: (202)371-0101 FX: (202)728-9614 E-mail: [email protected] URL: http://www.computer.org Founded: 1946. Members: 100000. Description: The Institute of Electrical and Electronic Engineers Computer Society is dedicated to advancing computer and information processing technology. The Society’s conferences, journals and online learning, foster communication among computer professionals around the world. The Society also provides many technical services to its members, and evaluates curriculum guidelines.

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INDEPENDENT COMPUTER CONSULTANTS ASSOCIATION (ICCA) 11131 South Towne Sq., Ste. F St. Louis, MO 63123 PH: (314)892-1675 TF: 800-774-4222 FX: (314)487-1345 E-mail: [email protected] URL: http://www.icca.org

Description: The Information Systems Management Benchmarking Consortium (ISMBC) is an organization created to study issues related to improving the efficiency and performance of information systems organizations. ISMBC’s mission is to identify ‘‘best in class’’ processes, which will lead members to improved business performance.

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INFORMATION SYSTEMS SECURITY ASSOCIATION (ISSA) 7044 S 13th St. Oak Creek, WI 53154 PH: (414)768-8000 TF: 800-370-ISSA FX: (414)768-8001 E-mail: [email protected] URL: http://www.issa-intl.org Description: The Information Systems Security Association (ISSA) is an international nonprofit organization for information security professionals. ISSA provides educational seminars and conferences, publications and peer interaction

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opportunities that enhance the professional growth of its members.

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90 Bishopsgate London EC2N4DQ, United Kingdom PH: 44 20 74447111; 44 1227 818609 FX: 44 20 74447115 E-mail: [email protected] Contact: Gavin Shreeve, Chief Exec.

INFORMATION TECHNOLOGY ALLIANCE OF NORTHWEST OHIO (ITANO) 300 Madison Ave., Ste. 1510 Toledo, OH 43604-1656 PH: (419)243-1277 FX: (419)730-7118 E-mail: [email protected] URL: http://www.itano.org Description: The Information Technology Alliance of Northern Ohio (ITANO) is an organization founded to strengthen Northwest Ohio and Southeast Michigan’s information technology industry. ITANO provides opportunities for members to share ideas and leverage resources.

INSTITUTE OF FINANCIAL SERVICES ENGLAND

Founded: 1879. Revenue: £8,000,000. Staff: 150. Members: 50000. Description: Develops and delivers life long career support services and a range of appropriate qualifications to the wider financial services community, for which the CIB acts as an examining and awarding body. A faculties based structure allows for the provision of targeted services an specialist educational programmes to particular sectors, including the areas of Banking and Finance, E-commerce and Technology, and Regulatory and Retail. Publications: CIB News, Financial World.

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INFORMATION TECHNOLOGY ASSOCIATION OF AMERICA (ITAA)

INSTITUTE FOR WOMEN IN TECHNOLOGY (IWT)

1401 Wilson Blvd., Ste. 1100 Arlington, VA 22209 PH: (703)522-5055 FX: (703)525-2279 E-mail: [email protected]. URL: http://www.itaa.org

1501 Page Mill Rd, ms 1105 Palo Alto, CA 94304 PH: (650)236-4756 FX: (650)852-8172 E-mail: [email protected] URL: http://www.iwt.org Contact: Dr. Sara B. Hart, Executive Director

Description: The Information Technology Association of America (ITAA) is a large trade organization representing the information technology industry, which includes internet and online services, computers, software, and telecommunications. The ITAA offers its member companies information on IT issues, educational programs, publications and opportunities for networking and business development.

Founded: 1997. Description: The Institute for Women in Technology is an organization created to increase women’s impact on technology, and to enhance the positive effects of technology on women. The IWT provides educational events and public policy advocacy, as well as opportunities for networking.

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INFORMATION TECHNOLOGY INDUSTRY COUNCIL (ITIC)

INTERACTIVE ADVERTISING BUREAU (IAB) 420 Lexington, Ste. 2643 New York, NY 10170 PH: (917)368-2101 FX: (917)368-2182 E-mail: [email protected] Contact: Larry Kaufman, Gen. Mgr.

1250 Eye St. NW, Ste. 200 Washington, DC 20005 PH: (202)737-8888 FX: (202)638-4922 E-mail: [email protected] URL: http://www.itc.org Contact: Rhett B. Dawson, President Description: The Information Technology Industry Council (ITIC) is a large organization representing U.S. information technology manufacturers and service providers. The ITIC serves its members through legislative advocacy, and information technology educational programs.

Founded: 1996. Description: Companies actively engaged in the sale of advertising delivered on the Internet. Evaluates and recommends standards and practices, fields research and educates the advertising industry about the use of online and digital advertising. Publishes reports, updates members on key activities in online advertising, sponsors meetings and seminars. Publications: Ad Revenue Report.

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INTERACTIVE DIGITAL SOFTWARE ASSOCIATION (IDSA)

INTERNATIONAL CHAMBER OF COMMERCE WORLD BUSINESS ORGANIZATION (ICC)

1211 Connecticut Ave., NW, No. 600 Washington, DC 20036 PH: (202)833-4372 FX: (202)833-4431 E-mail: [email protected] URL: http://www.idsa.com

38 Cours Albert 1er 75008 Paris, France PH: 33 1 49532828 FX: 33 1 49532859 E-mail: [email protected] URL: http://www.iccwbo.org

Description: The Interactive Digital Software Association (IDSA) is a U.S. organization for companies that publish video or computer games for computers, consoles, and the Internet. IDSA offers member services including trade shows, research, intellectual property protection, and advocacy for public policy.

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INTERNATIONAL ASSOCIATION OF WEBMASTERS AND DESIGNERS (IAWMD) 13833-E4 Wellington Trace PMB Ste. 214 Wellington, FL 33414 PH: (561)533-9008 FX: (509)463-6311 E-mail: [email protected] URL: http://www.iawmd.com

Description: The International Chamber of Commerce World Business Organization (ICCWBO) is an international organization that promotes open international trade and markets. The ICCWBO has a commission on electronic commerce that publishes policy statements, guidelines, codes and rules.

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INTERNATIONAL COMMITTEE FOR INFORMATION TECHNOLOGY STANDARDS (INCITS)


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1250 Eye St. NW, Ste. 200 Washington, DC 20005 PH: (202)626-5742 URL: http://www.ncits.org Contact: Kate McMillan, Senior Director, Standards Operations

Founded: 1997. Members: 135000. Description: The International Association of Webmasters and Designers (IAWMD) is an organization of web design professionals dedicated to promoting integrity and further development of the Internet community. The IAWMD supports excellence on the web with its award program for high quality sites, thereby increasing consumer confidence and trust. The IAWMD is committed to self-regulation and administration of the Internet.

Description: The International Committee for Information Technology Standards (INCITS) has a mission to produce market-driven, voluntary standards in the area of information technology. Activities include multimedia standards (mpeg and jpeg), intercommunications between computers and information systems, and databases and security.

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THE INTERNATIONAL DIGITAL OBJECT IDENTIFIER FOUNDATION ❚ 124

INTERNATIONAL BIOMETRIC INDUSTRY ASSOCIATION (IBIA)

1895 Preston White Dr. Reston, VA 20191 PH: (703)620-8990 FX: (703)620-0913 E-mail: [email protected] URL: http://www.doi.org Contact: Norman Paskin, Director

601 13th St., NW, Ste. 370 S Washington, DC 20005 PH: (202)783-7272 FX: (202)783-4345 E-mail: [email protected] URL: http://www.ibia.org Description: The International Biometric Industry Association (IBIA) is a trade association created to support and promote the biometric industry. Hardware and software produced by the biometrics industry is now being used to ensure privacy and protect assets, and the IBIA addresses its members concerns through education and advocacy.

Founded: 1998. Description: The Digital Object Identifier Foundation is a nonprofit organization dedicated to promoting the use of the Digital Object Identifier (DOI). The DOI is a system for managing and protecting intellectual property in a digital environment. It facilitates electronic commerce by permitting the construction of automated transactions and services. The DOI foundation serves as a forum for discussions regarding intellectual property, technology and standards.

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INTERNATIONAL E-RETAIL ASSOCIATION c/o eRetailNews, Inc 50 Nightingale Rd, Ste 3 Plymouth, MA 02360 PH: (508)833-8208 FX: (508)888-9644 E-mail: [email protected] URL: http://www.eretailassociation.org Description: The International E-Retail Association is an organization dedicated to furthering the success of its members by helping them to harness the power of technology to increase sales on the Web. Members of the International ERetail Association come from various parts of the world, including the Americas, Europe, Australia, and Asia. This organization offers educational opportunities, networking, various discounts, and e-business forums.

HTML Writers Guild, providing resources and opportunities for members of both organizations.

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INTERNET ADVERTISING BUREAU (IAB) 233 Fifth Ave., 4th Fl. New York, NY 10016 PH: (212)949-9033 E-mail: [email protected] URL: http://www.iab.net Contact: Greg Stuart, President and CEO Description: The Internet Advertising Bureau (IAB) is a nonprofit association dedicated to making the best use of advertising on the Internet. IAB offers its members informational resources, as well as news, research, and educational events.

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INTERNATIONAL QUALITY AND PRODUCTIVITY CENTER (IQPC) 150 Clove Rd. PO Box 401 Little Falls, NJ 07424-0407 PH: (973)256-0211 TF: 800-882-8684 E-mail: [email protected] URL: http://www.iqpc.com Description: The International Quality and Productivity Center (IQPC) is an organization dedicated to providing information and education through conferences held both nationally and internationally. The IQPC offers information geared toward specific industries, such as e-commerce, with topics including business strategy, B2B and B2C e-commerce, and performance measurement and quality.

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INTERNET ALLIANCE (IA) 1111 19th St., NW 11th Fl. Washington, DC 20036-3637 PH: (202)955-8091 FX: (202)955-8081 E-mail: [email protected] URL: http://www.internetalliance.org Contact: Jill Murphy, Membership and Administrative Manager Founded: 1981. Revenue: US$1,000,000. Staff: 5. Members: 70. Description: The Internet Alliance (IA) is a coalition of member companies dedicated to enhancing the growth and development of the Internet industry. The IA will provide leadership to achieve its mission: to build trust and confidence in the Internet medium through public policy, consumer outreach and strategic alliances.

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THE INTERNATIONAL WEBMASTERS ASSOCIATION (IWA) ❚ 133 119 E Union St., Ste. F Pasadena, CA 91103 PH: (626)449-3709 FX: (626)449-8308 E-mail: [email protected] URL: http://www.iwanet.org Contact: Richard Brinegar, Executive Director Description: The International Webmasters Association (IWA) is a nonprofit organization dedicated to advancing opportunities and professionalism among web design professionals. The IWA is known for offering education and certification standards for web professionals, and has published the first guidelines for ethical and professional standards in the web industry. This organization has merged with the

INTERNET ARCHITECTURE BOARD (IAB) 1775 Wiehle Ave., Ste. 102 Reston, VA 20190-5108 PH: (703)326-9880 FX: (703)326-9881 URL: http://www.iab.org Contact: Geoff Huston, Executive Director Description: The Internet Architecture Board is a technical advisory group of the Internet Society responsible for overseeing the architecture of protocols and procedures of the Internet. It provides oversight of the creation of Internet standards.

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Description: The Internet Business Consumer Bureau (IBCB) was created to alert consumers to Internet fraud. The IBCB encourages people who have encountered deceptive business practices on the Internet to call and alert them to the problem.

INTERNET ASSIGNED NUMBERS AUTHORITY (IANA) 4676 Admiralty Way, Ste. 330 Marina del Rey, CA 90292 PH: (310)823-9358 FX: (310)823-8649 E-mail: [email protected] URL: http://www.iana.org

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INTERNET CHAMBER OF COMMERCE

Description: The Internet Assigned Numbers Authority (IANA) is an organization dedicated to preserving the central coordinating functions of the global Internet for the public good. The IANA is responsible for domain names, Internet Protocol addresses, and protocol parameters.

Description: The Internet Chamber of Commerce in Denver, Colorado is a nonprofit organization that is dedicated to maximizing the opportunities of Internet technology. The Internet Chamber of Commerce serves the business, academic, and government communities through education, sharing information, and networking.

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INTERNET BUSINESS ALLIANCE (IBA) PO Box 11518 Seattle, WA 98110-5518 PH: (206)780-2245 E-mail: [email protected] Description: Professionals. Works to serve the needs of professionals who use, or want to learn to use, the Internet for business applications. Conducts seminars, forums.

INTERNET BUSINESS ASSOCIATION 11160-F South Lakes Dr., Ste. 349 Reston, VA 20191 PH: (703)779-1320 FX: (703)779-1362 Description: Trade organization representing the interests of companies providing internet software and services. Works to be recognized as a primary expert source of information about the Internet for news media and the public; to favorably influence the government regarding regulation and control of the internet, and to represent to the government all concerns of the IBA membership; to drive primary demand for Internet resources; to have people rely on the Internet as a primary tool for personal, business, and news communication.

INTERNET BUSINESS CONSUMER BUREAU, INC. (IBCB) P.O. Box 921545 Norcross, GA 30010 PH: 877-754-IBCB FX: (770)446-3153 E-mail: [email protected] URL: http://www.ibcb.net

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INTERNET CONTENT RATING ASSOCIATION (ICRA) 1001 Connecticut Ave., NW Ste. 501 Washington, DC 20036 PH: (202)331-8651 FX: (202)331-8655 E-mail: [email protected] URL: http://www.rsac.org

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1846 S. Jersey Way Denver, CO 80224 PH: (303)691-0404 E-mail: [email protected] URL: http://www.icc.org Contact: Terry Freeman, Executive Director


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Description: The Internet Content Rating Association (ICRA) is an independent international organization dedicated to protecting free speech on the Internet as well as protecting children from inappropriate material. The ICRA collects information from web authors about the content on their site, and then generates a computer code label which allows parents to disallow access to particular sites.

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INTERNET CORPORATION FOR ASSIGNED NAMES AND NUMBERS (ICANN) 4676 Admiralty Way, Ste. 330 Marina del Rey, CA 90292 PH: (310)823-9358 FX: (310)823-8649 E-mail: [email protected] URL: http://www.icann.org Description: The Internet Corporation for Assigned Names and Numbers (ICANN) is a nonprofit corporation formed to be responsible for IP address space allocation, protocol

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parameter assignment, domain name system management, and root server system functions previously performed under U.S. Government contract by IANA and other entities.

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Description: The Internet Law and Policy Forum (ILPF) is an international nonprofit organization committed to promoting the growth of electronic commerce and communications. ILPF provides legal and business information and offers resources for lawyers and other legal experts. In addition, ILPF presents a forum for discussing legal and policy issues which affect e-commerce and communications.

INTERNET ENGINEERING TASK FORCE (IETF) 1895 Preston White Dr., Ste. 100 Reston, VA 20191-5434 PH: (703)620-8990 FX: (703)620-9071 E-mail: [email protected] URL: http://www.ietf.cnri.reston.va.us/home.html Description: The Internet Engineering Task Force is an international organization of network researchers, vendors, operators, and designers concerned with Internet architecture and with the operation of the Internet. This loosely organized group does its highly technical work in working groups, which are divided by area of interest and expertise. Most work is accomplished via mailing lists, with meetings occurring three times a year.

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INTERNET LOCAL ADVERTISING AND COMMERCE ASSOCIATION (ILACA) 130 Webster St., Ste. 100 Oakland, CA 94607-3723 PH: (510)893-5565 E-mail: [email protected] Contact: Hal Logan, Exec.Dir. Description: Internet service providers who use the internet for advertising.

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INTERNET OPERATORS IOPS.ORG

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INTERNET INDUSTRY ASSOCIATION (IIA) 1895 Preston White Dr. Reston, VA 20191 PH: (617)367-6546 FX: (703)620-0913 E-mail: [email protected] URL: http://www.iops.org Contact: Ira Richer, Executive Director

PO Box 3986 Manuka, ACT 2603, Australia PH: 61 2 62326900 FX: 61 2 62326513 E-mail: [email protected] Contact: Peter Coroneos, Exec.Dir. Members: 300. Description: A wide range of businesses involved in online content, commence and connectivity, including telecommunications carriers; content creators and publishers; web developers; e-commerce traders and solutions providers; hardware vendors; systems integrators; banks, insurance underwriters; Internet law firms, ISPs; educational and training institutions; Internet research analysts; and a range of other businesses providing professional and technical support services. Provides policy input to government and advocacy on a range of business and regulatory issues and promotes laws and initiatives which enhance Internet access, equity, reliability and growth of the medium within Australia.

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INTERNET LAW AND POLICY FORUM (ILPF) 2440 Western Ave., Ste. 709 Seattle, WA 98121 PH: (206)727-0700 FX: (206)374-2263 E-mail: [email protected] URL: http://www.ilpf.org Contact: Andrew Konstantaras, Executive Director

Description: Internet Operators IOPS.org, is an organization of companies which provide access or transport services for Internet traffic. The purpose of IOPS is to improve Internet performance, and focus on issues that require ISPs (Internet Service Providers) to work together to solve problems or share technical information.

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INTERNET PROVIDERS ASSOCIATION OF IOWA (IPAI) 4201 Corporate Dr. West Des Moines, IA 50266 PH: (515)830-0549 TF: 888-880-0724 FX: (515)830-0123 E-mail: [email protected] URL: http://www.ipai.org Description: The Internet Providers Association of Iowa (IPAI) is an organization that represents Iowa’s Internet Service Providers and other technology companies. IPAI serves as a public policy and legislative advocate for the interests of Iowa’s Internet industry.

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Contact: Tony Hill, Exec.Dir.

INTERNET SERVICE PROVIDERS ASSOCIATION

Founded: 1996. Description: Australian community groups, businesses, smaller ISPs, libraries, research organizations, and individuals interested in building and developing the grassroots Internet. Promotes the development of the Internet based on the needs of its members.

PO Box 3423 Parklands 2121, Republic of South Africa PH: 27 11 3181406 E-mail: [email protected] Contact: Elaine Zinn, Sec. Description: Represents the interests of Internet Service Providers (ISP) in South Africa.

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THE INTERNET SOFTWARE CONSORTIUM (ISC) 950 Charter St. Redwood City, CA 94063 PH: (650)779-7060 FX: (650)779-7055 E-mail: [email protected] URL: http://www.isc.org

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INTERNET SERVICE PROVIDERS’ CONSORTIUM (ISPC) 1301 Shiloh Rd., Ste. 720 Kennesaw, GA 30144-8086 PH: (678)819-1028 TF: (866)533-6990 E-mail: [email protected] URL: http://www.ispc.org Contact: William Sommers, President

Description: The Internet Software Consortium is a nonprofit group whose goals include developing and maintaining open source reference implementations of core Internet protocols. These reference implementations are used by large Internet Service Providers, and become the key to interoperability between vendors and compatibility with the Internet.

Description: The Internet Service Providers’ Consortium is an organization that provides supporting services to its members. The ISPC offers technical assistance, legislative assistance, and discounts on hardware and software purchases to its members.

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THE INTERNET TAX FAIRNESS COALITION (ITFC) 1730 M St. NW Washington, DC 20036 PH: (202)331-9533 E-mail: [email protected] URL: http://www.salestaxsimplification.org Contact: Mark Nebergall, Chairman

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THE INTERNET SOCIETY (ISOC) 1775 Wiehle Ave., Ste. 102 Reston, VA 20190-5108 PH: (703)326-9880 FX: (703)326-9881 E-mail: [email protected] URL: http://www.isoc.org/ Members: 6000. Description: The Internet Society is an international nonprofit and non-governmental group focused on Internet technical standards, public policy, education and training, and membership activities. The Internet Engineering Task Force, the Internet Architecture Board, the Internet Engineering Steering Group, and the Internet Research Task Force are all organized by the Internet Society.

Description: The Internet Tax Fairness Coalition (ITFC) is a group of business, consumer, and industry groups allied to promote clear and simple tax rules for electronic commerce. The ITFC supports the development of a uniform tax code for Internet business transactions.

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INTERNET TRADE EXCHANGE ASSOCIATION

INTERNET SOCIETY OF AUSTRALIA (ISOC-AU)

303 Freeport Rd. Pittsburgh, PA 15215 PH: (412)781-3474 E-mail: [email protected] URL: http://www.tradeexchange.org

Level 7, 140 William St. Melbourne, VIC 3000, Australia PH: 61 3 92880555 FX: 61 3 92880666 E-mail: [email protected]

Description: The Internet Trade Exchange Association is a nonprofit organization created to further the advancement of electronic commerce. This organization offers programs and activities addressing e-commerce implementation, best practices, legal/antitrust, customer/supplier collaboration,

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product development, value chain management, finance/ banking, and licensing.

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IRISH INTERNET ASSOCIATION (IIA) PO Box 6118 Dublin 8, Ireland PH: 353 1 4169191 FX: 353 1 4736258 E-mail: [email protected] Contact: Colm Reilly, CEO Founded: 1997. Staff: 3. Members: 3400. Description: Companies and organizations involved with electronic commerce and Internet-related services. Promotes and represents the Internet industry in Ireland. Publications: IIA Members Digest, IIA Non-Members Update.

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MANHATTAN CHAMBER OF COMMERCE (MCC) 1555 Third Ave., Rm. 202 New York, NY 10128 PH: (212)479-7772 FX: (212)831-4244 E-mail: [email protected] URL: http://www.manhattancc.org Description: The Manhattan Chamber of Commerce (MCC) offers a special membership for e-businesses. Benefits include listing in MCC web site, free links from MCC’s web site to contacts and organizations, special contacts regarding networking and educational events, and participation in MCC’s E-Business committee.

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LOCALISATION INDUSTRY STANDARDS ASSOCIATION (LISA)

MARYLAND CHAMBER OF COMMERCE

7, rte du Monastere CH-1173 Fechy, Switzerland PH: 41 21 8213210 FX: 41 21 8213219 E-mail: [email protected]

60 West St., Ste. 100 Annapolis, MD 21401 PH: (410)269-0642 FX: (410)269-5247 E-mail: [email protected] URL: http://www.mdchamber.org

Founded: 1990. Members: 180. Description: Publishers of multilingual software, documentation, and multimedia; hardware manufacturers; and vertical businesses who publish and distribute their products or support materials in multiple languages on the Internet. Promotes the localization and internationalization industry and provides services to enable companies to exchange and share information on the development of processes, tools, technologies, and business models connected with localization, internationalization and related topics. Hosts international forums; coordinates special interest groups; conducts industry and member surveys. Publications: The Localization Industry Primer.

NETNEIGHBORHOOD

Description: The Maryland Chamber of Commerce offers a new e-commerce tool called Maryland Chamber NetNeighborhood. This program offers member businesses an easy to use e-commerce platform that is free. The Maryland Chamber is an organization which promotes and supports businesses throughout Maryland.

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MASSACHUSETTS ELECTRONIC COMMERCE ASSOCIATION (MECA)

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MAINE SOFTWARE DEVELOPER ASSOCIATION (MESDA) PO Box 10020 Portland, ME 04104-0020 PH: (207)829-9195 FX: (207)829-9329 E-mail: [email protected] URL: http://www.mesda.com Description: The Maine Software Developer Association (MESDA) serves all of Maine’s Information Technology industry. MESDA offers education, and fosters connections between business, technology, and people. MESDA also publicizes career pathways and employment opportunities, and acts as an advocate for the IT industry in Maine.

11 Beacon St. Boston, MA 02108 PH: (617)314-1010 FX: (617)314-1011 E-mail: [email protected] URL: http://www.massecomm.org Founded: 1999. Description: The Massachusetts Electronic Commerce Association promotes global electronic commerce and serves as the hub of the e-commerce industry in New England. Its goals include providing executives with management information, providing advocacy on public policy issues, and promoting the electronic commerce industry in New England.

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MASSACHUSETTS SOFTWARE AND INTERNET COUNCIL (MSIC)

NACHA: THE ELECTRONIC PAYMENTS ASSOCIATION

One Exeter Plz., Ste. 200 Boston, MA 02116 PH: (617)437-0600 FX: (617)437-9686 E-mail: [email protected] URL: http://www.swcouncil.org

13665 Dulles Technology Dr., Ste. 300 Herndon, VA 20171 PH: (703)561-1100 TF: 800-487-9180 FX: (703)787-0996 E-mail: [email protected] Contact: Elliott McEntee, CEO & Pres.

Description: The Massachusetts Software and Internet Council exists to promote the software and Internet industry, to aid in the creation of new companies, and to foster the growth and success of existing software and Internet companies. The Council serves its members in several ways; supporting research and workforce development, providing educational and networking events, and acting as an advocate in public policy issues affecting Internet business.

Founded: 1974. Revenue: US$5,000,000. Staff: 50. Members: 600. Description: Automated Clearing House (ACH) association. Provides an interregional exchange for electronic debits and credits among ACHs and to establish and administer nationwide standards and operating rules for ACHs. Conducts national seminars and conferences on ACH operations and products; sponsors annual Payments and Electronic Commerce Institute; sponsors Accredited ACH Professional (AAP) program. Sponsors national marketing campaign; compiles statistics. Awards: NACHA Payment Systems Excellence Award Publications: ACH Risk Management Handbook, ACH Rules, Electronic Payments Journal, Electronic Payments Review and Buyer’s Guide, Payments Systems Report, UCC 4A and the Automated Clearing House System.

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MISSOURI INTERNET SERVICE PROVIDERS ASSOCIATION (MOISPA) 1345 Triad Ctr. PMB No.415 Saint Louis, MO 63376 PH: (636)936-8655 FX: (636)936-0054 E-mail: [email protected] URL: http://www.moispa.org


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NASHVILLE AREA CHAMBER OF COMMERCE

Description: The Missouri Internet Service Providers Association (MOISPA) is a trade organization that represents Missouri’s Internet Service Providers, and provides public policy advocacy for its members interests.

211 Commerce St., Ste. 100 Nashville, TN 37201 PH: (615)743-3000 FX: (615)256-3074 E-mail: [email protected] URL: http://www.nashvillechamber.com Description: The Nashville Area Chamber of Commerce is dedicated to promoting high tech and Internet businesses in the Nashville area, and provides an e-commerce council. Member benefits include e-commerce business support, opportunities for networking, and an online directory.

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MONTGOMERY CHAMBER OF COMMERCE

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P.O. Box 79 41 Commerce St. Montgomery, AL 36101 PH: (334)834-5200 FX: (334)265-4745 E-mail: [email protected] URL: http://www.montgomerychamber.com

NATIONAL ASSOCIATION OF COMPUTER CONSULTANT BUSINESSES (NACCB)

Description: The Montgomery Chamber of Commerce provides information and networking resources to businesses in the Montgomery area, and has a special focus committee on Information Technology. The Chamber’s IT committee provides a forum for professional development and networking with other information technology professionals.

1800 Diagonal Rd., Ste. 520 Alexandria, VA 22314 PH: (703)838-2050 FX: (703)838-3610 E-mail: [email protected] URL: http://www.naccb.org Description: The National Association of Computer Consultant Businesses (NACCB) is a national association dedicated to developing relationships between information technology professionals and business in need of information

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technology solutions. The NACCB offers member services including professional development programs and advocacy for member concerns.

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NATIONAL ASSOCIATION OF INTERNET SERVICE PROVIDERS OF ROMANIA ASOCIATIA NATIONALA A INTERNET SERVICE PROVIDERILOR DIN ROMANIA

Bd. Natiunile Unite nr. 1 bl. 108A, et. 1, locatie C1 sector 5 Bucharest, Romania PH: 40 1 3358280 FX: 40 1 3358290 E-mail: [email protected] Contact: Gheorghe Serban, Exec.Dir.

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NETWORK PROFESSIONAL ASSOCIATION (NPA) 195 S C St., Ste. 250 Tustin, CA 92780 PH: (714)573-4780 FX: (714)669-9341 E-mail: [email protected] URL: http://www.npanet.org Description: The Network Professional Association (NPA) is a nonprofit organization for professionals in network computing. The NPA has a goal of advancing the networking industry. Member benefits include professional development, technical education, and industry leadership.

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NEW HAMPSHIRE INTERNET SERVICE PROVIDERS ASSOCIATION (NHISPA)

Description: Promotes the Internet service provider industry in Romania.

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NATIONAL BLACK CHAMBER OF COMMERCE (NBCC) 1350 Connecticut Ave. NW, Ste. 825 Washington, DC 20036 PH: (202)466-6888 FX: (202)466-4918 E-mail: [email protected] URL: http://www.nationalbcc.org

PO Box 341 Londonderry, NH 03053-0341 PH: (603)629-0000 E-mail: [email protected] URL: http://www.nhispa.org Description: The New Hampshire Internet Service Providers Association (NHISPA) is a trade organization for New Hampshire’s independent Internet Service Providers. NHIISPA promotes the success and recognition of its members in ways that do not disrupt competition, and serves as an advocate for Internet service providers concerns.

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Description: The National Black Chamber of Commerce (NBCC) is an organization committed to empowering African American communities through entrepreneurship and successful businesses. NBCC has established joint ventures with leading business-to-business and business-to-customer e-commerce firms to support the growth and development of its members e-commerce businesses.

NEW JERSEY TECHNOLOGY COUNCIL (NJTC) 1001 Briggs Rd., Ste. 280 Mt. Laurel, NJ 08054 PH: (856)787-9700 FX: (856)787-9800 URL: http://www.njtc.org Founded: 1996. Members: 1200. Description: The New Jersey Technology Council (NJTC) is a nonprofit organization founded to promote the success of technology sectors in New Jersey. Activities of the NJTC include programs on marketing and management strategies, networking opportunities, an employment recruitment network, and advocacy of public policy that supports economic growth.

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NETTAINMENT 1980 Whitehaven Rd., Ste. 203 Grand Island, NY 14072 TF: 800-823-5202 E-mail: [email protected] URL: http://www.netts.com

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Description: Nettainment is a national Internet Service Providers association. Nettainment’s goals are to provide a forum for its members to share ideas, information and methods to improve their businesses, and to offer discounts on products and services to its members.

NEW MEXICO INTERNET PROFESSIONALS ASSOCIATION (NMIPA) 3900 Paseo del Sol Santa Fe, NM 87505 PH: (505)424-9585

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URL: http://www.NEOSA.org Contact: James B. Cookinham, President/Executive Director

Description: The New Mexico Internet Professionals Association (NMIPA) is a nonprofit organization serving Internet professionals in New Mexico. The NMIPA offers Internet education and training and acts to promote the growth of the Internet in New Mexico.

Description: The Northeast Ohio Software Association (NEOSA) is a nonprofit association dedicated to fostering an environment that will support the growth and development of information technology companies in Northeast Ohio. Member companies include web design, e-commerce, software, hardware, and multi-media companies. NEOSA offers a forum for the exchange of ideas and information, professional development events, and supports members in marketing their products and services around the world.

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NEW YORK SOFTWARE INDUSTRY ASSOCIATION (NYSIA) ❚ 176

NORTHERN KENTUCKY CHAMBER OF COMMERCE

920 Broadway, Ste. 902 New York, NY 10010-6004 PH: (212)475-4503 FX: (212)979-2372 E-mail: [email protected] URL: http://www.nysia.org Description: The New York Software Industry Association (NYSIA) is a trade organization for software, information technology, and web development companies in the New York City area. NYSIA sponsors educational events, hosts the annual New York Software Summit, and promotes the development of the information technology, Internet and software industries in New York.

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NORTH CAROLINA ELECTRONICS AND INFORMATION TECHNOLOGIES ASSOCIATION (NCEITA)

300 Buttermilk Pike, Ste. 330 Ft. Mitchell, KY 41017 PH: (859)578-8800 FX: (859)578-8802 E-mail: [email protected] URL: http://www.nkycc.org Description: The Northern Kentucky Chamber of Commerce sponsors a program to assist businesses, government and education in Northern Kentucky to move into the new economy. The program’s goals are to create a broad awareness of e-commerce and technology in the area, to facilitate educational and networking exchanges to support businesses growing their e-commerce businesses, and to work with educational institutions to give students the knowledge and skills they need to be successful in the new economy.


FX: (505)424-1144 E-mail: [email protected] URL: http://www.nmipa.org

❚ 177 PO Box 28299 Raleigh, NC 27611-8299 PH: (919)856-0393 FX: (919)856-0396 E-mail: [email protected] URL: http://www.nceita.org

OMICRON CENTER FOR INFORMATION TECHNOLOGY MANAGEMENT

Description: The North Carolina Electronics and Information Technologies Association (NCEITA) is an organization created to promote and improve the electronics, telecommunications, and Internet industries in North Carolina. The NCEITA helps to increase public awareness of these industries and provides educational, informational and networking resources to its members.

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NORTHEAST OHIO SOFTWARE ASSOCIATION (NEOSA) 50 Public Sq., Ste. 200 Cleveland, OH 44113 PH: (216)592-2257 FX: (216)687-6788 E-mail: [email protected]

6065 Roswell Rd NE Atlanta, GA 30328 PH: (404)255-0096 E-mail: [email protected] URL: http://www.omicron.edu Contact: Sandy Gaston, Manager of Member and Program Services Description: Omicron Center for Information Technology Management is a group of members companies with the goal of improving information technology contributions to their businesses. Omicron accomplishes this goal through professional development programs, discussions, workgroups, and benchmarking studies.

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ONLINE PRIVACY ALLIANCE c/o Christine Varney Hogan and Hartson 555 13th St. NW

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Washington, DC 20004 PH: (202)637-5600 E-mail: [email protected] URL: http://www.privacyalliance.org Contact: Christine Varney Description: The Online Privacy Alliance is a group organized to lead and support self-regulatory initiatives that protect individual privacy online. Goals of the Alliance include identifying effective online privacy policies, supporting the use of self-regulatory enforcement activities, and promoting the awareness of Alliance privacy initiatives.

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THE OPEN GROUP MESSAGING FORUM 44 Montgomery St., Ste. 960 San Francisco, CA 94104-4704 PH: (415)374-8280 TF: 800-916-6736 FX: (415)374-8293 E-mail: [email protected] URL: http://www.ema.org Contact: Allen Brown, President and CEO Description: The Open Group Messaging Forum is a nonprofit consortium of businesses involved in buying and selling information technology dedicated to offering a forum where businesses can share knowledge. Enterprise integration and multi-vendor interoperability are goals that this organization promotes through certification and impartial testing of new technologies. Members include some of the largest technology companies in the world as well as new smaller ventures.

FX: (978)667-5114 E-mail: [email protected] URL: http://www.oasis-open.org Contact: Colin Evans, Chair of OASIS Board of Directors Description: The Organization for the Advancement of Structured Information Standards (OASIS) is a nonprofit worldwide consortium which promotes the development and adoption of e-business standards. OASIS produces standards for security, XML conformance, web standards, business transactions, electronic publishing, and interoperability between marketplaces.

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PENNSYLVANIA CHAMBER OF BUSINESS AND INDUSTRY 417 Walnut St. Harrisburg, PA 17101 PH: (717)720-5462 TF: 800-225-7224 FX: (717)255-3298 E-mail: [email protected] URL: http://www.pachamber.org Description: The Pennsylvania Chamber of Business and Industry fosters a healthy business climate in Pennsylvania and helps the success of its members by providing a variety of services including advocacy, research and information, and the latest information on current technology including e-business solutions.

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OPTICAL INTERNETWORKING FORUM (OIF) 39355 California St., Ste. 307 Fremont, CA 94538 PH: (510)608-5928 FX: (510)608-5917 E-mail: [email protected] URL: http://www.oiforum.com Description: The Optical Internetworking Forum (OIF) is an organization of telecom manufacturers, service providers, and end users working together to promote the development and use of optical internetworking and both interoperable products and services, for data switching and routing using optical networking technologies.

RECRUITERS ONLINE NETWORK (RON) 3325 Landershire Ln., Ste. 1001 Plano, TX 75023-6218 TF: 800-364-8425 FX: 888-752-8425 E-mail: [email protected] Contact: Minnie Ahlstrand, Contact Members: 7000. Description: Recruiters, employment agencies, and employment professionals. Committed to the progress of using the Internet and other technologies for employee search and placement.

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THE ROUTES TO MARKET ASSOCIATION ❚ 181

ORGANIZATION FOR THE ADVANCEMENT OF STRUCTURED INFORMATION STANDARDS (OASIS) PO Box 455 Billerica, MA 01821 PH: (978)667-5115

4th Fl., Sterling House Great Eastern Wharf Parkgate Rd. London SW114NQ, United Kingdom PH: 44 20 75853399 FX: 44 20 79245284 E-mail: [email protected] URL: http://www.the-rtma.com

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SALT LAKE CHAMBER OF COMMERCE BUSINESS INTERACTIVE TECHNOLOGY COMMITTEE

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SCOTLANDIS Livingston Software Innovation Centre 1 Michaelson Sq. Kirkton Campus Livingston EH547DP, United Kingdom PH: 44 7000 404404 FX: 44 1506 472209 E-mail: [email protected] Contact: Polly Purvis, Gen.Man. Founded: 1985. Staff: 8. Members: 350. Description: Represents the ICT industry involved in developing software, interactive media, e-commerce, and the Internet in Scotland.

175 E. 400 S 6th Fl. Salt Lake City, UT 84111 PH: (801)364-3631 FX: (801)328-5098 E-mail: [email protected] URL: http://www.saltlakechamber.org

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Description: The Salt Lake Chamber of Commerce was created to foster the growth and development of businesses, and support programs which enhance the quality of life in Utah. The Chamber has a Business Interactive Technology Committee that supports members’ technology needs.

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SAN FRANCISCO CHAMBER OF COMMERCE

SERVICE AND SUPPORT PROFESSIONALS ASSOCIATION (SSPA) 11031 Via Frontera, Ste. A San Diego, CA 92127 PH: (858)674-5491 FX: (858)674-6794 E-mail: [email protected] URL: http://www.sspa-online.com


Description: The Routes to Market Association is a nonprofit organization for marketing professionals created to provide a forum to discuss channel, distribution marketing issues and strategies. The RMTA sponsors workshops, conferences and research on a variety of marketing topics.

Description: The Service and Support Professionals Association (SSPA) was created to provide resources for executives, managers, and professionals in the information technology service and support community. Member services include education, learning about new technology and best practices, and job search resources.

235 Montgomery St., 12th Fl. San Francisco, CA 94104 PH: (415)392-4520 FX: (415)392-0485 URL: http://www.sfchamber.com Description: The San Francisco Chamber of Commerce is a nonprofit organization consisting of businesses of varying sizes, dedicated to supporting a prosperous business environment in the San Francisco Bay area. Members have access to information and educational programs to support their ecommerce ventures.

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SAN JOSE SILICON VALLEY CHAMBER OF COMMERCE 310 S First St. San Jose, CA 95113 PH: (408)291-5250 FX: (408)286-5019 E-mail: [email protected] URL: http://www.sjchamber.com

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SHOP.ORG 325 7th Street, NW, Ste. 1100 Washington, DC 20004 PH: (202)626-8190 FX: (202)626-8191 E-mail: [email protected] URL: http://www.shop.org Contact: Scott Silverman, Executive Director Description: Shop.org is the online group of the National Retailers Federation. Shop.org sponsors educational events and research, and offers information on topics such as cross channel integration, online marketing and merchandising, and organizational structure.

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Description: The San Jose Chamber of Commerce is an organization dedicated to offering programs and political action to meet the needs of both individual businesses and the business climate of the San Jose area. The Chamber offers special e-commerce solutions for member businesses to enable them to more easily do business on the Internet.

SILICON VALLEY SOFTWARE INDUSTRY COALITION (SVSIC) 1072 S De Anza Blvd., Ste. A107-372 San Jose, CA 95129 PH: (408)479-8794

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FX: (408)479-9247 E-mail: [email protected] URL: http://

FX: (603)226-4485 E-mail: [email protected] URL: http://www.swanh.org

Description: The Silicon Valley Software Coalition is an organization dedicated to building collaborative relationships to achieve industry agreement on software concerns, to resolve problem issues, and to represent its members in speaking for software and e-commerce industry in Silicon Valley. The Coalition’s membership includes leading edge software and electronic commerce companies.

Founded: 1994. Description: The Software Association of New Hampshire (SWANH) has a purpose of supporting and promoting New Hampshire’s software and Internet industries. SWANH provides educational programs, forums for discussion of various information technology concerns, and advocacy of public policy and workforce issues.

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SOCIETY OF COMPETITIVE INTELLIGENCE PROFESSIONALS (SCIP)

SOFTWARE ASSOCIATION OF OREGON (SAO)

1700 Diagonal Rd., Ste. 600 Alexandria, VA 22314 PH: (703)739-0696 FX: (703)739-2524 E-mail: [email protected] URL: http://www.scip.org Contact: Bill Weber, Executive Director

222 NW 5th Ave., Ste. 304 Portland, OR 97209 PH: (503)228-5401 FX: (503)228-5411 E-mail: [email protected] URL: http://www.sao.org

Description: The Society of Competitive Intelligence Professionals (SCIP) is an international nonprofit organization for those involved in creating and managing business knowledge. SCIP offers educational programs and networking opportunities for professionals working in the area of competitive intelligence, which is the legal collection and analysis of information about business competitors.

Founded: 1989. Description: The Software Association of Oregon (SAO) was founded to support and foster the growth of Oregon’s software and information technology industry. Member benefits include professional development programs, networking opportunities, and company discounts on goods and services.

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SOFTWARE COUNCIL OF SOUTHERN CALIFORNIA (SCSC)

SOCIETY FOR TECHNICAL COMMUNICATION (STC) 901 N Stuart St., Ste. 904 Arlington, VA 22203-1822 PH: (703)522-4114 FX: (703)522-2075 E-mail: [email protected] URL: http://www.stc.org Contact: William C. Stolgitis, Executive Director Members: 25000. Description: The Society for Technical Communication (STC) is an organization which promotes the art and science of technical communications. Members include technical writers, web designers and developers, as well as other professionals in the technical communications field. The goals of the STC encompass offering various services to members as well as providing information on new technologies and applications, and supporting research activities.

2461 208th St., Ste. 202 Torrance, CA 90501 PH: (310)328-0043 FX: (310)224-1993 E-mail: [email protected] URL: http://www.scsc.org Description: The Software Council of Southern California (SCSC) is a nonprofit trade organization representing the software, multimedia, and Internet industry in Southern California. The SCSC offers presentations, networking, and educational events; some specializing in e-business. Another activity of the SCSC is to serve as an advocate to enhance the local business climate for the software and Internet industries.

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SOFTWARE ASSOCIATION OF NEW HAMPSHIRE (SWANH) PO Box 760 Exeter, NH 03833 PH: (603)226-4480

SOFTWARE DEVELOPMENT FORUM (SDFORUM) 111 W St. John, Ste. 200 San Jose, CA 95113 PH: (408)494-8378 FX: (408)494-8383 E-mail: [email protected]

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Description: The Software Development Forum is a nonprofit organization connecting software professionals, entrepreneurs, venture capitalists, and industry professionals. The Forum provides educational programs and the opportunity to participate in a variety of special interest groups, including one focused on e-business. Newsletters, advisory meetings, and online discussion groups are also offered.

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SOFTWARE AND INFORMATION INDUSTRY ASSOCIATION (SIIA)

SPRINGFIELD AREA CHAMBER OF COMMERCE John Q. Hammons Enterprise Center 202 S John Q. Hammons Pkwy. PO Box 1687 Springfield, MO 65801-1687 PH: (417)862-5567 FX: (417)862-1611 E-mail: [email protected] URL: http://www.springfieldchamber.com Description: The Springfield Area Chamber of Commerce offers its member businesses e-commerce information through its E-Business Resource Center. This online resource center provides basic information on e-business topics and strategy.

1090 Vermont Ave. NW, 6th Fl. Washington, DC 20005 PH: (202)289-7442 FX: (202)289-7097 URL: http://www.siia.net Contact: Ken Wasch, President

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Members: 1200. Description: Made up of 1,200 member companies, the Software and Information Industry Association (SIIA) is a trade association for all companies that help form the digital economy. SIIA’s mission includes promoting the digital and software industry around the world, protecting the intellectual property rights of its members, supporting a beneficial legal environment, and serving as a resource to its member companies.

TAMPA BAY INTERNET CHAMBER OF COMMERCE (TBICC) 1978 Sandra Dr., Ste. 101 Clearwater, FL 33764 PH: (727)447-8399 FX: (727)442-6465 E-mail: [email protected] URL: http://www.ibmc.com/tbicc/ Contact: Terry C. Ratliff


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URL: http://www.center.org

Description: The Tampa Bay Internet Chamber of Commerce (TBICC) is a nonprofit organization created to provide Tampa Bay area businesses an opportunity to promote the Tampa Bay area on the Internet. TBICC offers its members opportunities to increase their businesses and to network with each other and visitors.

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SOVAM ul. Nezhdanova 2a 103009 Moscow, Russia PH: 7 95 2584170 FX: 7 95 2584160 E-mail: [email protected]

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Description: Promotes increased access to electronic mail services and the Internet. Makes available online services.

TCA - THE INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS ASSOCIATION SACRAMENTO VALLEY PO Box 278076 Sacramento, CA 95827-8076 PH: (916)845-4700 FX: (916)845-4700 E-mail: [email protected] Contact: Shirley Helford, Pres.

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SPARC INTERNATIONAL 2242 Camden Ave., Ste. 105 San Jose, CA 95124 PH: (408)558-8111 FX: (408)558-8108 E-mail: [email protected] URL: http://www.sparc.org Founded: 1988. Description: SPARC International is a member-funded organization providing trademark use and registrations, compliance testing, and information services to those committed to scalable processor architecture.

Founded: 1961. Revenue: US$1,000,000. Staff: 3. Members: 125. Description: A dynamic telecommunications and IT professionals association whose members come from both government and private industry. Seeks to: enhance professional standards within the communications industry; encourage and cause rapid and timely information exchange; establish and support academic and technical training programs for the benefit of members; offer the opportunity for the presentation of viewpoints on tariffs, rules, and rates;

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promote technological research. Awards: Member of the Year Publications: Networking Guide, New Connections.

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TELECOMMUNICATIONS INDUSTRY ASSOCIATION (TIA) 2500 Wilson Blvd., Ste. 300 Arlington, VA 22201 PH: (703)907-7700 FX: (703)907-7727 E-mail: [email protected] URL: http://www.tiaonline.org Contact: Matthew J. Flanigan, President Description: The Telecommunications Industry Association (TIA) is a trade association for the communications and information technology industry. The TIA sponsors trade shows, standards development and enabling e-business. TIA also provides a market-based forum for its members to exchange information and ideas.

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UNIFORM CODE COUNCIL, INC. (UCC) 7887 Washington Village Dr., Ste. 300 Dayton, OH 45459 PH: (937)435-3870 FX: (937)435-7317 E-mail: [email protected] URL: http://www.uc-council.org Contact: Barry H. Beracha, Chairman of the Board Description: The Uniform Code Council (UCC) is a not-forprofit organization dedicated to promoting multi-industry standards for product identification and electronic communication. The main goal of the UCC is to improve supply chain management. The UCC administers the Universal Product Code (UPC bar code) and has developed worldwide standards for identification codes and electronic commerce, which enable companies to increase efficiency while doing business around the world.

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UNIFORUM ASSOCIATION ❚ 205

TEXAS INTERNET SERVICE PROVIDERS ASSOCIATION (TISPA) PO Box 328 1091 Hwy. 71 Bastrop, TX 78602 PH: (512)919-7543 FX: (512)919-7591 E-mail: [email protected] URL: http://www.tispa.org Contact: David Gower, President Description: The Texas Internet Service Providers Association is a nonprofit organization that is dedicated to supporting the Internet industry in Texas. TISPA is committed to open, competitive Internet access and Internet services.

PO Box 3177 Annapolis, MD 21403 PH: (410)715-9500 TF: 800-333-8649 FX: (240)465-0207 E-mail: [email protected] URL: http://www.uniforum.org Contact: Alan Fedder, President Description: The Uniforum Association is a professional association for users, developers and vendors of open technologies. The Uniforum Association promotes the use and development of open technologies and shared industry standards.

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U.S. CHAMBER OF COMMERCE

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TUCSON CHAMBER OF COMMERCE 1615 H Street, NW Washington, DC 20062-2000 PH: (202)659-6000 E-mail: [email protected] URL: http://www.uschamber.org

465 W St. Mary’s Rd. Tucson, AZ 85701 PH: (520)792-1212 E-mail: [email protected] URL: http://www.tucsonchamber.org Description: The Tucson Chamber of Commerce represents, supports and promotes businesses in the Tucson area. The Tucson Chamber is dedicated to helping local businesses succeed in the age of the Internet through education, and lobbying elected officials on behalf of e-commerce businesses.

Description: The U. S. Chamber of Commerce is a nonprofit business federation of both large and small companies which is dedicated to the ideals of free enterprise. The U. S. Chamber offers many resources for e-commerce information and advocacy. Topics addresses include convergence, digital signatures, globalization, online privacy, and e-commerce taxation.

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UNITED STATES HISPANIC CHAMBER OF COMMERCE 2175 K St. NW, Ste. 100 Washington, DC 20037 PH: (202)842-1212 FX: (202)842-3221 E-mail: [email protected] URL: http://www.ushcc.com Description: The United States Hispanic Chamber of Commerce (USHCC) is an organization dedicated to promoting and supporting Hispanic businesses. USHCC has designated it a priority to provide accessible e-commerce educational programs and services to its members.

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URL: http://www.usiia.org Contact: Dave McClure, Pres. & CEO Founded: 1994. Revenue: US$300,000. Staff: 2. Members: 300. Description: Works to foster and promote the growth of online communication and electronic commerce worldwide through legislative advocacy and professional servies. Works with individuals and companies involved in the creation, management, and growth of computer-based, remote-access communication systems, including Internet and online services. Publications: AOP Code of Professional Standards, AOP News.

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U.S. INTERNET SERVICE PROVIDER ASSOCIATION (USISPA) 1330 Connecticut Ave. NW Washington, DC 20036 PH: (202)862-3816 FX: (202)261-0604 E-mail: [email protected] URL: http://www.cix.org Contact: Ron Teixeira

U.S. INTERNET COUNCIL (USIC) 1301 K Street, NW, Ste.350, East Tower Washington, DC 20005 PH: (202)789-8152 E-mail: [email protected] Founded: 1996. Description: Non-partisan educational resource for state and federal policy makers. Works to provide reliable information and analysis on Internet policy issues.


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Description: The U.S. Internet Service Provider Association (USISPA) serves as a forum for the ISP community to share information and develop best practices for handling legal and policy matters. While the USISPA has its focus on national issues, it will also examine both international and state legal and policy concerns.

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UNITED STATES INTERNET COUNCIL (USIC)

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UNIVERSITY CORPORATION FOR ADVANCED INTERNET DEVELOPMENT (UCAID)

1301 K St., NW Ste. 350, E Twr. Washington, DC 20005 PH: (202)789-8152 E-mail: [email protected] URL: http://www.usic.org

INTERNET 2

Description: The United States Internet Council (USIC) is a group that is committed to the growth and expansion of the Internet and Internet-related businesses. The USIC supports free speech, privacy and security online, self-governance and industry-driven standards, and government policy that does not hinder the growth of e-commerce and the Internet.

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1150 18th St., NW Ste. 1020 Washington, DC 20036 PH: (202)872-9119 E-mail: [email protected] URL: http://www.ucaid.edu Description: The University Corporation for Advanced Internet Development (UCAID) is a nonprofit alliance of academic institutions and businesses dedicated to providing leadership for advanced networking development. UCAID is key in the creation of Internet 2, applying advanced network applications and technology for research and education.

U.S. INTERNET INDUSTRY ASSOCIATION (USIIA) Box 212 5810 Kingstowne Center Dr., Ste. 120 Alexandria, VA 22315-5711 PH: (703)924-0006 FX: (703)924-4203 E-mail: [email protected]

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USA CHAMBER OF E-COMMERCE 273 Palisade Ave. Cliffside Park, NJ 07010 PH: (201)840-9880

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TF: (866)502-4963 FX: (201)840-9870 E-mail: [email protected] URL: http://www.usachamberofe-commerce.com Description: The USA Chamber of E-Commerce is a privately funded organization with a mission of being a resource for business services, contacts, education and global expansion. The USA Chamber of E-Commerce is committed to bringing the benefits of electronic commerce and the Internet to all people and nations in a responsible, ethical manner.

E-mail: [email protected] URL: http://www.vtchamber.com Contact: Christopher G. Barbieri, President Founded: 1950. Members: 1600. Description: The Vermont Chamber of Commerce is a business organization dedicated to creating a business climate conducive to growth. The Chamber sponsors an annual business exposition examining areas such as creating a world-class telecommunications system and using new technologies to improve business.

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USABILITY PROFESSIONALS ASSOCIATION (UPA)

88 Lotta Water Ln. Glasgow, VA 24555 PH: (540)258-2078 URL: http://www.vispa.org

230 East Ohio St., Ste. 400 Chicago, IL 60611-3265 PH: (312)596-5298 FX: (312)644-8557 E-mail: [email protected] URL: http://www.upassoc.org Founded: 1991. Members: 1600. Description: The Usability Professionals’ Association (UPA) is an association dedicated to enhancing the skills of its members and serving the best interests of the usability profession. Usability is the knowledge and study of how people interact with computers and software. The goals of the UPA include educating the general public about the profession and offering information and networking opportunities to usability professionals.

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USENIX ADVANCED COMPUTING SYSTEMS ASSOCIATION 2560 9th St., Ste. 215 Berkeley, CA 94710 PH: (510)528-8649 FX: (510)548-5738 E-mail: [email protected] URL: http://www.usenix.org Contact: Dan Geer, President

Description: The Virginia Internet Service Providers Alliance (VISPA) is an organization for Virginia’s Internet Service Providers. VISPA offers many services to its members including monitoring of regulatory issues, promotion of the industry, education of members and the public, and job placement service for industry professionals.

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A VIRTUAL SOLUTION Rt. 1 Box 275 Red Oak, OK 74563 PH: (918)753-2716 E-mail: [email protected] URL: http://www.avirtualsolution.com Description: A Virtual Solution is an organization for virtual assistants to network and gain information to grow their businesses. Virtual assistants work from their own offices and can provide a range of assistance by using the Internet to connect with clients.

Founded: 1975. Description: Usenix, the Advanced Computing Systems Association, is an organization for engineers, scientists, technicians, and system administrators working together on the leading edge of computing. Usenix offers student and professional programs, annual conferences, an online library, participation in standards efforts, and conferences on specific topics such as e-commerce.

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VERMONT CHAMBER OF COMMERCE PO Box 37 Montpelier, VT 05601 PH: (802)223-3443 FX: (802)223-4257

VIRGINIA INTERNET SERVICE PROVIDERS ALLIANCE (VISPA)

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VMEBUS INTERNATIONAL TRADE ASSOCIATION (VITA) PO Box 19658 Fountain Hills, AZ 85269 PH: (480)837-7486 E-mail: [email protected] URL: http://www.vita.com Founded: 1984. Description: The VMEbus International Trade Association (VITA) is a nonprofit trade organization dedicated to promoting open systems architecture. In addition to promoting its VMEbus, VITA’s mission includes supporting the concept of open technology and helping to develop standards.

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VOLUNTARY INTERINDUSTRY COMMERCE STANDARDS ASSOCIATION (VICS)

WAUKESHA AREA CHAMBER OF COMMERCE 223 Wisconsin Ave. Waukesha, WI 53186 PH: (262)542-4249 FX: (262)542-8068 E-mail: [email protected] URL: http://www.waukesha.org

Princeton Pike Corporate Center 1009 Lenox Dr., Ste. 202 Lawrenceville, NJ 08648 PH: (609)620-4590 FX: (609)620-1201 E-mail: [email protected] URL: http://www.vics.org Description: The Voluntary Interindustry Commerce Standards is an association whose goal is to improve the efficiency of the retail supply chain. VICS also works to increase product availability to the consumer by providing leadership in the development and implementation of volunteer standards, protocols, and guidelines.

Description: The Waukesha Area Chamber of Commerce is a business organization focused on improving the business climate and community in the Waukesha area. The Waukesha Chamber provides member discounts on products and services, networking, and educational events such as an EBusiness conference.

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WEB 3D CONSORTIUM

WASHINGTON ASSOCIATION OF INTERNET SERVICE PROVIDERS (WAISP)

c/o Anders Jepsen PO Box 2272 Orinda, CA 94563 PH: (925)254-3079 FX: (925)254-5740 E-mail: [email protected] URL: http://www.web3d.org

9445 37th Ave. SW Seattle, WA 98126 PH: (206)933-0169 FX: (206)935-1923 E-mail: [email protected] URL: http://www.waisp.org Contact: Gary Gardner, Executive Director Description: The Washington Association of Internet Service Providers (WAISP) is a self-governing trade association formed to support the interests of Washington state’s Internet Service Providers. Members include companies who provide commercial access to the Internet, or services for accessing the Internet.


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Description: The Web 3D Consortium is an organization that was formed to provide a forum for the creation of open standards for Web 3D specifications, and accelerate demand through these specifications. Web 3D applications can aid in visual understanding of complex 3 dimensional objects and enable new visual applications in e-business and engineering.

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WILLIAMSBURG CHAMBER OF COMMERCE

WASHINGTON SOFTWARE ALLIANCE (WSA) 2200 Alaskan Way, Ste. 390 Seattle, WA 98121 PH: (206)448-3033 E-mail: [email protected] URL: http://www.wsa1.org Contact: Kathleen P. Wilcox, President and CEO

PO Box 3620 Williamsburg, VA 23187 PH: (757)229-6511 TF: 800-368-6511 E-mail: [email protected] URL: http://www.williamsburgcc.com

Description: The Washington Software Alliance (WSA) is an alliance of software and Internet companies with a mission of promoting and enhancing the success of its members. The WSA offers its members peer networking, education, a purchasing cooperative, and advocacy for information technology issues in Washington.

Description: The Williamsburg Chamber of Commerce is a nonprofit organization serving member businesses throughout the Greater Williamsburg area. The Chamber provides leadership to strengthen the community’s economic base. An area of interest for the Williamsburg Chamber is e-commerce, a key issue in the current legislative survey.

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WIRELESS COMMUNICATIONS ASSOCIATION INTERNATIONAL (WCA)

WOMEN IN TECHNOLOGY INTERNATIONAL (WITI)

1140 Connecticut Ave. NW, Ste. 810 Washington, DC 20036 PH: (202)452-7823 FX: (202)452-0041 E-mail: [email protected] Contact: Andrew Kreig, Pres.

6345 Balboa Blvd., Ste. 257 Encino, CA 91316 PH: (818)342-9746 TF: 800-334-9484 FX: (818)342-9895 E-mail: [email protected] URL: http://www.witi.org Contact: Carolyn Leighton, Chairwoman and Founder

Founded: 1988. Staff: 12. Members: 500. Description: Principle nonprofit trade association representing the fixed wireless broadband industry. membership includes the fixed wireless broadband industry’s leading carriers, vendors, and consultants. Seeks to advance the interests of the wireless carriers that provide high-speed data, Internet, voice and video services on broadband spectrum through land-based towers to fixed reception/transmit devices in all broadband spectrum bands. Advocates for issues vital to the industry including auction rules, regulatory filings for flexible use, technical standards, protection against interference, and procompetitive rules for inside wiring, roof rights, and interconnection. Organizes annual business conference and exhibition devoted exclusively to fixed wireless broadband access, which includes data, voice, and video communications experts from around the world who discuss market strategies, emerging technologies, new applications, and financing and regulatory options. Awards: Golden Eagle Award Publications: Member Bulletin.

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Description: Women in Technology International (WITI) is an organization dedicated to advancing women through technology. WITI sponsors conferences and other educational events, offers business support to women entrepreneurs, and encourages the development of web-based tools, products and services. WITI also has a foundation that supports charitable programs, such as student scholarships.

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WORKFLOW MANAGEMENT COALITION (WFMC) 2436 N Federal Hwy., No.374 Lighthouse Point, FL 33064 PH: (954)782-3376 FX: (954)782-6365 E-mail: [email protected] URL: http://www.wfmc.org Contact: Layna Fischer, General Manager

WIRELESS DATA FORUM 1250 Connecticut Ave. NW, Ste. 800 Washington, DC 20036 PH: (202)736-3663 Description: Works to integrate the wireless and Internet communities; promotes industry development of m-commerce and the wireless Internet.

Founded: 1993. Members: 285. Description: The Workflow Management Coalition (WFMC) is a nonprofit organization of workflow users, vendors, and university and research groups. The WFMC’s goals include increasing value for customers through workflow technology, and expanding the market for workflow software through increasing awareness of workflow principles and technologies.

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WISCONSIN INTERNET SERVICE PROVIDERS (WISP)

WORKFLOW AND REENGINEERING INTERNATIONAL ASSOCIATION (WARIA)

c/o WSTA 6602 Normandy Ln. Madison, WI 53719 PH: (608)833-8866 E-mail: [email protected] URL: http://www.wi-isp.org

2436 N Federal Hwy. No.374 Lighthouse Point, FL 33064 PH: (954)782-3376 TF: 800-749-2742 FX: (954)782-6365 E-mail: [email protected] URL: http://www.waria.com

Description: The Wisconsin Internet Service Providers (WISP) is a trade organization committed to addressing issues of common interest to its members. Areas of concern for WISP include industry advocacy, infrastructure development, customer service and education.

Founded: 1992. Description: The Workflow and Reengineering International Association (WARIA) is an organization whose goal is to identify issues that are common to users of workflow, electronic commerce and those who are reengineering their companies. WARIA provides an opportunity

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23 different treaties dealing with aspects of intellectual property. Its web e-commerce web site offers information on WIPO’s intellectual property and e-commerce programs.

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WORLD-ECOMMERCE.COM

WORLD ORGANIZATION OF WEBMASTERS (WOW)

c/o Storm Computing Systems, Inc. PO Box 2306 349 W Georgia St. Vancouver, BC, Canada V6B3W5 PH: (604)899-6117 FX: (707)248-7480 E-mail: [email protected] URL: http://www.world-ecommerce.com

9580 Oak Ave. Pkwy., Ste. 7-177 Folsom, CA 95630 PH: (916)608-1597 FX: (916)987-3022 E-mail: [email protected] URL: http://www.joinwow.org

Description: World-Ecommerce.com is an online business community partnered with the Global Chambers of Commerce World Chambers Network. World-Ecommerce.com provides increased exposure and productivity for businesses, and can lower the cost of web operations.

Description: The World Organizations of Webmasters (WOW) is open to anyone interested in web design. WOW offers many educational courses, and is dedicated to fostering professional standards in web design and deployment. The mission of WOW also includes providing a forum for communication among web professionals and furnishing security, legal and marketing white papers to the industry.

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WORLD INFORMATION TECHNOLOGY AND SERVICES ALLIANCE (WITSA)


for professionals and academics to exchange ideas and clarify issues of business process management, electronic commerce, workflow and knowledge management.

WORLD WIDE WEB CHAMBER OF COMMERCE

1401 Wilson Blvd., Ste. 1100 Arlington, VA 22209 PH: (703)284-5333 FX: (617)687-6590 E-mail: [email protected] URL: http://www.witsa.org Contact: Allen Miller, Executive Director

WebChamber.com 17232 Pickwick Dr. Purcellville, VA 20132 PH: (703)783-0511 E-mail: [email protected] URL: http://www.webchamber.com

Description: The World Information Technology and Services Alliance (WITSA) is a global organization consisting of 46 information technology industry associations. WITSA is dedicated to advancing the industry’s growth and development, facilitating international information technology trade, sharing knowledge and information, and providing worldwide contacts for its members.

Members: 6500. Description: The World Wide Web Chamber of Commerce (WebChamber.com) is an international organization created to provide a meeting ground for businesses who use the Internet as their storefront. WebChamber.com has a mission of advancing the welfare of the Internet community, encouraging the growth of web-based businesses, and supporting an ethical, responsible business environment on the Internet.

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WORLD INTELLECTUAL PROPERTY ORGANIZATION (WIPO)

WORLD WIDE WEB CONSORTIUM (W3C) MIT Laboratory for Computer Science 200 Technology Sq. Cambridge, MA 02139 PH: (617)253-2613 FX: (617)258-5999 E-mail: [email protected] URL: http://www.w3.org/ Contact: Tim Berners-Lee, Director

2 United Nations Plz., Ste. 2525, New York, NY 10017 PH: (212)963-6813 FX: (212)963-4801 E-mail: [email protected] URL: http://www.wipo.org Description: The World Intellectual Property Organization (WIPO) is an international organization dedicated to protecting and promoting works of the human spirit. Headquartered in Switzerland, with an office in New York City, WIPO counts 179 nations among its members. WIPO administers

Description: The World Wide Web Consortium (W3C) was founded in 1994 by Tim Berners-Lee, who invented the Web in 1990; in conjunction with MIT, CERN, and with the support of U.S. Defense Advanced Research Project

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Agency and the European Commission. The W3C’s primary mission is to advance the technical operation of the Web through fostering interoperability and open discussion. Long-term goals include making the Web accessible to all, and guiding the development of the Web both technically and with consideration of the social and legal issues.

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WORLDWIDE INSTITUTE OF SOFTWARE ARCHITECTS (WISA) 2774 N Cobb Pkwy., Ste. 109-211 Kennesaw, GA 30152 PH: (404)786-9472 FX: (678)354-4237 URL: http://www.wwisa.org

TF: 800-380-7638 URL: http://www.peoplesoft.com Contact: Craig A. Conway, President and CEO Founded: 1985. Staff: 8000. Description: PeopleSoft Accelerated eBusiness Solutions delivers a complete suite of strategically bundled, fully integrated, rapidly implemented, and affordable software applications for small to mid-sized businesses. The components are internet products and implementation and training services.

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ACCELERATORS PERSONIFY, INC.

Description: The Worldwide Institute of Software Architects (WISA) is a nonprofit organization dedicated to promote the advancement of software architecture. WISA offers educational programs and information to its members and their clients.

114 Sansome St., Ste. 300 San Francisco, CA 94104 PH: (415)782-2050 TF: 888-277-6348 FX: (415)544-0318 E-mail: [email protected] URL: http://www.personify.com Contact: Barry Wright, CEO and President Founded: 1996. Staff: 180. Description: Personify primarily deals in Accelerators—focused solutions that provide answers at every stage of e-business growth. Accelerators provide insight to move business to the next level—whether generating traffic, reducing shopping cart abandonment, building cross-sell promotions for effective merchandising or driving increased lifetime value across multiple audience segments.

COMPUTER SOFTWARE ❚ 242

ABLECOMMERCE 4.0 ABLE SOLUTIONS CORPORATION

20216 NE 190th Ave Battle Ground, WA 98604 PH: (360)253-4142 TF: 888-801-1333 FX: (360)253-2136 E-mail: [email protected] URL: http://www.ablecommerce.com

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ACCEPTIT! V.2.0 (AHG) ALEX HEIPHETZ GROUP INC.

Founded: 1995. Description: AbleCommerce 4.0 is a fully customizable real-time electronic commerce shopping system. It incorporates an online store building utility that simplifies multiple store management. All system-level and merchant-level administration runs entirely from a web browser. With AbleCommerce 4.0, the user can create and update product inventory in real-time while using the built-in inactivate and preview features necessary for areas in construction. The use has the ability to manage tens-of-thousands of products or just one. A relational (hierarchical) database allows inventory to be organized into unlimited levels of categories for easy page-by-page navigation.

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ACCELERATED EBUSINESS PEOPLESOFT

4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: AcceptIt! v.2.0 is a program to create resume/classifieds sites, on-line communities or any type of site where users can both enter and search information. It has the ability for the user to enter any kind of information, the user to change his entry using login or password, and users can search/browse existing entries. It is most useful for Classified Ads sites, Professional Directories, Home Page Builders, Resume/Job Posting areas, or MatchMaker sites. Additional modules are available with AcceptIt! as well. They are an Advanced search module which provides more search options than standard AcceptIt!, allowing for creation of drill-down menus for browsing data, an Image upload module which allows users to upload/delete images for their listing via the browser, and a Password reminder module which sends forgotten login information in an email.

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payables, inventory control and barcode printing, serial number tracking, general ledger, reports and graphs, customer’s and vendor’s RMA’s, point-of-sale features, shipping manifests, credit card processing, job costing, contact management, bulk e-mail, extensive security, powerful online shopping cart, online account management, business-to-business e-commerce, and more. As an integrated e-commerce and accounting suite for e-business Accware is ideal for small to mid-sized businesses. No HTML, ASP or any other web design tool required.

ACCOUNT MANAGER CLICK COMMERCE, INC.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Account Manager gives the user and channel partners the power to retrieve, update and manage critical transaction data, such as invoices, credits, payments, claims and rebates. It allows individual channel partners to search their account status and make payments, while others can reconcile their accounts using criteria that are controlled in real-time. In addition, this application lets the user and partners track program contracts and promotions, as well as rebate status and history. Previously time-consuming administrative tasks are transformed into self-service functions available directly through the marketplace. By allowing customers and partners to manage their own accounts and access common reference information significantly reduces the cost and resources necessary or maintaining basic customer support.

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ACCWARE ONLINE ICODE INC.

5160 Parkstone Dr., Ste. 190 Chantilly, VA 20151 PH: (703)961-8100 TF: 800-382-0725 FX: (703)961-8200 E-mail: [email protected] URL: http://www.icode.com Founded: 1991. Staff: 300. Description: Accware Online is used to build, deploy and maintain the entire web store and all related functionality. It integrates with the existing accounting package and cannot function in isolation. It also seamlessly integrates web sales with other business processes.


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ACCOUNTING FOR WINDOWS COUGAR MOUNTAIN SOFTWARE

7180 Potomac Dr., Ste. D Boise, ID 83704 TF: 800-388-3038 FX: (208)375-4460 E-mail: [email protected] URL: http://www.cougarmtn.com

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A.C.E. OSI CODES INC.

Founded: 1982. Staff: 65. Description: This is software for business wanting an accounting system. The core modular package is designed to meet the basic accounting needs for small to midsize companies. The core package may be expanded as business needs change. The software provides a secure audit trail for the accountant as well as several levels of security so the sales staff, manager and accountant will only have access to the information that is authorized. An add-on module for e-commerce any many other speciality applications are available for purchase with it.

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11 West 82nd St. New York, NY 10024 TF: 800-840-6004 E-mail: [email protected] URL: http://www.osicodes.com Founded: 1999. Description: Web based project management tool written in PHP with MySQL database. Create tasks, assign team members and discuss ideas with project specific discussion boards. A.C.E also is a complete Intranet system with calendar, contact database, schedules, announcements, notes, and much more. Login in and keep the system open during working hours. A.C.E. will notify the user of events, lets the user know who is online, and will be readily available should the user need to search contacts, upload medial files or reference a project.

ACCWARE ICODE INC.

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5160 Parkstone Dr., Ste. 190 Chantilly, VA 20151 PH: (703)961-8100 TF: 800-382-0725 FX: (703)961-8200 E-mail: [email protected] URL: http://www.icode.com

ACENZA FOR FINANCE FILENET CORPORATION

Founded: 1991. Staff: 300. Description: This client/server based system includes: sales and receivables, purchases and

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO

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Founded: 1982. Staff: 1800. Description: Acenza for Finance is a suite of process management solutions for the various segments within the financial services industry to improve operating efficiency, reduce process time, and increase customer satisfaction.

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ACENZA FOR GOVERNMENT

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ACENZA PAYABLES FILENET CORPORATION


FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Acenza for Government is a suite of Web-enabled, business process automation applications for the Government industry that are designed to increase efficiency, improve accuracy, and ensure client satisfaction through improved case and process management. Acenza for Government applications are intended for government agencies and departments that utilize processes to manage complete cases or individual documents especially in the areas of: Health and Human Services, Tax Processing, Justice, eChange (DOT, Transportation, Public Works), Human Resources, and Certification (Accreditation, Certification, Licensing, and Permitting).

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ACENZA FOR INSURANCE

Founded: 1982. Staff: 1800. Description: Acenza Payables streamlines the accounts payable process, allowing the Accounting staff to handle more invoices; quickly, easily and accurately. Invoices presented in paper, fax or electronic form are captured, filed securely, and routed for data entry and approval automatically. A Web interface allows status checking and approval of invoices to be deployed costeffectively across the enterprise and to business partners. Acenza Payables adopts a configuration approach, reducing the time and cost of implementing a new accounts payable solution. However, Acenza’s flexible eBusiness applications framework allows the solution to be configured to specific needs now, and in the future as the business changes.

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ACS COLLABORATION APPLICATIONS ARSDIGITA

80 Prospect St. Cambridge, MA 02139 PH: (617)386-4100 FX: (617)354-8581 E-mail: [email protected] URL: http://www.arsdigita.com

FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Acenza for Insurance is a suite of business process automation products designed for the PandC insurance industry. It is comprised of Web-enabled business process templates designed for Web enabling claims, new business submissions, and customer service. It combines FileNET’s in-depth knowledge of the insurance industry with solid technology to manage the flow of work both inside and outside insurance organizations. Acenza for Insurance has numerous out-of-the-box capabilities that allow for the rapid deployment of Webenabled processes into a business. Qualified professionals work with the team to ensure a quick and customized implementation that requires little or no involvement on the part of the IT staff. There are three core processes that Acenza for Insurance specifically supports: convenient and rapid claims processing, new business processing, and improved customer service.

Founded: 1997. Description: ACS Collaboration Applications are fully integrated components of the ArsDigita Community System (ACS) that provide synchronous and asynchronous collaborative functionality for Web solutions. These applications can be used individually or together to enable group, project, and user-to-user collaboration, and are available for use within any Web solution built using ACS.

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ACS COMMERCE ARSDIGITA

80 Prospect St. Cambridge, MA 02139 PH: (617)386-4100 FX: (617)354-8581 E-mail: [email protected] URL: http://www.arsdigita.com Founded: 1997. Description: With commerce functionality and workflow capabilities, ACS Commerce allows businesses to create rapidly deployed, fully customized, and easily maintained Web sites and services.

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real time data caches for supplier/customer/employee portals.

ACS CONTENT MANAGEMENT SYSTEM ARSDIGITA


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ACTINIC BUSINESS ACTINIC SOFTWARE LTD

Founded: 1997. Description: ACS Content Management System (CMS) is a fully integrated component of the ArsDigita Community System that provides end-to-end functionality for managing Web content. Offering scalability and extensibility, ACS CMS allows establishment of clearly defined roles and the creation and management of workflow processes to meet the needs of any production environment and any size organization.

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ACS CORE PLATFORM ARSDIGITA


Locke King House 2 Balfour Rd. Weybridge KT138HD, United Kingdom PH: 44 0 845 129 4888 FX: 44 0 1932 871001 E-mail: [email protected] URL: http://www.actinic.com Founded: 1996. Description: Actinic Business includes a product catalog, a shopping cart, online ordering and payment capabilities, advanced security, and order processing features all within a single, turnkey solution that can be customized with a range of design and theme templates. Additionally, Actinic Business offers several business-tobusiness features, such as customer account management, customized pricing schedules, and inventory monitoring. Business is a value-priced solution designed to grow with a business, easily supporting over 10,000 products.


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ACTINIC CATALOG

Founded: 1997. Description: ACS Core Platform provides a modular platform of generic services that are essential to build next generation web applications. These generic services form the common requirements of almost all Web applications, and they include: representing people and relationships, controlling access to functionality and data, managing content, and managing processes.

ACTINIC SOFTWARE LTD

Locke King House 2 Balfour Rd. Weybridge KT138HD, United Kingdom PH: 44 0 845 129 4888 FX: 44 0 1932 871001 E-mail: [email protected] URL: http://www.actinic.com Founded: 1996. Description: Actinic Catalog is a complete e-store solution designed specifically to enable small- to medium-sized businesses to deploy B2C e-commerce. This powerful software solution offers a range of features and functionality to build, design, and manage a sophisticated online store.

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ACTAWORKS ACTA TECHNOLOGY, INC.

1667 Plymouth St. Mountain View, CA 94043-1203 PH: (650)230-4200 FX: (650)230-4201 E-mail: [email protected] URL: http://www.acta.com Contact: Carol Mills Baldwin, President and CEO

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ACTINIC DEVELOPER ACTINIC SOFTWARE LTD

Founded: 1996. Staff: 200. Description: ActaWorks is the foundation of the only batch and real time data integration platform capable of large-scale data movements and transformations between a variety of SCM, ERP, eCommerce, BI, CRM, and legacy systems. With its features and rapid deployment capabilities, ActaWorks enables companies to accelerate their ability to enhance operational efficiencies through the ability to make faster, more informed decisions; improve customer satisfaction; and increase revenues and profits by leveraging their data for a competitive advantage. Enterprises Use ActaWorks for: application-to-application integration requiring large-scale data movement and transformation, data warehousing, operational data stores, and

Locke King House 2 Balfour Rd. Weybridge KT138HD, United Kingdom PH: 44 0 845 129 4888 FX: 44 0 1932 871001 E-mail: [email protected] URL: http://www.actinic.com Founded: 1996. Description: Actinic Developer offers a set of easy to use and flexible tools to enable internet professionals to create highly functional ecommerce sites on behalf of their clients. Offers multiple, unlimited site creation and licensing, plus integration with Macromedia Dreamweaver

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enabling the identification and modification of Actinic design templates.

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Specifically designed for the unique requirements of marketfacing commerce, Actional Marketplace Control Broker is an integration platform that brings ease of use to e-Marketplace integration and management, while significantly reducing the time, cost and complexity of deployment.

ACTINIC LINK ACTINIC SOFTWARE LTD

Locke King House 2 Balfour Rd. Weybridge KT138HD, United Kingdom PH: 44 0 845 129 4888 FX: 44 0 1932 871001 E-mail: [email protected] URL: http://www.actinic.com Founded: 1996. Description: Actinic Link provides twoway integration between Actinic’s ecommerce software and supported accounting packages. Includes the export of orders directly from an Actinic ecommerce application into an accounts application, and the update of customer account, stock level and product information directly from the accounts application to Actinic.

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ACTIONAL COMMERCE CONTROL BROKER ACTIONAL CORP.

701 N Shoreline Blvd. Mountain View, CA 94043 TF: 800-808-2271 FX: (650)254-4101 E-mail: [email protected] URL: http://www.actional.com Contact: John Orcutt, CEO Founded: 1996. Staff: 135. Description: Actional Commerce Control Broker is an integration platform that brings ease of use to e-Commerce integration and management. Actional Commerce Control Broker integrates e-Commerce applications at the customer data level, nearest the point of interaction, with no need for additional middleware and time-consuming custom hand-coding.

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ACTIONAL MARKETPLACE CONTROL BROKER ACTIONAL CORP.

701 N Shoreline Blvd. Mountain View, CA 94043 TF: 800-808-2271 FX: (650)254-4101 E-mail: [email protected] URL: http://www.actional.com Contact: John Orcutt, CEO Founded: 1996. Staff: 135. Description: Actional Marketplace Control Broker provides a fast track to integrating eMarkeplace touch points by providing control of enterprise business services from within the application center itself.

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ACTIONWORKS COORDINATOR ACTION TECHNOLOGIES, INC.

1301 Marina Village Pkwy., Ste. 100 Alameda, CA 94501-1028 PH: (510)521-6190 TF: 800-967-5356 FX: (510)769-0596 URL: http://www.actiontech.com Contact: Bill Welty, CEO and Chairman of the Board Founded: 1983. Description: Coordinator is designed to reduce the cycle times and cost associated with the delivery of custom goods, services, and programs. Coordinating people’s decisions and actions in business critical interactions across departmental and corporate boundaries collapses cycle times in key value chain elements such as new product design, customer support and contract negotiations. Working collaboratively with suppliers, employees, partners and customers creates enduring relationships that increase customer satisfaction and switching costs. Coordinator manages this human-side of collaboration; where processes and projects rely on people’s inventions, innovations and improvisations rather than clearly defined, repetitive tasks.

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ACTIONWORKS METRO ACTION TECHNOLOGIES, INC.

1301 Marina Village Pkwy., Ste. 100 Alameda, CA 94501-1028 PH: (510)521-6190 TF: 800-967-5356 FX: (510)769-0596 URL: http://www.actiontech.com Contact: Bill Welty, CEO and Chairman of the Board Founded: 1983. Description: ActionWorks(R) Metro is an e-process application platform. For the CIO or senior business executive who must rapidly automate and continuously improve the business processes that drive e-commerce initiatives, Metro empowers the user to own the total customer relationship by enabling customer interactions and by managing resolutions across enterprise boundaries. Metro provides a closed-loop, customer-centric, business interaction model that supports adaptive processes which enable the user to acquire, service and satisfy customers online. The ActionWorks(R) Metro software suite provides fast-timeto-solution for organizations automating customer interaction and resolution processes.

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(if used in conjunction with search engine), and the program keeps ads statistics and generates graphical, html and e-mail reports.

ACTIONWORKS PROCESS BUILDER ACTION TECHNOLOGIES, INC.

1301 Marina Village Pkwy., Ste. 100 Alameda, CA 94501-1028 PH: (510)521-6190 TF: 800-967-5356 FX: (510)769-0596 URL: http://www.actiontech.com Contact: Bill Welty, CEO and Chairman of the Board

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ADLISTER MONSTER SOFTWARE INC.

Founded: 1983. Description: ActionWorks Process Builder is an e-process design and application development tool. Process Builder, available in two versions, provides an integrated process design and application assembly environment that enables rapid deployment and continuously improves the customer-driven e-processes that support online business needs. Through powerful process mapping software and a set of powerful application development services, the Process Builder enables the user to rapidly design, analyze, develop, and as business conditions change, enhance the e-process solutions that support strategic business objectives.

743 Moaniala St. Honolulu, HI 96830 TF: (808)373-1211 FX: (208)575-9517 E-mail: [email protected] URL: http://www.monstersoftware.com Description: AdLister is a classified ad database that updates product, pricing and contact information via a management system interface. Create or edit advertisements and search for existing ads via numerous search criteria.

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ADMINISTRATION

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NETVENDOR INC.

ADAPTER API

3525 Piedmont Rd., NE, Bldg. 6, Ste. 700 Atlanta, GA 30305 PH: (404)836-7836 TF: 800-953-7836 FX: (404)836-6680 E-mail: [email protected] URL: http://www.netvendor.com Contact: Sean McCloskey, President and CEO

ASK JEEVES INC.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO Description: The Adapter API allows corporate IT, systems integrators and consultants to access the increasing number of corporate information sources. With the Adapter API, new connections into structured and unstructured data within enterprise applications, databases, web services and Internet resources can be easily created. The Adaptor API also comes with sample code and documentation to quickly get started creating needed Adapters.

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Founded: 1996. Description: Administration software helps manufacturers reduce the barriers to doing business and open the gates to efficiency. At the same time, it helps them protect these important assets from falling into the wrong hands through powerful administration capabilities that provide security and control. Access Control capabilities manage how proprietary information is presented and distributed and to whom, providing complete control over the workspace. Through Audit and Event Tracking, E.MBRACE monitors how key business processes are achieved. Such insight gives companies the flexibility they need to quickly adapt processes to meet changes in their business environment.

ADGENIE (AHG) ALEX HEIPHETZ GROUP INC.

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com

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ADVANCED ORDER CONFIGURATOR J.D. EDWARDS

Founded: 1995. Description: AdGenie can add, update, renew and review current ads through html forms, and display ads as part of HTML pages, in a separate frame or on the pages produced by CGI programs on the fly. Ads automatically expire after specified amount of days or impressions or clicks through, users can specify various parameters for ads display, such as day(s) of the week, time intervals, pages at the site, domain name extension, keywords

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: Advanced Order Configurator turns product selection and configurator into a collaborative selling experience. Customers and sales professionals

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can explore product options together to determine the desired configurator or be automatically guided through the product selection process. The interface, feedback, and visual display engage the customer in the ordering process. Seamless integration to the fulfillment system ensures that the right product can be delivered at the right time

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URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President Founded: 1995. Staff: 289. Description: Agile Buyer is an e-commerce solution that allows efficient communication and collaboration with suppliers, sharing price, inventory, and contract information in order to speed up and lower the cost of procuring direct materials. Any supplier with access to the Internet and e-mail can participate.

AFFILIATES PROGRAM ABLE SOLUTIONS CORPORATION

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AGILE EHUB AGILE SOFTWARE CORP.

Founded: 1995. Description: foresite design’s Affiliates Program is a seamless plugin to AbleCommerce 2.x. Once installed it is completely accessible through AbleCommerce Administration, both from an Administrator level, assigning licenses to each individual store, and a merchant level. It handles inputting and updating affiliates, automatically sending the appropriate links to affiliates and viewing reports on referral fees earned by affiliates. Once installed, anyone not very familiar with AbleCommerce will not be able to tell the plugin from the native program.

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President Founded: 1995. Staff: 289. Description: Agile eHub is comprised of one or more Agile eHub Servers - Product Change Server, Product Definition Server, AML Server, or iFS - and scales up and down the e-supply chain to accommodate the needs of partners of all sizes. Agile eHub Servers provide specific functionality to define, change, and manage product content information.

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AGILE ANYWHERE

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AGILE SOFTWARE CORP.

AGILE PRODUCT CHANGE MANAGEMENT

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President Founded: 1995. Staff: 289. Description: Agile Anywhere is an XML-based network of linking applications, that enables partners to share and collaborate on accurate and instantaneous product content information whether they own Agile software or not. Agile Anywhere enables supply chain partners to manage product content information, publish that information to supply chain partners, and collaborate on product content with partners with 96 percent in real time on the Internet.


1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President Founded: 1995. Staff: 289. Description: Product Change Management automates and streamlines the product change process, enabling users to create and approve changes online. Supply chain partners can access Agile Product Change Management to collaborate with other partners in real time throughout the product change process. This shortens change cycle times, lowers engineering costs, reduces time and cost in the manufacturing process, and improves productivity in the engineering change review and approval process.

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AGILE BUYER AGILE SOFTWARE CORP.

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected]

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ALLEGIANCE TRIVERSITY INC.

3550 Victoria Park Ave., Ste. 400 Toronto, ON, Canada M2H2N5 PH: (416)791-7100

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ANALYTICS ASK JEEVES INC.

Founded: 1990. Description: The Allegiance family of products data-mining capabilities provide a complete customer relationship management (CRM) solution for retailers in all segments. The Allegiance family of solutions includes the following: Allegiance Customer Loyalty which is available in three versions to suit the level needed to collect and analyze customer data: Allegiance Customer Management, Allegiance Market Basket without Customer, and Allegiance Market Basket with Customer. It also has Allegiance Kiosk which is promotion delivery via in-store kiosks based on customer specific information, merchandise information, and any demographic or promotional objectives. Lastly, is features Allegiance On-Line which is promotion delivery to consumers in a real-time basis, in-store and on the Internet.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO Description: Jeeves Solutions offers an Analytics module, which gives companies reports and question tracking capabilities. Optimized for Business Objects and Crystal Decisions, JeevesOne Analytics completes the customer information retrieval cycle by enabling enterprises to analyze and act upon unconstrained feedback gathered from user interactions. JeevesOne Analytics is included in JeevesOne Standard and Enterprise and as an add-on module to JeevesOne Search. Analytics include 15 report templates containing 107 views as well as the ability to conduct ad-hoc inquiries.

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ALLIANCE MANAGER PEREGRINE SYSTEMS INC.

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3611 Valley Centre Dr. San Diego, CA 92130 PH: (858)481-5000 TF: 800-638-5231 FX: (858)481-1751 E-mail: [email protected] URL: http://sdweb02.peregrine.com Contact: Stephen P. Gardner, Chairman and CEO

ANSWERSITE


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TF: 888-287-4629 FX: (416)791-7101 E-mail: [email protected] URL: http://www.triversity.com

SERVICEWARE TECHNOLOGIES, INC.

Founded: 1981. Description: Alliance Manager (Sourced in Extricity) is a software server that supports the design and execution of business processes, manages the integration of back-end systems, and coordinates interactions with external organizations and business partners. It provides a management environment for real-time visibility and control over the flow of information and the execution of business processes among groups of businesses and their existing IT systems.

29 Emmons Dr., C-80 Princeton, NJ 08540 PH: (609)452-0804 FX: (609)514-4291 URL: http://www.serviceware.com Contact: Kent Heyman, President and Cheif Exectutive Officer Founded: 1991. Staff: 280. Description: AnswerSite is an intelligent, user-friendly self-service solution that quickly and inexpensively provides customers and employees with instant access to customer service and technical support answers.

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ARIA ENTERPRISE 5.0

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MACROMEDIA

ALLOCATION

600 Townsend St. San Francisco, CA 94103 PH: (415)252-2000 TF: 800-470-7211 FX: (415)626-0554 E-mail: [email protected] URL: http://www.macromedia.com

STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: Allocation, a part of the merchandising function and the Connected Plan product suite, divides purchase orders, warehouse stock, or incoming shipments into store allotments down to the level at which they are picked and shipped. Retailers typically interface Allocation output with the vendor-ordering process or the retailers own distribution facility.

Founded: 1992. Staff: 1400. Description: Macromedia Aria Enterprise 5.0 analyzes online business events by collecting the highest value information, moving beyond traditional Web traffic measurement to include marketing campaign results, e-commerce events, and business-to-business metrics. The solution is also integrated with Macromedia Dreamweaver software to more easily build intelligence for measurement and analysis into content as it is authored.

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ARIBA BUYER

ARIBA MARKETPLACE

ARIBA INC.

ARIBA INC.

807 11th Ave. Sunnyvale, CA 94089 PH: (650)390-1000 E-mail: [email protected] URL: http://www.ariba.com Contact: Robert M. Calderoni, President and CEO

807 11th Ave. Sunnyvale, CA 94089 PH: (650)390-1000 E-mail: [email protected] URL: http://www.ariba.com Contact: Robert M. Calderoni, President and CEO

Founded: 1996. Staff: 1300. Description: Ariba Buyer is a software that can help to buy goods or services, including both indirect and direct materials, track travel costs and other expenses, or help in analyzing strategic spend. The application gives management full visibility and control of all procurement, increasing compliance and reducing spending. Ariba Buyer allows buyers to redirect their purchasing to enterprise procurement portals and allows access to thousands of suppliers.

Founded: 1996. Staff: 1300. Description: Ariba Marketplace aligns buyers, suppliers, and commerce service providers into seamless trading communities making the process more cost effective. The marketplaces are quick and highly configurable.

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ATG CONSUMER COMMERCE SUITE ART TECHNOLOGY GROUP

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ARIBA COMMERCE SERVICES NETWORK ARIBA INC.

807 11th Ave. Sunnyvale, CA 94089 PH: (650)390-1000 E-mail: [email protected] URL: http://www.ariba.com Contact: Robert M. Calderoni, President and CEO Founded: 1996. Staff: 1300. Description: Ariba is delivering and developing a set of commerce services, both directly and through a partnership with other service providers. These services range from baseline interoperability and directory services to specialty services such as online payment, logistics and dynamic trade.

25 First St., 2nd Fl. Cambridge, MA 02141 PH: (617)386-1000 FX: (617)386-1111 E-mail: [email protected] URL: http://www.atg.com Contact: Paul Shorthose, CEO, President, and Director Founded: 1991. Staff: 500. Description: ATG Consumer Commerce Suite offers flexible and complete online environment for promoting and selling products and services to consumers. It has the power to implement business rules, receive instant market feedback, and test promotions, prices, and product offerings directly in the hands of your business team.

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ATG DATA ANYWHERE ART TECHNOLOGY GROUP

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ARIBA DYNAMIC TRADE ARIBA INC.

807 11th Ave. Sunnyvale, CA 94089 PH: (650)390-1000 E-mail: [email protected] URL: http://www.ariba.com Contact: Robert M. Calderoni, President and CEO Founded: 1996. Staff: 1300. Description: Ariba Dynamic Trade is a fully integrated auction and exchange application. The solution allows market participants to trade based on a broad range of factors, including price, product quality, payment terms, service levels and delivery options. Ariba Dynamic Trade supports market makers with functionality appropriate to any industry, a simple user interface, and a flexible architecture that quickly allows new users to initiate and manage industry markets.

25 First St., 2nd Fl. Cambridge, MA 02141 PH: (617)386-1000 FX: (617)386-1111 E-mail: [email protected] URL: http://www.atg.com Contact: Paul Shorthose, CEO, President, and Director Founded: 1991. Staff: 500. Description: ATG’s exclusive Data Anywhere Architecture provides trouble-free, highperformance access to all information. ATG Data Anywhere Architecture is a technology for accessing and aggregating enterprise data across an organization for use in online CRM applications. It is specifically designed to support high-volume, personalized Web sites that make extensive use of dynamic content from disparate data sources. By providing a single interface for interacting with many different kinds of data sources, ATG Data Anywhere Architecture removes the complexities of data access, lowering total cost of ownership and providing a single view of information.

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ATG DYNAMO BUSINESS INTEGRATOR

ATG ENTERPRISE COMMERCE SUITE

ART TECHNOLOGY GROUP


25 First St., 2nd Fl. Cambridge, MA 02141 PH: (617)386-1000 FX: (617)386-1111 E-mail: [email protected] URL: http://www.atg.com Contact: Paul Shorthose, CEO, President, and Director


Founded: 1991. Staff: 500. Description: The ATG Dynamo Business Integrator (DBI) is the backbone of a cohesive online operation. It incorporates all the power of the ATG Dynamo Application Integrator to allow for painless integration between Dynamo and a broad range of enterprise applications - plus tools that enable the integration of systems and business processes outside company boundaries.

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Founded: 1991. Staff: 500. Description: ATG Enterprise Commerce Suite possesses personalized commerce functionality for both consumer and business transactions, including workflow and approval, business payment methods, customer-specific product catalogs, targeted promotions, and more. By serving as a single commerce platform on which to conduct business, the Enterprise Commerce Suite enables delivery of more efficient interactions and consistent customer service while reducing infrastructure and support costs.

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ATG DYNAMO CUSTOMER MANAGEMENT SUITE

ATG ENTERPRISE PORTAL SUITE ART TECHNOLOGY GROUP



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25 First St., 2nd Fl. Cambridge, MA 02141 PH: (617)386-1000 FX: (617)386-1111 E-mail: [email protected] URL: http://www.atg.com Contact: Paul Shorthose, CEO, President, and Director Founded: 1991. Staff: 500. Description: Dynamo Customer Management Suite lets you maximize your business relationships and build your business. Through its customer management capabilities, the ATG Dynamo Customer Management Suite achieves the goal of any relationship strategy: to convert browsers into customers and turn interest into loyalty.

Founded: 1991. Staff: 500. Description: ATG Enterprise Portal Suite is a complete, end-to-end portal solution for maximizing relationships with your customers, partners, and employees. Built on the ATG e-Business Platform, the Portal Suite unites ATG’s relationship management capabilities with portal functionality.

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AUCTIONBUILDER ABLE SOLUTIONS CORPORATION


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ATG DYNAMO E-BUSINESS PLATFORM ART TECHNOLOGY GROUP

25 First St., 2nd Fl. Cambridge, MA 02141 PH: (617)386-1000 FX: (617)386-1111 E-mail: [email protected] URL: http://www.atg.com Contact: Paul Shorthose, CEO, President, and Director Founded: 1991. Staff: 500. Description: Scenario Personalization gives an array of relationship management tools to deliver personalized content, analyze and understand customers better, and purposefully build better customer relationships.

Founded: 1995. Description: AuctionBuilder enables users to build world-class online auctions and exchanges that can be fully customized for any commerce application and selling in hours. Whether targeting a Customer-to-Customer (C2C) auction, a Business-to-Customer (B2C) auction, or a Business-to-Business (B2B) exchange, AuctionBuilder provides the tools critical to success. Some features are: browser-based auction building and administration, full support for B2B, B2C, and C2C Auctions, customizable templates enable rapid site deployment, modular framework for

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ease of navigation, unparalleled flexibility with the source code option.

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AUDITWORKS

and integrates phone, fax and e-mail orders. eTailrep provides clients with the ability to customize products, promotions, prices, volume discounts, billing, shipping and more by trade channel or other defined customer groups. Customers can track order status, history, automate reorders, update account information, distribute orders to multiple locations, check inventory status and their latest sales order trends.

STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com

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B2B INTEGRATOR CLICK COMMERCE, INC.

Founded: 1972. Description: AuditWorks is an all-in-one paperless tool that helps to detect problems earlier, at store level, and attack loss prevention right at the source. As a paperless sales audit solution, AuditWorks first builds a datamart of POS transactions and then continually audits and validates data as it is passed to enterprise applications. AuditWorks also integrates to third-party payment services, simplifies tax audits, manages customer vouchers, and queries the transaction datamart to provide information about store operations.

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AUTORENDER PRO DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: AutoRender Pro is an automation server that generates PDF and HTML renditions of content stored in the Documentum repository. With AutoRender Pro, users can automate the process of creating Webready renditions to keep all content versions synchronized.

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B2B COMMERCE - ETAILREP PAR AVANCE INC.

4450 Arapahoe Ave., Ste. 100 Boulder, CO 80303 PH: (303)447-0878 FX: (303)447-9257 E-mail: [email protected] URL: http://www.paravance.com Contact: Susan Rampson, President

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: B2B Integrator enables the exchange of business information and transaction data in real time from machine-to-machine between enterprise IT systems and the back-end systems of channel partners.The application provides complete control and visibility through e-business operations across this extended enterprise, allowing the user, partners and partners’ customers to raise operational efficiency, forge closer relationships with each other and respond rapidly to changing business conditions.

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BEA ELINK BEA SYSTEMS, INC.

2315 N 1st St. San Jose, CA 95131 PH: (408)570-8000 TF: 800-817-4232 FX: (408)570-8901 URL: http://www.beasys.com Contact: Alfred S. Chuang, Founder, President, CEO Founded: 1995. Description: BEA eLink is an integration platform for customers with C/C environments. It offers performance, scalability, and high availability to handle critical enterprise-class integration requirements. It integrates existing legacy applications with customer-focused e-commerce and business-to-business initiatives.

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BEA TUXEDO BEA SYSTEMS, INC.

Founded: 1996. Description: eTailRep enables a manufacturer or distributor to sell online to their business customers and handle back-end fulfillment. eTailRep automates and web-enables a clients’ entire sales effort, handling orders directly from customers, salespeople, customer service reps

2315 N 1st St. San Jose, CA 95131 PH: (408)570-8000 TF: 800-817-4232 FX: (408)570-8901 URL: http://www.beasys.com Contact: Alfred S. Chuang, Founder, President, CEO

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integration, business process management, and B2B integration functionality for the enterprise. It is based on a standardsbased, build to integrate approach that enables companies to rapidly develop, deploy, and integrate new Web and wireless applications, streamline complex business processes, and connect with business partners.

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BEA WEBLOGIC JAVA ADAPTER FOR MAINFRAME

BEA WEBLOGIC COLLABORATE BEA SYSTEMS, INC.

BEA SYSTEMS INC.



Founded: 1995. Description: BEA Weblogic Collaborate is an open, standards-based business-to-business (B2B) platform for the rapid creation, management and integration of online trading exchanges, supply chain management, and collaborative commerce initiatives.

Founded: 1995. Description: BEA WebLogic Java Adapter for Mainframe(tm) provides bi-directional, online requestresponse integration between Java applications and IBM CICS or IMS applications. This product supports a wide range of business transactions. BEA WebLogic Java Adapter for Mainframe provides a consistent environment for both Java application developers and mainframe programmers.


Founded: 1995. Description: BEA Tuxedo is a proven platform for building easy-to-manage e-commerce systems that enable businesses to quickly launch new products and services. It is a reliable and scalable application infrastructure platform that can connect all types of users, while integrating corporate data and applications in a flexible endto-end e-commerce solution.

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BEA WEBLOGIC ENTERPRISE BEA SYSTEMS INC.

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BEA WEBLOGIC PORTAL BEA SYSTEMS INC.

Founded: 1995. Description: BEA WebLogic Enterprise enables businesses to launch e-commerce initiatives quickly and offers a flexible environment with component-based development. It is a unified application infrastructure platform built around the core an application server that is integrated seamlessly with the functions of Portal, Integration, System Management, Security, and Development and Deployment.

2315 N 1st St. San Jose, CA 95131 PH: (408)570-8000 TF: 800-817-4232 FX: (408)570-8901 URL: http://www.beasys.com Contact: Alfred S. Chuang, Founder, President, CEO Founded: 1995. Description: BEA WebLogic Portal(tm) simplifies, personalizes, and lowers the cost of access to information, applications, and business processes. BEA WebLogic Portal enables the enterprise by delivering a fully integrated e-business platform including a portal framework with portal foundation services, personalization and interaction management, intelligent administration, and integration services.

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BEA WEBLOGIC INTEGRATION BEA SYSTEMS INC.

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BEA WEBLOGIC PROCESS INTEGRATOR BEA SYSTEMS INC.

Founded: 1995. Description: BEA WebLogic Integration is a single solution delivering application server, application


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Founded: 1995. Description: BEA WebLogic Process Integrator is a business process design studio and workflow engine for BEA WebLogic Application Servers that automates workflow and supports e-business processes.

and connect components, data, and application business logic, while insulating the complexities of the J2EE architecture.

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BEA WEBLOGIC SERVER 7.0 BEA SYSTEMS INC.


BIZMANAGER BIZCONNECT IPNET SOLUTIONS

4100 Newport Pl., Ste. 800 Newport Beach, CA 92660 PH: (949)476-4455 TF: (866)476-3848 FX: (949)476-4454 E-mail: [email protected] URL: http://www.ipnetsolutions.com Contact: Michael J. Simmons, CEO

Founded: 1995. Description: BEA WebLogic Server(tm) 7.0 is certified J2EE 1.3-compliant and implements the latest in Web Services standards. Leveraging the latest standards gives developers access to the newest advancements, facilitates product interoperability, and provides investment protection for those using the standards. It enables businesses to launch e-commerce initiatives rapidly and offers a flexible environment with component-based development.

Founded: 1996. Staff: 130. Description: BizConnect is a solution for secure data exchange with a limited number of supply chain partners. BizConnect leverages the Internet to eliminate the cost of value-added network (VAN) fees and labor-intensive paper processes delivering immediate returns.

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BIZMANAGER BIZLINK

BEA WEBLOGIC SERVER EXPRESS

IPNET SOLUTIONS

BEA SYSTEMS INC.

4100 Newport Pl., Ste. 800 Newport Beach, CA 92660 PH: (949)476-4455 TF: (866)476-3848 FX: (949)476-4454 E-mail: [email protected] URL: http://www.ipnetsolutions.com Contact: Michael J. Simmons, CEO

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2315 N 1st St. San Jose, CA 95131 PH: (408)570-8000 TF: 800-817-4232 FX: (408)570-8901 URL: http://www.beasys.com Contact: Alfred S. Chuang, Founder, President, CEO Founded: 1995. Description: BEA WebLogic Express delivers a scalable platform for serving content and data to web and wireless applications. Allows developers to create interactive and transactional e-business applications or provide presentation services for existing applications.

Founded: 1996. Staff: 130. Description: IPNet BizManager BizLink is a software for business-to-business connectivity. BizLink leverages the Internet and industry standards architecture to enable an entire community of supply chain partners, from Global 2000 organizations to one-man operations, to electronically exchange information. No more paper, fax transactions, or value-added network (VAN) charges.

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BEA WEBLOGIC WORKSHOP BEA SYSTEMS INC.

2315 N 1st St. San Jose, CA 95131 PH: (408)570-8000 TF: 800-817-4232 FX: (408)570-8901 URL: http://www.beasys.com Contact: Alfred S. Chuang, Founder, President, CEO Founded: 1995. Description: BEA WebLogic Workshop(tm) is an integrated development framework that allows all application developers to create, test, and deploy Web Service applications on the BEA WebLogic Enterprise Platform(tm). BEA WebLogic Workshop provides a unified development platform that allows developers to easily build

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BIZWEB IPNET SOLUTIONS

4100 Newport Pl., Ste. 800 Newport Beach, CA 92660 PH: (949)476-4455 TF: (866)476-3848 FX: (949)476-4454 E-mail: [email protected] URL: http://www.ipnetsolutions.com Contact: Michael J. Simmons, CEO Founded: 1996. Staff: 130. Description: BizWeb is a Web browser solution that enables small partners to easily send

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proactively communicate with partners via multimedia campaigns. And, it allows the user to easily manage portals and other touch points to reach an unlimited number of international audiences.

BIZWORKS

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INTERBIZ

BLUE MARTINI COMMERCE

1 Computer Associates Plz. Islandia, NY 11749-7000 PH: (631)342-6000 TF: 800-997-9014 E-mail: [email protected] URL: http://interbiz.com

BLUE MARTINI SOFTWARE, INC.

Founded: 1976. Staff: 18000. Description: BizWorks integrates all information assets, building on existing investments to provide a single unified view of the business without requiring the replacement of the individual systems that manage transactions. It supports secure information exchange with customers, partners and suppliers.

2600 Campus Dr. San Mateo, CA 94403 PH: (650)356-4000 TF: 800-258-3627 FX: (650)356-4001 URL: http://www.bluemartini.com Contact: Monte Zweben, Chairman and CEO Founded: 1998.

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BLUE MARTINI MANUFACTURING SOLUTION

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BIZWORKS PORTAL

2600 Campus Dr. San Mateo, CA 94403 PH: (650)356-4000 TF: 800-258-3627 FX: (650)356-4001 URL: http://www.bluemartini.com Contact: Monte Zweben, Chairman and CEO

INTERBIZ

1 Computer Associates Plz. Islandia, NY 11749-7000 PH: (631)342-6000 TF: 800-997-9014 E-mail: [email protected] URL: http://interbiz.com Founded: 1976. Staff: 18000. Description: BizWorks Portal serves as a tool for streamlining and improving interactions with clients and vendors, allowing businesses to control the look, feel and information content for each business partner. BizWorks Portal is patterned after familiar Internet portals, so users need very little training.

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BLUE MARTINI CHANNELS


and receive transactions with a company that is using BizManager BizLink. BizWeb is a solution for moving non-EDI partners to a paperless environment.

Founded: 1998. Description: Blue Martini Manufacturing ensures that, no matter which mode of customer service is used, it will be easy to conduct business. The solution builds on other applications for e-commerce, e-marketing, channel management, and customer service, extending each with functionality designed specifically for manufacturers. Because Blue Martini Manufacturing is built for the way products are sold, there isn’t time wasted adapting software to fit business needs. This software encorporates catalog and content management, marketing needs, commerce, channels and customer service to make business transactions smoother.


2600 Campus Dr. San Mateo, CA 94403 PH: (650)356-4000 TF: 800-258-3627 FX: (650)356-4001 URL: http://www.bluemartini.com Contact: Monte Zweben, Chairman and CEO

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BLUE MARTINI MARKETING BLUE MARTINI SOFTWARE, INC.

Founded: 1998. Description: Blue Martini Channels is a complete channel management solution for maximizing revenues from channel partners and online marketplaces. This application enables for interaction with partners more efficiently and cost effectively. It allows for easy creation of partner portals that provide resellers with all of the information and tools they need to sell products. The application gives the ability to distribute fresh leads, so that partners immediately act upon opportunities. It enables the user to

2600 Campus Dr. San Mateo, CA 94403 PH: (650)356-4000 TF: 800-258-3627 FX: (650)356-4001 URL: http://www.bluemartini.com Contact: Monte Zweben, Chairman and CEO Founded: 1998. Description: Blue Martini Marketing is a comprehensive solution for customer analysis and marketing automation. Both B2B and B2C companies use the software to create a unified picture of customers, analyze customer

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behavior for patterns and insights, and implement those insights through personalization and outbound marketing.

FX: (408)557-9058 URL: http://www.broaddaylight.com Contact: Louise Kirkbride, Founder, President, and CEO

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Founded: 1997. Description: Broad Mind is a software application that lets the user answer questions instantly on his Web site, reducing inbound emails and phone calls. With Broad Mind, a company can answer a question once and then deliver that answer to prospects, customers or sales force on a self-service basis via internal and external Web sites, 24/7. Broad Mind manages the back-end routing of emails, editorial approval, HTML publishing, and workflow. It is designed as a standalone application, perfect for individual business units or departments within a company. Broad Mind can be hosted by Broad Daylight or installed on a company server.

BLUE MARTINI RETAIL CRM SOLUTION BLUE MARTINI SOFTWARE, INC.

2600 Campus Dr. San Mateo, CA 94403 PH: (650)356-4000 TF: 800-258-3627 FX: (650)356-4001 URL: http://www.bluemartini.com Contact: Monte Zweben, Chairman and CEO Founded: 1998. Description: Blue Martini Retail solutions help customers to come back to the store, to the point of sale, on the Web, or to a call center. Blue Martini built all of its actionable CRM applications on top of an integrated Customer Engine that ‘‘remembers’’ each customer, including analytic conclusions and optimal marketing actions. The Customer Engine works by collecting data from all channels (including POS), segmenting and scoring customers with integrated analytics, and delivering real-time profile of each customer available to actionable CRM applications. The Customer Engine is also able to select optimal content that is appropriate for both the receiving customer and the receiving device.

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BRIGHTSPIRE FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Brightspire is a customizable total business integration framework that accelerates the development of applications such as eProcurement and collaborative selling, rapidly increasing the productivity of supply chains and expediting the sales cycle. Some features are: improves satisfaction by enabling selfservice for customers and business partners, delivers a higher return on investment by enabling collaborative commerce, increases sales opportunities by offering more sophisticated services and products online, lowers total cost of ownership because it is platform independent and made up of many reusable components, making it easy to deploy, and streamlines operations by collaborating more profoundly with supply chain partners.

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BROAD MIND BROAD DAYLIGHT, INC.

1171 Homestead Rd., Ste. 250 Santa Clara, CA 95050 PH: (408)551-4740

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BROAD NETWORK BROAD DAYLIGHT, INC.

1171 Homestead Rd., Ste. 250 Santa Clara, CA 95050 PH: (408)551-4740 FX: (408)557-9058 URL: http://www.broaddaylight.com Contact: Louise Kirkbride, Founder, President, and CEO Founded: 1997. Description: Broad Network lets users provide answers from multiple knowledge bases from any point on the Web site, intranet, or extranet. This gives individual business units the ability to manage and control their own QandA content; while giving customers, partners, or employees self-service access to answers from multiple knowledge bases. Serving answers globally to customers or employees eliminates the need to answer duplicate questions in each knowledge base. Broad Network also lets the user to distribute copies of the master Broad Mind knowledge base to multiple Web properties, each with a customizable look-and-feel.

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BROAD SEARCH BROAD DAYLIGHT, INC.

1171 Homestead Rd., Ste. 250 Santa Clara, CA 95050 PH: (408)551-4740 FX: (408)557-9058 URL: http://www.broaddaylight.com Contact: Louise Kirkbride, Founder, President, and CEO Founded: 1997. Description: Broad Daylight provides a natural language engine that’s optimized for answering questions on a corporate Web site. The recently introduced product, Broad Search, is a result of many customers wanting an extension of Broad Mind’s natural language search functions across their enterprises. Broad Search is an advanced, enterprise-class search engine which provides the main search, spidering, and retrieval capabilities for a Web site, online product databases, and other document libraries. It can be deployed as an integrated ‘‘meta search’’ capability, or as

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BSTREAMZ MANUGISTICS INC.

2115 E Jefferson St. Rockville, MD 20852-4999 PH: (301)984-5000 TF: 877-331-0728 FX: (301)984-5370 E-mail: [email protected] URL: http://www.manugistics.com Contact: Gregory J. Owens, Chairman and CEO

agents. BuddyScript Server provides every component required to operate an agent, including IM network connectivity, message routing, data access, message formatting, user and session management, and detailed tracking. BuddyScript Server’s scalable architecture supports virtually unlimited usage and has been proven by the success of SmarterChild, ActiveBuddy’s showcase agent running on AOL’s AIM network.

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BUGSEYE CATALOG AND FINDING ENGINE REQUISITE TECHNOLOGY, INC.

Founded: 1969. Staff: 866. Description: Manugistics bstreamz solutions create an environment for intelligent decision-making for clients’ market-specific trading networks. Manugistics adds intelligence to e-commerce transactions by providing global visibility and optimizing critical business processes such as forecast sharing, procurement, order commitments, trading partner analytics, and automated exception management.

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BUDDYSCRIPT SDK ACTIVEBUDDY INC.

24 W 25th St., 5th Fl. New York, NY 10010 PH: (646)486-8700 FX: (646)486-8701 URL: http://www.activebuddy.com Contact: Stephen Klein, CEO

10955 Westmoor Dr., Ste. 100 Westminster, CO 80021 PH: (303)474-2200 FX: (303)474-2211 E-mail: [email protected] URL: http://www.requisite.com Contact: Robert King, Chairman and CEO Founded: 1993. Description: BugsEye Catalog and Finding Engine is a patented e-catalog engine and finding technology that drives end-user adoption. Helps buyers actually find the products and services they’re looking for. In leading marketplaces, supplier portals and Global 2000 procurement applications, BugsEye works like an interactive store clerk and quickly leads the buyer to the right item. When buyers find items easily, fulfillment replaces frustration across the supply chain-and transactions are completed.


a search engine for a specific task or portion of a site (like Hilton’s ‘‘hotel locator’’).

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BUSINESS TO BUSINESS ONLINE ORDERING SYSTEM NEXTERNAL

Founded: 2000. Description: BuddyScript SDK is a software development kit enabling developers to build interactive agents on the ActiveBuddy platform. BuddyScript is a simple but powerful language for scripting interactive agents. The BuddyScript SDK includes an integrated development environment, documentation and sample source code. Hundreds of man-years of testing and development have contributed to this language, which was used to create popular interactive agents such as SmarterChild, LindsayBuddy and RingMessenger.

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BUDDYSCRIPT(TM) SERVER

785 Grand Ave. Carlsbad, CA 92008 PH: (760)730-9015 TF: 800-914-6161 FX: (760)730-9031 E-mail: [email protected] URL: http://www.nexternal.com Description: The Nexternal Business to Business Online Ordering System has all of the features of the business to consumer store, but is restricted to those customers to whom access is granted. The products and prices in the business to business store can be the same as or different from those in the business to consumer store. Whether it is distributors or sales reps placing orders, this module will make the order entry portion of any business significantly more efficient.

ACTIVEBUDDY INC.

24 W 25th St., 5th Fl. New York, NY 10010 PH: (646)486-8700 FX: (646)486-8701 URL: http://www.activebuddy.com Contact: Stephen Klein, CEO

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BUSINESS TO CONSUMER ONLINE STORE NEXTERNAL

Founded: 2000. Description: BuddyScript(TM) Server is an end-to-end software solution for deploying interactive

785 Grand Ave. Carlsbad, CA 92008 PH: (760)730-9015 TF: 800-914-6161

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FX: (760)730-9031 E-mail: [email protected] URL: http://www.nexternal.com

BUSINESS INTELLIGENCE J.D. EDWARDS

Description: The Nexternal Business to Consumer Online Store excels in ease of use. The store features a shopping cart that is always visible on screen (customers will never lose track of selected items) and maintains a running total. A smart navigation feature allows customers to easily move both forward and backward throughout the order process without ever re-entering information. The system also supports several different methods of discounting.

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BUSINESS INTEGRATION SUITE SEEBEYOND

404 E Huntington Dr. Monrovia, CA 91016 TF: 800-425-0541 E-mail: [email protected] URL: http://www.seebeyond.com Contact: James Demetriades, CEO, President and Founder Founded: 1989. Staff: 700. Description: Business Suite fulfills the promise of eBusiness Integration (eBI) by providing all the required functionality for eBusiness: scalable and comprehensive application integration (e.g., A2A and B2B), complete business process management, trading partner management and security. The completely unified SeeBeyond Business Integration Suite enables companies to visualize and manage business processes that orchestrate underlying system specific integration logic that connects, integrates and optimizes business operations across the enterprise and trading network. The SeeBeyond Business Integration Suite has been developed to center on business processes in order to provide an integration solution that first streamlines business from end-to-end, then drills down into the next level of detail for application integration, data transformation, routing and messaging by generating the necessary technical components that manage the transformation and flow of information.

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: The Business Intelligence solution is an end-to-end collaborative solution that includes pre-defined metrics and reports measuring the most critical business processes within an organization. The result is a solution that delivers insight into an organization’s performance. It works to answer questions relating to goal performance, inventory trends, and customer service levels.

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BUSINESS INTELLIGENCE FOR CRM J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: Business Intelligence for CRM enables users to derive insight from raw transactional data across the enterprise, providing them with context and meaning. it then expresses that information in a graphical dashboard environment to show how to drive the business towards best in class. Business Intelligence for CRM enables users to track key performance indicators, such as: identify top customers, margin analysis by customer, order, product, or sales representative, top sales performers, revenue by sales territory, what products are selling and which are not, and customer order trends.

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BUSINESS PROCESS RULES SUPPORT

BUSINESS INTELLIGENCE

CHECKFREE I-SOLUTIONS

SYNGISTIX

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com Contact: Scotte C. Hudsmith, President and CEO Founded: 1976. Description: Syngistix Business Intelligence provides reporting and analysis. Business transactions (sales, purchases, transfers) are collected in a separate data store, organized to maximize processing of analysis information. Business Intelligence from Syngistix is integrated with both XPDT and X!TE.

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO Founded: 1981. Description: The CheckFree i-Series Business Process Rules Support module can equip business customers with tools to facilitate the review and approval of invoices and simplify payment processing. BPRS allows customers to set monetary approval thresholds, access online invoices from a master or sub-account level, and dispute invoices at the line item level. Individual user profiles outline the approved actions each person can take (i.e., view bill,

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URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO Founded: 1995. Description: C-mail’s patent pending technology capabilities include direct search and retrieval, as well as the ability to access, update, and ‘‘check in/out’’ documents, all without leaving e-mail. These new features are offered in addition to the e-mail capabilities already built into Intraspect solutions, including the ability to send ‘‘tell people’’ notifications, contribute documents to personal folders, and set up, capture and store discussion threads. Authentication and authorization features ensure enterprise security for e-mail transactions and support all existing email clients without requiring any additional software download.

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BUYER CONTENT MANAGER PEREGRINE SYSTEMS INC.


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Founded: 1981. Description: Buyer Content Manager is a Web-based tool that allows purchasing experts to review and approve (or reject) incoming catalog data from suppliers. The tool offers multiple selection and filter criteria to enable the purchasing manager to review catalog data changes and approve them.

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BUYTREK SOLUTION BUYTREK

1123 Zonolite Rd., Ste. 26 Atlanta, GA 30306 PH: (404)873-1616 FX: (404)873-1548 E-mail: [email protected] URL: http://www.buytrek.com Founded: 1999. Staff: 23. Description: BuyTrek can generate valuable data about customers - what they like, where they shop, and how to satisfy them.The TrekBar provides users with a one-stop shop for their essential information and the advantage of cash-back shopping. The company brand is constantly seen along side the popular sites customers enjoy. It allows for broadcasting new services, adding new content and making life easier on the Web. The information customers want and use is always one click away from the company brand. Buy Trek provides the ability to have dialogue with customers, 1-to-1,real-time. The Trek AlertTM,an Internet-based messaging and alerts application, allows for customization and delivers information and offers users want to see. The network and back-end solutions provide the Internet infrastructure needed to manage campaigns, track effectiveness and send personalized alerts that the customers themselves define.

CAMPAIGN ADVANTAGE COMPUTING SYSTEMS, INC.

3850 Ranchero Dr. Ann Arbor, MI 48108 PH: (734)327-3600 FX: (734)327-3620 E-mail: [email protected] URL: http://www.advantagecs.com Founded: 1979. Description: Campaign Advantage defines a campaign as a set of promotions linked together for the purpose of tracking and analyzing sales of the items being promoted. Any criteria may be used to link promotions, and the items can be any combination of magazines and/or products. Extensive promotion analysis features provide all the data needed to determine the results of the effort. Other features include the ability to: streamline data entry, enter custom ‘‘upsell’’ scripts to prompt operators to promote additional items, offer premium sets, set up frequent buyer programs and sweepstakes, and view on-line flash counts by promotion and campaign.


accept line items, dispute line items, approve line items). Email notification of the review/approval status speeds the process and minimizes the need for follow up calls.

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CARTMONSTER MONSTER SOFTWARE INC.

743 Moaniala St. Honolulu, HI 96830 TF: (808)373-1211 FX: (208)575-9517 E-mail: [email protected] URL: http://www.monstersoftware.com Description: The CartMonster shopping cart/database software has many enhancements and is customer friendly. It is graphical or textual as needed, and provides easily customizable and scalable viewing for products. It has customiizable database search features and is ‘‘frames friendly’’.

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C-MAIL SERVICES INTRASPECT

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200 FX: (650)869-6000 E-mail: [email protected]

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CARTVIEWER LIVEPERSON, INC.

462 7th Ave., 21st Fl. New York, NY 10018 PH: (212)609-4200

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FX: (212)609-4201 E-mail: [email protected] URL: http://www.liveperson.com Contact: Robert LoCascio, CEO and Chairman Description: CartViewer allows viewing a web site through the eyes of the customers. See customers searching for products, adding items to their shopping cart, progressing through the check out process. CartViewer works with all static and dynamic pages-Shopping Carts, Loan Configurators, and search results. CartViewer is easy and quick to implement and is available with LivePerson Pro

FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: Either via telephone or an ecommerce site, Catalog Manager takes orders, looks into inventory, determines what’s on hand, reserves merchandise, and authorizes credit cards. Catalog Manager integrates with the enterprise customer datamart, e-commerce, and inventory system.

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CATALOG MANAGER

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CATALOG MANAGEMENT SOLUTIONS MRO SOFTWARE INC.

100 Crosby Dr. Bedford, MA 01730 PH: (781)280-2000 E-mail: [email protected] URL: http://www.mro.com Contact: Chip Drapeau, President and CEO Founded: 1968. Staff: 904. Description: MRO Software’s Enterprise Catalog Management solutions help suppliers and end users by lowering the creation and maintenance costs while increasing the quality of product information required for e-Business, speeding time to market for suppliers and search time for end users.

PEREGRINE SYSTEMS INC.

3611 Valley Centre Dr. San Diego, CA 92130 PH: (858)481-5000 TF: 800-638-5231 FX: (858)481-1751 E-mail: [email protected] URL: http://sdweb02.peregrine.com Contact: Stephen P. Gardner, Chairman and CEO Founded: 1981. Description: Catalog Manager a search and find engine for high-volume catalogs. Its functionality and retrieval performance are specifically tailored for the use in e-Procurement scenarios. The Catalog Manager interfaces with Get-Resources, Ariba Buyer and SAP EBP.

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CFO PORTAL

CATALOG MANAGER

PEOPLESOFT

CLICK COMMERCE, INC.

4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000 TF: 800-380-7638 URL: http://www.peoplesoft.com Contact: Craig A. Conway, President and CEO

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Catalog Manager enables the user to create, search and effectively manage complex product and document catalogs. This application helps companies bolster product positioning, provide crossselling opportunities and make accurate product comparisons. Catalog Manager provides marketplace owners with unlimited product exposure because the entire channel- including resellers and customers-gets information that meets their specific needs. By maximizing product exposure and optimizing the personalized data that channel partners receive, chances are enhanced for generating new revenue.

Founded: 1985. Staff: 8000. Description: The PeopleSoft CFO Portal solution allows tracking of key performance areas of the business. It is designed to provide powerful business intelligence and creates a single point of access to critical information, enabling business and finance managers to act as CFOs for their areas of responsibility. Features include: Get instant access to analyze detailed actual versus budget reports, links to financial statements, and more; Monitor performance areas including sales pipeline, cash position, purchasing commitments, and day’s sales outstanding; obtain information from external sources, including streaming stock ticker data and benchmark rates.

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CGATE SECURE

CATALOG MANAGER

FIRST ATLANTIC COMMERCE LTD.

STS SYSTEMS

Par-La-Ville Pl. Ground Floor 14 Par-La-Ville Rd. Hamilton 08, Bermuda

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448

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CHANNEL MARKET MANAGER CLICK COMMERCE, INC.

Founded: 1998. Description: cGate(R)Secure software connects the merchant’s server directly to the First Atlantic Commerce cGate(R) system. cGate(R)Secure secures the information throughout the transaction using advanced, customised encryption technology, at a minimum of 256-bits.

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CGATE(R)SECUREBATCH FIRST ATLANTIC COMMERCE LTD.

Par-La-Ville Pl. Ground Floor 14 Par-La-Ville Rd. Hamilton 08, Bermuda PH: (441)296-5598 FX: (441)295-6855 E-mail: [email protected] URL: http://www.firstatlanticcommerce.com Founded: 1998. Description: cGate(R)SecureBatch permits merchants to submit batches of Internet-based transactions simultaneously with the click of a mouse. For billing services such as ISPs, online magazines and newsletters, online investments sites and other subscription or membership based services, a large number of transactions can be processed with one step, eliminating administration time and costs.

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CGATE(R)SECURECART FIRST ATLANTIC COMMERCE LTD.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Channel Marketing Manager helps a business generate, maintain and maximize channel partner loyalty by driving strong sales leads and delivering personalized, targeted content seamlessly to channel partners and customers. Channel Marketing Manager has the ability to increase the effectiveness of every interaction with channel partners and customers by providing them with the precise tools and content they need to maintain profitable relationships. Channel Marketing Manager strengthens relationships, boosts brand awareness and maximizes profitable behavior throughout the entire channel. Channel Marketing Manager will help to avoid unnecessary marketing costs by pinpointing the right partners and customers for campaigns, promotions, literature and product catalogs -improving both effectiveness and efficiency. Support costs are significantly reduced, while expenses from waste and errors are practically eliminated through online fulfillment and self-service for the channel partners.


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PH: (441)296-5598 FX: (441)295-6855 E-mail: [email protected] URL: http://www.firstatlanticcommerce.com

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CHANNEL MARKETING INTERWORLD CORP.

41 E 11th St., 11th Fl. New York, NY 10003-4602 PH: (212)699-3630 FX: (212)699-3645 E-mail: [email protected] URL: http://www.interworld.com Contact: Allan R. Tessler, Chairman and CEO Founded: 1995. Staff: 350. Description: InterWorld’s Channel Marketing application supports a range of pricing rules including contract, cost, tiered and channel-based pricing as well as many types of discounts and promotions. This flexible capability allows Commerce Exchang to adapt to internal pricing practices and recognize relationships with purchasing agents. Another prominent feature is a search engine, which ensures that customers can find the exact product they are seeking.

Par-La-Ville Pl. Ground Floor 14 Par-La-Ville Rd. Hamilton 08, Bermuda PH: (441)296-5598 FX: (441)295-6855 E-mail: [email protected] URL: http://www.firstatlanticcommerce.com Founded: 1998. Description: cGate(R)SecureCart provides the option of hosting the payment page on First Atlantic Commerce’s secure web server, saving time and technical infrastructure needed to develop a secure payment page on the site. The service can interface with most existing Internet storefronts to enable credit and debit card transactions, provided the site is SSL compatible. The cGate(R)SecureCart payment page is designed to look and feel like the rest of the web site, and the transition between the merchant’s server and the First Atlantic Commerce server is seamless and secure

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CHANNEL SALESPERFORMER FIREPOND, INC.

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO

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Founded: 1983. Description: Channel SalesPerformer is a web-based selling system to increase selling effectiveness by brokers, dealers, partners or agents. It also streamlines channel management activities, including lead management, product information updates and guided sales support.The product can be centrally managed. Pricing and customer information can define how, and to what extent, that information is distributed to channels. The indirect channels get a tool to use to gain control of and insight into, channel activity in order for products to be easier to sell.

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CLAIMS MANAGER CLICK COMMERCE, INC.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Claims Manager provides customers and channel partners with customer service by transforming aftermarket processing into a streamlined, self-service process. This versatile application helps to effortlessly manage warranty information, including registration, verification, tracking, and warranty. Empowering clients and channel partners by allowing them to submit and track warranty claims online, Claims Manager shrinks warranty processing time while expanding revenue opportunities through online aftermarket purchases and extended warranties. Additionally, the solution manages return requests, easing material goods’ reverse journey and cutting excess paperwork costs.

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CLARUS AUCTIONS

TF: 800-437-0734 FX: (770)291-8599 E-mail: [email protected] URL: http://www.claruscorp.com Contact: Steve Jeffery, Chairman, President and CEO Founded: 1992. Staff: 192. Description: ClarusContent offers services such as: access to content from any source, complex data transformation, and quick supplier enablement. It is a comprehensive offering of content management services for e-commerce. These services leverage sophisticated aggregation technology to provide access to content from any source, advanced parametric searching, dynamic contract management, and rapid supplier enablement. It offers Level 3 rationalized content and other complex data transformation services that enable customers to search and compare similar products quickly and easily.

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CLARUS SETTLEMENT CLARUS CORP.

3970 Johns Creek Ct. Suwanee, GA 30024 PH: (770)291-3900 TF: 800-437-0734 FX: (770)291-8599 E-mail: [email protected] URL: http://www.claruscorp.com Contact: Steve Jeffery, Chairman, President and CEO Founded: 1992. Staff: 192. Description: Clarus Settlement(tm) is an e-business solution that delivers automated, global payment settlement capabilities to generate revenue, settle payments, register fees, collect fees and provide electronic payment presentment.

CLARUS CORP.

3970 Johns Creek Ct. Suwanee, GA 30024 PH: (770)291-3900 TF: 800-437-0734 FX: (770)291-8599 E-mail: [email protected] URL: http://www.claruscorp.com Contact: Steve Jeffery, Chairman, President and CEO Founded: 1992. Staff: 192. Description: Clarus Auctions are out-of-the-box auctions that are fully customizable auction types that quickly enable rule-based pricing capabilities. It has wireless capabilities that access from anywhere and can let the user receive alerts and view or bid on any auction type through a wireless device such as a cell phone.

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CLARUS CONTENT CLARUS CORP.

3970 Johns Creek Ct. Suwanee, GA 30024 PH: (770)291-3900

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CLARUS VIEW CLARUS CORP.

3970 Johns Creek Ct. Suwanee, GA 30024 PH: (770)291-3900 TF: 800-437-0734 FX: (770)291-8599 E-mail: [email protected] URL: http://www.claruscorp.com Contact: Steve Jeffery, Chairman, President and CEO Founded: 1992. Staff: 192. Description: Clarus View provides prepackaged Key Performance Indicators (KPIs) that allow for comprehensive analysis of the procurement activity in four critical areas: financial, supplier performance, commodity, and process analysis. Through graphical analysis of personalized KPIs, the user has the ability to quickly begin analyzing what is spent.

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towards those with a better return-saving money, time and resources.

CLASSIFIED ADS SOFTWARE BIZNIZWEB INC.

25227 Grogan’s Mill Rd., Ste. 225 The Woodlands, TX 77380 PH: (281)367-4016 FX: (281)292-1870 URL: http://www.biznizweb.com Contact: Allen Kintigh, Chairman

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COGNOS ACCESS MANAGER COGNOS CORP.

Founded: 1995. Description: The Classified Ad software performs a variety of eBusiness functions and can provide many revenue streams. Online submissions and authorized member self-publishing reduce collection and publishing costs. Date sensitive ads are automatically removed each day. Banner advertising can be targeted by page and by category and automatic emails are sent when classifieds expire.

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CLEARCOMMERCE FROM ATG ART TECHNOLOGY GROUP


67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: Cognos Access Manager delivers enterprise-wide security that allows IT to control user access to all content in any business intelligence application. Access Manager provides a centralized security repository for both internal and external users, giving IT central control over all intranet and collaborative extranet business intelligence applications. Access Manager addresses two critical aspects of information security: authentication-or logon-security and authorization security.


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COGNOS ARCHITECT COGNOS CORP.

Founded: 1991. Staff: 500. Description: ClearCommerce from ATG is a software that integrates with ATG commerce applications that reliably and economically hosts online payment processing within a firewall.

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CLICKPERFORMANCE CLICK COMMERCE, INC.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: ClickPerformance is an intuitive data analysis tool that gives a penetrating insight into activity in the marketplace at anytime. By allowing the user to analyze activities, such as purchase behavior, certification, claims, service calls, etc. across the entire marketplace, ClickPerformance furnishes the user with the critical business intelligence needed to better manage partner and customer performance. Also, with its interactive view of previously concealed marketplace activity, ClickPerformance uncovers metrics and revenue streams to continuously improve partner and customer activity. By allowing for calculation on the return of investment on each trading partner, ClickPerformance can determine how effective each spent marketing dollar is. With this information, money spent on less productive projects can be redirected

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: Cognos Architect delivers shared metadata. It addresses the need for common enterprise-wide business intelligence management by providing a central place to create and manage all business intelligence metadata and business rules. With the metadata service, a single metadata model can be created that spans all enterprise data sources and all enterprise BI applications. The result is an accurate and consistent data view across the enterprise, and a common foundation for information sharing on an enterprise scale. This is accomplished through a breakthrough three-tiered architecture that isolates the business rules from the data sources and the end applications.

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COGNOS DECISIONSTREAM COGNOS CORP.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO

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Founded: 1969. Staff: 2600. Description: DecisionStream is an ETL (Extraction, Transformation, and Load) software that lets users extract and unite data from disparate sources and deliver coordinated Business Intelligence across an organization. DecisionStream’s advanced data merging, aggregation and transformation capabilities let data be united from different sources, and transforms it into information using best-practices dimensional design. DecisionStream is comprised of a Windows-based dimensional design environment, and a multi-platform, server-based ETL engine with native support for all major relational databases. The design environment’s intuitive graphical interface makes defining and implementing transformation processes easy, while the highperformance transformation engine processes large volumes of data quickly.

Impromptu users across LANs and WANs, as well as to mobile users.

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COGNOS KPI BUSINESS PACK COGNOS CORP.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: The Cognos KPI Business Pack brings key performance indicators to to users across an organization. It distills facts about how particular aspects of the business are running into indicators, and displays these indicators in a Web browser environment. It rolls up massive volumes of various transactional detail into meaningful, actionable answers about how any business process is performing.

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COGNOS FINANCE 6.0 COGNOS CORP.


❚ 368

Founded: 1969. Staff: 2600. Description: Cognos Finance 6.0 gives organizations in-depth insight into financial performance and allows for significant time-savings in financial processes, all from a single application. It delivers increased capability to integrate other systems with reporting, extended integration with Excel, and enhanced global budgeting capabilities. Cognos Finance provides the following benefits for finance professionals: manages core financial processes by unifing budgeting, planning, forecasting, closings, and financial reporting into one comprehensive and easy-to-use system uses enterprise web deployment involving all of the right people in the budgeting and planning process, and delivers financial reports in a Windows or Web environment, gives one unified financial view of the organization by accessing and bringing together all the financial data sources across an organization.

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COGNOS IMPROMPTU COGNOS CORP.


COGNOS NOTICECAST COGNOS CORP.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: Cognos NoticeCast provides the ability to push information to users, allowing them to focus quickly on what needs immediate attention. NoticeCast delivers personalized, high-value information based on defined events. Any user, anywhere across the organization or value chain, can monitor key events using email notifications and alerts that push businesscritical information to them. In this way, NoticeCast keeps people continuously informed of critical events, whether they’re in the office or mobile. Users define the content and relevant material that should accompany the alert or notification.

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COGNOS POWERPLAY CHECKFREE I-SOLUTIONS

Founded: 1969. Staff: 2600. Description: Cognos Impromptu is used by report authors to create business-context reports. Report authors can author virtually any report using Impromptu’s frame-based reporting interface. Report data can come from any source, and reports can be deployed to

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO

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COGNOS QUERY COGNOS CORP.


COLLABORATION MANAGER CLICK COMMERCE, INC.

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COGNOS UPFRONT COGNOS CORP.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: Cognos Upfront portal provides end users with a single, Web-based point of personalized access to Cognos business intelligence information and non-business intelligence content. Content delivery and management is centralized and accessible through a customizable interface that can be tailored to the unique needs of different types of users. By supporting end-user publishing of Cognos BI content and other business content, Upfront empowers users to access, create, and share valuable information across an extended organization.

❚ 372 COGNOS CORP.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600

Founded: 1969. Staff: 2600. Description: Cognos Visualizer Series 7 delivers visual reports to communicate complex business data quickly and intuitively. Cognos Visualizer dashboards use a diverse selection of maps and charts to display multiple metrics simultaneously, enabling decisionmakers to manage some or all key business measures in one place. Visualizer charts are flexible, and support strategic initiatives such as Six Sigma and The Balanced Scorecard.

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Founded: 1969. Staff: 2600. Description: Cognos Query lets novice and experienced users directly access corporate data resources for real-time data exploration. Using only a Web browser, users can navigate suites of published queries, saving and modifying them as required to meet their information needs. Query users and authors can service themselves, quickly and easily accessing published sets of queries using the fully integrated Cognos portal. Users can run and modify existing queries, design new ones, and optionally publish queries back to the portal for future use. Users can take advantage of advanced features, like query-to-query linking, prompts, and the ability to define sophisticated calculations in the browser environment.

COGNOS VISUALIZER SERIES 7

TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman


Founded: 1981. Description: Cognos PowerPlay(R) gives customers analysis capabilities, allows them to drill-down to further details about charges, and create items such as: multi-dimensional charts, graphs, and reports summarizing statement data. Also, by clicking ‘‘Analyze’’ on the site where they receive the bill, the user can access a PowerCube that allows them to see their billing information.

Founded: 1996. Staff: 200. Description: Collaboration Manager is advanced projectDESign collaboration software designed for collaboration between manufacturers and their channel partner, consumers, internal organizations, and suppliers to manage complex projects. Collaboration Manager allows enterprises to bring products to market faster, accelerating time to revenue. Collaboration Manager can virtually co-locate geographically dispersed teams and improve quality, performance, development efficiency, and reduce costs. Costs can be reduced both on creating a product as well as communication costs. With Collaboration Manager last minute travel can be eliminated, time-consuming site visits can be cut back, a reduction in meetings, and schedules and budget can be protected.

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COLLABORATION PORTAL VIEWLOCITY INC.

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO Founded: 1999. Description: The Collaboration Portal allows authorized users to collaborate online for editing, updating and creating shipments, inventory and orders. The Collaboration functionality facilitates trading partner interaction in response to the detection and notification of failures and exceptions by the monitoring components.

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COLLABORATION PORTALS

cost-effectively deliver faster time-to-market, reduced costs and improved customer relationships.

IFS INDUSTRIAL AND FINANCIAL SYSTEMS AB

10 N Martingale Rd., Ste. 600 Schaumburg, IL 60173 PH: (847)592-0200 TF: (847)592-0201 E-mail: [email protected] URL: http://www.ifsworld.com Contact: Bengt Nilsson, President and CEO Founded: 1983. Staff: 3550. Description: IFS Collaboration Portals provides all customers, suppliers and partners with a personalized and role-based portal interface to IFS Applications. The portal interface enables the user to extend the enterprise to the Internet and collaborate seamlessly and transparently with the partners, customers and suppliers in the supply chain.

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COLLABORATIVE SUPPLY PLANNING MANUGISTICS INC.

2115 E Jefferson St. Rockville, MD 20852-4999 PH: (301)984-5000 TF: 877-331-0728 FX: (301)984-5370 E-mail: [email protected] URL: http://www.manugistics.com Contact: Gregory J. Owens, Chairman and CEO Founded: 1969. Staff: 866. Description: Manugistics Collaborative Supply Planning pulls together internal and external trading partners,enabling them to collaborate on material, manufacturing, and logistics plans. By providing tacticaland operational-level planning data and real-time alerts throughout the trading network, both suppliers and buyers can have the visibility they need to make better decisions for their respective planning operations.

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COLLABORATIVE WORKSPACE NETVENDOR INC.

3525 Piedmont Rd., NE, Bldg. 6, Ste. 700 Atlanta, GA 30305 PH: (404)836-7836 TF: 800-953-7836 FX: (404)836-6680 E-mail: [email protected] URL: http://www.netvendor.com Contact: Sean McCloskey, President and CEO Founded: 1996. Description: Collaborative Workspace provides a secure collaborative environment for sharing all product related documents and capabilities that dramatically improve the design and service activities related to custom products, especially those involving customers and partners. The Collaborative Workspace helps companies leverage their intellectual capital for competitive advantage by combining a Document Workspace, Interactive Workspace, and Business Process Management that, together, quickly and

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COMERGENT C3 CONFIGURATOR COMERGENT TECHNOLOGIES INC.

1201 Radio Rd. Redwood City, CA 94065 PH: (650)232-5999 FX: (650)232-6010 E-mail: [email protected] URL: http://www.comergent.com Contact: Jean A. Kovacs, President and CEO Founded: 1998. Description: Enables an enterprise to combine product data residing in back-office systems and best sales practices to sell products through self-service, webbased configuration. Comergent C3 Configurator guides customers in selecting and validating options to customize products for their needs. Comergent C3 Configurator is a 100% Java configurator with browser-based Visual Modeling capabilities.

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COMERGENT DISTRIBUTED E-BUSINESS SYSTEM COMERGENT TECHNOLOGIES INC.

1201 Radio Rd. Redwood City, CA 94065 PH: (650)232-5999 FX: (650)232-6010 E-mail: [email protected] URL: http://www.comergent.com Contact: Jean A. Kovacs, President and CEO Founded: 1998. Description: The Comergent Distributed E-Business System is a sell-side e-business applications that allows organizations to build web-based marketplaces where they can sell their products and services via their channel partners. These applications are built on a common platform, Comergent’s Distributed Commerce Manager’. This platform is an open, scalable, internet application architecture that integrates with a company’s existing e-commerce and ERP systems to provide a complete channel commerce solution. The software is written in Java and uses XML-based structured documents for data representation, transformation, and messaging. The product is platform-independent and runs on UNIX and Windows NT environments.

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COMMERCE CATALOG COMERGENT TECHNOLOGIES INC.

1201 Radio Rd. Redwood City, CA 94065 PH: (650)232-5999 FX: (650)232-6010 E-mail: [email protected] URL: http://www.comergent.com Contact: Jean A. Kovacs, President and CEO

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whether that be self-service or through CSR’s - merchandising, order management, account management and advanced security are all integral components in this software solution. Optional components include enterprise integration, business intelligence, a load balancing and fault tolerance tool, and payment, tax and shipping system adapters. Java-ready, Commerce Exchange 4.0 supports JSP and servlets and provides EJB interoperability. It enables XML parsing, provides Enterprise API, LDAP, key management via smart cards and file, and provides support for Solaris 7.

COMMERCE CREATOR WEBCREATORS INTERNET INC.

3002 Dow Ave., Ste. 414 Tustin, CA 92780 PH: (949)417-3838 FX: (949)417-3848 E-mail: [email protected] URL: http://www.onlinestorebuilders.com Contact: Cliff Balentine

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COMMERCE GATEWAY NAVISION US INC.

Description: Commerce Creator is an automated web site building software. Every website created in the V5 system is easily transformed into a private label web site builder in minutes. The private label website builders then can create resellers and end user web sites. The V5 software is a powerful and database driven application. Built modular, WebCreators software has a versioning and language system to allow for rapid upgrades and translations. It can be customized to automatically compliment any vertical market.

3505 Koger Blvd., Ste. 400 Duluth, GA 30096 PH: (678)226-8300 TF: 800-552-8478 FX: (678)226-8305 E-mail: [email protected] URL: http://www.navision.com Founded: 1984. Staff: 80. Description: Commerce Gateway offers a straightforward way to take advantage of business-to-business opportunities by participating as a supply chain partner cost-effectively, accommodating the changing requirements of any partner quickly, and orchestrates business processes smoothly, both within and between business organizations using the BizTalk Server.


Founded: 1998. Description: Comergent Commerce Catalog uses customer requirements and logic rules to lead customers to sets of products or solutions in a selling process. The Commerce Catalog enables companies to make product recommendations and provide product information to customers.

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COMMERCE EXCHANGE BUSINESS SUITE 4.0

❚ 385

INTERWORLD CORP.

COMMERCE INTELLIGENCE 4.0

41 E 11th St., 11th Fl. New York, NY 10003-4602 PH: (212)699-3630 FX: (212)699-3645 E-mail: [email protected] URL: http://www.interworld.com Contact: Allan R. Tessler, Chairman and CEO

INTERWORLD CORP.


Founded: 1995. Staff: 350. Description: A sales channel management software solution for manufacturers and distributors who sell goods over the Internet, through resellers and marketplaces.

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COMMERCE EXCHANGE RETAIL SUITE 4.0

Founded: 1995. Staff: 350. Description: Commerce Intelligence delivers a single view of a customer across all channels - web, call center, shipping and fulfillment systems. Commerce Intelligence sorts through raw data produced by all of these touch-points, and transforms this data into valuable, understandable and actionable business intelligence. As a result, businesses can get a clear and deep understanding of their customers’ buying habits resulting in faster and better decision-making.

INTERWORLD CORP.


❚ 386

COMMERCE ONE 5.0 COMMERCE ONE

Founded: 1995. Staff: 350. Description: Commerce Exchange Retail Suite 4.0 delivers customer-care capabilities

4440 Rosewood Dr. Pleasanton, CA 94588-3050 TF: 800-308-3838 FX: (925)520-6060 E-mail: [email protected]

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URL: http://www.exterprise.com Contact: Mark Hoffman, CEO, President & Chairman of the Board Founded: 1996. Description: The Commerce One 5.0 suite delivers proven e-commerce applications on an open collaborative platform, enabling organizations to construct and reuse processes tailored for their unique enterprise, industry, region, and trading partner requirements. The Commerce One 5.0 suite addresses costly delays and inefficiencies across the entire corporate buying process by providing enterprise-wide visibility and control. It creates new levels of efficiency through best practices, strategic sourcing and negotiation with suppliers, on-contract buying, contract compliance, and full integration with existing enterprise software investments.

Founded: 1996. Description: Commerce One Collaborative Platform links and orchestrates source-to-pay processes to meet unique enterprise, industry, region, and trading partner requirements. Commerce One delivers an e-commerce application suite built on an integration and process management platform that links and orchestrates enterprise legacy applications to deliver complete visibility and better communication across business units and trading partners. The Commerce One Collaborative Platform provides seamless, realtime information exchange to automate and streamline ecommerce activities within and outside the enterprise. Its integrated business process engine enables organizations to create unique process flows tailored to support industries, companies, and supplier relationships.

❚ 389

COMMERCE ONE SOURCE

❚ 387

COMMERCE ONE

COMMERCE ONE BUY COMMERCE ONE

4440 Rosewood Dr. Pleasanton, CA 94588-3050 TF: 800-308-3838 FX: (925)520-6060 E-mail: [email protected] URL: http://www.commerceone.com Contact: Mark Hoffman, CEO and Chairman of the Board Founded: 1996. Description: Commerce One Buy powers procurement for every employee in the enterprise, ensuring purchases are for the right items, for the right reason, at the right price. Purchased products and services are the single largest expense for most organizations, absorbing as much as half of every dollar earned in revenue. Commerce One Buy tackles procurement challenges. It captures critical spending categories, manages the entire procure-to-pay process, and reduces supplier costs. The solution also provides access to Commerce One.net, a network of transaction-ready suppliers, as well as access to the Global Trading Web. Built on the Commerce One Collaborative Platform, Buy enables seamless, real-time communication inside and outside the firewall, and supports transactions with worldwide trading partners in multiple languages, currencies, and tax schemes. With Commerce One Buy, enterprises can gain tighter cost control, enforce contract compliance, and streamline the purchasing process for a variety of spend types: everything from simple catalog items to contingent labor to complex, configured goods.

4440 Rosewood Dr. Pleasanton, CA 94588-3050 TF: 800-308-3838 FX: (925)520-6060 E-mail: [email protected] URL: http://www.commerceone.com Contact: Mark Hoffman, CEO and Chairman of the Board Founded: 1996. Description: Commerce One Source delivers a comprehensive suite of capabilities for supplier discovery, evaluation, negotiation, contracting, and management. Commerce One Source helps companies achieve savings. This flexible solution works with existing processes and systems to efficiently manage the sourcing cycle, enabling organizations to get the most value from supplier relationships. Commerce One Source is a comprehensive solution that delivers visibility and control across the entire strategic sourcing process for everything an organizations purchases. Its applications provide the functionality needed to identify and optimize critical spend and supplier relationships. Source is part of the Commerce One comprehensive enterprise e-commerce suite that powers the complete source-topay process.

❚ 390

COMMERCE PORTAL NAVISION US INC.

COMMERCE ONE

3505 Koger Blvd., Ste. 400 Duluth, GA 30096 PH: (678)226-8300 TF: 800-552-8478 FX: (678)226-8305 E-mail: [email protected] URL: http://www.navision.com

4440 Rosewood Dr. Pleasanton, CA 94588-3050 TF: 800-308-3838 FX: (925)520-6060 E-mail: [email protected] URL: http://www.commerceone.com Contact: Mark Hoffman, CEO and Chairman of the Board

Founded: 1984. Staff: 80. Description: Commerce Portal streamlines interactions through Web-based trading, selfservice and other forms of collaboration. It is more than just a catalog of product offerings on the Internet. It uses the Internet to strengthen supply chain relationships and makes the business more efficient.

❚ 388

COMMERCE ONE COLLABORATIVE PLATFORM

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encompassed by extended supply chain participants using Viewlocity’s solutions. This includes the setup and maintenance of all organizations, roles, users, and access privileges. The Community Manager also controls the user interface, allowing flexible configuration of all Viewlocity solution components for blending with the look and feel of the organization’s other interfaces and processes.

COMMERCEQUEST RETAILPACK SYSTEM COMMERCEQUEST INC.

2202 N Westshore Blvd. Tampa, FL 33607 PH: (813)639-6300 FX: (813)639-6900 URL: http://www.commercequest.com Contact: Ulysses Knotts, CEO Founded: 1992. Staff: 160. Description: The CommerceQuest RetailPack System enables a virtual drop-in solution to extract and send data as it records on the IBM 4690 Point-Of-Sale Controller. The Continuous Extract Facility (CEF) forms the heart of the RetailPack System. CEF extracts records from sequential files and manages the continuous, efficient movement of the data. CEF maintains control of sent records and sends only new records each cycle.

❚ 394

COMPLETESOURCE MOAI TECHNOLOGIES

260 Alpha Dr. Pittsburgh, PA 15238 PH: (412)968-5490 TF: 888-244-6624 FX: (412)968-5496 E-mail: [email protected] URL: http://www.moai.com Contact: Ramesh Mehta, CEO

❚ 392 Founded: 1996. Staff: 119. Description: CompleteSource is a comprehensive set of sourcing capabilities and services that enable supply chain and purchasing professionals to save money today. CompleteSource is an approach to esourcing combining consulting services and enterprise software that can be adapted to meet any organization’s strategic sourcing needs.

COMMERCIAL ECOMMERCE SUITE NETZEE, INC.

6190 Powers Ferry Rd., Powers Ferry Landing E, Ste. 400 Atlanta, GA 30339 TF: 800-722-5821 FX: (770)850-4100 URL: http://www.netzee.com Contact: Donny R. Jackson, CEO Founded: 1999. Staff: 150. Description: Designed for business customers, this suite includes full-service Website design and hosting, as well as a branded Web Portal that allows the user to tailor advertising messages with links connecting merchants. Through Internet Banking and Targeted Marketing, the user can take advantage of consumer data and other marketing intelligence to reach qualified buyers online. Cash Management serves as the cornerstone of business customer relationships and eFinance solutions, while the Marketplace furnishes merchants with an online presence and the user with transaction and fee-based revenues. The benefits of a Commercial eCommerce Suite: fully branded Web Portal that includes real-time news, weather, and stock quotes, customer convenience with Internet Banking features, and strategic and proactive marketing capabilities with targeted marketing.

❚ 393

COMMUNITY MANAGER VIEWLOCITY INC.

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO


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❚ 395

CONFIGURATION MANAGER CLICK COMMERCE, INC.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Configuration Manager helps boost sales of custom-made, complex goods and services through fast, accurate selection and pricing that meet customer’s unique needs. This application gives customers products that match their exact specifications by combining their requirements with business rules and product relationships. Configuration Manager helps manufacturers empower their trading partners to sell more complex or custom products and services. Configuration Manager is designed to reduce sales cycles and improve order accuracy, it reduces costs for corporations and their channel partners, eliminating returns due to inaccurate orders and reducing the engineering support needed during the sales cycle.

❚ 396

CONFIGURATOR TRIVERSITY INC.

Founded: 1999. Description: The Community Manger enables end users to setup and manage the Trading Community

3550 Victoria Park Ave., Ste. 400 Toronto, ON, Canada M2H2N5 PH: (416)791-7100

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❚ 400

TF: 888-287-4629 FX: (416)791-7101 E-mail: [email protected] URL: http://www.triversity.com

CONNECTED STORE POS STS SYSTEMS

Founded: 1990. Description: Configurator, configuration tool, allows nontechnical regional and head office personnel to tailor POS Xpress by using a graphical user interface.

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: Connected Store POS, a comprehensive in-store solution that extends computer-based applications throughout the store, helps automate store operations ranging from transaction processing to inventory control. These integrated in-store applications enable retailers to set themselves apart by enhancing store-level employees’ work environment, serving customers more efficiently, and diminishing the costs of paper-based, back-office procedures.

❚ 397

CONNECTED CUSTOMER STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: Connected Customer helps to track and recognize customers in the following channels: in-store, catalog, kiosk, and Web.

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CONNECTED SUPPLIER/MOMENTIS STS SYSTEMS


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CONNECTED MERCHANT STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: Connected Merchant addresses business processes such as ordering, receiving, price management, inventory monitoring, decision support, and warehouse management. The Connected Merchant suite incorporates three interactive client/server solutions: MerchantWorks’, MerchantView, Warehouse Management, CORE, and Allocation.

Founded: 1972. Description: Momentis’ individual applications trace consumer products through their life cycle from planning, production, warehousing, distribution, right to retailers’ shelves. Momentis is fully integrated with the selfsupplied applications, which also handle costings, customer service, salesforce automation, and accounting.

❚ 402

CONTACT CENTER J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman

❚ 399

CONNECTED PLAN STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: Connected Plan, which includes Planning, Allocation, and Replenishment, offers a scalable, open architecture that accelerates the integration of planning with numerous operational processes.

Founded: 1977. Description: Contact Center provides a centralized solution that enables multiple access points for customers, helping to build additional customer loyalty at every touch point. Representatives have instant access to all the customer information they need in one screen, including billing, orders, service requests, and recent interactions. The result is centralized customer information in one easy-tomanage solution.

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FX: (503)218-5585 E-mail: [email protected] URL: http://www.ecommercepartners.net

CONTENT DISTRIBUTION SERVICES DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO

Description: EcommercePartners’ Content Manager is a browser-based content management and web publishing tool for creating, editing, managing and publishing webpages. It provides structure to organize and manage web content and present it in a user-friendly, searchable browser format.

Founded: 1990. Description: Content Distribution Services (CDS) extends the delivery of content beyond corporate firewalls, to seamlessly automate processes involving external parties including customers, distributors, affiliates, marketplaces, and other business partners. By replacing expensive and unreliable processes such as mailing of hard-copy documents or requiring manual downloads of documents, CDS distributes content in a controlled, consistent, reliable, and cost-efficient way. Some uses for CDS include: Financial institutions that regularly print and send out thousands of customized reports and prospectuses to partners and institutional customers, Manufacturers that want to improve the consistency of catalogs and documentation they are sharing with their OEM customers and distributors, and Government agencies looking for a way to automatically distribute new laws, directives, and ordinances with affected institutions.

❚ 404

CONTENT INTELLIGENCE SERVICES

❚ 406

CONTENT SERVICES FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Panagon Content Services is an enterprise-class family of document repository software services for creating, accessing, managing, securing, and dynamically updating business-critical electronic documents. A full-featured back-end server for eContent management, Panagon Content Services delivers on the promise of universal access to enterprise information repositories via the Web with FileNET’s Panagon Web Services, as well as with the Microsoft(R) Windows-based Panagon IDM Desktop client.


❚ 403

DOCUMENTUM


❚ 407

CONTENTCASTER DOCUMENTUM


Founded: 1990. Description: Content Intelligence Services (CIS) is a high-performance extension to the Documentum platform that automates and controls the enrichment and organization of enterprise content based on powerful information extraction, conceptual classification, business analysis, and taxonomy and metadata management capabilities. CIS is fully integrated with the Documentum platform and enables tagging and categorization for all content management initiatives, including enterprise document management, XML component management, and Web content management. CIS helps enterprises unlock the value of their content by maximizing content reuse and enabling precise searching, easy navigation, and personalization to power multiple initiatives.

Founded: 1990. Description: ContentCaster is a highly configurable administrative tool that allows secure transfer and synchronized deployment of content from a centralized server to multiple production servers and server farms around the world. Byte-level differencing, a key component of ContentCaster, supports the update of selected or specific servers on an as-needed basis, improving efficiency, increasing deployment speed, and protecting against data corruption. ContentCaster is included as part of Site Delivery Services.

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❚ 408

CONTENT MANAGER

CORPORATE INTRANETS

ECOMMERCEPARTNERS

INTRASPECT

59 Franklin St., Ste. C New York, NY 10013 PH: (212)334-3390

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200

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FX: (650)869-6000 E-mail: [email protected] URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO Founded: 1995. Description: Corporate Intranets provide secure, collaborative workplaces where dispersed teams create and share information which are accessible inside or outside the firewall via email using C-mail. It has an enterprise knowledge base of intellectual capital bringing together information, content, applications and collaboration and communities are centered around areas of interest or expertise, or specific tasks. By changing the way teams interact and by streamlining work processes, a collaborative Intranet allows companies to provide immediate access to relevant information, past work, and topical experts throughout the company.

COSprint queues and treated like other large print production workloads.

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COSUSER OPEN SYSTEMS MANAGEMENT INC.

601 Union St., 42nd Fl. Seattle, WA 98101 PH: (206)583-8373 FX: (206)583-8374 E-mail: [email protected] URL: http://www.osmcorp.com Description: COSuser enhances security through implementing role-based access control and password synchronization. COSuser also manages application user accounts through a number of separately available plug-in Target Knowledge Bases (COSuser TKBs).

❚ 409

COSBACKUP OPEN SYSTEMS MANAGEMENT INC.

601 Union St., 42nd Fl. Seattle, WA 98101 PH: (206)583-8373 FX: (206)583-8374 E-mail: [email protected] URL: http://www.osmcorp.com

❚ 412

COUGAR MOUNTAIN POINT OF SALE(R) FOR WINDOWS(R) COUGAR MOUNTAIN SOFTWARE

Description: COSbackup allows for implementation of a consistent and flexible backup strategy across a network. Restoring files from backup is made simple because of an easy-to-use interface and powerful selection criteria. COSbackup supports standard system backup methods and is flexible enough to allow third party tools to be added if needed. Backups may be performed locally or across a network. A central host may control the backup of any machine on the network to any backup device on the network. Stackers and jukebox devices are fully supported, as are multi-volume backups. The keyword behind the backup philosophy is flexibility. Backups are stored in the lowest common form.

7180 Potomac Dr., Ste. D Boise, ID 83704 TF: 800-388-3038 FX: (208)375-4460 E-mail: [email protected] URL: http://www.cougarmtn.com Founded: 1982. Staff: 65. Description: Cougar Mountain Point of Sale (POS) for Windows is a retail software package that includes both point of sale and integrated back office accounting. It is designed for small and midsize companies. POS comes as a core package with optional modules that may be added as needed. Optional modules include Order Entry, Purchase Order, Specialty Shop, Multi Location Inventory, Bank Reconciliation, Job Cost, Payroll, Report Generator, Bar Code Generator, On-Line Credit Card Authorizer.

❚ 410

COSPRINT EXPRESS

❚ 413

OPEN SYSTEMS MANAGEMENT INC.

CPG ORDER MANAGER

601 Union St., 42nd Fl. Seattle, WA 98101 PH: (206)583-8373 FX: (206)583-8374 E-mail: [email protected] URL: http://www.osmcorp.com


Description: COSprint eXpress is an additional module available for COSprint which delivers printing to point of sale (POS) environments. When a customer service agent submits a print job at a busy POS station, it is automatically directed to a COSprint eXpress local printer. The customers receipt agreement or ticket is then immediately printed on the agents PoS printer, avoiding the customer having to wait for their receipt or ticket because it needs to be processed by a print queue. Non-PoS jobs can be directed to the main

3611 Valley Centre Dr. San Diego, CA 92130 PH: (858)481-5000 TF: 800-638-5231 FX: (858)481-1751 E-mail: [email protected] URL: http://sdweb02.peregrine.com Contact: Stephen P. Gardner, Chairman and CEO Founded: 1981. Description: CPG Order Manager is an Internet-based solution that enables purchase order and invoice translation, transmission, rules engine, validation and reconciliation. Transactions enter and exit the system in any format - XML, EDI, paper or fax. CPG Order Manager even has a service center that can key paper orders into the system

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❚ 414

CREDIT CARD MANAGER INTERNATIONAL CONFERENCE MANAGEMENT INC.

4853 Cordell Ave., Penthouse 1, 16th Fl. Bethesda, MD 20814 PH: (301)913-9338 TF: 800-535-5684 FX: (301)913-5452 E-mail: [email protected] URL: http://www.conference.com Contact: Jim Yuko, Vice President Founded: 1982. Description: Credit Card Manager tightly integrates the features and functionality of PC-Charge Pro into Registration Manager to deliver integrated credit card authorization and settlement capabilities for registration processing. The Web Edition adds e-commerce capabilities to Registration Manager (Web Edition) on any web site. The Desktop Edition has the ability to automatically process all major credit cards when adding or editing a registration record on a LAN installation. Rather then entering the sale information into the event data base and again into the bank terminal, Credit Card Manager enables the user to enter the credit card information just once. Automated approval and settlement reduces errors, eliminates unnecessary reconciliation steps, and speeds processing. In both the Web Edition and Desktop Edition, Credit Card Manager actually writes the transaction authorization code directly into the financial ledger of the attendee, providing the user with important verification and trace information.

❚ 415

CRM FOR FINANCIAL SERVICES J.D. EDWARDS


❚ 416

CRM INTEGRATION SUITE FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: FileNET brings the benefits of enterprise document management to Siebel eBusiness applications through a set of modules, known as FileNET’s CRM Integration Suite. The suite provides enterprise document management functionality to any Siebel implementation allowing quick and easy capture, access, management, and integration of information with Siebel and other business applications. The open, industry standard, scalable Panagon system provides the foundation for managing virtually any data type, including HTML/XML pages, email, COLD, PDF, graphic, and audio/video objects, and delivering this content to every desktop via web browsers and Microsoft Windows interfaces. The integration of Panagon with Siebel Systems’ eBusiness solutions adds scalable enterprise document management capabilities, which include document security, version control, check-in, checkout, compound document support, renditions, full-text retrieval, document scanning and faxing, document archival and storage, optical library/HSM support, web publishing and content management. Most importantly, FileNET’s Panagon provides Siebel users with access to more complete information so that they can better support their customers.


for trading partners that do not have either EDI or XML capability. Peregrine CPG Order Manager delivers a secure, hosted, Web-based ‘‘perfect order’’ solution to retailers, distributors, brokers and manufacturers that improves efficiencies and virtually eliminates errors while reducing costs in the areas of: Order and Invoice Management; Electronic Sales Forms; Item Catalog Maintenance; and, Data Mining.

❚ 417

CT2020 SOFTECHNICS INC. B

310 E IH30, M105 Garland, TX 75043 PH: (972)203-8300 FX: (972)203-2221 E-mail: [email protected] URL: http://www.softechnics.com Founded: 1996. Staff: 68. Description: CT2020 is designed as a group of applications that work together to automate the tracking and control of inventory at the retail level. The system is modular which allows the user to customize it to meet the specific needs of any individual operation. The design also allows for expansion of the system to keep pace with the organization’s growth.

Founded: 1977. Description: Customer Relationship Management (CRM) for Financial Services solution will allow an organization to: offer each client personalized advice and service, leverage new and existing customer relationships to create cross-selling opportunities, and integrate disparate technology systems to facilitate the exchange of customer information between many product and service centers. It can be tailored to fit specific needs. Financial services customers receive expertise and functionality in markets including: wealth management, mutual fund wholesaling, commercial banking, investment banking, and institutional sales.

❚ 418

CUSTOMER COLLABORATION INTRASPECT

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200 FX: (650)869-6000 E-mail: [email protected]

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URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO Founded: 1995. Description: Intraspect Customer Collaboration offers sales, account management, customer support and marketing organizations dedicated workplaces to manage and grow customer accounts and deliver marketing programs. The Customer Collaboration application includes three process-specific modules for Opportunity Development, Customer Support, and Program Planning and Delivery. Each application offers a Collaborative Extranet where employees can work directly with customers, partners, and suppliers as well as an Activity Dashboard where the status of key business activities can be reviewed.

❚ 419

CUSTOMER MANAGER CLICK COMMERCE, INC.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Customer Manager discloses critical business intelligence based on customers’ history, needs, and trends. This flexible application lets the sales force and customer interaction service staff easily retrieve, update and manage important transaction data, such as accounts, invoices, leads orders, rebates, and customer surveys. With Customer Manager, previously time-consuming administrative tasks are transformed into simple, selfservice functions. This optimizes the productivity of the sales staff by providing invaluable information with which to generate extra revenue and more effectively manage customer relationships. Additionally, sales personnel are able to better serve their clients, significantly enhancing customer satisfaction and raising business efficiency.

❚ 420

CUSTOMER RELATIONSHIP MANAGEMENT PEOPLESOFT


❚ 421

CUSTOMER RELATIONSHIP MANAGEMENT PORTAL PACK PEOPLESOFT

4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000 TF: 800-380-7638 URL: http://www.peoplesoft.com Contact: Craig A. Conway, President and CEO Founded: 1985. Staff: 8000. Description: The Customer Relationship Management Portal Pack provides a view of CRM application data and transactions via a set of prebuilt pagelets-small ‘‘doorways’’ to information. Displayed on the PeopleSoft Enterprise Portal homepage, Portal Pack pagelets bring the CRM application functionality, reports, and related content needed more rapidly and moves financial business processes to the web at the lowest possible cost and risk.

❚ 422

CUSTOMER SERVICE ADVANTAGE COMPUTING SYSTEMS, INC.

3850 Ranchero Dr. Ann Arbor, MI 48108 PH: (734)327-3600 FX: (734)327-3620 E-mail: [email protected] URL: http://www.advantagecs.com Founded: 1979. Description: Customer Service Advantage helps to provide customer service with on-line access to all customer information from any area, in detail or summary form. This makes it quicker and easier to answer questions and resolve problems, because all pertinent data is at the operator’s fingertips. Customer searches may be conducted on name, either phonetic or alphabetic-based, or across home, office or fax phone numbers, or on any other field in the customer record. Searches can be customized by using commands such as ‘‘contains,’’ ‘‘includes,’’ or ‘‘equals.’’ Most customer service activities can be done on-line, from changing an address and address standardization to custom or form letters and a vast number of reports. A free-form notation capability tracks contact with customers, and assures that relevant information is always available. An online ‘‘tickler’’ file alerts operators when follow-up calls are due. Each customer’s preferred method of communication mail, fax, e-mail or phone can be designated on their record and all communications will default to that method, if one is not specified.

❚ 423

CYA HOTBACKUP Founded: 1985. Staff: 8000. Description: PeopleSoft Customer Relationship Management connects people-customers, suppliers, partners, and employees-to business processes online and in real time to improve enterprise performance and lower costs of doing business. PeopleSoft CRM seamlessly integrates with financial, supply chain, and human capital management systems.

DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected]

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Founded: 1990. Description: CYA HOTBackup is a solution for data loss prevention and disaster recovery. CYA HOTBackup provides application-aware backup capabilities for safely archiving and restoring the entire environment of an ECM-based application, including object structure, links, workflow, and lifecycle information.

Description: Cyclone Central rapidly ramps, manages, monitors and defines community policies for an entire network of hubs and endpoints. Based on an extensible, highly scalable J2EE architecture, Central offers customizable sub-processing capabilities to accelerate deployment, monitor and tune network traffic and define community policies for very large heterogeneous communities.

❚ 427

CYCLONE INTERCHANGE CYCLONE COMMERCE INC.

❚ 424

8388 E Hartford Dr. Scottsdale, AZ 85255 PH: (480)627-1800 FX: (480)627-1801 E-mail: [email protected] URL: http://www.cyclonecommerce.com Contact: Phil Myers, President and CEO

CYBERSOURCE PAYMENT SOLUTIONS CYBERSOURCE CORP.

1295 Charleston Rd. Mountain View, CA 94043 PH: (650)965-6000 TF: 888-330-2300 FX: (650)625-9145 URL: http://www.cybersource.com Contact: William S. McKiernan, Chairman and CEO Founded: 1994. Description: CyberSource payment solutions enable businesses to efficiently process credit card, private label card, procurement card, electronic check, and ACH payments via TCP/IP networks. The solutions integrate and connect enterprise systems (Web, CRM, IVR, ERP) with payment processors/banks, worldwide. Software and managed gateway services support in-house or outsourced operating models.

Description: The Cyclone Interchange product suite removes the barriers to achieving real and immediate return on investment from B2B initiatives. It eliminates the costs and complexity of linking business partners. With Cyclone Interchange you can securely send any data to any partner on any platform. The Cyclone product suite is based on open standards, so it extends to any member of your value chain, from small to large enterprises and across all industry verticals.


URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO

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CYPRESS ❚ 425

TRIVERSITY INC.

CYCLONE ACTIVATOR

3550 Victoria Park Ave., Ste. 400 Toronto, ON, Canada M2H2N5 PH: (416)791-7100 TF: 888-287-4629 FX: (416)791-7101 E-mail: [email protected] URL: http://www.triversity.com

CYCLONE COMMERCE INC.

8388 E Hartford Dr. Scottsdale, AZ 85255 PH: (480)627-1800 FX: (480)627-1801 E-mail: [email protected] URL: http://www.cyclonecommerce.com Contact: Phil Myers, President and CEO Description: Cyclone Activator is a self-service, downloadable end-point that creates a secure connection to Cyclone Central or Cyclone Interchange in a matter of minutes. Cyclone Activator is ideal for quickly ramping communities of every size by supporting small-to-medium trading partners.

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Founded: 1990. Description: Cypress is designed to meet the volume transaction needs of supermarkets and convenience stores. Cypress is based on standard Microsoft and Wintel components. In addition, Cypress offers retailers the ability to deploy touchscreen POS terminals with softwaredefined windows and keys that can be extensively customized. Cypress also allows retailers to deploy self-checkout customer monitors displaying items processed, total amount due, customer-specific specials, coupon programs, and advertising. In the convenience store environment, Cypress allows cashiers to remotely monitor and control self-serve terminals for dispensing fuel.

CYCLONE CENTRAL CYCLONE COMMERCE INC.

8388 E Hartford Dr. Scottsdale, AZ 85255 PH: (480)627-1800 FX: (480)627-1801 E-mail: [email protected] URL: http://www.cyclonecommerce.com Contact: Phil Myers, President and CEO

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DATA MINING AGENT ENTELAGENT SOFTWARE CORPORATION

27061 Aliso Creek Rd., Ste. 100 Aliso Viejo, CA 92656 PH: (949)831-8350

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FX: (949)831-6050 E-mail: [email protected] URL: http://www.entelagent.com Contact: John W. Hammon, CEO

DBSEARCH 1.0 (AHG) ALEX HEIPHETZ GROUP INC.

Founded: 1996. Description: SAMS Online(R) Data Mining Agent complements the Surveillance Agent to provide a total solution for e-mail management. The Data Mining Agent rapidly lets authorized users find messages, anywhere, any time, subject to their access privileges. Search privileges are defined at the individual level, and include search-down access (so a manager can search messages to/from employees within the manager’s group, without the ability to access the messages of other employees).

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: dbSearch 1.0 is a keyword search engine of a plain text database (tab/comma/etc delimited file) by selected fields. The user can control what fields should be searchable, search options for any specific field and output format. dbSearch 1.0 gives complete control over all facets of a search and the program can create a log of what exactly people are searching for on a site.

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DATAGRATION E-BUSINESS SUITE 2.0 PALADYNE CORP.

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1650A Gum Branch Rd. Jacksonville, NC 28540 PH: 888-773-3501 E-mail: [email protected] URL: http://www.paladyne.com Contact: Terrence Leifheit, President and CEO

DECISIONDESKTOP

Founded: 1997. Staff: 25. Description: Datagration e-Business Suite 2.0 provides organizations with a solution to manage and improve the quality of any type of data anywhere in their organization. Datagration employs data discovery, data access tools and reusable components to integrate data with built-in integrity. Datagration solves data integration and data quality problems associated with multi-application and multi-system IT architectures and reduces reliance on costly custom coding through advanced metadata driven technology.

ECREDIT.COM INC.

20 CareMatrix Dr. Dedham, MA 02026 PH: (781)752-1200 FX: (781)752-1400 E-mail: [email protected] URL: http://www.ecredit.com Contact: Christopher H. Richmond, Chairman of the Board Founded: 1993. Description: DecisionDesktop offers the analytical tools businesses need to grow while managing risk. Featuring a centralized database of customer information, the solution’s capabilities allow a company to expand beyond analysis of individual customers and determine the company’s overall risk exposure. With DecisionDesktop, Fortune 1000 businesses granting trade credit can conduct analysis using sophisticated tools including: Portfolio Analysis, Financial Analysis, Business Hierarchies, and Scoring.

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DATAROBOT PALADYNE CORP.

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1650A Gum Branch Rd. Jacksonville, NC 28540 PH: 888-773-3501 E-mail: [email protected] URL: http://www.paladyne.com Contact: Terrence Leifheit, President and CEO

DEMAND MANAGEMENT SYSTEM

Founded: 1997. Staff: 25. Description: DataRobot is a data integrity tool that solves data level problems for data warehousing and e-business projects. This open systems tool can be incorporated into virtually any IT architecture or application and is targeted for use by system integrators, software developers and IT professionals implementing ecommerce solutions. It is a hybrid expert system that can be trained to find, fix and format almost any type of data. This flexibility allows business intelligence and data mining software to perform better.

SYNGISTIX

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com Contact: Scotte C. Hudsmith, President and CEO Founded: 1976. Description: The Demand Management System is an analytic software package that projects future customer demand and inventory supply needs. By using DMS, companies can purchase the right products, at the right time, for each stock locations thereby minimizing inventory carrying costs while maximizing order fill rates.

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and resolve software errors. Optimizes code performance and testing.

DESKTOP CLIENT DOCUMENTUM


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DICTIONARIES ASK JEEVES INC.

Founded: 1990. Description: Documentum Desktop Client provides content creators and business users with complete control of content in the Documentum repository while affording site administrators ease of deployment and controls necessary to enforce organizational standards. Documentum Desktop Client follows the Windows(R) Explorer paradigm, thus enabling business users and content contributors to work comfortably in a familiar Windows environment while reducing the learning curve. To help ease adoption, Desktop Client is fully integrated with Microsoft Outlook(R) and other popular desktop applications, enabling simple dragand-drop content linking and automated repository access.

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5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO Description: JeevesOne combines a regularly updated English language Wordsmyth open-source dictionary with a custom dictionary containing 100,000 entries and 250,00 inflected forms. Full language customization and spelling correction also enables users to make common mistakes yet still get highly relevant answers to their queries. Dictionaries are also available in seven additional languages (French, Spanish, German, Dutch, Italian, Swedish, and BrazilianPortuguese).


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DEVELOPER STUDIO

DIGITAL ASSET MANAGER

DOCUMENTUM

DOCUMENTUM



Founded: 1990. Description: Developer Studio is an integrated development environment that allows application developers to quickly create and easily maintain contentrich e-business applications, enabling fast deployment of content management solutions while leveraging industry standard tools and technologies. With Developer Studio, developers can reuse application elements such as user interface components, lifecycle definitions, security settings, object type definitions, and workflow templates, all which dramatically speed time to deployment.

Founded: 1990. Description: Digital Asset Manager is an extended media solution that gives users the ability to intelligently ingest, securely store, visually browse and manage broadcast quality digital assets through the digital content value chain.

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DIGITALSELLSHEET MONSTER SOFTWARE, INC.

743 Moaniala St. Honolulu, HI 96830 TF: (808)373-1211 FX: (208)575-9517 E-mail: [email protected] URL: http://www.monstersoftware.com

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DEVPARTNER FOR VISUAL BASIC COMPUWARE CORP.

31440 Northwestern Hwy. Farmington Hills, MI 48334 PH: (248)737-7300 URL: http://www.compuware.com Description: Compilation of Windows-based, multi-language developer productivity tools. Used in building applications such as web-enabled, e-commerce and distributed applications. Helps developers immediately detect, diagnose,

Description: DigitalSellSheet is an editable promotions page that can be used to spotlight one or more featured products. Use the simple management system, which can be password protected, to access the Digital SellSheet interface. Prices and features can be changed directly from any standard web browser such as Netscape or Internet Explorer without having any knowledge of HTML or programming.

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’Buy now’ graphic links can be created that are interfaced directly with the shopping cart in order to expedite ordering. The management system also has a FTP client which allows the user to import product photos right from their desktop.

Founded: 1995. Staff: 200. Description: Distributed Inventory Management manages and coordinates global inventory across multiple sites, enterprises and participants. The application allows business managers to track current inventory levels for each SKU supplier and to share a snapshot of the on-hand inventory levels with external systems for reconciling and specifying planned purchases.

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DIRECTOR 8 MACROMEDIA


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DISTRIBUTED ORDER MANAGEMENT

Founded: 1992. Staff: 1400. Description: Director helps to create media corporate presentations, e-merchandising applications, and entertainment. Director combines graphics, sound, animation, text, and video to create streaming, multiuser, interactive Web content that is easy to deploy for CD-, DVD-ROM, and the Web. Macromedia Director 8 Shockwave Studio has centralized, automated functions to help with managing assets, editing complex animations, build graphics on the fly, and create content for low bandwidth.

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DISTRIBUTED CATALOG MANAGEMENT YANTRA CORP.

1 Park W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872 FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com Founded: 1995. Staff: 200. Description: Yantra Distributed Catalog Management aggregates and manages detailed product information across multiple divisions, enterprises and participants. The application provides a flexible and extendable tool for the management and exchange of product catalog data. It is a multi-tenant catalog enabling categorization, product cross and up-sells, substitution and extended and dynamic attributes. Going beyond the core of multienterprise, the structures and functionality of Yantra Distributed Catalog Management allow all participants to share and collaborate on detailed product level information within the context of any Yantra solution.

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DISTRIBUTED INVENTORY MANAGEMENT YANTRA CORP.

1 Pk. W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872

FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com

YANTRA CORP.

1 Park W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872 FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com Founded: 1995. Staff: 200. Description: Yantra Distributed Order Management manages and coordinates the entire order lifecycle at the line item level across multi-enterprise networks. It accommodates any customer, planned order or purchase order from any source channel, system, web storefront, CSR, fax, XML, EDI, phone or distributor. Regardless of the source, the application automatically checks for availability, both inside and outside the enterprise, and confirms the order with the seller and buyer. It allows customers, channels, suppliers, and trading partners access to real-time order status throughout the entire order lifecycle across multiple enterprises. In addition, it tracks orders on a line-item level and supports multiple ship-to addresses, different payment options, and added instructions.

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DISTRIBUTED REVERSE LOGISTICS MANAGEMENT YANTRA CORP.

1 Park W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872 FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com Founded: 1995. Staff: 200. Description: Distributed Reverse Logistics Management provides a complete and integrated solution with end-to-end returns capabilities that can be used by call center customer service representatives (CSRs) or integrated into an on-line channel to provide selfservice return creation, tracking and shipping label generation.

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DISTRIBUTOR MANAGEMENT SYSTEM

DIVINE ENTERPRISE CONTENT CENTER (DECC)

TRILOGY

DIVINE INC.

5001 Plaza on the Lake Dr. Austin, TX 78746 PH: (512)874-3100 TF: 877-687-4549 FX: (512)874-8900 URL: http://www.trilogy.com Description: The Trilogy Distributor Management System (DMS) powers distribution at some of the largest institutions in the Global 1000. By combining Internet connectivity, intelligent software and customer and producer data, DMS helps financial services providers streamline channel management, improve producer relationships and speed timeto-market for new products and channels. The Trilogy DMS solution addresses the distribution channel management challenges specific to the financial services industry. The Trilogy DMS software also allows managers to design, implement, and manage sales compensation across multiple distribution channels through a graphical user interface.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: Helps users to find information and managers to monitor ROI on information services. It combines real-time news, ways to distribute streaming media, and e-procurement of third-party business content with ways to track usage.

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DIVINE ENTERPRISE PORTAL DIVINE INC.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO

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DIVINE CONTENT SERVER DIVINE INC.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: divine Content Server provides a single platform for deploying information-rich applications and initiatives, like portals, marketing campaigns, B2B catalogs, and publications.


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Staff: 3000. Description: divine Enterprise Portal provides e-business professionals with an integrated enterprise portal solution containing industry-specific content, real-time news and applications built on a scalable and open Java and XMLbased platform. The Portal collects, integrates and organizes information from outide the firm, and combines it with the internal information resources personalizable browser.

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DIVINE KCENTRAL ❚ 448

DIVINE, INC.

DIVINE CONVERSATIONS


DIVINE INC.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: Conversations is a collection of voice-based customer contact tools. It tracks contacts through its monitoring and reporting features.

Staff: 3000. Description: kCentral provides businesses and their employees with access to trusted information services via the Internet. It streamlines online procurement processes and integrates multiple buyers and suppliers through the use of global e-marketplaces and e-procurement systems such as Ariba and Commerce One.

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DIVINE KSTORE

DIVINE OPINIONWARE

DIVINE INC.

DIVINE INC.



Staff: 3000. Description: divine’s Knowledge Store (kStore) is a unique service that enables organizations to manage orders and payments for information services using their own customized intranet store. As a result, this service offers employees a convenient way to order from their desktops using only a browser. At the same time, kStore enables a company’s management to have whatever control over the purchase processes they wish, and the cost is in most cases lower than what they now pay.

Staff: 3000. Description: divine OpinionWare allows knowledge workers and management across an organization to create, publish, distribute, and analyze feedback and discussion touch-points. The result is higher-quality interaction, better decision-making, and increased loyalty.

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DIVINE PARTICIPANT SERVER DIVINE INC.

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DIVINE MINDALIGN DIVINE INC.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: Enables an organization to work together on a solution from any location. It is a secure, centrally managed collaboration tool that combines chat and instant messaging.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: divine Participant Server makes it easy for non-technical business users to create and publish content, enabling businesses to build effective, user-focused Web sites by distributing content management responsibilities throughout an organization.

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DIVINE SHOWCASE DIVINE INC.

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DIVINE NETAGENT DIVINE INC.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: Allows customers to interact online- through either email, CTI-based voice, VoIP, or live Web chat. divine NetAgent provides the channels and organizes them all into one standardized interface.

1301 N Elston Ave. Chicago, IL 60622 PH: (773)394-6600 TF: (866)999-3846 FX: (773)394-6601 E-mail: [email protected] URL: http://www.divine.com Contact: Andrew J. Filipowski, Chairman and CEO Staff: 3000. Description: divine’s ShowCase enables the creation, publishing and distribution of live and on-demand multimedia to large audiences through web-based environments. It provides fully integrating video, audio and data, and a complete medium for distance learning. With the ability to store presentations for future re-use, divine ShowCase provides the ideal solution for training and communication needs for both internal and external parties.

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and multiple versions of a document, and place objects directly into the repository or into another user’s inbox.

DIVINE SYNCHRONY DIVINE INC.


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DOCLOADER DOCUMENTUM

Staff: 3000. Description: Handles all online conversations in one unified view.

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6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: DocLoader enables the rapid and controlled bulkloading of any kind of content objects from legacy and external sources into a Documentum repository. Thousands of objects can be migrated in a single batch, and Documentum attributes can be automatically populated during import. DocLoader can be used to populate the Documentum repository in an initial deployment, or to update content objects and attributes on an ongoing basis.

DOCCONTROL MANAGER DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: DocControl Manager runs on top of the Documentum repository to permit secure management of controlled documents over the Web. Authorized users instantly access and view documents using the browser or viewer of their choice. DocControl Manager lets users create, review, revise, approve and distribute controlled documents online within an audited environment. In place of elaborate manual processes, users create a Web-driven knowledge chain that links disconnected processes for collecting, sharing, and applying knowledge to meet stringent quality goals and compliance requirements.


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DOCUMENTUM 4I DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum 4i is most useful in companies that have highly regulated industries such as pharmaceuticals, aerospace, and financial services. It provides verifiable compliance, and helps them to avoid fines and closures that could severely impact profitability and time to market. Many types of content, such as standard operating procedures, material safety data sheets, or customer records, must be carefully controlled to meet regulatory compliance or quality standards.

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DOCINPUT DOCUMENTUM


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Founded: 1990. Description: Documentum DocInput provides functionality for automatically storing scanned documents in a Documentum repository and converting them to a range of file formats, including TIFF, Microsoft(R) Word, PDF, JPEG, and ASCII. With DocInput, users can automatically create cabinets, folders, documents, and other object types within the repository. They can easily map DocInput index values such as barcodes, key-index fields, date/ time stamps, and unique document numbers directly to Documentum attributes. Lastly, they can create multiple renditions

DOCUMENTUM ADMINISTRATOR DOCUMENTUM


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Founded: 1990. Description: Documentum Administrator is a Web-based administration tool that removes the complexity of maintaining global, distributed Documentum 4i deployments. It provides a single point of access for managing and administering all repositories, servers, users, and groups regardless of their location across the enterprise. The Web-based interface supports standard Web browsers, giving system administrators on any desktop platform a window into all components of a distributed application environment. By enabling a centralized platform for administration, Documentum Administrator ensures enterprisewide integrity of business-critical knowledge and lowers the cost of owning and maintaining corporate portal applications.

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DOCUMENTUM ECONTENT SERVICES DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Designed for smooth integration with all major portal software providers, Documentum eContent Services provide a fast and cost-effective way to expose content management functionality through an enterprise portal, significantly reducing the need to create new software components and integration code for enterprise portal implementation. With eContent Services for Portals, any portal builder can easily incorporate the content management services they need and quickly transform enterprise portals into centers for content-driven business processes.

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DOCUMENTUM FOUNDATION CLASS DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum Foundation Class is a powerful application programming interface (API) that exposes the capabilities of the Documentum eContent Server. DFC can be used to develop content-rich applications or customized desktop or Web interfaces to the Documentum 4i platform. Some key features are: it leverages an objectoriented API layer written in Java, provides direct access to all Documentum 4i platform functionality through industrystandard languages and development tools, and enables rapid development of scalable and componentized JSP, Web, and custom applications.

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DOUBLE DIAMOND E-BUSINESS APPLICATION SUITE (AHG) ALEX HEIPHETZ GROUP INC.

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: Double Diamond brings manufacturers, wholesalers, vendors and retailers together and streamlines direct procurement and sales, thereby creating and sustaining long-term competitive advantage. It allows the user to build B2B e-commerce and SCM system in a secure environment over the internet. Double Diamond applications suit includes advanced features needed for business-to-business sales and supply transactions that can be tailored to specific needs of any company. Double Diamond recognizes three groups of users: Administrators, Customers and Vendors. Each of these groups can perform their specific functions. It also makes it possible to provide differentiated privileges to users of each group.

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DREAMWEAVER 3 MACROMEDIA

600 Townsend St. San Francisco, CA 94103 PH: (415)252-2000 TF: 800-470-7211 FX: (415)626-0554 E-mail: [email protected] URL: http://www.macromedia.com Founded: 1992. Staff: 1400. Description: Dreamweaver 3 helps to develop web sites, automate production, and enhance team efficiency. It can control codes with Roundtrip HTML and the Quick Tag Editor. Accelerate workflow through integration with Web applications, Microsoft Office, and leading e-commerce and application servers.

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DYNABIZ 2.1 BIZNIZWEB INC.

25227 Grogan’s Mill Rd., Ste. 225 The Woodlands, TX 77380 PH: (281)367-4016 FX: (281)292-1870 URL: http://www.biznizweb.com Contact: Allen Kintigh, Chairman Founded: 1995. Description: DynaBiz(tm) allows ISPs, ASPs, Web developers, and Web portal owners to setup and host a large number of satellite Web sites. DynaBiz(tm) site operators can change site logos and other graphics using only a browser, and immediately add content. For Web portal owners, the satellite DynaBiz(tm) sites can seamlessly share content and information with the associated portal. A satellite

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Workbench, a built-in development tool designed for the quick assembly of applications from components.

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DYNAMIC COMMAND CENTER

DYNAMO PERSONALIZATION SERVER

VIEWLOCITY INC.




Founded: 1999. Description: The Dynamic Command Center is the control room for the supply chain where solutions to exceptions are evaluated and then executed in real time. The Command Center provides automated solution generation and processing to solve situations detected by the monitoring components.

Founded: 1991. Staff: 500. Description: The Dynamo Personalization Server combines information from marketing databases and user behavior to display personalized content across multiple channels. Designed and built for the business manager, this application is accessed through the Dynamo Control Center to coordinate all business activities on the Web site.

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DYNAMICS E-COMMERCE

DYNAMO SCENARIO SERVER

MICROSOFT GREAT PLAINS BUSINESS SOLUTIONS


1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President


Founded: 1981. Staff: 2000. Description: Dynamics offers big business e-commerce functionality for the small business budget, making it easy to increase revenue, improve sales efficiency, reduce rekeying errors, and create targeted emails campaigns to Web shoppers.


site operator can choose to publish content to the Portal only, to his Website only, or to both.

Founded: 1991. Staff: 500. Description: Dynamo Scenario-Server can benefit many key areas of business that involves customer contact, including marketing, sales, support, and operations. It can be used to create scenarios to simplify a business partner’s regular interactions with your organization through personalization-to remind distributors when it’s time to re-order, remember their last orders, and suggest new products to try.

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DYNAMO APPLICATION SERVER

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DYNAPORTAL 7.0


BIZNIZWEB INC.

25227 Grogan’s Mill Rd., Ste. 225 The Woodlands, TX 77380 PH: (281)367-4016 FX: (281)292-1870 URL: http://www.biznizweb.com Contact: Allen Kintigh, Chairman

Founded: 1991. Staff: 500. Description: Dynamo Application Server is designed to provide enterprises with the platform and tools required to succeed in quickly developing, deploying, and running personalized Web applications. Dynamo Application Server provides the system developer and application developer with all the benefits of Java, including JavaBean and Enterprise JavaBean components. Integrated into Dynamo Application Server is the Dynamo Developer

Founded: 1995. Description: DynaPortal(tm) is a suite of applications that integrates more than 30 modules to produce a Web portal. It provides content management, ecommerce, targeted advertising, and membership maintenance functions. Version 7.0 now includes an ecommerce eMall, Postcards applications, and the Sports Guide option incorporating team and player profiles, schedules, and league standings.

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❚ 475

Contact: James C. Edenfield, President, CEO, Treasurer

E-ADVANTAGE (ESP) E-COMMERCE SERVICE PROVIDERS, LLC

5732 Salmen St., Suite C New Orleans, LA 70123 PH: (504)818-1377 TF: 877-918-1377 FX: (504)729-9101 E-mail: [email protected] URL: http://www.1esp.com Contact: Joey C. Auer, President, Co-Founder Founded: 2000. Description: e-Advantage has real time credit card processing, pre-approved sales transactions, fraud risk reduction in addition to its e-Plus application features, which are: online e-marketing, promotions, and semi-annual re-Indexing, configuration and initialization of shopping cart technology, monthly hosting and backup services of shopping cart system, easy to integrate shopping cart with website, order capture with SSL 128bit digital encryption, dual notice to merchant and web purchaser, Web-based ‘‘e-Merchant Store Management Console’’ providing administration tools such as real-time Product Management, Sales Reporting,etc., and transaction data capture and 10 MBs of storage.

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E-BID AMERICAN SOFTWARE INC.

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)264-5296 TF: 800-726-2946 FX: (404)264-5206 E-mail: [email protected] URL: http://www.amsoftware.com Contact: James C. Edenfield, President, CEO, Treasurer Founded: 1970. Staff: 682. Description: e-Bid is streamlined, paperless bid processing. Purchasing professionals can quickly prepare bid requests and select a supplier candidate list, all on-line. e-Bid will route prepared bid requests for supervisor approval prior to submission. Once approved, eBid contacts each of the supplier candidates via e-mail. Returned responses are received real-time by the system into an on-line database. E-mail notification of receipt is sent to the appropriate purchasing agents within your organization. e-Bid will select bid data from your chosen winning response and transfer it directly into outgoing purchase orders. e-Bid automatically notifies all participating supplier candidates via e-mail of the award decision.

Founded: 1970. Staff: 682. Description: This B2B e-collaboration solution delivers the rapid response ability that companies need. By focusing on best practice Collaborative Planning, Forecasting and Replenishment (CPFR), Logility Voyager XPS provides the foundation for a successful online trading community portal.

❚ 478

E-COMMERCE SYNGISTIX

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com Contact: Scotte C. Hudsmith, President and CEO Founded: 1976. Description: e-Commerce from Syngistix is a browser based catalog and ordering application for business to business (B2B) supply chain transactions. e-Commerce is based upon the XPDT Commerce Engine, a business system for distribution and fulfillment operations. The e-Commerce application may be implemented as an internal or external facing storefront for the XPDT or X!TE distribution or fulfillment system, or integrated with other third party business systems.

❚ 479

E-INSIGHT WALKER INTERACTIVE SYSTEMS INC.

303 2nd St., 3 N San Francisco, CA 94107 PH: (415)495-8811 FX: (415)957-1711 E-mail: [email protected] URL: http://www.walker.com Contact: Frank Richardson, CEO Founded: 1971. Staff: 400. Description: MyInsight is an enterprise portal solution that connects knowledge workers with collaborative and reusable information from data sources using a web browser. MyInsight enables users to subscribe to information that is essential to doing their jobs.

❚ 480

❚ 477

E-INTELLIPRISE

E-COLLABORATION

AMERICAN SOFTWARE INC.


470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)264-5296 TF: 800-726-2946 FX: (404)264-5206 E-mail: [email protected] URL: http://www.amsoftware.com Contact: James C. Edenfield, President, CEO, Treasurer

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)264-5296 TF: 800-726-2946 FX: (404)264-5206 E-mail: [email protected] URL: http://www.amsoftware.com

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Founded: 2000. Description: The e-Plus package is a solution for merchants who want to sell products and services via the Internet. This package gives merchants the ability to accept payment information in a secure environment without an Internet Merchant Account. A personalized account managers will help guide new users through the setup and will answer any questions about the cart.

❚ 481

E-MARKETMAKER PURCHASEPRO

7710 W Cheyenne Ave. Las Vegas, NV 89129 PH: (702)316-7000 FX: (702)316-7001 E-mail: [email protected] URL: http://www.purchasepro.com Contact: Richard L. Clemmer, President, CEO and Chairman

❚ 484

E-POINT CRM CENTER POINT INFORMATION SYSTEMS, INC.

Founded: 1996. Description: PurchasePro e-MarketMaker allows customers to buy and sell more efficiently than before from the convenience of their desktops. By providing customers with a branded trading network, companies can create numerous marketing and sales opportunities and also increase brand esteem and loyalty with an audience. e-MarketMaker also allows a corporation and customers to trade with hundreds of thousands of businesses on the PurchasePro Commerce Network.

❚ 482

E-PLUS (ESP) E-COMMERCE SERVICE PROVIDERS, LLC

5732 Salmen St., Ste. C New Orleans, LA 70123 PH: (504)818-1377 TF: 877-918-1377 FX: (504)729-9101 E-mail: [email protected] URL: http://www.1esp.com Contact: Joey C. Auer, President, Co-Founder

E-PLUS SHOPPING CART (ESP) E-COMMERCE SERVICE PROVIDERS, LLC

5732 Salmen St., Ste. C New Orleans, LA 70123 PH: (504)818-1377 TF: 877-918-1377

65 William St., Ste. 150 Wellesley, MA 02481 PH: (781)416-7900 FX: (781)416-7901 E-mail: [email protected] URL: http://www.pointinfo.com Contact: Keith Holmes, CEO Founded: 1989. Staff: 182. Description: The e-point CRM Center is composed of dedicated CRM processes - sales, marketing, and support - which integrate seamlessly and can be rolled out across the contact center, and also across the extended enterprise. It provides a complete solution for organizations to effectively manage their relationship with prospects and customers, throughout the entire customer lifecycle. Users of the CRM Center can quickly and effectively respond to the demands of customers. Through features such as customer value, loyalty scoring and real-time identification of up-and cross-selling opportunities, the CRM Center makes it easy for customer service representatives to bring added value to the sales process. Contact centers can then operate as profit centers in their own right.

❚ 485

Founded: 2000. Description: e-Plus has online e-marketing, promotions, and semi-annual re-Indexing tools in addition to its e-Starters application features, which are: configuration and initialization of shopping cart technology, monthly hosting and backup services of shopping cart system, easy to integrate shopping cart with website, order capture with SSL 128bit digital encryption, dual notice to merchant and web purchaser, Web-based ‘‘e-Merchant Store Management Console’’ providing administration tools such as real-time Product Management, Sales Reporting,etc., and transaction data capture and 10 MBs of storage.

❚ 483

FX: (504)729-9101 E-mail: [email protected] URL: http://www.1esp.com Contact: Joey C. Auer, President, Co-Founder


Founded: 1970. Staff: 682. Description: e-intelliprise empowers an organization with information and the front-toback office infrastructure to turn e-vision into business value whether you began as an e-business (clicks) or a traditional business (bricks).

E-POINT CUSTOMER PORTAL POINT INFORMATION SYSTEMS, INC.

65 William St., Ste. 150 Wellesley, MA 02481 PH: (781)416-7900 FX: (781)416-7901 E-mail: [email protected] URL: http://www.pointinfo.com Contact: Keith Holmes, CEO Founded: 1989. Staff: 182. Description: The e-point Customer Portal provides a solution for a self-service internet channel by allowing customers or prospects to undertake self-service tasks using a browser, WAP phone or a PDA. Numerous features are available to customers using this channel, such as checking and updating all their account and contact details, requesting literature and checking the progress of existing orders and incidents. Some of the highlights of Customer Portal are: delivery of personalized messages to customers through a secure means, letting customers do their own shopping and post their own requests, and the

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ability to update Customers on issues that may be of interest to them.

❚ 488

E-PRO SHOPPING CART (ESP) E-COMMERCE SERVICE PROVIDERS, LLC

❚ 486

E-POINT MOBILE POINT INFORMATION SYSTEMS, INC.

65 William St., Ste. 150 Wellesley, MA 02481 PH: (781)416-7900 FX: (781)416-7901 E-mail: [email protected] URL: http://www.pointinfo.com Contact: Keith Holmes, CEO Founded: 1989. Staff: 182. Description: Designed for the direct (face-to-face) channel, e-point Mobile is a complete solution empowering field-based personnel with a full suite of CRM functionality. e-point supports both connected and disconnected users. Field based users can access e-point using preferred, familiar interfaces such as a laptop computer or PDA, to regularly synchronize their subset of data with the enterprises database.

5732 Salmen St., Ste. C New Orleans, LA 70123 PH: (504)818-1377 TF: 877-918-1377 FX: (504)729-9101 E-mail: [email protected] URL: http://www.1esp.com Contact: Joey C. Auer, President, Co-Founder Founded: 2000. Description: The E-Pro Shopping Cart package is a comprehensive commerce solution. It seamlessly integrates the present legacy systems with new online technologies that can properly manage current inventory. Some features include: configuration and initialization of shopping cart technology, monthly hosting and backup services of shopping cart system, integrated shopping cart, order capture with SSL 128bit digital encryption, dual notice to merchant and web purchaser, transaction data capture and storage, and online e-marketing, promotions and bi-monthly re-indexing.

❚ 489 ❚ 487

E-PROCUREMENT

E-POINT PARTNER PORTAL


POINT INFORMATION SYSTEMS, INC.


65 William St., Ste. 150 Wellesley, MA 02481 PH: (781)416-7900 FX: (781)416-7901 E-mail: [email protected] URL: http://www.pointinfo.com Contact: Keith Holmes, CEO Founded: 1989. Staff: 182. Description: The e-point Partner Portal has the ability for sharing of common product and customer data, marketing collateral, intelligence materials and sales and service histories with partners. It also provides tools for account, activity, and campaign management, as well as sales, product and opportunity management. Any customer interaction dealt with by the partner is instantly available to the organization. Some of the highlights of the Partner Portal are: Management of all customers’ activities- e-point gives the partners all the features available to the own organization. This includes the ability to view and modify activities, assign and reroute tasks to peers or group queue, and claim and reschedule activities as well as a list of other functions. It can effectively manage all interactions with customers. Partners can build and maintain a history of their customers. This information can then be used across all departments and across all channels, so that all employees and partners are aware of all previous interactions with the customer, and can therefore deal with the customer efficiently and effectively. Lastly, it can manage prospective sales. Partners can keep track of and monitor their recognized sales opportunities and produce sales forecasts on the basis of their pipeline activity. They can also keep track of the people, and their roles, who are involved with each opportunity or deal. Such influences for each opportunity may include buying influencers, members of the sales team, and even competitors.

Founded: 1970. Staff: 682. Description: e-Procurement is a paperless workflow that utilizes a browser interface. Users at the point of receipt can instantly call outstanding purchase orders to the screen for review and receipt processing. Once recorded, this receipt information is then immediately accessible on-line by the accounts payable department for invoice processing.

❚ 490

E-PROCUREMENT WALKER INTERACTIVE SYSTEMS INC.

303 2nd St., 3 N San Francisco, CA 94107 PH: (415)495-8811 FX: (415)957-1711 E-mail: [email protected] URL: http://www.walker.com Contact: Frank Richardson, CEO Founded: 1971. Staff: 400. Description: Walker’s e-procurement helps to automate the task-intensive, low-value purchasing activities, freeing buyers to focus on more strategic activities. With e-procurement, users can take advantage of the self-service model to allow end users to purchase basic supply items directly from their desktop, by accessing

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❚ 494

E-REVENUE WALKER INTERACTIVE SYSTEMS INC.

303 2nd St., 3 N San Francisco, CA 94107 PH: (415)495-8811 FX: (415)957-1711 E-mail: [email protected] URL: http://www.walker.com Contact: Frank Richardson, CEO

❚ 491

E-PROCUREMENT PURCHASEPRO


Founded: 1971. Staff: 400. Description: e-revenue provides customers with a direct, secure link to billing and credit information through their Web browser. They can get information about transactions, balances, payment receipts, and resolve payment disputes.

Founded: 1996. Description: PurchasePro e-Procurement delivers a complete enterprise-wide procurement solution to companies of all sizes. e-Procurement aggregates a corporation’s entire supply chain, corporate expenditures and supplier base into a web-based application that is accessible from any Internet-ready computer. The solution is fully operational in 45 days or less and instantly connects to all of suppliers without any hardware costs.

❚ 492

E-PROCUREMENT J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: J.D. Edwards E-Procurement allows an enterprise to streamline the procurement of goods and services by: achieving cost savings through refining and expediting the purchasing cycle for indirect goods and services, establishing preferred suppliers and products with boundaries determined based on price, item, and supplier, and decreasing cycle time, thereby ensuring that employees have supplies and services when they need them.

❚ 495

E-SOURCE PURCHASEPRO



approved vendors, electronic product catalogs, and other information they need.

Founded: 1996. Description: PurchasePro e-Source allows companies to conduct reverse auctions with suppliers, in real time, over the Internet, lowering costs and making sourcing easier. e-Source connects a company to the PurchasePro Commerce Network, containing hundreds of thousands of businesses allowing the company to source from an even larger supplier base.

❚ 496

E-STARTER (ESP) E-COMMERCE SERVICE PROVIDERS, LLC

5732 Salmen St., Ste. C New Orleans, LA 70123 PH: (504)818-1377 TF: 877-918-1377 FX: (504)729-9101 E-mail: [email protected] URL: http://www.1esp.com Contact: Joey C. Auer, President, Co-Founder

❚ 493

E-PROCUREMENT FOUNDATION SERVICES STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: e-Procurement Foundation Services provides a high level of base functionality to simplify complex system development, maintenance and security, and maximize the overall effectiveness of procurement processes.

Founded: 2000. Description: E-Starters includes: configuration and initialization of shopping cart technology, monthly hosting and backup services of shopping cart system, easy to integrate shopping cart with website, order capture with SSL 128bit digital encryption, dual notice to merchant and web purchaser, Web-based ‘‘e-Merchant Store Management Console’’ providing administration tools such as real-time Product Management, Sales Reporting,etc., and transaction data capture and 10 MBs of storage.

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❚ 497

E-STEEL EXCHANGE NEWVIEW TECHNOLOGIES INC

1250 Broadway New York, NY 10001 PH: (212)527-9997 TF: 877-447-8335 FX: (212)981-5687 E-mail: [email protected] URL: http://www.e-steel.com Contact: Scott Prince, CEO and President Founded: 1998. Description: e-STEEL Exchange enables buyers and sellers of Prime and Non-Prime Products to negotiate, transact, and conclude business with increased efficiency, fewer errors, and reduced cost. e-STEEL Exchange enables users to: conduct online, negotiation-based transactions in a neutral, secure environment, quickly and accurately target which buyers or sellers should receive a product inquiry or quote, make informed and profitable procurement decisions, accelerate transaction speed and reduce transaction-related costs across the supply network, and help to enhance trading relationships.

❚ 498

enable and support e-business. Using e-technology, businesses can build cost-effective, high-value e-business solutions that scale with specific needs and integrates with existing systems.

❚ 500

E-$TOREFRONT COBWEB INC.

3380 146th Pl. SE, Ste. 107 Bellevue, WA 98007-6472 TF: 888-426-2932 FX: (425)677-1313 E-mail: [email protected] URL: http://www.cobweb.com Contact: Richard Lancaster, CEO Founded: 1994. Description: E-$torefront is a store front application and enables businesses to effectively manage their Internet business. E-$torefront’s properties enable it to conform to both B2C and B2B applications. E-$torefront offers state-of-the-art e-commerce capabilities and affordable access to industry leading technologies and services.

❚ 501

E-STORE

E-$TOREFRONT EZ



COBWEB INC.

3380 146th Pl. SE, Ste. 107 Bellevue, WA 98007-6472 TF: 888-426-2932 FX: (425)677-1313 E-mail: [email protected] URL: http://www.cobweb.com Contact: Richard Lancaster, CEO

Founded: 1970. Staff: 682. Description: e-Store is an Internet ordering system that interfaces with existing legacy host order entry systems. Using the Internet or corporate intranets, customers and sales force have secure access to the order management system. This softtware captures orders via the server and application program interfaces (APIs); it verifies item availability, pricing and updates the host order entry system.

Founded: 1994. Description: E-$torefront EZ is for companies who have just a few products that they want to sell online and don’t need all of the catalog and store management functionality offered in the full version of E-$torefront. It is perfect for selling downloadable products or software. E$torefront EZ’s properties enable it to conform to both b2c and b2b applications providing the functionality and support necessary. Like the full version of E-$torefront, EZ offers all of the back end functionality necessary to effectively transact over the Internet.

❚ 499

❚ 502

E-TECHNOLOGY WALKER INTERACTIVE SYSTEMS INC.

303 2nd St., 3 N San Francisco, CA 94107 PH: (415)495-8811 FX: (415)957-1711 E-mail: [email protected] URL: http://www.walker.com Contact: Frank Richardson, CEO

E-TRAVEL AERGO (US) E-TRAVEL INC.

1000 Winter St., Ste. 4200 Waltham, MA 02451 PH: (781)622-5905 TF: 800-343-5228 URL: http://www.e-travel.com Contact: Ian Wheeler, Managing Director

Founded: 1971. Staff: 400. Description: e-technology consists of the architecture, technologies and components that

Founded: 2001. Staff: 300. Description: e-Travel Aergo (US) (previously e-Traveler) is a self-booking tool that enables employees to plan and book policy-compliant travel

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❚ 506

E-TRAVEL WORKFLOW E-TRAVEL INC.


❚ 503

E-TRAVEL DIRECTLINK E-TRAVEL INC.

1000 Winter St., Ste. 4200 Waltham, MA 02451 PH: (781)622-5905 TF: 800-343-5228 URL: http://www.e-travel.com Contact: Ian Wheeler, Managing Director Founded: 2001. Staff: 300. Description: e-Travel DirectLink is a browser-based service for corporations offering a seamless connection directly with travel suppliers. This service enables the corporate travel buyer to link directly with travel suppliers giving them streamlined travel service supply chain, cost savings, and service enhancements.

❚ 504

Founded: 2001. Staff: 300. Description: With e-Travel Workflow, users can automatically route travel requests to the right approvers and keep travelers updated in real time on the status of their requests. Working directly within email notifications, or via a link in the e-Travel Aergo (US) on-line service, approvers can approve, reject, or request modifications to proposed travel plans. The e-Travel Workflow Option provides corporations with the ability to request approval or notification for all trips, or only for those trips that are out of policy.

❚ 507

E-TRAVEL MEETINGS

EASYTRADE

E-TRAVEL INC.

KEWILL

1000 Winter St., Ste. 4200 Waltham, MA 02451 PH: (781)622-5905 TF: 800-343-5228 URL: http://www.e-travel.com Contact: Ian Wheeler, Managing Director Founded: 2001. Staff: 300. Description: e-Travel Meetings is a seamless, integrated service for meeting management and group travel planning and purchasing. Through a partnership with StarCite, e-Travel Meetings manages all aspects of the meeting process, including: site selection, RFPs and negotiation, budgeting, attendee registration, group travel planning and purchasing, and consolidated business intelligence.


itineraries (including air, car, rail, and hotel) using a standard Web browser.

100 Nickerson Rd. Marlborough, MA 01752 PH: (508)229-4400 TF: 877-872-2379 FX: (508)229-4404 URL: http://www.kewill.com Contact: Robert Malley, CEO Staff: 750. Description: EasyTrade is an EDI based ecommerce solution that allows organizations of any size to communicate business information such as orders, ASNs and invoices. EasyTrade includes all components necessary for electronic trading from EDI and communication software to Value Added Network access and network traffic.

❚ 505

E-TRAVEL REPORTER (US)

❚ 508

E-TRAVEL INC.

EBANNER TRACKER


MONSTER SOFTWARE INC.

Founded: 2001. Staff: 300. Description: e-Travel Reporter (US) (previously e-Travel Intelligence) consolidates information from different sources including reservations created by travel agencies, on-line reservations, and enterprise data. Powered by Oracle Discoverer, decision makers throughout a company can access data and transform it into information. With e-Travel Reporter, a corporation will: understand and analyze travel purchasing, quickly identify cost-savings opportunities, confidently leverage negotiation with suppliers, and acquire travel services at the lowest total cost.

743 Moaniala St. Honolulu, HI 96830 TF: (808)373-1211 FX: (208)575-9517 E-mail: [email protected] URL: http://www.monstersoftware.com Description: eBanner Tracker is used to manage advertising banners on a web site. It monitors the amount of hits on each page where the banners are installed. A link can be provided to advertisers so they can see the statistics of the banner hits while tracking the amount of traffic to their banners. This is all done in a completely secure environment using SSL (Secure Socket Layer). Up to 2 different banners on each HTML page and eBanner Tracker can be managed.

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❚ 509

EBRM2000 ACTION TECHNOLOGIES, INC.

1301 Marina Village Pkwy., Ste. 100 Alameda, CA 94501-1028 PH: (510)521-6190 TF: 800-967-5356 FX: (510)769-0596 URL: http://www.actiontech.com Contact: Bill Welty, CEO and Chairman of the Board Founded: 1983. Description: eBRM2000 is a client relationship management solution that acts as a business interaction portal for professional service firms that need to increase customer satisfaction, resource utilization and leverage by managing all their revenue-generating activities in one webbased enterprise application. eBRM2000 helps to manage the work people do in handling inquiries, pursuing opportunities, generating proposals, reviewing contracts and managing engagements. eBRM2000 is a web-based enterprise application for managing all the revenue-generating projects and processes that drive service enterprise. At its core is a closedloop business interaction model that enables prospects, clients and professionals to initiate, manage and track work that satisfies clients, while reducing inefficiencies in operations. Its reusable templates enable creation of best practices in every aspect of business.

❚ 510

ECACHES

Founded: 2000. Staff: 100. Description: eCheck200 provides electronic check and payment processing. It has check acceptance over a website, phone, fax or Point-Of-Sale. It provides a fully functional internet-payment-gateway, complete ACH services and end-to-end Lockbox Processing. All transactions initiated by eCheck are delivered and processed DIRECTLY to the Federal Reserve. Automatic debits, outgoing payments are available, and provides credit card processing. Accepts B2B and B2C checks from any U.S. Bank.

❚ 512

ECOM21 TECHNOLOGY GROUP INTERNATIONAL LTD.

124 N Summit St., Ste. 317 Toledo, OH 43604 TF: 800-837-0028 FX: (419)242-7537 E-mail: [email protected] URL: http://www.techgroupintl.com Contact: Scott E. Smith, President Founded: 1990. Description: eCom21 can interface between almost any existing business software and can be used for both B2B and B2C eCommerce. eCom21 offers existing customers superior customer service, reduces company overhead, and opens business to potential customers. eCom21 can be configured in different ways. The system can be configured to provide on-line real-time interaction with current business application software. It can also be configured to perform periodic updates of current business systems as needed.

ACTA TECHNOLOGY, INC.

1667 Plymouth St. Mountain View, CA 94043-1203 PH: (650)230-4200 FX: (650)230-4201 E-mail: [email protected] URL: http://www.acta.com Contact: Carol Mills Baldwin, President and CEO Founded: 1996. Staff: 200. Description: Acta eCaches are pre-packaged data applications that deliver information needed by employees, customers, suppliers and partners. eCaches extract data in batch and real-time and cache this data in relational databases. They deliver real-time requestreply data flows for critical up-to-the-minute responses required for integration with sell-side, CRM, SCM and other operational systems. eCaches speed deployment and lower costs by delivering: the definition of data content requirements, data flows to support standard business processes, data schema down to individual data lines and items, and identification of source to target mappings and transformations.

❚ 513

ECOMMERCE NETOPIA INC.

2470 Mariner Square Loop Alameda, CA 94501 PH: (510)814-5100 TF: 800-485-5741 FX: (510)814-5020 E-mail: [email protected] URL: http://www.netopia.com Contact: Alan Lefkof, President and CEO Staff: 399. Description: With the Netopia eCommerce solution, partners can offer a private-labeled service that can put SME customers on the Web with a professional touch for a competitive monthly fee. Customers can efficiently build a scalable Web site or store with no programming or HTML skills required.

❚ 514

❚ 511

ECONNECTIONS DEMAND MANAGER

ECHECK2000

ECONNECTIONS

ECHECK2000

75 N Fair Oaks Ave., Ste. 800 Pasadena, CA 91103 PH: (626)817-6000 TF: 877-251-9845 E-mail: [email protected]

266 Tolbert Pl. Arroyo Grande, CA 93420 PH: (805)550-8519 URL: http://www.echeck2000.com

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ECONNECTIONS SUPPLY MANAGER ECONNECTIONS

Founded: 2000. Staff: 90. Description: eConnections Demand Manager is a Web-based application that aggregates and analyzes demand forecasting data in real-time. eCDM enables collaborative demand planning among multiple groups within a company (sales, marketing, distribution, manufacturing) and with outside suppliers and customers, all within a common connected environment. At the same time, eCDM continuously provides users with real-time feedback and personalized access to live supply chain data to help them make more informed business decisions.

❚ 515

ECONNECTIONS INVENTORY MANAGER ECONNECTIONS

75 N Fair Oaks Ave., Ste. 800 Pasadena, CA 91103 PH: (626)817-6000 TF: 877-251-9845 E-mail: [email protected] URL: http://www.econnections.com Contact: Robert Rodin, Chairman and CEO Founded: 2000. Staff: 90. Description: eConnections Inventory Manager establishes minimum inventory levels and replenishment triggers necessary to achieve efficient production cycle times and desired customer service levels. eCIM is a Web-based service that automates the work associated with managing inventory levels. This service includes demand flow technology that resets inventory levels and reorder points based on demand fluctuations and consumption trends.

75 N Fair Oaks Ave., Ste. 800 Pasadena, CA 91103 PH: (626)817-6000 TF: 877-251-9845 E-mail: [email protected] URL: http://www.econnections.com Contact: Robert Rodin, Chairman and CEO Founded: 2000. Staff: 90. Description: eConnections Supply Manager is a Web-based solution that enables a customer to achieve top supply chain performance by optimizing its supply chain activities with its supply partners. eCSM permits supply chain partners to communicate requirements, capabilities and changes, and interactively influence them in real-time within a common, connected environment. eCSM proactively identifies exceptions that impact a company’s ability to fulfill customer demand. By pinpointing potential supply problems, eCSM enables the customer to anticipate problems early and make rapid strategic sourcing decisions, reducing the costs of unnecessary supply chain inventory and sourcing cycle times.


❚ 517

URL: http://www.econnections.com Contact: Robert Rodin, Chairman and CEO

❚ 518

ECONNECTOR FOR ATG DYNAMO DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: An integration between ATG Dynamo e-Business Platform and the Documentum Web content management (WCM) solution provides Web sites with up-to-the-minute content that is reliable and tailored, allowing organizations to strengthen customer relationships. Documentum eContent Services for Portals enables Documentum content management functionality to be exposed through the ATG portal so users within and beyond the enterprise can interact with content and participate in essential business processes, thereby transforming the portal into an interactive e-business tool.

❚ 516

ECONNECTIONS QUOTE MANAGER ECONNECTIONS

75 N Fair Oaks Ave., Ste. 800 Pasadena, CA 91103 PH: (626)817-6000 TF: 877-251-9845 E-mail: [email protected] URL: http://www.econnections.com Contact: Robert Rodin, Chairman and CEO Founded: 2000. Staff: 90. Description: eConnections Quote Manager (eCQM) is a strategic sourcing solution that provides real-time connectivity and visibility for true collaboration across the entire supply chain. This helps to shorten quote cycle time, reduce costs and improve competitiveness. eCQM provides management in real time by automating the complex dialog between customers and their private supplier network. eCQM automatically and transparently formats and distributes multi-level BOMs into standard RFQs using a web-based interface. This enables multiple partners, whether internally or from different organizations to be able to work together simultaneously, in real time, on the same quote.

❚ 519

ECONNECTOR FOR BEA WEBLOGIC DOCUMENTUM


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Founded: 1990. Description: Documentum eConnector for BEA WebLogic enables users to engage and retain customers by being able to rapidly and reliably create, manage, and deliver personalized Web content to enrich their customers’ experiences. With Documentum Web content management (WCM) and BEA WebLogic E-Business Platform, enterprises can develop and deploy mission-critical, global ebusiness solutions at Internet speed.

❚ 520

ECONNECTOR FOR IBM WEBSPHERE DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: With Documentum eConnector for IBM WebSphere, content can be implemented that enables an organization to personalize solutions combining Documentum’s WCM solution with IBM WebSphere. Together, Documentum 4i WCM Edition and IBM WebSphere empower business users to easily create, contribute, and personalize e-business content while enabling seamless delivery tailored to every Web site visitor and customer. The integration between IBM and Documentum enables access to both the Documentum content repository and a repository of cached content outside the firewall which will help balance fast access to public information with secure access to protected data. Documentum content and metadata are correlated directly with IBM user profiles to ensure dynamic delivery of highly relevant content for all site visitors.

❚ 521

ECONNECTOR FOR JDBC DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum eConnector for JDBC allows direct access to a Documentum repository from J2EE-compliant application server, such as BEA WebLogic and IBM WebSphere. A powerful tool for enabling Web applications with access to both secure and nonsecure content, eConnector for JDBC balances fast responsiveness with the tight control required when secure content is made accessible through public Web sites. It is most used with Java-based applications that extract information from back-office systems and integrate it with other content at runtime.

❚ 522

ECONNECTOR FOR LOTUS NOTES MAIL DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: eConnector for Lotus Notes is an integration between the Lotus Notes Mail client and the Documentum eContent Server that supports participation in document review cycles and the archiving of e-mail without a Documentum client. With eConnector for Lotus Notes, Documentum users have the ability to expand usage of content management across the enterprise while avoiding much of the maintenance and training costs associated with the deployment of an additional desktop client. In the application hosting market, this product allows Notes-based customers to add content management to their current infrastructure without any additional infrastructure investment and with very minimal setup time.

❚ 523

ECONNECTOR FOR SAP DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: The Documentum 4i ECM Platform automates business processes to control, share, manage, and reuse valuable corporate content. eConnectors for SAP provide additional services that integrate this content and SAP-generated content with SAP processes in a paperless, distributed, electronic environment. With eConnectors for SAP, both SAP and non-SAP users can access information, such as vendor contracts, invoices, standard operating procedures, material safety data sheets, engineering drawings, specifications, and related content, directly from their desktops, eliminating the personnel time and costs of searching for, filing, and storing this content.

❚ 524

ECONNECTOR FOR SIEBEL EBUSINESS DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com

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EDI Founded: 1990. Description: Documentum eConnector for Siebel eBusiness Applications is an out-of-the-box integration that allows Siebel customers to interact with secure, personalized, relevant, unstructured content in multiple formats across the enterprise through a single user experience. By linking content between Siebel and Documentum, this product enhances operational efficiency, allowing the user to provide quality, end-to-end customer service. eConnector for Siebel eBusiness Applications is configurable to expose Documentum-managed content within Siebel Call Centerbased applications via multiple views to enable check in, check out, view, delete, viewing attributes, and the ability to drag and drop between views to create links between Documentum content and Siebel business objects.

❚ 525

ECONTENT SERVER DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: eContent Server implements and manages the Documentum content repository and a set of content services. With its workflow, process automation, and lifecycle automation, eContent Server manages content and processes throughout and between distributed enterprises. eContent Server enables end-to-end control of the entire content lifecycle, from its creation and capture to routing for approval and publishing in the preferred format.

DAZ SYSTEMS, INC.

880 Apollo St., Ste. 201 El Segundo, CA 90245 PH: (310)640-1300 FX: (310)640-9900 E-mail: [email protected] URL: http://www.dazsi.com Founded: 1995. Description: The EDI package will help simplify the business flow by seamlessly linking Oracle applications with the various EDI transactions from different Trading Partners. The package consists of Procedures for reading data from flat files into Oracle Applications, cleaning the data and then sending it through the Oracle Standard Interfaces into Oracle Applications. Additionally it keeps history of the original transaction and allows changes to the transactions before being processed by Oracle. At each of the processing stages, emails could be sent to an email group if there are any interface errors. There are design documents that would depict everything from the table mappings to issues that the client will encounter and need to address thereby giving the advantage of jumpstarting each interface and allowing the client to begin addressing critical issues from day one. These transactions can be grouped based on where they come from. Transactions coming from Trading Partners can be grouped as the Core EDI transactions and the transactions coming from the Warehouse Management System can be grouped as the Additional EDI Transactions.


❚ 527

Contact: Jeffrey A. Miller, President and CEO

❚ 528

EDIRECTORY ECOM ENTERPRISES INC.

1230 Oakmead Pkwy., Ste. 318 Sunnyvale, CA 94085 PH: (408)720-9194 TF: 877-955-3266 FX: (408)720-9195 E-mail: [email protected] URL: http://www.ecomenterprises.com Description: eDirectory is used for creating and maintaining growing compilations of listings. The web-based eDirectory acts as repository for all media files allowing the user access from any web browser. eDirectory can be used for businesses that need on-line cataloging services.

❚ 526

ECONTENT VERSION 3.0 ECOM ENTERPRISES INC.

1230 Oakmead Pkwy., Ste. 318 Sunnyvale, CA 94085 PH: (408)720-9194 TF: 877-955-3266 FX: (408)720-9195 E-mail: [email protected] URL: http://www.ecomenterprises.com

❚ 529

EDX SYNGISTIX

Description: eContent is a feature rich Content Management System. eContent is an Enterprise Level Content Management System that offers: distributed workload via a collaborative work environment, WYSIWYG editing tools, managed approval process with user-definable workflow, easy integration into the existing website, and scalability to meet the needs of a growing business.

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com Contact: Scotte C. Hudsmith, President and CEO

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Founded: 1976. Description: The X!TE EDX module is a collaboration engine that supports Enterprise Application Integration (EAI). EDX provides open interface connectivity for communicating with customers and suppliers via EDI or the Internet. Using published standard XML formats, it supports real time interaction between distribution centers, fulfillment houses, customers and suppliers. The edX architecture also allows customers to utilize published APIs (XDOCS) to seamlessly integrate with 3rd party software and additional Syngistix software modules.

❚ 532

❚ 530

Founded: 1981. Staff: 2000. Description: Designed for multi-department workflow, eEnterprise offers comprehensive sales order processing and invoicing capabilites, receivables and inventory management, and multicurrency management. eEnterprise is also designed to support in a networked and increasingly global economy. eEnterprise Multicurrency Management lets business be conducted in international currencies. The eEnterprise Distribution Series includes eCommerce, eSell and eOrder for setting up secure retail and business-to-business commerce on the Internet. eEnterprise leverages the power of Microsoft BackOffice, including Microsoft Site Server, to provide flexibility and state-of-the-art features for conducting business in worldwide, online markets.

EENTERPRISE E-COMMERCE MICROSOFT GREAT PLAINS BUSINESS SOLUTIONS

1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President Founded: 1981. Staff: 2000. Description: eEnterprise combines high-growth e-commerce capacity with rapid speed to-market integration. It allows the user to set up and manage the storefront on the Web and offers tools for building saleks, reducing costs, and helping to more efficiently capture sales.

EENTERPRISE SALES & DISTRIBUTION SERIES MICROSOFT GREAT PLAINS BUSINESS SOLUTIONS


❚ 533

EFORMS FILENET CORPORATION

❚ 531

EENTERPRISE PROJECT SERIES MICROSOFT GREAT PLAINS BUSINESS SOLUTIONS

1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President Founded: 1981. Staff: 2000. Description: eEnterprise Project Series is designed to give detailed project information in real time. The Project Series’ time and expense applications enable employees to track their progress wherever they are. With the Project Series’ custom invoices and cycle billing, the time spent managing client invoicing is reduced and billing becomes systematic, speeding payment by clients. For managers who are directing projects, the Project Series’ comprehensive budgeting tools make it easy to gauge a team’s progress against plan and to deal with potential problems before they impact the project’s delivery. Project accounting functionality eliminates the need for cumbersome subaccounts in the General Ledger and gives full access to critical cost and budget analysis information through online inquiries and printed reports.

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Panagon eForms enables customers to lower overhead costs by spending less time creating and managing business processes, and ensures a rapid deployment through the powerful and visually rich eForms environment. As the front-end to business processes, Web-based Panagon eForms provides customers with an intuitive point-and-click user interface that supports the use of digital signatures for security and authentication.

❚ 534

EGATE INTEGRATOR SEEBEYOND

404 E Huntington Dr. Monrovia, CA 91016 TF: 800-425-0541 E-mail: [email protected] URL: http://www.seebeyond.com Contact: James Demetriades, CEO, President and Founder Founded: 1989. Staff: 700. Description: eGate enables the friction-free flow of information across and between

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mail is read by eMailer and puts information directly into the POP or the accounting software.

❚ 538

EMALLBUILDER MONSTER SOFTWARE INC.

❚ 535

E*INSIGHT BUSINESS PROCESS MANAGER SEEBEYOND

404 E Huntington Dr. Monrovia, CA 91016 TF: 800-425-0541 E-mail: [email protected] URL: http://www.seebeyond.com Contact: James Demetriades, CEO, President and Founder Founded: 1989. Staff: 700. Description: e*Insight lets the user monitor, manage, analyze and optimize key processes as they happen and provides rapid response in critical private and shared processes.

743 Moaniala St. Honolulu, HI 96830 TF: (808)373-1211 FX: (208)575-9517 E-mail: [email protected] URL: http://www.monstersoftware.com Description: eMallBuilder is a suite of Monster Software’s software applications which have been combined to provide a tool for creating and managing a shopping mall on the Internet. DB Displayer, CartMonster and FormsMagic have been interfaced to work in an integrated fashion.

❚ 539

EMARKET CLARUS CORP.

3970 Johns Creek Ct. Suwanee, GA 30024 PH: (770)291-3900 TF: 800-437-0734 FX: (770)291-8599 E-mail: [email protected] URL: http://www.claruscorp.com Contact: Steve Jeffery, Chairman, President and CEO

❚ 536

ELANCE 3.0 ELANCE INC.

820A Kifer Rd. Sunnyvale, CA 94086 PH: (408)524-7500 FX: (408)524-4814 E-mail: [email protected] URL: http://www.elance.com Contact: Fabio Rosati, President and CEO Founded: 1998. Staff: 80. Description: Elance 3.0 is a suite of services procurement and management (SPM) applications designed to meet the needs of the largest and most diverse corporations. This web-based software enables enterprises to optimize and gain visibility into services spend. It reduces costs and improves quality by streamlining services procurement and management, including planning, sourcing, payments, maintaining vendor networks, and reporting. Elance 3.0 integrates with other enterprise software, including procurement, human resource, capital management, and financial applications.


enterprises. eGate’s 4th generation component- based architecture makes optimal use of the network and provides extensibility, scalability and high availability while eliminating processing bottlenecks and single points of failure. eGate’s industrial strength security validates and protects application data throughout private or public networks.

Founded: 1992. Staff: 192. Description: Clarus eMarket is a comprehensive, packaged trading exchange application that is highly customizable. It accommodates multiple business models, broker or distributor, allowing sponsors to build the right model based upon their needs. It accommodates buyer- supplier- or intermediary-sponsored trading exchanges. Clarus eMarket integrates buyer and seller services such as content management, analytics, sourcing, auctioning, settlement, and ERP integration.

❚ 540

EMARKETS IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB

10 N Martingale Rd., Ste. 600 Schaumburg, IL 60173 PH: (847)592-0200 TF: (847)592-0201 E-mail: [email protected] URL: http://www.ifsworld.com Contact: Bengt Nilsson, President and CEO

❚ 537

EMAILER BRIDGE SOFTWARE INC.

3370 S Service Rd. Burlington, ON, Canada L7N3M6 PH: (905)631-8333 TF: 800-755-6921 FX: (905)631-8811 E-mail: [email protected] URL: http://www.ebridgesoft.com Description: Enables business to send P.O.’s directly from the Accounting Software by email to suppliers. Incoming

Founded: 1983. Staff: 3550. Description: IFS eMarkets focuses on matching seller and buyer. It is intended as a third-party-managed many-to-many marketplace and as a private marketplace suitable for a one-to-many buyer-supplier models. It also offers support for negotiations, integration with logistics service providers as well as buyer and seller statistics.

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❚ 541

❚ 544

EMART VERSION 4.0

ENTERPRISE REAGENT MANAGER

ECOM ENTERPRISES INC.

SCIQUEST INC.

1230 Oakmead Pkwy., Ste. 318 Sunnyvale, CA 94085 PH: (408)720-9194 TF: 877-955-3266 FX: (408)720-9195 E-mail: [email protected] URL: http://www.ecomenterprises.com

5151 McCrimmon Pky., Ste. 216 Morrisville, NC 27560 PH: (919)659-2100 TF: 888-638-7322 FX: 888-638-7934 E-mail: [email protected] URL: http://www.sciquest.com Contact: Stephen Wiehe, President and CEO

Description: eMart’s multi-component system breaks down the task of managing on-line sales and provides the user with the tools necessary to run a successful eBusiness.eMart is a customizable, enterprise-level e-commerce solution. eMart is useful for businesses that need on-line commerce services delivered in a personalized fashion.

❚ 542

EMERGE(TM) CONTENT MANAGEMENT SYSTEM REQUISITE TECHNOLOGY INC.

10955 Westmoor Dr., Ste. 100 Westminster, CO 80021 PH: (303)474-2200 FX: (303)474-2211 E-mail: [email protected] URL: http://www.requisite.com Contact: Robert King, Chairman and CEO Founded: 1993. Description: eMerge gives catalog administrators the tools to manage e-content easily and cost-effectively. It creates secure views of the entire catalog, load content from any source in any format, set business and quality rules and notifications, cleanse and map data, generate reports, and reviews and approves catalog changes.

❚ 543

Founded: 1995. Staff: 136. Description: Enterprise Reagent Manager enables a tightly integrated supply chain and optimizes the management of reagents from sourcing through disposal, utilizing the business-to-business procurement and supply-chain processes with internal material management and logistic processes. ERM leverages database and Internet technologies to provide a collaborative e-business network for the researcher operation and its suppliers.

❚ 545

ENTERPRISEONE-PLUS CGW INC.

6727 Heritage Business Court, Ste. 708 Chattanooga, TN 37421 PH: (423)892-2902 FX: (423)855-7374 E-mail: [email protected] URL: http://www.cgwinc.com Founded: 1994. Description: EnterpriseOne Plus provides not only a complete and reliable warehouse management and fulfillment solution, but it adds e-commerce features. E1 2000 allows management of multiple warehouses as a single virtual warehouse. This gives it the ability to share and track inventory across multiple distribution centers. E1 2000 also provides order entry and customer service functionality.

ENGAGEMENT SERVICES DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Engagement Services is a multi-protocol server that extends Content Management capabilities beyond the firewall by enabling inter-enterprise workflows and maximizes ROI by streamlining critical business processes. Leveraging the native XML, workflow, distributed repository support, and virtual document capabilities of the 4i eBusiness Platform, Engagement Services adds a highly scalable architecture, multiple transport mechanisms, and security features to allow external partners to securely participate in Web content management and collaboration processes without requiring additional software investment on their end.

❚ 546

ENTIGO CATALOG ENTIGO CORPORATION

1595 Spring Hill Rd., Ste. 100 Vienna, VA 22182 PH: (703)394-3040 FX: (703)442-9780 E-mail: [email protected] URL: http://www.entigo.com Contact: Mahesh Gidwani, Sr. Vice President, Operations Founded: 1995. Description: Entigo Catalog facilitates online ordering by integrating multiple catalogs, creating personalized views and enabling access to real time inventory and pricing. Through Web sites, manufacturers and their channel partners can cost-effectively market their products. Entigo Catalog quickly gets channel partners and customers the information they need and moving them to order processing. Entigo Catalog enables manufacturers to present a single, customer-specific view of their complete product offering via the Web. Entigo Catalog coordinates multiple

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❚ 547

ENTIGO ORDER ENTIGO CORPORATION

1595 Spring Hill Rd., Ste. 100 Vienna, VA 22182 PH: (703)394-3040 FX: (703)442-9780 E-mail: [email protected] URL: http://www.entigo.com Contact: Mahesh Gidwani, Sr. Vice President, Operations Founded: 1995. Description: Entigo Order features one click order processing automated release management and real time order tracking. Entigo Order makes real time online order transactions a reality. Entigo Order allows a manufacturer’s channel partners and their customers to place and monitor all orders through a Web browser, translating into increased operating efficiencies, enhanced customer loyalty and greater revenues. Entigo Order enables businesses to extend their entire product offering online, set periodic or custom release schedules, review order status and create orders for multiple sites. With seamless connectivity to a manufacturer’s existing systems, Entigo Order makes online order management easy, incorporating the breadth, immediacy and reliability of the Web into the channel partners’ buying and selling experience. It also performs a variety of wide-ranging business functions electronically, including scheduling deliveries, checking order status, making real time inventory inquiries, and getting advance shipment notices, as well as pricing and viewing account directories.

❚ 548

ENTIGO REALITY BUILDER ENTIGO CORPORATION

1595 Spring Hill Rd., Ste. 100 Vienna, VA 22182 PH: (703)394-3040 FX: (703)442-9780 E-mail: [email protected] URL: http://www.entigo.com Contact: Mahesh Gidwani, Sr. Vice President, Operations Founded: 1995. Description: Entigo Reality Builder combines a standard eCommerce platform with a framework enabling users to graphically develop business processes, seamlessly integrate with any backend systems and adapt to changes in real time. Entigo Reality Builder is a combination platform and framework that provides complete flexibility and optimization of a company’s eCommerce solution. Entigo Reality Builder has two components: a server and a desktop. The server runs Entigo applications and vital tools for administration, security, connectivity and interoperability; the desktop contains the visual design environment, source code editor and source code management. Together these components enable users to graphically personalize, enhance and seamlessly integrate all eBusiness functions and business processes.

❚ 549

ENTIGO WARRANTY ENTIGO CORPORATION

1595 Spring Hill Rd., Ste. 100 Vienna, VA 22182 PH: (703)394-3040 FX: (703)442-9780 E-mail: [email protected] URL: http://www.entigo.com Contact: Mahesh Gidwani, Sr. Vice President, Operations Founded: 1995. Description: Entigo Warranty, a B2B Webbased claims management system, enables manufacturers to save money through the intelligent administration of product warranty programs and claims and comprehensive supplier recovery. Entigo Warranty is a powerful warranty claims management system that seamlessly automates the after-thesale service interaction between manufacturers, multi-tier channel partners and customers, saving significant time and money. Entigo Warranty is a complete solution that begins with online registration of claims to the recovery of monies from suppliers. Entigo Warranty provides intelligent claims processing, enabling manufacturers and channel partners to submit and view all claims associated with user groups, automatically validate and classify claims against product registration information and warranty programs, track standard repair time, log actual labor and much more.


catalogs into an easy-to-use format, allowing channel partners and customers to get detailed product information and make real time decisions.

❚ 550

ENTRUST AUTHORITY SECURITY MANAGER ENTRUST INC.

1 Hanover Pk., 16633 Dallas Pky. Addison, TX 75001 PH: (972)713-5800 TF: 888-690-2424 FX: (972)713-5805 E-mail: [email protected] URL: http://www.entrust.com Contact: F. William (Bill) Conner, Chairman, President and CEO Founded: 1994. Description: Entrust Authority Security Manager is designed to manage the digital keys and certificates required to automate all security-related processes in an organization. Entrust Authority Security Manager software enables the use of digital signature, digital receipt, encryption and permissions management services across a wide variety of applications and solutions. This software securely stores the certificate authority (CA) private key, issues certificates for users and devices, and publishes user and application certificate revocation lists (CRLs) to allow verifiable communications. The Security Manager also maintains a database of users’ private key histories for recovery purposes in the event that users lose access to their keys. Event logging and reporting makes it possible to maintain an auditable record.

❚ 551

ENTRUST ENTELLIGENCE ENTRUST INC.

1 Hanover Pk., 16633 Dallas Pky. Addison, TX 75001 PH: (972)713-5800

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TF: 888-690-2424 FX: (972)713-5805 E-mail: [email protected] URL: http://www.entrust.com Contact: F. William (Bill) Conner, Chairman, President and CEO Founded: 1994. Description: Entrust Entelligence provides an integrated solution to secure internal applications that leverages enhanced Internet security capabilities to allow critical enterprise processes to be moved to the Internet. It delivers a single security layer that can encompass an enterprise’s entire set of enhanced security needs including identification, privacy, verification and security management.

❚ 552

server and back-end servers. Entrust TruePass enables digital signatures for online transactions, providing a verifiable record for dispute resolution and empowering companies to deliver add-on services such as digital receipts. Uniquely, Entrust TruePass digital signatures sign the entire Web page, not only the data entered by a user. This provides true audit and non-repudiation capabilities.

❚ 554

ENUGGETS DATA MINING TECHNOLOGIES, INC.

1055 Stewart Ave., Ste.1 Bethpage, NY 11714 PH: (516)470-9011 E-mail: [email protected] URL: http://www.data-mine.com

ENTRUST GETACCESS ENTRUST INC.

1 Hanover Pk., 16633 Dallas Pky. Addison, TX 75001 PH: (972)713-5800 TF: 888-690-2424 FX: (972)713-5805 E-mail: [email protected] URL: http://www.entrust.com Contact: F. William (Bill) Conner, Chairman, President and CEO Founded: 1994. Description: The Entrust GetAccess portfolio provides organizations with the security, flexibility and performance required to personalize the user experience of a Web portal. As the foundation of the Entrust Secure Web Portal solution, Entrust GetAccess makes it possible to identify with whom business is being done and through an online Enterprise portal. It also entitles personalized access to information based on user identities.

❚ 553

ENTRUST TRUEPASS

Founded: 1996. Staff: 10. Description: eNuggets is a server based data mining software for the enterprise. eNuggets is designed to run on Unix and NT platforms. It sits quietly in the background assimilating new data in real time. eNuggets can respond to a request for information from just about any type of application or server such as an ad server, a CRM server, or an insurance fraud detection software. The results are then returned to the inquiring server to perform the appropriate action.eNuggets is now available on the SUN, Linux and NT platforms.

❚ 555

EORDER MICROSOFT GREAT PLAINS BUSINESS SOLUTIONS


ENTRUST INC.

1 Hanover Pk., 16633 Dallas Pky. Addison, TX 75001 PH: (972)713-5800 TF: 888-690-2424 FX: (972)713-5805 E-mail: [email protected] URL: http://www.entrust.com Contact: F. William (Bill) Conner, Chairman, President and CEO

Founded: 1981. Staff: 2000. Description: Microsoft Great Plains eOrder allows customers and salespeople to securely enter business-to-business orders over the Internet. An outof-the-box storefront seamlessly integrates with the back office order processing system and allows established customers and salespeople to check the status of an order any time, day or night.

Founded: 1994. Description: The Entrust TruePass portfolio provides end-to-end Web security with user transparency. It delivers a choice of strong identification methods to provide mobility, flexibility and ease of deployment when securing online communications. Entrust TruePass makes it possible to confirm the identity of individuals that are visiting and using a Web portal. It also provides protection of information privacy and verification of online transactions. Information that is protected by Entrust TruePass is secure as it is transmitted over the Internet and when it is stored on the Web

❚ 556

E.PIPHANY CAMPAIGN MANAGEMENT E.PIPHANY

1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800 E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and CEO

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❚ 557

E.PIPHANY DIALOGS E.PIPHANY

1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800 E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and CEO

❚ 558 E.PIPHANY

1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800

Staff: 700. Description: E.piphany Insight products deliver fully integrated, high-performance solutions for information analysis. Every E.piphany Insight product includes builtin algorithms for comprehensive reporting and analysis. A sophisticated analytic services architecture provides rapid data extraction, preparation, and analysis. Data for analysis can be accessed from any data store, be it an E.piphany Smart CRM system or a legacy system. The E.piphany unified metadata layer creates a system that is more flexible and adaptable than traditional data marts and analysis systems. Six E.piphany Insight pre-packaged applications target specific business needs for reporting and analysis. Designed with input from a group of select E.piphany Fortune 1000 customers, these applications provide immediate business value with pre-defined reports and analysis, data schemas, and connectors to common source systems. Pre-packaged E.piphany Insight applications offer reporting and analysis in the areas of direct sales, indirect sales, contact centers, e-commerce, marketing, and marketplace activity. E.piphany Insight enables the organization to make informed decisions in real time. Its Web-based architecture means it’s easy to deploy and can scale to handle thousands of users throughout the enterprise.

❚ 559

E.PIPHANY REAL-TIME

Staff: 700. Description: E.piphany Dialogs, a multichannel customer interaction solution that provides agent scripting, interactive selling, Web self-service, and customer surveys. At the core of E.piphany Dialogs are real-time customer analytics that bring all customer touchpoints to life. Realtime data-mining and arbitration algorithms determine and predict the optimal path and content of a customer dialog, based on the individual customer’s history and behavior. Injecting customer intelligence into the customer interaction enables the user to manage, churn, and reward loyal customers consistently based on facts. For example, a loyal highvalue customer that is a risk to churn can be taken through the contact center script in a way that allows the telemarketing agent to make a special retention offer that is much more likely to convince the customer to stay put. For loyal customers to remain loyal, their expectations must be met consistently time after time. The dialogs used for customer service, telemarketing, and Web self-service can be modeled easily using an intuitive graphical drag-and-drop methodology that enables the hassle-free capture and distribution of valuable information. Customer satisfaction increases because customers experience consistent treatment across touchpoints and are able to resolve their issues with the first contact.

E.PIPHANY INSIGHT

E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and CEO


Staff: 700. Description: E.piphany Campaign Management is a powerful, closed-loop solution for planning, executing, and analyzing multichannel campaigns. Campaign Management enables an organization to effectively coordinate and communicate messages across all campaigns and across all customer touchpoints. Campaign Management can be used to plan and execute detailed acquisition, retention, crosssell, up-sell, and other types of campaigns. Campaign Management provides best-of-breed OLAP and data-mining capabilities to execute precisely targeted campaigns. Corporate controls throughout the system enable consistent and fail-proof permission-based marketing. To help refine future campaigns, Campaign Management incorporates closedloop analytics that track direct and inferred responses. Using Campaign Management, insight about customers can be turned directly into a powerful marketing campaign with a single click. Its unified Web interface is easy to use and enables collaborative campaign development. E.piphany Campaign Management supports multi-message campaigns, dynamic newsletter generation for e-mail campaigns or dynamic message selection for traditional channels.

E.PIPHANY

1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800 E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and CEO Staff: 700. Description: E.piphany Real-Time, a part of the E.piphany suite of Smart CRM solutions, provides a complete solution for optimizing and coordinating customer interactions in real time across all customer touchpoints. E.piphany Real-Time provides a combination of real-time analytics, business constraint modeling, multichannel offer management, and automatic targeting capabilities in a simple, easy-to-use package designed for business users. A combination of advanced technology and ease of deployment enables E.piphany Real-Time to generate ROI very quickly, typically providing complete payback on the investment within months. Using information from multiple data sources real-time behavior, customer demographics, transaction data, customer clickstream data, and more - E.piphany RealTime builds a real-time profile for each customer. The system calculates acceptance probabilities and selects the best offer using up-to-the-second information. As customers accept and decline offers, the self-learning engine continuously adjusts its real-time predictive models. The combination of real-time profiling, self-learning, and automatic targeting ensure that decisions about how to handle customer interactions are continuously optimized. By applying real-time, self-learning analytics to each and every interaction, E.piphany Real-Time increases revenues, reduces churn, and improves customer satisfaction.

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❚ 560

to the largest enterprise, E.piphany Service Center is 100 percent Web based.

E.PIPHANY SALES E.PIPHANY

1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800 E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and CEO Staff: 700. Description: E.piphany Sales puts the power of customer insight directly into the hands of sales reps, who immediately become more effective. Because it helps sales people become ‘‘trusted advisors’’ and ensures their effectiveness in making appropriate and targeted offers to their customers, E.piphany Sales is a solution that sales people want to use. When combined with E.piphany Real-Time, E.piphany Sales enables users to quickly navigate through thousands of products, services, or promotions to select the ideal offer or product recommendation. This enables them to maximize every customer interaction. Integrated throughout E.piphany Sales, this intelligent navigation enables sales reps to plan for proactive customer interactions, and helps encapsulate best sales practices, improving the effectiveness in managing customer relationships. E.piphany Sales is accessible via a zero footprint Web application, as well as a maintenance-free mobile Web client that leverages E.piphany’s synchronization technology. In addition, E.piphany Sales offers leading-edge support for the variety of common applications and wireless devices used by salespeople, so real-time customer intelligence is available exactly when and where it is needed.

❚ 562

EPROCESS SERVICES FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Panagon eProcess Services represents FileNET’s process management tools and applications. By combining the high-volume transaction handling capabilities of Panagon WorkFlo Services with the Panagon eProcess Services tools, all eProcess needs can be met. The user can create, query, participate, and administer workflows and all business process automation can be achieved using Panagon WorkFlo Services and Panagon eProcess Services. Panagon eProcess Services embodies the technology shift towards a web based, unified technology platform, resulting from the fusion of both eContent and eProcess functionality. This platform provides an open architecture, facilitating the development of application infrastructure, sympathetic to the demands of web-based deployment of business solution.

❚ 563

EPROCURE

❚ 561


E.PIPHANY SERVICE CENTER E.PIPHANY

1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800 E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and CEO Staff: 700. Description: E.piphany Service Center empowers the user to maximize customer value by leveraging an understanding of each customer’s story. With Service Center, the organization can reach customers through the communication channel they prefer, whenever it’s convenient for them. Service Center provides a complete picture of the customer, including the history of the customer’s past interactions and product preferences. Based on that picture, Service Center recommends likely cross-sell and up-sell opportunities. It goes beyond a traditional contact center by consolidating customer information received through many channels and creating a single comprehensive view of the customer. The customer’s record is updated and questions are answered quickly and consistently, regardless of whether communication takes place via phone, e-mail, fax, or the Web. Service Center combines sales, marketing, and service information. This hybrid approach gives agents the power to up sell and cross sell, and to address customers, prospects, and partners with targeted marketing campaigns. Scalable

1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President Founded: 1981. Staff: 2000. Description: Microsoft Great Plains eProcure is an Internet based procurement solution that automates the purchasing of goods and services, seamlessly integrating to Microsoft Great Plains Dynamics. eProcure implements workflow capabilities and established control measures to automate the requisition and purchasing of MRO (Maintenance Repair and Operational,) goods and services, streamlining the entire procurement process.

❚ 564

EPROCUREMENT CLARUS CORP.

3970 Johns Creek Ct. Suwanee, GA 30024 PH: (770)291-3900 TF: 800-437-0734 FX: (770)291-8599

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EQUALITY INTERACTIVE WITNESS SYSTEMS, INC.

Founded: 1992. Staff: 192. Description: Clarus eProcurement is a purchasing process that offers 2nd nature user interface and collaborative content. It is a complete solution that brings ultimate control to the entire purchasing processdelivering rapid, dramatic, and quantifiable ROI. This comprehensive solution eliminates the bottlenecks, unregulated maverick spending, and time consuming paper trails associated with typical procurement processes.

❚ 565

EQUALITY BALANCE WITNESS SYSTEMS, INC.

300 Colonial Center Pkwy. Roswell, GA 30076 PH: (770)754-1900 FX: (770)754-1888 E-mail: [email protected] URL: http://www.witsys.com Contact: David B. Gould, President and CEO

300 Colonial Center Pkwy. Roswell, GA 30076 PH: (770)754-1900 FX: (770)754-1888 E-mail: [email protected] URL: http://www.witsys.com Contact: David B. Gould, President and CEO Description: eQuality Interactive captures Web-based collaborative chat sessions, allowing the company to record Internet interactions, including interactive chat, instant messaging, and guided browser sessions. eQuality Interactive enables the user to gauge the effectiveness of the CSR’s Internet skills, refine newly implemented Internet processes and optimize the effectiveness of your Web technology deployments. By developing tight integration to collaborative chat products based on specific ’begin chat’ and ’end chat’ commands, eQuality Interactive enables the user to record and evaluate particular real-time chat sessions.

❚ 568

Description: eQuality Balance records CSR’s voice interaction with a customer and their corresponding computer desktop activities, such as data entry, screen navigation and data retrieval. The system synchronizes the captured voice and desktop activity during replay, allowing you to observe and analyze complete customer interactions as they actually occur. As a result, evaluation of the performance of CSRs, and determination whether or not they are making effective and efficient use of your technology resources can be easily done. An integral feature of eQuality is business-driven recording. This feature allows the company to record specific customer interactions based on criteria selected. eQuality Balance lets the user define business rules that trigger recording of selective customer interactions critical to operating performance.

EQUALITY NOW


❚ 567

E-mail: [email protected] URL: http://www.claruscorp.com Contact: Steve Jeffery, Chairman, President and CEO

WITNESS SYSTEMS, INC.

300 Colonial Center Pkwy. Roswell, GA 30076 PH: (770)754-1900 FX: (770)754-1888 E-mail: [email protected] URL: http://www.witsys.com Contact: David B. Gould, President and CEO Description: eQuality Now is an online learning management system created for the Internet-enabled contact center market. By integrating with the eQuality suite of multimedia recording and analysis software, companies have a solution for improving customer relationships by quickly identifying training opportunities and offering personalized on-line learning and mentoring.

❚ 566

EQUALITY DISCOVER

❚ 569


EQUALITY RESPONSE




Description: eQuality Discover captures and replays customer experiences on the Web. With an instant replay of critical Web visitor interactions, such as those that result in the visitor placing a phone call or abandoning a shopping cart, eQuality Discover helps identify clear action steps for improving Web effectiveness. It helps to merge the contact center and the Web.

Description: eQuality Response monitors electronic mail interactions, and allow the company to manage and track email from arrival through response. eQuality Response can be used to evaluate how well service and sales representatives are performing by monitoring the accuracy and efficiency of e-mail messages.

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❚ 570

EQUIPMENT FINANCING EXPERT ECREDIT.COM INC.

20 CareMatrix Dr. Dedham, MA 02026 PH: (781)752-1200 FX: (781)752-1400 E-mail: [email protected] URL: http://www.ecredit.com Contact: Christopher H. Richmond, Chairman of the Board Founded: 1993. Description: With eCredit Equipment Financing Expert, lendors can manage credit exposure while simultaneously providing better service to more customers and lowering operational cost. This user-friendly, Windowsbased system uses the Process Automation Engine, enabling leasing companies to implement their own business policies and workflow processes which helps to create a flexible environment that can adapt quickly to changing business needs. Equipment Financing Expert automates the credit application process, end-to-end. Credit request data is captured through manual input, electronic file transfers, the Internet, or remote vendor/dealer workstations. The system then automatically accesses internal and external databases for customer credit information, and applies the lendor’s business policies to approve and document credit decisions. This unique approach reduces analysis time, speeds credit decisions, and ensures consistent application of policies. In addition, the easy to use interface enables leasing companies to set up and define multiple programs, manage rate matrices, and update asset details so they are always processing credit applications with the most up to date rules and data.

the ability to create any type of license they, or their customers, require. As a complete information commerce solution, eRights empowers online content companies to manage their users, their content and the right business models to successfully sell their electronic content. Its simple graphical interface facilitates experimenting with and repackaging existing content to build new products and open different markets. It returns value to online systems by reducing the expenses of testing and modifying online products, cutting the costs of new online offerings and generating revenue that justifies new product creation. Reporting capabilities track usage and provide valuable feedback throughout the product development cycle.

❚ 572

ESCALATION MANAGER VIEWLOCITY INC.

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO Founded: 1999. Description: The Escalation Manager alerts affected parties to exceptions detected by the monitoring components. The alerts are delivered via email, pager, cell phone, or PDAs, depending on the nature of the exception and the preference of the individual to be notified. The Escalation Manager also serves as the switchboard which determines the route of messages to outside systems when corrective actions are executed.

❚ 571

ERIGHTS

❚ 573

EMETA

ESELL

81 Franklin St., Ste. 400 New York, NY 10013 PH: (212)925-3656 TF: 800-804-0103 FX: (212)925-7462 E-mail: [email protected] URL: http://www.emeta.com


Founded: 1998. Description: eRights acts to authenticate all users trying to access content on a company’s web site. eRights leverages that authentication information to perform sophisticated access control, ensuring that any information can be part of paid or free products, and that those products are selectively available to designated and intended users and communities. eRights provides the final piece of a successful information commerce strategy: enabling commerce by preserving the value of your information through metering the terms and conditions of its use, whether as a free offer, a single use pay-per-view policy, an open-use institutional subscription, or any set of terms in between. eRights is agnostic to the business or sales models that an organization may want to implement, and can work to power any kind of business, whether that organization is a publisher, a dotcom, a financial institution, a software vendor, or any other part of the information industry. It gives content providers

1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President Founded: 1981. Staff: 2000. Description: Microsoft Great Plains eSell combines e-commerce with integration into the Microsoft Great Plains business management solution. It provides a website and storefront, tools to manage them, has B2B and B2C functionality, and services for credit card processing.

❚ 574

ESERVICE ARCHITECT SERVICEWARE TECHNOLOGIES, INC.

29 Emmons Dr., C-80 Princeton, NJ 08540 PH: (609)452-0804

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Founded: 1991. Staff: 280. Description: eService Architect provides knowledge engineers with browser-based tools to build, create and maintain a knowledge base. The application enables engineers to review new knowledge submissions, provide style and technical reviews, and determine which knowledge self-help users can view and which should remain internal for analyst use. Key features of eService Architect include: Remote Authoring the zero-footprint client uses browser-based architecture for easy access with no desktop maintenance, HTML editor a WYSIWYG editor is embedded in eService Architect so that knowledge authors can easily create and maintain knowledge in HTML format, Knowledge quality scheme allows for ‘‘promoting’’ knowledge from pending to active after proceeding through QA steps that you determine.

❚ 575

❚ 577

ESERVICEPERFORMER ANSWER FIREPOND, INC.

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO Founded: 1983. Description: eServicePerformer Answer can accelerate or totally automate the email response process step-by-step or all at once. Answer uses automation technology to comprehend and intelligently classify message content, automatically compose an appropriate reply, retrieve needed data to complete and personalize the message, then route this composed response to an agent to review, click and send. Or, for the fastest response of all, Answer can issue its automatically composed replies directly to the customer.

❚ 578

ESERVICE PROFESSIONAL

ESERVICEPERFORMER CONCIERGE


FIREPOND, INC.

29 Emmons Dr., C-80 Princeton, NJ 08540 PH: (609)452-0804 FX: (609)514-4291 URL: http://www.serviceware.com Contact: Kent Heyman, President and Cheif Exectutive Officer

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO

Founded: 1991. Staff: 280. Description: When customers contact a call center, they expect fast, accurate resolutions to their problems, and pain-free interactions. eService Professional keeps answers from a knowledge base readily at employees’ fingertips, improving job satisfaction and reducing turnover. It seamlessly integrates with leading thirdparty software, enabling leverage of existing investments.

Founded: 1983. Description: Firepond’s eServicePerformer Concierge is a web assistance system that provides a single, intelligent point of contact for all online interactions: web, email and live communication. Engaging visitors just like a concierge in the finest hotel or retail establishment, Concierge answers questions through an integrated customer assistance window. The user can type a question in their own words and let Concierge handle the request.

❚ 576

ESERVICE SITE

❚ 579


ESERVICEPERFORMER CONTACT CENTER

29 Emmons Dr., C-80 Princeton, NJ 08540 PH: (609)452-0804 FX: (609)514-4291 URL: http://www.serviceware.com Contact: Kent Heyman, President and Cheif Exectutive Officer

FIREPOND, INC.

Founded: 1991. Staff: 280. Description: eService Site is a browser-based application that allows customers or employees to ask any question on any subject in the knowledge base. By returning the answers most successful in the past, it ensures a more satisfying interaction by helping users quickly find the right answer. If necessary, the query can easily be escalated to a service representative. eService Site can help companies reduce call volume by providing realtime self-service on the Web for even complex problems and questions.


FX: (609)514-4291 URL: http://www.serviceware.com Contact: Kent Heyman, President and Cheif Exectutive Officer

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO Founded: 1983. Description: eServicePerfomer Contact Center an agent productivity center that streamlines customer communications. It manages customer communications initiated with Answer and Converse and incorporates customer history, web interaction data and information from email and chat interactions. This ensures that customer service agents and supervisors have the information they need to support a superior and consistent experience throughout the sales and service cycle. Throughout the interaction, customer

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and operational data is captured and leveraged by eService Performer’s analysis and reporting tools, to provide a deeper understanding of customer preferences, operational metrics and online business activity.

Web data into valuable customer insight. Ideal for emerging e-businesses, Essentials delivers insights into customers and prospects that will help to gain a better understanding of business without burdening the e-business infrastructure.

❚ 583

❚ 580

ESERVICEPERFORMER CONVERSE FIREPOND, INC.

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO Founded: 1983. Description: eservice Performer Converse provides the next level of online response by using live assistance. Live assistance means instant chat messaging for premier customers: instant answers, instant decisions, instant satisfaction, and instant sales. By offering escalation to live assistance, the user provides the type of personal and immediate support that brings customers back again, building loyal, long-term relationships.

❚ 581

ESITE NETOPIA INC.

2470 Mariner Square Loop Alameda, CA 94501 PH: (510)814-5100 TF: 800-485-5741 FX: (510)814-5020 E-mail: [email protected] URL: http://www.netopia.com Contact: Alan Lefkof, President and CEO Staff: 399. Description: With the Netopia eSite solution, partners can offer a private-labeled service that can put SME customers on the Web with a professional touch for a competitive monthly fee. Customers can efficiently build a Web site in less than ten minutes with no programming or HTML skills required.

❚ 582

ESSENTIALS 2.5 PERSONIFY, INC.

114 Sansome St., Ste. 300 San Francisco, CA 94104 PH: (415)782-2050 TF: 888-277-6348 FX: (415)544-0318 E-mail: [email protected] URL: http://www.personify.com Contact: Barry Wright, CEO and President

ESTORE NETOPIA INC.

2470 Mariner Square Loop Alameda, CA 94501 PH: (510)814-5100 TF: 800-485-5741 FX: (510)814-5020 E-mail: [email protected] URL: http://www.netopia.com Contact: Alan Lefkof, President and CEO Staff: 399. Description: Netopia’s eStore module allows Netopia partners to put the power of eCommerce in their Small and Medium Enterprises (SME) customers’ hands. eStore provides partners with the opportunity to capture new revenues by enabling eCommerce-ready Web sites for their customers. For a monthly fee, with no programming or HTML, customers can choose their own functionality and manage their own online store based on the private-labeled offering provided. Converting an eSite into an eStore provides merchants’ eSites with features such as display rooms with the ability to showcase product size and color options, photos, pricing, and much more. Netopia’s eStore also offers a familiar shopping cart icon, checkout button, and secure credit card information capturing. Netopia’s solution is available as a Standard eStore with offline credit card processing or a Super eStore with a real-time credit card processing solution.

❚ 584

ETOOLS XML GA EXPRESS

17731 Mitchell N Irvine, CA 92614 PH: (949)250-4800 FX: (949)752-6772 E-mail: [email protected] URL: http://www.gaexpress.com Contact: Jane M. Christie, President and CEO Founded: 1967. Staff: 161. Description: Allows quick development of MultiValue-to-Web applications that use XML to engage in electronic transactions between transaction partners and financial institutions over the Web. eTools XML is a developer’s toolset that allows Microsoft-trained programmers to rapidly develop secure data sharing applications, so that the line-of-business data processes can be turned into a growing eBusiness.

❚ 585

E*WAY ADAPTERS SEEBEYOND

Founded: 1996. Staff: 180. Description: Essentials 2.5 is an outsourced behavioral profiling, segmentation and analytics solution that enables a business to transform the wealth of

404 E Huntington Dr. Monrovia, CA 91016 TF: 800-425-0541

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Founded: 1989. Staff: 700. Description: e*Way Adapters provide specialized application connectivity and data processing such as business collaborations, transformation logic, and publish/subscription relationships. e*Way Adapters are multi-threaded to enable high performance distributed processing capabilities for ultimate deployment flexibility and load balancing.

❚ 586

Founded: 1997. Description: EXceedTM Portals leverages the accessibility of the Internet to provide supply chain partners real-time access to EXceed WMS inventory data. This extended data visibility facilitates collaboration among supply chain partners and enables them to make informed business decisions quickly and more accurately. With the appropriate security access, partners can also update and modify inventory levels and status. EXceed Portals reduces operating costs by removing the burden of providing periodic and one-time snapshots of inventory data to supply chain partners. EXceed Portals comes pre-integrated for use with EXceed WMS, allowing for quick and easy implementation. The application is built on a Microsoft platform, which minimizes training time. In addition, EXceed Portals includes a security model to protect sensitive information.

EWPS STC, INC.

241 E 4th St., Ste. 102 Frederick, MD 21701 PH: (301)695-1704 FX: (301)695-1506 E-mail: [email protected] URL: http://www.stcoutsourcing.com

❚ 589

EXCEED SENTINEL ALLPOINTS SYSTEMS, INC.

Founded: 1991. Staff: 150. Description: Using the power of the Internet, the online catalog system automates the entire procurement process. Order creation, job tracking, proofing, approvals, fulfillment and billing are all done online from anywhere.

❚ 587

EXCEED INSIGHT ALLPOINTS SYSTEMS, INC.

8787 Stemmons Fwy. Dallas, TX 75247 PH: (214)775-6000 FX: (214)775-0900 URL: http://www.allpoints.com Contact: Raymond Hood, Chairman and CEO Founded: 1997. Description: EXceedTM Insight provides the vital supply chain event information needed to effectively monitor and analyze supply chain network activity. By leveraging EXceed Insight’s extensive order and inventory visibility and analytical capabilities, companies gain a comprehensive view of their entire enterprise supply chain network. Applying operational metrics and key performance indicators to this information reveals operational improvement opportunities.

8787 Stemmons Fwy. Dallas, TX 75247 PH: (214)775-6000 FX: (214)775-0900 URL: http://www.allpoints.com Contact: Raymond Hood, Chairman and CEO


E-mail: [email protected] URL: http://www.seebeyond.com Contact: James Demetriades, CEO, President and Founder

Founded: 1997. Description: EXceed Sentinel is a configurable, enterprise-wide quality management system designed to help CPG manufacturers meet stringent quality requirements. This flexible system integrates with existing manufacturing, laboratory, and execution systems to enable network-level control of the quality process. EXceed Sentinel enables product traceability through the manufacturing and distribution network even down to the lot and individual item levels. This high degree of granularity is critical for identifying and isolating suspect product in the event of a recall. EXceed Sentinel’s non-invasive implementation strategy allows CPG manufacturers to streamline and automate quality processes throughout their entire enterprise while maintaining existing operational systems. EXceed Sentinel reduces operating costs while increasing customer confidence, protecting company and brand names, and preserving shareholder equity.

❚ 590

E*XCHANGE PARTNER MANAGER SEEBEYOND

❚ 588

EXCEED PORTALS ALLPOINTS SYSTEMS, INC.

8787 Stemmons Fwy. Dallas, TX 75247 PH: (214)775-6000 FX: (214)775-0900 URL: http://www.allpoints.com Contact: Raymond Hood, Chairman and CEO

404 E Huntington Dr. Monrovia, CA 91016 TF: 800-425-0541 E-mail: [email protected] URL: http://www.seebeyond.com Contact: James Demetriades, CEO, President and Founder Founded: 1989. Staff: 700. Description: e*Xchange Partner Manager us built on the e*Gate Integrator platform. It allows for easy maintenance of trading partner profiles and makes building a trading partner network simple.

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❚ 591

❚ 594

EXPERIENCE

EXTRICITY FOR NET MARKETS

TRIVERSITY INC.




Founded: 1990. Description: eXPERIENCE is designed specifically for grocery and drug retail chains. Consisting of Microsoft system software, PC-based POS terminals, and a set of retail-specific configuration and management tools, the experience system delivers increased productivity and enhanced data capture and analysis.

Founded: 1981. Description: The Extricity for Net Markets platform supports a full-range of communication mechanisms enabling net markets to automate the flow of information and business processes with all types of partners, regardless of their size, geographical location or IT infrastructure. These communication mechanisms include Web browsing, EDI, FTP, XML data exchange and robust XML shared processes. For example, once a buyer is matched with a supplier, users of Extricity for Net Markets can automate the order fulfillment process, inventory processes, logistics processes and credit/financing processes between buyers, suppliers and third-party services providers.

❚ 592

E*XPRESSWAY(TM) INTEGRATOR SEEBEYOND

404 E Huntington Dr. Monrovia, CA 91016 TF: 800-425-0541 E-mail: [email protected] URL: http://www.seebeyond.com Contact: James Demetriades, CEO, President and Founder Founded: 1989. Staff: 700. Description: e*Xpressway enables rapid business partner connectivity and integration through a guided B2B implementation process, graphical configuration wizards and partner downloadable connectivity software. Business partners follow an intuitive, step-bystep process for registering their partner profile, configuring connectivity and integration software, and then installing their personalized software.

❚ 593

EXTRICITY INTEGRATION ADAPTERS PEREGRINE SYSTEMS INC.


❚ 595

EXTRICITY PARTNER CHANNELS PEREGRINE SYSTEMS INC.

3611 Valley Centre Dr. San Diego, CA 92130 PH: (858)481-5000 TF: 800-638-5231 FX: (858)481-1751 E-mail: [email protected] URL: http://sdweb02.peregrine.com Contact: Stephen P. Gardner, Chairman and CEO Founded: 1981. Description: Supports a number of integrated communication channels. When a step in a defined process calls for the exchange of data, the system passes the data to the channel manager, which determines the specific communication channel to use. This abstraction allows design of the business processes without regard to communication constraints. Instead of constructing separate solutions based on the communication method, it allows building of a single process that accommodates multiple partners, each of whom may be using different communication types. In addition to handling specific messaging and communication interfaces, the channel manager is also responsible for guaranteed delivery, failure detection and recovery, redundancy, security, and request/response transactions.

❚ 596

EXTRICITY PROCESS PAKS PEREGRINE SYSTEMS INC.

Founded: 1981. Description: Extricity B2B includes integration services, which manage integration with internal applications. Extricity B2B Integration Adapters - a suite of adapters provides the communications bridge for supporting applications (SAP, Baan, Oracle, PeopleSoft, i2) and messaging middleware (MQSeries, Tibco, SMTP, FTP).

3611 Valley Centre Dr. San Diego, CA 92130 PH: (858)481-5000 TF: 800-638-5231 FX: (858)481-1751 E-mail: [email protected]

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EZWEBFORMS

Founded: 1981. Description: Extricity B2B Process Paks, packaged process solutions, enable organizations in specific industries to rapidly begin doing business with their trading partners. Process Paks make rapid deployment easier by delivering unique best-practice B2B processes that work the way the business does. The Process Paks can be modified and customized, using the intuitive drag-and-drop environment. Packaged solutions are available for Consumer Packaged Goods, eRetailers, Logistics Services, Net Markets, RosettaNet, and Semiconductor.

❚ 597

EZCONNECT EDI/XML ACOM SOLUTIONS, INC.

2850 E 29th St. Long Beach, CA 90806-2313 PH: (562)424-7899 TF: 800-699-5758 FX: (562)492-9131 E-mail: [email protected] URL: http://www.acom.com Contact: Edward J. Kennedy, Founder and Chairman

ACOM SOLUTIONS INC.

2850 E 29th St. Long Beach, CA 90806-2313 PH: (562)424-7899 TF: 800-699-5758 FX: (562)492-9131 E-mail: [email protected] URL: http://www.acom.com Contact: Edward J. Kennedy, Founder and Chairman Founded: 1983. Staff: 100. Description: EZWebForms presents data from any SQL database, flat file, EDI or XML file, and delivers the completed documents to the Web. EZWebForms can also format data and deliver it to partners, customers and employees via email or fax. EZWebForms can be interpretive, accepting new data through browser input, or creating response documents (like purchase order acknowledgements or responses to quotes). Business rules for the respective forms are enforced within the forms themselves. EZWebForms allows posting of interactive web forms, using XML with XSL style sheets.

❚ 600

FASHION

Founded: 1983. Staff: 100. Description: ACOM’s EZConnect multi-platform, scalable business-to-business e-commerce solutions allow trading partners to conduct business transactions in a range of formats including EDI X-12, EDIFACT, XML, and proprietary standards. EZConnect supports all available communications environments including VANs, Point-to-Point and EDI over the Internet. The software incorporates mapping, translator, partner management, and data management modules in a single integrated package.

❚ 598

EZSHOPPER (AHG) ALEX HEIPHETZ GROUP INC.

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: EZShopper works with premade HTML pages and/or product database(s), allows merchants to have several product databases of different format, allows user to select various options for the product (Size, Color, etc.), and allows merchants to define additional price for some/all options. It also supports discounts based on quantity/subtotal, provides various ways of shipping cost calculation based on subtotal, quantity or weight, and allows the merchant to define different tax rates based on state/ county. Orders can then be e-mailed to merchant and/or written to the database on the server and can be split with part of the data sent by e-mail and part written to the database. Lastly, merchants can customize e-mail messages that are sent out to the customer.


❚ 599

URL: http://sdweb02.peregrine.com Contact: Stephen P. Gardner, Chairman and CEO

DAZ SYSTEMS, INC.

880 Apollo St., Ste. 201 El Segundo, CA 90245 PH: (310)640-1300 FX: (310)640-9900 E-mail: [email protected] URL: http://www.dazsi.com Founded: 1995. Description: The DAZ Fashion Module provides support for the companies who make up the world of Fashion, Footwear, Apparel and related industries. Having worked with many companies in this group, DAZ has acquired knowledge of those unique business issues that make the fashion business different from other types of industry. DAZ found that the standard offerings available in the marketplace did not adequately address the industry requirements. DAZ has identified the business drivers critical to the success of a Fashion business to include the following: buy side (order entry) support for the assortment approach allows customers to order a Style and its associated matrix of colors and sizes; supply side (procurement) support for forecasting and planning by Style and various related dimensions; ability to handle high volume of transactions; allows Internet entry of orders and provides status to customers; allow visualizations of the product to be shown online; contains a history of who has purchased which items at a detailed level; and has full integration with EDI and WMS(Warehouse Management Systems) for streamlined order fulfillment and purchasing activities.

❚ 601

FEDEX NETRETURN FEDEX CORPORATION

942 S Shady Grove Rd. Memphis, TN 38120 PH: (901)369-3600

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TF: 800-463-3339 URL: http://www.fedex.com Contact: Frederick W. Smith, CEO Description: FedEx Net Return is a comprehensive Internetbased returns management system that will enable users to manage an entire returns process from initiation to delivery. This will enable users to increase customer service levels and gain better control over the inventory process.

organizations to customize applications according to an operation’s shipping needs, eliminate redundant programming and save time. FedEx(R) Ship Manager API connects to FedEx IT systems via the Internet, it generates shipping labels, and tracks packages in real time.

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FEDEX SHIP MANAGER QUICKSHIP FEDEX CORPORATION

942 S Shady Grove Rd. Memphis, TN 38120 PH: (901)369-3600 TF: 800-463-3339 URL: http://www.fedex.com Contact: Frederick W. Smith, CEO

❚ 602

FEDEX NETRETURN API FEDEX CORPORATION

942 S Shady Grove Rd. Memphis, TN 38120 PH: (901)369-3600 TF: 800-463-3339 URL: http://www.fedex.com Contact: Frederick W. Smith, CEO Description: FedEx NetReturn API (Application Programming Interface) allows an organization to seamlessly integrate access to FedEx Services with current online environments. FedEx NetReturn API allows users to customize applications according to specific returns needs, eliminate the re-keying of information and save valuable time. It also lets users connect to the FedEx IT system to generate return shipping labels and documents, and track package status.

Description: FedEx Ship Manager QuickShip is a tool to take control of shipping and make it more convenient. Ideal for operations that need space-savings devices, FedEx Ship Manager QuickShip requires no extra hardware, installs on most personal computers in minutes, supports most FedEx Express, FedEx Ground, and FedEx Express Freight transactions, allows tracking, rating, and reporting, provides access to commodities and hazardous materials databases, and much more.

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FEDEX SHIP MANAGER(R) SERVER FEDEX CORPORATION

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942 S Shady Grove Rd. Memphis, TN 38120 PH: (901)369-3600 TF: 800-463-3339 URL: http://www.fedex.com Contact: Frederick W. Smith, CEO

FEDEX SHIP MANAGER FEDEX CORPORATION

942 S Shady Grove Rd. Memphis, TN 38120 PH: (901)369-3600 TF: 800-463-3339 URL: http://www.fedex.com Contact: Frederick W. Smith, CEO Description: FedEx Ship Manager allows a company to ship from many countries to almost 200 countries, prepare FedEx Express shipping labels, arrange for pickup or dropoff, cancel shipments, track packages and more online.

Description: A complete hardware/software system designed for businesses where high shipping volume demands high-speed transactions, fully customized functions, and superior reliability. FedEx(R) Ship Manager Server can process an average of eight transactions per second, generate shipping labels, quote rates, produce activity reports, and bundle multiple shipments.

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FEDEX SHIP MANAGER API FEDEX CORPORATION

FEEDBACK MANAGEMENT SERVER BETASPHERE, INC.

1135 San Antonio Rd. Palo Alto, CA 94303 PH: (650)930-0200 TF: 888-238-2243 E-mail: [email protected] URL: http://www.betasphere.com Contact: Aylon Engler, Co-Founder and Cheif Exectutive Officer

942 S Shady Grove Rd. Memphis, TN 38120 PH: (901)369-3600 TF: 800-463-3339 URL: http://www.fedex.com Contact: Frederick W. Smith, CEO Description: FedEx(R) Ship Manager API (Application Programming Interface) software allows an organization to seamlessly integrate FedEx Express services with existing online environments. FedEx(R) Ship Manager API allows

Founded: 1996. Description: BetaSphere’s Feedback Management Server (FMS) is a Web server application that increases product development team efficiency and reduces

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FILEMAKER DEVELOPER 5.5

❚ 611

FILEMAKER PRO 5.5 UNLIMITED FILEMAKER INC.

5201 Patrick Henry Dr. Santa Clara, CA 95054-1171 PH: (408)987-7000 TF: 800-325-2747 URL: http://www.filemaker.com Contact: Dominique Philippe Goupil, President Description: FileMaker Pro 5.5 Unlimited enables Web database publishing which brings expanded productivity to business workgroups, helping to manage, publish, and share important information over an intranet or the Internet. Use the FileMaker Web Server Connector to increase the performance, reliability and scalability of FileMaker Web databases.

FILEMAKER INC.

5201 Patrick Henry Dr. Santa Clara, CA 95054-1171 PH: (408)987-7000 TF: 800-325-2747 URL: http://www.filemaker.com Contact: Dominique Philippe Goupil, President Description: FileMaker Developer 5.5 is a development environment for creating professional custom FileMaker solutions to be used for the Web, across workgroups or as royalty-free runtime applications. Powerful development tools have been added to save valuable development time. It also has the capability to test and verify scripts with the new Script Debugger. Lastly, use the Database design report to document the structure of any FileMaker solution.

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FILEMAKER SERVER 5.5 FILEMAKER INC.

5201 Patrick Henry Dr. Santa Clara, CA 95054-1171 PH: (408)987-7000 TF: 800-325-2747 URL: http://www.filemaker.com Contact: Dominique Philippe Goupil, President


costs by providing a fast, easy-to-use application for collecting, managing and acting on customer feedback generated during the New Product Intoduction phase of the product life cycle. The FMS provides powerful workflow automation, flexible triggers for acting on customer feedback, and offers a variety of options to analyze and report results.

Description: FileMaker Server 5.5 is a way to deploy FileMaker Pro 5.x solutions. Running on Windows 2000, Mac OS 9, Mac OS X and Red Hat(R) Linux, it features an easy-touse relational database server supporting up to 250 concurrent guests and 125 hosted files. It includes centralized backups, remote administration, LDAP directory support and automatic updates of plug-ins for guests.

FILEMAKER MOBILE 2 FILEMAKER INC.

5201 Patrick Henry Dr. Santa Clara, CA 95054-1171 PH: (408)987-7000 TF: 800-325-2747 URL: http://www.filemaker.com Contact: Dominique Philippe Goupil, President Description: FileMaker Mobile 2 lets the user easily synchronize information between local FileMaker Pro 5.5 databases and a Palm OS handheld. It has the power of the desktop and benefit from the portability of the handheld in order to modify, sort, add and delete records from anywhere.

❚ 610

FILEMAKER PRO 5.5

❚ 613

FINANCIAL MANAGEMENT J.D. EDWARDS


FILEMAKER INC.

5201 Patrick Henry Dr. Santa Clara, CA 95054-1171 PH: (408)987-7000 TF: 800-325-2747 URL: http://www.filemaker.com Contact: Dominique Philippe Goupil, President Description: FileMaker Pro 5.5 is the workgroup database software that allows to quickly create solutions for business needs. It has powerful features, broad platform support, and an easy to use interface to help track and manage people, projects, and information.

Founded: 1977. Description: With Windows or Web access, J.D. Edwards Financial Management solutions help to easily manage finances. All financial and accounting solutions are pre-integrated, and they link seamlessly with all other J.D. Edwards solutions. The collaborative capabilities and built-in interoperability enable for easy extension of business processes to interact with business partners. Mergers, acquisitions, new distribution centers, new product lines, and reorganizations can be folded into existing financial operations, without compromising the integrity of historical data. Audit trails are automatically captured for every transaction.

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FINANCIAL MANAGEMENT APPLICATION SUITE

FLASH 5

SIMPLIFIED


11100 Metric Blvd., Ste. 770 Austin, TX 78758 PH: (512)425-9700 FX: (512)425-9701 E-mail: [email protected] URL: http://www.simpletel.com Contact: James Cashiola, CEO Description: Financial Management Application Suite enables service providers to extract business intelligence and financial information out of their voice and data networks in order to manage their costs, revenues, and profitability in real-time. Some features are: real-time rating, carrier reconciliation, mediation, financial reporting.

MACROMEDIA

Founded: 1992. Staff: 1400. Description: Macromedia Flash 5 integrates with existing Web production workflow, supporting direct import from Macromedia FreeHand and Fireworks. Macromedia Flash 5 also provides development tools for creating advanced Web sites and applications, including tight integration with Macromedia Generator.

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FLASH SALES

❚ 615

STS SYSTEMS

FIREWORKS 3


MACROMEDIA

600 Townsend St. San Francisco, CA 94103 PH: (415)252-2000 TF: 800-470-7211 FX: (415)626-0554 E-mail: [email protected] URL: http://www.macromedia.com Founded: 1992. Staff: 1400. Description: Fireworks 3 quickly creates buttons, animations, and page comps. Everything remains editable. Fireworks code integrates into Dreamweaver and other leading HTML editors.

Founded: 1972. Description: With Flash Sales, all levels of management can obtain information about sales performance. Information is accessible from a corporate Intranet or fed directly to executives’ desktop. Analytical views of current sales data including consolidated daily, weekly, monthly, seasonally, and yearly reports can be compared with prior-year data and sales figures.

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❚ 616

FIRSTLOGIC’S INFORMATION QUALITY SUITE FIRSTLOGIC, INC.

100 Harborview Plz. La Crosse, WI 54601-4071 TF: 888-215-6442 FX: (608)788-1188 E-mail: [email protected] URL: http://www.firstlogic.com Contact: Eric Lieberman, President Founded: 1984. Staff: 300. Description: Firstlogic’s Information Quality Suite contains data manipulation features to help prepare data for matching. The software first identifies distinct data elements such as customer information, e-mail addresses, or part numbers and standardizes the format of each element. The software then calls on secondary sources to correct specific data elements wherever possible. These preliminary steps result in more successful matching and more accurate information. Some features are: normalizes business data using custom dictionaries, provides flexible name parsing, offers advanced firm parsing and firm word standardization, and returns dependable name standards (i.e., Bill for William).

FLYPAPER CONTROL CENTER FLYPAPER

626 El Camino Real San Carlos, CA 94070-3104 PH: (650)622-9100 E-mail: [email protected] URL: http://www.flypaper.com Founded: 1998. Staff: 30. Description: Flypaper provides software, hosting, service and support for online Control Centers that enables global 2000 firms to engage in collaborative commerce with their trading partners. Flypaper is a collaboration platform utilizing over 70 open components to accelerate cross-team information exchange, conduct online commerce activities, hold meetings, share proposals and contracts, and facilitate product installation.

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FORESIGHT B2B FORESIGHT SOLUTIONS INC.

2379 Woodlake Dr., Ste. 400 Okemos, MI 48864 PH: (517)381-2080

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Contact: Stephen J. McNally, Founder of KJR NetLinks, President

Founded: 1988. Description: Foresight B2B is a fully integrated Business-to-Business web store and back office accounting and business management solution for mid-sized organizations.

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FORESIGHT FINANCIALS FORESIGHT SOLUTIONS INC.

2379 Woodlake Dr., Ste. 400 Okemos, MI 48864 PH: (517)381-2080 TF: 888-763-8321 FX: (517)347-8459 E-mail: [email protected] URL: http://www.foresight.com

Founded: 1999. Description: FrontLines is a fully hosted ASP service for web-based customer service and knowledge base management. FrontLines may also be licensed to run on the company’s own web or intranet server. FrontLines maximizes the potential of the web site for customer service, and the effective delivery of information on products and services and support issues to customers, prospects, staff and partners. FrontLines provides :self-help, knowledge base, customer portal, incident/case management, knowledge base management, and metrics and reporting. FrontLines is a 100 % server-side application. There is no software to be installed or downloaded by the end user coming to the web site. Visitors to the web site, service reps and administrators only need a browser and a connection to the Internet to use FrontLines.

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FRONTSTEP CRM

Founded: 1988. Description: Foresight Financials is perfectly suited for distribution, manufacturing and service companies. It empowers companies to run their entire business on a single application. It is a complete package that includes: General Ledger, Inventory, Purchasing, Sales & Marketing, Job Costing, Payroll Integration and Reports. It also allows: Web Access, Email and Shipping Integration. It is scalable from 1 to 100 concurrent users and is ODBC compliant.

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FORWARDSQL (AHG) ALEX HEIPHETZ GROUP INC.

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: ForwardSQL allows web pages to talk directly to the database. The result is inserted into the HTML template so that completed web pages are received. ForwardSQL uses Tag-Based Scripting to format output, therefore allowing absolute customization of the design of the pages created by the program quickly. ForwardSQL is flexible to accommodate a wide range of applications that require connection to a database.

FRONTSTEP, INC.

2800 Corporate Exchange Dr. Columbus, OH 43231 PH: (614)523-7000 FX: (614)895-2504 E-mail: [email protected] URL: http://www.frontstep.com Contact: Stephen A. Sasser, President and CEO


TF: 888-763-8321 FX: (517)347-8459 E-mail: [email protected] URL: http://www.foresight.com

Founded: 1979. Description: Frontstep CRM is a Webbased customer relationship management solution for companies that need to manage the entire sales process from customer lead origination through order placement and customer service. With tight integration to SyteLine ERP, Frontstep CRM provides a complete connection between front and back office. Frontstep CRM streamlines sales and customer service processes, decreasing the cost of sales and cost to serve. The sales force, customer service department or any other group, now has full access to customer information anytime, anywhere. Frontstep CRM tracks leads, manages contacts and provides one view of customer activities whether it is coming from an online storefront, phone, fax or e-mail. Every customer interaction is tracked to provide a better overall customer experience and ensure consistency of information worldwide.

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FRONTSTEP CUSTOMER CENTER FRONTSTEP, INC.

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FRONTLINES KJR NETLINKS

130 Delaney Dr. Ottawa, ON, Canada K0A1L0 PH: (613)831-8773 TF: 800-374-9403 E-mail: [email protected] URL: http://www.frontlines.ca

2800 Corporate Exchange Dr. Columbus, OH 43231 PH: (614)523-7000 FX: (614)895-2504 E-mail: [email protected] URL: http://www.frontstep.com Contact: Stephen A. Sasser, President and CEO Founded: 1979. Description: The Frontstep Customer Center gives customers information they want, and the ability to purchase product directly from desktops at Internet speed.

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With the Frontstep Customer Center, the user can open a virtual store using the Internet to sell products and services, build lasting customer relationships, reduce selling costs and expand global advantage. Frontstep Customer Center allows customers to view catalogs, place new orders, configure special orders using Trilogy’s leading configuration technology, receive e-mail confirmations; and view estimates, order status, item information and availability, shipping addresses and account details. Account information is available in realtime, 24 hours a day, seven days a week. Online pricing delivers actual prices based on special promotions, volume discounts, prenegotiated contracts or other terms. And advanced, real-time supply information is delivered via Frontstep’s ATP/CTP (Available-To-Promise/Capable-ToPromise) features.

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from front-end order entry system to internal and external suppliers, Frontstep Intelligent Sourcer organizes and translates information in real-time eliminating the need for most of those phone calls, faxes, and shouts down the hall.

❚ 628

FTPINTEGRATOR DOCUMENTUM


FRONTSTEP INTELLIGENCE FRONTSTEP, INC.

2800 Corporate Exchange Dr. Columbus, OH 43231 PH: (614)523-7000 FX: (614)895-2504 E-mail: [email protected] URL: http://www.frontstep.com Contact: Stephen A. Sasser, President and CEO Founded: 1979. Description: Building a comprehensive business intelligence framework allows for quick response to competitive pressures and gain critical insight into industry drivers. Frontstep Intelligence links data together from disparate systems, analyzes the information and creates reports for well-informed decision-making. Frontstep Intelligence puts raw data into a data store, moves it to an efficient OLAP data mart and puts the data immediately at command via Internet reports. Frontstep Intelligence gathers information and lets the user analyze customer data to recognize buying trends and build lasting relationships with customers. Frontstep Intelligence works with the entire Frontstep ebusiness software suite as well as a back-office system to deliver the information managers need for optimal decisionmaking. Data from the entire enterprise system is mapped and made accessible, out-of-the-box, enabling you to quickly deliver competitive products and services.

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FRONTSTEP INTELLIGENT SOURCE

Founded: 1990. Description: ftpIntegrator is a direct integration between the Documentum content repository and any Web authoring tool that supports file transfer protocol over a TCP/IP network. With ftpIntegrator, users can securely transfer any content into the repository, regardless of file format.

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FUNNEL WEB SUITE QUEST SOFTWARE, INC.

8001 Irvine Center Dr. Irvine, CA 92618 PH: (949)754-8000 FX: (949)754-8999 E-mail: [email protected] URL: http://www.quest.com Contact: Vincent C. Smith, Chairman and CEO Founded: 1987. Staff: 1600. Description: Funnel Web is a Web site management and analysis tool that provides a comprehensive, accurate account of a Web site’s activity. Using detailed statistics and graphs, it delivers vital e-commerce intelligence in real time, including customer behavior patterns, market penetration and percentage of unique visitors. Funnel Web helps to customize a Web site to help forge business relationships with customers. Funnel Web produces reports on data such as mean path through site, bookmarked pages, popular pages and time online.

FRONTSTEP, INC.

2800 Corporate Exchange Dr. Columbus, OH 43231 PH: (614)523-7000 FX: (614)895-2504 E-mail: [email protected] URL: http://www.frontstep.com Contact: Stephen A. Sasser, President and CEO Founded: 1979. Description: Frontstep Intelligent Sourcer is a central point for promising in a multisite environment that provides real-time product availability and commitment dates, and considers both the inventory on hand as well as the capacity to make items. Internet links are established

❚ 630

FUSION CLARUS CORP.


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Description: Generator produces the code for the user interface, business rules and data storage layers of an application. It also produces all the forms and a tree view navigation window for the user interface. These are saved as an Inprise C Builder Project for customization.

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GENERATOR 2 DEVELOPER EDITION MACROMEDIA

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GEMSTONE FACETS GEMSTONE SYSTEMS INC

1260 NW Waterhouse Ave., Ste. 200 Beaverton, OR 97006 PH: (503)533-3000 TF: 800-243-9369 FX: (503)629-8556 E-mail: [email protected] URL: http://www.gemstone.com Contact: Dan J. Ware, President Founded: 1982. Description: GemStone Facets is a Java workspace that allows applications that run with Web servers, J2EE application servers, and Java messaging systems to achieve real-time performance by separating transaction control from the delay of communication with backend systems. It provides users and multiple distributed applications with a consistent, recoverable real-time view of critical business data across islands of information.

GEMSTONE/S GEMSTONE SYSTEMS INC

1260 NW Waterhouse Ave., Ste. 200 Beaverton, OR 97006 PH: (503)533-3000 TF: 800-243-9369 FX: (503)629-8556 E-mail: [email protected] URL: http://www.gemstone.com Contact: Dan J. Ware, President

SOFTOLOGY

Churchfield House, 5 The Crescent Cheadle SK81PS, United Kingdom PH: 44 16 1491 5812 FX: 44 16 1491 5813 E-mail: [email protected] URL: http://www.softology.co.uk

MACROMEDIA

Founded: 1992. Staff: 1400. Description: Generator 2 Enterprise Edition is used for delivering real-time and visual content for personalized Web sites. Generator accesses content from e-business servers and data sources, then delivers it graphically and fast.

Founded: 1982. Description: GemStone/S is a plattform for developing, deploying, and managing scalable, highperformance, multi-tier applications based on business objects. GemStone/S provides the distribution of processing and security the enterprise needs for a business-critical, runtime environment. GemStone/S supports online environments that demand 24x7 operation.

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GENERATOR 2 ENTERPRISE EDITION 600 Townsend St. San Francisco, CA 94103 PH: (415)252-2000 TF: 800-470-7211 FX: (415)626-0554 E-mail: [email protected] URL: http://www.macromedia.com

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GENERATOR

Founded: 1992. Staff: 1400. Description: Generator 2 Developer Edition is a data-driven solution for automatically updating Macromedia Flash Web sites. It is for developers who are creating prototypes for customers whose requirements may scale to include real-time and personalized content and for low-volume sites.


Founded: 1992. Staff: 192. Description: Utilizing objectbased messaging technology, Clarus Fusion continuously transfers purchase orders, receipts, and other transaction information to and from Clarus applications and ERP systems. Clarus Fusion provides users with immediate access to accurate information, eliminating unnecessary phone calls, costly adjustments, and other inefficiencies inherent with batch interfaces.

❚ 636

GEO-TARGETING MODULE REAL MEDIA INC.

260 5th Ave., 4th Fl. New York, NY 10001 PH: (212)231-7100 TF: 877-247-2477 E-mail: [email protected] URL: http://www.realmedia.com Founded: 1995. Description: Geo-Targeting is an add-on module to Open AdStream that enhances a site’s ability to target ads more effectively. It is responsible for obtaining a visitor’s geographic information and domain name from their IP address without significantly impacting the time it takes for the page content to load. This allows web publishers to target ads on their site based upon a visitor’s domain name and /or geographic location.

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with the customers, and online workplaces create a place where opportunities, issues and tasks can be executed.

GET2CONNECT PEREGRINE SYSTEMS INC.

3611 Valley Centre Dr. San Diego, CA 92130 PH: (858)481-5000 TF: 800-638-5231 FX: (858)481-1751 E-mail: [email protected] URL: http://sdweb02.peregrine.com Contact: Stephen P. Gardner, Chairman and CEO Founded: 1981. Description: Get2Connect is Peregrine’s global trading network and a single point of access on the Internet for enabling, managing and monitoring an entire eBusiness program from end-to-end. This e-Business broker service enables everyone in the supplier network to exchange secure business-to-business transactions regardless of disparate data, network and connectivity standards.

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GIFT CERTIFICATE AND COUPON PROGRAM ABLE SOLUTIONS CORPORATION

20216 NE 190th Ave Battle Ground, WA 98604 PH: (360)253-4142 TF: 888-801-1333 FX: (360)253-2136 E-mail: [email protected] URL: http://www.ablecommerce.com Founded: 1995. Description: foresite design’s Gift Certificate and Coupon Program provides AbleCommerce Merchants with everything needed to immediately sell and redeem Gift Certificates and to deliver and redeem Coupons. With its complete installation program and comprehesive Admin menus, this plugin will allow one to set up a store for Gift Certificates and Coupons in minutes.

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GLOBAL DISCOUNT PROGRAM ABLE SOLUTIONS CORPORATION

20216 NE 190th Ave Battle Ground, WA 98604 PH: (360)253-4142 TF: 888-801-1333 FX: (360)253-2136 E-mail: [email protected] URL: http://www.ablecommerce.com Founded: 1995. Description: The foresite design Global Discount Program allows discounts in two general categories: (1) Total Purchase Discount Method; and (2) Per Item Discount Method. Each category allows discounts to be set on a flat rate or on a percentage basis. The Total Total Purchase Discount Method applies a total discount as a separate line item in the basket based on the total amount purchased. The Per Item Discount Method applies a discount directly to the product price. If the Per Item Discount Method (Price Method) is selected, the storeowner sets the actual price of the product per item. This is a good choice if all of the products in the site are the same price. The discount is then set to apply a price per product based on the number of products purchased. If the Per Item Discount Method (Percentage Method) is selected, the storeowner sets the price of the product per item using a percentage. This is a good choice if all of the products in the site are not the same price. The discount is then set to apply a price per product based on the number of products purchased based on the percentage discount.

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GLOBALCOMMERCE TRADESERVER SOLUTION GLOBAL COMMERCE SYSTEMS, INC.

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GLOBAL ACCOUNT MANAGEMENT INTRASPECT

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200 FX: (650)869-6000 E-mail: [email protected] URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO Founded: 1995. Description: Global Account Management allows customer-facing teams to capture their internal work as well as their interactions with customers and business partners in order to coordinate customer and account teams. It provides critical tools for coordinating account teams, such as: group memory leverages previous work and provides a historical record of interactions with the account, knowledge agents keep team members informed of important information without having to search for it, direct email contribution captures communications between the account teams and

7579 W 103rd Ave., Ste. 300 Broomfield, CO 80021 PH: (303)583-5000 FX: (303)583-5100 E-mail: [email protected] URL: http://www.commerce.com Contact: John Hake, President and CEO Description: TradeServer is a solution that brings security, speed and efficiency to corporate financial transactions. A secure software platform for payments and risk management that allows the institution to take a proactive role in corporate customers’ financial supply chains, TradeServer delivers direct, immediate cost and time savings to the corporate customer by streamlining and automating the order-to-pay process. TradeServer saves corporate customers time and money by: reducing the cost of processing and routing paper invoices, ensuring that customers receive additional days of payables float, automatically capturing invoice discounts, reducing the cost of dispute resolution, and eliminating check costs.

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GOSUBMIT.COM

HIGH SPEED ORDER ENTRY

AUTHORIZE.NET CORPORATION

DAZ SYSTEMS, INC.

915 S 500 E, Ste. 500 American Fork, UT 84003 PH: (801)492-6450 FX: (801)492-6489 E-mail: [email protected] URL: http://www.authorizenet.com

880 Apollo St., Ste. 201 El Segundo, CA 90245 PH: (310)640-1300 FX: (310)640-9900 E-mail: [email protected] URL: http://www.dazsi.com

Founded: 1996. Description: GoSubmit.com promotes a business to 1550 search engines and Yahoo!. It can help generate Meta-Tags, link 200 sites to the business site and make the site Search Engine user friendly. There are Live Consultants to provide technical support whenever necessary.

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HARRISDATA DISTRIBUTION HARRISDATA

611 N Barker Rd., Ste. 200 Brookfield, WI 53045-5930 PH: (262)784-9099 TF: 800-225-0585 FX: (262)784-5994 E-mail: [email protected] URL: http://www.harrisdata.com

Founded: 1995. Description: HSOE (High Speed Order Entry) can be best described as a bolt-on or addition that resides over the Oracle Apps Order Entry System. It was designed for those companies who have very high order line item transaction volumes. Since speed and throughput are the main issues in the high transaction volume environment, the HSOE product was designed to streamline the entry process for sales orders and line items. In-house Customer Service representatives can tap into its features, like online quantity checking, at entry time. HSOE is intended to supplement the Order Entry System, by allowing OE customizations, to meet client-specific needs. Among its chief features is that it can be run on a disconnected client, like a laptop, with the mobile sales force. This is made possible by its synchronization feature.

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HOTEL MANAGER (WEB EDITION)

Founded: 1972. Description: HarrisData Distribution automates core business processes for mid-sized distributors of all kinds. Order management, purchasing management, inventory management, financial management, and optional human resource management are provided in a fast, easy to use, and reliable system. HarrisData Distribution offers customers a logical, straightforward solution to automating the business processes associated with the wholesale distribution industry.

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HARRISDATA MANUFACTURING HARRISDATA

611 N Barker Rd., Ste. 200 Brookfield, WI 53045-5930 PH: (262)784-9099 TF: 800-225-0585 FX: (262)784-5994 E-mail: [email protected] URL: http://www.harrisdata.com Founded: 1972. Description: HarrisData Manufacturing Enterprise uniquely combines Enterprise Requirements Planning (ERP) and Manufacturing Execution Systems (MES) functionality in a comprehensive software package for mid-sized manufacturers. Integrated customer and supplier self-service functions bring business and e-business together. HarrisData Manufacturing solutions helps: Reduce inventory, Improve delivery performance, Reduce set up and cycle time, Improve product quality, Improve morale, Reduce purchasing costs, Increase competitiveness, Improve productivity, and Improve execution.

INTERNATIONAL CONFERENCE MANAGEMENT INC.

4853 Cordell Ave., Penthouse 1, 16th Fl. Bethesda, MD 20814 PH: (301)913-9338 TF: 800-535-5684 FX: (301)913-5452 E-mail: [email protected] URL: http://www.conference.com Contact: Jim Yuko, Vice President Founded: 1982. Description: The new Hotel Manager is a professional room block management tool with an intuitive interface, industrial strength capacity and sophisticated features. The system manages small, single property blocks or city-wide inventories, enabling the user to define an unlimited number of hotels per event and an unlimited number of room types per hotel. Each room type is defined with a separate price structure, description, and starting inventory per night of the block. As a room is sold, the nightly inventory of the room type confirmed is adjusted for the dates of the transaction. Portions of the room block may be set aside from general inventory as a sub-block under the control and guarantee of a group leader. A variety of reports, confirmations, and invoices can be generated. It is so tightly integrated with Registration Manager that the two applications link to the same name and address records, and share common accounting ledgers, reports, and work areas.

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HTMLSEARCH (AHG) ALEX HEIPHETZ GROUP INC.

16 Wilts State College, PA 16803 PH: (814)867-3200

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FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: HTMLsearch allows the user to conduct searches of html pages in a local directory tree and returns the list of links to the pages where entered keyword(s) are found. It features a fast search of extended sites, the user can choose to match any or all of the words entered, and there is choice over which‘‘start’’ directory will be used.

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and payment, i-Insurance Select also provides a cost effective way to connect on a personal level. For Health and Property and Casualty policyholders, this means having the freedom to review details of their coverage and benefits, receive premium notices, and make payments all online. The Premium Notices offering integrates premium notices with the declarations page to provide easy access to the information policyholders want on-demand. For the Life insurance policyholders, i-Insurance Select enables customers to make payments to their annuity fund, receive annuity statements online, and view other information pertinent to their account such as cash value, quarterly statements and annual reports.

❚ 650

I-INSURANCE

I-SERIES





Founded: 1981. Description: CheckFree i-Insurance gives customer care and e-marketing capabilities that can enhance customer retention. This end-to-end electronic billing, payment and statement delivery and payment solution turns ordinary statements and premium notices into extraordinary online tools that help to serve business customers more responsively and effectively. The Web-based functionality of CheckFree i-Insurance eliminates some major headaches for group plan administrators. For example, customers can view, analyze and pay group billing statements online. iInsurance retains two years’ worth of billing history for simplified accounting. Group member additions and deletions and changes to employee information can be handled online,any time of the day. And because i-Insurance gives employees online, 24x7 access to explanation of benefits, benefit summaries, claims forms and claim status, inquiries to the group plan administrator, as well as the call center, will decrease.

Founded: 1981. Description: CheckFree i-Series for Financial Services software is an end-to-end e-billing and e-statement solution that transforms legacy account data into customizable Web-based applications that include online statements, workflow coordination, secure payment, powerful analysis and graphing capabilities, and hassle-free, responsive customer care.

❚ 649

I-INSURANCE SELECT CHECKFREE I-SOLUTIONS

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO Founded: 1981. Description: Premium rates aside, the ability to attract and keep customers depends on how well one responds to the individual needs. CheckFree i-Insurance Select turns the traditional premium notice into an online, interactive, customer care and marketing tool that strengthens customer relationships. Besides giving policyholders the ease and convenience of secure electronic statement delivery

❚ 651

I-SERIES SELECT CHECKFREE I-SOLUTIONS

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO Founded: 1981. Description: CheckFree i-Series Select for Financial Services software for B2C provides the user with the Web-based capabilities customers want. It is easy to implement and transforms a legacy account data into applications that include online statements, secure payment, hasslefree, responsive customer care, and targeted cross-selling and marketing. Cost reduction is a by-product of this software as it will reduce costs by automating tasks in various support services, including call centers and billing operations.

❚ 652

I-TELCO CHECKFREE I-SOLUTIONS

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552

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I-UTILITY SELECT CHECKFREE I-SOLUTIONS

Founded: 1981. Description: i-Telco is a software solution for telecommunications providers. It creates opportunities to become the business partner of choice for key clients. With i-Telco, the user is able to use online account management for clients. They can use features for analyzing complex statements and invoices. Clients are able to streamline their payment approval process and more efficiently process invoices.

❚ 653

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO Founded: 1981. Description: CheckFree i-Utility Select software has the power of ‘‘point-and-click’’ bill viewing and payment and customer care at the institutions Web site. The benefits of this software are: reduce operating costs, get paid more quickly, improve customer retention/ acquisition, and bolster cross-selling and up-selling to drive revenue growth.

I-TELCO SELECT CHECKFREE I-SOLUTIONS


❚ 656

I/WATCH FOR ORACLE E-BUSINESS SUITE QUEST SOFTWARE, INC.

Founded: 1981. Description: i-Telco Select is a software designed specifically for the telecommunications provider. It helps to create stronger customer relationships by making the billing and payment process more interactive and personalized. This quick-to-market solution pulls legacy billing system data into customizable Web-based applications that include online bills and statements, secure payment, hasslefree, responsive customer care, and targeted cross-selling and marketing.

❚ 654

8001 Irvine Center Dr. Irvine, CA 92618 PH: (949)754-8000 FX: (949)754-8999 E-mail: [email protected] URL: http://www.quest.com Contact: Vincent C. Smith, Chairman and CEO


❚ 655

FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO

Founded: 1987. Staff: 1600. Description: I/Watch for Oracle E-Business Suite provides monitoring for any organization running Oracle E-Business Suite. It monitors the environment for impending problems and service failures, identifies resource-intensive SQL statements and their sources, and efficiently organizes system queries and requests.

❚ 657

I-UTILITY

I2 COLLABORATION AND INVENTORY VISIBILITY


4411 E. Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO

I2

Founded: 1981. Description: With CheckFree i-Utility software, billing and customer care operations can be done online. Business customers can receive and review the massive amount of information associated with these paper documents online as well. Some benefits are that the easier it is for customers to review and pay invoices, the faster the invoices get paid, and it helps eliminate much of the hassle and lag time involved in account reconciliation. Instead of having to comb through page after page of a generic paper invoice or statement, customers can view and this complex information in the format that best fits their business.

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2 Collaboration and Inventory Visibility aligns the planning and execution processes of the enterprise with its trading partners, maximizing the efficiency for the mutual benefit of the entire value chain. It works by incorporating several workflows to achieve customer benefits such as: Inventory Visibility/VMI Replenishment, Order Collaboration, Mid-term Demand/Supply Collaboration, Long-Term Forecast/Capacity Collaboration, and Joint Business Process Planning.

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❚ 658

❚ 660

I2 COLLABORATIVE DEMAND MANAGEMENT

I2 FACTORY PLANNING AND SCHEDULING

I2

I2

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman


Founded: 1988. Description: i2 Collaborative Demand Management enables enterprises to understand, predict and manage customer demand effectively for enhanced customer service, leadership in the marketplace, lower operating costs and higher profitability. i2 Collaborative Demand Management provides quality decision support and execution with proven software and methods designed to get a fast return on investment. It also has capabilities that give enterprises the ability to intelligently plan, forecast and share demand information with partners. It’s Markdown Optimization provides a decision support system for determining the timing and the amount of markdown discounts for inventory clearance, and an interactive graphical approach to creation, maintenance and monitoring of seasonal replenishment profiles can be leveraged by other solutions tied to Collaborative Demand Management.

Founded: 1988. Description: The i2 Factory Planning and Scheduling solution is a portfolio of planning, optimization, and scheduling capabilities that bring the best-fit technology to unique planning and scheduling problems. The Factory Planning and Scheduling Solution brings together the advanced planning and scheduling engine, Factory Planner, and i2’s patented genetic algorithms for solving difficult scheduling problems, along with Scenario Analyzer, to get more out of every capital equipment investment.

❚ 659

I2 COLLABORATIVE SUPPLY MANAGEMENT

❚ 661

I2 INFRASTRUCTURE I2


I2

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2 Collaborative Supply Management helps enterprises manage supply to meet demand, and collaboratively optimize inventory, production, distribution and transportation across multiple enterprises for total value. It brings together an advanced constraint-based planning engine, Supply Chain Planner, Profit Optimizer, with a Supply Collaboration infrastructure, and Scenario Analyzer to focus on solving the toughest supply chain problems profitably. Some key features are: optimization of supply to meet demand profitably, while concurrently considering inventory, production, distribution and transportation constraints across multiple enterprises, it offers the most profitable product mix considering all supply chain costs with a profit-optimization algorithm, gives the ability to collaborate with all trading partners to detect, escalate and resolve order and inventory exceptions before they become customer issues, and can monitor and measure supply chain performance using a repertoire of more than 100 key performance indicators (KPIs).

Founded: 1988. Description: The i2 Infrastructure (or i2 Platform) is a J2EE compliant, integrated suite that can be used to answer the most pressing issues facing today’s IT organizations:. It can be used for implementing ‘‘best practice’’ management process rapidly, leveraging existing systems without having to ‘‘rip and replace’’ functioning legacy systems, provides manageability of IT tools and services, fulfills the requirement to outsource certain business processes and services, and much more.

❚ 662

I2 INTELLIGENT SELLING I2

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2 Intelligent Selling optimizes and executes the sales process across demand chain channels to maximize profitability and customer satisfaction. It features a patented order promising solution for promising

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❚ 663

I2 ORDER MANAGEMENT I2


TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2 Product Sourcing automates and optimizes all sourcing decisions and processes, from concept through product introduction. This enables companies to: find, evaluate and select the best new and existing parts and suppliers, optimize products for sourcing and supply for lowest cost and supply risk, and balance global strategies and project sourcing opportunities with time to market/volume.

❚ 666

I2 SERVICE MANAGEMENT I2

Founded: 1988. Description: i2 Order Management enables companies to capture, manage, fulfill and settle orders across multiple interaction channels and multiple enterprises. i2 Order Management has several key attributes to provide customer benefit. Some of them are: a service-based architecture to leverage existing infrastructure investments and enable interoperability, rapidly align systems to evolving business models and processes with an intuitive and highly flexible modeling environment, quote, capture, broker, manage, status and settle orders across multiple channels, divisions and enterprises, manage orders of multiple product types including catalog, configurable and attribute-based, and deploy as an order aggregation/visibility layer or system of record.



high volumes of orders based on automated business rules, has the ability to promise the right product, price and time to optimize customer satisfaction and profitability, can create the ‘‘perfect order’’ (right configuration, price and Availablity-to-Promise) based on supply and demand visibility, can support all sales channels, including ERP, web, direct sales, sales partners, etc., and much more.

Founded: 1988. Description: i2 Service Management enables enterprises to maximize the utilization of parts, people, budgets and facilities so that they can attain key performance objectives such as high customer service, market leadership, low operating costs and profitability.

❚ 664

I2 PROCUREMENT I2

❚ 667


I2 STRATEGIC SOURCING I2

Founded: 1988. Description: i2 Procurement is a comprehensive, integrated solution for managing all indirect nonplanned materials and strategic MRO (maintenance, repair, and operations) buying in a single instance, allowing both localized order execution and global leverage.

❚ 665

I2 PRODUCT SOURCING I2

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2 Strategic Sourcing leverages supplier relationships to drive innovation, reduce risk and sustain savings. i2 Strategic Sourcing covers all critical and complex phases of Strategic Sourcing, such as: monitors savings, suppliers, risks, contracts and continuously refines sourcing strategies, analyzes spend, demand, supplier performance, inventory, contracts, outsourced manufacturing, and previous strategies, develops optimal sourcing strategy per commodity and supplier, and negotiates best terms with suppliers and executes on sourcing strategies.

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❚ 668

I2 WAREHOUSING I2

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2 Warehousing provides a solution that integrates operational constraint-based planning with physical execution of warehousing processes, allowing maximum value and velocity across distribution operations. i2 Warehouse Manager features rich functionality and is highly configurable. It offers industry tailored configurations for industries such as Retail, CPG, 3rd Party Logistics Providers (3PLs), Services Parts (aftermarket) and High Tech (Semiconductors, Telecom, Electronics).

❚ 669

I2’S TRANSPORTATION AND DISTRIBUTION MANAGEMENT

as business needs dictate, and differentiate to stay ahead of the competition. Based on open, industry standards like Java and XML, WebSphere is a universal, rapid development platform for e-business that enables a business to change at will.

❚ 671

ICOURIER BRIDGE SOFTWARE INC.

3370 S Service Rd. Burlington, ON, Canada L7N3M6 PH: (905)631-8333 TF: 800-755-6921 FX: (905)631-8811 E-mail: [email protected] URL: http://www.ebridgesoft.com Description: With e BRIDGE’s iCourier, the user can: track information on packages, reduce back office costs by eliminating data re-entry, duplication of tasks, and errors, use UPS on-line to send an electronic invoice, then it will post the invoice to accounting software and create an exception report if required. Lastly, the accounting package can send an electronic funds transfer to a bank of choice. The bank will in turn send funds to pay the UPS on-line invoice.

I2

1 i2 Pl., 11701 Luna Rd. Dallas, TX 75234 PH: (469)357-1000 TF: 800-800-3288 FX: (214)860-6060 E-mail: [email protected] URL: http://www.i2.com Contact: Sanjiv Sidhu, Founder, CEO and Chairman Founded: 1988. Description: i2’s web-based Transportation solution enables companies to procure, plan, execute and monitor freight across multiple modes, borders and enterprises. i2 Transportation and Distribution Management can be deployed as licensed applications or through FreightMatrix service, giving customers a flexible way to address their needs.

❚ 670

IBM WEBSPHERE SOFTWARE IBM TIVOLI

11301 Burnet Rd. Austin, TX 78758 PH: (512)436-8000 TF: 877-848-6541 URL: http://www.tivoli.com Contact: Robert LeBlanc, General Manager Founded: 1989. Description: IBM WebSphere software provides middleware to meet crucial and ever-evolving business priorities for any size business-from startup to megasite size. With WebSphere, a company can start simple with Web publishing and quickly grow to enterprise-scale transaction processing.IBM’s WebSphere software platform addresses each phase of e-business making it easy for companies to integrate business processes, deliver them to the Web, grow

❚ 672

IDM DESKTOP FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: FileNET Panagon integrated document management (IDM) Desktop software is a client-level access interface for Microsoft Windows-based clients that lets one electronically view, manage, revise, share, and distribute documents across the enterprise, no matter where they are stored. And, Panagon IDM Desktop integrates seamlessly with current industry standard software applications such as Notes and MS-Office products, enabling Panagon eContent management directly from within these applications.

❚ 673

IEDI BRIDGE SOFTWARE INC.

3370 S Service Rd. Burlington, ON, Canada L7N3M6 PH: (905)631-8333 TF: 800-755-6921 FX: (905)631-8811 E-mail: [email protected] URL: http://www.ebridgesoft.com

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❚ 674

network and provide visibility, event monitoring, and business process optimization across multiple tiers of suppliers and customers. iHub minimizes information delays and distortion across levels in the supply chain and drives significant reductions in component shortages, lead times, and supply chain inventory, as well as improvements in on-time shipments and revenue capture. iHub serves as a central connectivity point where trading partners can share business-critical information using predefined data and process standards.

IFS EMPLOYEE PORTALS IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB

❚ 677


ILOG BUSINESS RULES ILOG INC.

Founded: 1983. Staff: 3550. Description: Provides all users with a personalized and role-based portal interface to IFS Applications. The portal interface serves as a news-bill to the information that users need in their daily work.

1080 Linda Vista Ave. Mountain View, CA 94043 PH: (650)567-8000 TF: 800-367-4564 FX: (650)567-8001 E-mail: [email protected] URL: http://www.ilog.com Contact: Pierre Haren, Cofounder and CEO Founded: 1987. Staff: 575. Description: Is business rule management software available for C and Java with advanced business-rule engines that help automate processes across multiple channels. It allows Java and XML functionality and makes rules portable across the Web.

❚ 675

IFS EPROCUREMENT


Description: eBridge iEDI integrates bi-directional business transactions to back office application. It can do customer credit checking, inventory quantity checking, it has the ability to put documents on hold based on customer credit and inventory quantity checking, and can fully merge purchse orders, invoices, and other documents.

IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB


❚ 678

ILOG CONFIGURATOR ILOG INC.

Founded: 1983. Staff: 3550. Description: IFS eProcurement extends the IFS procurement solution onto the Internet with a web-based interface. It lets companies do centralized blanket management, reducing maverick buying and drastically lowering costs. The intuitive web interface enables distributed requisitioning and call-off. On the supplier side, administration is simplified, thereby providing opportunities to lower prices. In addition, IFS eProcurement serves as the integration point to external Internet-based marketplaces.

❚ 676

1080 Linda Vista Ave. Mountain View, CA 94043 PH: (650)567-8000 TF: 800-367-4564 FX: (650)567-8001 E-mail: [email protected] URL: http://www.ilog.com Contact: Pierre Haren, Cofounder and CEO Founded: 1987. Staff: 575. Description: ILOG Configurator is an embeddable optimization engine for web-based configuration applications. It produces online selling solutions that maximize sales, minimize costs and create satisfied customers. Drawing on years of experience in constraint programming, this software component helps companies slash development time while boosting functionality.

IHUB MANUGISTICS INC.


❚ 679

ILOG JRULES ILOG INC.

Founded: 1969. Staff: 866. Description: Manugistics Intelligent Hub, or iHub, solution is a private trading network designed to connect an enterprise with its extended trading

1080 Linda Vista Ave. Mountain View, CA 94043 PH: (650)567-8000 TF: 800-367-4564 FX: (650)567-8001 E-mail: [email protected] URL: http://www.ilog.com Contact: Pierre Haren, Cofounder and CEO

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Founded: 1987. Staff: 575. Description: A rule engine for Java. ILOG JRules provides APIs and packages them as comprehensive class libraries. Highlights of ILOG JRules: store and manage business rules in the business rule repository; the ILOG JRules engine itself can be flexibly integrated into an Enterprise Java Bean; the JRules Rule Engine Server can easily be integrated into any J2EE application; process XML schemas, objects and rules; directly access XML objects, define rules on XML data, and share rules between ILOG JRules applications.

Founded: 1987. Staff: 575. Description: ILOG Visualization products reduce the time, cost, and risk of developing graphical user interface (GUI) applications, and dramatically extend their power, speed, and functionality. GUIs keep users informed in real time, and allow interaction through onscreen graphics.

❚ 683

IMAGE ENABLING SOFTOLOGY

❚ 680

ILOG JVIEWS COMPONENT SUITE ILOG INC.

1080 Linda Vista Ave. Mountain View, CA 94043 PH: (650)567-8000 TF: 800-367-4564 FX: (650)567-8001 E-mail: [email protected] URL: http://www.ilog.com Contact: Pierre Haren, Cofounder and CEO Founded: 1987. Staff: 575. Description: ILOG JViews Component Suite is a set of 100% Java components for building interactive Web-based user interfaces.Developers can create Web displays that integrate data-aware graphics atop maps, data relationships into diagrams, and schedule data into Gantt charts.

Churchfield House, 5 The Crescent Cheadle SK81PS, United Kingdom PH: 44 16 1491 5812 FX: 44 16 1491 5813 E-mail: [email protected] URL: http://www.softology.co.uk Description: Missing Link EDM allows scanned images to be embedded into existing systems without changing the existing software. It helps to deliver the benefits of a Document Image Processing (DIP) system by hiding the complexities and can be used with many software products to capture documents such as purchase invoices, delivery notes, correspondence and output information. This allows the user to instantly view associated document pages on screen with a single mouse click, when, for example, enquiring on supplier accounts or checking the progress of a customer enquiry.

❚ 684

IMPROMPTU WEB REPORTS

❚ 681

ILOG OPTIMIZATION SUITE ILOG INC.

1080 Linda Vista Ave. Mountain View, CA 94043 PH: (650)567-8000 TF: 800-367-4564 FX: (650)567-8001 E-mail: [email protected] URL: http://www.ilog.com Contact: Pierre Haren, Cofounder and CEO Founded: 1987. Staff: 575. Description: ILOG optimization software components helps e-commerce sites make appropriate purchase recommendations. Customers have the opportunity to define purchase requirements early in the selection process, registering preferences quickly.

COGNOS CORP.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: Impromptu Web Reports (IWR) is used to deliver managed, print-ready reports across the Web for large groups of report consumers. Users can subscribe to published reports, and customize them to meet their specific needs.

❚ 685

IN-STORE MARKET WORKS? STS SYSTEMS

❚ 682

ILOG VISUALIZATION ILOG INC.

1080 Linda Vista Ave. Mountain View, CA 94043 PH: (650)567-8000 TF: 800-367-4564 FX: (650)567-8001 E-mail: [email protected] URL: http://www.ilog.com Contact: Pierre Haren, Cofounder and CEO

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: In-Store Office Works allows for customer information to be sent to and retrieved from a central MarketWorks database via an Internet/Intranet connection or replicated to stores’ local databases.

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E-mail: [email protected] URL: http://www.inktomi.com Contact: David C. Peterschmidt, Chairman, President and CEO

INFORMATION DELIVERY PORTAL SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: The SAS Information Delivery Portal puts everything that is needed at the users fingertips and does the same thing for everyone else in the organization. It takes the challenge out of finding and distributing the right information throughout the enterprise. With the SAS Information Delivery Portal, users can leverage the power of SAS to deliver information, not just data, to an entire organization, access the information needed and tap into an entire spectrum of SAS applications and analytics, and tailor the information that is delivered to what is needed.

Founded: 1996. Staff: 869. Description: Inktomi Content Delivery Suite is a software solution for content distribution, delivery and management. Seamlessly integrated with Inktomi Traffic Server, Content Delivery Suite manages the task of replicating, distributing and tracking content across world wide networks. Content Delivery Suite addresses all of the complex challenges associated with content distribution, enabling the user to: move any type of content - including text and graphics, streaming audio and video, and applications - to any type of delivery vehicle such as a Web server, cache or application server; closely monitor and report on content usage and performance, providing insight into content distribution as well as detailed metrics for service level guarantees; automatically synchronize content across servers and caches so every user has access to the same information at the same time, worldwide; rollback incorrect content, perform automated error proofing, and audit content distribution; and update content on live sites and servers without negatively affecting users.

❚ 687

INKTOMI COMMERCE ENGINE

❚ 689

INKTOMI CORP.

4100 E 3rd Ave. Foster City, CA 94404 PH: (650)653-2800 TF: 888-465-8665 FX: (650)653-2801 E-mail: [email protected] URL: http://www.inktomi.com Contact: David C. Peterschmidt, Chairman, President and CEO Founded: 1996. Staff: 869. Description: Inktomi’s commerce infrastructure platform provides online shopping capabilities for a wide range of portals, vertical portals, destination sites, merchants, devices, and applications. The Inktomi Commerce Engine provides a commerce infrastructure for many of the Web’s leading destination sites and merchants. Inktomi’s private-label solution and flexible APIs allow any Web interface or application to be commerce-enabled with features such as targeted merchandising, relevant product search across millions of products, transaction and affiliate tracking, and private merchant networks. Inktomi’s flexible private-label offering includes advanced features such as: relevant product search, advanced targeting and merchandising capabilities, access to hundreds of merchants, millions of products, side-by-side feature comparison and expert and much more.


❚ 686

INKTOMI WEB SEARCH INKTOMI CORP.

4100 E 3rd Ave. Foster City, CA 94404 PH: (650)653-2800 TF: 888-465-8664 FX: (650)653-2801 E-mail: [email protected] URL: http://www.inktomi.com Contact: David C. Peterschmidt, Chairman, President and CEO Founded: 1996. Staff: 869. Description: Inktomi provides search for many portals and destination sites on the Internet. Inktomi(R) Web Search provides a customizable, private label solution that offers the ability to serve differentiated, highly relevant search results as well as to monetize a site’s traffic. Inktomi Web Search delivers: relevant search results, revenue stream from visitor clicks on paid inclusion content, customizable results, large, regionally specific databases chosen from a master database of two billion URLs, and rapid content refresh cycles (daily for news feeds).

❚ 690

INTARSIA ❚ 688

INKTOMI CONTENT DELIVERY SUITE INKTOMI CORP.

4100 E 3rd Ave. Foster City, CA 94404 PH: (650)653-2800 TF: 888-465-8664 FX: (650)653-2801

SEDONA CORPORATION

455 S Gulph Rd., Ste. 300 King of Prussia, PA 19406 PH: (484)679-2200 TF: 800-815-3307 E-mail: [email protected] URL: http://www.sedonacorp.com Contact: Marce A. Emrich, President, CEO & Board Director

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Founded: 1960. Staff: 85. Description: SEDONA’s Intarsia is an Internet-based Customer Relationship Management (CRM) application that offers organizations the ability to manage and analyze customer information. Using Intarsia, the institution will find ways to: acquire more customers, up-sell and cross-sell to new and existing customers, develop more effective, and has personalized sales and marketing initiatives aimed at retaining the most profitable customers. Intarsia is positioned as a leading CRM solution for smalland mid-sized financial services companies. It combines SEDONA’s Customer Information Management System (CIMS) and Visual Profiling technology with other leadingedge components such as Lead Factory a Web-based lead tracking application to deliver a comprehensive and customized CRM solution.

❚ 691

INTEGRATION CENTER

❚ 693

INTERBIZ ECOMMERCE SUITE INTERBIZ

1 Computer Associates Plz. Islandia, NY 11749-7000 PH: (631)342-6000 TF: 800-997-9014 E-mail: [email protected] URL: http://interbiz.com Founded: 1976. Staff: 18000. Description: interBiz eCommerce solutions let the user buy, sell and negotiate with customers, suppliers and partners via the Web confidently and securely. It also fully integrates eCommerce activities with all other relevant aspects of the business. The interBiz eCommerce Suite includes: interBiz Store-all the tools needed to extend a B2B or B2C storefront to the Web, and interBiz Procure-a turnkey solution that speeds, simplifies and streamlines the B2B purchasing process, minimizing procurement time and costs while giving greater control over purchasing.

VIEWLOCITY INC.

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO Founded: 1999. Description: The Integration Center enables data aquisition from off-the-shelf and legacy enterprise systems across any trading network. It provides a means to connect the components in the Supply Web Applications Suite with the legacy and packaged enterprise systems where information resides dispersed across extended supply chains.

❚ 692

INTERACTIVE SELLING AND MARKETING SUITE

❚ 694

INTERBIZ LOGISTICS INTERBIZ

1 Computer Associates Plz. Islandia, NY 11749-7000 PH: (631)342-6000 TF: 800-997-9014 E-mail: [email protected] URL: http://interbiz.com Founded: 1976. Staff: 18000. Description: eManagement capabilities incorporate event management, workflow and business rules to enable management by exception and supply chain collaboration. Command and control capabilities allow management to visualize their business instantaneously. Optional modules allow for extension of applications into the world of eBusiness for sales orders and purchasing and to add business intelligence solutions. The architecture of interBiz Logistics allows information from legacy systems, the Internet or other business applications to be integrated as well. It operates on UNIX and NT platforms and is scalable for future growth.

COMERGENT TECHNOLOGIES INC.

1201 Radio Rd. Redwood City, CA 94065 PH: (650)232-5999 FX: (650)232-6010 E-mail: [email protected] URL: http://www.comergent.com Contact: Jean A. Kovacs, President and CEO Founded: 1998. Description: The Comergent Interactive Selling and Marketing suite enables enterprises to provide their customers with a guided selling experience. Customers are presented with a selection of products to fit their needs, all available product detail and collateral, all possible valid product options, targeted and relevant promotions, and their price.

❚ 695

INTERSHOP ENFINITY INTERSHOP COMMUNICATIONS INC.

410 Townsend St., Ste. 350 San Francisco, CA 94107 PH: (415)844-1500 FX: (415)844-3800 E-mail: [email protected] URL: http://www.intershop.com Contact: Stephan Schambach, Co-founder and CEO Founded: 1992. Staff: 544. Description: Intershop Enfinity is an e-commerce platform that combines packaged business functionality with a development environment based on an open, flexible architecture. This combination facilitates customization, accelerates time-to-market, and helps to ensure

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❚ 699

INTERWORLD SUPPLYLINK INTERWORLD CORP.


❚ 696

INTERSHOP EPAGES INTERSHOP COMMUNICATIONS INC.

410 Townsend St., Ste. 350 San Francisco, CA 94107 PH: (415)844-1500 FX: (415)844-3800 E-mail: [email protected] URL: http://www.intershop.com Contact: Stephan Schambach, Co-founder and CEO Founded: 1992. Staff: 544. Description: Intershop ePages allows Commerce Service Providers (CSP) to sell inexpensive, entry-level online stores to a mass audience. Sellers deploy e-commerce sites themselves using automated site creation and management features, and can upgrade the features as their businesses grow.

Founded: 1995. Staff: 350. Description: InterWorld SupplyLink for Commerce One provides seamless access to the Commerce One MarketSite, as well as to other B2B Internet portals on the Commerce One Global Trading Web. Utilizing InterWorld Commerce Suite, InterWorld SupplyLink for Commerce One makes it easy for both suppliers and buyers to use the Internet to streamline the supply chain.

❚ 700

INTRANET CLIENT DOCUMENTUM

❚ 697


INTERSHOP HOSTING INTERSHOP COMMUNICATIONS INC.

410 Townsend St., Ste. 350 San Francisco, CA 94107 PH: (415)844-1500 FX: (415)844-3800 E-mail: [email protected] URL: http://www.intershop.com Contact: Stephan Schambach, Co-founder and CEO Founded: 1992. Staff: 544. Description: Intershop Hosting enables sellers to design and build environments for buyers through a number of site building options. They are: store design wizard: this allows sellers to create a unique look and feel for their e-commerce sites, custom store creation: allows sellers to fully customize sites to maximize the buyer’s experience, and lastly, merchandising.


efficient deployment of e-commerce initiatives that will address current and future business needs.

Founded: 1990. Description: Intranet Client provides an intuitive and easy-to-use browser interface to Documentum functionality for managing content. Business users access content via check-in and check-out mechanisms that promote content integrity. Administrators can easily deploy Intranet Client through an enterprise user community while maintaining access security.

❚ 701

INVENTORY ANALYSIS

❚ 698

COGNOS CORP.

INTERSHOP MERCHANT


INTERSHOP COMMUNICATIONS INC.

410 Townsend St., Ste. 350 San Francisco, CA 94107 PH: (415)844-1500 FX: (415)844-3800 E-mail: [email protected] URL: http://www.intershop.com Contact: Stephan Schambach, Co-founder and CEO Founded: 1992. Staff: 544. Description: Intershop Merchant is a server solution that lets Commerce Service Providers provide customers with all the performance, memory, and database power that a high-traffic site requires. Intershop Merchant allows for customization and integrates for specific customer needs without performance being impeded by other stores which would otherwise reside on the same server.

Founded: 1969. Staff: 2600. Description: The Cognos Inventory Analysis Analytic Application gives actionable information about inventory investment. Users can better understand consumption, turns, returns, and material movements, in units or cash, in averages or spreads, and can analyze any aspect of inventory by vendor, material, material group, warehouse, region, status, or any other perspective chosen. Find out how any measurement compares to last year, how it’s trending over time, and so on.

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❚ 702

INVENTORY MANAGEMENT J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: J.D. Edwards Inventory Management offers immediate access to current item information at the inventory locations managed worldwide whether inhouse or at customer and supplier sites. Its open architecture allows for integrated, system-wide supply and demand visibility, which enables rapid, targeted response to new and existing markets. This solution allows users to define inventory in any terms, with features such as: multiple item numbers, multiple units of measure, multi-language item descriptions, item cross referencing, and multi-tier, date-effective costing to cover all pricing situations.

supply chain. Inventory Monitor provides a common, normalized view of inventory across trading partners and proactively searches for inventory concerns such as low stock, out-of-stock and overstock conditions.

❚ 705

IPNET EBIZNESS TRANSACT IPNET SOLUTIONS

4100 Newport Pl., Ste. 800 Newport Beach, CA 92660 PH: (949)476-4455 TF: (866)476-3848 FX: (949)476-4454 E-mail: [email protected] URL: http://www.ipnetsolutions.com Contact: Michael J. Simmons, CEO Founded: 1996. Staff: 130. Description: eBizness Transact enables business partners to connect electronically for the secure exchange of business transactions. The eBizness Transact product line supports the connectivity requirements of smaller trading partners with these partner-specific offerings.

❚ 703

INVENTORY MANAGER CLICK COMMERCE, INC.

❚ 706


IRONSIDE B2B INTEGRATION PLATFORM

Founded: 1996. Staff: 200. Description: Inventory Manager enables the user, channel partners, and customers to locate inventory anywhere in the network, helping to optimize forecasting and automate replenishment. The application manages multiple operations to increase profit, decrease order cycle times and optimize scheduling. Additionally, by helping devise sales plans and forecasts that benefit marketplace owners as well as channel partners, Inventory Manager improves the accuracy of production and fulfillment operations.

IRONSIDE TECHNOLOGIES INC.

7077 Koll Center Pkwy., 2nd Fl. Pleasanton, CA 94566 PH: (925)600-8822 TF: 800-495-4766 FX: (925)600-8816 E-mail: [email protected] URL: http://www.ironside.com Contact: William B. Lipsin, President and CEO Founded: 1996. Staff: 250. Description: Enables enterprise-to-enterprise integration with trading partners and between divisions in large corporations. Provides integration capabilities that can be used as the foundation for manufactures and distributors to present a single view of their key business information and processing and helping streamline sales, purchasing and customer service processes.

❚ 704

❚ 707

INVENTORY MONITOR

IRONSIDE CUSTOMER SERVICE SOLUTION

VIEWLOCITY INC.

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO Founded: 1999. Description: The Inventory Monitor is a web-based component for capturing and viewing inventory positions, activities and stock exceptions across an extended

IRONSIDE TECHNOLOGIES INC.

7077 Koll Center Pky., 2nd Fl. Pleasanton, CA 94566 PH: (925)600-8822 TF: 800-495-4766 FX: (925)600-8816 E-mail: [email protected] URL: http://www.ironside.com Contact: William B. Lipsin, President and CEO Founded: 1996. Staff: 250. Description: The Ironside Customer Service Solution includes applications that enable a

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❚ 708

IRONSIDE ECONTENT MANAGER AND IRONSIDE ECATALOG IRONSIDE TECHNOLOGIES INC.

7077 Koll Center Pkwy., 2nd Fl. Pleasanton, CA 94566 PH: (925)600-8822 TF: 800-495-4766 FX: (925)600-8816 E-mail: [email protected] URL: http://www.ironside.com Contact: William B. Lipsin, President and CEO

be hidden from the buyer, providing a completely customizable electronic storefront; Quote Entry Application enables a buyer to request a quotation, with subsequent conversion to an order; Order Status Application provides customers with the ability to query existing orders, (including both Internet placed and internally placed), as well as to view and print line and summary information, (including shipment and lot/batch details); and Product Inquiry Application. It enables quick and easy access to product information such as: customer specific pricing, inventory availability, product descriptions, marketing specifications, MSDS; as well as any other significant information that a supplier may want to provide.

❚ 710

IRONSIDE VENDOR MANAGEMENT SOLUTION IRONSIDE TECHNOLOGIES INC.



supplier to offer a B2B eCommerce solution to their customers, significantly reducing the load on customer service call centers and greatly enhancing customer service. The Product Returns application enables customers to submit Return Material Authorizations for approval by the supplier. RMA requests are quickly created by referencing past orders or invoices. Once submitted, customers can check the RMA status and suppliers can provide instructions to the customer, (i.e. pick up date, return instructions, authorizations to destroy, etc.). The Accounts Receivable Inquiry application provides customers with the ability to view and access valuable accounts receivable information. The eApprovals application provides the ability to create a set of sophisticated, rules-based, buyer workflows that automate the internal order-approval process. Orders are routed through a definedapproval hierarchy, and multiple levels of approval are supported, thus reducing the risk of unauthorized purchasing. Lastly, the Customer Administrator application streamlines the user administration process for both suppliers and buyers, reducing customer support costs while increasing buyer access, flexibility, and ease-of-use.

Founded: 1996. Staff: 250. Description: The Ironside Vendor Management Solution facilitates Vendor relationships by improving service and efficiency. The Ironside Vendor Management Solution includes applications that enable companies to implement a B2B eCommerce solution that simplifies and improves collaboration with vendors.

Founded: 1996. Staff: 250. Description: The Ironside eContent Manager application provides a company with complete control over creating, maintaining and syndicating content to multiple online channels. The Ironside eCatalog presents the content to a buyer, and provides sophisticated, patented, search capabilities that help the buyer locate items; quickly turning searches into purchases. Customers can easily make informed buying decisions using product comparisons.

❚ 709

❚ 711

ISCALA GLOBAL COMMERCE SERVER SCALA NORTH AMERICA INC.

300 International Pky., Ste. 300 Heathrow, FL 32746 PH: (407)333-8829 FX: (407)875-9957 E-mail: [email protected] URL: http://www.scala-na.com Contact: Mike Burdett, CEO Founded: 1986. Staff: 1150. Description: The iScala Global Commerce Server (GCS) is an e-commerce software tool that directly connects to the Scala back office management system to enable customers to easily buy products and services over the Internet, viewing product information in real-time.

IRONSIDE ORDER MANAGEMENT IRONSIDE TECHNOLOGIES INC.


❚ 712

I.SERIES MAINCONTROL INC.

Founded: 1996. Staff: 250. Description: Consists of four main applications: Order Entry Application provides the ability to place orders in real time, with up-to-date inventory checks and pricing. Complex or privileged information can

7900 Westpark Dr., Ste. T500 McLean, VA 22102 PH: (703)749-2308 FX: (703)749-7980

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E-mail: [email protected] URL: http://www.maincontrol.com Contact: Alex Pinchev, Chairman, CEO and President Founded: 1982. Staff: 152. Description: The i.series addresses the needs of businesses dealing with the challenges of e-infrastructure management in e-business and the B2B economy. i.series is designed to enable an organization to take advantage of the continual technological innovations in today’s world quickly and efficiently. It enables proactive planning and management of technology. With the i.series, the user has the information necessary to better understand the state of the technology infrastructure, how to change it, when to change it, how to finance it, how to better support it, and finally how to dispose of it in adherence to a business plan.

❚ 713

ITEAM DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum iTeam is an intuitive, integrated, easy-to-use project space for driving distributed, cross-functional team collaboration on the Web. Documentum iTeam accelerates project execution and increases efficiency by enabling all users within and beyond the enterprise to participate in projects through contribution and collaboration. Through project reuse, iTeam leverages existing knowledge, captures best practices, and builds on previous experience. With Documentum iTeam, knowledge workers can install and initiate projects, assemble teams, and produce results quickly.

❚ 714

JEEVESONE ENGINE ASK JEEVES INC.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO Description: The JeevesOne Engine is designed to automatically retrieve content from both unstructured data and electronic documents, interpret it using advanced natural language processing techniques and language knowledge, then build the semantic Answer Matrix. This approach enables a ‘‘publish once’’ content strategy, making the creation of a redundant ‘‘answer’’ knowledgebase unnecessary. When a user asks a question via the familiar Jeeves question box, it is also analyzed using the language knowledge in the

knowledge layer. Applying a combination of advanced natural language processing techniques, and language knowledge to analyze the true intent of questions and requests, the JeevesOne Engine determines where to find and how to retrieve the best response from information available.

❚ 715

JEEVESONE ENTERPRISE ASK JEEVES INC.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO Description: JeevesOne Enterprise is for organizations with complex Web sites that need a self-service solution that makes it easier for users to get the information they want and need. It easily connects to back-end systems and presents information in useful ways. Information from nearly any source, including legacy systems, enterprise applications, Web services and Internet resources can be accessed and interrelated in a unified ‘‘View’’. This approach means that customers can quickly and efficiently do what they need to get done on a site. User efficiency translates to a reduced number of calls to contact centers or help desks, fewer shopping carts abandoned and more satisfied users.

❚ 716

JEEVESONE ENTERPRISE ADAPTERS ASK JEEVES INC.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO Description: JeevesOne Enterprise Adapters enable users to easily and cost-effectively connect to critical information that is currently locked in back-end systems. Adapters connect to enterprise applications, back-end systems and Internet resources and make data elements accessible so views can be created. Pre-built Enterprise Adapters are available for Siebel and SAP systems and custom Enterprise Adapter development is available from Jeeves Solutions Professional Services. A RDBMS Adapter and dozens of Internet Adapters come bundled with JeevesOne Enterprise.

❚ 717

JEEVESONE SEARCH ASK JEEVES INC.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371

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KANA ICARE KANA

Description: JeevesOne Search is a highly automated, customizable solution that delivers fast, relevant results. JeevesOne Search delivers advanced natural language-based information retrieval. This solution enables both a high degree of automation and granular control capabilities, giving users complete command over the application when they want it and relevant, hands-off results when they don’t.

181 Constitution Dr. Menlo Park, CA 94025 PH: (650)614-8300 TF: 800-737-8738 FX: (650)614-8301 E-mail: [email protected] URL: http://www.kana.com Contact: Chuck Bay, CEO and President Founded: 1996. Description: KANA iCARE architecture helps enterprises implement software solutions that enhance customer satisfaction and operational efficiency. This is achieved by enabling organizations to respond instantly to change, wring maximum value from dispersed enterprise information, and deliver rapid, reliable service everywhere.

❚ 718

JEEVESONE STANDARD ASK JEEVES INC.

5858 Horton St., Ste. 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)533-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO

❚ 721

KANA MARKETING KANA

Description: JeevesOne Standard is for organizations looking for a closed loop self-service solution that helps users get what they want from a Web site while giving the programmers unconstrained insight into the wants and needs of their customers. JeevesOne Standard is an automated, rapidly deployable self-service application designed for enterprises that want to improve customer satisfaction and reduce sales and service costs by deflecting customers to the Web. JeevesOne leverages an advanced natural language processing (NLP) interface as a single point of entry into existing data, allowing users to ask questions and receive a comprehensive answer. This approach enables users to successfully interact with a web site by facilitating access to information and systems. The solution is rounded out by extensive pre-built domain knowledge that speeds implementation and sophisticated analytics that provide actionable insight into the true intent of customers’ inquiries.

181 Constitution Dr. Menlo Park, CA 94025 PH: (650)614-8300 TF: 800-737-8738 FX: (650)614-8301 E-mail: [email protected] URL: http://www.kana.com Contact: Chuck Bay, CEO and President


❚ 720

E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO

Founded: 1996. Description: KANA Marketing helps marketers become more efficient and targeted in their direct marketing and relationship-building efforts. KANA does this by analyzing customer behavior to identify targeted marketing opportunities and campaigns, as well as by executing, managing and measuring these campaigns.

❚ 722

❚ 719

KANA’S CUSTOMER SERVICE SOLUTION

KANA COMMERCE ANALYTICS

KANA

KANA



Founded: 1996. Staff: 425. Description: KANA Commerce Analytics provides an understanding of what types of people are using a companies website, what their viewing habits and purchasing behavior are like, and what promotions and offers are most likely to be effective.

Founded: 1996. Description: KANA’s Customer Service Solution supports self, proactive and assisted service, comprehensive call management, computer telephony integration, integrated knowledge management and knowledge base, case management and comprehensive analytics.

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❚ 723

❚ 726

KEWILL.INTEGRATE

KNOWLEDGE PACKS

KEWILL

ASK JEEVES INC.

100 Nickerson Rd. Marlborough, MA 01752 PH: (508)229-4400 TF: 877-872-2379 FX: (508)229-4404 URL: http://www.kewill.com Contact: Robert Malley, CEO

5858 Horton St., Suite 350 Emeryville, CA 94608 PH: (510)985-7400 TF: (866)599-8371 E-mail: [email protected] URL: http://www.jeevessolutions.com Contact: A. George Battle, CEO

Staff: 750. Description: When used in combination with Kewill shipping applications, Kewill.Integrate incorporates a company’s business logic for the integration of shipping automation with existing WMS, ERP and CRM systems. In addition, Kewill.Integrate can work with other Kewill applications to transfer EDI ordering and invoicing information to and from back office systems. Kewill approaches integration as a separate component by providing a predefined interface for a supported application or technology.

❚ 724

KEWILL.NET

Description: Knowledge Packs are designed to speed application deployment and provide a strong baseline of industry knowledge. Some customers have been able to deploy a highly relevant application containing extensive vertical knowledge in as little as 10 days. Each Knowledge Pack contains the words, terms, jargon and concepts unique to a particular industry, and also a deeper understanding of which questions are most commonly asked and how these questions are asked. Pre-packaged knowledge can represent time and cost savings and ensures high quality query results. Knowledge Packs are available in the following industries: Financial Services (banking and brokerage), Technology (hardware, software, data storage, and networking), Pharmaceutical, and Automotive (retail sales and service and dealer networks).

KEWILL


❚ 727

LEARNING MANAGER CLICK COMMERCE, INC.

Staff: 750. Description: Kewill.NetSM is a B2B supply chain management portal, providing trading partners with the online visibility needed for managing business relationships, executing business transactions, and promoting collaboration between buyers, suppliers and carriers.

❚ 725

KEWILL.VIEW KEWILL


200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Learning Manager provides online training and testing management, course registration and scheduling capabilities throughout the partner network. This application also ensures that employees, channel partners and service providers are kept acutely aware of the latest product developments and are poised with pointof-sale expertise. Learning Manager makes educational tools accessible to every channel member at a fraction of the cost of traditional training methods by eliminating the expense of printing and shipping training materials. There are no travel expenses because partners can register and study for classes at their own convenience no matter where they are located.

❚ 728

Staff: 750. Description: Kewill.View enables suppliers to provide their customers with the information they need to see the status of their orders as they move through the fulfillment process. This brings together shipping automation and integration with order management systems. Used in conjunction with Kewill’s JobBOSS, MAX, Kewill.Trade and Kewill.Ship, Kewill.View gives a realtime view of the exact location and status of each line item within a shipment.

LIKEMINDS MACROMEDIA

600 Townsend St. San Francisco, CA 94103 PH: (415)252-2000 TF: 800-470-7211 FX: (415)626-0554 E-mail: [email protected]

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Founded: 1992. Staff: 1400. Description: The Macromedia LikeMinds Personalization Server gives product recommendations, personally relevant content, and targeted promotions for each individual Web visitor. LikeMinds then closes the e-business loop by reporting on customer preferences and the effectiveness of its recommendations.

Founded: 1996. Staff: 119. Description: LiveExchange Marketplace is an auction and exchange market that brings together multiple buyers and sellers and fosters trading activity in commodities or other industry-specific products. LiveExchange Marketplace includes structured negotiation features such as multi-stage, multi-parameter negotiations, and time stamping and expiration of bids to facilitate timely negotiation practices.

❚ 729

❚ 732

LIKEMINDS EMAIL

LIVEPERSON CORPORATE

MACROMEDIA

LIVEPERSON, INC.


462 7th Ave., 21st Fl. New York, NY 10018 PH: (212)609-4200 FX: (212)609-4201 E-mail: [email protected] URL: http://www.liveperson.com Contact: Robert LoCascio, CEO and Chairman

Founded: 1992. Staff: 1400. Description: LikeMinds eMail runs in conjunction with Macromedia LikeMinds Personalization Server. By comparing a customer’s behaviors with those of previous visitors to the site, LikeMinds predicts the products and content that are of interest to each individual. LikeMinds eMail uses these recommendations in outbound e-mail campaigns that are personalized to each recipient.

Description: LivePerson Corporate has pre-formatted responses that let the user store answers to commonly asked questions and use them over and over - without retyping. Surveys can capture key customer information before and after a chat, ACD and skill group functionality sends chats to the appropriate operators, site monitoring tracks everywhere website visitors go, Live Engage allows the user to proactively invite visitors to chat, and an administrative control module allows for complete control of PFR content, performance reporting, and account set up and maintenance.


URL: http://www.macromedia.com

❚ 730

LIVEENGAGE LIVEPERSON, INC.

❚ 733


LOAN MANAGER SELECTICA INC.

Description: With LiveEngage, a timed and context sensitive chat invitation can be automatically sent to website visitors. Simply define when and which invitation should be sent automatically. For example, a 15% discount offer can be offered to visitors who are staying more than a minute on the page with a hot product and a 30% discount offer to visitors on a page with a slow moving product.

3 W Plumeria Dr. San Jose, CA 95134-2111 PH: (408)570-9700 FX: (408)570-9705 E-mail: [email protected] URL: http://www.selectica.com Contact: Rajen Jaswa, Chairman of the Board, CEO and President Founded: 1996. Staff: 500. Description: Selectica’s Loan Manager is a patented suite of products that was developed by banking industry professionals and meets the specific needs of lenders. Loan Manager allows lenders to acquire more customers, streamline workflows, and enhance the profitability of existing customer relationships.

❚ 731

LIVEEXCHANGE MARKETPLACE MOAI TECHNOLOGIES

260 Alpha Dr. Pittsburgh, PA 15238 PH: (412)968-5490 TF: 888-244-6624 FX: (412)968-5496 E-mail: [email protected] URL: http://www.moai.com Contact: Ramesh Mehta, CEO

❚ 734

LOGILITY I-COMMUNITY LOGILITY INC.

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)261-9777 TF: 800-762-5207 FX: (404)264-5206 E-mail: [email protected]

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URL: http://www.logility.com Contact: J. Michael Edenfield, CEO and President Description: Logility i-CommunitySM provides the on ramp to e-Business collaboration for private company portal or private Net Market. With Logility’s i-Community, one can easily communicate with trading partners 7 days a week, 24 hours a day, 365 days a year. Access to vital customer and supplier information is as simple as logging on to www.b2bicommerce.com.

❚ 735

MACROMEDIA PERSONALARIA MACROMEDIA


TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: Manufacturing Management is able to manage with mixed-mode capabilities and can help to integrate manufacturing strategies to improve competitiveness and maximize flexibility through unified diversity within a manufacturing environment. Using this fully integrated solution, an organization can interchange its choice of manufacturing modes on demand to meet changing production requirements. Because each mode exists within a single enterprise-wide system where all manufacturing processes share common inventory, material, planning, purchasing, and financial databases, efficiency and accuracy can be depended upon across every mode.

❚ 738

MANUGISTICS COLLABORATIVE DESIGN MANUGISTICS INC.

Founded: 1992. Staff: 1400. Description: Macromedia PersonalAria provides real-time Web activity reports on demand.It can provide information to help gain a greater understanding of customers, help make informed decisions about banners and referrals, and help to respond quickly to market opportunities.


❚ 736

Founded: 1969. Staff: 866. Description: Manugistics Collaborative Design enables the user to create a virtual network for product conceptualization, design, and manufacture. Internal and external partners have direct access to the network to contribute and review all product data for better decisionmaking.

MANUFACTURER COMPONENT MANAGEMENT AGILE SOFTWARE CORP.

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President Founded: 1995. Staff: 289. Description: Manufacturer Component Management enables companies to share information and collaborate more effectively with their supply network to gain access to and make effective decisions regarding quality, cost and availability of components from their manufacturers and distributors. Manufacturer Component Management defines the commodity components and their manufacturers for each item on the bill of material, and facilitates information sharing with all partners to enhance ‘‘Design for Supply Chain’’ objectives - whether at new product introduction or at any point in the product lifecycle.

❚ 737

MANUFACTURING MANAGEMENT J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000

❚ 739

MANUGISTICS EXCHANGEWORKS MANUGISTICS INC.

2115 E Jefferson St. Rockville, MD 20852-4999 PH: (301)984-5000 TF: 877-331-0728 FX: (301)984-5370 E-mail: [email protected] URL: http://www.manugistics.com Contact: Gregory J. Owens, Chairman and CEO Founded: 1969. Staff: 866. Description: The WebWORKS exchange platform, called Manugistics ExchangeWORKSTM, provides a configurable platform for public or private trading exchanges or networks. It enables one-to-many or many-to-many transactions and interactions and is highly scalable, capable of supporting thousands of concurrent users. ExchangeWORKS provides exchange functionality like data-level and functional security, member account management, and commerce functionality such as bidding and RFQ management, and buyer and seller auctions. ExchangeWORKS provides a set of APIs that allow the exchange to incorporate the functionality of Intelligent

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❚ 740

TF: 877-331-0728 FX: (301)984-5370 E-mail: [email protected] URL: http://www.manugistics.com Contact: Gregory J. Owens, Chairman and CEO Founded: 1969. Staff: 866. Description: Manugistics Strategic Sourcing and Contract Management utilizes web-based technologies to execute supplier selection and allocation processes. It gives procurement professionals information and tools to make better supplier selection decisions during online RFP/RFQ processes or auctions. Once an agreement is reached, it automatically stores all contract data in a central repository for future management, visibility, and analysis.

MANUGISTICS PROCUREMENT EXECUTION MANUGISTICS INC.


❚ 743

Founded: 1969. Staff: 866. Description: Manugistics Procurement Execution helps companies reduce transaction costs and streamline the purchasing process by allowing disparate procurement organizations to generate purchase orders and collaborate purchase order details with the entire supply base. Transactions that were once labor intensive and handled manually can now be electronically communicated as they are generated. Providing this level of visibility to new purchase orders and purchase order changes allows procurement professionals to focus more of their time on strategic issues. Manugistics Procurement Execution solution is a fully web-enabled, private purchasing network that centralizes the management of the entire procurement life cycle, from order creation to delivery.

❚ 741

MANUGISTICS SPEND ANALYSIS AND OPTIMIZATION

MANUGISTICS WEBCONNECT MANUGISTICS INC.



Engines, Collaborative Services, and Event Management & Analysis, depending on the requirements of the exchange owner or participants.

Founded: 1969. Staff: 866. Description: Manugistics WebConnect is an integration suite designed to help companies rapidly implement business applications, while reducing the cost, time, and risk normally associated with complex integration projects. Designed to enable integration between Manugistics NetWORKS products and other enterprise systems, WebConnect uses pre-configured and adaptable plugins to facilitate communication with execution software such as ERP, CRM, WMS, and MES.

MANUGISTICS INC.


❚ 744

MAPINSIGHT V1.0 MAPINFO CORPORATION

Founded: 1969. Staff: 866. Description: Manugistics Spend Analysis and Optimization helps provide a multidimensional picture of spend across the entire enterprise down to the part level. Its decision-support capabilities optimize sourcing strategies, leveraging internal spend data along with external market data.

❚ 742

MANUGISTICS STRATEGIC SOURCING AND CONTRACT MANAGEMENT MANUGISTICS INC.

2115 E Jefferson St. Rockville, MD 20852-4999 PH: (301)984-5000

1 Global View Troy, NY 12180 PH: (518)285-6000 TF: 800-327-8627 FX: (518)285-6070 E-mail: [email protected] URL: http://www.mapinfo.com Contact: John C. Cavalier, Chairman of the Board Founded: 1986. Staff: 700. Description: With MapInfo(R) MapInsight v1.0 the user can leverage customer data that has been collected over the years. It allows the user to add demographic capabilities to databases, to better enable the ranking of the value of customers in any geographic area, target the best areas for business expansion, and identify cross-sell and up-sell opportunities among current customers. MapInsight helps to gain valuable marketing intelligence from databases and puts actionable information into the hands of marketing and sales professionals who need it.

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❚ 745

MARKET DIRECT CHECKFREE I-SOLUTIONS

4411 E Jones Bridge Rd. Norcross, GA 30092 TF: 800-964-4552 FX: (678)375-3000 E-mail: [email protected] URL: http://www.i-solutions.checkfree.com Contact: Pete Kight, Chairman and CEO Founded: 1981. Description: CheckFree i-Series software lets the user to create and deliver personally tailored advertising campaigns with e-bills and e-statements. Some highlights are: segmented customers for each campaign or marketing message, links cross-selling and third-party advertisements and messages to e-bills and e-statements, evaluates campaign effectiveness mid-stream, quickly update or fine-tune messages, reduce or eliminate the cost of other forms of marketing.

TF: 888-313-8558 FX: (925)244-2180 E-mail: [email protected] URL: http://www.maxamine.com Contact: Dr. Stephen Kirkby, CEO Founded: 1997. Staff: 18. Description: Maxamine Knowledge Platform captures web sites in three ways: BASIC Maxamine scans and collects information about every item contained in the site; COMPREHENSIVE - Everything collected in the basic scan, plus a full index of all information contained in every page and document in the site; TOTAL A complete replication of the site for off-line examination and analysis

❚ 749

MAXAMINE PROCESS ANALYST MAXAMINE

2301 Camino Ramon, Ste. 250 San Ramon, CA 94583 PH: (925)244-2100 TF: 888-313-8558 FX: (925)244-2180 E-mail: [email protected] URL: http://www.maxamine.com Contact: Dr. Stephen Kirkby, CEO

❚ 746

MARKETLINKS STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: MarketLinks provides data integration at various touch points across the enterprisebased on user-defined mapping and distribution rules. Acting as an enabler, it is aimed at routing specialized data for a particular purpose.

Founded: 1997. Staff: 18. Description: Maxamine Process Analyst provides in-depth reporting and analysis of existing processes, as well as blueprints for increasing efficiency and eliminating trouble spots. Maxamine Process Analyst equips its users with the power to understand the factors that determine if its website is effective, and the ability to change the things that are not. It enables end users to increase revenue by getting viewers to actionable content quickly.

❚ 750

❚ 747

MAXIMO

MARKETPLACE ANALYZER COMERGENT TECHNOLOGIES INC.


MRO SOFTWARE INC.

100 Crosby Dr. Bedford, MA 01730 PH: (781)280-2000 E-mail: [email protected] URL: http://www.mro.com Contact: Chip Drapeau, President and CEO

Founded: 1998. Description: Comergent Marketplace Analyzer provides insight into e-business activities such as customer activity and buying patterns across the partner network. It allows managers to analyze e-commerce activities, gain new insights into business practices, and establish new marketing programs and pricing promotions.

Founded: 1968. Staff: 904. Description: MAXIMO Extended Enterprise melds key features from MAXIMO Enterprise Asset Management product with e-Commerce capabilities. MAXIMO Extended Enterprise helps improve the availability and performance of revenue-generating assets of companies of any size by cutting time and money from the maintenance process.

❚ 748

❚ 751

MAXAMINE KNOWLEDGE PLATFORM

MAZE

MAXAMINE

SOFTOLOGY

2301 Camino Ramon, Ste. 250 San Ramon, CA 94583 PH: (925)244-2100

Churchfield House, 5 The Crescent Cheadle SK81PS, United Kingdom PH: 44 16 1491 5812

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URL: http://www.mercator.com Contact: Roy King, Chairman and CEO

Description: Maze is an effective routing system intended for companies who wish to utilize workflow for enhanced process management and efficiency, without incurring the overheads of extensive software development, implementation and training.

❚ 755

❚ 752

MERCATOR ENTERPRISE BROKER

MEDIA SERVICES DOCUMENTUM

45 Danbury Rd. Wilton, CT 06897 TF: 800-215-9633 URL: http://www.mercator.com Contact: Roy King, Chairman and CEO

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum Media Services is a high-performance extension of the Documentum 4i platform that provides advanced content management capabilities for rich media, enabling companies to streamline and unify the management of all multimedia and image-rich Web site content. Some key features are: content attribution, thumbnailing, file transformations, pre-defined transformations, extensible media architecture, and streaming audio and video.

MEGAPUTER ONLINE RECOMMENDATION MEGAPUTER INTELLIGENCE INC.

120 W 7th St., Ste. 310 Bloomington, IN 47404 PH: (812)330-0110 FX: (812)330-0150 URL: http://www.megaputer.com Founded: 1993. Staff: 30. Description: Megaputer Online Recommendation (OR) module empowers the user with a capability to analyze historical data about previous transactions by numerous customers, learn common buying patterns, and use this knowledge for predicting more products that might be of interest to the customer making a particular transaction. This allows for increased value of every customer interaction by leveraging additional cross-sell opportunities. The OR module is an integral part of a new powerful web data analysis and communication personalization tool from Megaputer - WebAnalyst Server.

❚ 754

45 Danbury Rd. Wilton, CT 06897 TF: 800-215-9633

Founded: 1985. Staff: 626. Description: Mercator Enterprise Broker is an industrial-strength environment for building and executing scalable, event-driven intra-enterprise A2A integration solutions. This includes the integration of packaged applications for customer relationship management (CRM), enterprise resource planning (ERP) and supply chain management (SCM); legacy systems; and databases and data warehouses.

❚ 756

MERCATOR WEB BROKER 45 Danbury Rd. Wilton, CT 06897 TF: 800-215-9633 URL: http://www.mercator.com Contact: Roy King, Chairman and CEO

❚ 753

MERCATOR COMMERCE BROKER

Founded: 1985. Staff: 626. Description: Mercator Commerce Broker creates seamless B2B interfaces with customers, suppliers and electronic marketplaces, between enterprise systems and all commerce touch points, and across public and private networks.


FX: 44 16 1491 5813 E-mail: [email protected] URL: http://www.softology.co.uk

Founded: 1985. Staff: 626. Description: Mercator Web Broker allows organizations to design, implement and manage Web commerce interfaces in high-performance environments by extending existing systems to the Internet. Mercator Web Broker complements popular Web application servers such as Allaire ColdFusion and IBM WebSphere by exposing enterprise data in a variety of standard interfaces.

❚ 757

MERCHANTWORKS STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: MerchantWorks is a Webcommerce-friendly application that assists retailers in maximizing inventory turns and boosting productivity while lowering operational costs. The application brings flexibility to managing inventory, prices, the supply chain, and the retail

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stock ledger. The MerchantWorks Windows AE-based transaction-management components interact with decision-support databases to streamline internal processes and promote decision-making.

❚ 758

METATAGGER CONTENT INTELLIGENCE INTERWOVEN INC.

803 11th Ave. Sunnyvale, CA 94089 PH: (408)774-2000 TF: 888-468-3796 FX: (408)774-2002 E-mail: [email protected] URL: http://www.interwoven.com Contact: Martin Brauns, Chairman and CEO

customers are and where to find more just like them. miLists closes the customer loop by providing fast and flexible online access to business and consumer lists. miLists puts customized B2B and B2C business lists into action offering mapping interface as well as: one-of-a-kind mapping capabilities, unmatched precision - the mapping functionality in miLists helps to maximize every marketing dollar, targeting only those who represent the greatest opportunity for sales and growth, flexibility - perform targeted list queries incorporating customer specific geographic, demographic and firmographic criteria, customization - perform ring studies around any US location to customize trade areas and coverage zones and much more.

❚ 761

MINICART (AHG) ALEX HEIPHETZ GROUP INC.

Founded: 1995. Staff: 831. Description: MetaTagger ensures that business information is readily available to those who need it most. MetaTagger is based on third generation classification and categorization technology developed by library scientists and engineers. With MetaTagger, enterprises can maximize investment in portal and search infrastructure, and boost employee productivity and efficiency.

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: MiniCart is a fast e-commerce solution for stores with a few items. All items/descriptions/ prices are kept on a single HTML page. Usage requires Perl and the NT version requires Blat.

❚ 759

MIDIRECTIONS MAPINFO CORPORATION

1 Global View Troy, NY 12180 PH: (518)285-6000 TF: 800-327-8627 FX: (518)285-6070 E-mail: [email protected] URL: http://www.mapinfo.com Contact: John C. Cavalier, Chairman of the Board Founded: 1986. Staff: 700. Description: miDirections is a MapInfo’s store locator that allows people to know where to find a location, and how to find it with fast, accurate driving directions.It provides text-based driving directions to the location.

❚ 760

MILISTS MAPINFO CORPORATION

1 Global View Troy, NY 12180 PH: (518)285-6000 TF: 800-327-8627 FX: (518)285-6070 E-mail: [email protected] URL: http://www.mapinfo.com Contact: John C. Cavalier, Chairman of the Board Founded: 1986. Staff: 700. Description: MapInfo(R) miListsTM provides business and consumer prospect lists with precision, deliverability and qualified prospects. Locationbased analysis of market areas helps determine who the best

❚ 762

MISITES V2.0 MAPINFO CORPORATION

1 Global View Troy, NY 12180 PH: (518)285-6000 TF: 800-327-8627 FX: (518)285-6070 E-mail: [email protected] URL: http://www.mapinfo.com Contact: John C. Cavalier, Chairman of the Board Founded: 1986. Staff: 700. Description: miSites’! v2.0 lets anyone who has found the institution’s web site find their store sites, ATMs, restaurants, distributors, etc. It puts street maps, addresses, phone numbers, store hours and more right at customers’ fingertips they simply enter an address and instantly get back a map of your nearest sites. It’s an application service that must be subscribed to, as opposed to a product purchased. MapInfo hosts and maintains miSites on servers - but it appears seamlessly on the user’s web site.

❚ 763

MOBILE AND WIRELESS SERVICES IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB

10 N Martingale Rd., Ste. 600 Schaumburg, IL 60173 PH: (847)592-0200 TF: (847)592-0201 E-mail: [email protected]

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FX: (512)328-4584 E-mail: [email protected] URL: http://www.micromain.com

Founded: 1983. Staff: 3550. Description: IFS Mobile and Wireless Services enables the user to connect all IFS Applications services and information content to wireless or mobile devices, such as PDAs, WAP phones and bar code scanners.

❚ 764

MRO SOFTWARE ONLINE COMMERCE SERVICES MRO SOFTWARE INC.

100 Crosby Dr. Bedford, MA 01730 PH: (781)280-2000 E-mail: [email protected] URL: http://www.mro.com Contact: Chip Drapeau, President and CEO

Founded: 1989. Description: MS2000 Enterprise is a Enterprise Asset Management (EAM) system that provides the tools needed to reduce downtime, maximize productivity, lower overall costs and simplify the maintenance process for any size organization or facility. MS2000 Enterprise is based on the latest industry standard database technology, including Microsoft SQL Server and Oracle. MS2000 Enterprise offers simple data entry and navigation, which allows users to easily manage work orders, schedule PM tasks, track assets, control inventory and budgets, create purchase orders, identify deferred maintenance, and more. Additionally, MS2000 Enterprise is totally open (all source code is included) and completely customizable.

❚ 767

MULTICARE

Founded: 1968. Staff: 904. Description: Buyers can register at network.mro.com to manage relationships with new and existing suppliers when sourcing and ordering industrial parts. Manufacturers and distributors of industrial products can connect to their customers and provide services with a single connection for order processing from buyers using a variety of procurement applications and a central electronic catalog. Marketplace managers can leverage these suppliers to create their own ’virtual provate marketplace’ branded with their logo and tailored for MRO purchasing.

❚ 765

MS2000 CMMS MICROMAIN CORP.

5100 Bee Caves Rd. Austin, TX 78746 PH: (512)328-3235 TF: 888-888-1600 FX: (512)328-4584 E-mail: [email protected] URL: http://www.micromain.com

LIVEPERSON, INC.



URL: http://www.ifsworld.com Contact: Bengt Nilsson, President and CEO

Description: MultiCare is a self-learning knowledgebase that uses a natural language processing engine to answer customer questions. Customers can also submit inquiries through the message management system or download a product document, brochure or application with the searchable document library, all from one common interface. MultiCare is a tool that constantly evolves with use. It assists customers while also tracking success, relevancy and failure and from this information it actually learns how to answer questions faster and more efficiently every time.

❚ 768

MYSAP BUSINESS INTELLIGENCE Founded: 1989. Description: MS2000 is a CMMS designed to reduce downtime, increase equipment life, maximize productivity, lower overall costs and simplify the maintenance process. MS2000 offers simple data entry and navigation, which allows users to easily manage work orders, schedule PM tasks, track assets, control inventory and budgets, create purchase orders, identify deferred maintenance, and more. MS2000 is a totally open system (all source code is included) and completely customizable.

❚ 766

MS2000 ENTERPRISE MICROMAIN CORP.

5100 Bee Caves Rd. Austin, TX 78746 PH: (512)328-3235 TF: 888-888-1600

SAP AMERICA, INC.

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000 FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and Cheif Exectutive Officer Founded: 1972. Staff: 27800. Description: mySAP Business Intelligence integrates all corporate information in order to turn information into insight, insight into action, and action into improved business operations. This end-to-end solution allows for optimization of all operations. It enables the institution to use all information to manage and analyze every single aspect of the business — from beginning to end. Moreover, mySAP Business Intelligence allows for use of data analysis to strengthen relationships with business partners and customers. It can: visually represent analysis

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in a wide variety of formats, including grids, graphs, maps, and more, quickly adjust strategy to respond to market changes, effectively monitor performance of key success factors using external and internal benchmarks, combine data from all enterprise data sources for analysis, and quickly communicate key performance indicators to all the people who need to know

❚ 769

MYSAP ENTERPRISE PORTALS SAP AMERICA, INC.

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000 FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and Cheif Exectutive Officer Founded: 1972. Staff: 27800. Description: mySAP Enterprise Portals delivers the promise of true e-business by unifying every business process in the corporate world for strategic advantage and profitability. With it the user can: manage all types of enterprise data including applications, databases, stored documents, and Internet information, unify all enterprise information — regardless of origin, push content to users according to their specific roles and interests, transform latent data into business insight, collaborate and personalize, and access it all with a single sign-on.

❚ 770

MYSAP EXCHANGES SAP AMERICA, INC.

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000 FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and Cheif Exectutive Officer Founded: 1972. Staff: 27800. Description: SAP Markets public exchanges help market makers to provide services for value chain collaboration to selected industries or regions. SAP Markets also helps private exchanges that are owned by a single organization. They help this organization to collaborate across business boundaries such as business units, their suppliers, customers and business partners - without sharing competitive advantages with competing value chains. mySAP Exchanges fosters the efficiencies of virtual communities by providing a collaborative platform that drives business processes across multiple software systems and value-added services.

❚ 771

MYSAP FINANCIALS SAP AMERICA, INC.

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000

FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and Cheif Exectutive Officer Founded: 1972. Staff: 27800. Description: mySAP Financials integrates all financial and business performance information with management processes, allowing the financial team to make effective, strategic decisions. Plus, mySAP Financials provides the company with a solution that improves investor communication, streamlines the financial supply chain, ensures better collaboration with customers and vendors, reduces transaction costs, and increases operational efficiency.

❚ 772

MYSAP PRODUCT LIFECYCLE MANAGEMENT SAP AMERICA, INC.

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000 FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and CEO Founded: 1972. Staff: 27800. Description: mySAP Product Lifecycle Management (mySAP PLM) provides an integrated environment that ensures all people involved in product development, manufacturing, and service have quick and secure access to current information. mySAP PLM is a solution available today that enables collaborative engineering, custom product development, and project, asset, and quality management among multiple business partners. mySAP PLM integrates all participants in the development process: designers, suppliers, manufacturers, and customers. It also provides a solution for any company that requires proactive quality management to improve equipment and plant performance.

❚ 773

MYSAP SUPPLIER RELATIONSHIP MANAGEMENT SAP AMERICA, INC.

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000 FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and Cheif Exectutive Officer Founded: 1972. Staff: 27800. Description: The mySAP Supplier Relationship Management (SRM) solution from SAP Markets provides all the tools needed to better evaluate, enable, and engage suppliers. This comprehensive solution, which builds on mySAP E-Procurement, is based on proven business technology. The end result is efficient business, lower costs, and increased profits. mySAP SRM lets the institution analyze supplier relationships in order to pick the best suppliers, reduce risks, and shorten sourcing cycle times.

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❚ 774

Founded: 1984. Staff: 80. Description: With Navision Axapta the process of building e-business applications is simplified and cost optimized. The design principal used is one business logic, one database, one toolbox and one source code in order to automate both internal and external processes. The system’s three-tier architecture separates the business logic from the presentation layer.

MYSAP SUPPLY CHAIN MANAGEMENT SAP AMERICA, INC.

❚ 777

3999 West Chester Pk. Newtown Square, PA 19073 PH: (610)661-1000 FX: (610)355-3106 URL: http://www.sap.com Contact: Hasso Plattner, Co-chairman and Cheif Exectutive Officer

NAVISION XAL NAVISION US INC.

Founded: 1972. Staff: 27800. Description: mySAP Supply Chain Management (mySAP SCM) is the supply chain solution that delivers real business value. By dramatically improving the ability to plan, respond, and execute, mySAP SCM enables the user to adapt to the inevitable exceptions that occur in the race to meet market demands. mySAP SCM has visibility portals that allow employees, partners, vendors, and customers to communicate and collaborate. So anyone can constantly check the pulse of plans, exceptions, and performance measures. And move from a linear, sequential supply chain to an adaptive supply chain network. mySAP SCM offers the only complete supply chain solution with capabilities that cover supply chain planning, execution, coordination, and networking.

3505 Koger Blvd., Ste. 400 Duluth, GA 30096 PH: (678)226-8300 TF: 800-552-8478 FX: (678)226-8305 E-mail: [email protected] URL: http://www.navision.com Founded: 1984. Staff: 80. Description: With Navision XAL, the entire setup can be handled from within Navision XAL: support for controlling menus, colors and graphics on a website without requiring any knowledge of web programming. The system also controls the languages shown on the web.


There is complete visibility across multiple lines of business to formulate better supply strategies. mySAP SRM is an easy, cost-effective way for all suppliers to participate in exchange-based business.

❚ 778

NEOGRID E-COLLABORATION SUITE NEOGRID S.A.

Rua Quintino Bocaiu´va, 300 89204-300 Joinville, Santa Catarina, Brazil PH: 55 47 4227099 FX: 55 47 4232090 E-mail: [email protected] URL: http://www.neogrid.com Contact: Antonio Carlos Correˆa, President

❚ 775

NAVISION ATTAIN NAVISION US INC.

3505 Koger Blvd., Ste. 400 Duluth, GA 30096 PH: (678)226-8300 TF: 800-552-8478 FX: (678)226-8305 E-mail: [email protected] URL: http://www.navision.com Founded: 1984. Staff: 80. Description: Navision Attain delivers integrated functionality to support solutions for financial management, supply chain collaboration (including manufacturing and distribution), customer relationship management (CRM) (including marketing and sales and service management) and e-commerce.

Founded: 1999. Description: NeoGrid e-Collaboration Suite enables companies to increase their profitability by reducing costs and increasing sales volume. NeoGrid eCollaboration Suite creates new revenue opportunities, enabling companies to increase their market share, allowing faster delivery of products to the marketplace and with increased added value to their customers. This is structured on three products: NeoGrid Communicator, NeoGrid Collaborator and NeoGrid Connector.

❚ 779 ❚ 776

NAVISION AXAPTA NAVISION US INC.

3505 Koger Blvd., Ste. 400 Duluth, GA 30096 PH: (678)226-8300 TF: 800-552-8478 FX: (678)226-8305 E-mail: [email protected] URL: http://www.navision.com

NETSWIFT 2012 SSL ACCELERATION RAINBOW TECHNOLOGIES

50 Technology Dr. Irvine, CA 92618 PH: (949)450-7300 TF: 800-852-8569 URL: http://www.rainbow.com Contact: Walter W. Straub, President and CEO Founded: 1984. Staff: 594. Description: The Rainbow NetSwift2012 high-security appliance combines an integrated

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security acceleration and termination solution for mCommerce and eCommerce applications.This standalone product incorporates both the WTLS protocol for WAP gateways and high-speed SSL for Web servers in a single, plug-andplay security solution. The NetSwift2012 can be installed and configured quickly and provides fast WTLS and SSL transaction performance.

❚ 780

dynamic pricing, manufacturing collaboration, eProcurement, track and trace, strategic sourcing, and order and pipeline visibility. In addition, it provides the foundation for these transactions with features such as content management, profile management and personalization, contract management, information repository, real-time alerts, integration for financial clearinghouse functions, and data and functional security.

NETWORK MANAGEMENT APPLICATION SUITE

❚ 782

SIMPLIFIED

NETZEE, INC.

11100 Metric Blvd., Ste. 770 Austin, TX 78758 PH: (512)425-9700 FX: (512)425-9701 E-mail: [email protected] URL: http://www.simpletel.com Contact: James Cashiola, CEO

6190 Powers Ferry Rd. Powers Ferry Landing E, Ste. 400 Atlanta, GA 30339 TF: 800-722-5821 FX: (770)850-4100 URL: http://www.netzee.com Contact: Donny R. Jackson, CEO

Description: Built on patented software technologies, the Simplified Network Management Application Suite comprises of two related applications: Simplified Softswitch Plus and Least-Cost Routing. This technology, which is at the core of Simplified Softswitch Plus, provides the network visibility tools needed to monitor, adjust and control traffic, over both circuit and packet networks. Using the signalling information provided by the associated SS7 messaging, the Simplified NMAS suite allows the user to make split second decisions about the routes traffic will take, realizing revenues and/or lower costs as changes are made. Some key benefits of the Network Management Application Suite are: it supports both TDM and IP, simultaneously, enables efficient control of any open voice and data network element, regardless of protocol, supports multiple applications, including Internet offload and tandem trunking, gives freedom of choice for network vendors, and has enhanced SS7 capabilities.

Founded: 1999. Staff: 150. Description: Netzee’s Marketplace is an Internet application that positions the company’s financial institution at the center of the community, provides a valuable service to commercial customers, and creates new revenue opportunities. Netzee provides initial installation and marketing support for Marketplace, including a presentation video and merchandising efforts designed to help strengthen community awareness and site traffic. For commercial customers, Netzee Marketplace provides: an affordable, easy-to-implement eCommerce solution, a new channel of distribution and advertisement, enhanced presence and expanded availability on the Internet, and a community bulletin board to steer business toward the site. For the institution, Netzee Marketplace provides: incremental fee income, comparative advantage over competitors, and an increased visibility-the online product is fully-branded with the institution’s logo and information.

NETZEE MARKETPLACE

❚ 783

❚ 781

NETZEE WEB PORTAL

NETWORKS MARKETPLACE

NETZEE, INC.

MANUGISTICS INC.

6190 Powers Ferry Rd., Powers Ferry Landing E, Ste. 400 Atlanta, GA 30339 TF: 800-722-5821 FX: (770)850-4100 URL: http://www.netzee.com Contact: Donny R. Jackson, CEO

2115 E Jefferson St. Rockville, MD 20852-4999 PH: (301)984-5000 TF: 877-331-0728 FX: (301)984-5370 E-mail: [email protected] URL: http://www.manugistics.com Contact: Gregory J. Owens, Chairman and CEO Founded: 1969. Staff: 866. Description: NetWORKS Marketplace is designed to leverage existing and optimized data from intelligent engines, profit and revenue optimization techniques, event management and analysis information, and commerce management capabilities. It is also designed to enable seamless recurring trade and interactions between multiple enterprises and facilitates information sharing both inside and outside a company’s four walls. NetWORKS Marketplace can support a variety of transaction capabilities, such as RFQ and RFI generation, negotiated eCommerce,

Founded: 1999. Staff: 150. Description: Netzee’s Web Portal is a real-time news source and search engine that presents valuable information to retail and commercial customers. It creates a ’stickier’ site with more daily traffic than a traditional web site. Netzee’s Web Portal attaches the institution’s web site to a virtual environment-branded with a logo-that provides a personalized and secure Internet experience. For customers, Netzee’s Web Portal provides: a personalized and secure environment, search capabilities and links to world and national news, customizable layout, stock display, and user preferences, up-to-date business and financial news, health, sports, and entertainment information,

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❚ 786

NUMEGA DEVPARTNER STUDIO COMPUWARE CORP.

31440 Northwestern Hwy. Farmington Hills, MI 48334 PH: (248)737-7300 URL: http://www.compuware.com Description: Windows-based, multi-language developer productivity tools. Used in the development process to construct difficult applications, including web-enabled, e-commerce and distributed applications. Tools help to automatically detect, diagnose and resolve software errors as well as maximize code performance and making sure optimum code coverage and testing is achieved.

❚ 784

NEWVIEW SN3 NEWVIEW TECHNOLOGIES INC

1250 Broadway New York, NY 10001 PH: (212)527-9997 TF: 877-447-8335 FX: (212)981-5687 E-mail: [email protected] URL: http://www.e-steel.com Contact: Scott Prince, CEO and President

❚ 787

ONYX E-BUSINESS ENGINE ONYX SOFTWARE CORP.

Founded: 1998. Description: NewView SN3 represents the first in a series of releases to model and coordinate collaborative, informational, and transactional business interactions for true network business process performance. The solution is highly configurable allowing companies to not only model, implement, and adapt streamlined business processes, but to do so immediately with pre-packaged and configured core business models that deliver best-practice methodologies and rapid time-to-value.

❚ 785

NFUSION ECREDIT.COM INC.

20 CareMatrix Dr. Dedham, MA 02026 PH: (781)752-1200 FX: (781)752-1400 E-mail: [email protected] URL: http://www.ecredit.com Contact: Christopher H. Richmond, Chairman of the Board Founded: 1993. Description: The nFusion suite of Webbased credit applications integrates all the elements of the credit decision process into one system. It’s decision automation technologies are combined with the tools needed to conduct an in-depth financial analysis for a given customer, it has a centralized electronic repository that merges customer information from internal accounting and warehousing systems, and external content providers, and credit requests from sales, brokers, and credit analysts, whether from thirdparty systems or the Internet, are channeled to one decision engine, one set of rules and procedures, one database of scorecards, and one set of workflow rules. nFusion enables companies to handle every credit request with greater efficiency and consistency, from lower value transactions that can be fully automated, to high value applications that require risk and portfolio assessment or extensive analyst interaction.

3180 139th Ave. SE, Ste. 500 Bellevue, WA 98005-4091 PH: (425)451-8060 TF: 888-275-6699 FX: (425)990-3343 E-mail: [email protected] URL: http://www.onyx.com Contact: Brent Frei, CEO


access to online yellow pages that include maps and directions to other companies online, and access to classified ads, including home, auto, and online auctions. For the institution, Netzee’s Web Portal provides: enhanced image and branding by providing an Internet launch pad under the company logo and sponsorship, increased visibility, with home page and product links one mouse click away, and easy management of online promotions in an environment that you control.

Founded: 1994. Description: Onyx e-Business Engine is the backbone for Onyx Enterprise CRM Solutions. Built on an enterprise scalable Internet architecture, the Onyx e-Business Engine offers complete and advanced Internet technology. Through a comprehensive and flexible framework, native XML integration and customizable user interfaces, the Onyx e-Business Engine empowers large organizations to consolidate and transform crucial prospect, customer and partner information into sales, marketing, and service opportunities. The data-driven and component-based Onyx e-Business Engine can be rapidly tailored to match any business process. Onyx is designed to integrate successfully with a multitude of legacy, back-office and other enterprise systems, allowing users to assimilate business data, combine business transactions and leverage existing infrastructure.

❚ 788

ONYX EMPLOYEE PORTAL ONYX SOFTWARE CORP.

3180 139th Ave. SE, Ste. 500 Bellevue, WA 98005-4091 PH: (425)451-8060 TF: 888-275-6699 FX: (425)990-3343 E-mail: [email protected] URL: http://www.onyx.com Contact: Brent Frei, CEO Founded: 1994. Description: Onyx Employee Portal is a thin-client CRM solution that gives sales, marketing and service organizations a centralized digital workspace for customer management. Onyx Employee Portal delivers a unified application architecture that offers flexibility, and

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customization and configuration are simplified giving the flexibility needed to support unique business processes, ensuring that any CRM system today can adapt as business needs change.

❚ 789

ONYX PARTNER PORTAL ONYX SOFTWARE CORP.

3180 139th Ave. SE, Ste. 500 Bellevue, WA 98005-4091 PH: (425)451-8060 TF: 888-275-6699 FX: (425)990-3343 E-mail: [email protected] URL: http://www.onyx.com Contact: Brent Frei, CEO

Contact: Martin Brauns, Chairman and CEOv Founded: 1995. Staff: 831. Description: OpenDeploy can efficiently deliver content to all corners of a global enterprise, regardless of the network topology. It features live content that’s always accurate and has automated content deployment, in order to reduce costly Web operations expenses. More importantly, it also eliminates time-intensive manual deployments, hand-coding, as well as the complicated synchronization of multiple, geographically dispersed Web sites. With OpenDeploy users can be sure that businesscricial content is safely guarded by security measures that include sender authentication, distribution through firewalls, and data encryption.

❚ 792

OPENEC ACH AGENT Founded: 1994. Description: The Onyx Partner Portal is a Web-based Partner Relationship Management (PRM) solution that empowers a company to effectively collaborate with partners, streamline sales efficiency, gain partner loyalty and ultimately increase mutual profitability. Built to leverage the XML-based Onyx e-Business Engine application server, Onyx Partner Portal works in conjunction with the Onyx Employee Portal to deliver a new security model for sophisticated profile management, lead distribution, and customer service and support to enable users to recruit, manage, and monitor all aspects of partner relationships.

❚ 790

OPEN ADSTREAM REAL MEDIA INC.

260 5th Ave., 4th Fl. New York, NY 10001 PH: (212)231-7100 TF: 877-247-2477 E-mail: [email protected] URL: http://www.realmedia.com Founded: 1995. Description: Open AdStream is an independent ad serving technology, designed to offer advanced ad targeting, delivery and reporting in the industry, while allowing for complete retention of control over visitor and customer data. Designed for Web sites wanting a highlyscalable and reliable Internet advertising software solution, Open AdStream allows for control of individual ad deliveries, generate detailed reports and maximization of ad placement across the entire Web site(s).

❚ 791

OPENDEPLOY CONTENT DISTRIBUTION INTERWOVEN INC.

803 11th Ave. Sunnyvale, CA 94089 PH: (408)774-2000 TF: 888-468-3796 FX: (408)774-2002 E-mail: [email protected] URL: http://www.interwoven.com

SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC ACH Agent provides the ability to manage Automated Clearing House financial transactions between businesses, financial institutions and the Federal ACH network. The features of this agent include: transaction warehousing, multi-account capability for offset, return item charge back and billing entries, delayed debit and credit offset release, calculation and generation of transaction fees by type of entry, including standard entry class, return item, rejected item, return item matching, and much more.

❚ 793

OPENEC AGENT SOFTWARE DEVELOPMENT KIT (ASDK) SOFTCARE EC INC.’S

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC Agent Software Development Kit (ASDK). The ASDK is a base agent template which is loadable into Borland’s JBuilder. JBuilder is a comprehensive visual development environment for building applications, applets, JSP/Servlets, JavaBeans, Enterprise JavaBeans and distributed J2EE applications for the Java 2 Platform. The OpenEC Intelligence Agency provides a centralized approach to Agent management which includes the following features: registers all Agents and their tasks /

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URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO

❚ 794

Founded: 1989. Description: OpenEC Document Management Agent provides a web based interface to display the status of documents transferred. This agent allows users a simple and intuitive method to track and manage documents transferred to and from OpenEC.

OPENEC CATALOGUE MANAGEMENT AGENT SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO

❚ 797

OPENEC EDI AGENT SOFTCARE EC INC’S.

Founded: 1989. Description: OpenEC Catalogue Management Agent manages the process to allow multiple vendors to update/create item cataloges which are presented to application front ends for display. The features of this agent include: multiple suppliers and internal staff are able to manage the product cataloge based on their security privileges, update of the cataloge can be via standard EDI transactions, XML, Comma separated file or using a simple web based form, complete management of effective and expiry dates on products, and complete draft and production cataloge management.

❚ 795

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC EDI Agent manages the controls and execution of the TradeLink EDI Management System. TradeLink has the following features: allows for the set up trading partner specific interconnected routines to deal with challenging requirements of trading partners, provides for true unattended operations with its use of exception notification and data management, extensive routing capabilities for extensive sorting and manipulation of data, automatic creation of EDI trading partners, document profiles and maps, and much more.


functions and defines a method to execute Agents along with any necessary parameters.

OPENEC COMMUNICATION AGENT SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO

❚ 798

OPENEC FAX AGENT SOFTCARE EC INC’S.

Founded: 1989. Description: OpenEC Communication Agent executes the transmission of business information. Features include: support communications protocols of various form such asynchronous and/or bisynchronous protocols, Internet’s protocol of TCP/IP is supported through the FTP, Secure FTP and Secure HTTP data exchange mechanisms, and it can be integrated with Microsoft Exchange and other mailboxes as a store and forward mechanism.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC Fax Agent provides the ability to create and manage the transmission of faxes. The features of this agent include: complete audit and management of all fax transmissions to trading partners and a reduced effort and cost to fax business documents to trading partners.

❚ 796

OPENEC DOCUMENT MANAGEMENT AGENT

❚ 799


OPENEC FEDI AGENT

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected]


107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056

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E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC FEDI Agent provides the ability to receive FEDI transactions and decompose them into EDI and ACH documents. The features include: provides Multi-bank processing which allows financial institutions to segregate and process EDI remittance information by transit and routing (R/T) number, ability to receive EDI activity for one or more account numbers and bill the activity to a different account analysis number, automated set-up and reporting of new Trading Partners ensures EDI activity received from new Trading Partners is included in the EDI corporate subscriber’s translated output, billing information can be produced on a daily, monthly or ad hoc basis at numerous summary and detail levels, and much more.

❚ 800

❚ 802

OPENEC SELLING AGENT SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC Selling Agent provides a simple web based interface to receive orders and create invoices based on the order. The features of this agent include: web-based P.O. receipt/printing for medium to small sized buyers using new or previous orders, web based creation of Invoices using the received P.O. as the template, web based tracking/management of P.O. and invoices, centralized purchasing management, analysis, and control, historical document tracking, and consolidation of multi-supplier catalogues into a consistent view for the user.

OPENEC MAIL AGENT SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC Mail Agent provides the ability to send and receive business information to Microsoft Exchange and UNIX Mail. Mailboxing is user defined and utilizes standard SMTP and POP-3 protocols.

❚ 803

OPENEC XML AGENT SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC XML Agent executes the DTD translation of XML through the OpenEC XML.

❚ 801

OPENEC PURCHASE AGENT SOFTCARE EC INC’S.

107-980 W 1st St. N Vancouver, BC, Canada V7P3N4 PH: (604)983-8083 TF: 888-763-8227 FX: (604)983-8056 E-mail: [email protected] URL: http://www.softcare.com Contact: Martyn Armstrong, President and CEO Founded: 1989. Description: OpenEC Purchase Agent provides a simple intuitive user interface to create a P.O. The features of this agent include: web-based P.O. creation for medium to small sized buyers using new or previous orders, web based review/printing of invoices, web based tracking/ management of P.O. and invoices, centralized purchasing management, analysis and control, historical document tracking, and consolidation of multi-supplier catalogues into a consistent view for the user.

❚ 804

ORACLE COLLECTIONS ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle Collections is designed for collections agents and managers, account managers, and revenue management personnel responsible for resolving delinquencies and recovering outstanding debt from customers. Oracle Collections allows users to identify delinquent customers and employ proactive contact methods to obtain payment.It featrues detailed call and payment histories, automated customer scoring and dunning processes, and streamlined payment processing.

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❚ 808

ORACLE CUSTOMERS ONLINE

ORACLE EXCHANGE MARKETPLACE

ORACLE CORP.

ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO


Founded: 1977. Staff: 43000. Description: Oracle Customers Online (OCO) delivers a consolidated, complete view of customer information to all employees. By centralizing all aspects of customer information, OCO results in higher productivity, increased customer satisfaction, and insight into customers and their needs.Oracle Customers Online provides a 360 degree view of transactional customer data, including campaigns, events, leads, opportunities, quotes, orders, invoices, installed base, service requests, and more.

Founded: 1977. Staff: 43000. Description: Oracle Exchange Marketplace is a platform for companies to create global, online marketplaces. The variety of supported transactions range from complex auctions for configured production goods to purchases of frequently used items. Oracle Exchange Marketplaces enable trading partners to collaborate in real-time to deliver low cost, higher quality products and services to the market faster and more efficiently.

❚ 809

ORACLE IPAYMENT ORACLE CORP.


❚ 806

ORACLE E-BUSINESS SUITE ORACLE CORP.



❚ 805

Founded: 1977. Staff: 43000. Description: Oracle iPayment provides merchants with electronic payment options so that they may quickly and easily add, remove, or reconfigure payment methods, or change business rules associated with payment processing.

Founded: 1977. Staff: 43000. Description: Oracle E-Business Suite is a set of applications engineered to work together to enable companies to efficiently manage customer processes, manufacture products, execute marketing campaigns, ship orders, collect payments and more.

❚ 810

ORACLE IPROCUREMENT ORACLE CORP.


❚ 807

ORACLE EMAIL CENTER ORACLE CORP.


Founded: 1977. Staff: 43000. Description: Oracle iProcurement provides self-service requisitioning capability with a web shopping interface. It is a component of the complete Internet based procure-to-pay solution that helps employees process requisitions, purchase orders, RFQs, quotations, and receipts quickly and efficiently.

Founded: 1977. Staff: 43000. Description: Oracle eMail Center is an email solution with a set of features to increase customer satisfaction and decrease agent response time and cost. Oracle eMail Center delivers: centralized customer interaction history, routing and queuing for customer retention, and prewritten suggested responses for reduced costs and fewer agent mistakes.

❚ 811

ORACLE ISTORE ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000

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TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle iStore allows merchants to build, deploy, manage and personalize Internet storefronts. iStore offers the flexibility to accept multiple payment types such as credit cards, purchase orders and invoices.

❚ 812

ORACLE ISUPPLIER PORTAL ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle iSupplier Portal gives suppliers complete visibility into the procure-to-pay process. Suppliers can perform common business functions, include reviewing purchase agreements, tracking inventory balances, and verifying receipts. The system delivers the benefits of a self-service model throughout the supply chain by providing vendors direct and secure access to systems.

Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Marketing Intelligence helps the marketer measure various aspects of marketing effectiveness. Over 200 pre-configured reports deliver metrics on Key Performance Indicators: campaign performance, budget spend, expense trends, among others. Campaign performance tracking in near real-time gives marketers the power to continually adjust campaigns to optimally use limited resources.

❚ 815

ORACLE MARKETING ONLINE ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle Marketing Online automates the entire marketing process from campaign planning, budgeting, collateral management, list creation, campaign execution to analysis.

❚ 816

ORACLE PARTNERS ONLINE ORACLE CORP.

❚ 813

ORACLE ISUPPORT ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle iSupport is a customer facing service portal that allows users to receive self service and assisted service over the internet. Oracle iSupport provides a secure, personalized experience for a wide range of self-service functions, enabling service organizations to minimize the total cost of customer support and call center operations.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle Partners Online is the entry point for Partner Relationship Management (PRM) services across the pre-sales, sales and postsales inter-company processes for companies and their partners. These services include partner profiling and opportunity matching for the vendor, and online access to latest product collateral as well as sales and service support for the partners.

❚ 817

❚ 814

ORACLE PURCHASING

ORACLE MARKETING INTELLIGENCE

ORACLE CORP.

ORACLE CORP.


500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com

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cost of sourcing products and services.Oracle Sourcing is a cross-functional enterprise solution that helps companies identify savings and supplier improvement opportunities and simplifies the negotiation of supplier contracts.

❚ 821

ORACLE TRADE MANAGEMENT ORACLE CORP.

❚ 818


ORACLE PURCHASING INTELLIGENCE ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle Purchasing Intelligence enables organizations to analyze spending across the enterprise and help identify savings opportunities.Purchasing Intelligence is a web based analysis and reporting tool for procurement professionals to help them deliver spend performance to their organization.

Founded: 1977. Staff: 43000. Description: Oracle Trade Management software helps companies with complex B2B trading relationships plan, organize, allocate, implement, track and evaluate marketing and sales trade promotions, claims and budgets.

❚ 822


Founded: 1977. Staff: 43000. Description: Oracle Purchasing is a component of the Internet-based procure-to-pay solution that helps to process requisitions, purchase orders, RFQs, quotations, and receipts efficiently. The automation and simplification of routine transactions enables the user to focus purchasing department resources on strategic tasks such as effective contract negotiations, strategic sourcing, and value added analyses.

ORACLE9I DATABASE ORACLE CORP.


❚ 819

ORACLE SALES ONLINE ORACLE CORP.

500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle Sales Online controls field sales costs by providing field sales representatives and sales executives with the right tools to increase sales revenue and profitability.It features comprehensive sales and customer information, sales forecasting, and it is designed for sales organizations.

Founded: 1977. Staff: 43000. Description: Oracle9i Database provides a complete, integrated analytics and data warehousing infrastructure. Oracle9i Database’s Extraction, Transformation and Load (ETL) features make it easier to integrate data from many different sources. Data warehousing features enable to store and access massive volumes of data with high performance. Advanced OnLine Analytical Processing (OLAP) and data mining functionality help to detect trends and make predictions.

❚ 823

❚ 820

ORACLE9IAS PORTAL

ORACLE SOURCING

ORACLE CORP.

ORACLE CORP.


500 Oracle Pkwy. Redwood Shores, CA 94065 PH: (650)506-7000 TF: 800-633-0586 E-mail: [email protected] URL: http://www.oracle.com Contact: Lawrence J. Ellison, Chairman and CEO Founded: 1977. Staff: 43000. Description: Oracle Sourcing is an Internet-based analysis and collaboration solution that manages complex supplier negotiations and reduces the

Founded: 1977. Staff: 43000. Description: Oracle9iAS Portal is a browser-based environment for building and deploying personalized e-business portals. Oracle9i Application Server Portal (Oracle9iAS Portal) is a complete solution

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Contact: Robert Dutkowsky, President, CEO, and Chairman

for building, deploying, and maintaining self-service, integrated enterprise portals. It combines an extensible framework for standardized application access with a set of selfservice tools for customizing the portal experience, publishing and managing information, and accessing dynamic data. Oracle9iAS Portal connects employees, partners, and suppliers with the information they need and allows them to tailor their portal view to the way they work. Using Oracle9iAS Portal, organizations are able to expose applications to users and provide easy access to business critical information in a standard format, while allowing new applications and data sources to be added as required.

Founded: 1977. Description: Order Management enables the user to streamline order processing and maintain visibility and control of order tracking throughout the order life cycle. Complex, overlapping pricing scenarios can be managed, and intricate product and order configurations can be smoothly handled. In addition, J.D. Edwards Order Management provides automated management of contract agreements to help ensure successful trading relationships with business partners.

❚ 824

❚ 827

ORDER MANAGEMENT

ORDER MANAGEMENT SUITE

PEOPLESOFT




Founded: 1985. Staff: 8000. Description: PeopleSoft Order Management offers visibility into system-wide product availability-from current inventory levels to order status information. Synchronize orders with product availability in real time, no matter where the orders are coming from-field sales, the web, email, call centers, EDI, or fax. Maximizes customer satisfaction through cutting-edge order management.

❚ 825

Founded: 1998. Description: The Comergent Order Management suite provides end-to-end management of all key processes in the ordering lifecycle. It has order capture from any touch-point, order broker into multiple disparate backend systems, order care such as post-order service and collaboration, and order visibility, providing a single interface into all order information and activities for customers, customer service representatives, and sales representatives.

ORDER MANAGEMENT

❚ 828

INTERWORLD CORP.

ORDER MANAGEMENT SYSTEM


NEXTERNAL

Founded: 1995. Staff: 350. Description: InterWorld’s Order Management application provides the user with the ability to configure the order process to reflect the unique nature of the customer, partner or channel relationships. InterWorld’s Order Management application provides features, such as saved requisitions, express quote, express buy and express order, that enable rapid online order processing.

785 Grand Ave. Carlsbad, CA 92008 PH: (760)730-9015 TF: 800-914-6161 FX: (760)730-9031 E-mail: [email protected] URL: http://www.nexternal.com Description: Nexternal’s Order Management System is a system where clients use a web browser to process orders, maintain product catalogs, set prices and discounts, and more. Clients can access and create customer lists, track sales figures and inventory, and even run online promotions by issuing eCoupons and generating bulk emails to online customers. The system is also well equipped to handle orders by more traditional means such as phone, mail, and fax.

❚ 826

ORDER MANAGEMENT J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com

❚ 829

ORDER MANAGER ACTINIC SOFTWARE LTD

Locke King House 2 Balfour Rd. Weybridge KT138HD, United Kingdom

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FX: (847)673-5664 E-mail: [email protected] URL: http://www.frinc.com

Founded: 1996. Description: Order Manager is a self-contained order download and fulfilment application for merchants who wish to control their own order processing, but prefer to leave the site maintenance with the designer.

Founded: 1994. Description: OrderChannel is an ordermanagement software.It is designed for medium-to-large companies and built specifically for the demands of b2b applications. It integrates smoothly with existing operations by creating order centers that link directly to databases and key business systems such as order processing, customer support, accounting and shipment-tracking logistics.

❚ 830

ORDER MANAGER CLICK COMMERCE, INC.

❚ 833


OUTSIDE IN TECHNOLOGY STELLENT, INC.

Founded: 1996. Staff: 200. Description: Order Manager enables channel partners and customers to place, track and manage orders online, creating a personalized buying experience that is available 24/7. Order Manager provides accurate personalized product pricing and availability information that cuts cycle times, errors and support costs. By empowering the channel partners to track orders at their convenience, in real time, from anywhere in the world, Order Manager raises customer satisfaction, while reducing administrative costs.

❚ 831

ORDER MONITOR VIEWLOCITY INC.


ORDERCHANNEL FRI TECHNOLOGIES

6677 N Lincoln Ave., Ste. 310 Lincolnwood, IL 60712 PH: (847)673-5650

Founded: 1996. Staff: 486. Description: The Outside In technologies enable software developers to embed file viewing and file conversion functionality into their applications. Outside In’s flexible application programming interface supports customization of the technology to meet the exact needs of each application. The Outside In architecture has the breadth of functionality and performance capabilities demanded by enterprise-grade applications. Outside In Viewer technologies consist of four products: Outside In Technology for serverDESktop environments, Outside In Content Access, Outside In Viewer Technology for Mobile Devices, and Quick View Plus for Windows CE. Outside In Conversion technologies consist of four products: Outside In Wireless Attachment Server, Outside In HTML Export, Outside In Wireless Export and Outside In XML Export.

❚ 834

PANDELL LIQUID INTELLIGENCE PORTAL SERIES

Founded: 1999. Description: The Order Monitor is a webbased component for capturing and viewing events and exceptions in the life cycle of an order, through the extended supply chain. The real-time discovery of impending order problems and the relationship between the orders, items on order, and shipments containing orders provides fundamental value to organizations performing component assembly or the delivery of finished goods.

❚ 832

7777 Golden Triangle Dr. Eden Prairie, MN 55344 PH: (952)903-2000 TF: 800-989-8774 FX: (952)829-5424 URL: http://www.stellent.com Contact: Vern Hanzlik, President and Cheif Exectutive Officer


PH: 44 0 845 129 4888 FX: 44 0 1932 871001 E-mail: [email protected] URL: http://www.actinic.com

PANDELL TECHNOLOGY CORP.

2526 Battleford Ave. SW, Ste. 215, Bldg. B8 Calgary, AB, Canada T3E7J4 PH: (403)271-0701 FX: (403)217-0730 E-mail: [email protected] URL: http://www.pandell.com Contact: Greg Chudiak, PE, President and CEO Founded: 1997. Description: This enterprise business solution acts as the nucleus for the retrieval of information needed to carry out business decisions effectively, regardless of time, place or platform. The Pandell Liquid Intelligenceportal series product is comprised of an integrated suite of modules including: an information portal, web content management, corporate E-Procurement, work flow process, and employee self-service.

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❚ 835

PANDELL LIQUID INTELLIGENCE MARKETPLACE SERIES

information from any ODBC database. There are no commands or complicated procedures to learn and information can be presented in either tabular or graphical formats.

PANDELL TECHNOLOGY CORP.

2526 Battleford Ave. SW, Ste. 215, Bldg. B8 Calgary, AB, Canada T3E7J4 PH: (403)271-0701 FX: (403)217-0730 E-mail: [email protected] URL: http://www.pandell.com Contact: Greg Chudiak, PE, President and CEO Founded: 1997. Description: The Pandell Liquid Intelligence-marketplace series provides a group of industry partners with a marketplace focused on expanding participants revenue sources and streamlining efficiencies. A consortium of business partners within a supply chain or industry can share their technology investment and product catalog information. The Pandell Liquid Intelligence-marketplace series can be readily integrated with back-end operational systems.

❚ 836

PANDELL LIQUID INTELLIGENCE COMMERCE SERIES PANDELL TECHNOLOGY CORP.

2526 Battleford Ave. SW, Ste. 215, Bldg. B8 Calgary, AB, Canada T3E7J4 PH: (403)271-0701 FX: (403)217-0730 E-mail: [email protected] URL: http://www.pandell.com Contact: Greg Chudiak, PE, President and CEO Founded: 1997. Description: The Pandell Liquid Intelligence-commerce series is one that gives the organization a comprehensive approach to online business-to-customer marketing and selling. The set of management tools allows the employee to respond quickly and decisively to market conditions. The Pandell Liquid Intelligence-commerce series can be tailor-fit to address the specific requirements unique to an industry and business customer.

❚ 837

PANORAMA STAY IN FRONT, INC.

107 Little Falls Rd. Fairfield, NJ 07004-2105 PH: (973)461-4800 TF: 800-422-4520 FX: (973)461-4801 E-mail: [email protected] URL: http://www.stayinfront.com Contact: Thomas R Buckley, CEO

❚ 838

PARTICIPANT MANAGEMENT YANTRA CORP.

1 Park W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872 FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com Founded: 1995. Staff: 200. Description: Participant Management recognizes that in any market environment there are multiple organizations participating in the market that perform certain roles in the completion of commerce transactions. Participation Management allows for the definition of one or multiple roles that organization’s play within a hub environment and the definition of the business elements required to support collaborative processes between different participants. Participant Management also defines how and what resources and data are available to the different participating organizations based on their roles and their communication preferences by business document.

❚ 839

PARTNER RELATIONSHIP MANAGEMENT J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: Partner Relationship Management is meant to help an organization with: increased effectiveness of a channel, reduced confusion about customer ownership and engagement, create stronger channel loyalties, and improve internal and external communication. Partners can easily receive leads and access other critical information on products, services, and prices using Partner Relationship Management. Because it is Web-based, one change is instantly available worldwide to all partners. In addition, the manufacturer, or upstream company, can do a roll-up of all channel partner pipelines and feed this into forecasting algorithms that optimize inventory levels to meet those forecasts.

❚ 840

Description: Panorama is a data analysis and decision support tool specifically designed for non-technical users. Panorama can be delivered as a Windows(R) application or through a browser, via the Web. Through the use of intuitive Drag, Drop and Drill technology, Panorama can be used to quickly and easily analyze sales, marketing and financial

PARTNER RELATIONSHIP MANAGEMENT SUITE COMERGENT TECHNOLOGIES INC.

1201 Radio Rd. Redwood City, CA 94065 PH: (650)232-5999

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TF: 800-380-7638 URL: http://www.peoplesoft.com Contact: Craig A. Conway, President and CEO

Founded: 1998. Description: The Comergent Partner Relationship Management suite enables enterprises to manage channel relationships, deliver partner support, and drive partner loyalty. This includes managing partner profiles, informing partners with up to date product information, driving business through the channel to assist partners in selling products, and measuring and analyzing partner sales.

Founded: 1985. Staff: 8000. Description: Empower customers and employees to drive more revenue by collaborating across the extended enterprise and improve business performance while reducing costs with PeopleSoft CRM Collaborative Selling. CRM Collaborative Selling supports multiple selling environments including face to face selling, web collaboration and customer self service.

❚ 844

❚ 841

PEOPLESOFT ENTERPRISE PORTAL

PEOPLESOFT ACCELERATED CUSTOMER RELATIONSHIP MANAGEMENT

PEOPLESOFT


PEOPLESOFT

4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000 TF: 800-380-7638 URL: http://www.peoplesoft.com Contact: Craig A. Conway, President and CEO Founded: 1985. Staff: 8000. Description: PeopleSoft Accelerated CRM builds a real-time customer relationship management system. Easily anticipate customer requirements, drive profitability, and strengthen customer loyalty by improving operational efficiencies across all customer access points-sales, marketing, and customer service.

Founded: 1985. Staff: 8000. Description: The PeopleSoft Enterprise Portal platform provides the infrastructure required to create, maintain, and upgrade an enterprise portal. Deploy enterprise-wide access to internet-based applications, knowledge management suites, collaborative services, and marketplace sites, through a common internet browser.


FX: (650)232-6010 E-mail: [email protected] URL: http://www.comergent.com Contact: Jean A. Kovacs, President and CEO

❚ 845

PEOPLESOFT EPROCUREMENT

❚ 842

PEOPLESOFT

PEOPLESOFT ACCELERATED ENTERPRISE SERVICE AUTOMATION


PEOPLESOFT

4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000 TF: 800-380-7638 URL: http://www.peoplesoft.com Contact: Craig A. Conway, President and CEO Founded: 1985. Staff: 8000. Description: PeopleSoft Accelerated Enterprise Service Automation is an internet, integrated, end-to-end solution for managing services (the largest uncontrolled cost for any enterprise) and for maximizing the value from those services. Optimize the entire services process, from services procurement, through project and resource management, to service delivery. Service business processes uniquely cut across human capital and financial management, and procurement.

Founded: 1985. Staff: 8000. Description: PeopleSoft eProcurement is a Web-based electronic procurement application providing a single interface for users across the enterprise to manage all types of MRO goods and services activity. It controls spending and helps to reduce returns by managing organzational spend.

❚ 846

PEOPLESOFT SUPPLIER RELATIONSHIP MANAGEMENT PEOPLESOFT

PEOPLESOFT


4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000

Founded: 1985. Staff: 8000. Description: PeopleSoft Supplier Relationship Management (SRM) provides the tools

❚ 843

PEOPLESOFT CRM COLLABORATIVE SELLING

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needed to connect suppliers in real time, manage all categories of spending, and dramatically improve supplier performance. PeopleSoft SRM extends critical business processes to suppliers while providing a detailed view of supplier capabilities and history. The complete solution enables leveraging of supplier relationships to reduce costs, improve efficiency, and increase visibility in all areas of spending.

URL: http://www.personify.com Contact: Barry Wright, CEO and President Founded: 1996. Staff: 180. Description: The Personify CI Family encompases a line of software products that offer businesses of all types an open, comprehensive platform for transforming behavioral data into actionable customer intelligence. Personify CI distills terabyte-scale data into detailed behavioral profiles.

❚ 847

PERFORMANCE ANALYTICS MANAGEMENT YANTRA CORP.

❚ 850

PERSONIFY SITE ANALYTICS PERSONIFY INC.

1 Park W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872 FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com Founded: 1995. Staff: 200. Description: Performance Analytics Management provides an analytic and performance metrics tool that exposes the data set within Yantra’s applications. This enables users to explore and analyze their distributed order, inventory and catalog data from any angle to quickly identify performance trends and make consistent, coordinated decisions to optimize their extended value chain relationships.

114 Sansome St., Ste. 300 San Francisco, CA 94104 PH: (415)782-2050 TF: 888-277-6348 FX: (415)544-0318 E-mail: [email protected] URL: http://www.personify.com Contact: Barry Wright, CEO and President Founded: 1996. Staff: 180. Description: Personify Site Analytics is an application made specifically for the Personify CI platform that provides a clear view of how people interact with your Web site. Personify Site Analytics delivers key insights into traffic patterns from clickstream sources.

❚ 851

❚ 848

PHP LIVE!

PERFORMANCE ANALYZER

OSI CODES INC.

VIEWLOCITY INC.

11 West 82nd St. New York, NY 10024 TF: 800-840-6004 E-mail: [email protected] URL: http://www.osicodes.com

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO Founded: 1999. Description: The Performance Analyzer contains the reporting and analysis capabilities necessary to measure supply chain effectiveness. The analytic functionality enables organizations and individuals to create online and hardcopy reports with graphics to track key performance indicators against actual data. With Performance Analyzer, users have the ability to identify and quantify exception trends and performance for members of the supply chain.

Founded: 1999. Description: PHP Live! enables live customer support on the company’s website. PHP Live! is completely Web based, runs on the home server and under the home domain! It provides real-time sales and/or customer service support from any computer, anywhere. No extra client software install ation needed. PHP Live! Support enables live customer support on the website. It helps to increase sales, provide personal customer care interaction and take the website to that next level.

❚ 852

PHP TELL OSI CODES INC.

❚ 849

PERSONIFY CI PERSONIFY, INC.

114 Sansome St., Ste. 300 San Francisco, CA 94104 PH: (415)782-2050 TF: 888-277-6348 FX: (415)544-0318 E-mail: [email protected]

11 West 82nd St. New York, NY 10024 TF: 800-840-6004 E-mail: [email protected] URL: http://www.osicodes.com Founded: 1999. Description: PHP Tell is a tool that will drive targeted traffic to a designated website. The best sales lead and traffic is generated by direct peer-to-peer referrals

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❚ 853

PLANNING STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: STS Planning solutions provide corporate and financial plans, expense budgeting, assortment, and store planning. The application allows the user to plan in units, dollars, and currencies, and perform any type of top-down and/or bottom-up planning. Planning can either be easily integrated into STS’s solution or separately into its own system. All plans are analyzed against databases from Merchandising applications for real-time planning, accuracy, and performance.

❚ 854

POCKET ELK STAY IN FRONT, INC.


PORTAL J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412

Founded: 1977. Description: The J.D. Edwards Portal is a secure, flexible gateway to the extended enterprise. The Portal aggregates applications, data, services, and content from internal and external sources. It provides employees, customers, and suppliers alike with a single Web interface from which to access relevant, up-to-date information. The Portal offers: pre-integration to J.D. Edwards solutions including Enterprise Resource Planning, Customer Relationship Management, Business Intelligence, Self-Service, Workforce Management, and third-party applications, customizable content and layout of workspaces, accessibility via Web browser, desktop, laptop, or through a variety of hand-held devices, component building and editing tools, and is 100 percent Java, J2EE architecture.

❚ 856

PORTAL INTEGRATION PACK DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum Portal Integration Pack (PIP) enables fast, easy integration of enterprise content and powerful content management capabilities with market-leading portal applications. Portal vendors, systems integrators, or customer developers can use PIP to develop content-rich applications that give portal users the ability to access and interact with all types of enterprise content.

Description: Pocket Elk is a Customer Relationship Management (CRM) solution designed for mobile business professionals who may not have access to laptop or desktop computers. Pocket Elk may run as a stand-alone solution or as a companion to the Visual Elk system. Pocket Elk makes it easy by providing: quick access to client information from a small form factor device, full integration with Visual Elk laptop and desktop systems, giving an integrated Customer Relationship Management (CRM) system across the organization, signature capture capability for applications such as sample management and order processing, and Pocket Elk runs on any HPC systems supporting Microsoft Windows CE Pro.

❚ 855

URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman


generated by website visitors. Referrals produce excellent sales conversion ratio. Requires only PHP and MySQL. PHP Tell will enable the website to harness visitor traffic into a powerful referral tool. With a click of the mouse, visitors can tell their friends to visit the website.

❚ 857

PORTLETS FOR BEA WEBLOGIC PORTAL DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum Portlets for BEA WebLogic Portal provides a packaged set of Documentum functionality exposed through the BEA WebLogic Portal infrastructure. With these Portlets, BEA WebLogic Portal users can access and interact with all types of enterprise content, including Web pages, documents, and rich media such as audio and video.

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❚ 858

❚ 861

POS XPRESS

PROACTIVE

TRIVERSITY INC.

PERSONIFY INC.


114 Sansome St., Ste. 300 San Francisco, CA 94104 PH: (415)782-2050 TF: 888-277-6348 FX: (415)544-0318 E-mail: [email protected] URL: http://www.personify.com Contact: Barry Wright, CEO and President

Founded: 1990. Description: POS Xpress is a front-end processing application that scales to growing business’ and evolves to encompass changing technology. POS Xpress, an advanced point-of-sale transaction processing application, provides low- to high-volume capabilities.

❚ 859

PRINT SERVICES MODULE

Founded: 1996. Staff: 180. Description: Proactive for Profile Exchange enables advanced e-businesses to define a target population and export the appropriate behavioral profiles for use across all of their e-business initiatives. Proactive for Email gives e-businesses the power to leverage clickstream and off-line data to create focused and relevant email campaigns based on Personify’s rich behavioral profiles. Proactive allows the user to specify a target audience, personalize content, and generate mailing lists.

DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: As a regulatory requirement, companies often must audit the printing of controlled documents. Print Services Module enables this process by allowing them to control the printing of PDF documents by authorized users and recording this information as a way to manage the hardcopy distribution. Some key features are: enables administrators to track every printed copy of a controlled document with enumeration of printed copies and a full auditing of who owns each copy, enforces justification codes where necessary and authenticates print activities, including successful completion or failure, and supports the use of watermarks if present in the controlled document.

❚ 862

PROCUREMENT ANALYSIS J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: J.D. Edwards Procurement Management manages all steps in the procure-to-pay process. The solution helps to quickly and efficiently process requisitions, purchase orders, RFQs, quotations, and receipts. The system automates routine transactions, enabling buyers to focus on the value-added facets of their work, such as effective contract negotiations, strategic sourcing, and value-added analyses. This integrated solution means a buyer is not operating in a vacuum. It allows real-time access to inventory levels, expected deliveries, and projected demand, all of which significantly impact buying decisions.

❚ 860

PRIVATE MARKETPLACE SUITE

❚ 863


PROCUREMENT ANALYSIS


COGNOS CORP.

Founded: 1998. Description: The Comergent Private Marketplace suite provides the platform and applications to assemble business processes, products, services, content, and partners to serve all customer segments. This includes multiparty selling, distributed order management, customer enablement, partner enablement, and platform services.

67 S Bedford St. Burlington, MA 01803-5164 PH: (781)229-6600 TF: 800-426-4667 FX: (781)229-9844 URL: http://www.cognos.com Contact: Ron Zambonini, CEO Founded: 1969. Staff: 2600. Description: The Cognos Procurement Analysis Analytic Application gives users actionable information about procurement activities to better understand what is being purchased, from where, for whom, and for how much. It provides analysis on how reliable the

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❚ 864

PRODUCT CATALOG EXTENDED EDITION CLICK COMMERCE, INC.


FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President Founded: 1995. Staff: 289. Description: Product Collaboration enables communication and collaboration internally and with supplier networks about new or changing product information, resulting in reduced scrap and rework, decreased costs, faster product development, and quicker product changes.

❚ 867

PRODUCT COLLABORATION INTRASPECT

Founded: 1996. Staff: 200. Description: Click Commerce’s Product Catalog Extended Edition, or Product Catalog EE, is designed specifically for complex equipment manufacturers and their distribution and service channel. This high-performance catalog combines the ability to support the requirements of complex equipment products and business logic to exert more control and improve accuracy for all parts-related information. Product Catalog EE’s publishers interface provides easy-to-use drag and drop tools to organize, structure, and import complex parts catalogs, service manuals, and other product information. Catalog users are guided through the process of assembling a structured hierarchical system, associating images and test, then linking information to specific assemblies through the hot spotting publishing tool. Additionally, because the catalog is SQL database independent, it can support large volumes of parts information, as well as export data for use in other systems. Marketplace owners can easily create unique relationships among users, product families, and products in the catalog to cut down on time and increase accuracy.

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200 FX: (650)869-6000 E-mail: [email protected] URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO Founded: 1995. Description: Intraspect Product Collaboration offers R and D, Engineering, Product Development and Product Launch teams dedicated workplaces to design, develop and launch products. The Product Collaboration application includes three process-specific modules for Research and Planning, Product Design and Development, and Product Launch. Each application offers a Collaborative Extranet where employees can work directly with customers, partners, and suppliers as well as an Activity Dashboard where the status of key business activities such as product plans and features can be reviewed.


supplier base is and identify strategic vendors to ensure that a supply source is secure. Key purchasing transactions can be analyzed by vendor, material, buyer, or any other perspective chosen.

❚ 868

❚ 865

PRODUCT DEFINITION MANAGEMENT

PRODUCT CATALOGS SOFTWARE


BIZNIZWEB INC.

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President

25227 Grogan’s Mill Rd., Ste. 225 The Woodlands, TX 77380 PH: (281)367-4016 FX: (281)292-1870 URL: http://www.biznizweb.com Contact: Allen Kintigh, Chairman Founded: 1995. Description: The Product Catalogs Software is a versatile product and service catalog Web publishing system supporting multiple vendors. Professional online product catalogs can be quickly produced without Web design skills. It is also a way for companies to aggregate both their product lines and those of their affiliates.

Founded: 1995. Staff: 289. Description: Product Definition Management enables companies to create, maintain, re-use and share the core information about their products, and makes it instantly available on-line to any member of their extended supply chains.

❚ 866

❚ 869

PRODUCT COLLABORATION

PRODUCTCART


EARLY IMPACT LLC

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900

25108-B Marguerite Pky. PMB, Ste.448 Mission Viejo, CA 92692-2400 E-mail: [email protected]

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URL: http://www.earlyimpact.com Founded: 2001. Description: Product Cart is advanced ASP shopping cart software. Create sophisticated online storefronts that integrate seamlessly with any Web sites. It combines advanced ecommerce features with user-friendly storefront administration. A browser-based ‘‘Control Panel’’ allows for management of every aspect of the online store.

Founded: 1977. Description: J.D. Edwards Project Management solution includes Project Costing, Change Management, Contract and Service Billing, plus real-time integration to other critical applications such as Time Accounting and Subcontract Management.

❚ 873

PROPOSAL MANAGER ❚ 870

CLICK COMMERCE, INC.

PROFILE DIRECT


PERSONIFY INC.

114 Sansome St., Ste. 300 San Francisco, CA 94104 PH: (415)782-2050 TF: 888-277-6348 FX: (415)544-0318 E-mail: [email protected] URL: http://www.personify.com Contact: Barry Wright, CEO and President Founded: 1996. Staff: 180. Description: Profile Direct is an automated, packaged integration that allows businesses to combine Personify CI’s behavioral profiles with e-marketing and CRM systems for closed loop campaign analysis.

❚ 871

PROFILE MANAGER

Founded: 1996. Staff: 200. Description: Proposal Manager enables channel members to build customized proposals and quotations based on company and partner products, pricing, availability and terms. The application optimizes the selling process by influencing margins, close rates and sales decisions throughout the channel. Proposal Manager removes a common barrier to conducting business over the Internet by allowing customers to enjoy fast, cost-effective order placement without sacrificing negotiated contract pricing. It empowers the user to offer contract terms in the private marketplace equivalent to those available to customers that buy by more traditional methods.


4853 Cordell Ave., Penthouse 1, 16th Fl. Bethesda, MD 20814 PH: (301)913-9338 TF: 800-535-5684 FX: (301)913-5452 E-mail: [email protected] URL: http://www.conference.com Contact: Jim Yuko, Vice President Founded: 1982. Description: Profile Manager links member, employee, customer, or prospect data bases to become interactive with conference registration processing. Name records can be imported from the Profile table with a single key stroke into a conference database to register the participant. When implemented online, the Web Edition enables attendees to authenticate themselves through a Login page that is interactive with the names stored in Profile Manager, before gaining access to the online registration form.

❚ 872

❚ 874

PURCHASE ORDER PURCHASING SOFTOLOGY

Churchfield House, 5 The Crescent Cheadle SK81PS, United Kingdom PH: 44 16 1491 5812 FX: 44 16 1491 5813 E-mail: [email protected] URL: http://www.softology.co.uk Description: The Softology POP (Purchase Order Purchasing) system is designed to enable customers to automate a typical Purchase Order process. Using a combination of Missing Link Image Enabling, a document management engine and some specialist capture, index, routing and retrieval technologies, customers can reap enormous return on investment.

PROJECT MANAGEMENT

❚ 875

J.D. EDWARDS

PURCHASING CHAIN SOFTWARE


BEYOND SOLUTIONS INC.

6301 Beach Blvd., Ste. 204 Buena Park, CA 90621 PH: (714)522-7553 FX: (714)522-6102 E-mail: [email protected] URL: http://www.beyondsolutions.com

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Contact: Liz Fetter, President, CEO and Director Founded: 1992. Staff: 1000. Description: QRS Exchange is a suite of hosted and enterprise software, networking and support services that allows companies to successfully manage electronic communication with all types of partners.

❚ 876

QPII GOLD PURCHASING MANAGEMENT SYSTEM

❚ 879

DYNAMIC SOFTWARE INC.

QRS MERCHANDISING

1621 Lake Murray Blvd., Ste. 3 Columbia, SC 29212-8626 PH: (803)407-1018 FX: (803)407-0466 E-mail: [email protected] URL: http://www.dynamic-sw.com

QRS

Founded: 1987. Description: QPII manages all purchasing activities whether on the web or off as well as keeping an Internet or Web-based purchasing history. POs can be issued quickly and with accuracy. QPII reduces paperwork, improves the availability of information and helps purchasing professionals make better decisions.

❚ 877

1400 Marina Way S Richmond, CA 94804 PH: (510)215-5000 TF: 800-872-8255 FX: (510)621-3980 E-mail: [email protected] URL: http://www.qrs.com Contact: Liz Fetter, President, CEO and Director Founded: 1992. Staff: 1000. Description: QRS Merchandising is a software application that provides vendors with the means to prepare, plan and execute merchandising strategies via the Web. This ensures better-matched orders, increased item availability, and better collaboration with retail customers.


Founded: 1997. Description: Purchasing Chain procurement software enables purchasing departments to centralize everything from requisitions to receipt of shipments in one system. There is also a module that helps to manage RFQ’s.

QRS CATALOGUE QRS

❚ 880

1400 Marina Way S Richmond, CA 94804 PH: (510)215-5000 TF: 800-872-8255 FX: (510)621-3980 E-mail: [email protected] URL: http://www.qrs.com Contact: Liz Fetter, President, CEO and Director

QRS SHOWROOM QRS

Founded: 1992. Staff: 1000. Description: QRS Catalogue is a product data synchronization and management application that maximizes efficiencies across the entire process of the retail supply chain. Automating business processes such as item set-up and maintenance, promotional price management and marketing product content management, QRS Catalogue helps customers achieve increased revenue and greater productivity. It supports global standards and the latest technologies that can be adapted to meet companyspecific needs. Creating a centralized single source of information across the entire merchandising process, it’s the key to efficient and profitable business for both vendors and retailers.

1400 Marina Way S Richmond, CA 94804 PH: (510)215-5000 TF: 800-872-8255 FX: (510)621-3980 E-mail: [email protected] URL: http://www.qrs.com Contact: Liz Fetter, President, CEO and Director Founded: 1992. Staff: 1000. Description: QRS Showroom is a Web-based sales and marketing tool for vendors to build assortments for their retailers, enabling vendors to market and sell products all year-round, around the clock.

❚ 881

QRS SOURCING QRS

❚ 878

QRS EXCHANGE QRS

1400 Marina Way S Richmond, CA 94804 PH: (510)215-5000 TF: 800-872-8255 FX: (510)621-3980 E-mail: [email protected] URL: http://www.qrs.com

1400 Marina Way S Richmond, CA 94804 PH: (510)215-5000 TF: 800-872-8255 FX: (510)621-3980 E-mail: [email protected] URL: http://www.qrs.com Contact: Liz Fetter, President, CEO and Director Founded: 1992. Staff: 1000. Description: QRS Sourcing is a set of applications designed to meet the needs of global commerce companies doing business in an extended supply

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chain. It provides flexibility in managing product sourcing on both global and domestic levels.

❚ 882

QUICKLINK MOBILE SMITH MICRO SOFTWARE INC.

51 Columbia Aliso Viejo, CA 92656 PH: (949)362-5800 TF: 800-964-7674 FX: (949)362-2300 E-mail: [email protected] URL: http://www.smithmicro.com Contact: William W. Smith, Jr., President, CEO, Chairman Founded: 1982. Description: QuickLink Mobile allows for the freedom and convenience of wireless Internet connectivity from a notebook computer. Utilizing any Notebook computer, Palm OS device or Pocket PC device with the appropriate mobile data cable, QuickLink Mobile quickly connects to a digital mobile phone. QuickLink Mobile automatically sets up any mobile phone with an easy-to-use wizard program and configures it as simply another dial-up connection.

❚ 883

REAL ESTATE MANAGEMENT J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: Real Estate Management is a highly scalable, Web-based processing engine with functionality that can be used to enhance productivity and promote collaboration between employees, tenants, and owners. From any Web browser, from any location in the world, at any time of day or night, real estate professionals and owners can access mission-critical real estate information in real time from a single database in a centralized environment. Information that has been traditionally trapped behind the four walls of the enterprise or has required massive consolidation is now available any time it is needed.

Contact: Jim Yuko, Vice President Founded: 1982. Description: Registration Manager is the core module in the Event Manager Series. It contains the accounting engine, the report engine ( a run-time version of Crystal Report Writer) with a large graphical report library, a list of standard features, and it integrates directly with the other modules in the suite. The system manages multiple events simultaneously, allowing the user to define unlimited categories and optional activities per event with inventory caps and date sensitive fees. It is able to print badges, tickets, invoices and smart, context sensitive confirmation statements as well as sending email and fax confirmations. The latest Registration Manager retains most of the logic and capabilities that made the previous version successful, while adding the new capabilities, data integrity, and client/server scalability available only in a Windows environment.

❚ 885

RELATIONSHIP MANAGER CLICK COMMERCE, INC.

200 E Randolph St., 49th Fl. Chicago, IL 60601 PH: (312)482-9006 FX: (312)482-8557 E-mail: [email protected] URL: http://www.clickcommerce.com Contact: Michael W., Jr. Ferro, CEO and Chairman Founded: 1996. Staff: 200. Description: Click Commerce’s Relationship Manager is a platform upon which the entire Click Commerce Channel Management Suite operates. The Relationship Manager models the relationships, responsibilities and transactions between each partner within the distribution network, while providing security and advanced personalization for each member. The system’s distributed administration facility delegates this process, allowing the entire network to extend applications access and content to their own customers and partners. The power lies in its layered architecture, which permits complex channel and business-rule modeling; many-to-many relationship representation and management; and scalability to cope with even the most complex distribution systems. As a platform for private e-marketplace, the Relationship Manager empowers the entire channel to do business easily and more intelligently, conferring an immediate competitive advantage over rivals.

❚ 886

❚ 884

RENAISSANCE ECOMMERCE SUITE

REGISTRATION MANAGER

RENAISSANCE SOLUTIONS PTE. LTD.


1226 A S Federal Chicago, IL 60605 PH: (312)360-1772 FX: (312)360-1773 E-mail: [email protected] URL: http://www.rensol.com

4853 Cordell Ave., Penthouse 1, 16th Fl. Bethesda, MD 20814 PH: (301)913-9338 TF: 800-535-5684 FX: (301)913-5452 E-mail: [email protected] URL: http://www.conference.com

Description: The Renaissance eCommerce Suite is a Webbased, customer-driven and enterprise-ready solution that

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Contact: Robert King, Chairman and CEO Founded: 1993. Description: Requisite Supplier Hub users can author e-catalogs quickly and cost-effectively. Suppliers retain control of their catalogs while maintaining control of product differentiation.

❚ 887

RENAISSANCE ESALES SUITE RENAISSANCE SOLUTIONS PTE. LTD.

❚ 890

1226 A S Federal Chicago, IL 60605 PH: (312)360-1772 FX: (312)360-1773 E-mail: [email protected] URL: http://www.rensol.com

RETAIL ECOMMERCE SUITE NETZEE, INC.

Description: The Renaissance eSales Suite is designed to go beyond simple online order taking by guiding customers through complex or considered purchase decisions. The Renaissance eSales Suite thin client architecture scales up to the needs of high-volume eCommerce environments, and to span multiple sales channels. The Renaissance eSales Suite includes an integrated family of applications to guide customers through the purchase process, including: permitting customer requirements and product attributes to be automatically matched based on user profiles, insuring customers are guided to solutions that meet their needs, and the ecatalog automatically delivers critical information, such as product datasheets, product reviews, and competitive notes, directly to customers during the buying process.

6190 Powers Ferry Rd., Powers Ferry Landing E, Ste. 400 Atlanta, GA 30339 TF: 800-722-5821 FX: (770)850-4100 URL: http://www.netzee.com Contact: Donny R. Jackson, CEO Founded: 1999. Staff: 150. Description: Supported by fullservice Website design, Retail eCommerce Suite starts with a branded Portal that helps the institution establish its presence and manage customers. Internet Banking becomes the cornerstone of its online services, while targeted marketing offers a cost-effective way to market both online and offline. The institution can market to active investors of CDs, savings bonds, and money market accounts. The benefits of a Retail eCommerce Suite are: fully branded Web Portal that includes real-time news, weather, and stock quotes, customer convenience with internet banking features, strategic and proactive marketing capabilities with targeted marketing, and a retention tool by enrolling end-users in online bill payment.


provides Global 2000 corporations the ability to offer customers a guided buying experience that results in increased revenue, improved customer satisfaction, and lower cost of sales.

❚ 888

REPORT MANAGER FILENET CORPORATION

❚ 891


REVELATION RIGHTNOW TECHNOLOGIES, INC.

Founded: 1982. Staff: 1800. Description: FileNET’s Panagon Report Manager processes computer print data streams to provide online statement and report management for eBusiness applications that require access to legacy data. This innovative software product allows the institution to electronically store, access, mine and analyze computer-generated reports and forms such as customer statements, claims, billing statements, and payroll histories.

❚ 889

REQUISITE SUPPLIER HUB REQUISITE TECHNOLOGY INC.

10955 Westmoor Dr., Ste. 100 Westminster, CO 80021 PH: (303)474-2200 FX: (303)474-2211 E-mail: [email protected] URL: http://www.requisite.com

40 Enterprise Blvd. Bozeman, MT 59718 PH: (406)522-4200 TF: 877-363-5678 FX: (406)522-4227 URL: http://www.rightnow.com Contact: Greg Gianforte, CEO, Chairman, and Founder Founded: 1997. Staff: 400. Description: Designed around the customer, unique approach to eService leverages our self-learning knowledge base. The Revelation knowledge base is completely integrated across all communication channels resulting in customers and agents accessing information whether they use self-service, submit an email or initiate a live chat session. Capturing and presenting useful, relevant information to both agents and customers across a multichannel eService solution is not an easy task. Comprehensive knowledge management lies at the core of RightNow eService Center with our Revelation self-learning knowledge base. The traditional approach to knowledge management is based on a manually constructed knowledge base built with content a company believes to be relevant, resulting in a resource intensive, brittle, quickly out-of-date knowledge. RightNow’s approach to knowledge management is founded on a self-learning knowledge base that is customer-driven, where customer interactions drive content and structure. Our

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approach is dynamic and automated resulting in relevant, up-to-date information.

to avoid Web site abandonment. This, along with live cobrowsing, ensures agents can immediately interact with customers to help them complete a purchase or answer critical questions.

❚ 892

REWARD MANAGER

❚ 895

STS SYSTEMS

RIGHTNOW LOCATOR


RIGHTNOW TECHNOLOGIES, INC.

Founded: 1972. Description: Reward Manager is geared toward a points-based loyalty program that is fully integrated with an enterprise customer relationship-management system. Retailers can harness all the customer data in order to identify their best customers and reward and stimulate ongoing loyalty.

❚ 893

RIGHTNOW ESERVICE CENTER

40 Enterprise Blvd. Bozeman, MT 59718 PH: (406)522-4200 TF: 877-363-5678 FX: (406)522-4227 URL: http://www.rightnow.com Contact: Greg Gianforte, CEO, Chairman, and Founder Founded: 1997. Staff: 400. Description: By leveraging location-based intelligence, RightNow Locator helps customers immediately find the right location, based on distance, product line, location types or other location specific attributes. The organization can leverage RightNow Locator to: link its virtual presence to real-world locations, improve customer retention and increase revenues, track assets, and improve marketing capabilities.

RIGHTNOW TECHNOLOGIES, INC.

40 Enterprise Blvd. Bozeman, MT 59718 PH: (406)522-4200 TF: 877-363-5678 FX: (406)522-4227 URL: http://www.rightnow.com Contact: Greg Gianforte, CEO, Chairman, and Founder Founded: 1997. Staff: 400. Description: eService Center allows customers, internal or external, to find their own answers and enables the user’s company to provide outstanding customer service with efficiency. While RightNow’s products are intuitive and easy to self-maintain, the company also provides a full range of customization, deployment, and support services. RightNow eService Center integrates with leading sales force automation, call center and marketing automation systems.

❚ 894

RIGHTNOW LIVE RIGHTNOW TECHNOLOGIES, INC.

40 Enterprise Blvd. Bozeman, MT 59718 PH: (406)522-4200 TF: 877-363-5678 FX: (406)522-4227 URL: http://www.rightnow.com Contact: Greg Gianforte, CEO, Chairman, and Founder

❚ 896

RIGHTNOW METRICS RIGHTNOW TECHNOLOGIES, INC.

40 Enterprise Blvd. Bozeman, MT 59718 PH: (406)522-4200 TF: 877-363-5678 FX: (406)522-4227 URL: http://www.rightnow.com Contact: Greg Gianforte, CEO, Chairman, and Founder Founded: 1997. Staff: 400. Description: This Web-based application instantly surveys Web visitors on everything from service satisfaction to new product design. RightNow Metrics, a survey module, gathers vital feedback from customers regarding products and services. With its intuitive and integrated help function, surveys are simple to generate and easy to distribute, either email or Web-based. The RightNow Metrics module offers advanced functionality through expanded distribution options such as On-demand and HTML surveys, Web survey link and custom mailing lists. As well as complete survey-tracking administration including survey workflow notification and response scoring.

❚ 897

RISK MANAGEMENT SOLUTIONS CYBERSOURCE CORP.

Founded: 1997. Staff: 400. Description: RightNow Live enables a company to deliver superior live interaction to online customers by allowing customers to interact directly with an agent simply by requesting a chat session via the Web site. RightNow Live provides agents the ability to push Web pages to guide customers to the answers they need

1295 Charleston Rd. Mountain View, CA 94043 PH: (650)965-6000 TF: 888-330-2300 FX: (650)625-9145 URL: http://www.cybersource.com

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SALES CENTER Founded: 1994. Description: Risk Management Solutions provides solutions that help achieve total operating efficiency for web, call center, and IVR sales operations. With CyberSource users can: convert more valid orders, automatically increase sales conversion and revenue, minimize product loss and chargebacks, decrease the number of fraudulent orders, lower customer service and manual review costs, decrease valid order rejection, minimize need for review, streamline business processes, centrally control business process rules without technical programming, and automate case management.

❚ 898

SALES ANALYSIS COGNOS CORP.


NETVENDOR INC.

3525 Piedmont Rd., NE, Bldg. 6, Ste. 700 Atlanta, GA 30305 PH: (404)836-7836 TF: 800-953-7836 FX: (404)836-6680 E-mail: [email protected] URL: http://www.netvendor.com Contact: Sean McCloskey, President and CEO Founded: 1996. Description: Sales Center component complements the Collaborative Workspace with Catalog capabilities that streamline the interactive selling activities related to custom products. The benefits achieved are improved customer relationships, faster time-to-market and reduced cost of sales. Sales Center’s attribute-driven Catalog allows customers to access detailed product information and documentation, including technical drawings, 24 hours a day. This online catalog optimizes the presentation and management of key product information, giving customers one point of contact to find what they need to make buying decisions. By leveraging Collaborative Workspace, customers can submit custom requirements and change requests online directly from the catalog, improving customer satisfaction and freeing sales and service reps to spend more time selling.

Founded: 1969. Staff: 2600. Description: The Cognos Sales Analysis Analytic Application gives actionable information about sales function. An organization can understand what products are being sold, into which regions, by whom, and for how much, and it analyzes customer buying patterns, needs, and levels of satisfaction. It can further analyze any measurement by region, channel, sales rep, order type, product to see how it’s trending over time.

❚ 901

❚ 899

Founded: 1983. Staff: 3550. Description: IFS Sales Configurator guides the seller and customer smoothly and conveniently through the selection of products, product variations and accessories. Configurations are built incrementally, either via a series of questions that define the customer’s requirements or by using drag-and-drop techniques, in which the available options are put together bit by bit to form the desired product.

SALES ANALYSIS ADVANTAGE COMPUTING SYSTEMS, INC.

3850 Ranchero Dr. Ann Arbor, MI 48108 PH: (734)327-3600 FX: (734)327-3620 E-mail: [email protected] URL: http://www.advantagecs.com Founded: 1979. Description: Sales Analysis has the capability to track, analyze and report on sales performance and history. Statistical information is summarized for each sales transaction and then the data can be selected and sorted in a multitude of ways for analysis. Reports may be viewed on-line, printed in hard copy form, or integrated almost instantly into PC spreadsheets for further analysis. Advantage also contains the ability to perform RFM analysis, assigning each customer a score indicating their recency of purchase, frequency of purchase and the monetary total of their purchases.


❚ 900

Contact: William S. McKiernan, Chairman and CEO

SALES CONFIGURATOR IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB


❚ 902

SALES FORCE AND MARKETING AUTOMATION J.D. EDWARDS


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Founded: 1977. Description: Sales Force and Marketing Automation will help a company target and attract the right people while supporting the sales force throughout the sales process. The sales force can be more effective by simplifying complex sales processes and automating routine tasks. Sales Force and Marketing Automation module provides an endto-end solution from lead generation to sales order processing and every step in between.

❚ 905

❚ 903

Founded: 1995. Description: SAMARTH helps in establishing trading partner agreement between two partners wherein various communication and envelope parameters, which do not form part of the business message, are specified. It is also used for deploying and maintaining B2B implementation remotely which is a feature unique to this product.

SALES AND MARKETING PORTAL INTRASPECT

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200 FX: (650)869-6000 E-mail: [email protected] URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO

SAMARTH ABO SOFTWARE PRIVATE LIMITED

B-102, Gulmohar Pk. New Delhi 110049, India PH: 91 11 6512822 FX: 91 11 6518873 E-mail: [email protected] URL: http://www.abosoftware.com Contact: Ajay K. Sanghi, Managing Director

❚ 906

SAP TRAVEL MANAGEMENT Founded: 1995. Description: By using Sales and Marketing Portals, a companies field sales force will be able to get timely product and services information. Sales people are very mobile, often under time pressure and managing multiple opportunities at the same time. Sales and Marketing Portals aggregate content into a single workplace in order to increase the amount and speed that up to date information can be accessed. The benefits of collaborative Sales and Marketing Portal are: Sales managers are more productive because they can reuse best practices, presentations, and contracts more efficiently, cross-functional communities of expertise are created where ideas can be shared and discussed, feedback from the sales teams is immediately shared with other sales teams and directly marketing, and engagement spaces are created around specific strategic opportunities and information to be cross-linked as needed.

❚ 904

SALESPERFORMER CONFIGURATOR FIREPOND, INC.

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO Founded: 1983. Description: The SalesPerformer Configurator is a sales configuration engine that identifies customer needs, recommends products, quickly creates detailed orders, and applies variant pricing. This engine allows salespeople and customers to rapidly assemble product solutions and customize them by instantly and interactively applying product and option rules, constraints and relationships. It models and applies complex pricing scenarios, promotions and discounts. Most importantly, one Configurator and set of data can drive one or multiple selling channels.

E-TRAVEL INC.

1000 Winter St., Ste. 4200 Waltham, MA 02451 PH: (781)622-5905 TF: 800-343-5228 URL: http://www.e-travel.com Contact: Ian Wheeler, Managing Director Founded: 2001. Staff: 300. Description: SAP Travel Management allows organizations to easily integrate travel solutions into a company’s existing expense reporting and scheduling systems. For users of SAP R/3, e-Travel integrates travel booking with policy control, within a company’s existing ERP infrastructure, providing integration and comprehensive expense management. SAP Travel Management links the employee, the travel agent, the travel manager and the finance officer in one smooth continuous workflow.

❚ 907

SAQQARA COMMERCESUITE SAQQARA SYSTEMS INC.

2833 Junction Ave. San Jose, CA 95134 PH: (408)325-8200 TF: 877-964-0100 FX: (408)738-8345 E-mail: [email protected] URL: http://www.saqqara.com Contact: Bradley Albright, President and CEO Founded: 1995. Staff: 120. Description: Built on an open web services architecture, CommerceSuite offers a collaborative environment for authoring and publishing of online catalogs, giving customers and channel partners fast, accurate access to product information. CommerceSuite enables to develop content, dynamically publish and distribute catalogs, support sales and marketing initiatives with guided selling and analysis, and facilitate ongoing maintenance of product information.

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❚ 911

SAQQARA CONTENTWORKS

SAS/CONNECT

SAQQARA SYSTEMS INC.

SAS INSTITUTE INC.

2833 Junction Ave. San Jose, CA 95134 PH: (408)325-8200 TF: 877-964-0100 FX: (408)738-8345 E-mail: [email protected] URL: http://www.saqqara.com Contact: Bradley Albright, President and CEO

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President

Founded: 1995. Staff: 120. Description: SAQQARA ContentWorks offers a comprehensive environment for creating, managing, and preparing product information for publication to customers and partners. Based on an open, Web-based architecture and using a central product repository, ContentWorks simplifies the cleansing and aggregation of strategic product data. Key features include powerful acquisition and transformation capabilities, auto-classification system, flexible editing and management tools, and comprehensive administration capabilities.

❚ 909

SARAL ABO SOFTWARE PRIVATE LIMITED


Founded: 1976. Description: SAS/CONNECT provides the essential tools for sharing data, applications and applications intelligence across multiple computing environments. It actually gives the user control over where and how to execute each part of an application. It works by using 3 main applications. The first is enterprise data access which provides transparent access to enterprise-wide data in virtually any format or location. Local clients can simultaneously connect to multiple data sources on different platforms and can combine diverse data sources from different platforms. Data can be extracted for local processing or accessed interactively on a remote platform. The second is applications partitioning. Remote Computing Services provide dynamic relocation of applications logic so applications developed on one system can be moved easily or even divided for execution on multiple systems. The third is peer-to-peer communications. Program-to-program communications on all platforms let PCs, workstations and mainframes act as clients and servers, removing the hierarchical distinction between desktop and host computing resources.


❚ 908

❚ 912

SAS/INSIGHT SAS INSTITUTE INC.

Founded: 1995. Description: SARAL seamlessly integrates with the business application and helps in exchanging live messages in standard Electronic Data Interchange (EDI) formats like X12 and EDIFACT, proprietary file formats and XML. No programming is necessary for integrating it with the Business Application.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: SAS/INSIGHT software, a component of the SAS System, is a tool for exploring and analyzing data. With it users can examine univariate distributions, visualize multivariate data, and fit models using regression, analysis of variance, and the generalized linear model. With SAS/INSIGHT software, all graphs and analyses are dynamic and all graphs and analyses are linked. Also, linked graphs and analyses make it easy to find patterns in data. Once a pattern is spotted, powerful modeling facilities enable users to quickly build models and analyze relationships.

❚ 910

SARTHI ABO SOFTWARE PRIVATE LIMITED


❚ 913

Founded: 1995. Description: SARTHI is a sophisticated product used for creating the layout of business application message and mapping it to a format agreed with the trading partner. It is also used for simulating B2B implementation which is a feature unique to this product.

SAS INTELLIVISOR SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000

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TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President

view that serves as the foundation for all marketing initiatives.

Founded: 1976. Description: IntelliVisor turns data into knowledge. Users send retail data through a secure data warehouse and IntelliVisor will return a strategy that lets channel profitability be maximized, a new understanding of customer behavior be gained, and align immediately with any changes in that behavior. There is no software installation are prerequisite hardware requried with this application.

SAS/MDDB

❚ 916 SAS INSTITUTE INC.


❚ 914

SAS/INTRNET SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: SAS/IntrNet integrates the SAS System and the World Wide Web. It extends the power of SAS to desktops worldwide, allowing users to: cut development costs by applying a standard application framework, reduce client-side software and maintenance, direct users to reports and applications, reducing the time spent answering questions, and protect data by building and deploying secure applications. SAS/IntrNet provides both Common Gateway Interface (CGI) and Java technologies for building Web applications and data and compute services that allow users to access and execute remote SAS programs and perform sophisticated analysis and decision support. Users can share reports with anyone inside or outside the organization through a Web browser, and application developers can streamline software maintenance and distribution.

❚ 915

SAS MARKETING AUTOMATION SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: By integrating SAS’ customer analytics with campaign management technology, SAS Marketing Automation provides everything needed to create marketing campaigns which are faster, smarter, and more profitable. SAS Marketing Automation transforms multichannel customer data into a single, comprehensive customer

Founded: 1976. Description: SAS/MDDB provides OLAP capabilities within an integrated data warehouse environment. SAS/MDDB is a multidimensional analysis technique that allows users to explore and report on data from limitless perspectives. The result is that response time is quick to changing markets and it is easy to rapidly identify new strategic directions and eliminate inefficiencies.

❚ 917

SAS/SECURE SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: SAS/SECURE software provides encryption services to increase the security of transmissions across a network. It makes use of the cryptographic services provided by RSA’s Bsafe and Microsoft’s CryptoAPI ciphers and is subject to export regulations. To provide more rigorous encryption services, SAS Institute has licensed for redistribution the encryption algorithms of RSA Data Security Inc., and provided an interface to Microsoft’s CryptoAPI toolset. In order to comply with the United States National Security Agency’s export guidelines for encryption technologies, SAS Institute has packaged the algorithms into SAS/SECURE software, an Institute product.

❚ 918

SAS/SHARE SAS INSTITUTE INC.


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❚ 919

SAS SUPPLIER RELATIONSHIP MANAGEMENT

documents. Scala Output Management automatically customizes both the look and content of business documents and routes them to print, e-mail, the Internet, EDI, XML, fax or whatever channel the customer prefers.

❚ 921

SCALABLE PERFORMANCE DATA SERVER SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: Scalable Performance Data Server delivers a fully integrated and seamless way to access large volumes of data and serves large numbers of concurrent users by utilizing the latest parallel processing methods and data server capabilities. Optimized as a data store for the SAS system, it enables extremely efficient data access for hundreds of users across multiple processors while giving users cutting edge software, embellished hardware, comprehensive security, and open access.

SAS INSTITUTE INC.

100 SAS Campus Dr. Cary, NC 27513-2414 PH: (919)677-8000 TF: 800-727-0025 FX: (919)677-4444 URL: http://www.sas.com Contact: Dr. James Goodnight, CEO, Chairman, Cofounder, and President Founded: 1976. Description: SAS SRM is a comprehensive, integrated solution that helps to achieve substantial returns through three main areas of procurement: strategy alignment and scorecarding, opportunity exploration, and detailed analysis and decision support. Strategy alignment and scorecarding lets users quickly determine how well the sourcing process is functioning within a department, division or organization. This not only helps an organization align procurement activities with corporate goals, but also allows it to measure the impact that these activities have on specific key performance indicators. Opportunity exploration provides investigative tools that let users consolidate procurement activities, reduce costs and minimize supply risk. Lastly, detailed analysis and decision support provides simple to advanced analytics, data manipulation and reporting capabilities which allows users to stay on top of supplier activity and make smart decisions on a daily basis.

❚ 920


Founded: 1976. Description: SAS/SHARE is a data server that allows multiple users to gain simultaneous access to SAS files. Working hand-in-hand with other SAS components, SAS/SHARE anticipates the many combinations of hardware that might be needed to access data at any given moment, then locates and delivers the data to meet these multiple requests. SAS/SHARE is ideal for applications that require constant data updates and are accessed by many different users. It supports the same SAS security features, as well as additional security for server operations, including native host security and password verification. And SAS/ SHARE safeguards data integrity by filtering out requests that conflict with ongoing activities.

❚ 922

SCALA.BUY SCALA NORTH AMERICA INC.

300 International Pky., Ste. 300 Heathrow, FL 32746 PH: (407)333-8829 FX: (407)875-9957 E-mail: [email protected] URL: http://www.scala-na.com Contact: Mike Burdett, CEO Founded: 1986. Staff: 1150. Description: Scala.Buy enables customers, dealers, distributors and agents to easily buy any of the company’s products and services over the Internet, extranet, or intranet, simply by connecting to the company site.

❚ 923

SCALA OUTPUT MANAGEMENT

SCENARIO MANAGEMENT

SCALA NORTH AMERICA INC.

YANTRA CORP.

300 International Pky., Ste. 300 Heathrow, FL 32746 PH: (407)333-8829 FX: (407)875-9957 E-mail: [email protected] URL: http://www.scala-na.com Contact: Mike Burdett, CEO

1 Park W Tewksbury, MA 01876 PH: (978)513-6000 TF: 888-292-6872 FX: (978)513-6006 E-mail: [email protected] URL: http://www.yantra.com

Founded: 1986. Staff: 1150. Description: Scala Output Management adds business communication functionality to the exisiting business management system. It allows the user to process, format and distribute relevant information or

Founded: 1995. Staff: 200. Description: Yantra’s Scenario Management allows participants in a distributed commerce environment to create unique business processes to manage the complex transaction flows (orders, forecasts, schedules)

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between buyers, sellers and other service providers. Yantra’s Scenario Management applies scenario management infrastructure and techniques to the unique requirements of managing complex commerce transactions in high volume, mission critical environments. This capability links all participants in a transaction during its lifecycle and provides flexibility in managing the transactions, processes and events required to meet the needs of the participants involved. In addition, the platform provides users with an intuitive, graphical authoring tool for rapid configuration and deployment of new business processes.

Founded: 1995. Staff: 136. Description: SciQuest SmartStore turns a static website into a commerce-enabled tool that dispenses information and takes orders 24 hours a day. Features: advanced search to help customers find products quickly and easily; shopping cart with online ordering to eliminate filling out forms and faxes; secure transaction processing for customers’ peace of mind; credit card and purchase order capabilities to give customers flexible payment options; order status to help customers track their purchases; online order history helps customers view past purchases and recall frequently ordered items.

❚ 924

❚ 927

SCICENTRAL NEWS FEEDS

SCM PORTAL PACK

SCIQUEST INC.

PEOPLESOFT



Founded: 1995. Staff: 136. Description: SciCentral News Feeds enhances the content and community aspects of web sites. This allows for daily research news to customers.

❚ 925

SCICENTRAL PRIVATE PORTAL SCIQUEST INC.

5151 McCrimmon Pky., Ste. 216 Morrisville, NC 27560 PH: (919)659-2100 TF: 888-638-7322 FX: 888-638-7934 E-mail: [email protected] URL: http://www.sciquest.com Contact: Stephen Wiehe, President and CEO Founded: 1995. Staff: 136. Description: SciCentral Private Portal optimizes return visits to the web site with a custom version of the SciCentral research portal. Features: Drives traffic to the site and increases return visits and user loyalty; boosts the content and community aspects of the Web site in one easy step; establishes the site as a community meeting place and a source for Cutting-Edge research news.

❚ 926

SCIQUEST SMARTSTORE SCIQUEST INC.


Founded: 1985. Staff: 8000. Description: The Supply Chain Management (SCM) Portal Pack provides a view of SCM application data and transactions through a set of prebuilt pagelets—small ’doorways’ to information. Employees, customers, and suppliers can all gain access to the supply chain management data easily with the SCM Portal Pack. By selecting pagelets appropriate for each user’s needs, the SCM Portal Pack can be personalized to provide a unique homepage. The secure, role-based pagelets provide application-specific access to the most critical and frequently used information—and also provide alerts, analytics, status gauges, and transactions. Through a customized home page, the PeopleSoft SCM 8.4 Portal Pack brings you SCM application functionality, supply chain processes, reports, and a consolidated view of supplier transactions from PeopleSoft supply chain applications—helping to move supply chain business processes more rapidly to the web at the lowest possible cost and risk.

❚ 928

SDKS ACTA TECHNOLOGY, INC.

1667 Plymouth St. Mountain View, CA 94043-1203 PH: (650)230-4200 FX: (650)230-4201 E-mail: [email protected] URL: http://www.acta.com Contact: Carol Mills Baldwin, President and CEO Founded: 1996. Staff: 200. Description: Acta’s new software development kits (SDKs) provide the development tools that enable companies, or their system integrators, to further extend the use of their enterprise data assets, regardless of the data source, for a wide variety of real-time or batch uses. The ActaWorks Adapter SDK enables the quick development of bi-directional messaging interfaces for any data source. The ActaWorks eCache SDK provides a methodology and process to design, develop and deploy data

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❚ 929

SELECT-A-CAR

FX: (408)570-9705 E-mail: [email protected] URL: http://www.selectica.com Contact: Rajen Jaswa, Chairman of the Board, CEO and President Founded: 1996. Staff: 500. Description: Selectica’s Interactive Selling System (ISS) is an enterprise-wide application suite that helps companies sell more on the Internet and through traditional sales channels. It is a browser-based Interactive Selling System that operates seamlessly over intranets, internets, the World Wide Web and untethered systems.

SELECTICA INC.

3 W Plumeria Dr. San Jose, CA 95134-2111 PH: (408)570-9700 FX: (408)570-9705 E-mail: [email protected] URL: http://www.selectica.com Contact: Rajen Jaswa, Chairman of the Board, CEO and President

❚ 932

SERVICE MANAGER CLICK COMMERCE, INC.

Founded: 1996. Staff: 500. Description: Select-A-Car is an interactive and customizable car evaluation and selling system available for Internet deployment. Select-A-Car provides comprehensive car-purchasing functionality, including needs analysis, research, model comparison, automobile configuration, vehicle pricing, the ability to print, save and retrieve car configurations, as well as transferring saved configurations to other 3rd party systems like dealer locators, lead tracking systems, or financial calculators, via email or XML. ❚ 930

SELECTICA EINSURANCE SUITE SELECTICA INC.

3 W Plumeria Dr. San Jose, CA 95134-2111 PH: (408)570-9700 FX: (408)570-9705 E-mail: [email protected] URL: http://www.selectica.com Contact: Rajen Jaswa, Chairman of the Board, CEO and President Founded: 1996. Staff: 500. Description: Selectica eInsurance Suite is an Internet-based, enterprisewide software solution that delivers breakthrough information management capabilities across the entire insurance sales cycle. Driven by input from insurance domain experts, Selectica’s eInsurance application suite enables carriers to automate quoting, enrollment and analysis functions to create a seamless, fully integrated pricing, sales and information management solution. ❚ 931

SELECTICA’S INTERACTIVE SELLING SYSTEM SELECTICA INC.

3 W Plumeria Dr. San Jose, CA 95134-2111 PH: (408)570-9700



caches for any data source. With these SDKs, Acta ensures that their customers can meet future data integration needs arising from: deployment of new applications and implementation of new business processes through mergers and acquisitions. Some benefits of using the ActaWorks SDKs are: it can integrate data from a variety of sources into highly customizable data caches, streamline business processes for operational efficiency and increased margins, and deploy analytic, eCommerce or supply chain data solutions quickly and cost effectively.

Founded: 1996. Staff: 200. Description: Service Manager works to automate and streamline the service process by providing business functionality to multiple tiers of service personnel. The application minimizes service costs and uncovers new revenue opportunities by arming service personnel with business functionality. Service Manager makes service partners more efficient, empowering the user to simplify and accelerate the service process for customers, ensuring greater customer satisfaction and stimulating repeat business. Additionally, the application improves productivity in aftermarket distribution channel because a service or repair order can be submitted and completed in virtually not time and with minimal effort. Since there is no need to generate, allocate, file and distribute paperwork, service turnaround times shrink saving operational costs.

❚ 933

SERVICECART EARLY IMPACT LLC

25108-B Marguerite Pkwy. PMB, Ste. 448 Mission Viejo, CA 92692-2400 E-mail: [email protected] URL: http://www.earlyimpact.com Founded: 2001. Description: ServiceCart is a complete ecommerce solution designed specifically to sell products and services. ServiceCart’s features allow small businesses to offer complex services via the Internet. It’s a highly flexible catalog that allows businesses to sell products and services that are not necessarily pre-defined, but may be configured by the customer during the ordering process.

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❚ 934

SERVICES COLLABORATION INTRASPECT

8000 Marina Blvd., Ste. 800 Brisbane, CA 94005 PH: (650)246-5200 FX: (650)869-6000 E-mail: [email protected] URL: http://www.intraspect.com Contact: Jim Pflaging, President and CEO Founded: 1995. Description: Intraspect Services Collaboration offers services and IT teams, resource managers, and sales organizations dedicated workplaces to sell, staff and deliver quality projects. The Services Collaboration application includes three process-specific modules for Project Delivery, Opportunity Development, and Hiring and Sourcing. Each application offers a Collaborative Extranet where employees can work directly with customers, partners, and suppliers as well as an Activity Dashboard where the status of key business activities such as project plans, hiring status, or sales opportunities can be reviewed.

❚ 935

SHIPMENT MONITOR

and customer choices to engage customers across multiple channels - including the Web, telesales, direct sales force and dealer networks.

❚ 937

SIEBEL EAUCTION SIEBEL SYSTEMS INC.

1855 S Grant St. San Mateo, CA 94402 PH: (650)295-5000 FX: (650)295-5111 E-mail: [email protected] URL: http://www.siebel.com Founded: 1993. Staff: 3203. Description: Siebel eAuction enables businesses to increase revenue and maximize longterm customer value. Siebel eAuction helps organizations increase return on inventory, test product pricing, develop new sales channels, and create better customer experiences through cross-selling and promotion. Also, companies are able to maximize margins by testing product pricing and by effectively managing inventory through the entire product lifecycle including movement of excess inventory and obsolete products.

VIEWLOCITY INC.

3475 Piedmont Rd., Ste. 1700 Atlanta, GA 30305 PH: (404)267-6400 TF: 877-512-8900 FX: (404)267-6500 E-mail: [email protected] URL: http://www.viewlocity.com Contact: Jeffrey Simpson, President and CEO Founded: 1999. Description: The Shipment Monitor is a web-based component for capturing and viewing exceptions in the life cycle of a shipment across an organization’s extended supply chain. Information from multiple systems is synchronized to provide an end-to-end view of the shipment life cycle while proactively monitoring for exceptions and generating the appropriate alert.

❚ 936

SIEBEL EADVISOR SIEBEL SYSTEMS INC.

1855 S Grant St. San Mateo, CA 94402 PH: (650)295-5000 FX: (650)295-5111 E-mail: [email protected] URL: http://www.siebel.com Founded: 1993. Staff: 3203. Description: Designed to assist customers in the selection and purchasing of products and services regardless of the sales channel used, Siebel eAdvisor helps organizations to understand their customers’ unique needs and recommend the products and services that are most relevant to that particular customer. Siebel eAdvisor acts as a virtual sales advisor and recommendation assistant that provides situational advice through interactive questions

❚ 938

SIEBEL ECONFIGURATOR SIEBEL SYSTEMS INC.

1855 S Grant St. San Mateo, CA 94402 PH: (650)295-5000 FX: (650)295-5111 E-mail: [email protected] URL: http://www.siebel.com Founded: 1993. Staff: 3203. Description: As part of the Siebel Interactive Selling (IS), Siebel Configurator provides a comprehensive solution that ensures complex orders and quotes are accurate, complete, and valid. Siebel Configurator enforces business rules while delivering context-based messages that facilitate up-selling and cross-selling, leading to higher value orders. Used internally to improve sales productivity and order accuracy, or externally via a company’s Website to help guide buyers through product selection and customization, Siebel Configurator allows customers, employees and partners to configure the ideal solution for each customer’s needs.

❚ 939

SIEBEL ECUSTOMER 7 SIEBEL SYSTEMS INC.

1855 S Grant St. San Mateo, CA 94402 PH: (650)295-5000 FX: (650)295-5111 E-mail: [email protected] URL: http://www.siebel.com

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Founded: 1993. Staff: 3203. Description: Siebel ePricer ensures consistent pricing across the organization, eases the burden and expense of price management, increases corporate agility, and enhances customer satisfaction. Using Siebel ePricer, companies can develop, manage and deploy complex pricing rules, providing specialized pricing by product, account, promotions or other pricing criteria. Siebel ePricer also increases business agility by allowing easy adaptation of pricing models and quick response to changing market conditions.

❚ 940

❚ 943

SIEBEL EFINANCE

SIEBEL ESALES

SIEBEL SYSTEMS INC.

SIEBEL SYSTEMS INC.



Founded: 1993. Staff: 3203. Description: Siebel eFinance, MidMarket Edition is designed to deliver fast deployments and a set of features tailored specifically for middle market financial services companies. Through base applications and add-on modules, Siebel eFinance, MidMarket Edition combines banking, brokerage, and insurance functionality into one integrated package to provide a single multi-product, multi-channel application.

Founded: 1993. Staff: 3203. Description: Siebel eSales is a Web-based application that supports unassisted businessto-business and business-to-consumer selling via the Internet, and enables organizations to rapidly establish an online selling channel that complements and extends their existing field, call center, and indirect selling channels. With Siebel eSales, customers and sales professionals can search for products in a multimedia catalog, configure custom product and service solutions, place orders, confirm that the orders are valid and deliverable, and check on order status


Founded: 1993. Staff: 3203. Description: Siebel eCustomer 7, MidMarket Edition is an application that provides a complete, closed-loop eBusiness solution which utilizes the Siebel Personalization engine to facilitate one-to-one interactions. It supports business-to-business and businessto-consumer selling on the Internet by providing a multimedia product catalog, product searching and comparison tools, integration with tax and payment software, a natural webbased shopping cart interface, and an automated order process.

❚ 941

SIEBEL EINSURANCE

❚ 944

SIEBEL SYSTEMS INC.

SIEBEL PRM


SIEBEL SYSTEMS INC.


Founded: 1993. Staff: 3203. Description: Siebel eInsurance, MidMarket Edition is designed to deliver fast deployments and a set of features tailored specifically for middle market insurance companies. Through base applications and add-on modules, Siebel eInsurance, MidMarket Edition combines insurance, banking, and brokerage functionality into one integrated package to provide a single multi-product, multi-channel application.

Founded: 1993. Staff: 3203. Description: Siebel PRM (formerly known as Siebel eChannel) includes three components-Siebel Partner Manager, Siebel Partner Portal and Siebel Partner Analytics-that help organizations maximize the revenue generating capacity of all distribution and partner channels. This combined suite provides brand owners with a medium for communicating with their partners.

❚ 942

❚ 945

SIEBEL EPRICER

SIMPLIFIED OPENCABLE

SIEBEL SYSTEMS INC.

SIMPLIFIED


11100 Metric Blvd., Ste. 770 Austin, TX 78758 PH: (512)425-9700 FX: (512)425-9701 E-mail: [email protected] URL: http://www.simpletel.com

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Contact: James Cashiola, CEO Description: Simplified OpenCable allows communication service providers to offer high-speed data access to their wholesale cable customers supporting any DOCSIS-compliant cable modem. Simplified customers can resell the Internet-ready solution to cable companies creating new revenue streams while reducing time-to-market significantly.

Description: Simplified Prepaid Internet is a data application that enables telecommunication companies, cable companies and Internet service providers to offer Internet services on a prepaid basis. Simplified Prepaid Internet reduces time-to-market and deployment costs for Internet services and empowers end-users with the freedom to self-provision access to the Internet. It is also a value-added service application that enables service providers to give their customers this competitive edge while creating new revenue opportunities with simple, easy-to-manage solutions.

❚ 946

SIMPLIFIED OPENVOICE

❚ 949

SIMPLIFIED

SIMPLIFIED SOFTSWITCH PLUS


SIMPLIFIED

Description: With Simplified OpenVoice, companies can maximize revenues by delivering and managing both voice and data services over one platform. Simplified OpenVoice is a suite of telephony and data applications for telecommunication companies such as CLECs, IXCs and long distance providers. Telephony companies can choose from several common voice and data applications including 1, 800 service, prepaid voice and dial-up IP service.

❚ 947

SIMPLIFIED OPENWIRELESS SIMPLIFIED

11100 Metric Blvd., Ste. 770 Austin, TX 78758 PH: (512)425-9700 FX: (512)425-9701 E-mail: [email protected] URL: http://www.simpletel.com Contact: James Cashiola, CEO Description: With Simplified OpenWireless services activation and account management software, a service provider can instantly direct new wireless customers to its secure website for registration and service activation. Customers can then initiate their own service accounts.

❚ 948

SIMPLIFIED PREPAID INTERNET

11100 Metric Blvd., Ste. 770 Austin, TX 78758 PH: (512)425-9700 FX: (512)425-9701 E-mail: [email protected] URL: http://www.simpletel.com Contact: James Cashiola, CEO Description: Simplified Softswitch Plus enables service providers to deliver, manage or trade any communication service over any network infrastructure, and monitors traffic of ports, trunks and routes in real-time. It also can forecast network growth and usage patterns, ensuring smooth deployment of new network devices as well as improving bandwidth utilization and cutting service delivery costs. Simplified Softswitch Plus does this by providing a multi-protocol, vendor-neutral software application for controlling disparate switching devices in converged voice and data networks. Users can configure and control the network hardware from a central location in real-time over the Web using a familiar browser-based interface. Simplified Softswitch Plus is a pure software solution, requiring no additional switching hardware to control existing infrastructure and it enables the user to monitor and control any programmable switching device and obtain the information needed to run a network profitably.

❚ 950

SIMPLIFIED WEB CONFERENCING SIMPLIFIED


SIMPLIFIED


Description: Simplified Web Conferencing enables endusers to conduct and manage secured meetings through an Internet browser. Web Conferencing enhances traditional group calling with easy-to-use, online interaction. Simplified Web Conferencing enables service providers to differentiate their conference calling services by privately branding the service and by delivering over the Internet more control to

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TF: (866)985-2200 FX: (732)985-4448 E-mail: [email protected] URL: http://www.sirvisetti.com Contact: Amal Sirvisetti, Founder and CEO Founded: 2000. Description: Sirvisetti ebTalk Server is a 100 percent web services oriented eBusiness to eBusiness integration and automation server that enables two or more eBusinesses to talk to each other using industry standard communication methods (OAG, RosettaNet, ebXML etc.).

❚ 951

SIRVISETTI APPTALK ADAPTER FOR ORACLE APPLICATIONS SIRVISETTI SYSTEMS

347 Plainfield Ave. Edison, NJ 8817 PH: (732)985-2200 TF: (866)985-2200 FX: (732)985-4448 E-mail: [email protected] URL: http://www.sirvisetti.com Contact: Amal Sirvisetti, Founder and CEO

❚ 954

SIRVISETTI EBWEB SERVER SIRVISETTI SYSTEMS

Founded: 2000. Description: Sirvisetti AppTalk Adapter for Oracle Applications connects to all enterprise applications using architecture provided by Sirvisetti AppTalk. This rapidly integrates Oracle applications with existing legacy applications or Siebel CRM applications. This rapidly integrates Oracle applications with existing legacy applications. It also securely exposes data and business processes in Oracle applications to customers and partners via the web or email.

❚ 952

347 Plainfield Ave. Edison, NJ 8817 PH: (732)985-2200 TF: (866)985-2200 FX: (732)985-4448 E-mail: [email protected] URL: http://www.sirvisetti.com Contact: Amal Sirvisetti, Founder and CEO Founded: 2000. Description: The ebWeb Server is designed to put a business at the center of their own eBusiness world with a secure and open Business Gateway ready to transact business globally using industry connectivity standards. It handles programmatic access to a business, exposes enterprise web services to non-partners.


their end customers. Conference callers can view user-related activity of an ongoing call over an easy-to-use, Webbased interface that displays real-time call status, up-to-thesecond call charges, a caller participation roster, and the controls to activate and recharge accounts.

SIRVISETTI AUTOFAX SIRVISETTI SYSTEMS

347 Plainfield Ave. Edison, NJ 8817 PH: (732)985-2200 TF: (866)985-2200 FX: (732)985-4448 E-mail: [email protected] URL: http://www.sirvisetti.com Contact: Amal Sirvisetti, Founder and CEO

❚ 955

SIRVISETTI SERVICESTUDIO SIRVISETTI SYSTEMS

Founded: 2000. Description: The integrated business applications with Sirvisetti AutoFax provide businesses the capabilities to send and receive business documents (such as invoices, Purchase Orders, etc) from and into their business applications. If a business so chooses, the business documents from their applications can be faxed using Sirvisetti AutoFax located at a Service Provider. This feature of AutoFax eliminates any need for any additional Hardware or software components (other than setting up of their business applications with Sirvisetti AutoFax Connector). This is possible because the Sirvisetti AutoFax is built using web services technology. Hence the business documents from business applications can be sent as fax over the Internet/ Intranets.

347 Plainfield Ave. Edison, NJ 8817 PH: (732)985-2200 TF: (866)985-2200 FX: (732)985-4448 E-mail: [email protected] URL: http://www.sirvisetti.com Contact: Amal Sirvisetti, Founder and CEO Founded: 2000. Description: Sirvisetti ServiceStudio is an integrated service development environment for web service design, development and deployment.Sirvisetti ServiceStudio is an integrated suite of tools to allow developers to quickly and easily develop web services with no or minimal coding.

❚ 956

SIRVISETTI XREPORTS SERVER ❚ 953

SIRVISETTI EBTALK SERVER SIRVISETTI SYSTEMS

347 Plainfield Ave. Edison, NJ 8817 PH: (732)985-2200

SIRVISETTI SYSTEMS

347 Plainfield Ave. Edison, NJ 8817 PH: (732)985-2200 TF: (866)985-2200 FX: (732)985-4448 E-mail: [email protected]

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URL: http://www.sirvisetti.com Contact: Amal Sirvisetti, Founder and CEO

❚ 959

SN3 BUY NEWVIEW TECHNOLOGIES INC

Founded: 2000. Description: Sirvisetti xReports Server is a 100 percent XML/XSL based reports server.xReports Server is a highly configurable and customizable reports server for server side development and deployment. It plugs into any servlet 2.2 compliant servlet engine as a standard servlet. It manages connection pools with databases, executes reports and applies XSL style sheets in the given sequence to produce final output.

❚ 957

SITE DELIVERY SERVICES DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Site Delivery Services is a tool for providing high-speed, synchronized content delivery content from a secure Documentum content repository to Web servers and Web farms located around the world. Available either as a stand-alone product or as part of Documentum 4i Web Content Management Edition, Site Delivery Services automates the publication of approved content to corporate sites or to application and personalization servers outside the firewall. Site Delivery Services includes two architectural components, Documentum WebCache and ContentCaster, which can be used independently or together to provide high-speed, synchronized content delivery to Web servers and Web farms located around the world.

❚ 958

SMALL BUSINESS MANAGER ECOMMERCE

1250 Broadway New York, NY 10001 PH: (212)527-9997 TF: 877-447-8335 FX: (212)981-5687 E-mail: [email protected] URL: http://www.e-steel.com Contact: Scott Prince, CEO and President Founded: 1998. Description: NewView’s Buy module helps companies interact with all participants in their supplier networks, both within the enterprise and externally across multiple tiers of suppliers, to reduce the total cost of the materials flowing through these networks. It provides collaborative material specification capabilities used by network participants to jointly define optimal material parameters beginning early in the sourcing process and continuing throughout the downstream supply processes, procurement execution designed for enterprises with complex multi-tier supplier networks, and a trading network management that allows companies to design and adapt supplier networks for their specific and business conditions.

❚ 960

SN3 SELL NEWVIEW TECHNOLOGIES INC

1250 Broadway New York, NY 10001 PH: (212)527-9997 TF: 877-447-8335 FX: (212)981-5687 E-mail: [email protected] URL: http://www.e-steel.com Contact: Scott Prince, CEO and President Founded: 1998. Description: NewView’s Sell Solution for SupplyNetworks helps deploy effective selling strategies across complex multi-tier customer networks. These networks may be comprised of in-house sales participants, distributors, and any number of large and small buyers, located locally or globally across multiple continents and servicing one or more industries.


1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President Founded: 1981. Staff: 2000. Description: Designed specifically for small, growing businesses, Small Business Manager helps with work productivtivity, makes important information easily accessible, and integrates with other business applications, including Microsoft Office and bCentral Web services.

❚ 961

SN3 SUPPLY NEWVIEW TECHNOLOGIES INC

1250 Broadway New York, NY 10001 PH: (212)527-9997 TF: 877-447-8335 FX: (212)981-5687 E-mail: [email protected] URL: http://www.e-steel.com Contact: Scott Prince, CEO and President Founded: 1998. Description: NewView’s Supply Module helps companies interact with participants in their supplier and customer networks and across their internal enterprise

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Description: SonicMQ(R) is an enterprise-class messaging backbone for the guaranteed delivery of business critical data across the extended enterprise. SonicMQ is a reliable messaging product available, offering guaranteed delivery of business-critical information between applications and services across the extended enterprise. SonicMQ provides authentication, authorization, and encryption through a comprehensive set of security features including digital certificates, PKI integration, message payload and channel encryption, and configurable cipher suites.

❚ 965

SONICXQ SONIC SOFTWARE CORPORATION

❚ 962

14 Oak Park Bedford, MA 01730 PH: (781)999-7000 E-mail: [email protected] URL: http://www.sonicsoftware.com Contact: Greg O’Connor, President

SOLOMOM E-COMMERCE MICROSOFT GREAT PLAINS BUSINESS SOLUTIONS

1 Lone Tree Rd. Fargo, ND 58104-3911 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President Founded: 1981. Staff: 2000. Description: Solomon enables salespeople and existing customers to enter their own orders via the Internet directly into your order management system, and to check the status of those orders at any time.

❚ 963

SOLUTION BUILDER SOFTOLOGY

Churchfield House, 5 The Crescent Cheadle SK81PS, United Kingdom PH: 44 16 1491 5812 FX: 44 16 1491 5813 E-mail: [email protected] URL: http://www.softology.co.uk

❚ 966

SOURCEFORGE ENTERPRISE EDITION VA SOFTWARE CORPORATION

Description: Missing Link Solution Builder allows the user to build b2b and other e-applications for intra and internet in a zero to low risk manner using strong design, substansive software generation and scalable technology. It can be used from design to order carts, search engines and any e-applications painlessly.

❚ 964

SONICMQ SONIC SOFTWARE CORPORATION

14 Oak Park Bedford, MA 01730 PH: (781)999-7000 E-mail: [email protected] URL: http://www.sonicsoftware.com Contact: Greg O’Connor, President

Description: SonicXQ delivers on the vision of the Enterprise Service Bus: a standards-based service-oriented architecture for integrating enterprise applications and business partners through Web services and the J2EE Connector Architecture (JCA). SonicXQ’s configurable XML services provide impedance matching between applications, eliminating the need for expensive integration brokers. SonicXQ easily integrates packaged and legacy applications, as well as those built with J2EE and.NET, within the enterprise and across the Internet. A Distributed Processing Framework is the core of SonicXQ’s architecture, providing the ability to configure, deploy, audit and mange services across the extended enterprise. SonicXQ incorporates the proven SonicMQ(R) messaging backbone, providing the throughput, scalability, and low latency that a large-scale Enterprise Service Bus requires.


in order to improve the flow of materials and information through these networks. This module provides visibility of inventory, supply, and demand by sharing information with suppliers and customers for simple, multi-stage views into inventory and to address routine changes to supply plans, it manages inventory mix using deep material attribute views including technical characteristics, location, and age, and it measures network performance factors such as plan attainment and enterprise inventory levels. It also manages customer inventory with increased visibility into and across their operations and it allows the user to gain direct access to fundamental network business process data by combining the SN3 Supply and Buy modules.

47071 Bayside Pkwy. Fremont, CA 94538 PH: (510)687-7000 TF: 877-825-4689 FX: (510)226-8833 URL: http://www.vasoftware.com Contact: Larry M. Augustin, Chairman and CEO Founded: 1993. Staff: 179. Description: VA Software’s flagship product, SourceForge Enterprise Edition, provides IT and engineering organizations with web-based tools that enable developers to collaborate, managers to monitor projects, and executives to obtain critical information on demand. Designed for installation behind customer’s firewalls, SourceForge has the capacity to support development teams from 30 to upwards of 20,000 users across different locations, groups and participants. By enabling collaborative software development, SourceForge Enterprise Edition helps organizations become more responsive and better leverage existing resources all while reducing costs.

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❚ 967

❚ 970

SOURCEFORGE PORTAL EDITION

STAFFWARE PROCESS ENGINE

VA SOFTWARE CORPORATION

STAFFWARE HOUSE

47071 Bayside Pkwy. Fremont, CA 94538 PH: (510)687-7000 TF: 877-825-4689 FX: (510)226-8833 URL: http://www.vasoftware.com Contact: Larry M. Augustin, Chairman and CEO

3 The Switchback Gardner Rd. Maidenhead SL67RJ, United Kingdom PH: 44 0 1628 786800 FX: 44 0 1628 786874 E-mail: [email protected] URL: http://www.staffware.com Contact: John O’Connell, Chairman and CEO

Founded: 1993. Staff: 179. Description: SourceForge Portal Edition provides a comprehensive, web-based solution that centralizes the necessary tools and resources for thirdparty development and communication. A SourceForgepowered portal enables technology companies to accelerate the adoption of emerging hardware or software technologies by actively engaging with a community of developers dedicated to their success.

Description: The Staffware Process Engine provides a platform for automating an organization’s key business processes, delivering all the benefits of efficiency and productivity. Through its LDAP integration capabilities, Staffware Process Engine enables its customers to administer their users via a centralized directory service such as X.500 or Active Directory. Through the use of a rules based system Staffware is able to import the most up to date Staffware user information from a directory service. Following consultation with many customers, user authentication facilities have been enhanced.

❚ 968

SPOTLIGHT ON ORACLE E-BUSINESS SUITE QUEST SOFTWARE, INC.

8001 Irvine Center Dr. Irvine, CA 92618 PH: (949)754-8000 FX: (949)754-8999 E-mail: [email protected] URL: http://www.quest.com Contact: Vincent C. Smith, Chairman and CEO Founded: 1987. Staff: 1600. Description: Spotlight on Oracle E-Business Suite graphically displays, in real time, the actual server processes and flow of data in the Oracle EBusiness Suite environment so bottlenecks can quickly be identified, allowing the administrator to take immediate corrective action.

❚ 969

STAFFWARE IPROCESS ENGINE

❚ 971

STAFFWARE PROCESS INTEGRATOR STAFFWARE HOUSE

3 The Switchback Gardner Rd. Maidenhead SL67RJ, United Kingdom PH: 44 0 1628 786800 FX: 44 0 1628 786874 E-mail: [email protected] URL: http://www.staffware.com Contact: John O’Connell, Chairman and CEO Description: Staffware Process Integrator (SPI) integrates with legacy and packaged applications and process-enables to extend the capabilities of brokers, automatic steps and open-client steps. Requiring very little scripting and coding, developers can create EAI Steps for business processes that call these external and disparate systems to perform automatic, end-to-end, and synchronous (non-latent) processing, with the added advantage of transactional integrity. This capability is vital for enterprises performing mission-critical, automated processes with their trading partners where they require transactional control around the clock.

STAFFWARE HOUSE

3 The Switchback Gardner Rd. Maidenhead SL67RJ, United Kingdom PH: 44 0 1628 786800 FX: 44 0 1628 786874 E-mail: [email protected] URL: http://www.staffware.com Contact: John O’Connell, Chairman and CEO Description: Staffware iProcess Engine is designed specifically for global organizations that require aggressive performance and scalability for their highly automated and high volume transactional processes. Such applications include: global securities trading, batch claims processing, international e-procurement trading exchanges, federal/central government taxation processing, telecom service provisioning, and national defense monitoring and simulation.

❚ 972

STAFFWARE PROCESS MONITOR STAFFWARE HOUSE

3 The Switchback Gardner Rd. Maidenhead SL67RJ, United Kingdom PH: 44 0 1628 786800 FX: 44 0 1628 786874 E-mail: [email protected] URL: http://www.staffware.com Contact: John O’Connell, Chairman and CEO Description: Staffware Process Monitor provides a whole new level and depth of insight for business analysts and users by allowing them to intelligently and proactively manage their business processes. Using a graphical interface,

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Founded: 1996. Staff: 486. Description: The Stellent TM Content Management System is an end-to-end Web content management solution that deploys enterprise information quickly, delivers rapid return on investment and is highly scalable. Stellent Content Management enables the user to rapidly deploy business Web sites, and to automate the content contribution, editing, and management processes for these sites. Stellent automatically converts business and Web content from enterprise sources — including desktop applications, business applications, and templates — to Webready formats, such as XML, HTML, WML, cHTML, and PDF.

❚ 975

STORE MANAGER TRIVERSITY INC.

STAFFWARE HOUSE


3 The Switchback Gardner Rd. Maidenhead SL67RJ, United Kingdom PH: 44 0 1628 786800 FX: 44 0 1628 786874 E-mail: [email protected] URL: http://www.staffware.com Contact: John O’Connell, Chairman and CEO

Founded: 1990. Description: Store Manager, a store-level management tool, provides in-store and back-office functions such as reporting, payroll entry, file maintenance, cash management, and inventory control. Store Manager is available at three licensing levels, to fit a company’s precise requirements.

❚ 973

STAFFWARE PROCESS RELATIONSHIP MANAGER

Description: Staffware Process Relationship Manager (SRM) has been designed for connecting to customers, suppliers and partners into core processes. The SRM product is a toolset for building a process-centric integrated enterprise. SRM supports process automation though its business components which combine data definitions, presentation layer and business logic.These business components relate to specific business activities and can be built to fit any business process.The SRM approach provides a flexible environment for managing all enterprise relationships from customers, employees, and partners and suppliers. SRM is a scalable system and can be deployed in a multi-platform environment. It supports extensibility by allowing new business services or entire business objects to be added and/or replaced without any impact on those services that have been previously installed.

❚ 974

STELLENT CONTENT MANAGEMENT SYSTEM


the SPM provides key performance metrics and detailed status reports on entire business processes (e.g., how long it took to process a claim). For even more detail and insight, the Staffware Work-In-Progress Manager (SWIP) provides reports and audits on specific case data and queue status (e.g., to view total values of each claim processed). Both tools can be set up to show historical data. Staffware Process Monitor (SPM) determines and analyses business performance data across organizations and across systems in an intuitive fashion. SPM supports decisions for optimization of business processes and improves return on investment (ROI) in the Staffware Process Suite and other IT solutions such as ERP. Information about process performance is gathered from the data within the Staffware Process Engine databases that result from process execution. With SPM, managers can quickly and reliably make process decisions that make critical improvements in operating results. T

❚ 976

STOREFRONT 5.0 LAGARDE, INC.

5040 W 15th St. Lawrence, KS 66049 PH: (785)830-9800 TF: 800-943-5823 E-mail: [email protected] URL: http://www.storefront.net Contact: Bob LaGarde, founder and CEO Founded: 1996. Description: StoreFront 5.0, the fifth generation of LaGarde’s market e-commerce software product line, offers features for easily and effectively building profitable online operations for retailers, wholesalers, distributors, manufacturers, professional associations, government institutions and not for profits. StoreFront 5.0 for FrontPage is an integrated, fully featured e-commerce solution available for FrontPage users.StoreFront products are widely supported by FrontPage WPP’s around the world. StoreFront products are also known for their position in security, stability and scalability.

STELLENT, INC.

7777 Golden Triangle Dr. Eden Prairie, MN 55344 PH: (952)903-2000 TF: 800-989-8774 FX: (952)829-5424 URL: http://www.stellent.com Contact: Vern Hanzlik, President and Cheif Exectutive Officer

❚ 977

STOREFRONTS J.D. EDWARDS

1 Technology Way Denver, CO 80237 PH: (303)334-4000

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TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: E-storefront enables users to provide personalized sales and service, 24 hours a day, 7 days a week, via a standard Web browser and an Internet connection. E-storefront can be used to support both business-to-business and business-to-consumer environments. Business-to-business sites are intended for business users, who often make repeat purchases, know what they are looking for, and require a high degree of flexibility and functionality. Business-to-consumer sites, on the other hand, tend to emphasize merchandising and marketing, and employ a simple user interface to easily accommodate first-time users of the site.

❚ 980

STUDIO ENTERPRISE EDITION DEVPARTNER COMPUWARE CORP.

31440 Northwestern Hwy. Farmington Hills, MI 48334 PH: (248)737-7300 URL: http://www.compuware.com Description: A suite of tightly integrated debugging, testing and management tools designed for software development teams using Microsoft Visual C, Microsoft Visual Basic, Java(tm), ASP or HTML. DevPartner Studio Enterprise Edition includes a full suite of automated error detection, performance profiler, and test coverage analysis tools for windows and web developers.

❚ 978

STRATEGIC SOURCING

❚ 981

CLARUS CORP.

SUITE 280 TRACKER


PAR AVANCE INC.

Founded: 1992. Staff: 192. Description: Strategic sourcing optimizes purchasing power to yield cost reductions and improved terms on direct and indirect goods and services. A strategic sourcing engagement uses domain expertise to help to develop a successful, long-term sourcing strategy and build solid supplier relationships so trading terms can be negotiated optimally.

4450 Arapahoe Ave., Ste. 100 Boulder, CO 80303 PH: (303)447-0878 FX: (303)447-9257 E-mail: [email protected] URL: http://www.paravance.com Contact: Susan Rampson, President Founded: 1996. Description: Par Avance Suite 280 Tracker is a configurable software package that allows a business to create, track and measure any person, process or product. Some common applications of Suite 280 Tracker are: customer support, customer relationship management (CRM), product defect tracking, internal issue management, order management and fulfillment, customer service tracking, sales lead tracking, and online surveys.

❚ 979

STRATTON WARREN PURCHASEPRO

7710 W Cheyenne Ave. Las Vegas, NV 89129 PH: (702)316-7000 FX: (702)316-7001 E-mail: [email protected] URL: http://www.purchasepro.com Contact: Richard L. Clemmer, President, CEO and Chairman Founded: 1996. Description: PurchasePro provides inventory management, purchasing tools and back-end integration to a wide variety of vertical markets, including government, hospitality, foodservice, resorts and amusement parks. The software provides organizations with a complete solution for procurement, inventory, recipe and menu analysis and enables virtually any retail outlet to buy, track and resell its products and services more effectively. PurchasePro Stratton Warren is also the purchasing standard for the entire hospitality industry.

❚ 982

THE SUITE 280(TM) CUSTOMER SERVICE PAR AVANCE INC.

4450 Arapahoe Ave., Ste. 100 Boulder, CO 80303 PH: (303)447-0878 FX: (303)447-9257 E-mail: [email protected] URL: http://www.paravance.com Contact: Susan Rampson, President Founded: 1996. Description: The Suite 280 Customer Service module is an application of the Suite 280 Tracker that has been customized for customer service and support applications. With Suite 280 Customer Service, each and every customer can be tracked from request to resolution. Customers can enter their own requests, view status, run reports, and choose their own notification mechanisms.

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transactions are processed by the Yantra Distributed Commerce applications, alerts can be raised throughout the order lifecycle based on the unique needs of a specific enterprise or trading partner. Alerts can then be distributed to the appropriate users by email, fax or through a Web-based Alert Management Console where participants have visibility and can take action on alerts.

SUPPLIER COLLABORATION MANAGEMENT AGILE SOFTWARE CORP.

1 Almaden Blvd. San Jose, CA 95113-2253 PH: (408)975-3900 FX: (408)271-4862 E-mail: [email protected] URL: http://www.agilesoft.com Contact: Bryan D. Stolle, Chairman of the Board, CEO, President

❚ 986

SUPPLY CHAIN EXECUTION J.D. EDWARDS

Founded: 1995. Staff: 289. Description: Supplier Collaboration Management enables companies to publish critical product information to their supply chain partners using PDX (Product Data eXchange) - the industry standard format based on XML technology. Companies can define the documents they need to share with their partners, deliver and receive those documents in real time, regardless of whether their partners are Agile-enabled or not. Companies can improve communication and collaboration with strategic trading partners, and eliminate costly manufacturing delays caused by incomplete, missing, or old product information.

❚ 984

SUPPLIER ENABLEMENT CLARUS CORP.


1 Technology Way Denver, CO 80237 PH: (303)334-4000 TF: 877-613-9412 URL: http://www.jdedwards.com Contact: Robert Dutkowsky, President, CEO, and Chairman Founded: 1977. Description: The Supply Chain Execution solution is used to improve the visibility and velocity of the flow of materials; to obtain real-time access to inventory quantities, conditions, and locations; to have warehouse facilities that are laid out to optimize the resources available; to automate the rating of loads tendered to the customer’s preferred carrier; to automate payment of freight charges; and to have the ability to quote those charges at the time the order is taken. The Supply Chain Execution solution includes formal partnership agreements with Precision Software and Vastera. Either company’s product will work with the system to provide any company with the forms and knowledge required to participate in international trade.


❚ 983

❚ 987

SUPPORT CENTER IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB

Founded: 1992. Staff: 192. Description: Clarus Supplier Enablement is a software whose services address every aspect of getting suppliers ready for e-commerce quicklyfrom education and communication to pre-sourced catalogs, content management and transaction management. It has an open content model that allows seamless access of searchable content from any source, including buyer-hosted, supplierhosted, and third-party hosted content.

10 N Martingale Rd., Ste. 600 Schaumburg, IL 60173 PH: (847)592-0200 TF: (847)592-0201 E-mail: [email protected] URL: http://www.ifsworld.com Contact: Bengt Nilsson, President and CEO Founded: 1983. Staff: 3550. Description: The IFS Support Center component enables the office and customers to register and communicate support issues as well as support solutions in a traceable way through the Internet/intranet/extranet. Support solutions can be made available as Frequently Asked Questions (FAQs) on the web. Agents, sales reps and other personnel can gather and communicate support-related issues in one place and choose what information should be published to whom-internally or externally.

❚ 985

SUPPLY CHAIN EVENT MANAGEMENT (SCEM) YANTRA CORP.


❚ 988

SURVEILLANCE AGENT ENTELAGENT SOFTWARE CORPORATION

Founded: 1995. Staff: 200. Description: Yantra Distributed Commerce provides a sophisticated infrastructure for managing critical events across demand and supply chains. As

27061 Aliso Creek Rd., Ste. 100 Aliso Viejo, CA 92656 PH: (949)831-8350

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capabilities. WarehouseManager is designed to maximize the efficiency of the supply chain by automating the key processes from inbound goods arrival and processing through inventory storage to the fulfillment of outbound shipping orders.

FX: (949)831-6050 E-mail: [email protected] URL: http://www.entelagent.com Contact: John W. Hammon, CEO Founded: 1996. Description: SAMS Online(R) features an ‘‘open’’ rule-based lexicon that allows the SAMS System Administrator complete control over what word combinations should be flagged, which employees should have their messages reviewed according to customizable criteria, who should review the messages according to the problem message category, and what pre-defined action or multiple simultaneous actions should be taken. SAMS Online(R) Surveillance Agent is provided completely ready-to-use with a comprehensive lexicon, andpolicies, rules, and actions. The customer has complete and independent control over adding, modifying, or deleting elements in the system, using the Administrator’s desktop tools. SAMS System Administrator or a designated sub-administrator can change the lexicon, rules, actions, end-users, reviewers, and other criteria at will, and the changes take effect immediately. Surveillance Agent also features a report manager for tailoring the system and for reporting to management by user, department, categories of e-mail, etc.

❚ 989

SWISSLOG INTERNET FULFILMENT SYSTEM (IFS) SWISLOG SOFTWARE LTD

10825 E 47th Ave. Denver, CO 80239-2913 PH: (303)373-7883 TF: 800-764-0300 FX: (303)373-7932 E-mail: [email protected] URL: http://www.swisslognorthamerica.com Founded: 1975. Staff: 100. Description: Swisslog IFS is a combination of website provisions with configurable interfaces to any ERP system or WMS. Computer control of material flows reduces processing times, lowers error rates and minimises the costs of order fulfillment. The order management module distributes incoming orders to the most appropriate distribution centre, based on product availability and proximity to the delivery address. Then the delivery management module determines the optimum transport channel to provide on-time delivery at the lowest cost.

❚ 990

SWISSLOG WAREHOUSEMANAGER SWISLOG SOFTWARE LTD

10825 E 47th Ave. Denver, CO 80239-2913 PH: (303)373-7883 TF: 800-764-0300 FX: (303)373-7932 E-mail: [email protected] URL: http://www.swisslognorthamerica.com Description: Swisslog WarehouseManager is a fully functional Warehouse Management System with full E-Logistics

❚ 991

SYNAPSE B2B INTEGRATED BUSINESS SYSTEMS AND SERVICES INC.

115 Atrium Way, Ste. 128 Columbia, SC 29223 TF: 800-553-1038 E-mail: [email protected] URL: http://www.ibss.net Contact: Harry P. Langley, President and CEO Founded: 1990. Description: Synapse B2B brings facilitates business to business (B2B) electronic integration. B2B integration is the automated exchange of information between different organizations. At its simplest, B2B integration is the automated exchange of information between different organizations. Increasingly, this integration is being done over the Internet, rather than over proprietary Value Added Networks (VANs), and the dominant trend is towards the use of open standards such as XML and HTTP, rather than proprietary protocols that are not well suited to the Internet. Synapse B2B enables organizations to meet these challenges with a software model that drastically reduces costly and time-consuming traditional programming.

❚ 992

SYNCHRONIZATION FOR VISUAL ELK STAY IN FRONT, INC.

107 Little Falls Rd. Fairfield, NJ 07004-2105 PH: (973)461-4800 TF: 800-422-4520 FX: (973)461-4801 E-mail: [email protected] URL: http://www.stayinfront.com Contact: Thomas R Buckley, CEO Description: Synchronization for Visual Elk ensures that up-to-date customer information is available wherever it is needed, regardless of geographical or corporate location. Synchronization for Visual Elk allows remote sales professionals to exchange up-to-date customer information while in the field and maintains the currency of all Visual Elk corporate databases in an enterprise. This enables corporate managers and sales professionals to share a wide range of information. This may include documents, plans, meeting notes, schedules, forecasts and any other customer based information configured in a Visual Elk system. To reduce the on-going cost of running a client management system, a full suite of support modules is incorporated within Synchronization for Visual Elk.

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❚ 996

SYNQUEST DYNAMIC SOURCING ENGINE

SYNQUEST TACTICAL PLANNING ENGINE

SYNQUEST, INC.

SYNQUEST INC.

3500 Parkway Ln., Ste. 555 Norcross, GA 30092 PH: (770)325-2000 TF: 800-844-3228 URL: http://www.synquest.com Contact: Joseph Trino, CEO


Founded: 1986. Staff: 209. Description: The SynQuest Dynamic Sourcing Engine allows you to profitably source demand while providing visibility across the supply chain. It allows a company to function in a responsive environment and is able to evaluate the impact each participant has throughout the entire supply chain.

❚ 994

Founded: 1986. Staff: 209. Description: SynQuest Tactical Planning Engine produces profit-maximized sales and operations plans that support overall customer experience and order fulfillment objectives. It supports sales and operations planning, considers the entire supply chain to most effectively generate the highest margin, simultaneously allocates entire supply chain resources, and integrates strategic suppliers via the Web to support supplier selection.

SYNQUEST ORDER PROMISING ENGINE SYNQUEST, INC.

❚ 997


SYTELINE BUSINESS INTELLIGENCE FRONTSTEP, INC.

Founded: 1986. Staff: 209. Description: SynQuest Order Promising Engine uses supply-chain wide constraints, such as availability of materials, production capacity and finished goods inventory, to determine the fastest and most profitable way to deliver an order. It determines the lowest total cost fulfillment path for each item on an individual order request, enhances customer experience and reduces customer service costs by providing personalized order quoting and booking, allocates available material and capacity across the supply chain at the time of order entry, determines the lowest total cost fulfillment path for each item on an individual order request, allows customers to choose individual or multiple shipping methods, and reduces rework, inventory obsolescence, expediting costs and customer service problems by reviewing all feasible options for fulfilling each item on an order.

❚ 995

SYNQUEST SUPPLY CHAIN DESIGN ENGINE SYNQUEST INC.




❚ 993

Founded: 1979. Description: SyteLine Business Intelligence lets the user mine data riches, analyze trends in market forces, understand what’s driving the business, and make quick and informed decisions. SyteLine Business Intelligence and SyteLine Business Intelligence Web gives the freedom to ask what-if questions about the critical activities that drive a business. An interactive, graphical data access and analysis solution, SyteLine Business Intelligence complements SyteLine with flexible, multidimensional views of your business and operations data. SyteLine Business Intelligence is built using industry-leading tools including Cognos’ widely proven and highly successful PowerPlay and Impromptu products. SyteLine Business Intelligence monitors critical manufacturing business issues including sales, inventory and supply chain analysis. SyteLine Business Intelligence’s special indexing provides one with extremely fast drill-down, slice-and-dice exploration of what is happening in the business.

❚ 998 SYTELINE FORMS FRONTSTEP, INC.

Founded: 1986. Staff: 209. Description: SynQuest Supply Chain Design Engine evaluates e-business strategies-such as postponement, determines supply chain network and product flow, supports flexibly defined constraints and cost structure, and considers the trade-off between capital investment and operational costs under real-life restrictions.


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Founded: 1979. Description: SyteLine Forms and SyteLine Advanced Forms work with the SyteLine system enabling the user to design, fill, route and fax forms electronically. Internal processes can be streamlined to provide better customer service by generating custom form documents quickly, such as invoices, purchase orders and order confirmations. SyteLine Forms imports information from databases, generates forms, and permits copies to automatically flow from purchasing, to accounting and receiving. Whether printing is needed to be done from standard hardcopy or transmit forms electronically - over a network or fax - SyteLine Forms provides the solution. SyteLine Forms requires no development or programming -simply draw the form with WYSIWYG graphical design software and map the JetForm form fields to the appropriate SyteLine fields.

❚ 999

SYTELINE WORKFLOW AUTOMATION FRONTSTEP, INC.

2800 Corporate Exchange Dr. Columbus, OH 43231 PH: (614)523-7000 FX: (614)895-2504 E-mail: [email protected] URL: http://www.frontstep.com Contact: Stephen A. Sasser, President and CEO Founded: 1979. Description: E-business applications must provide intelligent messaging and automated workflow to effectively support a collaborative environment. As the ‘‘nervous system’’ for the digital-to-enterprise connection, SyteLine Workflow Automation connects, automates and streamlines work processes in an enterprise business system. SyteLine Workflow Automation automates business processes to include decision-making based on user-defined rules. Everyday processes are automated and resources can be refocused to deal with only exceptions to the rule. For example, orders can be received, processed and confirmed in a matter of seconds. Only orders that are exceptional have to be reviewed. SyteLine Workflow Automation provides the communications capability for synchronizing the supply chain and keeping all customers, suppliers and business partners informed of transactions. For instance, immediately after customers place an order, your suppliers and business partners can receive critical order information using the communication path of their choice: e-mail, EDI or fax.

❚ 1000

TEAMCODE INTERWOVEN INC.

803 11th Ave. Sunnyvale, CA 94089 PH: (408)774-2000 TF: 888-468-3796 FX: (408)774-2002 E-mail: [email protected] URL: http://www.interwoven.com Contact: Martin Brauns, Chairman and CEO Founded: 1995. Staff: 831. Description: With TeamCode, developers and content authors can work hand-in-hand in

a single environment. TeamCode leverages Interwoven’s Enteprise Content Management (ECM) technology to save time and money developing eBusiness applications. Staff can work in parallel on multiple initiatives, working collaboratively without conflicts or confusion, and synchronizing application builds with content builds. Moreover, TeamCode is open to all types of development tools, meaning developers don’t have to change the way they work.

❚ 1001

TEAMDOC INTERWOVEN INC.

803 11th Ave. Sunnyvale, CA 94089 PH: (408)774-2000 TF: 888-468-3796 FX: (408)774-2002 E-mail: [email protected] URL: http://www.interwoven.com Contact: Martin Brauns, Chairman and CEO Founded: 1995. Staff: 831. Description: Interwoven TeamDoc offers a way for a company to share and publish documents on the Web. Based on Interwoven’s Enterprise Content Management (ECM) technology and on practices learned from supplying the world’s leading enterprises, TeamDoc streamlines document creation, management, and delivery. Additionally, TeamDoc requires no IT resources to maintain, and can be managed at the business unit or departmental level.

❚ 1002

TEAMPORTAL INTERWOVEN INC.

803 11th Ave. Sunnyvale, CA 94089 PH: (408)774-2000 TF: 888-468-3796 FX: (408)774-2002 E-mail: [email protected] URL: http://www.interwoven.com Contact: Martin Brauns, Chairman and CEO Founded: 1995. Staff: 831. Description: Interwoven TeamPortal is an application for developing, testing, and deploying all portal assets in a collaborative environment. It works with all of the popular portal servers including BEA, IBM, Plumtree, Oracle, and SAP. From content creation to delivery, TeamPortal enables contributors to work at peak efficiency and publish high-quality content to an enterprise portal.

❚ 1003

TEAMSITE CONTENT MANAGEMENT INTERWOVEN INC.

803 11th Ave. Sunnyvale, CA 94089 PH: (408)774-2000 TF: 888-468-3796

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Founded: 1995. Staff: 831. Description: TeamSite is a core component of the Interwoven 5 Platform. TeamSite unleashes the power of content contribution, collaboration and management across the enterprise. It includes an array of unmatched features including versioning, workflow, site roll back, workareas, staging, editions as well as ease of use. TeamSite also offers easily accessible browser-based, e-mail and Microsoft Office interfaces for the non-technical business user. TeamSite works in any existing Solaris (or most of the other leading Unix platforms) and Windows/ NT environment. TeamSite also works with the industryleading application servers, databases, and portal servers from companies such as IBM, Oracle, BEA, Microsoft Plumtree, SAP and ATG.

Founded: 1989. Description: Tivoli SecureWay is a standards-based portfolio of security management and access control solutions that meets the challenges organizations face in the course of e-business transformation. It has a complete design that meets the security needs of businesses in the various stages of e-business.

❚ 1007

TOTAL -E- B2C BLUESTONE SOFTWARE INC.

300 Stevens Dr. Philadelphia, PA 19113-1597 PH: (610)915-5000 FX: (610)915-5012 E-mail: [email protected] URL: http://www.bluestone.com Founded: 1989. Description: Total-e-B2C Product Edition delivers the right blend of strategic marketing tools and technology for e-commerce success. Total-e-B2C gives high-performance infrastructure, scalable architecture, flexible content management system, unique personalization engine, and reliable transaction processing components. It also jump-starts e-commerce efforts with its unique storefront template.

❚ 1004

TIVOLI E-MARKETPLACE MANAGER IBM TIVOLI

11301 Burnet Rd. Austin, TX 78758 PH: (512)436-8000 TF: 877-848-6541 URL: http://www.tivoli.com Contact: Robert LeBlanc, General Manager Founded: 1989. Description: Tivoli e-Marketplace Manager is focused on managing the e-Marketplace, and future solutions will also help manage the on-ramps from buyers/ sellers into the exchange, as well as the software used by service providers hosting the exchange.

❚ 1005


FX: (408)774-2002 E-mail: [email protected] URL: http://www.interwoven.com Contact: Martin Brauns, Chairman and CEO

❚ 1008

TOTAL-E-BUSINESS BLUESTONE SOFTWARE INC.

300 Stevens Dr. Philadelphia, PA 19113-1597 PH: (610)915-5000 FX: (610)915-5012 E-mail: [email protected] URL: http://www.bluestone.com

TIVOLI INTRUSION MANAGER IBM TIVOLI

11301 Burnet Rd. Austin, TX 78758 PH: (512)436-8000 TF: 877-848-6541 URL: http://www.tivoli.com Contact: Robert LeBlanc, General Manager Founded: 1989. Description: Tivoli Intrusion Manager is a security product that delivers intelligent monitoring and recognition of potential intrusion and misuse.

Founded: 1989. Description: The Total-e-Business platform is an integrated technology solution that’s built solidly to solve e-business challenges. It supports both business and IT needs for a complete B2B solution. Its framework allows business to take advantage of changes that the transformation of computing and communications technology makes possible. It provides the technical foundation for a coherent and technologically manageable evolution of an e-business enterprise. It is standards-based and platform independent and extends across all the processes that inform the operations of a business.

❚ 1006

❚ 1009

TIVOLI SECUREWAY SOFTWARE

TOTAL -E- GLOBAL

IBM TIVOLI

BLUESTONE SOFTWARE INC.

11301 Burnet Rd. Austin, TX 78758 PH: (512)436-8000 TF: 877-848-6541 URL: http://www.tivoli.com Contact: Robert LeBlanc, General Manager


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Founded: 1989. Description: Total-e-Global comprehensive software solution is built with open standards and advanced technologies. Total-e-Global is the first complete set of e-business power tools that provides a solid infrastructure, scalable architecture, XML integration server, unique content management and personalization engines, easy-to-deploy e-commerce components, and advanced wireless capability. Combined, these technologies allow for expansion both electronically and geographically to sell products anywhere to increase revenues.

❚ 1010

TOTAL-E-SERVER

Founded: 1989. Description: Total-e-Transactions assures complete, accurate business transactions for any Java based applications, including those written for the J2EE and EJB frameworks. Total-e-Transactions is a 100% Java implementation of a distributed transaction management system based on the Sun Microsystems J2EE Java Transaction Service (JTS) standard. The implementation of the JTS utilizes the Object Management Group’s (OMG) Object Transaction Service (OTS) model for transaction interoperability as recommended in the J2EE and EJB standards. Although any JTS-compliant product will allow Java objects to participate in transactions, one of the key features of Total-e-Transactions is it’s 100% Java implementation. This allows Totale-Transactions to support fully distributed transactions that can be coordinated by distributed parties.



❚ 1013

TOWNSOURCE INTERACTIVE BIZNIZWEB INC.

Founded: 1989. Description: Total-e-Server allows the user to develop, deploy, integrate, and manage all e-business applications. Total-e-Servers capabilities support the most critical infrastructure needs including: flexibility to leverage IT investment, reliability to ensure 24x7x365 e-business accessibility, scalability to allow the infrastructure to keep pace with the business, and security to protect critical business information.

❚ 1011

TOTAL-E-SYNDICATION 2.0 BLUESTONE SOFTWARE INC.

25227 Grogan’s Mill Rd., Ste. 225 The Woodlands, TX 77380 PH: (281)367-4016 FX: (281)292-1870 URL: http://www.biznizweb.com Contact: Allen Kintigh, Chairman Founded: 1995. Description: TownSource Interactive deploys a full-featured, interactive city portal that provides quick, easy access to information and invites participation. It combines more than 30 software applications into one integrated city portal.

❚ 1014

TRADESTREAM OPTUM, INC.


11 Martine Ave., Ste. 1175 White Plains, NY 10606 PH: (914)993-3400 FX: (914)287-7350 URL: http://www.optum.com Contact: David J. Simbari, President and CEO

Founded: 1989. Description: Total-e-syndication 2.0 allows for delivery of time-sensitive and constantly changing content in real-time to customers, suppliers, and distribution networks. Syndication allows for increased revenue, new market availability, it builds brand awareness in established markets, reduce time-to-market, and improves relations with customers and partners.

Founded: 1985. Staff: 310. Description: TradeStream eliminates costly blind spots, enabling the seamless flow of inventory and information among trading partners. This total supply chain transparency make it possible for enterprises to create virtual fulfillment networks that leverage the combined resources of each trading partner for competitive advantage.

❚ 1012

❚ 1015

TOTAL-E-TRANSACTIONS

TRANSACT-SECURE


AUTHORIZE.NET CORPORATION


915 S 500 E, Ste. 500 American Fork, UT 84003 PH: (801)492-6450 FX: (801)492-6489 E-mail: [email protected] URL: http://www.authorizenet.com

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TRANSIT SOLUTIONS STELLENT, INC.

7777 Golden Triangle Dr. Eden Prairie, MN 55344 PH: (952)903-2000 TF: 800-989-8774 FX: (952)829-5424 URL: http://www.stellent.com Contact: Vern Hanzlik, President and Cheif Exectutive Officer Founded: 1996. Staff: 486. Description: Using HTML Transit, powerful Web sites can be created instantly by specifying standard business documents as the source for the Web site. HTML Transit reads the content from source documents, recreates the content in HTML or XML, and publishes the results to the Web site. When the content in the source documents changes, the site can be updated with the push of a button. The result is a site that is easy to maintain, contains up-to-date information, displays consistent behavior and appearance, and has reliable links. To speed up site creation, HTML Transit lets the user pair documents with Transit Templates, which provide complete control over font sizes and colors, paragraph formatting, scripts, navigational constructs and buttons, and the inclusion or suppression of content. The resulting Web pages carry a consistent look and feel, and allow for multiple Web presentations, or layouts for viewing and for printing.

❚ 1018

TRILOGY AUTOMOTIVE DEMAND CHAIN TRILOGY

5001 Plaza on the Lake Dr. Austin, TX 78746 PH: (512)874-3100 TF: 877-687-4549 FX: (512)874-8900 URL: http://www.trilogy.com Description: The Trilogy Automotive Demand Chain solution provides an integrated platform for OEMs and dealers to collaboratively communicate and transact with customers. This in turn delivers value through improved distribution efficiency and enhanced customer loyalty. With more than a decade of industry experience, e-business expertise and successful projects, Trilogy is enabling manufacturers and dealers to make the move from the manufacturing and inventory-centric ‘‘push’’ distribution model toward a customerdriven ‘‘pull’’ model.

❚ 1019

TRILOGY COMPASS TRILOGY


Founded: 1996. Description: TRANSACT-SECURE insures ALL MAJOR CREDIT CARDS and eChecks from purchaser based fraud up to $5000 per transaction. The patent pending server-based solution prevents purchaser identification fraud by empowering the merchant to automatically perform real-time multi-tiered authentication of the purchaser’s identity during checkout. Fraudsters are prevented from committing credit card and eCheck fraud during checkout, and purchasers are prevented from committing ‘‘friendly fraud’’ by later denying their own transactions.

5001 Plaza on the Lake Dr. Austin, TX 78746 PH: (512)874-3100 TF: 877-687-4549 FX: (512)874-8900 URL: http://www.trilogy.com Description: Trilogy Compass is a product management and sales solution designed to simplify the creation and management of complex communications product information. Compass will drive improvements in product management effectiveness and sales productivity. Improvements that can, for an average CEP, more than double the bottom line.

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❚ 1017

TRILOGY COMPUTER PRODUCT WORKBENCH

TRANSNET TRIVERSITY INC.


TRILOGY

Founded: 1990. Description: Transnet is a platform-independent transaction switch that provides the foundation for a smart, secure, and seamless retail communications network-an essential part of any integrated retail system. With Transnet, multisite retailers can automate the daily consolidation process and provide regional and national store operations management with up-to-date information they can use in making merchandise, inventory, pricing, and promotion decisions.

Description: Triology Computer Product Workbench (CPW) is a new software suite for manufacturers in the computer and high technology industries designed to drive dramatic improvements in product management. These improvements can, for an average manufacturer, add over $300 million to the bottom line. Triology CPW bridges the product information gap which helps to improve data availability and velocity in the organization, and allows OEMs to quickly capitalize on any dynamic opportunity in the market.

5001 Plaza on the Lake Dr. Austin, TX 78746 PH: (512)874-3100 TF: 877-687-4549 FX: (512)874-8900 URL: http://www.trilogy.com

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❚ 1021

protected areas and allows users to register, update, renew and terminate registration at any time. It deletes users whose membership is expired and sends expiration notices when needed. It features an additional redirect module which allows for redirection of the user in the directory upon login. There also is a password reminder module that allows users to receive forgotten login information in e-mail. It is available in UNIX only and requires Perl.

TRILOGY GUIDED SELLING TRILOGY

5001 Plaza on the Lake Dr. Austin, TX 78746 PH: (512)874-3100 TF: 877-687-4549 FX: (512)874-8900 URL: http://www.trilogy.com Description: The Trilogy Guided Selling Solution is designed to help make the most of Web-based opportunities, with an extremely effective means of distributing product and customer knowledge to the people who need it. Guided Selling captures valuable information about products, services and customers from Web-based sales channels and uses it to make buying easier for customers and selling easier for companies. It gives customers the tools they need to quickly and easily identify relevant information, compare alternatives, customize solutions and manage orders. At the same time, it provides sales and marketing teams with the deep product knowledge and detailed customer information they need to sell more effectively.

❚ 1022

UNIVERSAL MEDIA SERVER DOCUMENTUM


❚ 1024

UPSHOT MARKETING UPSHOT

1161 San Antonio Rd. Mountain View, CA 94043 PH: (650)623-2200 FX: (650)564-9780 E-mail: [email protected] URL: http://www.upshot.com Contact: Keith Raffel, Chairman and Founder Founded: 1996. Description: UpShot introduces an integrated, Web-based, closed-loop marketing and sales solution that provides fast results with a low total cost of ownership. UpShot Marketing and Sales Management solutions enable marketing and sales teams to: develop, execute, measure, and optimize marketing campaigns to improve lead generation, mine existing leads, and maximize sales results; execute highly targeted, personalized email campaigns in a variety of formats that will improve response rates; identify and fix process breakdowns; and provide marketing with the feedback it needs to deliver leads that convert to closed sales and provide the best return on marketing efforts.

❚ 1025

UPSHOT OFFLINE EXPRESS Founded: 1990. Description: Universal Media Server (UMS) is the asset management engine for the Documentum 4i DAM Edition, powering the Digital Asset Manager and Tape Library Manager clients. UMS provides a secure repository for all types of media and provides a complete set of services to manage high-end media assets. UMS manages user access, versions, multiple renditions for each asset, and all of the metadata needed to track and organize digital media. UMS includes Documentum media plug-ins, which enhance media capabilities through automatic media analysis and manipulation.

❚ 1023

UNIVERSAL PASSWORD PROTECTION V.2.0 (AHG) ALEX HEIPHETZ GROUP INC.

16 Wilts State College, PA 16803 PH: (814)867-3200 FX: (814)867-5133 E-mail: [email protected] URL: http://www.doublediamondsoftware.com Founded: 1995. Description: Universal Password Protection - v.2.0 allows the user to create several independent

UPSHOT

1161 San Antonio Rd. Mountain View, CA 94043 PH: (650)623-2200 FX: (650)564-9780 E-mail: [email protected] URL: http://www.upshot.com Contact: Keith Raffel, Chairman and Founder Founded: 1996. Description: UpShot Offline Express is an offline solution for online sales management. UpShot Offline Express is the a Web-based sales management solution that gives fast, disconnected access to critical information, so they can: access deals anytime, anywhere-including associated accounts, contacts, partners, to do items, appointments, events, and history. It can also: review and update deals and forecasts at any time, from anywhere, and record meeting notes and action items.

❚ 1026

UPSHOT REPORTING UPSHOT

1161 San Antonio Rd. Mountain View, CA 94043 PH: (650)623-2200

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order-entry, financial, customer support, or other applications and systems.

Founded: 1996. Description: UpShot Reporting and Analyticslets a business analyze sales data with powerful reporting tools. UpShot gives a range of pre-built, custom, and ad hoc reporting and analytical options that give the information needed to: forecast more accurately, measure the effectiveness of sales and marketing processes, determine which sales and marketing activities deliver the highest rate of return, and learn which programs provide the most customer satisfaction.

❚ 1027

❚ 1029

VIDEOLINK MAIL SMITH MICRO SOFTWARE INC.

51 Columbia Aliso Viejo, CA 92656 PH: (949)362-5800 TF: 800-964-7674 FX: (949)362-2300 E-mail: [email protected] URL: http://www.smithmicro.com Contact: William W. Smith, Jr., President, CEO, Chairman Founded: 1982. Description: VideoLink Mail allows the user to increase the impact of existing e-mail with full video and audio. Higher quality than ordinary e-mail, VideoLink Mail lets users put a face and voice to e-mail messages.

UPSHOT SALES UPSHOT

1161 San Antonio Rd. Mountain View, CA 94043 PH: (650)623-2200 FX: (650)564-9780 E-mail: [email protected] URL: http://www.upshot.com Contact: Keith Raffel, Chairman and Founder

❚ 1030

VIDEOLINK PRO SMITH MICRO SOFTWARE INC.

Founded: 1996. Description: UpShot Sales helps to improve the accuracy of sales forecasts and reports with the most flexible forecasting functionality available on the market. It has real-time visibility in order to instantly see what’s happening in the sales pipeline for better forecasts, faster adjustments. It also has an opportunity-centric design which has effective tools that help to focus on the right deals, so the sales team closes business faster.


FX: (650)564-9780 E-mail: [email protected] URL: http://www.upshot.com Contact: Keith Raffel, Chairman and Founder

51 Columbia Aliso Viejo, CA 92656 PH: (949)362-5800 TF: 800-964-7674 FX: (949)362-2300 E-mail: [email protected] URL: http://www.smithmicro.com Contact: William W. Smith, Jr., President, CEO, Chairman Founded: 1982. Description: VideoLink(R) Pro quickly and cost-effectively turns any Windows PC into a videoconferencing station whether it’s connected across the Internet or over a network. It features an easy set-up and it takes advantage of the extensive multimedia capabilities of the PC platform to deliver high quality audio and video. Standards compliant H.323 v3 solution provides real time audio, video and chat.

❚ 1028

UPSHOT XE UPSHOT

1161 San Antonio Rd. Mountain View, CA 94043 PH: (650)623-2200 FX: (650)564-9780 E-mail: [email protected] URL: http://www.upshot.com Contact: Keith Raffel, Chairman and Founder

❚ 1031

Founded: 1996. Description: UpShot XE was developed to meet the custom needs of larger organizations or divisions of billion dollar corporations. UpShot XE extends the capabilities of UpShot Sales and UpShot Marketing to provide larger organizations with an infrastructure comprised of XML APIs for integration with other best of breed applications, multiple, customized views tailored to the needs of different organizations, advanced reporting and analytics, and a workflow engine to automate business processes. It can be deployed in days into the system and standardize sales and marketing processes, information, and workflow across departments, divisions, and external channels. It can easily be configured and customized to fit tthe specialized needs of the company. It can also be quickly integrated with

VIGNETTE V6 ADVANCED DEPLOYMENT SERVER VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO Founded: 1995. Description: Vignette V6 Advanced Deployment Server is a solution for companies that require an enterprise wide development, testing, and production system

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for their business applications. Vignette V6 Advanced Deployment Server is a powerful asset and application deployment system that enables businesses to coordinate the production effort of geographically distributed teams of application developers, content contributors, quality assurance personnel, and administrators to create, test, and deploy content and other digital assets through a secure staging environment.

❚ 1032

VIGNETTE V6 CONTENT COLLABORATION SERVER VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO Founded: 1995. Description: Vignette V6 Content Collaboration Server is a standards-based solution that enables companies to establish and maintain customized, automated and personalized exchanges of content with business partners, customers and remote employees. It provides the ability to manage partner and subscription information, enforce content exchange policies, transform content to multiple formats and syndicate or exchange content through automated channels. As such, it can be a solution for any organization driving to increase revenue and reduce costs by leveraging their rich, branded and differentiated content beyond the browser and beyond the boundaries of the enterprise to more effectively communicate and engage with suppliers, distributors, manufacturers, customers, partners, and different business units.

❚ 1033

VIGNETTE V6 CONTENT SUITE VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO Founded: 1995. Description: Vignette V6 Content Suite is an open, scalable, reliable, secure and easy-to-manage solution with which organizations can deploy dynamic Web applications using content from any data source. With an end goal of building effective online relationships, users need to effectively execute throughout all the phases of the content management lifecycle.

❚ 1034

VIGNETTE V6 MULTI-CHANNEL COMMUNICATION SERVER VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO Founded: 1995. Description: Vignette V6 Multi-Channel Communication Server provides an enterprise platform for developing mobile e-business applications that manage relationships with customers, partners, and employees via multiple electronic touch-points. Vignette V6 Multi-Channel Communication Server enables the proactive distribution of personalized content and provides closed-loop interaction with an e-business audience via e-mail, pagers, mobile phones, PDAs, and other touch-points.

❚ 1035

VIGNETTE V6 MULTISITE CONTENT MANAGER VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO Founded: 1995. Description: Vignette V6 Multisite Content Manager will collect and organize the raw material for Web sites. It enables users to aggregate content distributed across multiple sources, reducing problems with latency, performance and security. The software also provides predefined content types and taxonomies, reducing development efforts and providing the ability to quickly add intelligence to content by categorizing and contextualizing information.

❚ 1036

VIGNETTE V6 RELATIONSHIP MANAGEMENT SERVER ADVANCED EDITION VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO

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❚ 1037

VIGNETTE(R) V6 ENTERPRISE ADAPTERS VIGNETTE

1601 S MoPac Expy. Austin, TX 78746-5776 PH: (512)741-4300 TF: 888-608-9900 FX: (512)741-1403 E-mail: [email protected] URL: http://www.vignette.com Contact: Greg Peters, Chairman and CEO Founded: 1995. Description: The Vignette V6 Enterprise Adapters help users get the most out of an investment in SAP, Siebel, PeopleSoft and J.D. Edwards, by providing a solution for integrating information and business rules from these powerful applications into a content lifecycle. Using a point-and-click, graphical interface, users can quickly leverage these enterprise systems as a part of compelling, content-rich internet applications that support effective online relationships with customers, employees and business partners. The Vignette V6 Enterprise Adapters not only expose more of the assets and functionality of SAP, Siebel, PeopleSoft and J.D. Edwards than any other content management solution, they also make it easy to use these assets, through a graphical workbench for designing and deploying automated adapter processes without writing any code. As a result, the Vignette V6 Enterprise Adapters are an ideal solution for businesses wanting to make the most of their investments, reduce costs, shorten time-to-deployment and increase revenue through more efficient and profitable online interactions.

❚ 1038

VIRTUAL STORE TRIVERSITY INC.

3550 Victoria Park Ave.Ste. 400 Toronto, ON, Canada M2H2N5 PH: (416)791-7100 TF: 888-287-4629 FX: (416)791-7101 E-mail: [email protected] URL: http://www.triversity.com

synchronized transaction management and merchandising programs across all channels and to meet thecustomer where and when they want to buy.

❚ 1039

VIRTUAL TERMINAL FIRST ATLANTIC COMMERCE LTD.

Par-La-Ville Pl. Ground Floor 14 Par-La-Ville Rd. Hamilton 08, Bermuda PH: (441)296-5598 FX: (441)295-6855 E-mail: [email protected] URL: http://www.firstatlanticcommerce.com Founded: 1998. Description: First Atlantic Commerce merchants use the virtual terminal for regular administration of transactions moving through their site once integrated with cGate Products. Merchants are provided with a unique logon ID and password to access their virtual terminal to conduct administrative tasks, such as credits, returns, producing reports, extracting data and inquiring into previously processed transactions and batches. Because the virtual terminal can be implemented without the need for separate software or programming on the part of the merchant, it can be used with any Windows-based computer operating system where access to the Internet is available.


Founded: 1995. Description: Vignette V6 Relationship Management Server Advanced Edition empowers business users to be more efficient when attracting new customers and retaining visitors. Vignette V6 Relationship Management Server Advanced Edition allows enterprises to control delivery of the right content to the right person at the right time. Vignette V6 Relationship Management Server Advanced Edition is tightly integrated with the rest of Vignette content lifecycle solutions, enabling more efficient content production and delivery resulting in a more effective online relationship.

❚ 1040

VISTA PLUS QUEST SOFTWARE, INC.

8001 Irvine Center Dr. Irvine, CA 92618 PH: (949)754-8000 FX: (949)754-8999 E-mail: [email protected] URL: http://www.quest.com Contact: Vincent C. Smith, Chairman and CEO Founded: 1987. Staff: 1600. Description: Vista Plus allows the user to manage all of the electronic information in the organization, archive it in a central repository, and deliver it to users in any location in a variety of formats. The Vista Plus Interface for Oracle E-Business Suite further speeds deployment, reduces administration costs, and increases accuracy by automatically synchronizing information between the ERP system and the Vista Plus enterprise repository.

❚ 1041

VISUAL AUCTION BEYOND SOLUTIONS INC.

Founded: 1990. Description: The Virtual Store component of the Triversity Transactionware suite extends store-level point-of-sale (POS) transaction processing to the Internet. Transactions are captured whether a customer buys on-line, from retail, or any combination thereof. Virtual Store allows

6301 Beach Blvd., Ste. 204 Buena Park, CA 90621 PH: (714)522-7553 FX: (714)522-6102 E-mail: [email protected] URL: http://www.beyondsolutions.com

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Founded: 1997. Description: Visual Auction software is a customizable auction software. It addresses the need for C2C (an eBay style auction), B2C (where a business auctions their own goods) or B2B (where a business is auctioning products or services to other businesses). All versions, except for EZ, also support a reverse auction format as well.

a zero deployment client to minimize barriers to entry for smaller trading partners.

❚ 1044

VOYAGER FULFILL LOGILITY INC.

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)261-9777 TF: 800-762-5207 FX: (404)264-5206 E-mail: [email protected] URL: http://www.logility.com Contact: J. Michael Edenfield, CEO and President

❚ 1042

VISUAL ELK STAY IN FRONT, INC.

107 Little Falls Rd. Fairfield, NJ 07004-2105 PH: (973)461-4800 TF: 800-422-4520 FX: (973)461-4801 E-mail: [email protected] URL: http://www.stayinfront.com Contact: Thomas R Buckley, CEO Description: Visual Elk, StayinFront’s Customer Relationship Management (CRM) system extends the boundaries of existing enterprise customer relationship management solutions. An enterprise-wide solution, Visual Elk can be rapidly implemented to manage and integrate all aspects of customer interaction, including sales, marketing, customer support applications and the Web. This class of software allows organizations to implement customer-centric solutions and focuses the enterprise on the customer. Visual Elk has an intuitive interface designed to reduce the learning curve needed to gain maximum return from a CRM solution. Individuals can easily assemble their own custom views to support their individual work practices while retaining corporate processes.

❚ 1043

VOYAGER COLLABORATE

Description: Voyager Fulfill extends collaboration to trading partners who manage transportation and distribution centers. Voyager Fulfill can synchronize vital functions throughout fulfillment operations, share real-time order fulfillment communications with customers, suppliers and carriers. Voyager Fulfill includes tools to manage communications related to customer orders, freight shipments, suppliers’ products and more-all from an inventory and shipping perspective.

❚ 1045

VOYAGER SELECT LOGILITY INC.

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)261-9777 TF: 800-762-5207 FX: (404)264-5206 E-mail: [email protected] URL: http://www.logility.com Contact: J. Michael Edenfield, CEO and President

LOGILITY INC.

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)261-9777 TF: 800-762-5207 FX: (404)264-5206 E-mail: [email protected] URL: http://www.logility.com Contact: J. Michael Edenfield, CEO and President Description: Voyager Collaborate fully supports and significantly extends the Voluntary Interindustry Commerce Standards (VICS) Association’s CPFR guidelines for collaborative planning, forecasting and replenishment and supply chain optimization. Voyager Collaborate delivers supply chain visibility and decision support that allows companies to proactively and efficiently plan their businesses with customers and suppliers. Voyager Collaborate provides an advanced collaborative business process framework that flexibly automates and manages collaboration between buyers and sellers throughout the supply chain in areas such as sales and order forecasting, planning, exception and alert notification, promotion planning and business trend analysis. Voyager Collaborate can be implemented in both private company portals and public trading exchanges and provides

Description: Logility Voyager Select enables public Net Markets and private portals to manage logistics needs between customers, suppliers, shippers and carriers, optimizing transportation performance and pricing.

❚ 1046

VOYAGER XPS LOGILITY INC.

470 E Paces Ferry Rd. Atlanta, GA 30305 PH: (404)261-9777 TF: 800-762-5207 FX: (404)264-5206 E-mail: [email protected] URL: http://www.logility.com Contact: J. Michael Edenfield, CEO and President Description: Logility Voyager XPS is an Internet-based B2B Collaborative Commerce application that allows the user to implement a business process for collaborative planning, forecasting and replenishment (CPFR) both within the enterprise and extending beyond the enterprise to trading

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URL: http://www.waveset.com Contact: Mike Turner, CEO and Founder Founded: 2000. Staff: 35. Description: Waveset Lighthouse, the company’s market-entry product, is an access management automation solution that spans web- and legacy-based environments. Lighthouse securely manages access privileges to enterprise information systems for internal and external users. The product integrates account and password management, directory management and web single sign-on capabilities.

❚ 1047

VPN SOLUTIONS DORADO SOFTWARE

15 Auto Plaza Dr. Folsom, CA 95630 PH: (916)673-1100 TF: 888-939-9959 FX: (916)673-1044 E-mail: [email protected] URL: http://www.doradosoftware.com Contact: Tim Sebring, Founder and CEO

❚ 1050

WEB BROKER Founded: 1998. Description: VPN solutions includes event interfaces for collaborative Web services over Layer 2 and Layer 3 IP or MPLS models. They address circuit cross connects for Layer 2 switching, MPLS tunneling, stitching MPLS LSP, and the proposed Kompella and Martini Drafts. VPN Solutions supports the entire creation and management of Internet, Intranet, and Extranet services, managed network services, and content-related services such as Web-hosting, mail service, and secure remote access. VPN solutions allow multiple Intranets and Extranets for different user entities with varying levels of group memberships to access virtually enabled private network services to satisfy a shared technology requirement. These solutions enable deployment of wide-scale VPN services with Layer 3 IP intelligence with the speed of Layer 2, enabling traffic forwarding to actively participate in partitioning and inter-VPN membership control without using overlay models to establish connectivity.

❚ 1048

WAREHOUSE MANAGEMENT (DCS)

INTERWORLD CORP.



partners. Logility Voyager XPS offers real-time, global, secure and simultaneous communication.

Founded: 1995. Staff: 350. Description: InterWorld Web Broker is a software application that provides Enterprise Commerce sites with 24x7 availability through load balancing and intelligent load distribution of requests across multiple servers. It provides a high level of availability and fault tolerance by enabling the user to balance traffic and load among available servers, supporting capacity planning and server administration. Web Broker’s automated failover capabilities intelligently routes requests to available servers enabling the user to support peak purchasing periods, with no single point of failure.

YANTRA CORP.


❚ 1051

WEB CONTENT MANAGEMENT FILENET CORPORATION

Founded: 1995. Staff: 200. Description: Warehouse Management (DCS) provides a scalable solution for warehousebased and high-volume pick, pack, personalize, and ship operations. Designed to make distribution operations more efficient and cost-effective, it includes transportation, yard, and world-class logistics management.

❚ 1049

WAVESET LIGHTHOUSE WAVESET TECHNOLOGIES INC.

6850 Austin Center Blvd., Ste. 205 Austin, TX 78731 PH: (512)338-1818 FX: (512)338-1138 E-mail: [email protected]

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: With FileNET Web Content Management (WCM), Web sites can be created quickly and easily with existing resources and skills, and then update global Web site content dynamically. FileNET WCM reduces Web site development costs by offering outof-the-box functionality that is simple and easy for all content contributors to use. Users throughout the enterprise can easily design, create, review, manage, and update Web site content. At the same time, FileNET WCM provides administrators with sophisticated control over user access and security.

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❚ 1052

WEB CONTENT MANAGEMENT AIVIA, INC.

3100 McKinnon St., Ste. 1000 Dallas, TX 75201-7007 PH: (214)720-4300 FX: (214)720-4301 E-mail: [email protected] URL: http://www.aivia.net Contact: Randy Marvel, President and CEO Founded: 1996. Description: AIVIA’s WebCM is a tool that enables anyone in a company with basic computer skills to add, change or remove content from its web site. The user can determine who is able to write text, add images, create new pages and who is able to approve those changes. Lastly, the user can control when those changes are published on the web site. The benefits of using WebCM include: reducing maintenance costs for the web site, shortening the time it takes to make updates, empowering subject matter experts within the organization to manage content directly, and reducing the workload on the web master and IT staff

❚ 1053

WEB DEVELOPMENT KIT DOCUMENTUM

6801 Koll Center Pky. Pleasanton, CA 94566 PH: (925)600-6800 TF: 800-607-9546 FX: (925)600-6850 E-mail: [email protected] URL: http://www.documentum.com Contact: Jeffrey A. Miller, President and CEO Founded: 1990. Description: Documentum Web Development Kit gives developers a tool for rapid development of custom Web applications that leverage the reliability of Documentum 4i eBusiness Platform. Built on an extensible J2EE framework, WDK provides a familiar development environment that allows developers to easily create or customize reusable components that encapsulate standardized functions or incorporate functionality provided by other Documentum components.

❚ 1054

WEB PUBLISHER FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: FileNET’s Panagon Web Publisher is a suite of software products that keeps all of the information posted on a Web site current and accurate. It ensures that authors do what they do best: generate Web content in their own familiar applications. And it

allows Webmasters do what they do best: administer the site and maintain its ‘‘look and feel.’’ Panagon Web Publisher is an advanced Web content management solution that leverages FileNET’s integrated document management (IDM) software to help cost-effectively create and maintain HTML or XML Web sites.

❚ 1055

WEB SALESPERFORMER FIREPOND, INC.

890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chairman and CEO Founded: 1983. Description: Web SalesPerformer is an Internet-ready sales configuration system for Internet selling. Web SalesPerformer provides out-of-the-box product configuration, needs analysis and pricing functionality, and a scalable and web platform to sell complex, high-margin products at a lower cost. With Web SalesPerformer the user can combine the benefits of the traditional face-to-face sale with the convenience, availability and reach of the Internet. The user’s web site can guide and facilitate multiple, concurrent sales interactions, spot opportunities for cross selling and give each customer a tailored buying experience.

❚ 1056

WEB SERVICES FILENET CORPORATION

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: Panagon Web Services provides the user with immediate access to documents through a standard Internet browser. It is the core product and development platform for Panagon eContent and eProcess management. With Panagon Web Services the user can electronically view, manage, share, revise, and distribute virtually all document types - including fax, word processing, spreadsheets and scanned paper documents, HTML forms, computer-generated reports, electronic data interchange (EDI) information, and even audio and video clips.

❚ 1057

WEB SERVICES DEPLOYMENT PLATFORM DORADO SOFTWARE

15 Auto Plaza Dr. Folsom, CA 95630 PH: (916)673-1100

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WEBANALYST MEGAPUTER INTELLIGENCE INC.

Founded: 1998. Description: Oware Web Services Deployment Platform allows a simple but powerful way to create, execute and manage applications and the Web Services that take advantage of them. With the Oware Web Services Deployment Platform, simply design the desired characteristics of the application to offer and Oware does the rest. They have taken the complexities out of the entire application creation, execution and management cycle and put them into Oware. It is like a system that contains application services, execution components, middleware, data management, communications interfaces and distribution services already integrated and ready to run in a production environment.

120 W 7th St., Ste. 310 Bloomington, IN 47404 PH: (812)330-0110 FX: (812)330-0150 URL: http://www.megaputer.com Founded: 1993. Staff: 30. Description: WebAnalyst integrates the data and text mining capabilities of Megaputer’s analytical software directly into a designated website, enabling individualized, automated targeted marketing; automatic discovery and implementation of cross-sell opportunities; and extensive, customized data collection. WebAnalyst profiles website resources using text analysis techniques, applies data and text mining algorithms to determine visitor interests and preferences, and then identifies resources to serve each visitor at every moment - all behind the scenes, completely automated, and available 24-7-365.

❚ 1058

WEB STORE

❚ 1061

IFS, INDUSTRIAL AND FINANCIAL SYSTEMS AB

WEBCACHE


DOCUMENTUM

Founded: 1983. Staff: 3550. Description: IFS Web Store is an out-of-the-box solution for web-based shopping. It provides a variety of ways of searching for and selecting products, price and availability checks, customer registration, as well as order tracking. It is secure, cost effective and fast.

❚ 1059

WEB WORKS STAY IN FRONT, INC.




❚ 1060

TF: 888-939-9959 FX: (916)673-1044 E-mail: [email protected] URL: http://www.doradosoftware.com Contact: Tim Sebring, Founder and CEO

Founded: 1990. Description: WebCache is a content caching component that provides high-speed, Internet-scale content delivery. WebCache automatically exports approved content and metadata from Documentum 4i eContent Server to a cached repository, typically residing between a highsecurity corporate firewall and an external firewall on the Internet side. By pre-fetching content and metadata to a cached repository that conforms to common file structure and database formats, WebCache enables rapid access by personalization, application, or commerce servers for generating and displaying sophisticated HTML. The WebCache repository serves both general and personalized content and stores snapshots of Web sites at defined points in time, enabling easy rollback to previous versions. WebCache is included as part of Site Delivery Services.

❚ 1062

WEBDNA COMMERCE EDITION SMITH MICRO SOFTWARE INC.

Description: Web Works provides both a platform to deliver highly integrated eBusiness solutions as well as a browser based, or thin client, CRM application. As with all products from StayinFront, Web Works is designed to be rapidly configured and will deliver a system which will fit the eBusiness or CRM requirements. Customers, distributors, employees and prospects connecting to a web site can be immediately and personally recognized and managed appropriately.

51 Columbia Aliso Viejo, CA 92656 PH: (949)362-5800 TF: 800-964-7674 FX: (949)362-2300 E-mail: [email protected] URL: http://www.smithmicro.com Contact: William W. Smith, Jr., President, CEO, Chairman

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Founded: 1982. Description: WebDNA Commerce Edition, formerly WebCatalog and WebMerchant, allows users to quickly and easily create, improve, and administer eCommerce websites without having to use complex languages such as ASP or Java. Commerce Edition supports the development of any number of eCommerce sites, and includes back office order management and payment authorization capabilities as well as a wizard for easy storefront creation. Some key features are: the ability to build an unlimited number of sophisticated eCommerce web sites right from a browser, it includes a high speed internal database as well as industry standard SQL connections, StoreBuilder sites are automatically WAP-enabled to attract new wireless customers, has true multi-platform support including Windows, Mac and UNIX, and can upload product graphics right from a browser.

E-mail: [email protected] URL: http://www.webmethods.com Contact: Phillip Merrick, Chairman and CEO Founded: 1996. Staff: 276. Description: webMethods B2B for Partners is a standards-based software solution that links key customers, buyers and suppliers to online, business-tobusiness marketplaces (portals). Specifically, the software supports both hub-and-spoke and multi-seller/multi-buyer architectures for partner integration.

❚ 1066

WEBMETHODS B2B FOR PORTALS WEBMETHODS INC.

3877 Fairfax Ridge Rd., 4th Fl. Fairfax, VA 22030 PH: (703)460-2500 E-mail: [email protected] URL: http://www.webmethods.com Contact: Phillip Merrick, Chairman and CEO

❚ 1063

WEBLINK AUTHORIZE.NET CORPORATION

915 S 500 E, Ste. 500 American Fork, UT 84003 PH: (801)492-6450 FX: (801)492-6489 E-mail: [email protected] URL: http://www.authorizenet.com Founded: 1996. Description: Authorize.Net WebLink is a secure online payment-processing system that allows Internet-based businesses to authorize, process and manage credit card transactions directly from their Web site. There are no worries about the complicated software, hardware and expertise normally associated with enabling e-commerce. WebLink works in one of two ways: It either captures the necessary customer information (name, credit card number, etc.) from a merchant’s own secure transaction page, or it displays a customizable transaction page hosted on an Authorize.Net secure server, for the customer to fill out.

❚ 1064

Founded: 1996. Staff: 276. Description: webMethods B2B for Portals is a software solution that enables organizations to build and manage vast online business marketplaces serving thousands of trading partners. In essence, webMethods B2B for Portals lets all business partners connected to a B2B marketplace securely link operational systems and exchange transactions with each other, regardless of existing ERP and EDI systems, legacy applications, databases and Web sites.

❚ 1067

WEBMETHODS FOR ROSETTANET WEBMETHODS INC.

3877 Fairfax Ridge Rd., 4th Fl. Fairfax, VA 22030 PH: (703)460-2500 E-mail: [email protected] URL: http://www.webmethods.com Contact: Phillip Merrick, Chairman and CEO

WEBLINKS STS SYSTEMS

400 Ventura Dr. Lewis Center, OH 43035 PH: (614)840-1448 FX: (614)840-1401 E-mail: [email protected] URL: http://www.stssystems.com Founded: 1972. Description: WebLinks supplies the Web developer with tools that integrate a Web site with the wealth of information stored in the MarketWorks customer database.

Founded: 1996. Staff: 276. Description: webMethods B2B for RosettaNet is a cross-platform, business-to-business (B2B) integration software solution. It enables companies to leverage RosettaNet standards and realize the full potential of B2B integration with their business partners. With webMethods B2B for RosettaNet, companies can extend business applications beyond the enterprise to integrate those applications with the many enterprise resource planning (ERP) systems, supply chain management (SCM) systems, legacy applications, electronic data interchange (EDI) systems, databases and Web sites used by business partners.

❚ 1068

❚ 1065

WEBPRESS

WEBMETHODS B2B FOR PARTNERS

ECOM ENTERPRISES INC.

WEBMETHODS INC.

1230 Oakmead Pkwy., Ste. 318 Sunnyvale, CA 94085 PH: (408)720-9194 TF: 877-955-3266

3877 Fairfax Ridge Rd., 4th Fl. Fairfax, VA 22030 PH: (703)460-2500

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WEBRIDGE EXTRANET! WEBRIDGE INC.

Description: Web Content Management Tool is used to manage the content of a web site. The benefits include OnPageTM, an in-line content editing tool and WYSIWYG editing tools. It has the ability to be used in a collaborative work environment, integrates into the existing website, and has the scalability to meet the needs of a growing business.

1925 NW AmberGlen Pky., Ste. 400 Beaverton, OR 97006 PH: (503)601-4000 TF: 800-590-5400 FX: (503)601-4001 URL: http://www.webridge.com Contact: Gary Fielland, Chairman of the Board Founded: 1996. Staff: 100. Description: Webridge Extranet! is designed for companies who are wanting to open their companies 25 hours each day to their customers and partners. It has modular functionality, content management,commerce and relationship manager applications that are flexible enough for companies to augment processes and spread expenses over time as business usage patterns mature. Webridge Extranet! provides the necessary process support to present product catalogs, pricing and take orders over an extranet.

❚ 1069

WEBPUBLISHER DOCUMENTUM


❚ 1072

WEBSHIP OPTUM, INC.

Founded: 1990. Description: Web Publisher is an easy-touse interface for Web site content creation and editing that empowers business users and eliminates the bottlenecks associated with Web content publishing. WebPublisher enables content contributors, managers, and Web site administrators to create, manage, and administer Web sites easily, enabling rapid deployment of e-business applications.


❚ 1071

FX: (408)720-9195 E-mail: [email protected] URL: http://www.ecomenterprises.com

11 Martine Ave., Ste. 1175 White Plains, NY 10606 PH: (914)993-3400 FX: (914)287-7350 URL: http://www.optum.com Contact: David J. Simbari, President and CEO Founded: 1985. Staff: 310. Description: WebShip is an Internet-based transportation management application that facilitates and expedites the daily shipment of small parcel and LTL shipments. Developed to integrate seamlessly with existing enterprise applications, WebShip gives manufacturers, distributors and e-commerce intermediaries the ability to preserve brand identity while shipping products directly to customers from next-tier suppliers.

❚ 1070

WEBPUBLISHER PRO DOCUMENTUM


❚ 1073

WORKFLO FILENET CORPORATION

Founded: 1990. Description: WebPublisher Pro is a browser-based interface with advanced global site management functionality, enabling Web administrators to review versions of one or more sites at any phase in the staging or production process. Administrators can manage multiple staging and deployment configurations and provide work-inprocess and staging areas for development and contribution teams. To help administrators monitor Web sites, WebPublisher Pro provides a set of predefined reports and allows for additional customized reports. With WebPublisher Pro, site administrators can speed content deployment and cut time to Web.

3565 Harbor Blvd. Costa Mesa, CA 92626-1420 PH: (425)893-7000 FX: (425)893-7330 URL: http://www.filenet.com Contact: Lee D. Roberts, Chairman of the Board and CEO Founded: 1982. Staff: 1800. Description: FileNET’s Panagon WorkFlo Services is a world-class process improvement solution for mission-critical, high-volume business processes. This versatile Web-enabled product offers an innovative means to ensure that the organization’s tactical and strategic requirements for eBusiness procedures and eProcess management can be met.

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❚ 1074

❚ 1077

WORKFORCE MANAGEMENT

XML INTEROPERABILITY FRAMEWORK

J.D. EDWARDS

YANTRA CORP.



Founded: 1977. Description: J.D. Edwards Workforce Management is a strategic solution that is tightly integrated with solid enterprise resource planning (ERP) functionality. Tools are provided that are needed to deliver more effective customer service to the workforce through Web-based Employee and Manager Self-Service applications, as well as collaborative workflows that streamline approval processes and transactions.

❚ 1075

Founded: 1995. Staff: 200. Description: XML Interoperability Framework provides a uniform interface to all systems through a standard set of XML messages while shielding the complexities of data transport services. The Framework enables most widely used communications methods including EJB, COM/DCOM, HTTP, JMS and FTP. It is architected to allow new communication methods to be plugged in without affecting other parts of the system. The communication types supported today include EDI, XML, E-mail, Fax, Pager Service and Wireless as well as providing adaptors into industry leading EAI tools. All integrations into and out of the Yantra applications are managed through the integration framework.

WORKMOVR A-FRAME SOFTWARE COMPANY INC.

❚ 1078

7765 Healdsburg Ave., Ste. 6 Sebastopol, CA 95472-3355 PH: (707)823-4083 FX: (707)823-4437 E-mail: [email protected] URL: http://www.a-frame.com

XPDT SYNGISTIX

Founded: 1990. Staff: 30. Description: A-Frame’s WorkMovr software package is designed around the database and API Set. WorkMovr capitalizes on the complexity and scalability of today’s database software products to enable sophisticated work allocation powered by the database engine.

❚ 1076

XCHANGE REAL TIME XCHANGE, INC.

1 Lincoln Pl. 89 S St. Boston, MA 02111 PH: (617)737-2244 FX: (617)443-9143 E-mail: [email protected] URL: http://www.xchange.com Contact: Andrew J. Frawley, Founder and Chairman of the Board

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com Contact: Scotte C. Hudsmith, President and CEO Founded: 1976. Description: XPDT is software designed to support newer trading exchange business models with a focus upon event-driven, real-time communications. XPDT extends the distribution model for Trade Exchanges, Buying Groups, National Accounts and companies that sell-sourceship(S3) through alternative or strategic warehouses. XPDT provides companies with the ability to flexibly configure how they want to do business with customers and suppliers. XPDT has two standard business engines, the Commerce Engine and the Collaboration Engine that are used to drive transactions based upon rules and relationships between the distributors’ locations, customers and suppliers.

❚ 1079

XPDTEC Founded: 1994. Description: Xchange Real Time (formerly neXtricity) provides a conduit for rapid two-way dialogue between companies and customers, and serves as a bridge for cross-channel, enterprise integration. Xchange Real Time gives companies a complete view of customer interactions across all channels, from the Web to the call center. Marketers can leverage this data to make better-informed customer communications decisions in real-time.

SYNGISTIX

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com

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❚ 1080

X!TE

❚ 1082

2F3 INTERNET 1 Northfield Grove Edinburgh EH87RL, United Kingdom PH: 44 131 468 4684 E-mail: [email protected] URL: http://www.2f3.com Description: 2F3 Internet is an e-commerce company based in Edinburgh. They offer a design partner programme, web design and other internet services.

SYNGISTIX

5340 S Quebec St., Ste. 300 Englewood, CO 80111 PH: (303)889-4500 TF: 800-735-2511 FX: (303)889-4533 E-mail: [email protected] URL: http://www.syngistix.com Contact: Scotte C. Hudsmith, President and CEO

❚ 1083

2LINK CONSULTING INC.

Founded: 1976. Description: X!TE is an enterprise software suite that provides end-to-end supply chain management for today’s distributors. X!TE delivers comprehensive business applications for traditional durable goods distribution, supporting the Buy-Hold-Ship model for distribution. It supports internal operational efficiencies for all facets of the enterprise including order management, inventory management, purchasing, warehouse management and accounting. It is built in a full Microsoft Windows desktop environment.

2646 Durfee Ave., Ste. 268 El Monte, CA 91732 PH: (626)452-8000 TF: 877-992-5465 FX: (626)452-8100 E-mail: [email protected] URL: http://www.2link.net


Founded: 1976. Description: XPDT Commerce is a Windows 2000 Server product that enables initiated orders. It features a complete product catalog and high-volume order processing engine. XPDT Commerce helps organize and publish the offered items.

Founded: 1997. Description: 2Link is dedicated to providing Internet solutions to solve today’s online demands from businesses. Our structured business methods bring together experienced professionals, proven technology, and education to help businesses successfully implement strategic endeavors on the Internet. Services include: Web Hosting, E-Commerce, Web Design, Domain Registration & Redirecting, and Network Services.

CONSULTANTS ❚ 1081

❚ 1084

1 EDI SOURCE INC.

3RD MILLENIUM TECHNOLOGIES INC.

141 E Main St. Kent, OH 44240 PH: (330)676-6700 TF: 877-334-1334 FX: (330)676-9098 E-mail: [email protected] URL: http://www.1edisource.com

2100 Mesa Valley Way, Ste. 905 Austell, GA 30106-8148 PH: (770)745-6068 FX: (770)739-4449 E-mail: [email protected] URL: http://www.3rdmtech.com

Description: Established to provide affordable EDS (Electronic Data Interchange) solutions and expert EDI advice to companies of all sizes. EDI is the electronic exchange of routine business transactions. Transactions include such documents as purchase orders, invoices, inquiries, planning, acknowledgements, pricing, order status, scheduling, test results, shipping and receiving, payments, and financial reporting. Industries that use EDI are retail, insurance, education, entertainment, mortgage banking, and numerous departments of the U.S. Government. HIS In its twelfth year of business, boasts more than 1000 clients -ranging from the independently owned, one-person operation to international corporations.

Founded: 1999. Description: 3RD MILLENNIUM TECHNOLOGIES, INC. is a software development and consulting firm that provides custom software enhancements, web design and development, and full life-cycle development of software applications.3RD MILLENNIUM seeks to provide software and web solutions to corporations. Specializing in Client-Server and Web-Enabled Applications, 3RD MILLENNIUM will develop or enhance their client’s software application according to their needs. 3RD MILLENNIUM provides an array of services including: business requirements analysis, application deployment, software development, partner web hosting, associate training, web development, customer support, and advertising.

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❚ 1085

❚ 1088

3STONE

4E-STRATEGY LTD.

2921 Canton Dallas, TX 75226 PH: (214)653-1120 FX: (214)741-1775 E-mail: [email protected] URL: http://www.3stone.com/

Manor Park Straines TW184XE, United Kingdom PH: 44 17 8446 3980 E-mail: [email protected] URL: http://www.4e-strategy.com

Founded: 1994. Description: 3Stone are professional and experienced eBusiness architects. They build interactive marketing communications and Internet-based eBusiness solutions. 3Stone combines business strategy and information technology to develop solid solutions for business Internet, Intranet, and Extranet systems. 3Stone has developed network-based solutions for clients in many industries, including telecommunications, media, publishing, bioinformatics, internet services, retail and healthcare.

Description: Provides services necessary to develop integrated e-commerce divisions or businesses. Services include consulting, global internet marketing, web design, rich media production, content management, globalization, fulfillment, and distribution.

❚ 1089

5B TECHNOLOGIES CORP. 100 Sunnyside Blvd. Woodbury, NY 11797 PH: (516)677-6100 FX: (516)677-6111 E-mail: [email protected] URL: http://www.5btech.com

❚ 1086

3T SYSTEMS INC. 6888 S. Clinton, Ste. 300 Greenwood Village, CO 80112 PH: (303)858-8800 TF: 800-443-7404 FX: (303)790-9784 E-mail: [email protected] URL: http://www.3tsystems.com Contact: Mr. Eddie Speir, Chief Executive Officer Description: 3t Systems offers information technology consulting services from its offices in Colorado and Washington. 3t Systems is a total solutions provider. They simplify the complicated and provide their clients with an ‘‘ala carte’’ approach to meeting their IT needs.

Description: 5B Technologies offers information technology services, such as e-commerce support, systems integration, and Web site development. 5B Technologies provides end-to-end technology solutions for their clients’ business needs.

❚ 1090

42 MANAGEMENT Bei den Muhren 66 20457 Hamburg, Germany PH: 49 172 8611081 FX: 49 1212 511286572 E-mail: [email protected] URL: http://www.42mc.com Contact: Mr. Wolfgang Sabathil

❚ 1087

3X CORP. 400 Perimeter Center Ter. NE, Ste. 900 Atlanta, GA 30346 PH: (770)392-4290 FX: (770)392-4289 E-mail: [email protected] URL: http://www.3x.com Contact: Mr. Doug Sekus, Managing Director

Founded: 2000. Description: Consults clients in handling the complexities of E-business. Develops and implements the appropriate E-business model, the web appearance and the technology for small and medium sized businesses and organizations. Provide services in the areas of e-business development, customer management, market research and Internet training.

❚ 1091 Founded: 1986. Description: A full-service provider of information technology services and solutions. 3X employs more than 100 consultants. 3X’s e-business teams specialize in consulting services with certified competencies including Java, Microsoft, Lotus Domino, WebSphere e-Commerce Suite, Delphi and others. Major Partners: IBM; Microsoft; Cisco; Lotus; Citrix; Relavis; Clear Technologies

121PLUS.COM 2 Club Buildings, Slough Rd. Datchet SL39AT, United Kingdom PH: 44 175 362 4121 FX: 44 709 231 1121 E-mail: [email protected]

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ABACUS WEB CONSULTING & DESIGN Description: 121plus.com provide advice and solutions for web design, web hosting, web marketing, website updates, domain registration, search engine submission, and Callsure personal telephone numbers for small businesses in the Thames Valley and East Berkshire areas of the United Kingdom.

30598 Rail Dr. Lebanon, MO 65536 PH: (417)286-3524 TF: 800-400-1533 E-mail: [email protected] URL: http://www.info.abacusweb.com Contact: Steve O’Brien, Owner Description: Internet consulting services offered include World Wide Web site design, HTML programming, graphic design, and scanning.

❚ 1092

180I INC. 2059 Camden Ave., Ste. 150 San Jose, CA 95124 TF: (866)488-1804 E-mail: [email protected] URL: http://www.180i.com

❚ 1096

ABTECHS DIGITAL SOLUTIONS

Description: A full service e-business agency that plans, develops, and manages online solutions. Provides a variety of B2C and B2B commerce solutions that enable organizations to sell online quickly and effectively. Everything for e-commerce is available, including catalogs and pricing engines, approval workflow, billing management, customer account management, interactive shopping carts, integrated order processing and fulfillment, search capabilities and effective merchandising.

❚ 1093

THE A CONSULTING TEAM, INC. (TACT) 200 Park Ave. S, Ste. 901 New York, NY 10003 PH: (212)979-8228 FX: (212)979-8003 E-mail: [email protected] URL: http://www.tact.com

1st Edmonton Pl., Ste. 900 1065 Jasper Ave. Edmonton, AB, Canada T5J3S9 PH: (780)424-7971 FX: (780)424-8612 E-mail: [email protected] URL: http://www.abtechs.com Contact: Kelvin W. Wong, Principal


❚ 1095

URL: http://www.121plus.com

Description: Internet development specialists. Serves all markets and sensitive to the unique needs of the Aboriginal community. Specializes in web marketing, network design, strategic information, electronic commerce (Lotus Domino and NT Solutions). Geographic Area Served: Canada.

❚ 1097

ACA COMPUTER CONSULTING INC.

Founded: 1983. Description: The A Consulting Team (TACT) offers information technology (IT) services, distributes software, and provides computer training Their IT consulting services include database management, network design and implementation, Internet application development, Web site strategy and design, and technical support.

PO Box 164 Washington, NJ 07882-0164 PH: (908)689-9693 FX: (908)689-9693 E-mail: [email protected] URL: http://www.aca-comp.com Contact: J.R. Amsbaugh, President Description: A computer service company that specializes in servicing and supporting small businesses and municipalities in their computer and network needs. Offers web design. Geographic Area Served: New Jersey.

❚ 1094

A.B ONLINE ❚ 1098

494 Eastbrooke Ln. Rochester, NY 14618 PH: (716)256-0918 E-mail: [email protected]

ACA GROUP

Description: Designs web pages. Offers Internet and systems consulting. Handles Internet maintenance.

PO Box 220782 Newhall, CA 91322 TF: 888-262-1727 URL: http://www.theacagroup.com

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Members: 6. Description: The ACA Group is an alliance of trained consultants and instructors providing in-house training in Total Quality Management or Process Improvement, ISO 9000, Lean Manufacturing, Train The Trainer, Customer Service and Business and Management. They also provide Management Consulting and Systems Implementation.

Revenue: US$8,900,000,000. Staff: 62833. Description: Management and technology consulting firm. Services include business re-engineering, data system design and implementation, customer service system consulting, Internet sales system research and design and strategic planning.

❚ 1102

ACCESS DEVELOPMENT CORP.

❚ 1099

THE ACA GROUP PO Box 220782 Newhall, CA 91322 TF: 888-262-1727 E-mail: [email protected] URL: http://www.theacagroup.com Contact: Ray Blinde, Certified Practitioner

1012 West Beardsley Pl. Salt Lake City, UT 84119 PH: (801)974-3033 TF: 800-854-0324 FX: (801)974-0801 E-mail: [email protected] URL: http://www.accessdevelopment.com

Description: The ACA Group provides online business improvement solutions that include: in-house and online training; management consulting services; systems requirements analysis; and systems implementations. They also provide customized training including e-commerce assessment, action planning and implementation for improvement as well as call center sales and management workshops.

Founded: 1984. Description: Access Development Corp. works as a "silent partner" building name recognition and goodwill for the companies they serve specializing in the development of customer loyalty. Their behind-the-scenes supportive role and private-label services help clients build their brand equity and retain valued employees, customers and members. They also help clients build long-term customer loyalty and establish effective marketing channels.

❚ 1100

❚ 1103

ACACIA TELESERVICES INTL.

ACCESS INNOVATIONS INC.

Riverfront Research Pk. 1800 Millrace Drive Eugene, OR 97403 PH: (541)484-5545 TF: 800-225-4151 FX: (541)465-9406 E-mail: [email protected] URL: http://www.acaciaintl

PO Box 8640 Albuquerque, NM 87198-8640 PH: (505)265-3591 FX: (505)256-1080 E-mail: [email protected] URL: http://www.accessinn.com Contact: Jay Ven Eman, PhD, CEO

Description: Acacia Teleservices Intl. provides 1-800 customer services and Internet based services including web chat, auto responders and personalized email response. They can provide their client’s business with reduced business operating expenses through economies of scale and call center specialization, increased hours of operation resulting in increased sales and customer satisfaction via their 24 hour a day, seven day a week service and improved customer service with increased call capacity to eliminate busy signals and long hold times.

❚ 1101

Staff: 48. Description: An information management firm providing consulting, support, and project management services in the expert areas of: (1) database design and construction; (2) editorial abstracting and indexing, specializing in scientific and technical information; (3) development of customized machine-aided indexing software; (4) data capture via keying, scanning, and/or OCR (domestic or offshore services); (5) CD-ROM data preparation; (6) CD-ROM database production; (7) Internet and intranet production; (8) Web site design; (9) SGML, HTML, and XML tagging; (10) conversion of magnetic media from one system or application format to another, and (11) workflow and production methodology assessment. Serves the private and public sectors. Geographic Area Served: Worldwide.

ACCENTURE 161 N Clark St. Chicago, IL 60601 PH: (312)693-0161 FX: (312)652-0507 URL: http://www.accenture.com Contact: Joe W. Forehand, CEO and Chairman of the Board

❚ 1104

ACCOMANDO CONSULTING INC. 220 Jeniford Rd., Ste. LL Fairfield, CT 06430-4027 PH: (203)367-3306 FX: (203)367-5994

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Staff: 1. Description: Provides a full spectrum of management information consulting offering complete financial service marketing, operating and business planning capabilities with expertise in electronic commerce and payment systems development of debit, credit, pre-paid and smart cards, strategic planning and market assessment, product feasibility/ profitability studies, channel analysis, segmentation, cobranding, database marketing, and reserach. Seminars: Conducts workshops and training seminars on the latest trends in financial services. Geographic Area Served: Worldwide.

Description: Act3 Development is a Connecticut based consulting and technology development company. Consultants work to apply the correct technology to specific challenges encountered by their clients. They have existing products and services or they can customize new solutions.

❚ 1108

ACTIUMTECH

ACCORDANT INC.

Innovation House Millbrook Business Pk. Mill Ln. Rainford WA118LZ, United Kingdom PH: 44 1744 648650 FX: 44 1744 648651 E-mail: [email protected] URL: http://www.actiumtech.com

717 University Ave. Los Gatos, CA 95032 PH: (408)857-0667 FX: (408)399-6362 E-mail: [email protected] URL: http://www.accordantinc.com

Description: Actiumtech is an electronic payment solutions provider with a difference. Their systems are tailored to meet the real on-line trading needs of any type of business or public body. They assist businesses and public bodies reach markets and sectors that prefer not to use credit cards and for business-to-business transactions where trust is paramount in building successful business relationships.

Founded: 1999. Description: Accordant Inc. is a strategic consulting company specializing in customer relationship management for mid-market companies and the Telecom sector. They help their clients develop a CRM strategy and a good set of requirements.

❚ 1109

❚ 1105


E-mail: [email protected] URL: http://www.accomandoconsulting.com Contact: James L. Accomando, President

ACTIVE INTERNET TECHNOLOGIES, LLC (AIT) 1165 Main St., Ste. 350 East Hartford, CT 06108 PH: (860)289-3507 TF: 800-595-2469 FX: (860)289-3891 E-mail: [email protected] URL: http://www.a-it.com

❚ 1106

ACME INTERNET 4005 W 65th St., Ste. 220 Minneapolis, MN 55435 PH: (612)928-8828 TF: 800-332-0990 FX: (612)928-0868 E-mail: [email protected] URL: http://www.acmeinternet.com Contact: Julie Silverman, CTO Description: Microsoft certified solution provider. Provides web and ASP, hosting (shared and dedicated), and database development services for business to business web sites, ecommerce. Geographic Area Served: United States.

Description: Provides a complete business solution from designing and providing complete network systems and servicing your new or existing network to creating businessto-business catalogs, business-to-consumer catalogs, online registration sites, scheduling sites, multimedia and informational websites. Other services include web database integration, Internet development, Intranet development, web project management, interactive weblications, online marketing, e-commerce integration, e-business strategies, graphic developments and strategic consultancy. HIS A division of Connecticut Computer Service, Inc., providing e-business solutions for over sixteen years. Major Partners: Backsoft Corporation.

❚ 1107

ACT 3 DEVELOPMENT LLC 8 Huntington St., Ste. 142 Shelton, CT 06484 PH: (203)925-8555 FX: (203)926-0425 E-mail: [email protected] URL: http://www.act3development.com

❚ 1110

ACTIVE MIND INC. 1011 Virginia Dr., Ste. 101 Orlando, FL 32803 PH: (407)896-4638 FX: (407)897-1187

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E-mail: [email protected] URL: http://activemind.net Contact: Tommy Manley, President Description: Internet consulting services offered include World Wide Web site hosting, HTML coding, CGI PERL and CGI C programming, graphic design, scanning and training.

more efficient and applications faster and more available, scalable and manageable. ActualIT provide advice and solution for companies that are seriously committed to e-business, helping them to improve their businesses by enhancing the performance of their applications running on private networks or the public Internet.

❚ 1114

ADBO CONSULTING

❚ 1111

ACTIVE WEB SITE DEVELOPMENT 1895-5 Hudson Crossing Rd. Atlanta, GA 30084 PH: (404)327-8758 TF: 800-955-0932 E-mail: [email protected] URL: http://www.active-web-site-development.net Description: Active Web Site Development provides web site design and application development solutions for ecommerce, online training, e-business and other applications.

407-16 Camille Cir. San Jose, CA 95134 PH: (408)432-9047 FX: (408)432-3088 Contact: Bill Krosky, Principal Description: A full service web site consulting company. Designs, builds, deploys, and maintains web sites. Works with any size company from large enterprise organizations to small home based businesses including non-profits and civic organizations. Experience with e-commerce, forms, registrations systems, and much more that have been deployed on the Internet as well as company Intranets, and Extranets. Geographic Area Served: United States.

❚ 1112

ACTIVMEDIA INC.

❚ 1115

46 Concord St. Peterborough, NH 03458 PH: (603)924-9100 TF: 800-639-9481 FX: (603)924-7258 E-mail: [email protected] URL: http://www.ativmedia.com Contact: Jeanne Dietsch, Executive Vice President Description: Conducts custom and syndicated e-commerce research that guides business to profitable online positions. Dealing with global Internet trends since 1994. Special Seminars: ActivMedia’s Continuing Information Service is a subscription service giving clients online access to all syndicated research and hotline support with analysts. Geographic Area Served: Focused on English speaking countries worldwide.

THE ADCOCK GROUP PO Box 2017 Manhattan Beach, CA 90267-2017 PH: (310)545-9731 FX: (310)545-5939 E-mail: [email protected] Contact: Sharon L. Adcock, Owner Description: Offers marketing, sales and public relations consulting services, with expertise in the computer graphics, multimedia, visual effects, photographic, print and internet markets. Geographic Area Served: United States, Canada, Europe, and Australia.

❚ 1116

ADESTA.NET ❚ 1113

ACTUALIT LTD. 7 The Courtyard, Furlong Rd. Bourne End SL85AU, United Kingdom PH: 44 162 864 2100 FX: 44 162 864 2101 E-mail: [email protected] URL: http://www.actualit.com Description: ActualIT enable online enterprises to gain clear competitive advantage by understanding, managing and improving their e-performance.ActualIT deploy solutions that contribute at every stage towards making online systems

5356 Hillside Ave. Indianapolis, IN 46220 PH: (317)514-7979 E-mail: [email protected] URL: http://www.adesta.net Description: Adesta is an Indianapolis based e-commerce company that provides Internet strategy consulting and comprehensive enterprise web solutions to small-to-mid scale businesses in the US, Europe, Gulf, South Asia, and the Asia Pacific region. Adesta helps businesses identify how the Internet can be used to their competitive advantage, and utilizes its expertise in creative design, software development, and systems engineering to develop, deploy, maintain

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have a complete program of business development, marketing, sales force optimization and strategic management initiatives.

❚ 1120

ADNET LTD.

ADVANCED COMPUTING SOLUTIONS GROUP

14 Merrion Square Dublin 2, Ireland PH: 35 316 764262 FX: 35 316 764268 E-mail: [email protected] URL: http://www.adnet.ie Contact: Paddy Ryan, Managing Director Description: Adnet is a professional software engineering company, which provides online business-building capabilities to client companies. Adnet provides key technologies, skills, strategies and methodologies which organizations need in order to create, underpin, and grow their business activities in the online environment. The goal of Adnet is to be an eBusiness support department by providing the infrastructure, software and services necessary to operate and grow Internet, Intranet, and Extranet activities.

❚ 1118

ADSYSTECH INC. 1250 Maryland Ave., SW, Ste. 500 Washington, DC 20024 PH: (202)484-2481 FX: (202)484-2489 E-mail: [email protected] URL: http://www.adsystech.com Contact: Arnold Avant, President Revenue: US$9,000,000. Staff: 99. Description: CRM/call center integration, government financial management tools, e-commerce solutions, systems migration, program management and systems engineering and technical assistance. Special Seminars: Provides RDBMs, fourth generation programming, client/server architecture, GPS, and sensor-based systems. Geographic Area Served: Worldwide.

10512 19th Ave. SE, Ste. 200 Everett, WA 98208 PH: (425)357-8848 TF: 800-550-8007 FX: (425)379-0827 E-mail: [email protected] URL: http://www.acsgrp.com Contact: Ken Mozlowski, CEO Revenue: US$1,000,000. Staff: 10. Description: ACS Group is a full-service. Information and internet systems consulting and development firm specializing in meeting the database system needs of business and government for over 15 years. Our developers and consultants have both the experience and expertise to design, create and implement cost-effective and efficient data management solutions for a variety of industries and business functions. We provide integrated IS solutions using MS Office, Internet and Database products, such as MS Access, VB, ASP, XML.NET, COM, and SQL Server. Our focus is in the production of custom database applications that streamline, automate, and enhance an organization’s ability to use, analyze and manage its mission critical data. We have satisfied clients nationwide. ACS Group is Microsoft Certified Partners and Cognos Partners. In addition to the design and development of custom information systems, we specialize in conversion of legacy system to Windows/Web-base applications. Seminars: Managing Your Information - one day intensive workshop for managerial personnel. Special Seminars: MS Access, MS Office, SQL Server, Parasox, Rbase, Foxpro, ASP, XML, VB, Database Conversion, EDI, Oracle, Informax, Cognos Call products, and.NET. Geographic Area Served: United States, Canada, Europe and Asia.


and manage advanced Internet applications, solutions, and networks.

❚ 1121

ADVANCED ENGINEERING AND RESEARCH ASSOCIATES INC. (AERA) ❚ 1119

6350 Walker Ln., Ste. 100 Alexandria, VA 22310 PH: (703)922-4760 FX: (703)922-0821 URL: http://www.aera.com Contact: Mr. Edward Daffan, Chief Executive Officer

ADVANCE-SALES.COM 16307 Radley Ct. Houston, TX 77379 PH: (281)251-5662 FX: (281)251-7646 E-mail: [email protected] URL: http://www.advance-sales.com Contact: Jack Baxter, Consultant Founded: 1993. Description: advance-sales.com, formerly Advanced Sales Technologies, is a consulting firm specializing in sales, marketing, customer service and management. They work with small to medium sized organizations and

Founded: 1988. Description: Advanced Engineering and Research Associates (AERA) help government and commercial clients improve their organizational efficiency. The company provides services in information technology, acquisition logistics, systems engineering, interactive multimedia, and facilities engineering. Its areas of expertise address such topics as marine and aviation propulsion engineering, computer-based training, digital storage systems, and electronic

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performance support systems. Services include consulting, systems design, systems integration, and testing. AERA personnel provide a wide range of IT consulting and support. Their professionals can assist with help desk implementation and maintenance, network operation center support, HP-UX system administration, NT system administration, Oracle development and database support, security analysis, training and additional hardware and software support.

❚ 1122

❚ 1124

ADVANCED TECHNOLOGIES GROUP INC. (ATG) 1601 48th St., Ste. 220 West Des Moines, IA 50266 PH: (515)221-9344 FX: (515)221-1266 E-mail: [email protected] URL: http://www.a-t-g.com

ADVANCED NETWORK ENGINEERING CONSULTANTS LTD. (ANEC)

Description: Advanced Technologies Group offers Web design and technology consulting services to corporate clients and state government agencies.

PO Box 57 Derbyshire DE110ZT, United Kingdom PH: 44 1283 222121 FX: 44 1283 222130 E-mail: [email protected] URL: http://www.anec.co.uk

❚ 1125

Founded: 1994. Description: ANEC (Advanced Network Engineering Consultants Limited) is a UK registered company established in 1994. It is a vendor and manufacturer independent information systems consultancy specializing in voice and data network engineering and technical project management. They assist CEOs’ and MIS management to define, project manage and implement their strategic voice and data network solutions. Its consultants maintain membership of professional bodies, key manufacturer consultant groups and regularly participate in vendor training programs to bring you the best solutions and choice without product bias. ANEC consultants can assess, report and facilitate IS requirements and solutions for the establishment of new business operations and site upgrades for mergers, acquisitions and disposals through the generation and preparation of technology audits, bid documents, RFI’s and Statements of Work. ANEC consultants have designed and engineered innovative network solutions for well known national and international clients in such diverse industries as finance, food processing, pharmaceuticals, energy and heavy engineering.

ADVENT MANAGEMENT INTERNATIONAL LTD. 411 Old Baltimore Pke. Chadds Ford, PA 19317 PH: (610)388-9335 TF: 800-726-7985 FX: (610)388-9338 E-mail: [email protected] URL: http://www.getresults.com Contact: John J. Reddish, CMC, President Staff: 20. Description: Works with leaders and members of their teams who want to become their personal best to master growth, manage change and facilitate succession. Services include: strategic, succession, operational and marketing planning; process improvement and project management, standards certification preparation; merchant banking; executive search; and, management development. In support of its principal consulting staff, Advent maintains an international, multidisciplinary network of consultatns with extensive practical and academic backgrounds. Primary industries served: manufacturing, professional services, IT, industrial distribution and B2B e-commerce. Seminars: More than 150 offerings with 30 trainers. Distance learning options (web & cbt) available. Geographic Area Served: North America, Europe, and the Pacific Rim.

❚ 1123

ADVANCED SYSTEMS CONSULTANTS 32-34 Malew St. Castletown IM91AF, United Kingdom PH: 44 1624 825278 FX: 44 1624 829525 E-mail: [email protected] URL: http://www.advsys.co.im Founded: 1991. Description: Advanced Systems Consultants (ASC) was established in 1991 as a software development company addressing the emerging Windows operating environment. In the last 5 years they have developed into a business ISP. They are an Internet solutions company with a team providing high level Internet system consultancy and sophisticated solutions to their business clients. Solutions range from simple networked Internet access to complex de-militarized zones.

❚ 1126

AEGIS COMMUNICATIONS GROUP INC. 7880 Bent Branch Dr., Ste. 150 Irving, TX 75063 PH: 800-332-0266 TF: 800-332-0266 E-mail: [email protected] URL: http://www.aegiscomgroup.com Contact: Lee Waters, Exec. VP, Sales & Marketing Founded: 1998. Staff: 9600. History: Aegis Communications Group, Inc. was created through the July 1998 merger of Dallas-based ATC Communications and Los Angelesbased IQI, Inc. The company has principal offices in Atlanta, Los Angeles and Dallas and currently operates a national

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Description: The AFFINA call center collects information providing a client with a vital ingredient in their customer relationship management strategy. Their services include presale and service support, consumer helpline and customer service, which works as an extension of the client’s internal customer service center. They also provide an email response management system and a LiveWebAgent, which allows instant, online interaction between their customer service representatives and consumers.

❚ 1130

AGD STUDIO ❚ 1127

AEOLIAN LTD.

2977 Royal Ave. Simi Valley, CA 93065 PH: (805)578-2219 FX: (805)578-2219 E-mail: [email protected] URL: http://www.agdstudio.com Contact: Aaron Meraj, President

Laund House 43 N Mossley Hill Rd. Liverpool L188BL, United Kingdom PH: 44 7976 625610 FX: 44 7968 107436 E-mail: [email protected] URL: http://www.aeolian.ltd.uk Contact: Mr. Andrew Morris, Director

Description: Internet consulting services offered include HTML authoring, graphic design, scanning and training. Intranet setup assistance is also available.

Description: Creates integrated e-business solutions for leading European businesses. Services include e-commerce, consulting, and ERP integration and application development. Major Partners: Delano Technology Corp; Ironside Technologies Inc.

❚ 1128

AFFILIATE TRENDS 5845 Bent Pine Dr., Ste. 214 Orlando, FL 32822 PH: (407)240-4225 E-mail: [email protected] URL: http://www.affiliatetrends.com Contact: Mr. Richard Corsale, Co-Founder and Chief Executive Officer

❚ 1131

AGENTUS AS PO Box 6877, Elgesaeter N-7433 Trondheim, Norway PH: 47 9 593 2892 FX: 47 7 355 1870 E-mail: [email protected] URL: http://www.agentus.com Description: Agentus provide educational and consulting services within IT and electronic commerce. They develop specialized Caching Software and provide IT-services related to the traditional and the Mobile Internet.

Founded: 2001. Description: Affiliate Trends is a webbased affiliate software provider. Affiliate Trends enables E-Commerce sites to market their goods or services via a channel of related websites on a pay-for-performance basis. Merchants can start and run their own affiliate program with our software.

❚ 1132

❚ 1129

PO Box 30152 Indianapolis, IN 46230-0152 PH: (317)585-0545 TF: 877-277-6144 E-mail: [email protected] URL: http://www.agoratek.com

AFFINA 2001 Ruppman Plz. Peoria, IL 61614 PH: 800-787-7626 TF: 800-787-7626 E-mail: [email protected] URL: http://www.affina.com


network of Client Service Centers strategically located in key cities throughout North America. Description: Aegis Communications Group Inc. develops and implements customized communication programs designed to strengthen and optimize customer relations. These programs include customer service, customer retention, customer acquisition and multilingual capabilities. They also offer a suite of Internet customer-care services to enhance customer response through a client’s website titled "e.Care.plus." This program provides a multitude of training opportunities for e-commerce companies including customer care and other decision support services.

AGORA TECHNOLOGY CORP.

Founded: 2001. Description: Agora Technology Corp. is a consulting and software development firm that specializes in Internet branding strategy, internal systems integration, e-commerce development, Internet hosting, and network design and implementation.

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❚ 1133

AIT GROUP

collaborative computing catering to mid-sized to large companies or government agencies with complex needs related to security, networking, and eCommerce.

The Smith Centre The Fairmile Henley-on-Thames Oxfordshire RG96AB, United Kingdom PH: 44 1491 416600 FX: 44 1491 416601 E-mail: [email protected] URL: http://www.ait.co.uk

ALENET INC.

Founded: 1986. Staff: 500. Description: AIT Group designs, develops and implements eCRM solutions for the financial services industry by developing and delivering multi-channel customer relationship management software. They then continue to work with their clients through their customer readiness program, which offers a variety of services to help companies as they adopt and develop their customer relationship management practices. Major Partners: Compaq; Cisco; Datapoint; Detica; EDS; CPM; Experian; KPMG; Avaya; Teledynamics; Mitsucan; Kawetetsu; Silverline; Headstrong; Xansa. Awards: IR Best Practice Website Award 2002; BT Vision 100 Index 2002.

❚ 1136

2000 Ponce de Leon Blvd., 6th Fl. Coral Gables, FL 33134 PH: (305)461-0012 TF: 800-728-9576 FX: (305)461-1114 E-mail: [email protected] URL: http://www.alenet.com Description: ALeNet, Inc. is a leading provider of enterprise system consulting services in the areas of eBusiness, enterprise resource planning (ERP) and customer relationship management (CRM). ALeNet’s clients spread across many industries, including: financial services, technology, manufacturing, retail, health care, consulting, construction and public sector.

❚ 1137

❚ 1134

AKIBIA INC.

ALIMENT SOFTWARE TECHNOLOGIES PVT. LTD.

4 Technology Dr. Westborough Technology Park Westborough, MA 01581 PH: (508)621-5100 FX: (508)621-5201 URL: http://www.akibia.com Contact: Thomas Willson, Chief Executive Officer

13320 Surno Dr., Ste. 108 Clifton, VA 20124 PH: (703)222-3636 E-mail: [email protected] URL: http://www.alimentglobal.com/

Founded: 1988. Description: Akibia Inc. is a provider of customer relationship management consulting and Internet Technology support services from companies worldwide. Akibia Consulting is entirely focused on CRM with planning, strategy, integration and management services to ensure positive CRM outcomes in the areas of business growth, internal efficiency and customer experience. Major Partners: Siebel eBusiness; Sun Microsystems; Hewlett Packard; Microsoft Corp.

Founded: 1987. Description: Aliment Software Technologies Pvt Ltd., was incorporated in 1987 by a group of software professionals, chartered accountants and management consultants, with the objective of providing an integrated system solution for any organization. They provide end-toend solutions to enterprises who wish to automate their backend processing, communication solutions through corporate Intranet / extranet, online / real time Internet interface to the backend information, and an e-business platform that would link the business intermediaries to the information brand wagon.

❚ 1135

ALEBRA TECHNOLOGIES INC.

❚ 1138

ALLEN, WILLIAMS & HUGHES CO. (AWH) 3001 Broadway St. NE, Ste. 100 Minneapolis, MN 55413 PH: (612)436-8200 FX: (612)436-0562 E-mail: [email protected] URL: http://www.alebra.com Contact: Gerry Fisher, CEO

1080 Kingsmill Pkwy, Ste. 160 Columbus, OH 43229 PH: (614)888-9007 FX: (614)888-6332 E-mail: [email protected] URL: http://www.awh.net Contact: Christopher Slee, Partner & Dir. of Technology

Founded: 2001. History: Alebra was formed by the combination of Secour Communications, Dubra and Associates, Inc., and Morlok Research, Inc. Description: Network consulting firm for e-commerce, web site development and

Description: Allen, Williams and Hughes Company (AWH) is an Ohio-based information systems consulting firm that specializes in Internet and Intranet solutions. AWH offer

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❚ 1139

❚ 1141

ALLIN CORP. 381 Mansfield Ave., Ste. 400 Pittsburgh, PA 15220-2751 PH: (412)928-8800 FX: (412)928-0887 E-mail: [email protected] URL: http://www.allin.com

ALLERIS GROUP INC. Description: Allin performs IT consulting, applications development, and systems integration services for small and midsized businesses. Allin offers interactive media development and integration for cruise lines, technology infrastructure services, and e-business consulting. The company specializes in Microsoft-based technologies and has an operating relationship with the software leader. Allin builds and integrates customized applications that automate processes and streamline workflows.

PO Box 1718 Vienna, VA 22183 PH: (703)938-7418 FX: (703)938-7418 E-mail: [email protected] URL: http://www.alleris.com Description: The Alleris Group is a consulting firm specializing in customer relationship management and works with clients to establish strategies and tactics for increasing profitability through customer growth and penetration, development of winning loyalty action plans and assisting in the planning of major corporate initiatives. They provide relationship management consulting, customer research and marketplace intelligence and relationship management training services.

❚ 1142

ALLSOP & ALLSOP WEB CONSULTING 8895 S Coldwater Dr., Ste. 2189 Salt Lake City, UT 84101 PH: (801)256-6121 Contact: Greg Allsop, Partner


technology consulting, design/development, and hosting services to corporations and public agencies. Their goal is to provide Internet solutions for their clients in E-Commerce and E-Business arenas.

Description: Provides Internet consulting services such as World Wide Web page design, HTML programming, graphic design, and scanning.

❚ 1140

ALLIANCE CONSULTING GROUP ASSOCIATES INC. ❚ 1143

ALLTECH, INC.

2 Commerce Sq. 2001 Market St. Philadelphia, PA 19103 PH: (215)569-8722 TF: 800-206-1078 FX: (215)399-2310 E-mail: [email protected] URL: http://www.alliance-consulting.com Contact: Mr. Craig Spitzer, Chairman and Chief Executive Officer

216 Centerview Dr., Ste. 155, Natchez Bldg. Brentwood, TN 37027 PH: (615)309-0870 FX: (615)309-0860 E-mail: [email protected] URL: http://www.alltechinc.net

Founded: 1994. Staff: 700. Description: Alliance Consulting provides Digital Technology consulting services. Alliance Consulting architects and implements digital enterprise strategies. Their services cover a full spectrum, ranging from business strategy and design to implementation and support. They assist their clients in forging digital strategies, optimizing supply chains, improving customer relationships, leveraging business knowledge, aligning IT with business initiatives, and creating operational efficiencies. The information technology consultancy assembles project teams of independent contractors that design, build, upgrade, and maintain computer systems. Its services include database design and development, enterprise reporting systems design, software integration, systems analysis, and Web site development.

Founded: 1983. Description: A full-service consulting company providing consulting in such areas as Six Sigma Business Improvement, Statistical Process Control, Design of Experiment, Process Re-engineering, ISO9000 Implementation, Total Quality Management, HIPAA Compliance, ERP System Implementation, Financial System Implementation, and E-Business System Design and Development. Major Partners: Advance Computer Careers; Microsoft Corporation; Lotus Business Partner; Intraact, LLC.

❚ 1144

ALPHANET SOLUTIONS, INC. 7 Ridgedale Ave. Cedar Knolls, NJ 07927 PH: (973)267-0088

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FX: (973)267-8675 E-mail: [email protected] URL: http://www.alphanetsolutions.com Contact: Mr. Stan Gang, Chairman of the Board Description: AlphaNet Solutions provides networking services and equipment to corporations primarily in the Middle Atlantic States. Besides designing, installing, operating, and maintaining corporate networks, AlphaNet also provides Internet consulting and technical training services.

❚ 1148

AMERICAN EAGLE GROUP PO Box 703 Warrington, PA 18976 TF: 800-491-9965 FX: (215)491-2549 E-mail: [email protected] URL: http://www.ameagle.com Contact: David A. Zimmer, President Staff: 5. Description: Management consulting firm offering electronic messaging assessment and problem solving services, as well as electronic commerce technology services, to corporations. Market Research; Industry Analysis; Bus Plan Review; Mkt Plan Review. Geographic Area Served: North America and Europe.

❚ 1145

ALVEY SYSTEMS INC. 9301 Olive Blvd. St. Louis, MO 63132 PH: (314)993-4700 TF: 800-325-1596 FX: (314)995-2400 E-mail: [email protected] URL: http://www.alvey.com

❚ 1149

AMERICAN MANAGEMENT SYSTEMS INC. (AMS)

Staff: 600. Description: Offers wide range of material and information flow solutions for consumer goods, manufacturers, and distributors. Designs a variety of elevators, conveyors, and conveyor systems; and advises clients in the area of materials handling equipment and manufacturing process software including e-commerce fulfillment facilities. Develops custom in-line production, shelf space management, and plant maintenance program applications. Geographic Area Served: Worldwide.

4050 Legato Rd. Fairfax, VA 22033 PH: (703)267-8000 TF: 800-255-8888 FX: (703)267-5073 E-mail: [email protected] URL: http://www.ams.com Contact: Mr. Alfred Mockett, Chairman and Chief Executive Officer Founded: 1970. Staff: 7000. Description: American Management Systems (AMS) is a business and information technology (IT) consulting company that designs and integrates computer systems for large organizations, enabling functions such as customer relationship management, business process renewal, and change management. AMS targets customers in specific vertical markets, including local, state, and federal government agencies and schools as well as media, telecommunications, and financial services firms.

❚ 1146

AMBLESIDE LOGIC 5520 Connecticut Ave. NW Washington, DC 20015 PH: (202)885-8900 FX: (202)885-8905 URL: http://www.al.net Contact: Alvin Rosenbaum, Founder Description: Provides e-commerce solutions for clients in state government, federal government, and non-profit organizations.

❚ 1147

AMC INTERNET CONSULTANTS 912 W Margaret, Ste. A Pasco, WA 99301 PH: (509)543-6900 FX: (509)546-9968 E-mail: [email protected] URL: http://www.relo-usa.com Description: A marketing firm specializing in Website design and hosting, ands Internet marketing programs. Geographic Area Served: Washington, Oregon, Idaho, Montana, Utah, Arizona and Colorado.

❚ 1150

AMERITAS LTD. PO Box 10 Worcester WR66ZL, United Kingdom PH: 44 188 6812900 FX: 44 188 6812901 E-mail: [email protected] URL: http://www.ameritas.co.uk Description: Ameritas is a consultancy services organization which focuses on providing consultancy and advisory services with business and IT needs in mind. This European based organization works with clients across the UK, France, Belgium, Netherlands, Luxembourg, Germany, Scandinavia, Australia and the USA. Their goal is to provide customer service and customer success, therefore, Ameritas’ consultants have broad industry experience and are skilled in a wide variety of methods and tools. Their specialists have

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URL: http://www.analysts.com

❚ 1151

❚ 1154

AMR RESEARCH INC.

ANGELEX TECHNOLOGIES INC.

2 Oliver St., 5th Fl. Boston, MA 02109-4901 PH: (617)542-6600 FX: (617)542-5670 E-mail: [email protected] URL: http://www.amrresearch.com Contact: Anthony J. Friscia, President

11 Airport Blvd. 101 South San Francisco, CA 94080 PH: (415)902-8468 E-mail: [email protected] URL: http://www.angelextech.com

Staff: 150. Description: Market analysis firm providing independent advice on e-business strategy and infrastructure. Seminars: Spring Executive Conference. Fall Executive Conference. Geographic Area Served: United States, Europe, Middle East, Asia.

❚ 1152

Description: Analysts International Corporation (AIC) offers an entire alphabet of information technology services. The company provides a wide range of information technology and business consulting services, including custom programming, project management, network design, mainframe migration, Internet/intranet development, and training.

Description: Angelex Technologies is a full-service Information Technology Consulting firm delivering integrated IT-Business solutions, integrated customer relationship management solutions, network system integration solutions and advanced web development solutions. They provide clients with customer relationship management solutions through lead generation automation, sales force automation, management and market intelligence, service and support automation and worldwide CRM database access. Major Partners: Microsoft Corp.; Frontrange Solutions; Dell; Ingram; Symantec; Seagate; TechData; Touchscape.com; Z-Firm.


skills in: Business and Management Consultancy; IT Strategy; Component Based Development (CBD); Model Based Development with development tools, e.g. COOLGen, SELECT Enterprise; Training; and Quality Management. Their business consultants seek to gain a clear understanding of their customer’s business and requirements, propose a solution suited to their situation, and monitor the implementation of the solution.

AMTECH MARKETING INC. 132 Pin Oak Cir. Franktown, CO 80116-8750 PH: (303)814-1379 TF: 888-546-4844 FX: (720)294-0127 E-mail: [email protected] URL: http://www.amtechmarketing.com

❚ 1155

ANITE GROUP PLC

Founded: 1987. Description: Amtech Marketing is a consulting and training company specializing in call center management who works with companies to maximize the effectiveness of the telephone as an integral part of their sales, marketing and customer service plans. Their goal is to help their clients use the telephone to increase sales revenues, shorten their sales cycle, improve customer service, enhance product satisfaction and build and maintain customer relationships. Their resources include a team of experienced call center management professionals as well as individuals with extensive experience in training design, development and delivery.

100 Longwater Ave., Green Park Reading RG26GP, United Kingdom PH: 44 118 945 0121 FX: 44 118 945 0131 E-mail: [email protected] URL: http://www.anite.com Description: Anite Group provide information technology (IT) consulting, software development, and IT outsourcing, targeting customers in the telecommunications, finance, travel, and public sectors. Anite’s 30 subsidiaries provide contract IT staffing, public policy consulting, document management software, manufacturing and distribution software, e-commerce consulting, and telecom test equipment and billing systems.

❚ 1156

❚ 1153

ANSWERING SERVICE PROFESSIONALS

ANALYSTS INTERNATIONAL CORP. (AIC) 3601 West 76th St. Minneapolis, MN 55435-3000 PH: (952)835-5900 TF: 800-800-5044 FX: (952)897-4555 E-mail: [email protected]

154 Franklin St. Valparaiso, IN 46383 PH: (219)462-4007 TF: 800-700-9798 FX: (219)465-1075 E-mail: [email protected] URL: http://www.ringading.com

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Description: Answering Service Professionals offers online or offline answering services. The client’s calls are conducted by trained Tele-Reps who provide customer service in a timely manner. The calls are delivered to the client via fax, voice mail, or email or pager, digital or alphanumeric.

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ANSWERTHINK, INC. 1001 Brickell Bay Dr., Ste. 3000 Miami, FL 33131 PH: (305)375-8005 TF: 877-423-4321 FX: (305)379-8810 URL: http://www.answerthink.com

Founded: 1997. Description: Apex IT is a business and technology consultancy built to deliver comprehensive Customer Relationship Management (CRM) solutions and integration services. Apex IT helps clients improve their ability to manage customer relationships from prospect to partner. Apex IT leverages extensive CRM knowledge, practical implementation experience and deep technology expertise to provide enterprise-wide CRM strategy, implementation, and integration consulting services. Their tailored solutions help clients enhance their client communications, differentiate and personalize their products and services, and improve operational and financial performance. Apex IT also provides assessment and strategic planning, CRM software selection, and business process re-engineering services.

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APPLIED DIGITAL SOLUTIONS INC.

Founded: 1997. Description: Answerthink is a business consulting, systems integration and marketing firm that helps companies achieve superior performance by fully realizing the business potential of technology. Formerly AnswerThink Consulting Group, the company helps multinational corporations improve their e-commerce strategies through benchmarking, advanced technology integration, and marketing and software implementation services. Answerthink’s services span myriad company functions, including information technology, human resources, accounting, customer service, sales, and supply chain management.

❚ 1158

ANTES CONSULTING Bohally House Tummel Bridge Perthshire PH165NT, United Kingdom PH: 44 1882 634737 E-mail: [email protected] URL: http://www.antes.co.uk

400 Royal Palm Way, Ste. 410 Palm Beach, FL 33480 PH: (561)805-8000 FX: (561)805-8001 E-mail: [email protected] URL: http://www.adsx.com Contact: Mr. Richard Sullivan, Chairman and Chief Executive Officer Founded: 1993. Description: Applied Digital Solutions is a digital technology development company that focuses on a range of early warning alert, miniaturized power sources and security monitoring systems combined with the comprehensive data management services required to support them. Through its Advanced Wireless unit, the Company specializes in security-related data collection, value-added data intelligence and complex data delivery systems for a wide variety of end users including commercial operations, government agencies and consumers.

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APPLIED ELECTRONIC COMMERCE (AEC)

Description: Antes Consultancy exists to assist SME’s develop suitable e-commerce platforms and to integrate them with an effective marketing strategy. Antes Consultancy will fully develop your on-line marketing strategy. Whether just starting out in e-commerce or with an existing, web-site they will analyze their clients’ requirements and the problems which currently exist before initiating a cost effective and comprehensive solution.

30 Tivendale Rd. Officer, VIC 3809, Australia PH: 61 3 5943 1022 FX: 61 3 5943 1023 E-mail: [email protected] URL: http://www.aecommerce.com.au Contact: Ian Watt, Founder

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Founded: 1996. Description: Offers consultancy for electronic commerce, strategic planning and projects management. Major Partners: EAN Austrailia Ltd.; Edifecs Commerce; Tradegate ECA; VLH Consulting Services

APEX IT, INC. 8009 34th Ave. South, Ste. 875 Bloomington, MN 55425 PH: (952)814-4400 FX: (952)853-9301 URL: http://www.apexit.com Contact: Mr. Eric Steege, Founder and Chief Executive Officer

❚ 1162

APPLIED ELECTRONIC COMMERCE (AEC) 30 Tivendale Rd. Officer, VIC 3809, Australia PH: 61 359 431022

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Founded: 1996. Description: Applied Electronic Commerce is a company which provides consulting in the areas of electronic commerce, strategic planning and projects management. This company assists customers in applying ECommerce standards and technology to business processes.

advantages necessary to effectively compete in a global digital economy. Solutions include Internet connectivity, Internet integration and enterprise portal development and b hosting. Provides its solutions either as an individually tailored solution or as part of a fully integrated comprehensive solution.

❚ 1166

SALLY ANN APPLIN Palo Alto, CA E-mail: [email protected] URL: http://www.sally.com Contact: Sally Ann Applin, Principal

❚ 1163

APPLIED GENIUS COMMUNICATIONS 27525 Puerta Real, Ste. 100-425 Mission Viejo, CA 92691 PH: 877-846-3247 URL: http://www.appliedgenius.net Contact: Mr. Ciaran Foley, Chief Executive Officer and Co-Founder

❚ 1167

ARC COMMUNICATIONS Founded: 1995. Description: Applied Genius is a consultancy group that helps clients to communicate their vision across multiple media. They use art, business and technology to provide end-to-end solutions in audio, film and the Internet.

❚ 1164

APPLIED INFORMATION TECHNOLOGIES, INC. (AIT) 9881 Broken Land Pkwy., Ste. 111 Columbia, MD 21046 PH: (410)312-7272 FX: (410)381-6114 E-mail: [email protected] URL: http://www.ait-inc.com

788 Shrewsbury Ave. Tinton Falls, NJ 07724 PH: (732)219-1766 FX: (732)219-5456 URL: http://www.arcomm.com Contact: Steven H. Meyer, President, Chief Executive Officer


FX: 61 359 431023 E-mail: [email protected] URL: http://www.aecommerce.com.au Contact: Ian Watt, Founder

Description: A full-service marketing consultancy and graphic design firm specializing in the development and production of corporate marketing and communications media. Services include marketing, consulting, general b site development, electronic commerce, interactive multi-media, graphics design and imaging.

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Description: AIT specializes in the design, development and implementation of interactive database websites for the Internet, including website hosting. For 15 years, AIT has been working with association, non-profit and union industry leaders to develop a comprehensive and easy-to-use membership and meetings software.

❚ 1165

ARCH LTD. Podebradova 697 18200 Prague, Czech Republic PH: 42 603 461 212 FX: 42 283 910 667 E-mail: [email protected] URL: http://www.web-space-station.com

APPLIEDTHEORY

Description: Arch Ltd. is a consultancy group that seeks to identify and analyze a project’s requirements and goals to ensure its proper integration, installation and maintenance.

1500 Broadway, 3rd Fl. New York, NY 10036 PH: (212)398-7070 FX: (212)398-5985 URL: http://www.appliedtheory.com Contact: Richard Mandelbaum, COB

❚ 1169

ARCHWAY CONSULTING

Description: A provider of Internet solutions for businesses with critical Internet operations. Offers an extensive array of high performance, reliable and scalable Internet solutions designed to give customers the technological and strategic

South Lodge, Cranford House Kenilworth Rd. Leamington Spa CV326RQ, United Kingdom PH: 44 1926 462 929 FX: 44 1926 462 930

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E-mail: [email protected] URL: http://www.archway-consulting.com Description: Formed as a specialist e-commerce consulting company, Archway Consulting helps leading organizations understand the B2B commerce models and develop plans for how to evolve their buying, supplying and market-making processes. They provide strategic business consulting and technology implementations services specifically tailored to meet the client’s needs. Major Partners: Ariba; Cataloga; elcom; Moai Technologies; Reqio

❚ 1173

ARENA COMMUNICATIONS 415 rue Le Moyne, Ste. 302 Montreal, PQ, Canada H2Y1Y1 PH: (514)849-9408 FX: (514)849-3260 E-mail: [email protected] URL: http://www.arena.com

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ARCOTECT LTD. 23/F Chinachem Exchange Sq. 1 Hoi Wan St. Quarry Bay, Hong Kong PH: 852 2390 8600 FX: 852 2127 7515 E-mail: [email protected] URL: http://www.arcotect.com Contact: Daniel Ng, CEO & Chief Architect Description: Arcotect Ltd. is an enterprise application solutions integrator and provider, and is dedicated to providing total e-Solutions (enterprise application development, enterprise application integration, e-Commerce Package and system integration) and e-Business consultancy services. Headquartered in Hong Kong SAR, Arcotect focuses in the Asia Pacific region.

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ARCTURUS SYSTEMS Hundle House Ln. New York LN44YW, United Kingdom PH: 44 120 528 0184 FX: 44 120 528 0986 E-mail: enquiriesarchivetsys.co.uk URL: http://www.arctsys.co.uk Contact: Mrs. Cahty Clarke, Co-Founder Founded: 2000. Description: Arcturus Systems is an IT consultancy specializing in services to the small and medium sized business and home user sectors. Although based in New York, Lincolnshire, they carry out many types of projects for companies nationwide. They seek to provide a tailored personal service with customer care at a reasonable cost.

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ARECHIGA SOFTWARE DESIGNS 3849 Klahanie Dr. SE, 21105 Issaquah, WA 98029 PH: (425)557-2267

Description: Computer consulting firm offering programming, analysis, and instruction for the Microsoft Office and Backoffice product lines, Internet applications, and client/ server systems.

Description: Internet consulting services available include World Wide Web site hosting, HTML coding, graphic design, scanning and training.

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ARGENT MULTIMEDIAZ 341 Broad St. Nashua, NH 03063 PH: (603)595-8374 FX: (603)595-1840 E-mail: [email protected] URL: http://www.argent-media.com Founded: 1995. Description: Worldwide designers of fast, intuitive, and secure websites for powerful business solutions for small to large companies. Primary focus is to help clients grow their business by integrating the latest in Internet technology with existing business systems.

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ARIE ASSOCIATES INC. 4800 Broadway, Ste. C Oakland, CA 94611-4672 PH: (510)601-8200 FX: (510)985-1184 E-mail: [email protected] URL: http://www.arie.com Contact: David R. Arie, President Staff: 5. Description: Evolved from an information systems consulting company to a boutique staffing firm. Provides contract and permanent staffing to firms in a wide range of industries, including firms, commerce and internet startups, hardware and software companies, hardware and software engineers. Geographic Area Served: Greater San Francisco Bay Area.

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FX: (651)227-9280 E-mail: [email protected] URL: http://www.artemisalliance.com

ARIS CORPORATION 2229 112th Ave. NE Bellevue, WA 98004 PH: (425)372-2747 FX: (425)372-2750 URL: http://www.aris.com Contact: Paul Y. Song, Chairman Revenue: US$118,000,000. Staff: 400. Description: An information technology company specializing in e-business consulting and implementation for Fortune 1000 companies and government agencies. Aris integrates the Internet, customer relationship management systems, and enterprise resource planning systems to help organizations communicate better with customers, suppliers and employees.

Founded: 1993. Description: Artemis Alliance, Inc. is a software consulting, integration and development firm. They build and integrate business to business e-commerce and enterprise software and provide strategic software consulting and implementation assistance. They have expertise in distributed object and multi-tier software, usage centered and object-oriented analysis and design methods, OO development, and software project management. Software solutions include; Java, EJB’s, CORBA/COM, XML, Delphi and Application Servers.

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ARTFUSION LTD. ❚ 1177

31 Dublin St. Ln. N Edinburgh EH36NT, United Kingdom PH: 44 131 558 8870 E-mail: [email protected] URL: http://www.artfusion.com Contact: Ms. Kirsten Guthrie, Managing Director and Creative Lead

ARRESTING IMAGE 51 George St. Brighton BN21RJ, United Kingdom PH: 44 127 370 5696 E-mail: [email protected] URL: http://www.liverm.freeserve.co.uk Description: Arresting Image is a consulting group that provide a full range of web related services. These services include: web site planning, web site design and build, web site maintenance, web site content development, web site management, web site promotion, and E-Commerce and database integration.


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Description: ArtFusion are Internet consultants who offer Internet development and management services. They specialize in the creation of solutions that help their clients achieve their business objectives. They help plan and manage client’s Internet projects from a business as well as creative perspective. From concept to maintenance ArtFusion can help manage projects such as: web site development (for customer service or sales), auction and e-commerce solutions (such as online stores, banks), and online and WAP/iMode advertising and marketing campaigns.

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ARROW SOFTWARE CONSULTANTS

❚ 1181

ASCENDIX TECHNOLOGIES INC.

100 Ridge St. Northgate, QLD 4013, Australia PH: 61 073256 8700 FX: 61 07 3256 8777 E-mail: [email protected] URL: http://www.arrowsoftware.com

13140 Coit Rd., Ste. 450 Dallas, TX 75240 PH: (972)889-8090 FX: (972)850-1272 URL: http://www.ascendix.com

Description: Arrow Software Consultants are a Brisbane based software consulting company specializing in business process solutions. Arrow Software Consultants specialize in the: implementation, training and ongoing support of business processing software. Customer Relation Management (C.R.M.), Call Centre or Help Desk, Business Accounting Software and e-commerce solutions.

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Founded: 1996. Description: Ascendix offers web-based mid-market companies a comprehensive variety of CRM related products and online services that may be implemented on a ‘‘turn-key’’ basis, or in a more modular or phased approach to help enhance customer service.

❚ 1182

ASCENT COMPUTING GROUP, INC.

ARTEMIS ALLIANCE INC. 289 E 5th St., Ste. 211 St. Paul, MN 55101-1946 PH: (651)227-7172

199 Main St., Ste. 314 White Plains, NY 10601 PH: (914)997-8500 FX: (914)686-4666

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❚ 1185

E-mail: [email protected] URL: http://www.ascent-inc.com Contact: Sunil Nikhar, Founder

ASPECT COMMUNICATIONS

Founded: 1994. Description: Ascent Computing Group provides both information technology (IT) consulting services and voice-based business application software. Ascent offers such IT services as application development, systems integration, and IT staffing. Its AscenTel software allows companies to provide data to their employees and customers via a conventional telephone or a wireless device. Ascent primarily targets the utilities, financial services, insurance, health care, manufacturing, and retail industries.

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THE ASHTON TECHNOLOGY GROUP, INC. 11 Penn Center 1835 Market St., Ste. 420 Philadelphia, PA 19103 PH: (215)789-3300 FX: (215)789-3399 URL: http://www.ashtontechgroup.com Contact: Mr. Robert Warshaw Description: The Ashton Technology Group is an e-commerce company that develops and operates electronic trading and matching systems for the global financial securities industry. The company designs and sells computer systems that process online investing transactions. Its Universal Trading Technologies Corporation (UTTC) subsidiary sells and installs systems for secure electronic marketplaces for the professional investment community, including security exchanges, institutions, and brokers. Croix Securities, a wholly owned subsidiary of UTTC, provides the eVWAP (electronic volume-weighted average price) trading system to customers.

1310 Ridder Park Dr. San Jose, CA 95131-2313 PH: (408)325-2200 TF: 888-412-7728 E-mail: [email protected] URL: http://www.aspect.com Founded: 1985. Staff: 1750. Description: Aspect Communications is a provider of business communications solutions that can help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. They have been in the contact center industry for over 16 years starting in call centers and extending to multichannel contact centers. They provide a software platform, development environment and applications that seamlessly integrate voice over IP, traditional telephony, e-mail, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company’s frontoffice, back-office, Internet and telephony infrastructures.

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THE ASPECT GROUP 28-30 Kirby St. London EC1N8TE, United Kingdom PH: 44 207 504 6900 FX: 44 207 504 6901 E-mail: [email protected] URL: http://www.proteus.co.uk Founded: 1995. Description: The Aspect Group is an IT professional service organization in the UK. The Aspect Group offers a comprehensive range of strategic IT services and outsourced solutions.

❚ 1187

THE ASSOCIATES INTERNATIONAL LTD.

❚ 1184

ASLAN WEB DESIGN 3640 E Howe St. Tacoma, WA 98404 PH: (253)472-0843 E-mail: [email protected] URL: http://www.aa.net/˜gregfam/aslan.htm Contact: Lee Gregory, Principal

The Basement 42 Rosendale Rd. London SE218DP, United Kingdom PH: 44 208 670 8772 FX: 44 208 670 8773 E-mail: [email protected] URL: http://www.associates-intl.com Contact: Mr. Douglas Byers, Founder

Description: Provides web presence to businesses, individuals, and non-profit organizations. Works with clients through the entire process of building a web site, including the initial planning and composition, graphic and logo design, search engine registration, and regular site maintenance. Geographic Area Served: Seattle, WA.

Founded: 1997. Description: The Associates International was formed in 1997 to provide quality software solutions to organizations using the IBM Midrange platform. Their team has expertise in the IT industry in a wide variety of project development roles ranging from business analyst through to systems manager.

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Description: Atos Origin delivers a range of Business solutions that address critical Commercial and IT related issues for their customers. The company provides services such as facilities management, e-commerce consulting, and systems design, implementation, and integration. Atos Origin also offers data and transaction processing services, Web site hosting, and outsourcing services for functions such as customer relationship management and enterprise resource planning.

AT BUSINESS LTD. 10 Honnor Gardens Isleworth Middlesex TW74SY, United Kingdom PH: 44 208 5687080 FX: 44 208 8470070 URL: http://www.atbusiness.co.uk Description: At Business, Ltd. provides Intranet and Ecommerce solutions as well as total information technology services. The focus of this company is to provide business solutions using web technology to integrate enterprise applications.

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AT WEB OUTSOURCING 17 Torrey Pines Coto de Caza, CA 92679 PH: (530)348-8800 FX: (530)348-8800 E-mail: [email protected] URL: http://www.atwebo.com Contact: R Aguirre Description: @WEBO provides e-commerce consulting to traditional small businesses.

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AUBAY TECHNOLOGY S.A. 3 rue Kepler 75116 Paris, France PH: 33 01 56 89 96 00 FX: 33 01 56 89 96 01 E-mail: [email protected] URL: http://www.aubay.com Contact: Mr. Christian Aubert, Founder Founded: 1997. Description: AUBAY Technology provide advice and support to large corporations throughout Western Europe who wish to implement high-tech strategies. AUBAY provides finance, telecommunications, and industry companies with networking and e-commerce consulting and integration services. The company specializes in integrating newer Internet and Intranet technologies with clients’ existing information systems.


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❚ 1193

AUBERGINE INFORMATION SERVICES

❚ 1190

ATLANTIC DATA SERVICES, INC. PO Box 116 The Sea Ranch, CA 95497 PH: (707)785-2160 FX: (707)785-2740 E-mail: [email protected] URL: http://www.well.com/user/reva Contact: Reva Basch, President

1 Batterymarch Pk. Quincy, MA 02169 PH: (617)770-3333 TF: 800-729-3334 FX: (617)689-1103 URL: http://www.atlanticdataservices.com Description: Atlantic Data Services are a commerce, consulting, and conversion company. The company provides the financial industry (primarily banks) with information technology consulting and systems integration services. It also furnishes electronic commerce development, customer relationship management, and computer systems consolidation and conversion.

Staff: 2. Description: Offers counseling to the information industry-and to organizations interested in entering that industry-on marketing opportunities, product design, user interface, and useability issues, training, and documentation. Conducts information needs assessments for corporations and presentations on Internet and online database resources and search techniques. Available for talks, workshops, and writing assignments in these fields, and on computer conferencing and virtual communities. Geographic Area Served: Worldwide.

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ATOS ORIGIN Immeuble Ile-de-France, 3, Pl. de la Pyramide 92067 Paris, France PH: 33 1 49 00 90 00 FX: 33 1 47 73 07 63 E-mail: [email protected] URL: http://www.atosorigin.com

❚ 1194

AURA CONSULTING 41 Tabernacle St. London EC2A4AA, United Kingdom PH: 44 870 600 6900 FX: 44 870 600 6901

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E-mail: [email protected] URL: http://www.auraconsulting.co.uk

development, business intelligence, and client/server applications. Geographic Area Served: United States.

Description: Aura Consulting specializes in designing and improving call center operations and in defining customer relationship management strategies whether they are handled through the Internet, telephone or mail.

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❚ 1195

AUREUS SOLUTIONS INC. 4929 Green Valley Rd. Monrovia, MD 21770 PH: (301)607-6856 TF: 800-263-3380 FX: (301)607-6751 E-mail: [email protected] URL: http://www.aureussolutions.com Contact: Carol Parks, President Founded: 1994. Description: Aureus Solutions Inc. is a full solution provider, from hardware and software to installation, training and support. Specializes in e-commerce, document management, and database systems consulting and custom programming. Major Partners: IBM; Kofax; Cranel; PreferredPartner.com; Xecunet

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AURORA WEB SERVICES Cavallino House Corsley Heath Warminster BA127PL, United Kingdom PH: 44 8700 707070 FX: 44 7050 686253 E-mail: [email protected] URL: http://www.auroraweb.co.uk Description: Aurora Web Services provides world class hosting systems for UK business web sites. Their e-commerce division presents the tools for clients to implement electronic commerce solutions on our hosting platforms.

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J.R. AVERY AND ASSOCIATES LLC 35511 Ridge St. Richmond, MI 48062-1610 PH: (586)727-2894 FX: (586)727-1096 E-mail: [email protected] URL: http://www.jravery.com Founded: 1998. Description: j.r. avery and associates provide analysis, testing, and design consulting services that focus on improving the quality and usability of their cleints’web site.

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AVESTA COMPUTER SERVICES LTD. 15 Exchange Pl., Ste. 210 Jersey City, NJ 07302 PH: (201)369-9400 FX: (201)369-1950 URL: http://www.avestacs.com Description: Avesta Computer Services Ltd. provides technology-driven services dedicated to helping its customers deploy, maximize, and manage information systems solutions. Avesta provides its clients software engineering expertise with the precise combination of state-of-the-art technical skills, creativity and project management experience.

❚ 1200

AXIA NETMEDIA CORP 3300, 450 First St. SW Calgary, AB, Canada T2P5H1 PH: (403)538-4000 FX: (403)538-4100 E-mail: [email protected] URL: http://www.axia.com Contact: Art Price, CEO Description: Specializes in e-commerce and itelligence online marketing solutions. Designs, installs and maintains high-speed voice, data, and video and telemetry communications networks. Also, develops knowledge-intensive, interactive, online courses and training delivered on those networks. Major Partners: Cisco; Microsoft; Galileo

AVATAR SOLUTIONS INC. 121-H N Plains Ind Rd. Wallingford, CT 06492 PH: (203)294-9423 FX: (203)294-9423 E-mail: [email protected] URL: http://www.avatarsolution.com Contact: Neil Bilodeau, Principal

❚ 1201

AXON SOLUTIONS

Description: A consulting firm that provides custom solutions to a client’s specific business needs. Specializes in cutting edge emerging technologies, focusing on e-commerce, database design, network design, internet/intranet

200 Ashford Center N., Ste. 350 Atlanta, GA 30338 PH: (770)401-3050

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B2B FRONTLINE

Description: Specialize in developing e-Business and IT systems for mid-size companies and corporate IT groups that strategically support revenue growth and enhance customer service capabilities. Strategic technology planning and technical process improvement are also within their core competencies.

❚ 1202

AY CONSULTING 4985 F-M Rd. Manlius, NY 13104 PH: (315)682-5359 E-mail: [email protected] Contact: Arthur Yates

25300 Telegraph Rd., Ste. 380 Southfield, MI 48034 TF: 800-785-3998 FX: 888-887-6585 E-mail: [email protected] URL: http://www.b2bfrontline.com Description: Provides the leading comprehensive solution for all strategic segments of business-to-business electronic commerce. The B2B Frontline eCommerce platform integrates the internal and external commerce processes of buyers, suppliers, Net market makers, and value-added service providers, delivering a global eCommerce infrastructure that provides cost saving, revenue opportunities, and increased competitive advantage for businesses of all sizes.

❚ 1205

BABER INFORMATION SERVICES INC.

Staff: 3. Description: Services include market research, quality control, direct marketing, custom software development, and training. Direct marketing services include list recommendations, merge/purge coordination, mathematical modeling, seminars/training, list maintenance, and strategy/ pricing. Expertise with computer system software encompasses custom analysis, design, and programming, as well as training on structured tools and techniques. Provides market research services in the areas of questionnaire design, results analysis, survey execution, and predictive modeling. Industries served: office equipment, industrial filters, power companies, and telephone companies. Internet server set-up and home page design. Seminars: How to Operate a Direct Marketing Business; Total Quality Management; Statistical Process Control and Design of Experiments; Building Databases. Special Seminars: Custom software development in SAS, APL, MS ACCESS, Visual BASIC, JAVA, HTML, GUPTA, and FORTRAN; application areas: marketing, finance, and quality control. Geographic Area Served: Central New York.

❚ 1203

8416 Sterling St. Irving, TX 75063 PH: (972)257-1878 TF: 800-290-0189 FX: (972)252-2699 E-mail: [email protected] URL: http://www.baber.com/baber.htm Contact: Najee Khan, Manager


❚ 1204

FX: (678)443-0817 E-mail: [email protected] URL: http://www.axonsol.com Contact: Jeffery Jones, President & Managing Prncpl.

Description: Offers Internet home page construction services, including order and information forms design.

❚ 1206

BACAL AND ASSOCIATES INC. 252 Cathcart St. Winnipeg, MB, Canada R3R0S2 PH: (204)888-9290 E-mail: [email protected] URL: http://www.work911.com Contact: Robert Bacal, Chief Executive Officer

B-COM INTERNATIONAL LTD. Founded: 1993. Description: Bacal and Associates is an e-commerce training, consulting and keynote speaker company. They offer online and offline services related to performance management and appraisal, including dealing with difficult customers, presenting to difficult groups and other communication and team related issues.

The Web House 75 Earles Meadow Horsham RH124HR, United Kingdom PH: 44 1403 270 979 FX: 44 1403 249 343 E-mail: [email protected] URL: http://www.b-com.co.uk Description: B-Com International Limited is an Internet Consultancy based in South East England providing many specialist web based solutions generally to accommodate the SME marketplace. B-Com’s Designers and Programmers can create a Bespoke E-Commerce Web Site, where the customer can view, order and pay for products and services on-line.

❚ 1207

BACK BAY TECHNOLOGIES, INC. (BBT) 368 Hillside Ave. Needham, MA 02494 PH: (781)444-5669 FX: (781)444-5654

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E-mail: [email protected] URL: http://www.backbaytechnologies.com Contact: Mr. Mark Maselli, President, CEO Founded: 1997. History: Founded in 1997; December 2001, BBT was acquired by Planet Zanett IT Commonwealth, a New York based IT services aggregator. Description: Provides J2EE-compliant consulting services to Fortune 500 companies, with a concentration in the financial services industry. Major Partners: iPlanet E-Commerce Solutions a division of Sun Microsystems, Inc.; BEA Systems, Inc.; IBM.

❚ 1208

BAHWAN CYBERTEK TECHNOLOGIES INC.

Founded: 2001. Description: Baisys Solutions distributes web-based software products and offers professional services for ERP, CRM, e-Commerce, and EAI software. BAISYS Solutions help companies achieve success in applying software technology to address online business needs.

❚ 1211

BAL CONSULTING PTY LTD. 36 Minnamurra Rd. Northbridge, NSW 2063, Australia PH: 61 414 250437 FX: 61 299 583915 E-mail: [email protected] URL: http://www.bal.com.au

Description: Bahwan CyberTek delivers integrated eBusiness solutions including strategy consulting, application design and development, system integration and implementation services. Their services help clients to rapidly implement today’s eBusiness models with an integrated approach to aligning behavior and technology issues including customer relationship management.

Description: BAL Consulting is an Australian technical management consultancy specializing in telecommunications, messaging, e-commerce, Internet, Intranet, and Extranet I2E Consulting. BAL Consulting seeks to provide timely, cost-effective, and practical business solutions to meet their clients’ business requirements. BAL consultants specialize in providing professional services for e-commerce, Internet-Extranet-Intranet Messaging and Collaboration Architectures, Telecommunications System Architecture, Client-Server databases including data warehousing, middleware, application and LAN/WAN design, implementation and support as ITand T enablers to implement strategic planning and business process re-engineering. BAL is a service only company. All of their consultants have a degree and/or are certified professionals with a minimum of ten years of experience.

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Consulting Services Division 1250 Oakmead Pky. 210 Sunnyvale, CA 94086 PH: (408)730-2984 FX: (408)746-3630 E-mail: [email protected] URL: http://www.bahwancybertek.com

BALCOM SYSTEMS AND TECHNOLOGIES INC.

BAIN AND COMPANY INC. 2 Copley Pl. Boston, MA 02116 PH: (617)572-2000 FX: (617)572-2427 E-mail: [email protected] URL: http://www.bain.com Founded: 1973. Staff: 28000. Description: Bain and Company is a global firm specializing in strategy development to support distribution and logistics, mergers and acquisitions, sales and marketing at both the organizational and business unit levels.

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562 Valley Way Milpitas, CA 95035 PH: (408)945-7200 FX: (408)945-7201 E-mail: [email protected] URL: http://www.balcomt.com Description: Balcom is a Software Development Services provider to the Networking and Telecom companies in US. Development focus is in the following areas: SNMP based Network and Telecom Management, Networking and Telecom protocols and software development, and Embedded Software development. Balcom combines their on-site and offshore development services to deliver world class and cost effective solutions to their customers.

BAISYS SOLUTIONS 27600 Northwestern Hwy., Ste.240 Southfield, MI 48034 PH: (248)799-3022 TF: 888-799-3022 FX: (248)799-2023 E-mail: [email protected] URL: http://www.baisys.net

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BALENTINE & ASSOC. LLC PO Box 472242 Charlotte, NC 28247 PH: (704)643-6227

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Founded: 1995. Description: Balentine & Associates provide consulting and support services in the development of modern call centers for corporations in a wide variety of industries. They also assist in planning and implementation, including coordination of organizational initiatives, human resources and training plan design, process re-engineering, technology specification, vendor selection and oversight and facility design. Major Partners: WinPEAK; CallMotion AG; Reitek; Dialogic Corp.; Periphonics Corp.; e-Talk Corp.; The Work Force Management Group.

Founded: 1977. Description: Barry Leeds & Assoc. is a market research firm specializing in helping companies increase sales while minimizing risk through action oriented research. Their services include mystery shopping, customer satisfaction, WebShop, Internet research, discrimination testing and more. They can help clients learn how to satisfy and retain customers, measure and monitor customer service quality and sales practices and evaluate products, market, image and attitudes.

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BAX INTERNET SERVICES LLC 5390 Peachtree Industrial Blvd., Ste. 210-C Norcross, GA 30071 PH: (770)242-6133 FX: (770)242-6869 E-mail: [email protected] URL: http://www.bax.com

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BANTLISOLUTIONS Chalenstr. 3 CH-8123 Ebmatingen, Switzerland PH: 41 19 805778 FX: 41 19 805779 E-mail: [email protected] URL: http://www.bantlis.com Contact: Mr. Hans Bantli, Founder and Owner Description: BantliSolutions Consulting covers the areas of web development (design and applications) as well as software for engineering (CAD/CAM).

❚ 1215

BARDESS GROUP, LTD.

Founded: 1992. Description: Bax Internet Services is a full service Internet web site design and hosting company. Bax Internet specialists have a broad corporate background. They provide web site design, graphics design, web site hosting, search engine placement, technical support and all the various supporting details necessary for a web-based presence. Bax Internet Services will work with their clients’ to determine the optimum site design for their needs. In developing an Internet presence, companies may choose from a variety of Internet services. Bax Internet Services work with clients based on their specific objectives and develop a custom Internet strategy for their company and products.

15 Morey Ln., Ste. 100 Randolph, NJ 07869 PH: (973)895-3500 FX: (973)895-1900 E-mail: [email protected] URL: http://www.bardess.com

❚ 1218

Description: The Bardess Group provides consulting services in various for their clients including sales, order management, customer service and billing to provide them with the means to improve customer service within their organization.

730 Lipscomb Ave. Dallas, TX 75214 PH: (214)821-7962 FX: (214)824-7518 E-mail: [email protected] URL: http://www.bcgroupinternational.com


FX: (704)554-9851 E-mail: [email protected] URL: http://www.balentine.net Contact: Richard Balentine, Founder and Managing Partner

BC-GROUP INTL.

❚ 1216

BARRY LEEDS & ASSOC. 38 E 29th St. New York, NY 10019 PH: (212)889-5941 TF: 800-532-8586 FX: (212)889-6066 E-mail: [email protected] URL: http://www.barryleedsassoc.com Contact: Paul Lubin, President & Chief Executive Officer

Description: BC-Group International is a full service contact center management consulting and training firm specializing in helping clients achieve performance excellence in people, process, management and technology in customer service, quality, productivity and sales. They can help clients set up a new contact center or consolidate or improve an existing center’s performance. They can also provide performance assessments, process design, business case development, performance management and optimization, training, team and leadership development, short and long range technology planning and implementation, outsourcer audits and post implementation support.

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TF: 877-909-1480 FX: (847)509-1118 E-mail: [email protected] URL: http://www.beacontouch.com

BCS-HOSTING.COM 219 N Main, Ste. 207 Bryan, TX 77803 PH: (979)822-4513 URL: http://www.bcs-hosting.com Description: BCS-Hosting provides turnkey design, hosting and marketing solutions for web sites.

Description: Beacon Technologies Ltd. offers nTouch, a permission-based contact system for e-commerce customer satisfaction measurement and information retrieval programs.

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❚ 1220

BENCHMARK INTERNATIONAL GROUP

BDR CONSULTING

ACN 006 982 403 50 Queen St., 4th Fl. Melbourne, VIC 3000, Australia PH: 613 9 6148499 FX: 613 9 6148981 E-mail: [email protected] URL: http://www.benchmarkint.com.au

1330 Post Oak Blvd., Ste. 1600 Houston, TX 77056 PH: (713)513-7171 FX: (713)963-4663 E-mail: [email protected] URL: http://www.bdr-consulting.com Description: BDR Consulting helps companies meet the expectations of customers and changing demands to improve their commercial performance through the application of contact center, interactive web and customer relationship management strategies. They are an independent CRM consulting and systems integration company with experience in over 26 countries and offices in London, Houston, Belfast and Munich.

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BEACON EXECUTIVE SEARCH CONSULTANTS

Founded: 1986. Description: Benchmark International is a group of consulting specialists, providing services in institutional strengthening, project management, corporatization and privatization, and financial management. Benchmark was established by the Banschikov Family in 1986 to provide management consulting services. Benchmark staff members have lived and worked internationally and completed consulting projects in developing and transitional economies in such places as Europe, Asia, Central Pacific, Russia and United States.

❚ 1224

BETH SYSTEM CO. LTD.

15 McCallum St., Nos. 12-02 Natwest Centre 069045, Singapore PH: 65 6429 0690 E-mail: [email protected] URL: http://www.beacon-search.com Description: Beacon, an IT Executive Search firm, is in the business of finding extraordinary leaders in high technology economy. They were formed with the mission to provide Executive Recruitment Consulting Services through longterm client partnerships and to offer candidates a professional consulting service. Beacon is committed to meeting the recruitment needs of the most demanding and dynamic companies while satisfying the aspirations and career objectives of our candidates. We focus on mid to senior-level management search and specialize in the following high technology industries and sectors: Information Technology, Data Communications, Telecommunications, E-Business / E-Commerce, Internet / Intranet /Extranet, CAD / CAM / CAE, and Multimedia.

45/F The Center 99 Queen’s Rd. Central Hong Kong PH: 852 2391 2331 FX: 852 2391 1929 E-mail: [email protected] URL: http://bethsys.bethgroup.com/home.asp Founded: 1991. Description: Beth System Company Limited is an IT consultant firm in Hong Kong. The scope of their business includes Software Development, ERP Solution, Internet Usage Solution and Network Infrastructure Design and Development. They provide IT Total Solution for small to medium size business enterprises. They also specialize in computing consultancy for Internet and e-commerce systems.

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❚ 1225

BEACON TECHNOLOGIES LTD.

BEYOND SOLUTIONS INC.

707 Skokie Blvd., Ste. 190 Northbrook, IL 60062 PH: (847)509-1480

6301 Beach Blvd, Ste. 204 Buena Park, CA 90621 PH: (714)522-7553

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Founded: 1997. Description: Beyond Solutions, Inc. provides consulting and software solutions for clients who want to conduct E-Commerce. They specialize in the production of auction software. Their consultants help their clients make the crucial decisions involved in transitioning to an Internet business.

PO Box 8000-470 Abbotsford, BC, Canada V2S6H1 PH: (604)850-6908 FX: (604)855-0363 E-mail: [email protected] URL: http://www.bizresource.com Contact: Wendy McClelland, Principal

BIZ RESOURCE GROUP

Description: Numerous consultants, Internet service providers, web site designers, graphic artists, audio - video specialists, writers and technical professionals. Services include web site design, maintenance, and marketing; offline marketing campaigns; consulting, and business coaching. Seminars: Workshops, seminars, and training in Internet, business development, marketing, motivation. Geographic Area Served: Canada.

❚ 1226

SUSAN BILENKER COMMUNICATIONS PO Box 4716 Aspen, CO 81612-4716 PH: (970)927-9554 E-mail: [email protected] URL: http://www.design-site.net/sbweb Contact: Susan Bilenker, Owner Description: Provides World Wide Web page content and design development services.

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BIZMOOLIGHTER.COM 5001 Baum Blvd., Ste. 696 Pittsburgh, PA 15213 PH: (412)687-2228 FX: (412)687-4466 E-mail: [email protected] URL: http://www.bizmoonlighter.com Contact: Mr. Inder Guglani, President, CEO

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BIRCHTREE 5627 Fallsbrook Knoll Acworth, GA 30101 PH: (770)590-8338 FX: (770)590-9233 E-mail: [email protected] URL: http://www.birchtreehr.com Contact: Janet Walsh, President


FX: (714)522-6102 E-mail: [email protected] URL: http://www.beyondsolutions.com

Founded: 2000. Description: Connects moonlighting IT professionals with businesses with small, short-term needs. Provides a unique resource for IT consultants.

Description: A global human resources consulting company dedicated to assisting clients in the identification, development and implementation of management strategy and tactics. Activities have included developing human resources strategy and tactics for a growing e-commerce company, emphasizing recruitment and retention of key personnel. Geographic Area Served: Worldwide.

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Description: Blexel Ltd. offers the Blexel Intelligent Product Guide, a software program that acts as a virtual sales assistant on a client’s website to provide their customers step-by-step assistance in finding the products they are searching for quickly and easily. The product guide provides the client with 24 hour, seven day a week customer support without the added cost, while increasing customer service and customer loyalty.

BIRKBY LANCASTER CONSULTING Calder House 14 Deep Ln. Clifton Brighouse West Yorkshire HD64HF, United Kingdom PH: 44 1484 401739 FX: 44 1484 712037 E-mail: [email protected] URL: http://www.birkbylancaster.co.uk

BLEXEL LTD. PO Box 32 England BN36YQ, United Kingdom PH: 44 8707 456 992 E-mail: [email protected] URL: http://www.blexel.com

❚ 1232

BLUE HAMMOCK

Description: Birkby Lancaster Consulting specializes in improving customer service through qualitative research, process improvement through teams and skill transfer workshops.

Worldwide Headquarters 445 Fort Pitt Blvd., 4th Fl. Pittsburgh, PA 15219

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PH: (412)258-1200 FX: (412)258-1201 E-mail: [email protected] URL: http://www.bluehammock.com Founded: 2000. Description: Blue Hammock specializes in Customer Relationship Management integration services. They help clients build and maintain strong relationships by capturing and understanding their customer information, which helps their clients utilize their CRM program to increase revenue, profit and customer retention. They stress the people and relationship elements of a CRM solution. Major Partners: Siebel Systems Inc.; Interwoven Inc.; Summa Technologies Inc.

PH: 44 777 0441377 FX: 44 192 3836682 E-mail: [email protected] URL: http://www.martex.co.uk/boleat/index.htm Contact: Mr. Mark Boleat Founded: 1999. Description: Boleat Consulting, a London based company, specializes in consulting on strategic public policy and representational issues. It was founded by Mark Boleat to help trade associations improve their effectiveness and to help improve the process by which government departments and agencies interact with the private sector in formulating and implementing policy.

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BLUE HUB

❚ 1236

CHRISTOPHER BONNER CONSULTANTS INC

343 E 33rd St., 3rd Fl. New York, NY 10016 PH: (212)679-3679 E-mail: [email protected] URL: http://www.bluehub.com Description: Provides e-commerce solutions for online retailers. Online ventures include Web Design; Shopping Carts; Database Driven Directories; Corporate Intranets and Online Statistical Applications. Expertise in all aspects of the online world including: Programming of Online Applications; Web Site Graphic Design; Content Production; Online Media Campaigns; and Search Engine Optimization and Marketing.

❚ 1234

BLUE MARTINI SOFTWARE 2600 Campus Dr. San Mateo, CA 94403 PH: (650)356-4000 TF: 800-258-3627 FX: (650)356-4001 URL: http://www.bluemartini.com Contact: Monte Zweben, Chairman and Chief Executive Officer Description: Blue Martini Software helps companies understand, target and interact with their online or offline customers and business partners across multiple touch points. The suite includes four applications: Blue Martini Marketing, Blue Martini Commerce, Blue Martini Channels and Blue Martini Service. Each application can be used individually to meet a specific business need, or as a complete suite for managing catalogs, content, transactions, campaigns, analysis and personalization.

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BOLEAT CONSULTING 26 Westbury Rd. Northwood Middlesex HA63BU, United Kingdom

P0 Box 1115 6718 Van Fleet Dr. McLean, VA 22101 PH: (703)714-0466 FX: (703)714-0555 E-mail: [email protected] URL: http://www.bonnerconsultants.com Contact: Mr. Chris Bonner, APR, President and Founder Description: Chris Bonner Counsultants, Inc. counsels senior management of associations and corporations on positioning strategies and strategic communications. Their communications professionals identify and address barriers to communications so that the message comes through loud and clear. Communications barriers include: lack of cohesion, declining productivity, customer complaints, multiple messages, fragmented marketing, and erosion of market share.

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BORN 301 Carlson Pky. Minnetonka, MN 55305 PH: (952)258-6000 TF: 877-446-2676 FX: (952)258-6001 URL: http://www.born.com Founded: 1990. Staff: 900. Description: BORN’s expertise lies in web tracking, web-based customer service, systems integration, call center integration, user behavior analysis, recommendation engines and many other customer relationship management components. They can help clients determine how CRM is an opportunity for their business, then work with them to establish a strategic approach and vision, translate that vision into potent projects and architectures and develop new systems.

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BOSS COMMERCE LLC

BPT CONSULTING ASSOCIATES LTD.

3801 N Capitol of Texas Hwy E-240, Ste. 134 Austin, TX 78746 PH: (512)261-1990 FX: (775)218-9470 URL: http://www.bosscommerce.com

12 Parmenter Rd., Ste. B-6 Londonderry, NH 03053 PH: (603)437-8484 TF: 888-278-0030 FX: (603)434-5388 E-mail: [email protected] URL: http://www.bptconsulting.com Contact: John Kuczynski, President and Principal Consultant

Founded: 1995. Description: Boss Commerce helps their clients transition their business to the Internet. Their main goal is to help their clients be in full contact with their customers. They provide the services of application development, custom development, database development, web site development, web site marketing, IT services, ColdFusion development, and JAVA development.

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THE BOSTON CONSULTING GROUP (BCG) Exchange Pl., 31st Fl. Boston, MA 02109 PH: (617)973-1200 FX: (617)973-1339 E-mail: [email protected] URL: http://www.bcg.com Contact: Ms. Kathy Kaloutas Founded: 1963. Description: The Boston Consulting Group is an international strategy and general management consulting firm whose mission is to help leading corporations create and sustain competitive advantage. At BCG, they help companies understand how the Internet affects their businesses and how they can capitalize on emerging opportunities. BCG collaborate with their clients to develop clearsighted Internet strategies. They help them define and meet their most critical e-commerce challenges and work with them to design and implement advantageous business models. The approach they take to e-commerce work varies depending on an individual client’s needs.

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Revenue: US$450,000. Staff: 25. Description: Provides management consulting expertise and resources to crossindustry clients with services for: Business Management consulting, People/Human Resources Transition and Training programs, and a full cadre of multi-disciplined Technology Computer experts. Virtual consultants with expertise in e-commerce, supply chain management, organizational development, and business application development consulting. Seminars: Business: MRPII, DRPII, JIT/TQC. Business Requirements Analysis, Small Business Start-Up, Strategic Planning. People: Team Building, Performance Evaluation, Career Transition and Counseling Seminars. Technology: User Training for Customized Software, Internet, Full array of application development, i.e., C, Java, website development. Special Seminars: Provides a full array of computer and related user training services. Resources include application developers, database developers and managers, project management experts for a full array of industries (manufacturing, software, defense, healthcare, pharmaceutical, and small business). Geographic Area Served: Primarily the New England States (Massachusetts, New Hampshire, Vermont, Maine, Rhode Island, and Connecticut).


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BRADY GROUP 14679 Midway Rd., Ste. 115 Addison, TX 75001 PH: (972)404-0800 FX: (972)404-0834 URL: http://www.thebradygroup.com Contact: Ed Peretz

BOSTON INTERNET TECHNOLOGIES LLC Founded: 1974. Description: The Brady Group is call center consultant firm, providing management and technology consulting, project management and business re-engineering.

1599 Washington St., Ste. 2C Braintree, MA 02184 PH: (781)356-7707 TF: 877-448-7767 FX: (781)356-7709 E-mail: [email protected] URL: http://www.bitglobal.com

❚ 1243

BRAINSELL LLC

Founded: 1998. Description: Boston Internet Technologies is a meta-consulting firm in the general IT and relational database services industry and provides customer relationship management services to companies ranging from startups to Fortune 500’s, and can scale their solutions appropriately, whether a company is seeking a traditional networkbased CRM package or ASP model.

589 Bay Rd. PO Box 22 Hamilton, MA 01936 PH: (978)356-2654 FX: (978)412-9510 E-mail: [email protected]

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URL: http://www.brainsell-llc.com Contact: Jim Ward, Managing Partner

❚ 1247

Founded: 1994. Description: BrainSell is a software reseller, technical integrator and custom software developer that helps clients maximize the value of their customer relationships through technology by implementing technology and strategy to improve customer relationship management and increase customer loyalty and sales.

214 King St. W, Ste. 314 Toronto, ON, Canada M5H3S6 PH: (416)348-9229 TF: 800-283-1918 FX: (416)348-9402 E-mail: [email protected] URL: http://www.bravespace.com Contact: Bruno Francois, President and Chief Executive Officer

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BRAVESPACE INCORPORATED

TERRANCE BRANDON

Founded: 1999. Description: Bravespace Inc. develops solutions that meet objectives by leveraging the Internet to create advantages in the e-commerce marketplace.

547 Imo Dr. Dayton, OH 45405 PH: (937)275-1997 FX: (937)275-1167 E-mail: [email protected] URL: http://www.adgrafix.com/info/tbrandon Contact: Terrance L. Brandon, Owner

BREGGS CONSULTANTS

Staff: 2. Description: Web page design and hosting; Internet training; and Online research.

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BRAUN CONSULTING INC. 30 W Monroe, Ste. 300 Chicago, IL 60603 PH: (312)984-7000 FX: (312)984-7033 URL: http://www.braunconsult.com Contact: Steven J. Braun, Chairman, President, and CEO Revenue: US$152,160,000. Staff: 399. Description: Provides Internet application development and consulting services involving front office automation, customer relationship and supply chain management, analytical applications, e-commerce systems, and data warehousing.

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BRAVE RIVER SOLUTIONS

❚ 1248

28 boulevard Malesherbes 75008 Paris, France PH: 33 143 125151 FX: 33 143 125152 E-mail: [email protected] URL: http://www.breggs.com/us Founded: 1988. Description: Breggs Consultants, located in Paris, France provides strategy, organization and management consulting services. Breggs offers a team of consultants who all have operational experiences, varied educational backgrounds (engineering schools, business schools, universities, Political Science) and balanced age-ranges (from 26 to 56 years old), enabling them to cover a wide range of eCommerce skills and intervene at different levels of their clients’ company, from the Board of Directors to the operator.

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BRENDLER ASSOCIATES INC. 180 Joe Wimberley Blvd., Ste. 100 Overlook Plz. Wimberley, TX 78676 PH: (512)847-0690 FX: (512)847-0890 E-mail: [email protected] URL: http://www.brendler.com Contact: William F. Brendler, Founder and President Description: Brendler Associates teaches its online clients to lead and manage organizational change required to improve loyalty and customer retention.

490 Boston Post Rd. Sudbury, MA 01776 PH: (978)443-6735 FX: (978)443-6798 URL: http://www.braveriver.com

❚ 1250

Description: Bare River Solutions builds e-business solutions by helping clients create a strategy, implement and develop a system, and provide ongoing support. They also provide software selection, general consulting and technical services to the following industries: Distribution; Manufacturing; Retailing.

BRIGHTSTAR INFORMATION TECHNOLOGY GROUP, INC. 4900 Hopyard Rd., Ste. 200 Pleasanton, CA 94588 PH: (925)251-0000

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Description: Brulant provides e-business strategy development and e-commerce solutions. They provide the services to assist their clients with assessing, implementing and utilizing technology to achieve their business goals.

Staff: 100. Description: BrightStar Information Technology Group provides e-business consultation and software implementation primarily to mid-sized businesses and public sector agencies. Its third-party software covers customer relationship management, enterprise resource planning, and supply chain management.

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❚ 1251

45 Belden Pl., 3rd Fl. San Francisco, CA 94104 PH: (415)362-9567 FX: (415)362-2188 E-mail: [email protected] URL: http://www.btsgroup.com Contact: Mr. Henrik Ekelund, Founder

BRISTOL GROUP 250 Lutz St. Moncton, NB, Canada E1C5G3 PH: (506)855-5510 FX: (506)855-2732 E-mail: [email protected] URL: http://www.bristolgroup.ca Contact: Jim Barnes, Executive Vice President

BTS GROUP

Founded: 1985. Description: BTS Group are global business and technology consultants, supporting corporations in implementing change and profit improvements. Specialize in developing and delivering workshops containing tailormade business simulations: IT or manual based.

Founded: 1976. Description: The Bristol Group develops and implements web-based customer strategies, and uses methodologies to monitor the health of customer relationships to improve and evaluate them in terms of ROI and payback.

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FX: (925)251-0001 E-mail: [email protected] URL: http://www.brightstar.com Contact: Mr. Joseph Wagda, Chief Executive Officer

W.A. BUIE CONSULTING SERVICES 1202 Buckingham Ave. Garner, NC 27529 PH: (919)550-3747 E-mail: [email protected]

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RONALD O. BROWN CONSULTING Description: An Internet service provider for individuals, organizations, or companies. Services include Web site rental, Web page creation, URL submission to search engines, and domain name set up.

23 Baxter St., Ste. 2 Melrose, MA 02176 PH: (617)665-6269 FX: (617)662-0609 E-mail: [email protected] Contact: Ronald O. Brown, President

❚ 1256 Staff: 6. Description: Experienced with all aspects of information system and networking management consulting,ecommerce, strategic planning, product development, communications operations and management, and procurement and system implementation, as well as telecommunications education. Industries served: major corporations, governments, institutions, vendors, carriers and utilities. Seminars: Contact firm for complete listing. Geographic Area Served: Worldwide.

BUILDPOINT

❚ 1253

History: BuildPoint launched the construction industry’s first procurement application in November 1999, the company has played a key role in the industry’s adoption of technology as a means to operate more efficiently. Currently, there are more than 50,000 registered BuildPoint users who have initiated upwards of 1.6 million project bids reaching subcontractors nationwide. Description: Develops E-commerce solutions for the construction industry. Major Partners: BEA E-Commerce Server Division; McGraw-Hill Construction Information Group; Web Methods, Inc.

BRULANT 5595 Transportation Blvd., Ste. 230 Cleveland, OH 44125-5325 PH: (216)518-7900 FX: (216)518-7901 URL: http://www2.nmedia.com Contact: Mr. C. David Snyder, Chairman and CEO

2200 Bridge Pky., Ste. 103 Redwood Shores, CA 94065 PH: (650)620-1500 TF: 877-287-5378 FX: (650)620-1501 E-mail: [email protected] URL: http://www.buildpoint.com Contact: Mr. Mike Kaul, President, CEO

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technology planning; industry forecasts and reports for business; and public speaking engagements. Geographic Area Served: United States.

BUNNYFOOT Harwell Innovation Centre 173 Curie Ave. Harwell International Business Pk. Didcot OX110QG, United Kingdom PH: 44 123 583 8514 FX: 44 123 5 83 8501 E-mail: [email protected] URL: http://www.bunnyfoot.com

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BUSINESS DEVELOPMENT INTERNATIONAL INC.

Founded: 1999. Description: Bunnyfoot is a user-centred design consultancy who work as intermediaries between the sponsoring organization and the design team. They represent the end-user in the design process. Bunnyfoot provide objective analyses to Dr. the design process, ensuring that the business goals are reflected in a final design. They advise clients about the most appropriate approaches to take throughout the design cycle.

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BURNTSAND INC. 304 The East Mall, Ste. 500 Toronto, ON, Canada M9B6E4 PH: (416)234-3800 FX: (416)234-3900 E-mail: [email protected] URL: http://www.burntsand.com Contact: Mr. Paul Bertin, President and Chief Executive Officer Founded: 1996. Description: Burntsand provides e-commerce, systems integration, and consulting business. Burntsand provides software and telecommunications integration services for companies transitioning their businesses to the Internet. The company develops electronic trading exchanges, customer response systems, content management, and other online business applications for companies.

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BUSINESS AUTOMATION ASSOCIATES INC. 2211 E Highland Ave., Ste. 215 Phoenix, AZ 85016 PH: (602)264-9263 FX: (602)483-9821 E-mail: [email protected] URL: http://www.bizauto.com Contact: Mr. Brooks Hilliard, President Description: Services include selection of networked and multi-user computer systems and intranets, including both software and hardware; selection of data and voice communications systems; business-to-business Internet strategy consulting; expert consulting / expert witness services in computer-related lawsuits; mediation/resolution of disputes between computer buyers and computer companies; computer contract negotiation; computer feasibility studies and

5100 Cinnabar Dr., Ste. 100 Alpharetta, GA 30022 PH: (770)740-9979 FX: (770)740-9959 E-mail: [email protected] URL: http://www.bdii.net Contact: Russ Schoper, President Description: A specialized management consulting firm that focuses on business development. Areas of experience include payment systems, marketplace and competitive research, business development strategy and planning, marketing strategy and promotion, sales functional analysis, management, and leadership development, and new product development and research primarily within the credit/charge card payment industry and e-commerce. Seminars: Custom designed for each client. Geographic Area Served: United States, Canada, Europe, Asia, Australia, Latin America, South Africa, and Canada.

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BUSINESS DEVELOPMENT SERVICE LTD. (BDS) 19 High St. Harborne Birmingham B179NT, United Kingdom PH: 44 12 1427 6777 FX: 44 12 1427 9777 E-mail: [email protected] URL: http://www.bds-uk.co.uk Founded: 1989. Description: BDS specializes in e-commerce solutions from building a customer database, to planning and controlling operations to realizing the sales potential of the internet. They feature a long-established team of business advisers, trainers, facilitators and consultants, helping start-up, new and established businesses of all types and sizes.

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@BUSINESS EUROPE LTD. VIDEO

10 Honnor Gardens Isleworth Middlesex TW74SY, United Kingdom PH: 44 20 8568 7080 FX: 44 20 88470070 E-mail: [email protected] URL: http://www.atbusiness.co.uk

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Description: Business Systems Group Holdings is an information technology consulting and services provider.

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BV SOLUTIONS GROUP, INC. (BVSG)

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BUSINESS GUIDANCE SYSTEMS INC. 10950 Grandview Dr. Overland Park, KS 66210-1414 TF: 877-287-6588 E-mail: [email protected] URL: http://www.bvsolutions.com Contact: Mr. Gerald White, President

584 St. Clements Ave. Toronto, ON, Canada M5N1M6 PH: (416)783-6337 E-mail: [email protected] URL: http://www.businessguidance.com Contact: Harold Snider, Principal Consultant Description: Business Guidance Systems monitor, predict, report, alert and help identify corrective actions required when business deviates from plan. They are designed for commercial and public sector organizations using the Data Warehousing and Business Intelligence techniques, tools, technologies and talent. They have developed a wide variety of templates and guides for data warehousing and customer relationship management to use in new projects and when redoing existing systems and applications. These templates can be used as-is or can be tailored to the specific needs of a client’s company.

Description: BV Solutions Group, Inc. is an IT services provider that delivers rapid, fully integrated, front-end and technology-intensive back-end business solutions. Specializing in technology-intensive back-end services such as endto-end supply chain integration. BVSG helps clients leverage web-based applications to better innovate, increase capacity and improve efficiencies as they transition their businesses to the New Economy. The client base consists mainly of Fortune 1000 companies across a wide range of industries.


Description: Specializes in Intranet and e-commerce solutions, providing total information technology services. Major Partners: IBM; iPlanet; Chordiant; @Business Communications

❚ 1267

BYTEMASTERS ❚ 1264 PO Box 5794 Athens, GA 30604 PH: (706)369-3660 FX: (706)369-1311 E-mail: [email protected] URL: http://www.bytemasters.com Contact: Dax Tacey, Vice President of Marketing and Sales

THE BUSINESS PLANNING INSTITUTE INC. (BPI) 580 Village Blvd., Ste. 150 West Palm Beach, FL 33409 PH: (561)242-0429 FX: (509)352-3039 E-mail: [email protected] URL: http://www.bpiplans.com Description: The Business Planning Institute provides business plan writing, editing, review and assistance. The Principals of BPI have an extensive background in venture capital, finance, marketing, and business development with concentration in technology and Internet based businesses. The company has experience in writing business plans for large and small companies in both domestic and international markets.

❚ 1265

BUSINESS SYSTEMS GROUP HOLDINGS PLC (BSG) BSG House 226-236 City Rd. London EC1V2TT, United Kingdom PH: 44 207 880 8888 FX: 44 207 390 8500 URL: http://www.bsg.co.uk Contact: Mr. Nick Gerard, Chief Executive Officer

Founded: 1989. Description: Bytemasters delivers webbased management applications designed to provide customers with a low cost of ownership, high return on investment and reduced risk.

❚ 1268

C-BRIDGE INTERNET SOLUTIONS INC. 219 Vassar St. Cambridge, MA 02139 PH: (617)497-1707 FX: (617)528-1777 URL: http://www.c-bridge.com Contact: Joseph M. Bellini, President and Chief Executive Officer Revenue: US$83,000,000. Staff: 249. Description: A provider of strategic Internet consulting, development, and implementation services. Delivers end-to-end business solutions from executive education to strategy development, marketing/branding analysis, architectural assessment, and

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the development and deployment of Internet-based applications. Offers education programs that provide the skills required for planning and implementing Internet business solution.

❚ 1269

C PROMPT

product and application development solutions to large established companies as well as startups. They provide services for entire product life cycle for both vertical and system-level products. All services include product visualization, concept-refinement, engineering plan, prototyping, design, implementation, maintenance and customer support. They also help migrate existing products to new technologies and platforms.

KJB SOFTWARE DEVELOPMENT, INC.

10723 Preston Rd., Ste. 153 Dallas, TX 75230 PH: (214)750-1478 FX: (214)750-1478 E-mail: [email protected] URL: http://www.c-prompt-dev.com Contact: Mr. Kevin Bohacz, Founder

❚ 1272

CALL CENTER DEPOT

Founded: 1984. Description: C Prompt specializes in engineering automated, completely custom, internationalized, database driven, e-commerce business systems, web sites, and web applications.

❚ 1270

CACI INTERNATIONAL INC. 1100 N Glebe Rd. Arlington, VA 22201 PH: (703)841-7801 TF: 800-235-5915 FX: (703)528-4196 E-mail: [email protected] URL: http://www.caci.com Contact: Dr. J.P. London, Chairman Revenue: US$326,000,000. Staff: 4200. Description: Specializes in developing and integrating systems, software, and simulation prodcuts and providing information assurance services to government agencies and commercial enterprises worldwide. Delivers client solutions for systems integration, year 2000 conversion, information assurance/security, reengineering, electronic commerce, intelligent document management, product data management, software develoment and reuse, telcommunications and network services, and market analysis. Seminars: Year 2000 educational workshops. Geographic Area Served: Worldwide.

❚ 1271

CALIFORNIA SOFTWARE LABORATORIES INC. (CSWL) 6800 Koll Center Pkwy., Ste. 100 Pleasanton, CA 94566 PH: (650)372-2900 FX: (650)358-1525 E-mail: [email protected] URL: http://www.cswl.com/ Founded: 1992. Staff: 270. Description: California Software Labs (CSWL Inc.) is a Custom Software Solutions Provider based in Pleasanton, CA. CSWL provide software

25 Stonecreek Ct. Greensboro, NC 27455-2242 PH: (336)288-8226 FX: (336)288-8226 E-mail: [email protected] URL: http://www.callcenterdepot.com Description: Call Center Depot is a full-service Certified solutions group assisting companies of all sizes create and maintain high-performing, efficient call centers and offer help with outsourcing, if clients prefer. They can cover a variety of needs including customizing programs in the areas of benchmarking; start up, redesign or reengineering; systems review; eCommerce security consulting; strategic planning; evaluating current systems and procedures; contact center design; call center assessments and certification; mystery shopping; and outsourcing project management.

❚ 1273

CALL CENTRE INC. 34 Pippy Pl. St. John’s, NF, Canada A1B3X4 PH: (709)722-3730 TF: 888-693-2255 FX: (709)722-5220 E-mail: [email protected] URL: http://www.thecallcentreinc.com Founded: 1966. Description: The Call Centre Inc., also known as Telelink, started as a basic answering service, but has grown to include multi-media service delivery vehicles and can help any size company with their call center outsourcing requirements. They work with each client on an ongoing basis to customize service applications and assist them to meet their business objectives. Services provided include live e-Support, help desk, telemarketing, overflow reception, emergency response and more. Awards: 2001 Award of Excellence by the Canadian Assoc. of Message Exchanges; 2001 Hospitality Newfoundland and Labrador Award for Commitment to Excellence; St. John’s Board of Trade’s Business Achievement Award for Customer Service and Reliability.

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FX: (212)233-0457 E-mail: [email protected] URL: http://www.jpcanon.com Contact: James E. Rohan

CALLXCELLENCE PO Box 724 Grand Junction, CO 81502 PH: (970)256-0101 E-mail: [email protected] URL: http://www.callxcellence.com Contact: Ms. Lorraine Call, Founder and Principle Founded: 1999. Description: CallXcellence started as a call center consulting group and is now a coaching and consulting firm that assists individuals and organizations seeking to improve their business’s performance and purpose through leadership and personal coaching and business unit planning including satisfying and retaining customers.

❚ 1275

Staff: 8. Description: Consulting and executive search services in the areas of distribution, logistics, materials management, purchasing and the systems areas related to them. Industries served: primarily manufacturing, high volume consumer products (foods, pharmaceuticals and consumer packaged products) and business to business e-commerce companies. Geographic Area Served: Worldwide.

❚ 1278

CAP GEMINI ERNST AND YOUNG CANADA P.O. Box 1507, Station B Ottawa, ON, Canada K1P5R5 PH: (613)598-4410 FX: (613)232-5324 URL: http://www.capgemini.ca Contact: Serge Kampf, Chairman, Board of Directors

CALSERVE INTERNET 3811 Schaefer Ave. Ste. I Chino, CA 91710 PH: (909)517-1107 TF: 800-260-8860 FX: (909)517-1105 E-mail: [email protected] URL: http://www.calserve.com Description: CALSERVE located in Southern California, specializes in web site design and E-commerce solutions. We analyze your business needs and work with you to determine the best route for establishing a presence on the Internet.

❚ 1276

Founded: 2000. Staff: 60000. History: Cap Gemini Ernst and Young was created when Cap Gemini Group merged with Ernst and Young Consulting. Description: Cap Gemini Ernst and Young Canada provides IT consulting services to help its customers develop, evolve and transform themselves, at every level of their organization. Cap Gemini Ernst and Young has six global sector units, all of which function on an international, industry-focused scale to provide specific management consulting and IT solutions to clients.


❚ 1274

❚ 1279

CAMBRIDGE CONSULTING

CAPE BRETON COMMUNITY NETWORK

14105 Rocksprings Ct. Dallas, TX 75240 PH: (972)503-7611 FX: (972)503-7559 E-mail: [email protected] URL: http://www.cambridge.com Staff: 240. Description: Designs and develops innovative new products, processes and systems. Enables clients to turn business opportunities into commercial successes, whether launching first-to-market products, or expanding existing markets through the introduction of new technologies. Features a team of over 240 engineers and scientists, who are able to offer solutions across a diverse range of industries including healthcare, telecoms, industrial and consumer products, automotive and aerospace.

103-70 Crescent St. Sydney, NS, Canada B1S2Z7 PH: (902)567-2813 FX: (902)562-3480 E-mail: [email protected] URL: http://www.cbnet.ns.ca Contact: Debbie McGean, Executive Director Description: Provides Internet consulting services such as World Wide Web site hosting, HTML programming, page design, graphic design, and scanning. Geographic Area Served: Industrial Cape Breton.

❚ 1280

CAPE CONSULTING LTD. ❚ 1277

J.P. CANON ASSOCIATES 225 Broadway, Ste. 3602 New York, NY 10007 PH: (212)233-3131

5 The Courtyard High Street Staines Middlesex TW184DR, United Kingdom PH: 44 1784 417900 FX: 44 1784 417917

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E-mail: [email protected] URL: http://www.capeconsulting.com Contact: Ms. Lyn Etherington, Director Description: Cape Consulting’s techniques are designed to understand service excellence, to evaluate the processes and behaviors used in service delivery and to drive continuous improvements. Their approach gives clients the tools to evaluate their customers’ service expectations, develop a service vision, motivate employees to deliver sustainable improvements and measure customer satisfaction.

❚ 1281

CAPRICORN CONSULTING, INC. 2779 Clairmont Rd., Ste. B6 Atlanta, GA 30329 PH: (404)636-6165 FX: (404)636-7841 E-mail: [email protected] URL: http://www.capricornconsulting.com Description: Capricorn Consulting is a leading provider of software development and consulting services on the Microsoft platform. The solutions we build help our customers reduce costs and take advantage of new business. A team of experienced developers work to effectively integrate the latest technologies (XML, Web, SSL, Email) within the solution.

❚ 1282

CARMODY & BLOOM INC. 947 Linwood Ave. Ridgewood, NJ 07450-2939 PH: (201)670-1700 TF: 800-577-4149 FX: (201)670-1771 E-mail: [email protected] URL: http://www.carmodyandbloom.com Contact: Stuart Bloom Revenue: US$2,000,000. Staff: 12. Description: Firm provides management consulting strategy and research, including EFT and payment systems (credit and debit cards, ATMs, acquiring/processing, POS, electronic bill presentment and payment, homebanking, smart cards, prepaid cards, and industry and consumer research insurance industry, e-commerce, and healthcare systems). Geographic Area Served: Worldwide.

❚ 1283

CARREKER CORP. 4055 Valley View Ln., Ste. 1000 Dallas, TX 75244 PH: (972)458-1981 TF: 800-486-1981 FX: (972)701-0758

URL: http://www.carreker.com Founded: 1978. Description: Carreker provides consulting services and software that help banks shift from paper-based to electronic processing, increase revenues, reduce costs, and improve customer service. Carreker’s service offerings include consulting, project management, and software implementation. The company’s software offerings include tools for fraud detection, payment systems, cash inventory management, and cost reduction. Carreker also provides customized services and software. Carreker’s Global Technology Solutions (GTS) Division provides the financial community with payment solutions and services supporting check processing, check image capture, storage and delivery, fraud detection and management, electronic check presentment, and branch truncation.

❚ 1284

CASE CONSULTANTS TRAINING Mill House Firleaze Nailsea BS484DH, United Kingdom PH: 44 127 585 9666 FX: 44 127 585 4649 E-mail: [email protected] URL: http://www.casecons.com Founded: 1998. Description: CASE Consultants specialize in training and consultancy services for the Applications Development environment. Core specialties include; JAVA, HTML, JavaScript, EJB’s, Java Servlet, JavaServer Page, PERL, XML, Visual Basic, C, Micro Focus WORKBENCH, DB2 UDB for Windows, DB2 and DB2 UDB for OS/390, SQL, QMF, ISPF, JCL, COBOL, PL/1, FILE-AID, CICS, IMS, REXX, EASYTRIEVE, CA-TELON, HPS. CASE Consultants aim to provide practical education and training packages targeted at the client’s specific needs and requirements

❚ 1285

CASSIUM LTD. 2, King St. Twinkenham Middx TW13RZ, United Kingdom PH: 44 20 8843 8100 FX: 44 20 8843 8111 E-mail: [email protected] URL: http://www.cassium.com Description: Cassium is an international e-commerce company providing strategic e-marketing, web development, dynamic pricing, intranets, transaction systems, e-learning, project management, WAP, web TV, and online auctions. They provide enterprise customers with rapid, economic, business process enabled intranet and extranet solutions. Cassium solutions enable real-time communication and transactions amongst clients, employees and key partners.

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Founded: 1997. Description: Cayenta is an information technology (IT) consulting company. A subsidiary of government IT services specialist The Titan Corporation, Cayenta provides consulting services and proprietary and thirdparty software for accounting, billing and collection, customer service, merchandising, and plant and municipal operations management. The company also develops custom applications and integrates them with customers’ systems, and it offers business process support such as billing and fulfillment services. Cayenta targets the retail, utility, manufacturing, and government markets customers.

CATALYST IT PARTNERS LTD. 14 Charterhouse Sq. London EC1M6AX, United Kingdom PH: 44 20 7836 3123 FX: 44 20 7336 8256 E-mail: [email protected] URL: http://www.catalyst-it.com Contact: Dave Howard, Executive Director Founded: 1995. Description: Catalyst IT Partners is a specialized eCRM consultancy and helps bring companies quickly and efficiently into the eBusiness Contact Center environment. They can help clients design and build multimedia contact centers or use existing contact center operations to integrate the call center with the Internet and better facilitate customer service on every channel available.

❚ 1287

CATALYST SYSTEMS CORP.

5910 Pacific Center Blvd. San Diego, CA 92121-6301 PH: (858)550-5500 TF: 888-229-3682 FX: (858)550-5365 URL: http://www.cayenta.com

Glenloch Corporate Campus 1487 Dunwoody Dr. West Chester, PA 19380 PH: (610)889-7300 FX: (610)993-8405 E-mail: [email protected] URL: http://www.cbtech.com

❚ 1290

CBC ADMINISTRATION

Revenue: US$1,500,000. Staff: 12. Description: Specializes in providing configuration management consulting services for the client/server and internet platforms. The catalyst staff has expertise in implementing a variety of cm tools such as Intersalv PVCS, Computer Assoc., CCC/Hawest. Catalyst systems is partner with IBM, Platinum Technologies and Computer Associates International. Catalyst offers training and consulting services in all areas of configuration management for the distributed platforms. Industries Served: Banking, Insurance, Manufacturing. Seminars: Presenters at Computer Associates CAWorld, from 1996 to 2000. Also presenter at Platinum Platform 1998. Topics include automaking system builds, deploying version control and managing development efforts through configuration management. Geographic Area Served: United States.

CAYENTA INC.

CB TECHNOLOGIES INC.

Staff: 130. Description: Delivers custom software development, e-Business solutions, and consulting services to Fortune 500 and other leading companies. Our clients gain strategic advantage through our leading-edge technology solutions and our understanding of their business processes. Geographic Area Served: PA, NS, DE, MA.

743 Brookvale Ter. Glencoe, IL 60022 PH: (847)835-6107 TF: 800-359-8049 FX: (847)835-6109 E-mail: [email protected] URL: http://www.openmake.com Contact: Steve Tatlor, President

❚ 1288

❚ 1289


❚ 1286

113 Chastilian Rd. Dartford DA13LN, United Kingdom PH: 44 132 241 9055 E-mail: [email protected] URL: http://www.cbcadmin.co.uk Description: CBC Administration is a consulting group which works with busineses to fill their growing need for computing skills. They provide web page creation and editing, administrative support, such as word processing and data input, advice on the purchase and installation of personal computers, personal computer harware support, personal computer software support (we specialise in Linux and Novell), and fully qualified (Novell CNA) network administration.

❚ 1291

CC COMPUTING CORP. 2632 Crystalview Dr. Victoria, BC, Canada V9B5W5 PH: (250)478-0926 FX: (250)415-0688 E-mail: [email protected] URL: http://www.netcentricservices.com Contact: Mr. Stuart Cayser, Principal Consultant

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Description: At CC Computing they seek to find, master and apply the most appropriate Internet technologies for each unique set of requirements. They work with clients on the design of their Internet interface and produce formal design documentation. Their principal consultant works with clients to determine which technologies will best support their specific set of goals. CC Computing will design a scalable architecture, integrating online expansion fully with current operations. They can provide full outsourcing of their clients web site and full integration with other aspects of the business. They also provide training and technical support for the clients’ IT staff to work independently with their newly designed web site.

❚ 1292

CEDAR 100 E Pratt St., 16th Fl. Baltimore, MD 21202 PH: (410)576-1515 FX: (410)752-2879 URL: http://www.cedar.com

❚ 1295

CENTURY WEB DESIGN LTD. 44 Edington Ave. Heath CF143QG, United Kingdom PH: 44 292 063 8120 FX: 44 292 063 8120 E-mail: [email protected] URL: http://www.centurywebdesign.co.uk Description: Century Web Design specialises in producing sales and marketing web sites using both traditional web techniques and the latest technology such as ‘‘WAP’’ and ‘‘Flash’’ to create multimedia high quality web sites. We even have experience in designing for iTV (Interactive Television), Palm, Pocket PC and other new Internet media. We offer a full range of e-commerce services including e-shop our online shopping system and Digital Certificates to guarantee security.

❚ 1296

C.E.T.A. CORP. Description: Provides services in the areas of informationtechnology strategy, e-business implementation, enterprise resource-planning system implementation, Organizational strategy and marketing.

❚ 1293

CENTERBEAM, INC. 5302 Betsy Ross Dr. Santa Clara, CA 95054 PH: (408)844-0900 FX: (408)844-0999 E-mail: [email protected] URL: http://www.centerbeam.com Contact: Mr. Kevin Francis, President and Chief Executive Officer Description: CenterBeam provides outsourced information technology consulting and services for a wide range of businesses. CenterBeam delivers a complete end-user environment for the clients they serve.

❚ 1294

CENTURY SYSTEMS 8033 University Blvd., Ste. C Des Moines, IA 50325 PH: (515)223-8088 FX: (515)232-0449 E-mail: [email protected] URL: http://www.centsys.com

1430 Oak Ct., Ste. 101 Beavercreek, OH 45430-1064 PH: (937)427-2382 FX: (937)427-2896 E-mail: [email protected] URL: http://www.ceta.com Contact: Charles Walsh Revenue: US$5,900,000. Staff: 69. Description: A technology consulting firm providing Enterprise Technology-based Business Solutions. These services and solutions have enabled our clients to integrate heterogeneous computer platforms into unified departmental, corporate and enterprise computing systems that are easy to use and manage. In 1998, C.E.T.A. formulated a strategic Go To Market solution suite concentrating on the following business-technology markets: Internetworking; Enterprise Systems Management; DataWarehousing; Electronic Commerce/Internet Services; Package Applications/Enterprise Resource Planning. Ohio; and Ogden, Utah. Special Seminars: C.E.T.A. analysts have certifications in several capacities: MCSEs, MCPs, CNAs, CNEs, PCLP and AIX Support. Their consultants are qualified in defining the business rules and implementing the Tivoli product suite to achive a managed environment and lower operational costs. Geographic Area Served: Dayton, Columbus and Cincinnati, Ohio; and Ogden, Utah.

❚ 1297

CGBI

Description: Century Systems is a complete Computer Reseller/Network Integrator. Provides consultations, network designs, installations, network training and full service support for over 20 years.

69 boulevard Gallieni 92130 Issy les Moulineaux, France PH: 330155955300 FX: 330155955353 URL: http://www.cgbi.fr Contact: Mr. Yves Dreyfus, President

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IT Consultancy in e-timescales, enabling our clients to respond to market challenges and achieve vital business objectives.

❚ 1301

ASCOT CHASE INC. ❚ 1298

CGI GROUP INC.

7373 N Scottsdale Rd., Ste. D-215 Scottsdale, AZ 85253-5507 PH: (480)949-7965 FX: (480)941-5542 E-mail: [email protected] URL: http://www.ascotchase.com

1130 Sherbrooke St. W, 5th Fl. Montreal, PQ, Canada H3A2M8 PH: (514)841-3200 FX: (514)841-3299 URL: http://www.cgi.ca Contact: Mr. Serge Godin, Chairman Founded: 1976. Staff: 13000. Description: Worldwide provider of information technology solutions that include IT strategies, component based development, and E-business solutions. Provides end-to-end IT services and business solutions to more than 3,000 clients worldwide from more than 60 offices in more than 20 countries.

Description: Ascot Chase Inc. features international business development consultants and investment bankers specializing in e-commerce and e-business. Expertise ranges from strategic alliances and joint-ventures to specific areas of expertise in entrepreneurship, business growth and management, marketing and public relations, banking and finance, relevant areas of law and taxation, all with a strong focus on the various segments of the e-commerce and hightechnology industries.


Founded: 1984. Description: CGBI is an information technology (IT) company that provides systems engineering, consulting, and maintenance services primarily to banks, insurance companies, and other financial institutions. CGBI designs and builds secure networks, enterprise resource planning systems, and e-commerce systems.

❚ 1299 ❚ 1302

CHAOSEDGE LTD.

CHATBROKER INTERNATIONAL LTD. No 1, Ground Fl. 4-5 Palmeira Sq. Hove BN31EF, United Kingdom PH: 44 845 300 3689 E-mail: [email protected] URL: http://www.chaosedge.com

180 Glenbrook Rd., Ste. 45 Stamford, CT 06902 PH: (203)348-5754 URL: http://www.chatbroker.com

Founded: 1995. Description: Chaos Edge consultants can assist clients in examining what alternatives are available and appropriate for their needs. They assist and help plan Internet. They provide a full range of web related services that include: web site planning, web site design and build, web site maintenance, web site content development, web site management, web site promotion, and E-Commerce and database integration,

Founded: 1997. Description: Chatbroker International is a provider of cost effective, real-time, interactive, Internetbased communications between organizations, their customers, employees and business partners.

❚ 1303

CHATHAM SYSTEMS GROUP INC. 21 Green Village Rd. Madison, NJ 07940 PH: (973)410-5000 E-mail: [email protected] URL: http://www.chathamsystems.com

❚ 1300

THE TERENCE CHAPMAN GROUP New City Ct. 20 Saint Thomas St. London SE19SD, United Kingdom PH: 44 20 7089 3000 FX: 44 20 7556 0020 URL: http://www.terencechapmangroup.com Contact: Sir Collin Southgate, Chairman Founded: 1986. Description: The Terence Chapman Group offers information technology consulting services primarily to corporate customers in the financial services industry. TCA Consulting helps financial sector institutions to prosper in the eBusiness world. They provide business advice and

Founded: 1986. Description: Chatham Systems Group starts, customizes and maintains business systems for customer relationship management and data warehousing. These systems, which can be built for a variety of businesses from large corporations to a growing online business, can help clients reduce marketing and business expense and increase customer acquisition, customer retentions and business profitability through improved customer relationships, business intelligence, data analysis and reporting. Major Partners: E.piphany Inc.; Delos Technology; PricewaterhouseCoopers; Crystal Decisions.

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❚ 1304

CHEROKEE INFORMATION SERVICES, INC.

served: telephony, data processing, electrical, utility, mechanical, chemical systems, components, and crisis management for companies in bankruptcy. Seminars: Strategy Planning Workshop facilitators. Geographic Area Served: North America, Asia, Europe, Latin America.

1215 Jefferson Davis Hwy., Ste. 800 Arlington, VA 22202-4341 PH: (703)416-0720 FX: (703)416-1045 E-mail: [email protected] URL: http://www.cherokee-inc.com Contact: Mr. Michael Hodges, Chairman and Chief Executive Officer

❚ 1307

Description: Cherokee Information Services provides information technology consulting and implementation services for government and commercial customers from its offices in Ohio and Virginia.

❚ 1305

CHERWEST.COM INC. 1604 Hwy 97 S, Ste. 2-144 Redmond, OR 97756 E-mail: [email protected] URL: http://www.cherwest.com Founded: 1997. Description: CherWest.Com was founded in early 1997 for the purpose of assisting businesses to offer and promote goods and services for sale online. CherWest is an Internet marketing consultant and Internet business consultant to aid in the development of an ecommerce marketing plan and to help implement your web site marketing plan will benefit. They specialize in business-to-business Internet marketing services and business to consumer marketing. CherWest can assist in the development of an effective and sustainable web site marketing plan and implement your ecommerce online marketing plan for business to business ecommerce or business to consumer.

❚ 1306

THE CHICAGO GROUP INC. 744 N Wells St. Chicago, IL 60610 PH: (312)751-0303 FX: (312)751-0470 E-mail: [email protected] URL: http://www.thechicagogroup.com Contact: Lester Teichner, President Revenue: US$3,000,000. Staff: 23. Description: Specializes in strategic marketing (Internet and Terrestrial) exclusively for industrial and technical product companies and service organizations. Provides market research to provide understanding; strategic analysis and planning to develop direction; and hands-on support to enhance implementation. Creates complex web sites for B2B companies through its Loudbark, LLC subsidiary. Has performed hundreds of successful assignments in the U.S. and abroad, for small and large publicly and privately held companies. Industries

CIBER INC. 5251 DTC Pkwy., Ste. 1400 Greenwood Village, CO 80111 PH: (303)220-0100 FX: (303)220-7100 URL: http://www.ciber.com Contact: Mac Slingerlend, President/CEO Founded: 1974. Staff: 6000. Description: CIBER Inc. provides IT services for Internet strategy and development, and complete life cycle system integration (from customer quotation through cash collection) for both private and government sector clients. Major Partners: Cisco Systems; Citrix; Commerce One; EMC; IBM; IONA; Mc Data; Microsoft; Microstrategy; MobileSys; Oracle; Palm; People Soft; SAP; Siebel; Sun Microsystems; SupplySolution Awards: Forbes magazine’s ‘‘Best Small Companies’’ 1994-1997; Fortune magazine’s ‘‘Top 100 Fastest Growing Companies’’ 1998 and 1999; Smart Reseller’s ‘‘Smart 50 Companies’’ 1999; ‘‘Smart 100 Companies’’ 2000; ColoradoBiz’s IT Company of the Year.

❚ 1308

CIMCOR INC. 8252 Virginia St., Ste. C Merrillville, IN 46410 PH: (219)736-4400 FX: (219)736-4401 URL: http://www.cimcor.com Contact: Robert E. Johnson III, President Staff: 17. Description: Provides system integration, e-commerce solutions, and software development. Special Seminars: Developed an Order Tracking Software package specifically for liquid terminaling operations. CimTerm OTS is an order tracking/management system. It uses open architecture and can be adapted for e-commerce.

❚ 1309

CINCINNATI COMPUTER CONCEPTS PO Box 135 Milford, OH 45150-0135 PH: (513)576-9966 FX: (513)576-9960 E-mail: [email protected] URL: http://www.cinticomputer.com Contact: Mark Sund, Principal

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E-mail: [email protected] URL: http://www.clarity.ca Contact: Mr. Rob Sykes, President Description: Clarity is focused exclusively on providing Web-based solutions to businesses and organizations across Canada. Clarity sees the Internet as a tool for managing and streamlining business. They help their clients to the Internet as a medium for communicating to employees, shareholders, and partners and customers. If managed properly, the Internet can also provide significant returns on investment. Much of Clarity’s work is based on the transition of existing business processes into Web-based processes.

❚ 1313

CLARKSTON CONSULTING Research Triangle Park 1007 Slater Rd., St. 400 Durham, NC 27703 PH: (919)484-4661 TF: 800-652-4274 FX: (919)484-4450 URL: http://www.clarkstonpotomac.com

❚ 1310

CIRCLE MEDIA LTD. 23 Ballater Dr. Warrington WA20LX, United Kingdom PH: 44 192 582 4652 FX: 44 192 583 8615 E-mail: [email protected] URL: http://www.circlemedia.co.uk/service.htm Description: Circle Media Ltd are e-commerce consultants who specialize in web site design, web site marketing and web site management for clients who wish to conduct business via World Wide Web.


Description: Provides on-site computer training and information for home, business and education. Training includes personal, small business, and educational uses of Windows and Macintosh systems and client-side Internet operations. Applications include desktop publishing, image processing, business and scientific calculations, Internet and database search strategies, web and email clients, and web page design. Consulting is provided for computer security, personal privacy, and preventative maintenance and optimization of hardware and operating systems. Also provides on-site computer training and information for home, business and education. Training includes personal, small business, and educational uses of Windows and Macintosh systems and clientside Internet operations. Applications include desktop publishing, image processing, business and scientific calculations, Internet and database search strategies, web and email clients, and webpage design. Consulting is provided for computer security, personal privacy, and preventative maintenance and optimization of hardware and operating systems. Geographic Area Served: United States.

Description: Clarkston Consulting’s customer relationship management experts can help clients improve market share, reduce sales cycles and improve their selling percentages by implementing clear, actionable CRM strategies, processes and technologies. Their CRM services include business process analysis and design, selling process optimization, return-on-investment analysis, software evaluation and selection, project planning and management, CRM application customization, application integration, web strategies and design, training and change management and outsourcing and post-implementation support.

❚ 1311

CLARITY CONSULTING ❚ 1314

3725 Maybelle Ave. Oakland, CA 94619 PH: (510)531-5464 E-mail: [email protected] URL: http://www.consultclarity.com Contact: Cyndi Norman

CLARKSTON * POTOMAC

Staff: 2. Description: Offers webpage design, from simple to complex; help with account setup, internet tools, and computer use. Specialize in small businesses and non-profits. Geographic Area Served: United States.

❚ 1312

CLARITY ENTERPRISE INTERNET DEVELOPMENT 550 6th Ave., SW, Ste. 925 Calgary, AB, Canada T2P0S2 PH: (403)705-5900 FX: (403)705-5901

2605 Meridian Pky., Ste. 100 Durham, NC 27713-2297 PH: (919)484-4400 TF: 800-652-4274 FX: (919)484-4450 E-mail: [email protected] URL: http://www.clarkstonpotomac.com Contact: Tom Finegan, CEO Revenue: US$43,600,000. Staff: 250. Description: A fullservice consulting firm that provides a range of information technology consulting services including e-business strategies and solutions. Specializes in strategic enterprise-wide packaged software implementations, by offering objective insights. Helps companies improve their performance in areas such as continuous flow manufacturing; process flows and system design of workstations; routings and bill of materials; pipeline transfers; outbound logistics including bulk material handling via rail, tank trucks, and ISO containers;

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capacity planning; work scheduling; active ingredient pricing; EDI; consignment inventory; seasonal planning, scheduling, and forecasting; third-party manufacturing; warehousing of bulk and packaged products; and export/import.

customer from the customer’s perspective, develop strategies and help improve their top line and bottom line. Major Partners: Peregrine Systems.

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❚ 1318

BRUCE CLAY LLC

COBRA INTERNET SOLUTIONS INC.

207 W Los Angeles Ave., Ste. 277 Moorpark, CA 93021 PH: (805)517-1900 FX: (805)517-1919 E-mail: [email protected] URL: http://www.bruceclay.com

22 Beals St. Brookline, MA 02446 PH: (617)232-4744 FX: (617)232-4778 E-mail: [email protected] URL: http://www.cobrai.com

Description: Bruce Clay Internet Business Consultants offer many forms of consulting including web site design and search engine promotion to assist an Internet business.

Description: Provides web consulting services with experience in many different programming languages. Delivers a broad range of web and software services to help businesses succeed in the internet economy. Combines strategic consulting, technical expertise and creative design services to capitalize on the power and efficiency of the Internet

❚ 1316

CLEAR TECHNOLOGIES LLC 4475 S Clinton Ave., Ste. 235 South Plainfield, NJ 07080 PH: (908)412-6291 FX: (908)412-6295 E-mail: [email protected] URL: http://www.cleartechnologies.com Description: Clear Technologies is a Customer Relationship Management Centric System Integrator with extensive CRM project implementation experience with experience in most industry segments including eBusiness solutions. They have helped many Fortune 500 companies to implement CRM Applications. They have helped clients successfully implement call centers, sales force automation, logistics and other aspects of CRM. Major Partners: Clarify; Siebel; BEA Systems.

❚ 1319

THE COCKBURN GROUP 32 Parklands Widnes Cheshire WA84NQ, United Kingdom PH: 44 151 4233570 FX: 44 151 4233570 E-mail: [email protected] URL: http://www.cockburn-group.co.uk Description: The Cockburn Group are independent consultants, banking advisors and corporate finance brokers. They provide business expansion related services including acquisition analysis, corporate review and appraisal, interim and crisis management, and strategic analysis.

❚ 1317

CMANGO INC. ❚ 1320

CODE RED CONSULTANCY LTD.

614 Town and Country Village Sunnyvale, CA 94086 PH: (408)991-9922 FX: (408)991-9944 E-mail: [email protected] URL: http://www.cmango.com Description: cMango is an Infrastructure Management and Customer Relationship Management Systems Integrator. cMango’s strategy teams work with clients to understand their business, offer strategic insights and develop implementation plans for customer centric processes. They help clients understand significant business drivers for CRM strategies, develop Return on Investment models and business case justifications, integrate cMango’s business and technology expertise with their Business Goals, facilitate multiple customer taskforces to design a single integrated view of the

75 Cannon St. London EC4N5BN, United Kingdom PH: 44 20 7556 7050 FX: 44 20 7556 7450 E-mail: [email protected] URL: http://www.code-red.co.uk Founded: 1998. Description: IT consultants, focusing on financial institutions to maximize returns through the effective use of technology in meeting business goals. Bases consulting strategy on three stage engagement model - success criteria, diagnosis capability, and solution architecture. / MJP Sun Microsystems; Asset Control; Morse; Oracle; Sybase; SSIT; IBM

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❚ 1324

CODECENTRIC.COM SOLUTIONS

COE-TRUMAN TECHNOLOGIES INC. (CTT)

5070 Kingsway Burnaby, BC, Canada V5H2E7 PH: (604)321-8178 FX: (604)321-7280 E-mail: [email protected] URL: http://www.codecentric.com Contact: Lawrence C. Ng, Principal

206 Burwash Ave. Savoy, IL 61874-9510 E-mail: [email protected] URL: http://www.ctt-inc.com

Description: A fully integrated, strategic computer integration firm that specializes in helping small to medium size enterprises (SME) achieve their competitive advantage through the design, delivery, deployment, and support of networking, thin-client, Internet, e-storefronts, and web commerce strategy solutions. Offers a comprehensive service package that includes network design and installation, Internet implementation, thin client implementation, IT outsourcing, system support, and disaster recovery. Geographic Area Served: Canada.

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Founded: 1982. Description: Coe-Truman Technologies Inc. specializes in integrated business and web solutions. Capabilities include building searchable electronic catalogs, interactive websites, secure payment, and even order tracking systems.

❚ 1325

COGNICASE INC. 111 Duke St., 9th Fl. Montreal, PQ, Canada H3C2M1 PH: (514)228-8888 FX: (514)228-8955 URL: http://www.cognicase.ca Description: COGNICASE offers corporations and government agencies a bevy of consulting and systems integration services, including management of information systems projects, e-commerce deployment, software conversion, and platform migration. COGNICASE accents its services with software for managing functions including payroll, electronic billing, Web development, and customer relationship management.

CODEKATZ.COM INC. 24231 Grayston Dr. Lake Forest, CA 92630 PH: (949)285-5997 FX: (949)285-5997 E-mail: [email protected] Contact: Doug Baker, Principal Description: Provides eBusiness and eCommerce internet/ intranet/extranet project outsourcing and/or recruiting services. This includes project management, requirement definitions, development, database, graphic design, multimedia, testing, implementation, and support. Geographic Area Served: United States.


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COGNIZANT TECHNOLOGY SOLUTIONS 500 Glenpointe Centre W Teaneck, NJ 07666 PH: (201)801-0233 TF: 888-937-3277 FX: (201)801-0243 E-mail: [email protected] URL: http://www.cognizant.com

❚ 1323

CODOT LTD. Chester Enterprise Centre, Ste. 16 Hoole Bridge CH23NE, United Kingdom PH: 44 124 434 0401 FX: 44 124 434 1419 E-mail: [email protected] URL: http://www.codot.com Description: Codot Ltd is an Internet company with a wide range of resources at hand to offer cost effective solutions for Internet and Web Design needs. They provide a consultancy service to tailor the marketing services to get the most out of your site.

Description: Cognizant Technology Solutions provides enterprise consulting and outsourcing services including assistance with eBusiness solutions and customer relationship management to Fortune 500 and Blue Chip companies in the US and Europe. They can help clients through their end-end CRM services including consulting and advisory services, planning and deployment and post-implementation support, which can help clients increase sales, decrease costs, improve customer retentions and improve customer relations. Solutions support includes analytical CRM, operational CRM and collaborative CRM. Major Partners: BEA Systems; Berkeley Enterprise Partners; Computer Sciences Corp.; CyberSource; Epicentric; Erisco Managed Care Technologies; FileNet; Getronics; GIC; IBM eBusiness; Informatica; iPlanet; Jacada; Loud Cloud; Microsoft’s Certified Solutions Provider; New Era of Networks Inc.; Nokia;

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OpenNetwork Technologies; Oracle; Pegasystems; Questra; Rational Software; Siebel Systems; Tibco Software; Viant.

Description: Electronic commerce, knowledge management, web site applications and Lotus Domino applications. Major Partners: IBM; Lotus Development Corp.; CALTECH Information Technologies; Coles Associates, Ltd.

❚ 1327

J.H. COHN LLP

❚ 1330

COLLEGIS INC.

75 Eisenhower Pkwy. Roseland, NJ 07068 PH: (973)228-3500 TF: 800-879-2571 FX: (973)228-0330 URL: http://www.jhcohn.com Founded: 1919. Description: J H Cohn’s consulting professionals offer specialized expertise in a variety of sectors from financial services to manufacturing to telecommunications. They provide services through a number of consulting roles. They act as expert resources, facilitator, project manager, quality control, and extra hands. As an expert resource, their consultants will provide an external perspective on business and technology issues. As a facilitator they act as an objective third party. As project manager, they may assume a leadership role for projects where they manage the client’s staff alongside their professionals. Also as extra hands they fill the gaps in their client’s internal accounting, tax and system/ technology departments. They can supplement permanent staff with experienced professionals that work at the client’s discretion for as long as they are needed.

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COLE SYSTEMS ASSOCIATES INC. 174 Hudson St., 6th Fl. New York, NY 10013 PH: (212)965-6400 TF: 888-COL-ESYS FX: (212)965-6401 E-mail: [email protected] URL: http://www.colesys.com Contact: Ivan Cole Revenue: US$1,540,000. Staff: 85. Description: A business services consulting firm working for clients in New York state. Specializations in network infrastructure, financial accounting systems, e-commerce, and back end integration. Seminars: LAN/WAN Integration. Geographic Area Served: NY, NJ CT, PA, Ontario (Canada).

❚ 1329

COLES + GARRATT ASSOCIATES 16 Ash Rd. Norwood, MA 02062 PH: (781)278-9522 FX: (781)278-9521 E-mail: [email protected] URL: http://www.colesgarratt.com

2300 Maitland Center Pkwy., Ste. 340 Maitland, FL 32751 PH: (407)660-1199 TF: 800-800-1874 FX: (407)660-8008 E-mail: mgomezcoloradolegis.com URL: http://www.collegis.com Contact: Mr. Thomas Huber, President and Chief Executive Officer Founded: 1986. Description: Collegis is an information technology (IT) services and consulting firm that specializes in providing services to post-secondary institutions. The company offers a variety of services, including course development, faculty and student support, Web design, and marketing and branding strategies.

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COLLIER & MARKOWITZ 235 Montgomery St., Ste. 1049 San Francisco, CA 94104 PH: (415)982-7852 FX: (415)982-1429 E-mail: [email protected] URL: http://ourworld.compuserve.com/homepages/ sf_accountant/ Contact: Norman Markowitz, Director Description: Helps address a variety of business issues, including cash flow improvement, budgeting and forecasting, computerized accounting systems (selection, implementation and training), business valuations, personnel selection, employee benefit planning, mergers and acquisitions, and Internet web page design.

❚ 1332

COMINO GROUP PLC Furlong Rd. Bourne End SL85AJ, United Kingdom PH: 44 01628 525 433 FX: 44 01628 521 641 URL: http://www.comino.com Description: Comino Group provides information technology consulting and services to local governments and social housing operations. They focus on providing computerized core business solutions to three defined sectors: local government, occupational pensions and social housing.

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They also offer customer service training programs designed for specific industries including retail, hotels, nursing homes, supermarkets, financial institutions, colleges and universities, car dealers, real estate and others.

COMMON VISION 11011 Richmond Ave., Ste. 710 Houston, TX 77042 PH: (713)785-8300 FX: (713)785-8233 E-mail: [email protected] URL: http://www.commonvision.com

❚ 1336

COMPSTAR TECHNOLOGIES INC.

Founded: 1996. Description: Provides integrated web strategy consulting and technology services. Comprised of experienced industry consultants, architects and digital media and technical consultants, each industry group delivers solutions that provide answers to industry issues.

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COMMSCIENCES INC. 6210 Wilshire Blvd., Ste. 200 Los Angeles, CA 90048 PH: (323)937-7607 FX: (323)937-0160 E-mail: [email protected] URL: http://www.commsciences.com Contact: Dr. Jack Torobin, President

913 Union St. Mishawaka, IN 46544 E-mail: [email protected] URL: http://www.compstar.com Description: CompStar Technologies is a designer and developer of e-commerce websites, with an emphasis on web visibility and profitable traffic generation. Their e-business and e-commerce consultants analyze your business strategies and needs, and create a website approach that is innovative and effective.

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COMPUTER CONSULTING FROM THE BEACH

Revenue: US$1,000,000. Staff: 10. Description: Firm offers research services to support public relations, corporate advertising, impact of new communications media, communication entertainment, and Internet/web development. Also provides strategic management consulting on communications, marketing, opinion surveys, and organizational development and assessment. The company specializes in media campaigns and evaluation tools. Also conducts government sponsored and media sponsored surveys. Serves all industry sectors, especially.com, wireless telecommunications, interactive media, and consumer electronics. Special Seminars: Survey data analysis and statistics. Geographic Area Served: Worldwide.


❚ 1333

808 1st St., Ste. 2 Indian Rocks Beach, FL 33785 PH: (813)596-7330 FX: (813)596-6334 E-mail: [email protected] URL: http://www.IslandTime.com Contact: David Moninger, Owner Description: Internet marketing services offered include HTML authoring, graphic design, and scanning. On-site training is available to organizations. Intranet setup assistance is also provided.

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COMPUTER DESIGN AND INTEGRATION, LLC (CDI)

❚ 1335

COMMUNICATION STRATEGY CONSULTANTS

696 Rte. 46 West Teterboro, NJ 07608 PH: (201)931-1420 TF: 800-234-5531 FX: (201)931-0101 E-mail: [email protected] URL: http://www.cdillc.com Contact: Mr. Eric Bakker, President and Chief Executive Officer

136 W 74th St. New York, NY 10023 PH: (212)362-5215 FX: (212)362-6169 E-mail: [email protected] URL: http://www.communicationstrat.com Description: Communication Strategy Consultants provides customer service training via a three-module process. These modules teach clients various aspects of customer service including how to define their internal and external customers, identify why customers decide to buy products or services from their company, identify what’s important to their customers, communicate courtesy and effectively over the telephone, collaborate with co-workers to provide excellent service and set goals to attain excellence in customer service.

Founded: 1995. Description: Computer Design and Integration (CDI) offers traditional information technology (IT) services: consulting, systems design and integration, and software development; along with more specialized services such as disaster recovery, network security, and systems administration. CDI was founded in 1995 with the goal in mind of providing innovative and comprehensive business solutions and services.

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❚ 1342

COMPUTER HORIZONS CORP. (CHC)

COMPUTER TECHNOLOGIES AND INTERNET SOLUTIONS INC. (CTIS)

49 Old Bloomfield Ave. Mountain Lakes, NJ 07046-1495 PH: (973)299-4000 TF: 800-321-2421 FX: (973)402-7988 URL: http://www.computerhorizons.com Description: Computer Horizons Corp. (CHC) provides a variety of information technology (IT) services, including enterprise application development, project management, staffing and outsourcing, strategic consulting, and Web site design and implementation.

PO Box 941094 Atlanta, GA 31141 PH: (770)493-4299 FX: (770)493-4628 URL: http://www.webpageguru.com Founded: 1997. Description: Computer Technologies and Internet Solutions Inc. is a web design, hosting, development and maintenance, networking design and installation, and E-commerce solutions company. They offer many different options for doing business online.

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COMPUTER TUTOR

❚ 1340

COMPUTER RESOURCE TEAM INC. (CRT) Innsbrook Corporate Park 4101 Cox Rd., Ste. 320 Glen Allen, VA 23060 PH: (804)273-1822 TF: 800-278-6381 FX: (804)273-1658 E-mail: [email protected] URL: http://www.crtnet.com Contact: Keith Warman, President, Chairman & CEO Description: Builds e-business solutions for growing companies looking to harness the power of business information. Services include: Software Development Services; Database Administration; Data Warehousing; Network Consulting; Software Sales and Licensing.

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COMPUTER SOFTWARE SYSTEMS INC. 444 Skokie Rd., Ste. 301 Wilmette, IL 60091 PH: (847)251-6500 FX: (847)251-6502 Contact: Sheldon Greenberg, President Staff: 3. Description: Provides system studies and analysis to evaluate clients’ needs and requirements for the purpose of obtaining or evaluating an existing computerized business accounting system. Installs and supports MS DOS, Novell Netware and Windows-based systems. Specializes in turnkey business management accounting and e-commerce systems in the wholesale and distribution, light manufacturing, service and construction industries. Services include hardware and software selection, installation, maintenance, training and ongoing support. Serves the metropolitan Chicago area. Seminars: MS DOS; Novell Netware Computerizing Your Business, Computer Security.

4195 Knob Creek Rd. Brooks, KY 40109 FX: (502)922-9011 URL: http://www.members.gnn.com/donj3/donj3.htm Contact: Don Justice, President Description: World Wide Web page publishing and design services, including tutoring, are available. Hardware and software installation and support is also offered.

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COMPUWARE CORP. 31440 Northwestern Hwy. Farmington Hills, MI 48334 PH: (248)737-7300 URL: http://www.compuware.com Staff: 10000. Description: For nearly 30 years Compuware has been providing IT professionals to businesses around the world to help them make the most of their IT assets. Compuware has the people, processes and products for every aspect of the application life cycle. Their IT professionals include both Microsoft Certified Professionals and Certified Internet Webmasters who can help deliver projects to fill clients’ needs. Compuware products, services and solutions help IT professionals develop, integrate, test and manage the performance of the applications driving their businesses. With Compuware tools clients can optimize every step in the application process for mainframe, distributed and web platforms.

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CONCENTRIC ENTERPRISES INC. 7154 N University Dr., 65 Tamarac, FL 33321 PH: (954)969-2441 E-mail: [email protected]

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Description: Concentric Enterprises are contact center management and technology consultants staffed by industry experts with 10 to 25 years of experience in the call or contact center industry. They provide a wide array of businesscentered solutions for both established contact centers as well as new contact center start-ups with contact center site selection, outsourcing vendor selection, training curriculum development, customer relationship management process development and more.

E-mail: [email protected] URL: http://www.connextions.net Contact: Peter Kasabov, President Founded: 1996. Description: Connextions.net provides outsourced e-Business services, offering integrated, and Web-enabled customer care and supply chain management solutions.

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CONOR COMMUNICATIONS

CONCEPT MARKETING GROUP INC. 1501 Little Gloucester Rd., Ste. F29 Blackwood, NJ 08012 PH: (856)371-1712 FX: (856)374-5875 E-mail: [email protected] URL: http://www.conorcomms.com

115-B Mark Randy Pl. Modesto, CA 95350 PH: (209)236-0973 TF: 800-575-5369 FX: (209)522-2542 URL: http://www.marketingsource.com Contact: Barbara A. Mullis, CEO Description: Internet marketing services are offered to clients who wish to develop or enhance their World Wide Web presence. Marketing promotion packages, including WWW site design, are available. Traditional marketing packages available. Special Seminars: Complete custom marketing plans. Geographic Area Served: United States.

Description: A full service E-commerce Website designer and developer experienced in developing and managing all aspects of a customer’s Internet presence. Specialize in websites that involve databases and more complex ‘‘back-end’’ interaction, similar to what a company would want on an Intranet.

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❚ 1350

CONNECTION

CONSTRUCTION COMPUTING SOLUTIONS INC.

11351 Rupp Drive Burnsville, MN 55337 PH: (952)948-5488 TF: 800-883-5777 FX: (952)948-5498 E-mail: [email protected] URL: http://www.the-connection.com Contact: Frederick Weiner, President and Chief Executive Officer Description: The Connection is a live operator call center and customer service agency that has been rated by Customer Inter@ction Solutions Magazine as one of the Top 50 inbound service agencies in the country. Their mission is to provide the highest level of service to their clients with their fully automated, state-of-the-art call center equipment and custom software, which enables them to field thousands of calls daily for each client with a high degree of professionalism and customization bringing a higher level of customer service for their client’s companies. Awards: 2000 Rising Star Award.

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CONNEXTIONS.NET 3600 eCommerce Pl. Orlando, FL 32808 PH: (407)926-2403


URL: http://www.concentricenterprises.com

40 Orchard Ct. Brick, NJ 08724-4396 PH: (732)899-4319 FX: (732)899-1921 URL: http://www.ccswebservices.com Contact: Gerry Bierbrauer Description: Specializes in partnering with ISPs, complete Internet hosting, site design and maintenance services for small and home businesses.

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CONSULO WEB SOLUTIONS 1248 Dogwood Dr Santa Rosa, CA 95403 PH: (707)579-1850 FX: (707)581-1943 E-mail: [email protected] URL: http://www.consuloweb.com Contact: Mr. Jeremy Consulo Description: Offers professional e-commerce and web development services.

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URL: http://www.contact-america.com

CONSULT HYPERION

Description: Contact America Inc. offers call center outsourcing, providing the highest quality service in inbound, outbound, and 800 numbers. Their call center is web-enabled, and capable of fulfilling telemarketing needs in call center sales or service.

8 Frederick Sanger Rd. Surrey Research Park, Guildford Surrey GU27EB, United Kingdom PH: 44 14 8330 1793 FX: 44 14 8356 1657 URL: http://www.hyperion.co.uk Contact: Mr. Stuart Fiske, Director

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Founded: 1985. Description: Consult Hyperion is a UKbased IT management consultant company that specializes in electronic commerce. Provides professional services from the conceptual stage of a project through to completion, advising on business and technical strategy, performing requirements analysis and producing technical specifications for internal development or external procurement.

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CONSULTATION TANGO INC. 1445 des Mouettes Longueuil, PQ, Canada J4J5K4 PH: (450)647-0652 E-mail: [email protected] URL: http://www.tango.qc.ca Contact: Mr. Marc Poulin, Consultant Founded: 1996. Description: An independent senior consultant specializing in Internet, Intranet and E-Commerce.

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CONSUMER PRODUCTS GROUP 15 Hillcrest Dr. Dallas, PA 18612 PH: (570)675-0253 E-mail: [email protected] URL: http://www.webdesignpros.net Contact: Mr. Brian Oram, Founder Description: Web Design Pros is a Pennsylvania based internet and website design hosting and promotion company that is owned and operated by the Internet division of Consumer Products Group. Consumer Products Group is a network of entrepreneurs that have linked together to provide their customers with high quality products and services and the Internet community with a valuable online reference library. The Internet division specializes in low cost Internet alternatives for design, hosting, custom URL submission, and promotion.

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CONTACT AMERICA INC. 7777 Girard Ave. La Jolla, CA 92037 TF: 800-887-6837

CONTACTCENTERWORLD.COM INC. NOTC, Ste. 118 1294 Balmoral St Thunder Bay, ON, Canada P7B5Z5 PH: (807)768-6700 FX: (807)768-6701 E-mail: [email protected] URL: http://www.callcenterworld.com Description: ContactCenterWorld.com is the Internet’s resource for Call Center, Contact Center, CRM, Help Desk and Customer Services information. Considered a global resource, they are dedicated to bringing users the best content relating to the industry whether they are looking for industry articles or the latest news, need to find a supplier or want to discuss their own ideas with colleagues.

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CONTEXT INTEGRATION, INC. 1 Van de Graaff Dr., Ste. 104 Burlington, MA 01803 PH: (781)229-6500 FX: (781)229-0808 URL: http://www.context.com Contact: Teck Chye Lau, Co-Founder and Chairman Founded: 1992. Description: Context Integration provides its clients a context for doing business on the Web. The company designs and implements e-business systems for clients in the financial services, media, telecommunications, energy, and life sciences industries. Services range from strategy consulting and implementation to maintenance and support, and include knowledge management, enterprise application integration, and customer relationship management. They offer integrated business, creative, technology design, solution construction, and application management services.

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CONVERGENCE MANAGEMENT CONSULTANTS LTD. 1054 Centre St., Ste. 289 Thornhill, ON, Canada L4J8E5 PH: (905)881-7463 FX: (905)881-8545 E-mail: [email protected] URL: http://www.converge.on.ca

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URL: http://www.core.com

Founded: 1995. Description: Convergence Management Consultants is a strategy management and marketing consultancy that can help clients improve industry, customer and competitive positions. They provide consulting services to help companies assess and address selected business issues such as those associated with customer relationships and competitive positions with services including strategic planning and counsel, competitor targeting, relationship marketing and customer relationship management, marketing management, marketing research and competitive intelligence.

Founded: 1998. Description: CoreComm is a full-service telecommunications provider for web-based consumer and business customers.

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CORLYX CORP. PO Box 441350 Aurora, CO 80044 PH: (303)693-7555 FX: (303)699-2852 E-mail: [email protected]. URL: http://www.corlyx.com Contact: Ray Frank, President

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COOL WATERS CONSULTING LTD. Business and Technology Center Bessemer Dr., Stevenage Herts SG12DX, United Kingdom PH: 44 87 0742 1618 E-mail: [email protected] URL: http://www.cool-waters.co.uk

Founded: 1978. Description: Corlyx Corporation is a consultancy that specializes in corporate strategy for the web. Corlyx helps their clients’ transition their knowledge of their business into a successful web business.

Description: Provides consultancy and IT solutions for small businesses and users of Compaq NonStop servers. Specializes in business continuity, security, data replication and testing solutions.

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CORNERSTONE SERVICES INC. 436 Greenbrier Rd. Half Moon Bay, CA 94019-2259 PH: (650)560-9310 FX: (650)726-3310 E-mail: [email protected] URL: http://www.cornerstone-svcs.com Contact: Mr. Mike Kanze, President

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COOPERCOMM INC. 16457 Wilson Farm Chesterfield, MO 63005-4525 PH: (636)537-1100 FX: (636)537-1100 E-mail: [email protected] URL: http://www.coopercomm.com Contact: Kenneth Cooper, Founder Founded: 1976. Description: Kenneth Cooper, founder of CooperComm, trains and speaks on topics including customer relationship management, sales and marketing, organizational development and effectiveness, and provides consulting services to mid-sized and large organizations. CooperComm’s consultants specialize in helping organizations become a "Relational Enterprise" allowing organizations to move beyond customer relationship management to integrate relationship management, which consists of operational, collaborative and analytical CRM. Major Partners: Cooper Consulting; Vantek; Endeavor Business Learning.

Founded: 1998. Description: Cornerstone Services is a management consulting firm serving the supply management, accounting and general administrative change needs of its clients. Cornerstone consultants help their clients reduce overhead expenses and enhance profits, providing integrated solutions to help all parts of the organization work smoothly together.

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CORPEX INTERNET

CORECOMM INTERNET

9-10 Southampton Pl. London WC1A2EA, United Kingdom PH: 44 20 7430 8000 FX: 44 20 7430 8099 E-mail: [email protected] URL: http://www.corpex.com

4660 S Hagadorn Rd., Ste. 320 East Lansing, MI 48823 TF: 888-747-4638 FX: (517)324-8965 E-mail: [email protected]

Founded: 1996. Description: Corpex Internet is a business Internet services company offering server management, business hosting, domain name registration, e-mail services, hosting and access, and related e-commerce services. Offices in the UK and Germany.

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Contact: Ian Gordon, President

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CORPORATE DESIGN PO Box 6670 8A Lipman St. Mount Victoria, New Zealand PH: 64 4 384 9918 FX: 64 4 384 9879 E-mail: [email protected] URL: http://www.corpub.co.nz Contact: Mr. Cooper Gyles, Managing Director Description: Corporate Design works with government and private sector businesses to provide solutions in creative design, Internet, e-commerce, brand identity, communications strategies, financial publishing, and all forms of brochures and periodicals.

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CORPORATE DEVELOPMENT AGENTS (CDA) 539 East Walnut St. Watseka, IL 60970 PH: (815)432-6357 FX: (815)432-6359 E-mail: [email protected] URL: http://www.realapplications.com Founded: 1996. History: Conceived in London, England in 1996 as a creative business consultant and marketing group, the company returned to the US and incorporated in Illinois in Summer of 1999. Description: A concept marketing agency specializing in the integration of unique development strategies with online commerce. Applying leading principles of sales and marketing management to the Internet design field.

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CORPORATE DYNAMICS INC. 200 E 5th Ave., Ste. 118 Naperville, IL 60563 PH: (630)778-9991 TF: 888-267-7396 E-mail: [email protected] URL: http://www.corpdyn.com

Description: Provides web design and creation services with a focus on marketing and business principles. Services include strategic planning to define specific goals for web site; web site development; and promotion of web presence.

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CORPORATE RENAISSANCE GROUP (CRG) 6 Antares Dr., Phase 2, Ste. 203 Ottawa, ON, Canada K2E8A9 PH: (613)232-4295 FX: (613)232-7276 E-mail: [email protected] URL: http://www.crgroup.com Contact: Vijay Jog, Founder & President Founded: 1989. Description: Corporate Renaissance Group (CRG) transforms enterprise data and knowledge into business-critical information using their experience in business and financial management systems, knowledge creation, business re-engineering, change management, shared services implementation and software development.

❚ 1370

CORPORATE VOICE 325 W. 38th St., Ste. 304 New York, NY 10018 PH: (212)629-4200 FX: (212)736-6172 Description: Formulating customized solutions, Corporate Voice identifies optimal online strategies, creates attractive and user-friendly designs, and develops applicable software on any platform.

❚ 1371

CORPORATE WEBBING

Description: Corporate Dynamics Inc. focuses on the design and development of customized training for customer service areas. They teach client’s employees how to provide extraordinary customer service, retain customers and increase business.

❚ 1368

CORPORATE PRESENCE DESIGN 13335 Wildcrest Dr. Los Altos Hills, CA 94022 PH: (650)949-4080

FX: (650)949-4080 E-mail: [email protected] URL: http://www.cpdesign.com Contact: C. Ann Reid, Principal

P.O. Box 161 Mount Joy, PA 17552-0161 PH: (717)319-2108 E-mail: [email protected] URL: http://www.corporatewebbing.com Description: Corporate Webbing offers advanced application development and process improvement consultation. The development process incorporates the latest Rapid Application Development (R.A.D.) tools. Utilizing these tools as well as industry standards and application modeling allows Corporate Webbing to recognize substantial time efficiencies.

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❚ 1375

CORUM GROUP LTD.

COUNSELTECH LLC

10500 NE 8th St., Ste. 1500 Bellevue, WA 98004-4355 PH: (425)455-8281 FX: (425)451-8951 E-mail: [email protected] URL: http://www.corumgroup.com Contact: Bruce Milne, President

213 Farm Creek Dr. Gahanna, OH 43230 PH: (614)475-0008 FX: (614)475-0008 E-mail: [email protected] URL: http://www.counseltech.com Contact: Jeffrey Little, Principal

Staff: 35. Description: Mergers and acquisitions management consulting firm for software and Internet companies. Seminars: Selling Up Selling Out (for sellers); Buying In, Buying Out (for buyers and investors of software and Internet firms). Geographic Area Served: Worldwide.

Description: Provides comprehensive management and technology consulting solutions to the business community. Specializes in evaluating company operations, including work flow modeling and analysis, and developing a technology model designed to enhance those operations, and implementing the tools required to achieve the result. Offers custom application design and construction, internet, ECommerce and Intranet design, and hardware/network consulting. Also provides on-site training in common user applications, databases and interpersonal areas. Geographic Area Served: United States.

❚ 1373

COSMOCALL UNIVERSE 121 Broad Hollow Rd. Melville, NY 11747 PH: (631)940-4200 FX: (631)940-4500 E-mail: [email protected] URL: http://www.cosmocom.com Contact: Ari Sonesh, President and Chief Executive Officer

❚ 1376

CPD SOFTWARE PTY LTD

Founded: 1996. Description: CosmoCall Universe is an ecommerce based company featuring open, standards-based APIs for integration with CRM database, online workforce management, and other related products to form a customer interaction solution.

❚ 1374

COSMOPOLITAN CHAMBER OF COMMERCE 1455 S Michigan Ave. Chicago, IL 60605 PH: (312)786-0212 FX: (312)786-9079 E-mail: [email protected] URL: http://www.cchamber.org Contact: Gloria Bell, Executive Dir.


❚ 1372

13 Williams St. Dayboro, Qld, 4521, QLD 4521, Australia PH: 61 073 425 2227 FX: 61 073 425 2484 E-mail: [email protected] URL: http://www.cpdsoftware.com.au/ Description: CPD Software is a professional Internet consultancy and service agency. They help their clients apply Internet technology to their current business structure. CPD Software offers clients a single point of access to a full range of online services. They provide consultancy and project management services in: web design, e-commerce and emarketplaces, graphic design, Internet audio, video and Flash animation (new media), customer relationship management, online marketing, and online strategy.

❚ 1377

CRAYEON SYSTEMS SDN. BHD.

Staff: 6. Description: Consulting, education and training in Electronic Commerce. Consults to major corporations, general contractors, government entities, municipal agencies, and participants in the construction industry on the use of minority businesses. Seminars: System Formation Seminar; Estimating, Bonding and Financing; How to Start a Construction Company; Managing Construction Costs. Electronic Commerce (EDI, etc.); Basic Business Management; Marketing and Bookkeeping. Special Seminars: Internet Access. Geographic Area Served: Cook, Lake, Du Page, and Will counties of Illinois.

Level 28, Central Plaza 34, Jalan Sultan Ismail 50250 Kuala Lumpur, Malaysia PH: 60 321 474520 E-mail: [email protected] URL: http://www.crayeon.com Founded: 1994. Description: Crayeon is an IT consulting/ solutions firm that applies consulting and information technology to enable its customers to streamline their business activities, improve their overall performance, extend their enterprise, and to better serve their customers. Crayeon’s main thrust is in developing solutions for complex business issues. They provide innovative ways to use technology to solve business problems and help them in such areas as

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improving business response time, improving customer service, enhancing the quality of their products, and even getting to market ahead of the competition.

❚ 1378

CREATIVE ETECH 100 Apollo Dr. Chelmsford, MA 01824 PH: (978)677-2700 FX: (978)244-0203 E-mail: [email protected] URL: http://www.creativeetech.com Contact: Mr. Keshore Deshpande, President and CEO Staff: 120. Description: Creative eTECH is an eDevelopment staffing and consulting comapny. They work to transform ideas into Web-based applications by integrating eKnowledge into tasks and timelines. Creative eTECH offers a diverse portfolio of shortto long-term consulting programs.

❚ 1381

CRM GROUP CRM London 10 Stratton St. Mayfair London W1X5FD, United Kingdom PH: 44 20 7544 6800 FX: 44 20 7544 6870 E-mail: [email protected] URL: http://www.crm.fi Founded: 1994. Description: CRM Group is a consulting organization specializing in building sustainable and profitable customer relationships for their clients with offices in London, Helsinki, Munich and Stockholm. They help clients find new ways to manage their customer relationships and stay in the frontline of customer relationship management.

❚ 1382

CRM MASTERS ❚ 1379

CREATIVE GOOD INC. 307 W 38th St., 17th Fl. New York, NY 10018 PH: (212)736-2075 FX: (212)736-0697 E-mail: [email protected] URL: http://www.creativegood.com Contact: Mr. Mark Hurst, Founder and President Description: Creative Good consult with clients to improve their customers’ online experience, thereby increasing revenues and strengthening their brand. They work with clients across a range of industries including financial services, retail, health care, entertainment, and others and services including e-commerce, online content, and wireless. Creative Good projects typically include the following services: qualitative evaluation, listening labs (strategic, customerfocused usability tests), strategic and competitive analyses, advising the customer experience team (or helping build one), and prototyping.

38 Savona Ct., Ste. 110 Danville, CA 94526 PH: (925)998-6664 FX: (925)837-8804 E-mail: [email protected] URL: http://www.crm-masters.com Contact: Cary Sholer, President & Chief Executive Officer Description: CRM Masters provides consultants with hands on industry experience and strong management backgrounds from market-leading companies that can help a client’s company create the strategies and tactics to accelerate success, grow revenues, increase capital value and reduce expenses. They can also help companies with outsourcing their call center services by helping them plan, select and document business processes or oversee the whole outsourcing project. Major Partners: Authentor Systems; PrivacyRight; Calamia and Assoc.; The Kieretsu Forum.

❚ 1383

CRM TECHNOLOGIES LTD. ❚ 1380

CRIMSON CONSULTING GROUP 4970 El Camino Real Los Altos, CA 94022 PH: (650)960-3600 FX: (650)960-3737 E-mail: [email protected] URL: http://www.crimson-consulting.com Description: Crimson specializes in marketing strategy and implementation consulting for technology companies such as AOL, Cisco, HP, IBM, Intel, Nortel, Oracle, Palm, and Sun, as well as hundreds of emerging companies.

Chiltlee Manor Liphook Hampshire GU307AZ, United Kingdom PH: 44 1428 729297 FX: 44 1428 729298 E-mail: [email protected] URL: http://www.crm-tech.co.uk Description: CRM Technologies offers consulting services including business process management as part of their full customer relationship management methodology, but can be offered separately as a consultancy service. They also offer a system integration workshop, integration analysis, project management and training in various areas including techniques of evaluating CRM packages.

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near-real time access to secure information. And it emphasizes use of COTS products to speed development and reduce development costs.

CROSS CURRENT CORP. 201 S Main St. Lambertville, NJ 08530 PH: (609)397-3980 FX: (609)397-6810 URL: http://www.xcurrent.com

❚ 1387

CRUCIBLE MANAGEMENT SOLUTIONS

Description: Services include architecture and design, systems security, disaster prevention and recovery, and technical and systems audits. Also provides database design and development, network design and systems integration, and Internet, Intranet, and Web-based design and development. Experienced in disaster prevention and recovery.

3102 Oak Lawn Ave., Ste. 700 Dallas, TX 75219 PH: (214)560-2200 FX: (214)210-2902 E-mail: [email protected] URL: http://crucible.net/index.html Contact: J. Alleyne, Chairman, CEO Description: Crucible provides clients with solutions that leverage the use of technology, including consulting services, information technology, business processes, outsourcing, and research services. Crucible provides organizations with tactical and strategic solutions for today and for the future.

❚ 1385

CROW DEVELOPMENT PO Box 80746 Portland, OR 97280-1746 PH: (503)244-8486 TF: 888-674-0010 FX: (503)977-7894 E-mail: [email protected] URL: http://www.crowdevelopment.com Contact: Jeff Crow, Founder and President

❚ 1388


❚ 1384

CS-LIVE.COM INC.

Founded: 1985. Description: Crow Development Corporation is a Portland, Oregon-based professional consulting and training firm serving clients world-wide. In the consulting arena, the firm specializes in organizational effectiveness, change design and management, and project management assistance. In the training arena, the firm specializes in providing client-specific skill-building training programs in project management, process analysis and design, and team development.

6 Antares Dr. Phase 2, Ste.206 Ottawa, ON, Canada K2E8A9 PH: (613)723-9000 E-mail: [email protected] URL: http://www.cs-live.com Contact: John Roberts, President Founded: 2000. Description: CS-live.com enables companies with a web presence to maximize the effectiveness of the Internet through applications that provide real-time communications, including live chat, message center and email management.

❚ 1386

CROWN CONSULTING INC.

❚ 1389

CSCAPE STRATEGIC INTERNET SERVICES

1133 21st. St, NW, Ste. 300 Washington, DC 20036 PH: (202)785-2600 FX: (202)785-2626 E-mail: [email protected] URL: http://www.crownci.com Contact: Bill Keith Description: Crown’s capabilities in Transportation Systems and Information Technology cover the entire program and systems life-cycle process from the concept through requirement definition, specification, design, development, integration, test and evaluation, and implementation. Crown’s Information Technology Division develops and integrates automated decision-support tools through a business process analysis approach. The approach stresses the primacy of extending the reach and capacity of an enterprise to serve clients through enterprise-wide solutions that enable

4 Pear Tree Ct. Clerkenwell London EC1R0DS, United Kingdom PH: 44 076 898800 FX: 44 076 898801 E-mail: [email protected] URL: http://www.cscape.com Contact: Mr. Rob Killick, CEO Founded: 1996. Description: cScape Strategic Internet Services is an Internet consultancy and ebusiness solutions provider. This brings together management consultancy, web expertise and systems integration skills to produce interactive Web sites. Their technology services deliver sites and solutions that include systems integration, application development, ecommerce, and content management.

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cScape’s consulting services encompass every Internet-related need, from design through to strategy and marketing, and cScape’s clients come from every sector of the market.

FX: (508)519-8346 E-mail: [email protected] URL: http://www.customerally.com Contact: Anurag Mehta

❚ 1390

Description: CustomerAlly is a provider of Customer Interaction Services to companies in the eBusiness arena and currently provides email and live chat support. They also provide clients with outsourcing management solutions through their web-based International Call Center, which provides contact points for customers 24 hours a day, seven days a week.

CTG HEALTHCARE SOLUTIONS INC. 312 Plum St. Cincinnati, OH 45202 PH: (513)564-0909 URL: http://www.ctghs.com Description: CTG Health care Solutions, Inc. is an information technology consulting firm dedicated to assisting health care institutions, integrated delivery networks, and related organizations. They offer solutions in software applications, systems integration, IT management consulting, and infrastructure support to Chief Information Officers and similar decision-makers in the health care field. Their services are designed to address and resolve current high-priority information technology issues.

❚ 1391

CUFFE & ASSOCIATES INC. PO Box 7123 Bloomfield Hills, MI 48302-7123 PH: (248)557-8541 FX: (248)557-5144 E-mail: [email protected] Contact: Stafford S. Cuffe, President/Consultant Description: Expert in the following areas: E-commerce/ analysis/assessment/mapping/research/planning, risk mitigation/crisis management, glass technology, business process reengineering, productivity improvements, quality tools. Performed assessments in manufacturing, management, financial, operations, IT.

❚ 1392

CURBET COMMUNICATIONS Richmond, FL PH: (954)571-8704 FX: (954)571-6907 E-mail: [email protected] URL: http://www.curbet.com

CUSOTMERALLY 39639 Leslie St., Apt. 286 Fremont, CA 94538 PH: (510)623-6941; (703)862-1255

CUSTOM CONSULTING SERVICES INC. PO Box 13591 Scottsdale, AZ 85267 PH: (480)451-4294 E-mail: [email protected] URL: http://www.customconsult.com Contact: John Ciallella, Principal Description: Provides custom programming, database design, e-commerce total solutions, web development, web hosting and consulting services. Geographic Area Served: United States.

❚ 1395

CUSTOMER CARE INSTITUTE 17 Dean Overlook, NW Atlanta, GA 30318 PH: (404)352-9291 FX: (404)355-5059 E-mail: [email protected] URL: http://www.customercare.com Founded: 1994. Description: The Customer Care Institute focuses on customer care issues found in the Customer Service, Consumer Affairs, Telemarketing and Help Desk professions. They provide research, advisory services, training and networking opportunities to customer care professionals.

❚ 1396

Description: Internet web services companies to offering web hosting, development, and ‘‘E-Commerce’’ solutions.

❚ 1393

❚ 1394

CUSTOMER COMMUNICATIONS GROUP INC. 12600 W Cedar Dr. Denver, CO 80228 PH: (303)988-7580 TF: 800-525-0313 FX: (303)989-4805 E-mail: [email protected] URL: http://www.customer.com Contact: Greg Sultan, VP, National Marketing Manager

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PH: 44 1937 589935 E-mail: [email protected] URL: http://www.custexpco.co.uk Contact: David Newton-Dines, Managing Director Description: The Customer Experience Co. provides clients with an analysis of their typical customer’s experience of dealing with their company. Through this analysis they construct an action plan designed to improve the attitude with which a client deals with their customers.

❚ 1400

CUSTOMER FOCUS CONSULTING ❚ 1397 337 Brunswick Ave. Toronto, ON, Canada M5R2Z1 PH: (416)944-1898 E-mail: [email protected] URL: http://www.customerfocusconsult.com Contact: Eric Fraterman, Consultant

CUSTOMER CONTACT CO. Dean House 94 Whiteladies Rd. Clifton Bristol BS82QX, United Kingdom PH: 44 117 908 0022 FX: 44 117 908 0023 E-mail: [email protected] URL: http://www.c-3.co.uk

Description: Customer Focus Consulting offers customer service consultants specializing in teaching clients how to improve customer satisfaction and strengthen customer loyalty and customer retention.

Founded: 1994. Description: The Customer Contact Co. delivers consulting services specializing in the contact between the customer and the business, linking strategic objectives to specific measurable activities and detailed implementation. They work with clients to deliver the whole business solution for customer contact. They manage and deliver customer contact projects, which may include customer relationship management, e-commerce, contact centres, customer contact strategies and customer measurement.

❚ 1398

CUSTOMER EDGE PO Box 8 Rumely, MI 49826 PH: 888-700-2069 TF: 888-700-2069 URL: http://www.customeredge.com Founded: 1997. Description: Customer Edge helps individuals and companies understand how to strengthen their relationships with their customers, regardless of the industry they are in or the size of their company. They also specialize in training the trainer, which provides companies with qualified people inside their organization trained in the techniques Customer Edge teaches.


Description: Customer Communications Group’s relationship marketing strategies and tactics can help their client’s business take advantage of the consumer-centric world, from in-depth database analysis and personalized communications to measurement and program refinement. CCG’s relationship marketing has helped clients increase customer retention rates, provide niche differentiation, increase revenues and improve their return on investment. Their website also contains a database of articles, essays, speeches and presentations written by their principals covering every aspect of customer relationship management. Major Partners: Looking Glass; IntelliStats; MBS; Nu Edge Systems; Paradigm Solutions.

❚ 1401

CUSTOMER FOCUS INC. 115 Norwick Way Alpharetta, GA 30022 PH: (770)642-8300 FX: (770)642-9444 E-mail: [email protected] URL: http://www.customerfocusinc.com Description: Customer Focus Inc. offers customer service training programs and training materials, Call Center training programs and training materials and telephone training seminars and training materials in trainer led classes at the clients’ locations for any industry. They teach how to handle upset, irate or difficult customers for employee learning and skill development and how to build customer relationships, customer retention and customer loyalty. They can also provide a trainer kit, so clients can use their own trainers, which contains a detailed trainer guide, trainer self-study guide, 40-minute video, eight wall charts and simulation activities.

❚ 1402

CUSTOMER INC. ❚ 1399

CUSTOMER EXPERIENCE CO. 5 Barleyfields Mews Weatherby West Yorkshire LS226PT, United Kingdom

4611 S University Dr. PMB 254 Davie, FL 33328 PH: 888-763-2939 TF: 888-763-2939 E-mail: [email protected] URL: http://www.customer-inc.com

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Description: DES Customer Inc. offers consulting, quality assessment, sales management, customer service management, training development, organizational design and development, mystery calls, customer surveys and phone accessibility studies. Their front line training teaches essential customer service skills including problem solving techniques, dealing with difficult situations, customer retention and reinforcing the customer’s value. ❚ 1403

CUSTOMER LOYALTY RESEARCH CENTER 931 E 86th St. Ste. 120 Indianapolis, IN 46240 PH: (317)465-1990 FX: (317)465-1991 E-mail: [email protected] URL: http://www.loyaltyresearch.com Description: Aldy Keene and Allen Paison, founding principals of the Customer Loyalty Research Center, have over 30 years combined experience in working with businesses to help them manage and strengthen customer relationships. CLRC is a full-service market research and consulting company specializing in helping companies manage strategic relationships by measuring customer satisfaction and loyalty. Their goal is to provide research that creates customer-driven change. Their research process focuses on attracting new customers, retaining profitable customers and enhancing present business by studying customer perceptions of a company’s prices, quality of products or services and image. ❚ 1404

CUSTOMER RELATIONSHIP MANAGEMENT LTD. Exmouth House 3-11 Pine St. London EC1R0JH, United Kingdom PH: 44 20 7924 3700 FX: 44 20 7924 3701 E-mail: [email protected] URL: http://www.crmltd.com Contact: Tony Craddock, Managing Director Founded: 1993. Description: Customer Relationship Management Ltd. provides research and strategy development services to help companies identify where they are and what they need to do focusing on five elements of effective customer relationship management including CRM evolution strategy, customer strategy, customer data and information architecture, organization design and performance measurement. Major Partners: CRMGuru; CRMForum; eCustomerServiceWorld; CRMSearch. ❚ 1405

CUSTOMER RELATIONSHIP MANAGEMENT (UK) LTD. (CRMUK) 154 Melville Ter. Stirling Stirlingshire

Scotland FK82NE, United Kingdom PH: 44 1786 8804 FX: 44 1786 5518 E-mail: [email protected] URL: http://www.crmuk.co.uk Founded: 1988. History: Founded in 1988 by Russell Biggart, CRMUK is now a wholly owned subsidiary of SECOR Consulting. Founding member of the CRM Institute based at the University of Strathclyde in Glasglow. Description: Customer Relationship Management (UK) Ltd. is a management consultancy practice specializing in strategic customer relationship management. They work with clients to ensure they get the most out of their business relationships by teaching them to develop lasting customer loyalty and maximizing lifetime customer value. Major Partners: Secor Consulting Ltd.; Campbell Lee Computer Services; Mason Communications; The Results Group. Awards: Forth Valley Enterprise Best Growth Business in 2001.

❚ 1406

CUSTOMER SERVICE BENCHMARKING ASSOCIATION (CSBA) 4606 FM 1960 W, Ste.250 Houston, TX 77069 PH: (281)440-5044 FX: (281)440-6677 E-mail: [email protected] URL: http://www.csbenchmarking.com Description: Customer Service Benchmarking Association conducts benchmarking studies over the internet to identify the best practices surrounding customer service issues that improve the overall operations of the members. Members of Customer Service Benchmarking Association are concerned with establishing and managing effective Customer Service agreements, as well as, developing measures of real performance and processes for maintaining relationships with customers on the web and off.

❚ 1407

CUSTOMER SERVICE GROUP 28 W 25th St., 8th Fl. New York, NY 10010 PH: (212)228-0246 TF: 800-232-4317 FX: (212)228-0376 E-mail: [email protected] URL: http://www.customerservicegroup.com Description: The Customer Service Group provides a variety of resources for customer service, call center and helpdesk professionals. Their products and publications are focused on making a company’s customer service department professional and productive.

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TF: 888-414-2774 E-mail: [email protected] URL: http://www.csr-net.com Contact: Liz French, Chief Executive Officer

CUSTOMER SERVICE INSTITUTE OF AUSTRALIA Level 2, 35 Spring St. Bondi Junction, NSW 2022, Australia PH: 61 02 9387 6174 FX: 61 02 9650 5555 E-mail: [email protected] URL: http://www.csia.com.au Founded: 1997. Description: The Customer Service Institute of Australia has information and tools for the most customer focused organizations and professionals, as well as for those just beginning to pursue customer service initiatives.It was established to promote customer service as a profession and to improve thelevel of its practitioner’s professionalism through assessment,accreditation and certification; provide people working directly or indirectly in customer service with the education and professional standards that will enable them to reach their full potential in their chosen field; develop and promote the International Customer ServiceStandard, which will help organizationsdevelop and sustain a customer ethos through improvements to the design, delivery, quality and effectiveness of customer service strategies, policies and systems; and improve knowledge of the components of customer serviceexcellence through research, training and development programs, publications, awards, conferences and customer focus groups.

❚ 1409

Founded: 1990. Description: Customer Service Review Inc. specializes in front-line monitoring and training by offering an in-depth assessment of a client’s organization’s frontline performance. Once this assessment is completed, they provide help in improving the skills of front-line employees, which can help to improve customer satisfaction and increase customer loyalty.

❚ 1411

CUSTOMER SERVICE UNIVERSITY 17713 SE Federal Hwy., Ste.350 Tequesta, FL 33469 PH: (561)575-4001 TF: 800-575-4001 FX: (561)744-6150 E-mail: [email protected] URL: http://www.customerserviceuniversity.com Contact: Nikki Sweet, President


❚ 1408

Description: Customer Service University offers e-commerce training programs to meet an organizations needs and objectives. They offer facilitated trainings, corporate seminars, business retreats, hands-on workshops, breakout sessions and conference keynotes.

CUSTOMER SERVICE MANAGMENT GROUP ❚ 1412

CUSTOMERCHAMPION INSTITUTE

21 High St. Green Street Green Orpington Kent BR66BG, United Kingdom PH: 44 1689 889200 FX: 44 1689 889227 E-mail: [email protected] URL: http://www.csm-europe.com Founded: 1996. Description: Customer Service Management specializes in customer service consultancy and provides information and services for strategically driven customer service decision makers. They provide advice and guidance from experts in the field, along with opportunities to network with other executives in a highly motivating and business-focused environment. From short assignments, such as software selection, to complete reviews and implementation of a customer service strategy, their consultants use their experience to continuously develop their series of customizable standard services.

❚ 1410

CUSTOMER SERVICE REVIEW INC. 940 W Valley Rd., Ste. 1200 Wayne, PA 19087 PH: 888-414-2774

PO Box 20817 Mesa, AZ 85277 PH: (480)654-0811 FX: (480)654-0812 E-mail: [email protected] URL: http://www.customerchampion.com Contact: Darby Checketts, President Founded: 1985. Description: CustomerChampion Institute is an e-commerce institute developed for helping companies and individuals, on the web or off. Uses high-impact training seminars and workshops to motivate employees to give better customer service.

❚ 1413

CUSTOMERS IN FOCUS LTD. Wyldings Oak End Way Woodham KT153DT, United Kingdom PH: 44 1932 354823 FX: 44 1932 355493 E-mail: [email protected] URL: http://www.custinfoc.co.uk

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Description: Customers in Focus is a consultancy specializing in measuring customer satisfaction and customer loyalty through face-to-face interviews with a client’s customers or by undertaking telephone and Internet surveys with the objective of improving customer retention and establishing sound customer relationships. Known as the customer focus program, it can help clients develop their customer relationships, gain a competitive edge, retain customers that might defect, understand their customers’ needs and know what their customers really think of them to provide better customer service.

Description: Cybecom is a consultancy primarily involved in Electronic Commerce. Its purpose is to help business and government navigate the realm of Electronic Commerce to their advantage.

❚ 1417

CYBER-PRO CONSULTING INC. PO Box 158 Batavia, IL 60510 PH: (630)262-8962 FX: (630)262-8962 E-mail: [email protected] Contact: Mark Ruscitti, Principal

❚ 1414

CUSTOMINSIGHT.COM 24 11th Ave. San Mateo, CA 94401 PH: (650)577-9604 E-mail: [email protected] URL: http://www.custominsight.com

Description: Firm specializes in custom software development and systems integration with strong emphasis on ebusiness, EDI, supply chain and logistics solutions. Geographic Area Served: United States.

Description: CustomInsight is an internet survey service that gathers data and creates presentation-ready reports. Their survey tools are designed for all types of surveys and assessments, including customer satisfaction surveys, employee satisfaction or employee attitude surveys, 360 coworker feedback, organizational climate or effectiveness surveys, focus group surveys and market research, lead generation surveys, and group feedback to prepare for teambuilding.

❚ 1415

CUSTOMNET SERVICES 47 Townsend Dr. Ottawa, ON, Canada K2J2T8 PH: (613)825-9454; (613)292-5658 FX: (613)825-5091 E-mail: [email protected] URL: http://www.customnet.on.ca Contact: Ms. Rosemarie Bugnet, Consultant Description: CustomNet Services provides consulting and training for customer service excellence, inbound and outbound sales, retail customer sales, teamwork in the workplace, writing effective e-mail, powerful telephone communication and coaching to maximize a team’s potential.

❚ 1418

CYBER SERVICES INC. 374 Maple Ave, E, Ste. 302 Vienna, VA 22180 PH: (703)281-2150 FX: (703)281-2460 E-mail: [email protected] URL: http://db.cs.net Staff: 7. Description: Cyber Services offer Internet consulting, web site design and development, database design and integration, site hosting and site maintenance, and a wide range of Internet services. Cyber Services has worked with organizations of all sizes, from sole proprietorships to multi-national corporations.

❚ 1419

CYBERGARDEN, INC.

CYBECOM PTY LTD.

958 Barrington St., Ste. 300 Halifax, NS, Canada B3H2P7 PH: (902)491-2820 TF: 877-553-5866 FX: (902)491-2810 E-mail: [email protected] URL: http://www.cybergarden.ca

PO Box 8198 Angelo St. South Perth, WA 6951, Australia PH: 61 8 9367 9247 FX: 61 8 9367 9591 E-mail: [email protected] URL: http://www.cybecom.com.au Contact: Ms. Michelle Jansen, Managing Director

Founded: 1998. Description: Cybergarden began providing Web Site Deveopment services and has evolved to become a full service technology company offering a full range of new media and networking services. A well-rounded and highly skilled team of technical specialists: programmers, graphic designers, database administrators, and networking experts are complemented by significant expertise in the areas of marketing, advertising and design.

❚ 1416

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❚ 1423

CYBERREIN INC.

CYBERSPEAKER, THE INTERNET IN ENGLISH

2816 Candler Run Marietta, GA 30064 PH: (770)222-0100 Contact: Tolu Agbeja, Principal Description: Firm specializes in the design and implementation of custom software solutions that facilitates E-business/ E-commerce. Develops transactional and distributed systems for clients interested in business-to-business E-commerce solutions and also for clients looking for a business to consumer E-commerce solutions. Geographic Area Served: United States.

755 14th Ave., Ste. 408 Santa Cruz, CA 95062 PH: (831)465-0317 E-mail: [email protected] URL: http://www.cyberspeaker.com Contact: Ms. Philippa Gamse, President Description: Philippa Gamse is an e-business strategy consultant and conference speaker. She helps businesses and nonprofit associations develop strategies using technology to achieve and sustain competitive edge.

❚ 1424

❚ 1421

CYBERREP

CYBERSYNTH.COM

8300 Greensboro Dr., 6th Fl. McLean, VA 22102 PH: (703)917-9170 FX: (703)917-9083 URL: http://www.cyberrep.com

Ste. 1177, 2255 B Queen St. E Toronto, ON, Canada M4E1G3 PH: (416)686-9221 FX: (416)690-9195 E-mail: [email protected] Contact: Lorena Magee, Principal

Founded: 1991. Description: CyberRep specializes in providing integrated outsourced Customer Relationship Management solutions for a wide range of Fortune 1000 and "dot com" companies. Their customer interaction services handle Internet and telephone technologies in over 10 languages. CyberRep offers automated e-mail response, Interactive Voice Response and fax on-demand as cost-efficient alternatives to handling a client’s customer requests. Their solutions can increase lifetime customer value by defining and applying customer databases for targeted, direct marketing initiatives and deliver excellent customer support for a client’s business, both automated and live interaction, while maintaining the highest standards of integrity and accountability.

❚ 1422

CYBERSPACE PUBLIC RELATIONS


❚ 1420

Description: Assisting companies develop a competitive online ‘‘E-Business’’ presence. Strategic and tactical web development solutions, product presentation, alliance and partnership strategies, media training, secure transaction environments, merchant accounts, storefront management tools, and distributions systems. Geographic Area Served: Canada.

❚ 1425

CYGNUSOFT, INC. 500 Harbor Blvd. Belmont, CA 94002 PH: (650)631-2510 FX: (650)631-2522 E-mail: [email protected] URL: http://www.cygnusoft.com

735 State St., Ste. 213 Santa Barbara, CA 93101 PH: (805)965-3035 FX: (805)965-5154 E-mail: [email protected] URL: http://www.cyberspacepr.com Contact: Antonia Inman, President

Founded: 1989. Description: Cygnusoft specializes in the design, development, and implementation of computing applications for both the Web and traditional environments. This expertise includes web-based information and e-Commerce systems, client/server applications, and component based systems integration to legacy applications and data. Solutions are mostly based on Microsoft’s Back Office and Office products.

Revenue: US$1,000,000. Staff: 7. Description: Provides marketing and public relations services including marketing plan development, Internet World Wide Web Design, newsletters, brochures, target media database, executive image programs, editorial calendar development, article placement, press releases, press kit creation, and Internet Public Relations. Serves high-tech, consumer, and Internet industries in North America. Special Seminars: Offers database marketing used with press.

CYLYNX INC.

❚ 1426

12119 Galena Rd. Rockville, MD 20852 PH: (703)857-3080

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TF: 877-569-3261 FX: (443)267-0012 E-mail: [email protected] URL: http://www.cylynx.com Contact: Ali Amirrezvani, Vice President of Sales Description: CyLynx provides outsourced customer support and e-business services for web hosting companies and Internet Service Providers, as well as other technology companies, so they may reduce their support costs by having to operate their own in-house customer support departments. In relation to customer relationship management, CyLynx can enhances a company’s CRM by providing customers with support service 24 hours a day, seven days a week and via phone, email and live chat support channels. Major Partners: IntiMextrix; SmartForce; Miva Corp.; ZoneEdit.

❚ 1429

CYSIVE INC. 10780 Parkridge Blvd., Ste. 400 Reston, VA 20191 PH: (703)259-2300 TF: 800-996-2582 FX: (703)259-2400 E-mail: [email protected] URL: http://www.cysive.com Contact: Mr. Nelson Carbonell, Jr., President and CEO Founded: 1993. Description: Cysive works with clients to build and design the technology tools the client needs to do business on the Internet. Cysive consultants work with clients to not only make them more accessible to the world via the Internet, but also to enhance communications among employees.

❚ 1427

CYNOVIA SOLUTIONS PTE LTD ❚ 1430

88A-90A Tanjong Pagar Rd. PH: 65 3231880 FX: 65 2260685 E-mail: [email protected] URL: http://www.cynovia.com

CYVEILLANCE

Description: Cynovia Solutions’ is a consulting, systems integration and ASP company whose primary focus is in the area of customer relationship management. They provide a range of services from strategy consulting and implementation services to hosting and managing the clients’ business solutions targeted at established companies and high growth start-up companies to help them increase their competitive lead, customer loyalty and market share, generate revenue and reduce their cost. Major Partners: Onyx; Hewlett Packard.

❚ 1428

1555 Wilson Blvd., Ste. 404 Arlington, VA 22209-2405 PH: (703)351-1000 TF: 888-243-0097 FX: (703)312-0536 E-mail: [email protected] URL: http://www.cyveillance.com Contact: Mr. Panos Anastassiadis, Chairman, CEO, President Founded: 1997. Description: Cyveillance, Inc. helps companies address critical business issues. Cyveillance’s solutions enable businesses control of their brand identity, digital assets and corporate reputation online. Cyveillance assist its clients in providing a consistent customer experience across the Internet while protecting valuable brand equity and digital assets.

CYRACLE 11600 Sunrise Valley Dr. Ste. 450 Reston, VA 20191 PH: (703)390-9600 FX: (703)390-9618 E-mail: [email protected] URL: http://www.cyracle.com

❚ 1431

DABBLE COMMUNICATIONS INC.

Description: Cyracle’s online customer support software enables companies to improve customer satisfaction and loyalty while reducing their customer support costs. Cyracle can help solve the problem of companies’ not being prepared to provide the level of customer service required in today’s marketplace by transforming their websites into dynamic, user-friendly and instructive self-service centers. Two products they offer is eService, which adds self-service capabilities to a company’s support site, and eCustomer, which provides greater convenience to customers while allowing the organization to learn about customer demands and behavioral trends.

446 N Wells St., Ste. 247 Chicago, IL 60610 PH: (312)944-1106 FX: (312)453-0698 E-mail: [email protected] URL: http://www.dabble.com Description: Dabble provides programming services for Internet, Intranet and extranet web sites, client/server systems and web integration for legacy-based data. Their consultants work with clients to develop web-based database applications that extend the clients’ ability to market their products and services, provide information to r partners and employees, or transact business with customers, suppliers or distributors.

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❚ 1435

DACG

DANUBE TECHNOLOGIES INC.

5847 San Felipe, Ste. 1100 Houston, TX 77057 PH: (713)361-3000 FX: (713)361-3001 URL: http://www.dacg.com Contact: Vince Lucey, Dir., North American Sales & Operations

3600 15th Ave. W, Ste. 100 Seattle, WA 98119 PH: (206)709-8585 FX: (206)352-6123 URL: http://

Description: DACG offers customer relationship management solutions for clients through their development of an integrated range of employee-orientated solutions specifically for CRM projects, which use the human element to increase efficiency and performance. Major Partners: Global Knowledge Network Inc.; Skillsoft; Thomson NETg; SAP; BlueU.com; Centra.

Description: Danube Technologies is an end-to-end technology service provider. They offer a broad array of technology and business solutions including software and database development, corporate web and e-commerce applications, web hosting, and systems security consulting.

❚ 1436

DARESTEP ❚ 1433

55 Broad St., 7th Fl. New York, NY 10004 TF: 888-833-6207 URL: http://www.darestep.com

DAK SYSTEMS CONSULTING 505 Madera Dr. San Mateo, CA 94403-1237 PH: (650)345-9900 FX: (650)345-9906 E-mail: [email protected] URL: http://www.daksystemsconsulting.com Contact: Mr. Gerald Tresslar, Chief Executive Officer

Description: A creative design and Internet branding studio. Team brings together interactive media specialists, strategists and technologists recruited from leading design firms, advertising agencies, dot.coms, and the entertainment industry. Geographic Area Served: United States.

Founded: 1985. Description: Dak Systems Consulting is a national, healthcare information technology, advisory consultancy. Dak specializes in component systems and technologies of Computer-based Patient Records (CPRs). Dak’s professional services include: strategic planning and conceptualization of CPRs, development of Internet/intranet initiatives, preparation of CPR component system and technology design specifications, analysis of Returns on Investment (ROIs), support in the evaluation of vendor hardware/software/services, assistance in the installation of systems/technologies, training of end-users, and integration of CPR component systems and technologies in existing healthcare information technology (HIT) environments. In addition, Dak prepares strategic information system/technology plans, acts as project manager, and provides education via conferences, studies, and publications.

❚ 1434

DANA CONSULTING, INC. 2950 Xenium Lane N, Ste. 104 Plymouth, MN 55441 PH: (763)577-9668 TF: 888-880-3262 FX: (612)449-3982 E-mail: [email protected] URL: http://www.dana-net.com Founded: 1994. Description: Full service consulting firm specializing in Internet, e-commerce and client-server development, network support and administration.


❚ 1432

❚ 1437

DARTMOUTH RESEARCH & CONSULTING 15 Dartmouth Pl. Boston, MA 02116-6106 PH: (617)536-8862 FX: (617)536-8875 E-mail: [email protected] URL: http://www.dartmouth-research.com Contact: Mr. J. Kevin Fisher, President Revenue: US$1,500,000. Staff: 10. Description: Mission is to implement management and Internet technology solutions that provide measurable results. DRC works with clients to execute strategies that result in operational improvements and increases in profitability and performance. The practice covers a range of discipllins focusing on Operational Initiatives, Internet Solutions and Research, Planning and Implementation. DRC examines business challenges from thre components: process, people, and technology. Seminars: Benchmarking—Customer Service; Benchmarking—Product Development Cycles; Practical Techniques in Project Management; Tools & Techniques for Developing Business Research Information; Analyzing Performance on the Frontline; Implementing Performance Improvement Programs; Evaluative Technology for Management; Systems Conversions: Opportunities to Streamline, Improve Performance and Zero Defects. Special Seminars: Covers a wide range of disciplines with primary focus on Operational Initiatives; Information Management Solutions; and Research,

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Planning and Implementation. Geographic Area Served: Worldwide.

❚ 1441

DATAFORCE CORPORATION 8200 NW 52nd Ter., Ste. 300 Miami, FL 33166 TF: 800-283-9012 FX: (305)471-9054 E-mail: [email protected] URL: http://www.dataforceus.com

❚ 1438

DATA CONCEPT 3266 Yonge St., Ste. 1808 Toronto, ON, Canada M4N3P6 PH: (416)693-8156 FX: (416)480-1870 E-mail: [email protected] URL: http://tiburce.com/dataconcept/ Contact: Fabian Tiburce, Principal

Founded: 1993. Description: Specializes in the deployment and management of enterprise-wide e-Business solutions, including Oracle, Siebel and ASP.

❚ 1442

Description: A computer consulting firm. Develops, maintains, trains, and advises on Internet web sites.

DAVIS AND ASSOCIATES 4144 Oleatha Ave. St. Louis, MO 63166 PH: (314)773-6648 URL: http://www.ecc.cc.mo.us/˜randy/randysf.html Contact: Randy Davis

❚ 1439

DATA JUGGLERS COMPUTING, INC. (DJC)

Description: Small web site design company offering HTML coding, graphic design, Intranet setup, and scanning services.

100 Springdale Rd., A3 Ste. 355 Cherry Hill, NJ 08003 PH: (856)427-6436 FX: (856)427-6903 E-mail: [email protected] URL: http://www.datajugglers.com

❚ 1443

Description: Implementing computer network technology, sales force automation, professional web site design, e-commerce solutions, database development and e-mail web-site hosting and statistical analyses.

1 Sun St. London EC2A2EP, United Kingdom PH: 44 623 720012 FX: 44 623 726395 E-mail: [email protected] URL: http://www.dcs-ei.com

❚ 1440

Description: The aim of DCS eIntergration is a consultancy group that can provide ideas, a point of contact for useful information, industry expertise, technical answers and practical delivery of innovative solutions that solve business problems.

DCS EINTERGRATION (DCS) DCS GROUP

DATABASE ASSOC. PO Box 398 Ashland, OR 97520 PH: (541)552-9126 E-mail: [email protected] URL: http://www.databaseassociates.com Contact: Colin White, President Description: DataBase Associates’ goal is to help clients understand and exploit new developments in data warehousing and business intelligence, operational and analytical Customer Relationship Management, corporate portals and enterprise application integration and Web and database technology. Technologies they specialize in include data warehousing and business intelligence, enterprise and realtime analytical applications, operational and analytical CRM, corporate portals and application integration, intelligent e-business and database systems.

❚ 1444

DCSC INC. 5257 Shaw Ave. St. Louis, MO 63110 PH: (314)664-2200 FX: (314)664-7988 URL: http://www.dcsccorp.com Founded: 1990. Description: DCSC, Inc. is a full service software consulting firm that provides ERP software solutions. They specialize in client/server solutions, which include top of the line ERP Software Packages. This encompasses Microsoft Sequel Based Solutions, Sales Force Automation, Shop Floor Control, Business-to-Business E

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❚ 1448

DELANO TECHNOLOGY CORP. 302 Town Centre Blvd. Markham, ON, Canada L3R0E8 PH: (905)947-2222 FX: (905)947-2110 E-mail: [email protected] URL: http://www.delanotech.com

❚ 1445

DEALER CAT INC. 7840 Murcott Cir. Orlando, FL 32835 PH: (407)532-8835 FX: (407)532-8835 E-mail: [email protected] URL: http://www.dealercat.com Contact: Dennis Rushing, CEO & Founder Founded: 1998. Description: Dealer Cat Inc. specializes in Internet consulting for the automotive industry. Offers a complete line of services from start to finish, including consulting, training, and seminars. Awards: Golden Web Award 2002-2003; Top 100 Dealers 2001 Metricals Challenge; 51st in nation on Wards Top 100 E-Dealers 2000; 55th in nation on Wards Top 100 E-Dealers 2001; 2001 AIADA/MSN Carpoint E-Tail Specialist of the year.

Founded: 1998. Description: Delano Technology Corporation is a provider of interaction-based e-business solutions that enable an enterprise to interact with its customers, partners, suppliers and employees. Delano provides e-business and analytics software platforms and CRM packaged solutions that allow their clients to rapidly develop and deploy e-business and analytic applications in every functional area of their business and automating their processes. Major Partners: Nortel Networks; Clarify; Braun Consulting; Deliotte Consulting.

❚ 1449

DELETTO CONSULTING, INC. ❚ 1446

70 Fox Hollow Rd. Woodbury, NY 11797-1609 PH: (516)364-5457 FX: (516)364-3631 E-mail: [email protected] URL: http://www.deletto.com Contact: Mr. Gordon DeLetto, President

DECHERT-HAMPE & CO. 25910 Acero Mission Viejo, CA 92691 PH: (949)586-6868 E-mail: [email protected] URL: http://www.dechert-hampe.com Description: Dechert-Hampe’s integrated services combine multiple disciplines relating to Supply Chain Management, Customer Development and Market Development. These core practice areas are further augmented by their capabilities in Communications, Organization Development and Effectiveness and Systems Integration and Solutions. In the area of customer development, they assist their clients in a wide range of marketplace activities ranging from improving sales force effectiveness and establishing category leadership to efficient promotional funds management and assortment optimization.

❚ 1447

DEFY THE WEB 998 38th Ave. Santa Cruz, CA 95062 PH: (515)472-5875 E-mail: [email protected] Contact: John Sorflaten, Principal Description: Applies proven ergonomic design methods to insure clear understanding of web site use. Performs task analysis and workflow re-engineering. Firm also prototypes, conducts usability tests for QA, and does graphics, multimedia video, and e-business planning as needed. Geographic Area Served: United States.


Commerce Solutions, Accounting, Warehouse Management and more.

Description: Assisting clients implement a comprehensive range of Internet information services, specializing in ecommerce solutions.

❚ 1450

DELOITTE CONSULTING Two Prudential Plz. 180 N. Stetson Ave. Chicago, IL 60601-6710 PH: (312)374-3000 FX: (312)374-3414 E-mail: [email protected] URL: http://www.dc.com Contact: Gerry Cunningham, Global & Americas CRM Contact Description: Deloitte Consulting offers a variety of services in different fields of business including customer relationship management. The CRM services and solutions they provide includes CRM diagnostic, which can help their clients assess the key drivers and challenges for improving their relationship with their customers. Deloitte Consulting can provide customer strategy overview, CRM vision and business case, CRM readiness assessment, organizational alignment strategy, customer touchpoint map, CRM technology assessment, CRM roadmap with prioritized projects and high-level timeline for improvements. They also offer eCRM solutions.

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Major Partners: Siebel Systems; SAP; Oracle; PeopleSoft; E.piphany.

technology solutions to businesses that see the value in technology.

❚ 1451

❚ 1454

DELTA DEVELOPMENT GROUP INC.

DEMAYO MAIL MANAGEMENT

2000 Technology Pkwy., Ste. 200 Mechanicsburg, PA 17050-9407 PH: (717)441-9030 FX: (717)441-9056 URL: http://www.deltaone.com Contact: Mr. Leroy Kline, Jr., President

5 Willow Ave. Randolph, NJ 07869-1525 PH: (973)361-0278 FX: (973)361-0453 E-mail: [email protected] URL: http://www.demayo.com; www.mailingstuff.com

Founded: 1998. Description: Delta Development offers information technology and management consulting services to public and private sector clients. These services include interactive web development, handheld applications, requirement analysis, system/process reengineering, project management and facilitation. The focus of the information technology practice is to provide clients with technology applications that leverage their current capabilities and improve core business processes.

Description: Certified mail operations consultants provide solutions for businesses, educational institutions, associations and organizations. Services include USPS classification reform preparation, address matching/coding, mailing software analysis (CASS-DBPC, Zip42, presorting, database management), mail center staff/managerial training, T.Q.M. and quality control enhancements, presorting, barcoding and postage discounts, equipment justification analysis and selection, mail center layout, design and re-engineering, mail center audits, work flow enhancements, cost reduction, delivery improvements, and incoming/internal/outbound distribution methods. Also website design and hosting and complete turn key e-commerce solutions.

❚ 1452

DELTA STRATEGIES INC. ❚ 1455

11520 San Vicente Blvd., Ste. 102 Los Angeles, CA 90049 PH: (310)820-3288 FX: (310)820-6048 E-mail: [email protected] Contact: Marilyn Tullius, President

A. DEMITRIUS LOPEZ

Staff: 3. Description: Specializes in market assessment of innovative opportunities, including development of market strategy. Industry focus is e-commerce, computer graphics, animation, special effects, industrial automation, communication, and healthcare products and services. Special Seminars: Writing and editing services.

4 Titian Aliso Viejo, CA 92656 PH: (949)916-5831 E-mail: [email protected] URL: http://www.demitrius.com Description: Specializing in web development with search engine optimization for the small to medium size business. Provides a turnkey product of website development and consulting for everything from graphics, to database driven e-commerce. Serving Orange, Riverside and San Diego counties of California.

❚ 1453

DELTYME CORP.

❚ 1456

DENALI GROUP, INC.

4010 Morena Blvd., Ste. 220 San Diego, CA 92117 PH: (858)483-0497 FX: (858)483-1024 E-mail: [email protected] URL: http://www.deltyme.com Description: Deltyme Corporation helps in the early stages of a project with an initial needs analysis, and follow up with the Request For Proposal (RFP) document if necessary. A well-written and thorough RFP allows clients to receive accurate quotes for solutions that meet their requirements. Deltyme’s P.M. team helps with contract negotiation, procurement, vendor qualification and vendor performance management. The goal of Deltyme is to provide superior

2815 NW Pine Cone Dr. Issaquah, WA 98027-8698 PH: (425)392-3514 FX: (425)391-1545 E-mail: [email protected] URL: http://www.sellmorenow.com Contact: Rich Bohn Description: The Denali Group is a totally independent source of information about sales force automation software and customer relationship management solutions. The purpose of their website is to help consumers make a smarter purchase decision when shopping for a CRM solution.

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England GU27YP, United Kingdom PH: 44 1483 442000 FX: 44 1483 442144 E-mail: [email protected] URL: http://www.detica.com

DESIGN NET 262A Fulham Rd. London SW109EL, United Kingdom PH: 44 207 8493668 FX: 44 204 8493853 URL: http://www.design.net.uk Contact: Mr. Steven Forster, Managing Director Founded: 1995. Staff: 30. Description: design net specializes in web design, site management, marketing and online sales. design net plan and implement their clients’ online development needs.

❚ 1458

DESTINATIONCRM.COM 10940 Wilshire Blvd., Suite 600 Los Angeles, CA 90024 PH: (310)443-4226 FX: (310)443-4230 E-mail: [email protected] URL: http://www.destinationcrm.com Contact: Bob Fernekees, Group Publishing Director

Description: Detica is a provider of Customer Relationship Management consulting and systems implementation services specializing in helping organizations harness technology to identify, attract, develop and retain customers. Their CRM services include teaching clients how to create CRM strategies, architect CRM solutions, understand customer needs, implement CRM performance measures, manage CRM procurements, generate customer insights, manage customer interactions and more. Plus, they have assembled a suite of supporting capabilities, including the "Showcase CRM demonstration and visioning environment," CRM Technology assessments and a variety of diagnostic tools and industry benchmarks.

❚ 1461

DEVOTEAM

Description: DestinationCRM.com’s features are designed to serve e-commerce leaders engaged in the development of customer-centric business initiatives and ventures. DestinationCRM.com’s internet gateway is ideal for companies that have identified customer relationship management as a key strategy for creating enhanced customer value across many industries including: technology, communications, finance, retail, advertising, and healthcare.

❚ 1459

DESTINY WEB SOLUTIONS INC. 1100 E Hector St., Ste. 100 Conshohocken, PA 19428 PH: (610)684-8400 FX: (610)684-8500 E-mail: [email protected] URL: http://www.destiny.com Contact: Lucinda Holt, President/CEO


❚ 1457

86 rue Anatole 92300 Levallois-Perret, France PH: 33 1 41494848 FX: 33 1 47580231 URL: http://www.devoteam.com Contact: Godefroy de Bentzmann, Co-President Founded: 1995. Description: Devoteam is an information technology (IT) services provider specializing in services for networks, information systems, and electronic commerce applications. The company’s service offerings include content management, network design, implementation, project management, and training, among other services. Devoteam was founded in 1995 to focus on the deregulated telecom market in France.

❚ 1462

THE DIALOG CORPORATION

Founded: 1994. Description: Destiny Web Solutions Inc. is a technology-focused consulting firm that works exclusively within financial services. With particular expertise across a number of financial business needs, Destiny is an authority at leveraging new technologies to solve complex business issues, through consultative services spanning strategy to implementation.

11000 Regency Pky., Ste. 10 Cary, NC 27511 PH: (919)462-8600 TF: 800-334-2564 FX: (919)468-9890 E-mail: [email protected] URL: http://www.dialog.com Contact: Roger Summit, Founder

❚ 1460

DETICA LTD. Surrey Research Park Guildford Surrey

Founded: 1972. Description: Technology and eCommerce solutions provider to the corporate market. A worldwide leader in providing online-based information services to organizations seeking competitive advantages in such fields as business, science, engineering, finance and law.

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❚ 1463

DIAMETRIC LTD. 26-28 Hammersmith Grove, Ste. 620 Hammersmith London W67BA, United Kingdom PH: 44 20 8834 1050; 44 20 8834 1350 E-mail: [email protected] URL: http://www.diametriconline.com Contact: Robert Diamond, Managing Director Founded: 2001. Description: Diametric provides clients with practical consulting support and relevant insights tools for improving marketing returns on investments. They understand the whole Customer Relationship Management picture including data, technology, communications and the customer management process, which allows them to unite clients around a common start-point, a clear vision and a single roadmap for implementation. Their interest is in improving client profitability, not selling a specific technology product or communications approach. Major Partners: Equancy; Marketing Partner; Cyber Dialogue; Ginger Pig; QCi; Cato Assoc.; Group Partners; Rosenblatt; TeleTech.

❚ 1464

DIAMONDCLUSTER INTERNATIONAL INC. John Hancock Center 875 N Michigan Ave., Ste. 3000 Chicago, IL 60611 PH: (312)255-5000 FX: (312)255-6000 E-mail: [email protected] URL: http://www.diamondcluster.com Contact: Mel Bergstein, CEO & Chairman Founded: 2000. History: DiamondCluster was established in 2000 through the combination of Diamond Technology Partners, founded in 1994, and Cluster Consulting, established in 1993. The combined firm has more than 1,000 consultants serving Global 2000 clients in such industries as financial services, consumer and industrial products and services, telecommunications and energy, and healthcare and insurance. Description: Diamondcluster Inc. is a global management consulting firm that helps organizations develop and implement growth strategies, improve operations, and capitalize on technology. Provides consulting, Intranet/ Extranet development, web design and research and analysis. Major Partners: Intel; Microsoft; Sun Microsystems

Founded: 1995. Staff: 200. Description: DiasParkis anebusinessconsultingandsoftware engineeringcompany. DiasPark provides information technology and e-business consulting and training from its offices in California, Delaware, New York, and India. They provide state of the art IT consulting, customized solutions and products by creating an environment conducive to the growth of knowledge.

❚ 1466

DIGI-NET TECHNOLOGIES INC. 1034 NW 57th St. Gainesville, FL 32605 PH: (352)333-3042 TF: 877-404-2428 FX: (352)333-1117 E-mail: [email protected] URL: http://www.groopz.com Contact: Robert Parker, Chief Executive Officer Description: Digi-Net is a provider of Internet Communication Solutions to eBusinesses of all sizes. More than 14,000 web clients benefit from the eCRM, community-building and instant messaging solutions provided by Digi-Net. From their award-winning DigiChat real-time chat software to Groopz E-Commerce Proactive web sales and customer service application, Digi-Net helps break down the barriers of traditional Internet communication to enable the web to mimic real-world settings.

❚ 1467

DIGITAL 4SIGHT 1 Toronto St., Suite 900 Toronto, ON, Canada M5C2V6 PH: (416)979-7899 FX: (416)979-7616 E-mail: [email protected] URL: http://www.digital4sight.com Contact: Mr. Phil Hood, CEO Description: Digital 4Sight is a think tank and strategy services firm that helps organizations adapt and prosper in the networked economy. They focus on the intersection of technology and business trends, seeking to understand the fundamental forces of change in the technology environment, and their effect on organizational structures, customer behavior and competitive strategy.

❚ 1465

❚ 1468

DIASPARK, INC.

DIGITAL BEAR CONSULTING

Lincoln Bldg. 305 Madison Ave., Ste. 1850 New York, NY 10165 PH: (212)972-2740 FX: (212)972-2744 E-mail: [email protected] URL: http://www.diaspark.com

PO Box 2925 Livermore, CA 94551 PH: (925)449-0626 FX: (603)307-0275 E-mail: [email protected] URL: http://www.digital-bear.com Contact: Dale Brearcliffe, Principal

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❚ 1469

DIGITAL BOARDWALK INC. 1207 Fourth St., 3rd Fl. Santa Monica, CA 90401 PH: (310)899-6888 FX: (310)899-6950 E-mail: [email protected] URL: http://www.digitalboardwalk.com Description: An Internet solutions company that partners with businesses to produce, engineer, and market their online ventures. Offers full project life-cycle services. Provides end-to-end IT solutions and services in the areas of Business Solutioning, Application Development, Application Maintenance, Resource Augmentation, IT Strategy, IT Audit and IT Enabled Services. Major Partners: Palm; Microsoft; Atec Group; BEA; iPlanet; Oracle; ITES

❚ 1472

DIGITAL FOCUS INC. 13825 Sunrise Valley Dr., Ste. 220 Herndon, VA 20171 PH: (703)561-5800 TF: 800-765-5012 FX: (703)561-5801 E-mail: [email protected] URL: http://www.digitalfocus.com Contact: Mr. Steve Alexander, Founder and Chief Executive Officer Founded: 1995. Description: Digital Focus provides process strategy; technology architecture and systems integration services designs and builds technology-based business solutions. These solutions help clients to connect, collaborate and communicate more effectively. At its iFactory facility, the Web consultancy designs, develops, and implements electronic commerce systems for supply chain management and for telecommunications and financial services companies. Digital Focus, which specializes in Java and XML application development, also provides Internet strategy consulting and Web site design.


Description: Firm provides web site development services. Specializes in small businesses that wish to establish their initial presence on the World Wide Web. Also specializes in the administration and programming of MultiValue (Pick) Operating Environment based systems, local area network planning and Windows NT Server installation. Assists in human resources staffing. Services include Internet recruiting and sourcing. Geographic Area Served: United States.

❚ 1473

DIGITAL SERVICE CONSULTANTS 3688 Clearview Ave., Ste. 206 Atlanta, GA 30340 PH: (770)455-9022 FX: (770)455-7714 E-mail: [email protected] URL: http://www.dscga.com

❚ 1470

DIGITAL BUSINESS CONSULTING INC. 139 N Wilmette Ave Westmont, IL 60559 PH: (630)842-7890 E-mail: [email protected] URL: http://www.digibizconsult.com Contact: Andy Sattlberger, President Description: Digital Business Consulting, Inc. is a focused marketing consulting firm helping organizations to deliver bottom line results using digital technology on a global scope. Specializations and consulting services include eBusiness strategy and Customer Relationship Management.

Description: Digital Service Consultants has been a provider of Business Class High-Speed Internet connectivity and support services in the Southeast for over 7 years. DSC provides a full range of Internet related services including Web Site development and implementation, Web Hosting, E-Commerce, Security, and a variety of related products and services. They provide network support for UNIX, Win NT, 2000, and Cisco systems.

❚ 1474

DIGITAL SERVICE CONSULTANTS INC.

❚ 1471

DIGITAL DESIGN GROUP LTD.

3688 Clearview Ave., Ste. 206 Atlanta, GA 30340 PH: (770)455-9022 FX: (770)455-7714 E-mail: [email protected] URL: http://www.dscga.com/ Contact: William Tidwell, President

955 Milton St. Pittsburgh, PA 15218 PH: (412)243-9119 E-mail: [email protected] URL: http://www.ddg-designs.com Contact: Rob Dillon Description: Offers web site design services, including HTML authoring, graphic design, scanning, and CGI PERL programming.

Description: Offers Internet service, website hosting and design, an online support page for customers having difficulties configuring their account, an INFO-MATE System, and training classes.

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❚ 1475

DIGITALROOT

right time through the right channels in the most effective way possible. Performance Measurement provides the ultimate yardstick and continuous feedback mechanisms.

40 W. 22nd St., 6th Fl. New York, NY 10010 PH: (917)408-1802 FX: (917)408-1789 E-mail: [email protected] URL: http://www.digitalroot.com Contact: Mr. Kumar Verma, Founder and Chief Executive Officer

❚ 1478

Founded: 1998. Description: digitalroot is an online advertising network geared towards providing service and consulting to the advertising industry. They offer a variety of integrated solutions to help clients achieve their metrics while using optimization technologies to help publishers maximize their revenues. digitalroot has developed a Ste. of innovative applications to optimize the media buying process.

❚ 1476

DIMENSION DATA 1 Ecker St., Ste. 100 San Francisco, CA 94105 PH: (415)820-2400 URL: http://www.didata.com Contact: Jeremy Ord, Exec. Chairman Founded: 1983. Description: Dimension Data is an international IT services company, specializing in providing and managing shared IT infrastructures that enable businesses to work together seamlessly. Dimension Data provide integrated solutions that draw upon our expertise in managed services, networking, application integration and eBusiness.

DIGITALVENTURES 50 California St., 8th Fl. San Francisco, CA 94111 PH: (415)354-6200 FX: (415)354-6248 E-mail: [email protected] URL: http://www.dtpnet.com Contact: Dean L. Gardner, Chairman and CEO Description: Corporate mission is to become the premier global Internet incubator, focusing on business-to-business (B2B) solutions for the emerging economy. Focuses on deploying resources and directing the company (i) to identify potential leading edge and promising Internet business concepts and (ii) to develop these concepts into commercially viable companies through an incubation process. Geographic Area Served: United States, Asia, and Europe.

❚ 1477

❚ 1479

DIMENSIONW INC. Oficina 43, Centro de Negocios Havana, Cuba PH: 537959632 FX: 537959634 E-mail: [email protected] URL: http://www.dimensionW.com Contact: Mr. Stephen Marshall, Jr., President Description: dimensionW Inc. incubate clients’ commercial concepts and convert them into Internet Solutions to help their business transition to the electronic world. They offer database technology, multimedia, Graphic design, site hosting, e-commerce packages and information condensing experts.

DIGITAS The Prudential Twr. 800 Boylston St. Boston, MA 02199 PH: (617)867-1000 FX: (617)867-7308 URL: http://www.digitas.com Contact: Michael E. Bronner, Chariman and Founder Revenue: US$288,000,000. Staff: 1200. Description: Assists big businesses become leading e-businesses. Digital Strategy helps clients determine how to use the Internet and emerging technologies to create new business models and enterprise-wide customer value propositions to gain competitive advantages, improved market share, and enhanced profitability. Technology, Architecture, and Infrastructure Service Marketing and Creative Services are focused on enabling brands to connect with the right customer at the

❚ 1480

DISC 123 Bay Rd. Hadley, MA 01035 PH: (413)584-6500 E-mail: [email protected] URL: http://www.2disc.com Contact: Mr. Rob Laporte, Founder Founded: 1995. Description: DISC is in the business of developing web sites and creating Internet marketing strategies. Their team of web site designers, search engine professionals, e-commerce consultants, and open source programmers do the research necessary to make successful web sites.

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services. DS is a provider of information technology outsourcing and consulting services for the small business market. DS are also available for training/educational purposes to aide the business owner who is new to technology.

D.I.S.C. PO Box 1188 Lake Oswego, OR 97035 PH: (503)699-2850 FX: (503)699-2842 E-mail: [email protected] URL: http://www.transport.com/˜jimrice/discmain.htm Contact: James L. Rice, President

❚ 1483

DISTRIBUTED DEVELOPMENT LABS LTD.

Description: A virtual consulting organization that forms alliances and project teams of management consultants and other professionals to provide specialized business and information system consulting services to a broad range of clients. Professional specialization in Strategic Business and Information System Planning, including assessment of existing business environments, and clarification of strategic objectives, formulation/monitoring of business goals and strategic initiatives, application system/hardware/software analysis, evaluation, and recommendations, feasibility studies, cost/ benefit analysis, and related financial projections; Information Superhighway Training and Business Promotion — its Information Superhighway AdVentures, Inc. promotes ‘‘electronic commerce’’ and provides a full range of related business services, in partnership with local sponsoring business associations and other leading professionals and service firms; Chamber of Commerce-sponsored Internet training program for business promotion and use design, development, and implementation of World Wide Web environments, business connection and setup with Internet service providers; Large Information System Project Management, including initial project start-ups through completion, as well as trouble situation turnarounds; system integration services, including needs assessment and requirements definition; custom software development; computer hardware and software package evaluation and selection; implementation - testing, data conversion, procedure and forms development, training; Business Process Reengineering, including total quality management/continuous process improvement, efficiency and effectiveness evaluations, internal control and audit reviews, computer security and disaster recovery planning; and Compensation Programs And Organizational Restructuring, including ‘‘pay-for-performance’’ and traditional compensation programs (design, training, and implementation), and organization studies (job functions, personnel complement, reporting relationships, position descriptions, and salary benchmarking).

7900 WestPark Dr., Ste. T-600 McLean, VA 22102 PH: (571)382-2800 FX: (571)382-2805 URL: http://www.ddlabs.net Contact: Mr. Peter Noce, Chief Executive Officer Description: DDLabs builds eBusiness applications and solutions for leading companies around the world. DDLabs’ Solution Frameworks assist clients in implementing specific eBusiness applications in a cost-effective manner.

❚ 1484

DISTRIBUTED INFORMATION TECHNOLOGY INC. (DIT)


❚ 1481

15401 Jodhpur Drive, Ste. 100 Bowie, MD 20721 PH: (301)249-5998 FX: (301)249-6734 E-mail: [email protected] URL: http://www.dtec.com Founded: 1993. Description: Distributed Information Technologies, Inc. (DIT), is a developer of Enterprise Wide Interactive WEB applications. DIT develops, deploys and hosts WEB based applications designed to support their clients changing business needs. These applications ease the use of the traditional WEB browser with the power of the Internet to assist clients in improving their productivity and maintaining their competitive edge. DIT builds software solutions to fit your business requirements that are developed using the fundamental practices of today’s Information Technology environment. Their professionals have developed WEB based solutions for a diverse customer base to include both commercial and federal sector clients.

❚ 1482

DISTINGUISHED SOLUTIONS, LLC ❚ 1485

2443 Fair Oaks Blvd. PMB 111 Sacramento, CA 95825 PH: (916)456-2920 FX: (530)654-7722 E-mail: [email protected] URL: http://www.distinguishedsolutions.com

DIVERSIFIED COMPUTER CONSULTANTS, INC. (DCC)

Founded: 1999. Description: Distinguished Solutions (DS) provides businesses with web site development, web site hosting, e-commerce, and information technology consulting

1370 Energy Centre 1100 Poydras St. New Orleans, LA 70163-1370 PH: (504)585-7346 FX: (504)585-7344 URL: http://www.dcc-services.com Contact: Mr. Paul McCarthy, Chief Executive Officer

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Founded: 1990. Description: Diversified Computer Consultants (DCC) offer a wide range of software implementation and training services. The company serves clients with database design, implementation, and training services, as well as third-party software sales and integration services. In addition, DCC markets its own decision support software and provides development services primarily for supply chain management and e-business applications.

❚ 1489

❚ 1486

Description: Divigate are e-commerce solutions providers.

Founded: 2000. Staff: 550. Description: DMC, Inc. is a Toronto-based information technology consultant. They are a deliverer of electronic commerce applications. MONTAGE-DMC’s background and experience extend across a broad spectrum of sectors including energy, telecommunications, manufacturing, financial services, and various levels of government in countries across North America and Europe. They offer mobile solutions teams, managed services, and consulting services. MONTAGE-DMC, in combination with ATand T Canada’s Internet and eBusiness Services Division, can also offer remote hosting and application service provider (ASP) implementation and support for clients worldwide.

❚ 1487

❚ 1490

DIVINE INC.

DMR CONSULTING

1 Wayside Rd. Burlington, MA 01803 PH: (781)359-3000 URL: http://www.divine.com Contact: Andrew J. Flipowski, Chairman and Chief Executive Officer

1 Southbank Blvd. Level 8 Southbank, VIC 3006, Australia PH: 61 03 9924 3000 FX: 61 03 9924 3001 URL: http://www.dcom.au

Description: Divine helps web based and non web based companies maximize profits through better collaboration, interaction, and knowledge sharing by using professional services, software services and management services.

Description: DMR Consulting can help clients develop an eBusiness strategy that extends the reach of their enterprise to their employees, suppliers, business partners and customers with its eBusiness Solutions. They also offer customer relationship management solutions to help their clients align their customer strategy, enterprise and process design and their IT infrastructure with their business requirements.

DIVIGATE Bon Marche Centre 241 - 251 Ferndale Rd London SW98BJ, United Kingdom PH: 44 020 7274 6071 FX: 44 020 7733 2300 E-mail: [email protected] URL: http://www.digivate.com

DMC INC. MONTAGE-DMC

1900, 10130-103 St. Edmonton, AB, Canada T5J3N9 PH: (780)423-4553 FX: (780)423-7088 E-mail: [email protected] URL: http://www.dmc.on.ca/welcome.htm

❚ 1488

DM SUPPORT INC. ❚ 1491

5160 Yonge St., Ste. 1875 Toronto, ON, Canada M2N6L9 PH: (866)678-2996 FX: (416)227-0645 E-mail: [email protected] URL: http://www.dmsupport.com Contact: Dayna McIntosh, President

DMS CONSULTANTS

Founded: 1998. Description: DM Support Inc. provides clients with 24-hour daily support coverage for their webbased business or e-commerce, so their customers will never experience delayed response times and the client receives up-to-the-minutes updates on site activity. The DM Support staff can instantly communicate with customers via "live support" software, which is a live chat based program. They can also provide customer support through email or clients can combine both the email support and live support services.

PO Box 1321 Helotes, TX 78023 PH: (210)872-7147 E-mail: [email protected] URL: http://www.dms-consultants.com Contact: Donald Lamm, Consultant & Founder Description: DMS Consultants is a rapid response collective of experienced independent management and implementation consultants, technologists and creatives who come together to provide fully integrated e-business solutions that enable growing companies to take full advantage of their e-business units. Services include e-business strategy, ecommerce solutions, marketing, and web site design, development and maintenance.

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❚ 1495

DNS COMPUTING CONSULTANTS

DOMAIN TECHNOLOGIES, INC.

1485 Mataoka St. Mount Pleasant, SC 29464 TF: 877-428-2593 FX: 877-428-2593 E-mail: [email protected] URL: http://www.dnscomputing.com/default.htm Contact: Steven Stark, President and CEO

1555 Wilson Blvd., Ste. 703 Arlington, VA 22209 PH: (703)351-5870 FX: (703)351-5871 E-mail: [email protected] URL: http://www.domaintechnologies.com

Description: A small computer support consultancy that specializes in hands-on computer training for network administration, Windows 95 and NT helpdesk, network security, internet security, web site administration and web site development.

Founded: 1994. Description: Internet/Intranet solution providers. Providing the creative talent and technical knowhow to build e-Business and e-Learning solutions that are tailored to the client’s unique needs through integration of leading edge technologies.

❚ 1496

❚ 1493

DOBNEY CORP. LTD.

DOMANI SOFTWARE SERVICES

67 Minster Way Bath England BA26RJ, United Kingdom PH: 44 1225 335 085 FX: 44 1225 466 430 E-mail: [email protected] URL: http://www.dobney.com

64 Hemlock St. Arlington, MA 02474 PH: (781)641-2828 FX: (781)396-0382 E-mail: [email protected] URL: http://www.domanisoft.com

Description: The Dobney Corp. is a small, but ambitious company offering consultancy and information services to help companies build successful market strategies for new and existing markets. At the heart of their marketing strategies is a fundamental understanding of customers deemed "customer knowledge" and considered more important than customer relationship management. They treat this customer knowledge as the collection of information and insight that their client’s companies need to build successful customer relationships and provide the systems and processes to help clients collect, store, analyze and disseminate this information to improve customer service.

❚ 1494

DOCULABS


❚ 1492

Description: Domani Software Services is a consulting company that provides web application and e-commerce consultancy specializing in J2EE and Microsoft solutions. Major Partners: Avispa Desing Group; Tech Square Inc.; Technology Partners; Oracle; Microsoft

❚ 1497

DONOHUE CONSULTING INC. PO Box 42046 Washington, DC 20015 PH: (202)362-8144 FX: (202)364-2249 E-mail: [email protected] URL: http://www.donohueconsulting.com Description: Provides Internet services and consulting including e-commerce, web hosting, web site development and online marketing.

1207 W Harrison St., 3rd Fl. Chicago, IL 60607 PH: (312)433-7793 FX: (312)433-7795 E-mail: [email protected] URL: http://www.doculabs.com Contact: James Watson, Jr., Founder, Chairman & CEO

❚ 1498

Founded: 1993. Description: A research and consulting firm specializing in e-business technologies and industry analysis. Provides end-user and vendor consulting services to both companies purchasing e-business technologies and to the leading vendors that supply them. Analysts focus on the emerging technologies that drive e-business including, customer relationship management, content management, infrastructure technologies, e-commerce and fulfillment and delivery.

DR NEWMEDIA LTD. Bourne House, Douglas Isle of Man IM992PT, United Kingdom PH: 44 16 2461 0655 FX: 44 16 2461 4765 E-mail: [email protected] URL: http://www.drnewmedia.com Contact: Mr. Martin Katz, Chief Executive Officer

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Founded: 1999. Description: Offshore eBusiness consultants specializing in New Media and e-commerce on the Isle of Man. Provides practical assistance in setting up eBusinesses offshore. Services are focused upon the Isle of Man and Channel Islands, both of which are advantageous from a taxation and regulatory point of view.

Description: DST Innovis provides complete customer management solutions to the video and broadband, telephony and utility markets by transforming typical billing and customer management tasks into valuable and efficient communications, thus achieving customer loyalty and bottom line results. Major Partners: Compaq; Nextel Communications; XACCT Technologies; Alchemy Software; BEA Systems; Group 1; IBM Data Management; ILOG; Microstrategy; Oracle; Vertex; Bull Integris.

❚ 1499

DRAYTON, DRAYTON AND LAMAR INC. (DDL)

❚ 1502

DUMA SOLUTIONS New Times Professional Center 4141 Columbia Rd., Ste. B Augusta, GA 30907 PH: (706)854-1145 FX: (706)854-9745 E-mail: [email protected] URL: http://www.ddlinc.com

2 Petworth Ct. Crawley RH118UJ, United Kingdom E-mail: [email protected] URL: http://www.duma-solutions.co.uk

Founded: 1995. Description: Offers world wide consulting dedicated to E-Commerce, E-Business and EDI, which includes networking, communications, application development, integration, internet, intranet and technology training for both Unix and NT systems.Services generally include: identification of project strategies; determination of project resources; analysis of different approaches to the project; evaluation of current and future technologies; project design, construction, and implementation; project post-implementation; technical audits.

Description: Duma Solutions provides business solutions through web design, e-commerce, database design, desktop publishing and virtual assistance. Duma Solutions can build an e-commerce website which has the following features: you can receive e-mail notification of new sales, unlimited products with price sensitive attributes, allow customers to save items for later, and e-mail them to a friend, returning customers can retrieve and re-order from previous orders and recall customer profile data to speed up the checkout process, run storewide sales, or mark down individual products, shipping rates and VAT rates are automatically calculated, global shoppers can instantly convert product prices to their native currencies, shoppers can use simple or advanced search facilities, and customers will receive an e-mail confirming their order.

❚ 1500

DREAMFIELD PTE. LTD. ❚ 1503 90 Cecil St., Ste.13-01 PH: 65 226 5380 FX: 65 225 2742 E-mail: [email protected] URL: http://www.dreamfield.com.sg

DURBIN TECHNOLOGY SOLUTIONS (DTS)

Description: Provides e-commerce consulting services in business strategy and Internet systems architecture for companies and institutions. Focuses on the financial industry and B2B commerce. Services include: e-Commerce Strategy Consulting; Technical Architecture Consulting; Security Consulting; Project Management Services. Major Partners: Aria Technology; bTrustee; Tangspac Group

5802 Edinburg Dr. Richardson, TX 75082 PH: (972)671-0873 FX: (972)671-2096 E-mail: [email protected] URL: http://www.durbintech.com Founded: 1996. Description: Provides e-Commerce solutions, website hosting, information system strategic design and knowledge management systems.

❚ 1504

❚ 1501

DYNAMIC DEVELOPMENT INC.

DST INNOVIS 1104 Investment Blvd. El Dorado Hills, CA 95762 PH: 800-835-8389 TF: 877-878-2112 FX: (916)934-7054 E-mail: [email protected] URL: http://www.dstinnovis.com

PO Box 528 Stoughton, MA 02072 PH: (617)529-1302 E-mail: [email protected] URL: http://www.dynadev.com Description: Dynamic Developer, Inc. is a company founded by engineers with experience in databases, web

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business development and downstream incubation. e-co consulting help clients make e-Commerce and e-Business solutions decisions by developing strategies and recommendations that minimize the potential risks and maximize their clients opportunities in the European business environment. e-co consulting develops, supports and executes smart business decisions through insight, analysis based on deep market, industry and company-level research.

❚ 1508

E-COM SOLUTIONS INC. ❚ 1505

1252 Candlewood Ct. Downers Grove, IL 60515 PH: (630)434-8812 FX: (630)836-9716 E-mail: [email protected] URL: http://www.elec-com-solutions.com

E-BUSINESS EXPRESS 2000 Auburn Dr., Ste. 200 Cleveland, OH 44122 PH: (330)351-1328 TF: 877-907-3277 FX: (330)995-3246 E-mail: [email protected] URL: http://www.e-businessexpress.com Founded: 1999. Description: e-Business Express is a web services provider for today. Founded in 1999, e-Business Express’ services include domain name registration, web site hosting, e-commerce solutions, web site promotion and bulk hosting for resellers.

Description: e-Com Solutions Inc. is an e-commerce consulting firm providing new markets and increased market share through Internet based solutions. Offers Internet integration services that web enable business processes to make them more efficient. Provides a complete suite of e-commerce consulting services, and business planning through legacy system integration.


sites, client - server technologies, multimedia, and network support. They offer consulting and development of intranets, internets, and extranets. Dynamic helps their clients utilize the latest technologies to access information and present the information to the end user in a clear concise manner.Dynamic build applications that communicate between the end user and the information store. The applications run on the server. The applications are accessed by the end user with a web browser through the TCP/IP protocol. Client use of these technologies eliminates the limits associated with other applications based on locality.

❚ 1509

E-COMMERCE PACKAGE SOLUTIONS ❚ 1506

189-9909 Topanga Canyon Blvd Chatsworth, CA 91311 PH: (413)403-2671 E-mail: [email protected]. URL: http://www.ecommerce-packages.com/

E | CITE 3000 Aerospace Pkwy. Brook Park, OH 44142 PH: (216)977-0632 FX: (216)977-0350 E-mail: [email protected] URL: http://www.e-cite.net Description: An E-Commerce/E-Business consulting firm, specializing in Internet/Intranet consulting, Digital Solutions and Implementations Services.

Description: Ecommerce Package Solutions provide a comprehensive array of high-quality ecommerce services that will meet any business demands. ECommerce Package Solutions provide merchant accounts worldwide. Their U.S. Merchant Account will allow you to accept Visa, Mastercard, American Express, Discover and Visa and Mastercard Debit Cheque Cards. We also offer a complete line of Credit Card Processing Terminals, printers and check readers to be used for Point Of Sale transactions.

❚ 1507 ❚ 1510

E-CO CONSULTING UK LTD.

E-COMMERCE SERVICE PROVIDERS LLC (ESP)

34 Strathcona Gardens Surrey GU212AY, United Kingdom PH: 44 794 638 1829 E-mail: [email protected] URL: http://www.e-coconsulting.com Contact: Mr. Sven Awege, Co-Founder Description: e-co consulting is a professional service provider focused on the Internet and the technology behind it. They have 3 main business activities: strategy consulting,

5732 Salmen St., Ste. C New Orleans, LA 70123 PH: (504)818-1377 TF: 877-918-1377 FX: (504)729-9101 E-mail: [email protected] URL: http://www.1esp.net Contact: Joey Auer, President and Co-Founder

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Founded: 2000. Description: ESP is a full service ecommerce company developing software for online shopping cart technology, real-time payment processing, and Internet search engine marketing services. With turnkey e-commerce shopping cart solutions, ESP empowers businesses of all sizes to engage a new sales channel to promote their products to a global market.

using customer relationship management (CRM) technologies. They provide consulting services to enable clients to use CRM technology to identify, select, acquire, develop, and retain customers within the parameters of their current business model.

❚ 1514

E-SOLUTIONS 4 BUSINESS

❚ 1511

E-COMMERCE SOLUTIONS CONSULTANTS LLC (ECSC) 3688 Clearview Ave., Ste. 101 Atlanta, GA 30340 PH: (770)455-1288 E-mail: [email protected] URL: http://www.ecsc.net/services Description: E-Commerce Solutions Consultants, LLC is a full-service agency specializing in ‘‘turn-key’’ e-business and e-commerce solutions for today’s business. ECSC will handle all of your Internet needs including designing, construction, and hosting. They specialize in development of custom e-business and e-commerce technologies to transform a website into a virtual webstore.

❚ 1512

E-COMMERCE SUPPORT CENTERS INC. 1650 A Gum Branch Rd. Jacksonville, NC 28540 TF: 888-773-3501 FX: (910)455-1937 E-mail: [email protected] URL: http://www.e-comsupport.com Contact: Terrence J. Leifheit, President and Chief Executive Officer Description: E-Commerce Support Centers Inc. provides services to assist web sites by using proactive site monitoring, cross-selling and up-selling while providing help functions, customer intelligence, customer reporting on site hits and customer issues, year-round operation, flexible pricing, increased customer retention, increased customer satisfaction and increased browse-to-buy conversion rates.

❚ 1513

E-COMMERCE TECHNOLOGY OF WESTERN PENNSYLVANIA 1168 Washington Pike, Ste. 252 Bridgeville, PA 15017 PH: (724)228-3585 FX: 800-935-9291 E-mail: [email protected] URL: http://www.ectwpa.com Description: E-commerce Technology of Western Pennsylvania develop customer-centric approaches to e-business

72 New Bond St. London W1S1RR, United Kingdom PH: 44 0 20 7514 9903 FX: 44 0 20 7514 9913 E-mail: [email protected] URL: http://www.e-solutions4business.com Description: Offers everything needed to start, manage and run an ecommerce business from speedy start-up to its dayto-day administration.

❚ 1515

E-SPOT TRAINING AND CONSULTING LTD. Linkline House 65 Church Rd., Hove East Sussex BN32BD, United Kingdom PH: 44 1273 820 200 FX: 44 1273 820 500 E-mail: [email protected] URL: http://www.e-spotltd.com Description: e-Spotis an e-commerce based company that offers global CRM consultancy and training services to system vendors, system integrators and end users.

❚ 1516

E-STARTS Kingswick House Kingswick Dr. Sunninghill SL57BH, United Kingdom PH: 44 134 429 2312 FX: 44 134 429 2311 E-mail: [email protected] URL: http://website.lineone.net/~estarts/ecomm.html Description: e-starts provide a wide range of services to organizations and entrepreneurs who wish to establish an eBusiness or e-Commerce solution. Based in the UK, e-starts works with both large established organizations who are developing their business on the Internet and entrepreneurs who have an idea for a start-up company. Their teams will provide services in the areas of business planning, marketing, web development, database development, technical specification, Intranet design, venture capital, and hosting and support.

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❚ 1520

E-TEMPEST

E1 SOLUTIONS INC.

Follifoot Hall Pannel Road Harrogate North Yorkshire HG31DP, United Kingdom PH: 44 1423 859555 FX: 44 1438 840448 E-mail: [email protected] URL: http://www.e-tempest.co.uk

14105 NE 31st CT Vancouver, WA 98686 PH: (360)258-1180 FX: (360)546-2680 E-mail: [email protected] URL: http://www.e1solutions.com

Founded: 1999. Description: e-tempest is a solutions provider that tries to distinguish itself from its competitors through its business-orientated approach to Internet development. A key element of that approach is their one-to-one consultation process for the formulation and delivery of Internet strategies for corporate companies. These e-business strategies can help organizations to achieve realistic and ongoing improvements, improve customer service, rationalize costs and collaborate effectively with customers and suppliers. Their business transformation and Internet deployment services combine traditional and web-based business techniques. Major Partners: InTechnology; iLumin; Kingsley Technologies.

❚ 1518

Founded: 1999. Description: e1 Solutions, based in Vancouver, Canada, provides planning, development, deployment, support and training for Internet business solutions. e1 Solutions Team has have developed solutions for multiple industries: manufacturing, advertising, technology, real estate, retailing, leisure, and distribution. They provide services in the areas of web solutions, outsourcing services, and systems and networking.

❚ 1521

EACUITY STRATEGIC PARTNERS L.L.C. 16 Mitchell Pond Rd. Windham, NH 03087 PH: 877-857-1712 FX: 877-857-1712 E-mail: [email protected] URL: http://www.eAcuity.com Contact: Paul Reilly, Principal


❚ 1517

E-VANTAGE SOLUTIONS 545 Madison Ave. New York, NY 10022 PH: (212)521-8002 FX: (212)521-8026 E-mail: [email protected] URL: http://www.e-vantagecompany.com Description: Implementing solutions based on Middleware and e-Commerce. Interfaces traditional commerce transaction process models with e-Business models.

❚ 1519

E-WEBZ 169 Gardner Dr. Aberdeen AB125RX, United Kingdom PH: 44 122 487 1958 FX: 44 870 131 4218 E-mail: [email protected] URL: http://www.btinternet.com/˜jwebster/services.htm

Description: A technology consulting organization for businesses. Provides services and products in areas of application design and development, strategy and architecture, and systems integration. Experience includes e-Business, B2B, Internet, Intranet and Extranet sites, web applications, groupware and collaborative software, network servers, operating systems and networking. Our current technological focus includes Java, XML, XSL, JSP, ASP, Javascript, DHTML, SQL and LDAP connectivity, Notes, Domino, Apache and IIS. Design and development can include application design and architecture, software development and project management. Strategy and architecture can include the planning and design of systems architecture related to e-Business, web sites, Domino servers or other network servers. Topics in this area would include topology design, clustering, load balancing, fail over planning, infrastructure analysis and product research. Systems integration can include the planning, implementation and project management of servers or workstations. Geographic Area Served: United States.

❚ 1522

EAGLE VISION SOFTWARE TECHNOLOGIES

Description: e-webz partner with their clients and are involved from communication and workflow process to sales, marketing, training and support. They help clients to harness Internet technologies into a cohesive and effective strategy. They can integrate Web and network technologies with the clients existing systems and applications.

6014 Duraleigh Rd., Ste. 202 Raleigh, NC 27612 PH: (919)788-8339 TF: 888-874-2780 FX: (919)788-8343 E-mail: [email protected]

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URL: http://www.eagle-vision.com Description: Specializes in the design and development of Windows-based custom applications focusing on system architecture, database design, e-commerce, custom software development, and decision support.

enterprise. Utilizes proprietary software to provide services that create more efficient business relationships between trading partners. Major Partners: Exodus; Cisco Systems; Oracle; TruSecure; Sun Microsystems; Microsoft; Interworld; Veritas; Sterling Commerce; Network Associates; Mercator; VeriSign. Awards: Named to Deloitte and Touche’s ‘‘Fast 50’’ Progam for New York

❚ 1523

EARTH VIEW INC.

❚ 1526

EBUILD-IT LTD. 6514 18th Ave. NE Seattle, WA 98115 PH: (206)527-3168 FX: (206)524-6803 URL: http://www.earthview.com Contact: Bryan Brewer, President Staff: 3. Description: Offers market analysis, application design, and development of CD-ROM and Internet publishing for business and consumer markets. Also works with government agencies. Geographic Area Served: Worldwide.

5 Aloe St. Bryanston 2021, Republic of South Africa PH: 27 11 462 3955 FX: 27 838 263 5517 URL: http://www.ebuild-it.co.za/index_frame.htm Contact: Deon de Swardt, CEO & Principle Consultant Description: eBuild-IT (Pty) Ltd. delivers e-enabled business-to-business and business-to-consumer solutions and services. They specialize in the delivery of solutions in niche markets. eBuild-IT consultants work specifically with clients in the petrochemical industry, banking, insurance and employee benefits, healthcare, and mining.

❚ 1524

EASTON CONSULTANTS 4 Landmark Sq., Ste. 301 Stamford, CT 06901 PH: (203)348-8774 FX: (203)348-9541 E-mail: [email protected] URL: http://www.easton-consult.com Contact: Mr. Robert MacAvoy, President Founded: 1984. Description: Easton Consultants provide the tools necessary to transform their client current method of doing business in industrial and commercial markets. They work to help their clients respond to new technologies and people’s changing beliefs regarding work, especially within large and middle market organizations. They help clients transition their business framework into the electronic commerce sector. They establish electronic systems to create new businesses and enable them to perform complex, high volume transactions with consumers and other businesses.

❚ 1525

EB2B COMMERCE INC. 757 Third Ave., Ste. 302 New York, NY 10017 PH: (212)868-0920 TF: 877-853-3222 FX: (212)868-0910 E-mail: [email protected] URL: http://www.eb2b.com Contact: Richard Cohan, President/CEO Founded: 1998. Description: A consulting company specializing in developing e-Business solutions for the extended

❚ 1527

EBUILT INC. 3540 Howard Way Costa Mesa, CA 92626 PH: (949)609-0000 FX: (949)609-0001 E-mail: [email protected] URL: http://www.ebuilt.com Contact: Mr. Michael Dewey, President, CEO & Cofounder Founded: 1999. Staff: 100. Description: eBuilt enables their clients to conduct e-Business by providing software development and business plan authoring. eBuilt was founded to develop and enhance software technologies for business applications. They use thier engineering experience and implementation and consulting skills to streamline their clients business workflow and expand your revenue opportunities.The company provides IT services and solutions, from technology planning and growth strategies to architectural design and enterprise application development.

❚ 1528

EBUSINESSCREATIONS.COM 68-60 108th St., Ste. 5E Forest Hills, NY 11375 PH: (718)793-5773 FX: (718)793-9713 E-mail: [email protected] URL: http://www.e-businesscreations.com

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FX: 800-818-0824 E-mail: [email protected] URL: http://www.ec-team.com Contact: J. Schwan, Principal Description: Specializes in e-business projects. Provides full-scale e-business solutions; from requirements gathering to rollout. E-business consultants offering a breadth of expertise in designing, managing, and implementing large-scale e-business solutions. Particularly specializes in projects implementing BroadVision’s suite of technologies. Every member of the EC Team has had over 3 years of experience architecting, designing, and developing BroadVision applications. Geographic Area Served: United States.

EBUSINESSSPEAKERS.COM ❚ 1532

2525-C Lebanon Pike, Ste. 100 Nashville, TN 37214 PH: (615)883-2005 TF: 800-260-9410 FX: (615)883-8001 E-mail: [email protected] URL: http://www.ebusinessspeakers.com

ECG MANAGEMENT CONSULTANTS INC.

Description: eBusinessSpeakers.com is a division of Republic Speakers Bureau. It is a consultancy with the sole focus of e-business. EBusinessSpeakers.com maintains experienced consultants who provide their clients with comprehensive e-business solutions. Their consultants help clients establish themselves in the digital economy by providing assistance in supporting technologies, customer relationship management, marketing strategies, organizational transformation, and strategic planning.

❚ 1530

EBYTE TECHNOLOGIES L.L.C. 3010 Woodland Hills Dr., Ste. 31 Ann Arbor, MI 48108 PH: (734)945-0774 FX: (734)477-0923 E-mail: [email protected] URL: http://www.ebyte.net Contact: Weihua Zhu, Principal

1111 Third Ave., Ste. 2700 Seattle, WA 98101-3201 PH: (206)689-2200 FX: (206)689-2209 E-mail: [email protected] URL: http://www.ecgmc.com Contact: Mr. Andrew MacDonald, President


Description: e-businesscreations.com provides both on-site and off-site consulting in the areas of website development, software training and database construction and programming. e-business creations allows companies to view technology as a tool for creating and fostering stronger client relationships through a solid foundation in education and development. e-businesscreations.com offers web site development, marketing and training. Customized onsite training in Web Design, Tracking web dollars, Flash, Dreamweaver, Photoshop, HTML, JavaScript, and CIW.

Founded: 1973. Description: ECG Management Consultants Inc. is a national health care consulting firm serving physician groups, hospitals, health systems, academic medical centers, and medical schools. The services provided by their consultants include: strategic IT planning, system acquisition for ambulatory care, acute care, or service organizations, custom application development management, system implementation assistance, systems and data integration, data warehousing and decision-support, and HIPAA compliance.

❚ 1533

ECNET SOLUTIONS, INC. (ECNET)

Staff: 20. Description: A full-service internet technology development firm focused on e-business, e-commerce, and e-media. Specializes in e-business, e-commerce, intranets and extranets. Known for ‘‘industrial strength’’ information technology capabilities to achieve client business objectives, firm uses an object/component methodology approach to developing Internet-based web sites, e-commerce solutions, and collaborative business and engineering applications. Geographic Area Served: Worldwide.

PO Box 19054 Omaha, NE 68119 PH: (402)951-3678 FX: (402)951-3678 E-mail: [email protected] URL: http://www.ecnetsolutions.com Description: Develops e-Business solutions to meet technology needs. Provides seamless end-to-end integration solutions for e-commerce, customer relationship management, content management systems, enterprise resource planning, supply chain management, and web site design and development.

❚ 1531

❚ 1534

EC TEAM LTD.

ECNOW.COM INC.

949 E Madison, Ste. 308 Chicago, IL 60607 PH: (312)371-3425

21265 Stevens Creek Blvd., Ste. 205 Cupertino, CA 95014 PH: (408)257-3000

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FX: (603)843-0769 E-mail: [email protected] URL: http://www.ecnow.com Contact: Mitchell Levy, President/CEO Description: ECnow.com Inc. is an e-commerce management consulting company helping start-up, medium and large enterprises transition its employees, partners and customers to the Internet through strategy, marketing, and a combination of off-the-shelf and customized on-line and onground training.

throughout Europe to implement, upgrade, and maintain their IT and e-business systems. The company’s consulting services focus on developing and implementing systems for customer relationship management, business intelligence, and electronic commerce. ECsoft also performs legacy systems upgrades. The company markets its services to the retail, financial services, communications, energy, and transportation industries.

❚ 1538

EDCOR ❚ 1535

ECOMMERCEPARTNERS.NET CORP. 59 Franklin St., Ste. C New York, NY 10013 PH: (212)994-3390 FX: (503)218-5585 E-mail: [email protected] URL: http://www.ecommercepartners.net Founded: 1997. Description: Develops and designs quality web sites software for e-commerce purposes. Provides innovative and comprehensive Technology Solutions to Global 2000 enterprises and emerging Internet businesses from Web Development to Back-End Systems to Wireless Applications.

3937 Campus Dr. Pontiac, MI 48341 PH: (248)836-1321 TF: 800-785-5585 E-mail: [email protected] URL: http://www.edcor.com Contact: John Robertson, VP, Customer Relationship Mgmt. Description: Edcor provides integrated technology and managed single-source service solutions for learning management, tuition assistance and customer relationship management solutions, for their Global 2000 clientele. Edcor’s CRM solutions includes strategic consulting, technology selection and integration and effective implementation assistance, which can help clients increase customer satisfaction, lower the cost of maintaining relationships with customers and increase revenues by cross selling to existing customers.

❚ 1536

ECONVERGENT INC.

❚ 1539

EDGE DESIGNS LTD. 12667 Alcosta Blvd., Ste. 355 San Ramon, CA 94583 PH: (925)790-2500 TF: 888-276-3278 FX: (925)790-0705 E-mail: [email protected] URL: http://www.econvergent.com Contact: Clyde Foster, President and Chief Executive Officer Founded: 1999. Description: Econvergent allows businesses to tap into customer data from internet based applications and databases to provide an instant, common view of each customer.

❚ 1537

ECSOFT GROUP 101 Wigmore St. London W1U1QU, United Kingdom PH: 442073551101 FX: 442073559001 E-mail: [email protected] URL: http://www.ecsoft.com

Enterprise House Courtaulds Way Coventry CV65NX, United Kingdom PH: 44 247 666 7337 FX: 44 247 666 7657 E-mail: [email protected] URL: http://www.edgedesigns.co.uk Contact: Mr. Chris Edge, Managing Director Founded: 1989. Description: Edge Designs Limited specialize in Customer Relationship Management (CRM) and dynamic IT solutions. Edge Designs deploy and support customer information management systems as well as value added software development and system integration applications.They assist clients with software and hardware requirements, initial system specification and workflow analysis, installation and configuration, additional development and system integration, and user and administrator training through to comprehensive on-going support plans.

❚ 1540

EDGE TECHNOLOGY GROUP, INC.

Staff: 700. Description: ECsoft Group is an information technology (IT) services company. It helps corporations

6611 Hillcrest Ave., Ste. 223 Dallas, TX 75205 PH: (214)999-2245

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EDISON CONSULTANTS

Description: Edge Technology Group, Inc is creating the Edge Model as a new approach to information technology (IT) enterprise. The Edge Model consists of an integrated technology solution for middle market companies including: (1) IT Professional Services: to implement and integrate software applications; (2) Application Service Provider (ASP) Services: to remotely host and manage software applications; and (3) Software Applications: to meet specific middle-market business needs through the use of ubiquitous database technologies from Oracle and Microsoft. Edge is creating the model to design, develop, and deliver software and technology products and professional services to enhance the business information process of Middle Market companies. Edge delivers products and services that maximize middle market enterprises’ utilization of business information by managing information across operational matrixes, increasing process velocity, and creating business intelligence.

The Hollygate Chestergate Stockport SK30BD, United Kingdom PH: 44 161 477 2188 FX: 44 161 476 1598 E-mail: [email protected] URL: http://www.edison.co.uk Founded: 1988. Description: Based in the UK, Edison Consultants is an independent IT consultancy specializing in E-commerce and EDI. The Consultancy, Resource Management and Products divisions work closely together providing a total solution to their clients’ business needs. Edison provides a full range of EDI/E-commerce services, enabling clients to harness, control and capitalize on new technologies and concepts

❚ 1544

EDISYSTEMS, LTD. London Road Ashington RH203DD, United Kingdom PH: 44 0 19 0389 3479 FX: 44 0 19 0389 3753 E-mail: [email protected] URL: http://www.edisol.win-uk.net

❚ 1541

EDI PARTNERS, LTD. (EDI) 8951 W 36th St., Ste. 1 Minneapolis, MN 55426 PH: (952)927-0784 FX: (952)933-1635 E-mail: [email protected] URL: http://www.edipartners.com Description: Provides client-centered EDI consulting services and seminars.


❚ 1543

FX: (214)720-1612 E-mail: [email protected] URL: http://www.axtive.com

Founded: 1997. Description: Specializes in e-business solutions, everything from the development and support of Electronic Data Interchange (EDI) software products, primarily for the financial services and corporate markets. Products range from EDI converters to the complete EDI ‘‘Straight Through Processing’’ (STP) solutions. The company provides ‘‘Open Systems’’ ‘‘Multi-Platform’’ modular products together with a comprehensive range of Consultancy services to work with the ‘‘End-User’’ to design and implement solutions’.

❚ 1545

❚ 1542

EDURUS, INC

EDIC INC. 769 Basque Way Carson City, NV 89701 PH: (775)885-8333 FX: (775)885-8334 E-mail: [email protected] URL: http://www.edurus.com

62 Nuttall St. Brampton, ON, Canada L6S4V4 PH: (416)410-2795 FX: (905)455-6564 E-mail: [email protected] URL: http://www.edicweb.com Founded: 1991. Description: EDIC Inc. is an IT consulting firm specializing in electronic data interchange implementation. Their practice has evolved to encompass both traditional EDI and Internet based e-business. Provides management and technical expertise to cover the planning, implementation and roll-out phases of the project life cycle. Delivers project management and technical solutions for business line initiatives, infrastructure and enterprise network sustainment.

Description: A full service technology and internet consulting company, specializing in web integration, services and design.

❚ 1546

EDWARD AND ASSOCIATES 25 Potter’s Ct. Oxford OX47FF, United Kingdom PH: 44 01865 452977

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FX: 44 01865 452977 E-mail: [email protected] URL: http://www.edwardassoc.org.uk

E-mail: [email protected] URL: http://www.egiconsulting.com Contact: Eric Garza, President & Co-Founder

Description: Edward and Associates provide consultancy services on all aspect of business Internet services. Their consultancy services include: a business check, to establish if there is a need for some form of Internet services or an audit of existing Internet services. They also provide advice and recommendations together with, where appropriate, Internet services design briefs on: he provision of a World Wide Web site Security, the hosting of World Wide Web sites e-commerce solutions, connecting to the Internet, digital rights management, and selection of equipment and software training.

Description: EGI Consulting Solutions provides Internet and e-commerce services to Internet-based companies and other organizations. Delivers customer-focused, Internetdriven solutions to help clients drive business performance and cultivate long-term relationships with their customers. Major Partners: Duplechain Consulting Service

❚ 1547

EFFECTIVE DATA SOLUTIONS 4811 Emerson Ave., Ste. 208 Palatine, IL 60067 PH: (847)397-9900 FX: (847)397-9905 E-mail: [email protected] Description: An information systems consulting firm specializing in electronic commerce. Utilizes Electronic Data Interchange (EDI) s the application-to-application transfer of business documents between computers. It is a fast, inexpensive, and safe method of sending purchase orders, invoices, shipping notices, and other frequently used business documents.

❚ 1548

EGAIN COMMUNICATIONS CORP. 714 E Evelyn Ave. Sunnyvale, CA 94086 PH: (408)212-3400 TF: 888-603-4246 FX: (408)212-3500 E-mail: [email protected] URL: http://www.egain.com Contact: Ashutosh Roy, Chairman and Chief Executive Officer Founded: 1997. Description: eGain helps businesses transform their traditional call centers into multi-channel eService networks. eGain solutions for email management, interactive Web collaboration, intelligent self help agents, knowledge management and proactive online marketing can measurably improve operational efficiency and customer retention - resulting in significant return on investment (ROI).

❚ 1549

EGI CONSULTING SOLUTIONS 18484 Preston Rd., Ste. 102 Dallas, TX 75252 PH: (214)912-0687

❚ 1550

EGLOBAL TECHNOLOGY SERVICES 9 Penang Road 08-18/19 Park Mall PH: 65 6720 2601 FX: 65 6720 2655 URL: http://www.eglobaltechnology.com Contact: Mr. Don Saunders, CEO Description: Partnering with providers of E-Business solutions to accelerate their presence into Asia Pacific and delivers experienced management, personnel, mature processes, and established technology infrastructure in Korea, China, Taiwan, Hong Kong, Thailand, Malaysia, Indonesia and Singapore.

❚ 1551

ELECTRONIC DATA SYSTEMS CORP. (EDS) 5400 Legacy Dr. Plano, TX 75024-3199 PH: (972)604-6000 TF: 800-435-1222 E-mail: [email protected] URL: http://www.eds.com Contact: Richard Brown, Chairman of the Board & CEO Founded: 1962. Staff: 140000. Description: EDS is a global services company that provides strategy, implementation, business transformation and operational solutions for clients managing the business and technology complexities of the digital economy. EDS helps clients eliminate boundaries, collaborate in new ways, establish their customers’ trust and continuously seek improvement.

❚ 1552

ELECTRONIC MARKETING AND COMMERCE SYSTEMS (EMCS) PO Box 10093 Brisbane Adelaide, QLD 4000, Australia PH: 07 322 17445 FX: 07 322 18558 E-mail: [email protected] URL: http://www.emcs.com.au Contact: Mr. Rod Coates, Project Manager

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Description: Eloyalty focuses on customer relationship management over the internet. Their key services include: strategic and business consulting to define a company’s policy for managing customer relationships; technical knowledge of the software products available from third party vendors in this area; proprietary software and methodologies to tie together the different software products; and support to meet business requirements of clients as well as to update their solutions as technology advances.

❚ 1553

ELECTRONIC TRADING CONCEPTS PTY LTD. (ETC)

❚ 1556

PO Box Q311, QVB Post Shop Sydney, NSW 1230, Australia PH: 61 2 9299 4755 FX: 61 2 9299 4544 E-mail: [email protected] URL: http://www.etc.com.au

PH: (602)992-8954 E-mail: [email protected] URL: http://www.barzon.com/email

EMAIL ETC.

Description: Australian-based consulting company specializing in strategy, planning and implementation of electronic commerce, including B2B, B2C, electronic services delivery and electronic publishing.

❚ 1554

Description: Firm offers specialized Internet consulting services for individuals and small business owners, focusing on assistance with developing a plan for commercial use of electronic communications. Provides network items, including drop boxes, store and forward userids, list servers, domain hosting and web services.


Description: Electronic Marketing and Commerce Systems (e-mcs) consultants assist their clients in finding ways to take advantage of available technology to perform E-Commerce. At e-mcs their professional team of Programmers, Graphic Designers, Help Desk, Marketing, Project Managers and Consultants work towards a smooth transition of business into an Internet electronic commerce based business.

❚ 1557

ELIVE

EMERCHANT SERVICES LLC

24551 Raymond Way, Ste. 250 Lake Forest, CA 92630-4478 PH: (949)455-9966 FX: (949)455-9995 E-mail: [email protected] URL: http://www.goelive.com

305 Madison Ave., Ste. 1166 New York, NY 10165 TF: 800-850-3021 E-mail: [email protected] URL: http://www.premieresults.com

Description: eLive is a web and business integrations provider, offering complete services from backend installation, custom software, management, staffing, consulting and the creation of eLive! based web communication sites. eLive solutions enables their clients’ sales and service agents to provide customers with what they need to develop and maintain high levels of trust when doing business over the Internet. eLive!® is an Internet call center application that enables live human interaction on web sites possible by allowing users to contact live call center personnel directly from the web page, receive one way audio/video and exchange messages.

❚ 1555

ELOYALTY 150 Field Dr., Ste. 250 Lake Forest, IL 60045 TF: 877-235-6925 FX: (847)582-7001 E-mail: [email protected] URL: http://www.eloyalty.net Contact: Kelly D. Conway, President and Chief Executive Officer

Description: eMerchant Services, LLC. is a New York City based merchant services company providing Merchant account, credit card processing, Web design, hosting and Internet marketing.

❚ 1558

EMERGE 3100 Bristol St., Ste. 390 Costa Mesa, CA 92626 PH: (714)445-5940 TF: 800-995-7995 FX: (714)445-5950 E-mail: [email protected] URL: http://www.emerge.com Contact: Mr. Ronald Speyer, Chairman and Chief Executive Officer Founded: 1998. Description: Emerge Corporation was founded to provide a marketplace for the buyers and sellers of private businesses. The company provides an array of services that address every aspect of the business equity transfer process, with many services streamlined and available online. The company seeks to do things differently than traditionally done in the process of buying and selling a

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business, including: demystifying the M and A process to give control back to the market, providing the information necessary for all parties to make informed decisions, reducing costs and cycle times for the successful closure of deals, providing exclusive online tools and standard deal formats to streamline procedures, and maximizing clients’ post-tax realized value.

Founded: 1997. Description: Emporia is the Internet services brand of TCS Consultants Ltd. (www.tcs.co.uk) Their mission is to provide cost effective expertise and services, using Internet and electronic commerce technology to increase revenue, profit and market exposure for our clients. Emporia provides Internet based electronic commerce solutions and services to commercial organizations of all sizes, both regional and international.

❚ 1559

EMERGING TECHNOLOGIES CONSULTANTS INC.

❚ 1562

EMUNICATIONS.COM INC. 31 Gaither Dr., Ste. F Mount Laurel, NJ 08054 PH: (856)642-9100 TF: 800-808-1858 FX: (856)642-9509 E-mail: [email protected] URL: http://www.etci.com

14090 Southwest Fwy, Ste. 300 Sugar Land, TX 77479 PH: (281)340-2041 FX: (281)340-2061 E-mail: [email protected] URL: http://www.emunications.com

Description: Specializes in Customer Relationship Management Implementations, (CRM). Helps companies evaluate software, prepare requirements and develop new applications. Implements a range of applications, with an emphasis on helping companies rapidly bring online their critical Customer Relationship Management (help desk, call centers and sales systems), database applications, e-commerce and Decision Support Systems. Offers project management services for full life cycle development.

Description: eMUNICATIONS.com, Inc. is an Internet solutions consultant to small and medium sized businesses. They help their clients establish their presence on the Internet with practical web site design, marketing integration, and functionality.

❚ 1563

ENBEDE CO.

❚ 1560

EMPHASYS COMPUTER CONSULTANTS LTD. Rainford Hall, Crank Rd St. Helens WA17RP, United Kingdom PH: 44 1744451122 FX: 44 1744451122 E-mail: [email protected] URL: http://www.emph.com Founded: 1986. Description: Emphasys Computer Consultants Ltd builds computer systems tailored to customers’ exact requirements. Their e-commerce solutions enable clients to perform accounting, stock control, order processing, manufacturing and distribution systems.

❚ 1561

EMPORIA 4 Great Chesterford Ct. Great Chesterford Saffron Walden CB101PF, United Kingdom PH: 44 1799 531912 FX: 44 1799 531908 E-mail: [email protected] URL: http://www.emporia.net Contact: Mr. Ian Hendry, Co-Founder

393 Beacon St. Lowell, MA 01850 PH: (978)934-0035 FX: (978)459-8126 Contact: Donald D. Job, President Staff: 5. Description: Provides a range of services used in developing new businesses or expanding existing ones. This includes development or acquisition of new products, establishing sales/marketing outlets, developing strategic plans and assisting in their implementation. Market research done in numerous high technology areas including biomedical, electronics, data processing and telecommunications. Have undertaken assignments for consumer products companies, for industrial applications, and for OEM markets. Additional expertise in new venture risk/opportunity assessment and management services. Serves private industries as well as government agencies. Experienced in competitive intelligence, licensing of technology and management of patent portfolios. Activities include bio-informatics, e-commerce, web page design, and Network security evaluations. Seminars: Licensing Your Invention; Building a Business Around Your Invention; Network Security Policy Development; and Security Audits. Special Seminars: Computer utilization audits - to foster the capture and sharing of marketing and technical information. Technical documentation; ecommerce, web page design, and Network security. Geographic Area Served: Worldwide.

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Served: Can communicate effectively with client over telephone, FAX, computer modem, or Internet; travel usually limited to the Midwest region of the United States.

ENCITE COMMERCE INC. 343 Waller Ave., Ste. 201 Lexington, KY 40504 PH: (859)389-9065 FX: (859)389-9515 URL: http://www.encitecommerce.com Contact: Stephan Jefferies, President

❚ 1567

ENSEMBLE COMMUNICATIONS

Description: Encite Commerce offers solutions for e-commerce and customer service management by using a proprietary commerce engine to create and manage both Businessto-Consumer and Business-to-Business operations.

❚ 1565

9890 Towne Centre Dr. San Diego, CA 92121 PH: (858)458-1400 FX: (858)458-1401 E-mail: [email protected] URL: http://www.ensemble.com Contact: Mr. Dave Twyver, Chairman and CEO Description: Ensemble Communications, Inc. provides cost-effective broadband access to markets worldwide. Ensemble designs, manufactures, and markets point-tomultipoint systems operating at frequencies from 10 GHz to 45 GHz for mobile backhaul and broadband wireless access markets worldwide.

ENERGETIC SYSTEMS INC. 136 Belvue Dr. Los Gatos, CA 95032-5115 PH: (408)356-3111 FX: (408)356-3905 E-mail: [email protected] URL: http://www.energetic.com Contact: Michael Maiten


❚ 1564

❚ 1568

Staff: 1. Description: Experienced in software engineering, involving software development/QA, including embedded; specifications, implementation, testing, and documentation. Skilled in network infrastructure; systems installation, configuration, and management; server/client design; E-Mail; Internet Applications, WWW, CGI; and security. Also offers computer networking: configuration, management, and optimization; Internet services; and project management. Geographic Area Served: Worldwide.

❚ 1566

ENTERPRISE IG Tullins Gate 6 P.O. Box 6643 St. Olavs plass N-0129 Oslo, Norway PH: 47 22 98 97 50 FX: 47 22 98 97 60 E-mail: [email protected] URL: http://www.enterpriseig.com Contact: Arne Martinsen, Managing Director Description: Enterprise IG work for clients including airlines, beverages, fashion, telecommunications, consumer products, hotels, IT consultants, and e-commerce companies. Their main disciplines are: Branding, Corporate Identity and Environmental, Packaging, Conceptual and Web Site Design.

ENGINEERING DESIGN CONCEPTSDIVISION OF EDC COMPUTERS INC. 1219 Pacific Ave. Benson, MN 56215 PH: (320)843-2828 FX: (320)843-4688 E-mail: [email protected] URL: http://www.edccs.com/design/concept.htm; www.edccs.com Contact: Al Leedahl, President

❚ 1569

ENVENT

Staff: 3. Description: Involved in Internet web site development. Seminars: Put Your Business on the Internet. Special Seminars: Custom computer programming specializing in database applications used on the Internet for business-tobusiness e-commerce. EDCads and EDCtrade services allow non-technical people to easily administer their own web sites. Web site developing including: HTML and graphics editors, LINUX server, APACHE web server, off-site firewalls, and various Internet web site hosting services. Also includes word processor, spreadsheets, desktop publishing, bookkeeping, and CAD equipment. Geographic Area

Block F, Sandton View Hilltop Rd., Lyme Park Randburg 2194, Republic of South Africa PH: 27 11 787 7666 E-mail: [email protected] URL: http://www.envent.co.za Contact: Mr. Gareth Slaven, Operations Director Founded: 2000. Description: An independent South African based e-business consulting firm, specializing in Internet strategies for business.

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❚ 1570

ENVISION WEB SERVICES PO Box 2643 Darien, IL 60561 PH: (630)660-4460 E-mail: [email protected] URL: http://www.envisionwebserv.com

Description: EpicEdge provides management and information technology consulting primarily to government agencies and utility companies. EpicEdge also builds back-office systems for finance and human resource functions using PeopleSoft applications.

❚ 1574 Founded: 1998. Description: Envision web services provide web design, digital photography, web marketing consultants, E-Commerce, and web hosting.

❚ 1571

EPAIRS, INC. 20370, Town Center Ln., Ste. 255 Cupertino, CA 95014 PH: (408)973-8466 FX: (408)973-8499 E-mail: [email protected] URL: http://www.epairs.com

E.PIPHANY INC. 1900 S Norfolk St., Ste. 310 San Mateo, CA 94403 PH: (650)356-3800 FX: (650)496-2431 E-mail: [email protected] URL: http://www.epiphany.com Contact: Roger Siboni, President and Chief Executive Officer Founded: 1996. Description: E.piphany is a provider of online customer interaction software for the customer economy including e-commerce, financial services, communications, consumer-packaged goods, and technology.

Description: A global hi-tech solution services company providing technology solutions to enterprises and the world with a proven expertise in technology, strong foundation and understanding of emerging network-centric business domains.

❚ 1572

EPARTNERS 1304 W. Walnut Hill Ln., Ste. 300 Irving, TX 75038 PH: (972)751-0078 TF: 888-883-9797 FX: (972)550-8454 E-mail: [email protected] URL: http://www.epartnersolutions.com Description: ePartners offers Customer Relationship Management solutions that allow their customers to manage every aspect of their relationship with their customers and by implementing these solutions, ePartners assists companies with building lasting customer relationships and turning customer satisfaction into customer loyalty. Major Partners: Siebel; Onyx; Sales Logix; Pivotal.

❚ 1573

EPICEDGE, INC. 5508 Hwy. 290 W. Austin, TX 78735 PH: (512)261-3346 FX: (512)261-3349 E-mail: [email protected] URL: http://www.epicedge.com Contact: Mr. Carl Rose, Founder and Chairman

❚ 1575

EPIPHANY WEB DESIGNS 611 Harriet St., Ste. 304 Evansville, IN 47710 PH: (812)573-3080 FX: (812)429-0772 E-mail: [email protected] URL: http://www.epiphanywebdesigns.com Founded: 1997. Description: A full service internet consulting business offering a range of services from professionally designed web sites, java scripting, graphics, domain name registration, web site hosting, site searches, shopping carts for e-commerce, cgi-scripts, secure servers and search engine registration.

❚ 1576

EPISODE CONSULTING Compton Farm House Broad Hinton Wilshire SN49PA, United Kingdom PH: 44 793 731943 FX: 44 793 731157 URL: http://www.episodec.com Description: Episode Consulting provides consultancy for Internet business needs for small to medium sized businesses. They provide project management, venture capital consultancy, web development and other such business critical services.

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❚ 1580

EPRESENCE INC.

ESALES CONSULTANTS LTD. (ESC)

120 Flanders Rd. Westborough, MA 01581 PH: (508)898-1000 TF: 800-222-6926 FX: (508)898-1755 E-mail: [email protected] URL: http://www.epresence.com Contact: Victor Beck, Dir., Corporate Communications

121 The Mount York YO241DU, United Kingdom PH: 44 190 469 2922 FX: 44 190 447 9998 URL: http:// Contact: Mr. Dan Carter, Operations Director

Description: ePresence boost clients Internet presence. It offers consulting and integration services, including enterprise directory and security services, electronic provisioning, and portal and operations management services, as well as traditional IT services such as network design and systems integration.

Description: E-Sales Consultants (ESC) offer e-commerce related consultancy and training packages to help companies bridge the gap between conventional selling and Internet sales.

❚ 1581

ESPENSCHIED-BACHMANN GROUP INC. (EBG) 1534 N Moor Park Rd., Ste. 344 Thousand Oaks, CA 91360 PH: (805)276-0470 FX: (805)480-0341 URL: http://www.e-bgroup.com Contact: Mr. David Espenschied, Co-Founder

❚ 1578

EPROCESSES CONSULTING INC. 1025 Prospect Ave., Ste. 330 La Jolla, CA 92037 PH: (858)454-2074 FX: (858)454-2083 E-mail: [email protected] URL: http://www.eprocessesconsulting.com


❚ 1577

Description: The Espenschied-Bachmann Group help small and mid-sized financial services companies to integrate ecommerce into their daily business. They work with companies to set up online programs that integrate into the existing business. The Espenschied-Bachmann Group work specifically in the commercial and retail banking, mortgage lending, investments, and insurance industries.

Description: eProcesses Consulting can help clients effectively manage the customer lifecycle, including market definition, customer acquisition, customer retention, customer satisfaction and customer profitability. Their services address the initiatives of Customer Relationship Management, including front and back-office solution selection, integration and implementation, building local or remote customer interaction centers and solutions, purchasing the right technology, perfecting marketing and customer service via the Internet, customized training solutions and more.

❚ 1579

ERNEX MARKETING TECHNOLOGIES INC. 4259 Canada Way, Ste. 225 Burnaby, BC, Canada V5G1H1 PH: (604)415-1500 FX: (604)415-1591 E-mail: [email protected] URL: http://www.ernexinc.com

❚ 1582

ESPIRE 350 NW 12th Ave. Deerfield Beach, FL 33442 PH: (954)429-8000 TF: 800-NET-GATE FX: (954)429-8001 E-mail: [email protected] URL: http://www.gate.net Contact: Thomas R. Benham, CEO Revenue: US$6,000,000. Staff: 75. Description: Specialize in Dedicated data lines with Internet services and the utilization of the global Internet Industry. We can show businesses and organizations how to benefit from Internet access and marketing capabilities such as World Wide Web services. Complete network engineering and configuration capabilities. Seminars: Your Business and the Internet. Geographic Area Served: Florida but will work nationwide.

❚ 1583 Description: Ernex Marketing helps clients increase customer retention and loyalty through "real-time points" program, which allows client’s to easily identify and reward customers directly at the point of sale, so they can market to them uniquely and increase customer satisfaction.

ESTRATEGY PARTNERS LLC 212 3/4 16th St. Manhattan Beach, CA 90266 PH: (310)546-7539

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URL: http://www.estrategypartners.com Contact: Mr. Jeffrey Cohn, Founder and President Founded: 1999. Description: eStrategy Partners LLC is a strategic capital firm established to provide entrepreneurs and investors with an objective and creative resource for evaluating the strategic possibilities of ebusiness and Internet technology. They offer a complete range of resources and the strategic advice required to identify, design and execute a competitive ebusiness. eStrategy Partners provide strategic and confidential feedback on a company’s management, market opportunity, business model, competitive advantages and financial structure.

FX: 44 147 382 4470 E-mail: [email protected] URL: http://www.eurotec.co.uk/ie4/index.html Founded: 1979. Description: Eurotec Consultants was founded in 1979, to provide computer-related services and independent consultancy to all sectors of commerce and industry.

❚ 1587

EUROTECHNOLOGY JAPAN K. K. Parkwest Bldg., 11th Fl. 6-12-1 Nishi-Shinjuku Shinjuku-ku Tokyo 160-0023, Japan PH: 81 3 5325 3213 FX: 81 3 5325 3131 E-mail: [email protected] URL: http://www.eurotechnology.com Contact: Mr. Gerhard Fasol, President, CEO

❚ 1584

ETENSITY 7900 W Park Dr., Ste. T-600 McLean, VA 22102 PH: (571)382-2800 FX: (571)382-2805 E-mail: [email protected] URL: http://www.etensity.com Description: E-commerce consultant and e-business solution provider offering B2B and B2C Internet strategy, creative design, and implementation/integration services. Major Partners: Microstrategy; Microsoft; Mportal; Buzzpower; Screamingmedia; Webtrends; OTG Software; Cast Software; IBM; Teleglobe; DDLabs. Awards: Best eCommerce Solution of the Year Award in 1999.

❚ 1585

EUREKA E-SOLUTIONS INC. 3305 Northland Dr., No. 305 Austin, TX 78731 PH: (512)459-9292 FX: (512)459-6244 E-mail: [email protected] URL: http://www.eurekasoft.com Contact: Kevin Rhodes, Vice President of Business Development Staff: 37. Description: Provides turnkey custom application/system software design, development, QA, and project management services for Microsoft and other platforms. Multi-tier applications, distributed databases component development, etc. Eureka e-Solutions provides services for ‘‘e-Initiatives’’: Internet and technology-based responses to business and productivity opportunities. Geographic Area Served: United States.

Description: Provides strategy consulting, implementation and solutions for E-commerce.

❚ 1588

EVERGREEN CONSULTING 1004 Chimney Hill Tr. Southlake, TX 76092 PH: (817)421-6893 E-mail: [email protected] URL: http://www.evergreenconsulting.net Contact: Bill Placek, Principal Staff: 1. Description: Consultant can provide not only technical ability in implementing a particular application, but insight into choosing the appropriate solution. Has worked directly on mainframes, national communications networks, various LAN/WAN configurations, mid-range computer systems, PCs, and digitally controlled robotic manufacturing equipment, private networks and the Internet. Also specializes in e-commerce sites for local and national clients and client/server solutions using a wide spectrum of rapid application development tools, including Visual Basic and MSAccess, to develop two- and three-tiered client/server applications, usually interfacing with an SQL- or Access-based server in a LAN/Intranet environment. Geographic Area Served: United States.

❚ 1589

EVERMORE ENTERPRISES

❚ 1586

EUROTEC CONSULTANTS LTD. (ECL) 32A High St. Hadleigh IP75AP, United Kingdom PH: 44 147 382 4470

4220 West Carol Ave. Phoenix, AZ 85051-3225 PH: (623)934-9010 E-mail: [email protected] URL: http://www.evermore.com

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development, and custom web based programming to companies and organizations around the world. Exbabylon specializes in e-commerce and full scale content management systems with custom interfaces, integrating robust database architecture and lightning fast custom scripting into original front end designs.

❚ 1590

EVOLUTION POINT LLC

❚ 1593

EXINOM TECHNOLOGIES INC.

415 N Sangamon Chicago, IL 60622 PH: (312)733-1100 FX: (312)733-7334 E-mail: [email protected] URL: http://www.evolutionpoint.com Contact: Mr. Reuben Chew, President Founded: 1998. Description: Evolution Point, LLC is a small Internet consulting and development company that offers expertise in e-strategy, e-business, e-commerce, branding, and online promotions using different Internet technologies. Evolution Point specializes in Internet consulting and technology implementation. Evolution helps to create and implement e-business plans by providing consulting services and technology implementation for their clients. They create e-business opportunities for their clients by providing Internet-based alternatives to advertising, promotion, event marketing, direct marketing and other traditional media activities.

120 Wood Ave. S, Ste. 501 Iselin, NJ 08830 PH: (732)767-0400 TF: 888-766-8267 FX: (732)767-0401 E-mail: [email protected] URL: http://www.exinom.com Contact: Suresh Nichani, Founder and Chief Executive Officer Description: Exinom Technologies provides systems integration, e-commerce, data warehousing, and business intelligence services primarily to large companies in the financial services, health care, manufacturing, telecommunications, and utilities industries. Other service areas include project management, strategy consulting, and training.


Description: Evermore Enterprises are technological and multimedia consultants, specializing in Internet presence development and the creation of dynamic, user-maintained database-backed websites.

❚ 1594

THE EXPERTISE CENTER LLC ❚ 1591 862 Sir Francis Drake Blvd., Ste. 283 San Anselmo, CA 94960 PH: (415)457-2121 TF: 800-830-3342 FX: (415)457-3397 E-mail: [email protected] URL: http://www.expertcenter.net/webconsultserv.htm

EVOLVEWARE, INC. 1148 Sonora Ct. Sunnyvale, CA 94086 PH: (408)738-1399 TF: 800-447-8226 FX: (408)738-0698 E-mail: [email protected] URL: http://www.evolveware.com Founded: 1989. Description: EvolveWare develops a wide array of software for its corporate clients, including B2B and e-commerce, data storage, financial, and networking applications. EvolveWare’s resources are channeled to address the growing needs of Information Technology with respect to Software Services and Solutions.

❚ 1592

Description: The Expertise Center offers a full range of Web Presence Consulting Services from high-level strategic market planning to the technical and artistic details of creating Web sites for the business community. They specialize in enabling customers to maximize the traffic they generate with their Web site by implementing Strategic Marketing strategies and tools. The E-Commerce Center is a division of The Expertise Center offering a full range of E-Commerce and Web Presence Consulting Services from high-level strategic planning to in-depth online marketing tactics. It offers custom designed Internet, Intranet, Extranet and online Ecommerce shopping centers for small to mid-sized businesses.

EXBABYLON PO Box 147 Blanchard, ID 83804 PH: (208)437-1865 E-mail: [email protected] URL: http://www.exbabylon.com

❚ 1595

EXTRAPRISE

Description: Exbabylon provides Internet marketing consulting, web site design and hosting, e-commerce, database

321 Summer St., 8th Fl. Boston, MA 02210 PH: (617)880-4000 FX: (617)880-4001

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URL: http://www.extraprise.com Contact: Mike Shanker, President, Americas

❚ 1598

Description: Extraprise’s strategy and process services can help client’s assess how well their company’s existing capabilities meet their customer’s expectations, then help them develop right mix of support channels and implement the best set of support processes. They have a complete range of solutions and integration capabilities to help clients build new channels for support and integrate them with an overall customer strategy that spans every customer communication channel including wireless, email and the Internet. These solutions include software selection and implementation, technical architecture and integration, Internet solutions, contact center solutions and professional training. Major Partners: Siebel Systems; Cisco Systems; E.piphany; Vignette; IBM; Avaya; Aspect Communications; NetIQ; WRQ.

617 Cooper Ave Colorado Springs, CO 80905 PH: (719)635-5493 TF: (866)635-5493 E-mail: [email protected] URL: http://ezcws.com/InternetConsultants.html

EZCWS INTERNET CONSULTANTS

Description: EZCWS Internet Consultants, The Web site consultants that provide client solutions to design a Web site and get it on the Internet. Web design and promotion is just the start. EZCWS Internet consultants provideWeb design, Web site Promotion, ‘‘Free’’ hosting, and E-commerce tools including ‘‘Free’’ Shopping Carts etc. Colorado Springs, Colorado. Web design, promotion and hosting Complete service Consultants.

❚ 1599 ❚ 1596

THE FACTPOINT GROUP

EYE STREET SOFTWARE CORP. 373 First St., Ste. 200 Los Altos, CA 94022 PH: (650)949-4882 FX: (650)949-3480 E-mail: [email protected] URL: http://www.factpointgroup.com Contact: Tim Clark, Partner

9841 Brokenland Pkwy. Columbia, MD 21046 PH: (410)309-9550 E-mail: [email protected] URL: http://www.eyestreet.com Description: A diversified consulting services company that offers e-commerce consulting services. Specializes in distributed systems development - those systems that require cross-platform and cross-domain functionality in industries such as high-technology, financial, telecom, government, and non-profit. Developed a Java/CORBA application server framework (Enterprise Assembly) which provides a rich set of functionality which includes features such as load balancing, rules processing, flexible ‘‘multi-tiering’’, XML interfaces, logging and monitoring, and more. Major Partners: Siebel Systems, Inc.; Apropos Technology.

Founded: 1992. Description: The FactPoint Group, a research and consulting firm, specializes in developing business, sales, and market development strategies for Internetrelated companies. The FactPoint Group is focused on helping its clients sell and adopt new technology.

❚ 1600

FARR BETTER IDEAS 548 Belmont St. Manchester, NH 03104-5128 PH: (603)644-2331 FX: (603)644-2257 E-mail: [email protected] URL: http://www.farrbetterideas.com Contact: Mrs. Judi Farr

❚ 1597

EYES ONSITE Greyhound House Launton OX265DQ, United Kingdom PH: 44 186 924 4144 FX: 44 870 132 0262 E-mail: [email protected] URL: http://www.eyesonsite.co.uk

Description: Farr Better Ideas provide Web Site Design, Internet consulting, and Web Hosting for small business.

❚ 1601

FEEDACTIVITY INC. Description: Eyes Onsite is a company that partners with clients to create a digital presence. They provide web design, from reviewing sites for usability issues highlighted with the use of comprehensive principles, through to grammatical or typographical errors in content. Their services can be adapted to their client exact needs and business.

34121 SE 56th Pl. Fall City, WA 98024 PH: (425)222-9333 FX: (425)222-9385 E-mail: [email protected]

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Description: Feedbactivity provides internet survey tools and experienced advisors to help improve their clients customer retention rate.

Description: Finsiel is an information technology (IT) and consulting company. It is composed of about 20 separate businesses that offer enterprise resource planning software and a cornucopia of IT services. Finsiel’s consulting services include information systems design, installation, and integration into existing systems. The company targets the banking, health care, public administration, telecommunications, and transportation industries. Finsiel’s offering to administrations, banks and businesses is a complete one and covers the whole IT value chain.

❚ 1602

FI SYSTEM 19 rue du Quatre Septembre 75002 Paris, France PH: 33155040303 FX: 33155040304 E-mail: [email protected] URL: http://www.fisystem.fr Founded: 1992. Description: Fi SYSTEM was founded in 1992 as an information technology consulting company. They provide e-commerce services in the areas of customer relationship management, strategy, engineering, Web design, and a host of other services aimed at Europe’s Internet economy. Fi SYSTEM’s offers expertise in Internet, Intranet and Extranet services. Their services include: Internet marketing, strategy and media, planning, system transfer organization and monitoring, new technology engineering, backoffice management, B2B and B2C e-commerce, interactive design and communication, customer relationship management, content management and multi-lingual implementation, and web contact centre services.

FILAMENT WEBMEDIA PO Box 9472 Marion Sq. Wellington, New Zealand PH: 64 438 58586 FX: 64 438 58670 E-mail: [email protected] URL: http://www.filament.co.nz Description: Filament offers branding and design solutions, e-commerce application development, maintenance and hosting. Filament is an independent Internet solutions company based in Wellington, New Zealand. Filament brings a collaborative effort between creative and technical professionals with a wealth of experience from the graphic design and IT industries. Filament understands that establishing a web presence requires the right balance of strong visual communications sensibilities as well as expertise in technical issues of the Internet such as e-business, secure connections and data interfacing. Their aim is to provide services and solutions for medium to large businesses, corporations and government agencies.

FINSIEL Via Carciano 4 00131 Rome, Italy PH: 390641421

❚ 1605

FIREPOND INC 890 Winter St. Waltham, MA 02451 PH: (781)487-8400 TF: 888-662-7722 FX: (781)487-8450 URL: http://www.firepond.com Contact: Klaus Besier, Chief Executive Officer Founded: 1983. Description: Firepond provides guided selling and online customer assistance solutions that help companies more profitably acquire and retain customers. Firepond’s complementary guided selling and guided service software leverages proven intelligence engines and patented automation technology to drive new revenue streams, increase profitability, and manage customer interactions across all channels and throughout the sales and service cycle.

❚ 1603

❚ 1604

FX: 390641425775 E-mail: [email protected] URL: http://www.finsiel.it Contact: Gilberto Ricci


URL: http://www.feedbactivity.com

❚ 1606

FIRST CHARTER PTY. LTD. 43 Pine County Pl. Bellbowrie, QLD 4070, Australia PH: 61 073 202 6560 FX: 61 073 202 8783 E-mail: [email protected] URL: http://www.firstcharter.com.au/brochure.htm Description: First Charter is a group of IT and business consultants with a focus on I.T. Project Management, B2B and B2C E-Commerce development, system integration, upgrades and new implementations. First Charter has experience in EDI, E-Commerce, ERP design and development, IT department management and overall project management. First Charter provide clients with research and help to steer them through the process of getting set up into the ’wired’ world. The consultation can be as wide and bRd. as necessary.

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❚ 1607

FIRST PREMIER WEB SITE DESIGN 900 Haddon Ave. Collingswood, NJ 08108 PH: (856)854-8384 URL: http://www.flash-web-site-design-e-commerce.com Description: First Premiere Web Site Design provide consulting in the area of web design. They offer fully-secure and dynamic e-commerce web site construction. They provide solutions that are fully customizable to give clients business recognition. They offer flash,HTML, Java Script, e-commerce, scanned web ready images (gif and jpeg), and original site design and layout.

URL: http://www.fmr-systems.com Contact: Jack Liess, Managing Director Staff: 12. Description: Developers of the Relationship Management System (RMS). Browser-based banking focused solutions for Customer Relationship Management (CRM), Contact Management, Product Fulfillment, Forms Automation, Workflow, and Customer Service. A leader in providing client/server and internet based solutions, legacy system & desktop software integration, and support to financial services industry. Produces Web-Based object-oriented, platform independent, and database independent solutions for the enterprise. Seminars: Presents seminars concerning object-oriented development, sales management, product and service implementation, fulfillment, and customer service. Special Seminars: List available from firm. Geographic Area Served: North America.

❚ 1608

FIRSTWAVE TECHNOLOGIES INC.

❚ 1611

FOCUS BLUE Overlook III, Ste. 1000 2859 Paces Ferry Rd. Atlanta, GA 30339 PH: (770)431-1200 FX: (770)431-1201 URL: http://www.firstwave.com Contact: Richard Brock, Founder

30 Clyde Pl. Glasgow G58AQ, United Kingdom PH: 44 141 418 0880 FX: 44 141 418 0889 E-mail: [email protected] URL: http://www.focusblue.com

Founded: 1984. Description: Firstwave is a provider of flexible Internet-based Customer Relationship Management (CRM) solutions that optimize and strengthen the relationship between a company and its customers.

Staff: 30. Description: Focus Blue is an e-business and content management solutions provider, delivering end-toend solutions throughout the UK. They are accredited ebusiness Solutions Providers for BTignite and Cable and Wireless, and can provide a full service to clients, from design and software development through to hosting.

❚ 1609

FLARE NETWORKS, INC.

❚ 1612

233 Linden St. Fort Collins, CO 80524 PH: (970)494-3400 TF: 877-497-9196 FX: (970)494-1775 E-mail: [email protected] URL: http://www.flarenetworks.com Contact: Ms. Julie Rech, President, CEO

FORESIGHT SOLUTIONS, INC.

Description: A consulting and analysis group that specializes in helping medium and large scale companies make more effective use of internet technologies. Major Partners: Macromedia; Oracle; Sun Microsystems; Microsoft; America Online; Hewlett Packard.

Founded: 1987. Description: Foresight develops and markets e-commerce business management applications, offering fully integrated accounting, customer relationship management (CRM) and electronic business-to-business (B2B) e-commerce solutions.

2379 Woodlake Dr., Ste. 400 Okemos, MI 48864 PH: (517)381-2080 TF: 888-763-8321 E-mail: [email protected] URL: http://www.foresight.com

❚ 1610

❚ 1613

FMR SYSTEMS INC.

FOREST STRATEGIES

855 Sterling Ave., Ste. 150 Palatine, IL 60067 PH: (847)934-5566 FX: (847)934-6815 E-mail: [email protected]

20 Gates Rd., Ste. 25 Marlborough, NH 03455 PH: (603)876-4336 FX: (603)876-4353 E-mail: [email protected]

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Description: Web site development and technical training. Assists with Intranet design and development, web site design, and strategic planning for Internet publishing.

❚ 1614

FORESTRO LLC

FOSDICK FULFILLMENT CORPORATION 26 Barnes Industrial Park Rd. N Wallingford, CT 06492 TF: 800-759-5558 FX: (203)679-3290 E-mail: [email protected] URL: http://www.fosdickcorp.com Founded: 1965. Description: Fosdick’s services include order fulfillment and support for television direct promotions, e-commerce products, literature fulfillment, promotional project support, and direct mailings.

2573 Coolidge Hwy., Ste. 18 Troy, MI 48084-3653 PH: (248)935-5966 FX: (248)822-6103 URL: http://www.forestro.com Description: Forestro LLC provide business-to-customer (B2C) and busines-to-business (B2B) solutions, Internet and Intranet development, on-site or off-shore technical support, and more. They offer consulting and development of ebusiness and e-commerce web-sites, development of Java and C/C applications, and test if new Web-site will work stable when hundreds or thousands users access it. Forestro has created a very flexible and reusable system for synchronizing virtually any data from any source on any platform. They offer clients their expertise and experience in all phases of information technologies from business modeling, requirement development, analysis, and design, to implementation, testing, configuration, and change management.

❚ 1615

FORMULA SYSTEMS LTD. 3 Hagalim Blvd. 46120 Herzliyya, Israel PH: 97299598888 FX: 97299598877 URL: http://www.formula.co.il

❚ 1618

FOURTHOUGHT INC. 4735 E Walnut St., Ste. C Boulder, CO 80301 PH: (303)583-9900 FX: (303)583-9907 E-mail: [email protected] URL: http://fourthought.com Contact: Uche Ogbuji, Principal


❚ 1617

URL: http://www.ForestStrategies.com

Description: Firm provides custom software solutions for businesses. Experience with open technologies, and have developed a suite of XML software components for Webbased applications. The components can be used in areas such as Intranets, E-Commerce and Customer Relationship Management. Geographic Area Served: United States.

❚ 1619

FOURTHSTAGE TECHNOLOGIES, INC.

Founded: 1985. Description: Formula Systems develops and distributes software including applications for air traffic control, banking, electronic commerce development, utilities, computer imaging, telecommunications, broadcasting, and telemarketing. Formula Systems’ information technology (IT) operations include systems integration, consulting, application development, and IT training.

3300 N Central Ave., Ste. 200 Phoenix, AZ 85012 PH: (602)776-0883 TF: (866)614-3417 FX: (602)776-0127 E-mail: [email protected]. URL: http://www.fourthstage.com Contact: Mr. Kevin Craig, Chief Executive Officer Founded: 1999. Description: Fourthstage is a full-service technology provider. They offer innovations in architecture, infrastructure, professional services, applications, and technology products for all of their clients’ eBusiness needs. It also develops e-business application architectures and standards, and offers other services including infrastructure management and network security.

❚ 1616

FORQUEST US 1532 State St., Ste. C Santa Barbara, CA 93101 PH: (805)563-2757 E-mail: [email protected] URL: http://www.forquest.com

❚ 1620

Description: Develops and implements e-commerce strategies for businesses. Facilitates investor relations in the mobile commerce industry, between private or corporate investors and emerging companies, by optimizing business models and recommending wireless mobile solutions.

FOX SYSTEMS INC. 4110 North Scottsdale Rd., Ste. 345 Scottsdale, AZ 85251 PH: (480)423-8184

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TF: 800-726-9593 FX: (480)423-8108 E-mail: [email protected] URL: http://www.foxsys.com Contact: Dr. Susan Fox, Chairperson of the Board

and legal implications of business transformation and development of online transactions.

Founded: 1987. Description: FOX Systems Inc. is a privately held national health care management consulting company. FOX provides management and information systems consulting services to health care organizations including state Medicaid agencies, state and local behavioral health care agencies, private sector health care providers, public welfare agencies and correctional health care agencies. They provide client-focused strategic systems planning, systems design, business process improvement, and HIPAA compliance solution services to the public and private health care industry.

FRISCOSOFT, INC.

❚ 1621

FRAZER-ROBINSON PARTNERSHIP The Gatehouse Davids Ln. Ringwood Hampshire BH242AW, United Kingdom PH: 44 1425 489 450 FX: 44 1425 489 451 E-mail: [email protected] URL: http://www.frazer-robinson.com Contact: John Frazer-Robinson Description: The Frazer-Robinson Partnership offers consultancy, speaking and books on business strategy, customer relationship management, marketing, direct marketing and sales. Their CRM consultancy helps clients to integrate sales and customer service, create a customer-driven sales culture, design a customer rewards system, create an interactive customer database, introduce high technology point-of-sale and customer service systems and more.

❚ 1622

FREEHILLS MLC Centre 19-29 Martin Pl. SYDNEY, NSW 2000, Australia PH: 61 292 255 000 FX: 61 293 224 000 E-mail: [email protected] URL: http://www.freehills.com.au Staff: 1000. Description: Freehills focus is to assist companies in navigating the complex legal issues that face businesses online or creating a new online businesses. In addition to a host of technology solutions for clients, they regularly publish relevant information on significant legal developments on their website. Their e-business practice draws together expertise from many areas of law, including telecommunications, information technology, banking and finance, employee relations, taxation, intellectual property, trade practices, privacy and corporate, to address the commercial

❚ 1623

140 Panorama Dr. San Francisco, CA 94131 PH: (415)206-9218 FX: (415)641-4087 E-mail: [email protected] URL: http://www.friscosoft.com Contact: Dr. Stephen Wong, President and Chief Technical Officer Founded: 2001. Description: FriscoSoft, Inc. is an information technology and strategy services company located in the San Francisco Bay Area. The company consists of business leaders, technology architects, and application developers who serve clients as both the architect and software contractor to meet their technology management and infrastructure needs. Client Benefits include access to a broad range technology and strategy expertise in healthcare and medical imaging industries; gaining competitive advantages via efficient IT solutions or successful new product launches; execution of clients’ projects on time and within budget; applications of disciplined software development methodologies, e.g. CMM (Capability Maturity Model) and Extreme Programming, customized to clients’ organizations; and the delivery of quality software products meeting the clients’ quality assurance criteria.

❚ 1624

FROGKICK INC. 601 Bangs Ave., Ste. 903 Asbury Park, NJ 07712 PH: (732)897-8800 FX: (732)897-8725 E-mail: [email protected] URL: http://www.frogkick.com Contact: Greg Gunther, Founder and Managing Partner Description: Frogkick works in multiple industries within various business areas including sales effectiveness, marketing related programs, operations training, financial education, business literacy and specialized practice areas including customer relationship management and the credit card industry. In their suite of CRM services, they help clients with systems implementation, change management, sales and marketing effectiveness and customer care excellence, which also includes customer service programs, call center management programs and customer satisfaction surveys.

❚ 1625

FRONTEND Ireland House Business Centre Ireland House 150-151 New Bond St.

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E-mail: [email protected] URL: http://www.fscinternet.com Contact: Carolyn L. Burke, President

Founded: 1998. Description: Frontend integrates usability, creative design and technical expertise to provide end-toend website and eBusiness development and training and consultancy services. They help clients create initiatives that focus on meeting customer requirements and can help transform a client’s online software and services into assets for building interactive customer relationships and a loyal and satisfied customer base.

❚ 1626

FRONTIERWORKS 4 Huckleberry Hill Hingham, MA 02043 PH: (781)749-3490 FX: (781)749-7545 E-mail: [email protected] URL: http://www.frontierworks.com Contact: Glenn Mangurian, Co-Founder Description: A professional services firm that helps businesses accelerate their e-Business results. Launches digital strategies, adapts operating models, and builds management processes. Major Partners: Show & Tell, Inc.; The Concours Group; The Gantry Group.

Staff: 50. Description: FSC Internet Corp. and SecureXpert Labs deliver key portfolios of e-business services to help companies design, build and operate world-class e-business systems efficiently, reliably and profitably. With integrated capabilities from ecommerce and security architecture to development, integration and managed care, FSC/SXL provides the tools to succeed. Working from a baseline of Best Practices and methodologies and best-of-breed components, FSC’s experienced consultants build and integrate e-business systems which meet the highest standards for functionality, scalability, robustness, performance, integration and security. B2C Application Integration services include Internetbased financial services, portals, storefronts, as well as innovative B2C models. B2B Ecommerce Application Integration services target B2B marketplaces, procurement systems, electronic bill presentment (EBP), e-business enablement for ERP and MRP systems, CRM applications, wireless integration (WAP and voice) and secure messaging systems. Special Seminars: E-business Architecture; Secure E-business Integration; B2C and B2B E-business Application Integration; Security Architecture; Security Implementation and Deployment; Security Assessment and Audit; Attack and Penetration Testing; Security Policies and Procedures; Managed Care; and Emergency Response. Geographic Area Served: North America.


London W1S2TX, United Kingdom PH: 44 786 6434 853 FX: 44 353 1 2411601 E-mail: [email protected] URL: http://www.frontend.com

❚ 1629

FUJITSU SERVICES LIMITED Observatory House, Windsor Rd. Slough SL12EY, United Kingdom PH: 44 870 242 7998 FX: 44 870 242 4455 E-mail: [email protected] URL: http://www.icl.com Contact: Mr. Richard Christou, Chief Executive Officer

❚ 1627

FRONTLINE SOLUTIONS 1261 Cortez Ave. Burlingame, CA 94010 PH: (650)343-8529 FX: (650)343-8599 E-mail: [email protected] URL: http://www.frontlinehq.com Contact: Bob Thompson, President Founded: 1998. Description: Front Line Solutions has performed numerous industry studies to understand the business drivers, functional requirements, satisfaction levels, ROI, and best practices associated with extended enterprise initiatives. Through online surveys and targeted interviews, Front Line Solutions can help enterprises or software vendors understand the key leverage points in Collaborative Relationship Networks.

Founded: 1968. Staff: 170000. Description: Formerly International Computers Limited (ICL), Fujitsu Services provides information technology (IT) systems and services in Europe. It offers e-commerce, networking, systems integration, outsourcing, and hosting services to a variety of customers, including national and local governments and companies in the finance, retail, telecommunications, travel, IT, and utilities industries.

❚ 1630

FULCRUM ANALYTICS ❚ 1628

FSC INTERNET CORP. 229 Yonge St. Toronto, ON, Canada M5R1J2 PH: (416)921-4280 FX: (416)966-2451

304 Hudson St., 4th Fl. New York, NY 10013 PH: (212)651-7000 E-mail: [email protected] URL: http://www.fulcrumanalytics.com Description: Fulcrum Analytics’ core capabilities include providing customer intelligence technology and services to

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help clients leverage their customer relationships and improve profits. Clients, depending on their level of customer relationship management deployment, can utilize these services differently. Their solutions are geared to provide customer intelligence and CRM solutions for the retail industry and marketing and CRM solutions for the healthcare and pharmaceutical industries.

❚ 1631

FX: (516)286-9276 E-mail: [email protected] Contact: Lawrence M. Seldin, C.M.C., C.P.C., President Staff: 1. Description: Provides on-line marketing via the Internet, World Wide Web, Compuserve, SyBase, PowerBuilder, and Visual Basic. Industries served: financial, banking, government, and insurance in the U.S. and worldwide. Special Seminars: Offers DB2, SyBase, Oracle, and SQL Server.

FUSION DESIGN CONSULTANTS LTD. 5-9 Vardon Ave., 1st Fl. Adelaide 5000, Australia PH: 61 8 8235 7900 FX: 61 8 8232 8411 URL: http://www.fusion.com.au Contact: Mr. John Chaplin, Principal

❚ 1634

FUTURENEXT

Description: Fusion is a multi-disciplinary design studio specializing in the area of interactive communication products. They offer consulting services for the development of sound new-media strategies for their business and brands, establishing a clear path to successful communication in the digital world. In the areas of Multimedia, On-line, Graphic and Product design, they offer a complete range of consulting, management and design services outlined in detail under the categories Strategic Consulting, Design and Branding, Web Site Development, Intranet and Extranet Applications-Commerce Solutions, Interactive Media Development, Post Production, Streaming Media, and Animation

1750 Tysons Blvd., Ste. 500 McLean, VA 22102-4217 PH: (703)847-1600 TF: 877-847-1600 FX: (703)847-0691 E-mail: [email protected] URL: http://www.futurenext.com Contact: David Patterson, CEO Revenue: US$60,000,000. Staff: 400. Description: Provides services and solutions in the following areas: Assessment & Architecture Services, e-Strategy, e-Solutions - Web Development, e-Procurement, e-Business Intelligence, Knowledge Management, Supply Chain Planning (SCP), Enterprise Applications.

❚ 1632

FUTURE NOW INC. 2401 E 23rd St. Brooklyn, NY 11235 PH: (718)332-1205 TF: 877-643-7244 E-mail: [email protected] URL: http://www.futurenowinc.com Contact: Mr. Bryan Eisenberg, CIO Founded: 1998. Description: Future Now, Inc. is an Ecommerce consulting firm specializing in the application of traditional sales techniques, consumer psychology, information architecture, and usability engineering principles to ebusiness. The services provided to clients may involve rewriting copy on their web site and in their emails. It may involve making design changes to their landing pages or improving the usability of their site, helping the client clarify the value of doing business to their clientele, restructuring navigation paths, or working to develop meaningful data tracking.

❚ 1633

FUTURE VISION OF NEW YORK INC. 4 Abets Creek Path East Patchogue, NY 11772 PH: (516)286-1554

❚ 1635

FW EBUSINESS SOLUTIONS LTD. Commerce House Wendover Rd. Brooklands M239JS, United Kingdom PH: 44 161 973 7323 FX: 44 161 973 7323 E-mail: [email protected] URL: http://www.information-communication-technology.co.uk Contact: Mr. Frank Wood Description: FW e.Business Solutions Limited is an independent consulting company, which is focused on the design and introduction of Information and Communication Technology Systems for companies in the SME business sector. FW e. consultants specialize in assisting clients to prepare their businesses and systems for entry into the e-Commerce arena, from a simple e-mail system through to full e-commerce. Solutions designed and project managed by FW e.Business Solutions Limited cover hardware and software; ranging from installation of single PC’s and small Internet / e-mail set-ups, through Business, Accounting and Office systems to LAN / WAN networks and fully integrated ERP and e-commerce systems.

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FX: 44 125 467 7455 E-mail: [email protected] URL: http://www.gapnet.co.uk/home.htm Contact: Mr. Peter Hargreaves

FYI SYSTEMS INC. 3799 US Hwy. 46 Parsippany, NJ 07054 PH: (973)331-9050 FX: (973)331-9055 E-mail: [email protected] URL: http://www.fyi-systems.com Contact: Mindy Johnston, President Staff: 80. Description: An information resource consulting firm specializing in supporting businesses using Internet/ Intranet, midrange and mainframe technologies, in both centralized and distributed environments. Industries served: automobile, brokerage, communications, education, financial, manufacturing, publishing, banking, chemicals, electronics, insurance, pharmaceuticals. Seminars: DB2, CICS and IDMS programming course. Geographic Area Served: Metropolitan New York City.

Description: GAPnet Computing Ltd. is an e-business service provider. Through the use of e-technology they give clients a presence in the worldwide marketplace. They offer clients and their customers on-line, real-time facilities. They can integrate your existing computing systems, where it is appropriate, into a web-based front-end system. In addition to their e-business services, they offer a variety of other hardware and software consultancy services.

❚ 1640

RICHARD W. GARRETT - CHARTERED CONSULTANT 35-26 79th St. Jackson Heights, NY 11372-4802 PH: (718)424-8522 FX: (718)426-4485 E-mail: [email protected] Contact: Richard W. Garrett, CC, APC, CPC

❚ 1637

G3TRAINING.COM 45 Meg Dr. London, ON, Canada N6E2V2 PH: (519)685-2116 TF: 800-622-6437 FX: (519)685-9043 E-mail: [email protected] URL: http://www.g3training.com Contact: Greg Schinkel, Chief Executive Officer Description: G3Training.com is a company that brings online learning to businesses without the need to travel.

Description: Management consulting firm that specializes in productivity enhancement, e-business, cost reduction/containment, sales, marketing. Serves all industries and services including healthcare, finance, governments/foreign governments, not-for-profit. Knowledge Management. Seminars: Purchasing for Non Purchasing Departments; How to Motivate Your Employees at Little or No Cost; You are Your Company. Special Seminars: E-business. Geographic Area Served: Worldwide.

❚ 1638

❚ 1641

JERRY GAHAN

GARRITY ENTERPRISES, LLC

3579 E Foothill Bl. PMB No. 142 Pasadena, CA 91107 PH: (626)355-0699 E-mail: [email protected] URL: http://www.tcfb.com/laconsulting/ Contact: Jerry Gahan, Principal

197 Tremont Ave. Bridgeport, CT 06606 PH: (203)336-8590 E-mail: [email protected] URL: http://www.garrity-llc.com

Description: Specializes in a variety of computer-related services including internet and intranet networking, configurations, installations, troubleshooting, e-commerce network security, firewalls, access lists, and LAN/WAN design. Special Seminars: LAN/WAN Networking Installations, Maintenance & Repairs. Geographic Area Served: Pasadena, L.A. County.

Description: Small and medium business consulting, technology, and online computer store.

❚ 1642

GARTNER, INC.

GAPNET COMPUTING LTD.

56 Top Gallant Rd. Stamford, CT 06904 PH: (203)316-1111 URL: http://www4.gartner.com Contact: Mr. Michael Fleisher, Chairman, CEO

38 Holwood Dr. Manchester M168WS, United Kingdom PH: 44 125 467 7570

Founded: 1979. Description: IT consultants that address fundamental business and process management challenges and then enable improvement programs with technology.

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❚ 1636

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Some of the areas include CRM, enterprise management, supply chain management, collaborative commerce, knowledge management, privacy and security, systems automation and rationalization, legacy scalability, asset management, integration mapping, corporate e-business imperatives. Combines the technology with the power of Gartner research.

❚ 1643

URL: http://www.gxs.com Description: GE Global eXchange Services (GXS) is the information technology (IT) division of General Electric (GE). GXS offers e-commerce services in supply chain automation for companies in the retail, manufacturing, energy, and trade and transportation industries. GXS uses Web-based EDI (Electronic Data Interchange) and XML technology to automate the exchange of data, such as paper, fax, and email transactions.

GB GROUP ❚ 1646

Winster House Herons Way Chester Business Park Chester CH49GB, United Kingdom PH: 44 1244 657333 E-mail: [email protected] URL: http://www.gb.co.uk

GELM & ASSOCIATES INC.

Founded: 1989. History: Launched in 1989 as GB Information Management and changed their name in 2002 to GB Group to reflect their renewed focus on customer relationship management solutions. Description: GB Group is a customer relationship management company located in the United Kingdom. They help companies increase their profitability through a better understanding of their customers with a range of software products and services designed to help them find, keep and get to know their most valuable customers and sustain a successful, long-term relationship with their customers.

❚ 1644

1700 Tropical Dr. Raleigh, NC 27607 PH: (919)859-0373 FX: (919)859-0373 E-mail: [email protected] URL: http://www.gelmnet.com Contact: T. Joseph Gelm, President Description: Firm provides computer consulting services to small and medium size businesses. Primary services include e-business & e-commerce planning, e-business & ecommerce project management, information technology management, and networking & internetworking. Also provides marketing agent services for ‘‘The Alliance of Professionals & Consultants Inc.’’ Seminars: E-Business, Project Management, and Computer Networking. Special Seminars: Networking, Network Design, & Software, Hardware Product Requirements Analysis. Geographic Area Served: United States.

GBDIRECT LTD 27 Park Dr. Bradford BD94DS, United Kingdom PH: 44 870 2007273 E-mail: [email protected] URL: http://www.gbdirect.co.uk Contact: Mr. Mike Banahan, Co-Founder Description: GBdirect is an Internet consultancy specializing in database-driven web sites, back-end integration with legacy systems, and Linux and open-source software. Gbdirect services include: IT consultancy, project management,software development, IT training, and Internet marketing. The overriding aim of GBdirect is to enable clients to take advantage of available information technologies. GBdirect focuses not only on the technology but how it can be used most appropriately.

❚ 1645

GE GLOBAL EXCHANGE SERVICES (GXS)

❚ 1647

GEM 5 Great Valley Parkway, Ste. 312 Malvern, PA 19355 PH: 800-334-6760 TF: 800-334-6760 FX: (610)648-0716 E-mail: [email protected] URL: http://www.the-gem.com Contact: Declan Forde, Vice President, North America Founded: 1999. Description: Gem is an eBusiness interaction center supplying online customer support services and outsourced email handling. They can also help provide clients with a tailored solution to their customer contact management needs for improved customer service.

❚ 1648

GENIENT LTD. 100 Edison Park Dr. Gaithersburg, MD 20878 PH: (301)340-4000 TF: 800-560-4347 FX: (301)340-5840

119 - 121 Middlesex St. London E17JF, United Kingdom PH: 44 207 539 6800 FX: 44 207 539 6801

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GFI INFORMATIQUE

Founded: 1999. Description: Genient offers a range of services to help clients get the most out of the Genient Composite Application Platform. Their Technical Support team and full training facilities provide clients with the skills they need to cost effectively manage and maintain the platform in your own digital environment. Genient’s Professional Services team have experience in e-business, application integration, implementation and operational deployment. Throughout the deployment process, the Genient team collaborates with a customer’s business and IT staff to design, develop and implement a seamless solution. The Genient Composite Application Platform provides a composition layer for businesses to configure, create, deploy and manage scalable, reliable composite applications. Genient solutions encompass technologies supported by experienced professional services organisation, to ensure that consulting, systems integration partners and administrators have the knowledge required to create and maintain composite applications.

199 rue Championnet 75018 Paris, France PH: 33144858888 FX: 33144858889 URL: http://www.gfi.fr Founded: 1970. Description: GFI Informatique is wired to deliver software and hard data. The information technology (IT) services company offers clients expertise in systems integration and engineering, consulting, software implementation, and maintenance. The company caters to local government agencies, industry, banking, telecommunications, transportation, and retailing markets

❚ 1652

GILLES GARON CONSULTANTS LTD. 175 Yorkview Dr. Willowdale, ON, Canada M2R1K2 PH: (416)222-0836 FX: (416)222-1046 E-mail: [email protected] URL: http://www.gillesgaron.com Contact: Mr. Gilles Garon, Founder

❚ 1649

GENTOO TECHNOLOGIES, LLC 2001 S Main St., Ste. 4 Blacksburg, VA 24060 PH: (540)961-3754 TF: 877-443-6800 FX: (540)961-5739 E-mail: [email protected] URL: http://www.gentootech.com


❚ 1651

E-mail: [email protected] URL: http://www.genient.com Contact: Eric Guilloteau, CEO & Chairman of the Board

Founded: 1994. Description: Gilles Garon Consultants Limited provides consulting services in Integrated Circuit Cards (Smart Cards) and Electronic Commerce. Gilles Garon Consultants specializes in the planning and design of secure systems.

Description: Premium provider of e-Business Solutions specializing in dynamic database applications on the Internet powered by Oracle. Integrating enhanced internal/external Communications Systems; developing Sales and Distribution channels via e-Commerce solutions; maximizing sales with Customer Relationship Management solutions.

❚ 1650

GEOGRAPHIC DATA LINK L.L.C.

❚ 1653

GINGERPIG LTD. The Old School House 22 Cross Hayes Malmesbury Wiltshire SN169BG, United Kingdom PH: 44 1666 826646 FX: 44 1666 826608 E-mail: [email protected] URL: http://www.gingerpig.com Description: GingerPig offers consultancy and analysis services including helping clients set specific objectives and remained focused on such areas as exploring the benefits of customer relationship management and the business case

Rensselaer Technology Pk. 120 DeFreest Dr. Troy, NY 12180 PH: (518)283-4435 FX: (518)283-0830 E-mail: [email protected] URL: http://www.geodatalink.com Contact: David J. Butler, President

❚ 1654

THE GINGRICH GROUP Revenue: US$500,000. Staff: 4. Description: A full-service GIS consulting firm specializing in the development and implementation of GIS technology for use in enterprise computer environments for the Internet/Intranet. Geographic Area Served: Northeast United States.

3200 Windy Hill Rd., Ste. 900 W Atlanta, GA 30339 PH: (678)419-5739 URL: http://www.gingrichgroup.com

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data migration. The company also follows up with training and implementation assistance.

Contact: Newt Gingrich, Principal Description: A management consulting firm that provides strategic consulting on issues related to technology and ebusiness, marketing and communications, global positioning, health and science, privatization, and knowledge management. Focuses on customer-centric strategies, change management, effective branding, cost-effective solutions and breakthroughs, the role of government and public policy, and formation of strategic alliances. Geographic Area Served: United States.

❚ 1655

❚ 1658

GLOBAL ELECTRONIC BUSINESS COMMUNICATON AB (GEBC AB) PO Box 44851 Tollered, Sweden E-mail: [email protected] URL: http://www.globaledi.com Description: Specialists in electronic business communication and the EDI-system.

GISTICS INCORPORATED 30 Millard Road Larkspur, CA 94939 PH: (415)927-3703 FX: (415)927-4337 E-mail: [email protected] URL: http://www.gistics.com Contact: Mr. Michael Moon, President Description: Consulting firm that works with e-commerce businesses in the analysis of business models, branding, media development, content, user interfaces, website management, training, and database marketing.

❚ 1659

GLOBAL INFORMATION COMMERCE, INC. PO Box 1733 Renton, WA 98057-1733 PH: (425)430-8190 TF: (866)430-0050 FX: (425)271-6397 Description: A full-service company that offers installation and setup of most EDI software. Offering EDI mapping, configuration, support, and project management.

❚ 1656

GLADSON & ASSOCIATES INC. 1973 Ohio St. Lisle, IL 60532-2145 PH: (630)435-2200 TF: 800-538-9945 FX: (630)435-0296 URL: http://www.gladson.com Contact: Ted R. Gladson, President, Secretary Staff: 75. Description: Firm provides special knowledge in space management, e-commerce, planorgram development, and store design to commercial clients worldwide.

❚ 1657

GLOBAL CONSULTANTS INC. 601 Jefferson Rd., Ste. 204 Parsippany, NJ 07054 PH: (973)560-0558 FX: (973)560-0554 URL: http://www.g-c-i.com

❚ 1660

GLOBAL SOFTWARE CONSULTANTS INC. (GSC) PO Box 0867 Mesquite, TX 75149 PH: 800-321-7977 FX: (972)216-5882 E-mail: [email protected] URL: http://www.globalsftware.com Description: Global Software Consultants (GSC) is a team of professionals who provide total business solutions. Their mainframe outsourcing services help their customers to become more competitive by allowing them to concentrate on their business strategies. GSC can manage clients’ daily system management operations as well as complex technical operations. GSC can provide short-term or long-term technical support capacity.

❚ 1661

Founded: 1991. Description: Founded in 1991, Global Consultants Inc. (GCI) furnishes information technology (IT) management and services, particularly to companies in banking, manufacturing, pharmaceuticals, telecommunications, transportation, and utilities. GCI specializes in staffing, e-commerce applications, enterprise resource planning, and

GLOBAL STRATEGIES 2550 W Main St., Ste. 101 Alhambra, CA 91801 PH: (818)288-0376 FX: (818)288-5153

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URL: http://www.gmrdesigh.com Contact: Mr. Gary Roberts, Owner/Operator

Description: Full service web site design company offering HTML coding, web site hosting, CGI PERL programming, CGI C programming, graphic design, scanning, and training services. Specializes in Japanese language sites.

Description: Internet marketing and consulting firm that also offers professional Web Site design and development, Flash animation and interactivity, e-commerce, art direction, graphic design, digital imaging, corporate identity and logo design, usability consulting and visual solutions for business and technology.

❚ 1662

GLOBAL TRADE GROUP LTD.

❚ 1665

GOLDMAN & SALOUM INC.

PO Box 415 Sharon, MA 02067 PH: (781)556-1091 FX: (781)556-1092 E-mail: [email protected] URL: http://www.gtgplc.com Contact: Benjamin Kafka, Exec. V. President Staff: 12. Description: Strategic Trade Activities; Internet based electronic commerce; Offset trade strategies. Special Seminars: Internet Electronic Commerce: Developed the Orbit System on-line reciprocal Business and Inventory Trading System. Xtranet Software. Geographic Area Served: Worldwide.

PO Box 11180 McLean, VA 22102-9180 PH: (703)568-6886 FX: (703)998-5545 E-mail: [email protected] URL: http://www.goldmansaloum.com Contact: Al Saloum, Principal Description: A small information technology consulting firm. Specializes in Internet application development, particularly e-commerce and data-driven web applications. Staff experts in many different programming languages, database packages, operating environments, systems development and training, and site design. Geographic Area Served: United States.


E-mail: [email protected] URL: http://www.globalstrategies.com Contact: William Hunt

❚ 1663

GLOBALCOMMERCE SYSTEMS INC. ❚ 1666

7579 W 103rd Ave., Ste. 300 Broomfield, CO 80021 PH: (303)583-5000 FX: (303)583-5100 URL: http://www.commerce.com Contact: Mr. John Hake, President and Chief Executive Officer

GRANGE MANAGEMENT CONSULTANTS

Founded: 1980. Staff: 35. Description: GlobalCommerce software products and services enable financial institutions to offer secure online payment, risk management and identity-verification services to their business customers who are engaged in global business-to-business (B2B) trade on the Internet. The mission of GlobalCommerce is to provide commercial trade solutions to customers, which will enable them to buy and sell, finance and pay in a secure online environment that incorporates, trust, identity and risk management. GlobalCommerce believes global trade is facilitated by an overlapping architecture of integrated markets connected by a continuously available environment of trust, identity and risk management.

Thorpe Ln. Fylingthorpe, Whitby North Yorkshire YO224TH, United Kingdom PH: 44 19 4788 0458 FX: 44 19 4788 0439 E-mail: [email protected] URL: http://www.grange-systems.co.uk Founded: 1979. Description: Offers telecommunications consultancy, including Internet and Intranet systems. Specializes in BACS, batch faxing, bank account number validation, and messaging systems for a variety of platforms. Most systems are also available for the IBM AS/400 computer range.

❚ 1667

GREENBRIER & RUSSEL ❚ 1664

GMRDESIGN 443 Courtney St. Ashland, OR 97520-3013 PH: (541)488-4297 E-mail: [email protected]

1450 E American Ln., Ste. 1700 Schaumburg, IL 60173 PH: (847)706-4000 TF: 800-453-0347 FX: (847)706-4020 E-mail: [email protected] URL: http://www.gr.com

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Founded: 1984. Description: Greenbrier & Russel can help clients understand who their customers are, their preferences, their needs and what level of profitability they can bring to the client’s company. They can help clients use customer relationship management by consulting them in the areas of business and technology strategy, sales force automation, marketing automation, customer service and support, call center and customer interaction centers and customer analytics whether the client is planning its first CRM initiative or expanding an existing CRM program. Major Partners: Microsoft; BEA; Oracle; IBM; Siebel; Sun Microsystems; Informatica.

❚ 1668

GREENWICH TECHNOLOGY PARTNERS (GTP) 123 Main St., 8th Fl. White Plains, NY 10601 PH: (914)289-8000 FX: (914)289-8001 E-mail: [email protected] URL: http://www.greenwichtech.com Contact: Mr. Joseph Beninati, Founder and Chief Executive Officer Founded: 1997. Staff: 400. Description: Greenwich Technology Partners (GTP) is a network infrastructure consulting and engineering company. They design, build and manage the complex networks that utilize advanced Internet protocol, electro/optical, and other sophisticated technologies. The company designs and maintains computer networks to boost communications, Internet, and e-commerce capabilities. Its consultants and engineers focus on network performance, security, IP and optical routing, storage management, and systems engineering. They focus on eight key areas of network infrastructure: application and systems performance; convergence; directory services; information security; internetworking; network economics; network operations and infrastructure management; and systems and storage.

❚ 1669

GREGORY CONSULTING LTD.

❚ 1670

GRT CORPORATION 777 Summer St. Stamford, CT 06901 PH: (203)324-2400 FX: (203)324-9085 E-mail: [email protected] URL: http://www.grtcorp.com Description: GRT provides information technology consulting and outsourced services, including custom applications development, database management, and data warehousing. GRT is a source for strategic Database Management and Support, Data Warehouse Solutions, e-business and IT applications development.

❚ 1671

GRYPHTECH TECHNOLOGY CONSULTANTS 357 Bay St., Ste. 902 Toronto, ON, Canada M5H2T7 PH: (416)362-0543 FX: (416)362-8269 E-mail: [email protected] URL: http://www.gryphtech.com Contact: Mr. Ruven Gotz, Co-Founder Founded: 1995. Description: Gryphtech is a software and technology consulting firm that leverages the power of the Internet to provide global business solutions. Gryphtech provides services in the areas of application development, technical support, web site and graph design, web hosting, and IT consulting.

❚ 1672

GUIDANCE SOLUTIONS, INC. 4134 Del Rey Ave. Marina del Rey, CA 90292 PH: (310)754-4000 FX: (310)754-4010 E-mail: [email protected] URL: http://www.guidance.com Contact: Mr. Joe Tang, Chief Executive Officer

RR 2 P Pontypool, ON, Canada L0A1K0 PH: (705)277-1861 TF: 800-665-6733 FX: (705)277-9865 E-mail: [email protected] URL: http://www.gregcons.com Contact: Brian Gregory, Partner

Founded: 1993. Staff: 70. Description: Guidance Solutions information technology (IT) services company with a penchant for the Web. Guidance Solutions offers application development, Web site design, content management, systems integration, and support services.

Description: Internet consultants. Services include: web site development, general consulting, training, programming, technical writing and graphic design. Geographic Area Served: Ontario and the rest of Canada with special emphasis on Toronto.

GULF ATLANTIC CONSULTING INC.

❚ 1673

3224 San Mateo St. Clearwater, FL 33759 PH: (727)796-1446

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❚ 1677

Description: Gulf Atlantic Consulting provides service in the development and deployment of total customer management solutions including call centers, marketing databases, Internet solutions, legacy systems integration, decision support systems and data warehousing.

849 Almar Ave., C144 Santa Cruz, CA 95060 PH: (831)466-9343 E-mail: [email protected] URL: http://www.ha.net

HAMPTON ASSOCIATES INC.

Description: Advertising, marketing, and communications firm specializing in Internet presence development and Website construction. Offers agency services, package services for start-up systems, and design services for current systems.

❚ 1674

HABANERO CONSULTING GROUP 350-220 Cambie St. Vancouver, BC, Canada V6B2M9 PH: (604)709-6201 FX: (604)709-6073 E-mail: [email protected] URL: http://www.habaneros.com Contact: Steven Fitzgerald, President

❚ 1678

H&A SYSTEM ENGINEERING

Founded: 1996. Description: Habanero Consulting Group is a privately held, Vancouver-based consulting services company that creates customized solutions using the Internet and related technologies including customer relationship management implementation and e-commerce solutions.

❚ 1675

JUDITH HALL California University of Pennsylvania Mathematics & Computer Science Dept., Dixon Hall, Rm. 316 Campus Mailbox 54 California, PA 15419 PH: (724)938-4132 E-mail: [email protected] Contact: Judith Hall, Principal Description: Web page authoring for small businesses or organizations. Trains the computer-phobic to become computer literate users of application software, operating systems/environments, or the Internet. Teaches systems analysis and design from a hands-on perspective. Provides systems analysis and design. Services in HTML consulting, and training.

❚ 1676

PO Box 637 Lawndale, CA 90260 PH: (310)679-2440 FX: (310)679-9667 E-mail: [email protected] URL: http://www.hasys.com Contact: Leslie Haggerty, Consulting Engineer


FX: (727)791-8184 E-mail: [email protected] URL: http://www.gulfatl.com

Description: Expert in computer-aided software engineering (CASE) methods and tools, Perl programming, and web site development. Web solutions include search engines for information retrieval and virtual shopping cart programs for Internet commerce. Software solutions include requirements specification, design, and custom C/C programming for control, communication, and sensor systems and simulations.

❚ 1679

HARRINGTON AND JAMES ASSOCIATES 65 Harrington Rd. Westminster, MA 01473 PH: (979)874-6496 FX: (530)678-4893 E-mail: [email protected] URL: http://www.harringtonandjames.com Description: Provides support services to managers seeking to maximize their existing and future investments in management tools, resources, and systems. Services include: CRM Business and Intelligence Support; Audit and Assessments; ROI Benchmarking, Prediction, and Risk Assessment; Executive Strategies.

HAMILTON ASSOCIATES 2001 Camino Parocela, Ste. B8 Palm Springs, CA 92264 PH: (760)778-2510 E-mail: [email protected] URL: http://www.hamassoc.com

❚ 1680

HARRIS INTERACTIVE

Description: Hamilton Associates are a consultancy group that works with clients to find the most convenient way to implement their e-commerce strategy.

135 Corporate Woods Rochester, NY 14623-1457 PH: (585)272-8400 TF: 800-866-7655 E-mail: [email protected]

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URL: http://www.harrisinteractive.com Description: Harris Interactive offers many services to enhance a client’s customer loyalty and retention including their "CX" service, which is a real time process for increasing the value of customer relationships. Their market research and analysis will assist clients in gaining intelligence about a client’s company’s products and services and their customer relationship management process allows client’s to take action on that intelligence at the operational level whether it be sales, service, or marketing or a combination of all three. They can provide clients with live interactive chat, email management, inbound and outbound fax, web originated support call back, inbound and outbound telephony, lead generation, surveys, customer retention and acquisition campaign programs, traditional and Internet-based market research and data collection, website evaluation and help desk.

URL: http://www.hcii.com Contact: Mr. Lawrence Hutson, Chief Executive Officer Founded: 1993. Description: Solutions oriented company that specializes in electronic commerce consulting. Provides product architecture, design, and development services. Specializes in taking electronic commerce product from conceptual stages to launch.

❚ 1684

HDR GROUP 635 Mallard Rd. Wayne, PA 19087 PH: (610)964-8555 FX: (610)975-9185 E-mail: [email protected] Contact: H.D. Rassbach, President

❚ 1681

HARRIS MEDIA SERVICES PO Box 1086 Yarmouth, ME 04096 PH: (207)829-4500 URL: http://www.harrismediaservices.com Contact: Alison Harris Description: Harris Media Services is a marketing communications and public relations firm for high-tech companies offering traditional services, such as press release creation and distribution, customer case study writing and collateral development. They also craft website copy and place directory listings to boost a client’s on-line presence to provide a higher level of customer service on their website and through information transfer.

Staff: 5. Description: Provides management consulting services in the areas of new business and product development, marketing and marketing research, business and market planning, facilitation, e-commerce and international business development. Target industries include healthcare distribution, chemicals, industrial hygiene, coated fabrics, hazardous waste management, personal safety products, highway and bridge construction, and weapons of mass destruction. Provides outside counsel and integrated problem-solving capability to help leaders of small and mid-size organizations improve their effectiveness and implement change that will enhance the long-term success of their organization. Seminars: Professional Career Development Series. Geographic Area Served: Worldwide.

❚ 1682

HARTE-HANKS INC. ❚ 1685

701 Grant Avenue Lake Katrine, NY 12449-5350 PH: (845)336-0500 TF: 800-456-9748 URL: http://www.hartehankscrm.com

HEADSTRONG

Description: Harte-Hanks Inc. is a worldwide, e-commerce direct and interactive services company that provides endto-end customer relationship management (CRM) and marketing services solutions to consumer and business-to-business marketers.

❚ 1683

HCI INTERNATIONAL (HCII) 3816 Spyglass Hill Rd. Sarasota, FL 34238 PH: (941)650-4007 FX: (941)330-1992 E-mail: [email protected]

3050 Chain Bridge Rd., Ste. 600 Fairfax, VA 22030-2834 PH: (703)352-0900 FX: (703)352-6699 E-mail: [email protected] URL: http://www.headstrong.com Contact: Kevin Dougherty, President & Chief Executive Officer Founded: 1981. Description: Headstrong helps clients create customer-focused organizations that enable them to better manage customer relationships through Customer Relationship Management, Siebel 7 Migration, CRM Strategy, Customer Analytics, CRM Change Management and CRM Integration. They focus on integrating a client’s customers in all of their business activities to better manage their customer relationships, improve customer retention and increase customer value.

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PH: 44 1603 879191 FX: 44 870 051 6878 E-mail: [email protected] URL: http://www.hewson.co.uk Contact: Andrew Davies, Operations Director

HEALTHCARE PERSPECTIVE, LLC (HCP) 39 Dodge St., Ste. 155 Beverly, MA 01915 PH: 800-584-9830 E-mail: [email protected] URL: http://www.hcp-llc.com Contact: Mr. Lewis Kausel, Partner Description: HealthCare Perspective (HCP) is an independent, management consulting firm that specializes in all aspects of management and information systems, including managed care, financial, clinical, and behavioral health systems.

Founded: 1989. Description: Hewson Consulting has a range of services supported by research programs and a case study database of over 600 customer relationship management implementations. Their services help clients plan and implement their CRM strategies with expertise in working with both business-to-business and business-to-consumer environments and with web-based eCRM and traditional CRM applications. They can help clients improve their CRM program through their CRM Preparedness Study, CRM Blueprint and CRM Success Tracking services.

❚ 1687

HELP DESK INSTITUTE (HDI)

❚ 1690

HIGH TECHNOLOGY PROFESSIONALS (HTP)

6385 Corporate Dr., Ste. 301 Colorado Springs, CO 80919 PH: (719)268-0174 TF: 800-248-5667 FX: (719)268-0184 E-mail: [email protected] URL: http://www.helpdeskinst.com Description: HDI provides information about the technologies, tools and trends of the online help desk and customer support industry, as well as customized training and certification programs for both the individual and web site support organization.

❚ 1688

HENCIE 13155 Noel Rd., 10th Fl. Dallas, TX 75240 PH: (972)671-0011 TF: 888-671-0011 FX: (972)671-0022 E-mail: [email protected] URL: http://www.hencie.com Contact: Adil Khan, Chief Executive Officer

❚ 1689

Carlton House Market Place Reepham Norfolk NR104JJ, United Kingdom

Founded: 1979. Description: High Technology Professionals is a management and technology consulting firm that provides business consulting, search engine positioning, world wide web development, e-business, software engineering, ERP consulting, web site hosting, Internet advertising, marketing strategy, and sales implementation to client companies ranging from venture capital backed start ups to established large corporations. Their mission is to be the best consulting and search engine placement company, providing value to their clients.

❚ 1691

HIGH-YIELD MARKETING (HYM)

Founded: 1997. Description: Delivers innovative, strategically aligned solutions designed to get business clicking for a broad range of clients and industry segments. Provides information technology service consulting with a focus on Oracle applications and database management.

HEWSON CONSULTING LTD.

PMB 115 587 N Ventu Park Rd., Ste. F Newbury Park, CA 91320-2732 PH: (805)493-4450 FX: (805)464-3071 E-mail: [email protected] URL: http://www.gototom.com Contact: Mr. Tom Forrest, President


❚ 1686

585 Heinel Dr. St. Paul, MN 55113 PH: (651)483-2067 FX: (651)483-0047 E-mail: [email protected] URL: http://www.h-ym.com Contact: Dick Lee, Principal Founded: 1994. Description: HYM helps web-based clients develop business strategies, redesign workflow, and reassign roles and responsibilities required to carry out new customercentric strategies. They also reengineer work processes in response to work flow changes to maximize sales, marketing and service.

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❚ 1692

❚ 1695

HIGHER DIMENSIONS CONSULTING INC. (HDC)

HONG KONG CUSTOMER SERVICE CONSORTIUM PROGRAM (HKCSC)

16845 N 29th Ave., Ste. 433 Phoenix, AZ 85053 PH: (623)551-0059 FX: (623)551-0906 E-mail: [email protected] URL: http://www.higherdimensions.com

9/F Surson Commercial Bldg. 140-142 Austin Rd. Tsim Sha Tsui Kowloon, Hong Kong PH: 852 2174 1428 FX: 852 2174 1438 E-mail: [email protected] URL: http://www.hkcsc.com

Founded: 1997. Description: Higher Dimensions Consulting is a Web Site Design and Internet Consulting Firm that enables their clients to fully utilize the Internet.They provide their clients with the latest in innovative technologies and techniques creating for interactive marketing tools for use on the Internet.

Description: Hong Kong Customer Service Consortium Program members are made up of leading companies serving different client segments, and delivering service in different formats and settings using an online database. Because of this, participants are stimulated and inspired to revolutionize their service delivering practices.

❚ 1693

HIPBONE INC

❚ 1696

969 Industrial Rd. San Carlos, CA 94070 PH: (650)598-4960 TF: (866)447-2663 FX: (650)802-5272 E-mail: [email protected] URL: http://www.hipbone.com Contact: Michael Sawyer, President and Chief Executive Officer Description: Hipbone is the provider of next-generation live Web interaction solutions serving middle market and enterprise-class companies. Hipbone empowers companies to capture and retain online customers through web-based activities.

HONIG IDEAGUIDES 26 Laurel Glen Ter. San Rafael, CA 94903 PH: (415)479-5102 FX: (810)222-6798 E-mail: [email protected] URL: http://www.honigideaguides.com Contact: Bruce Honig, Principal Description: Honig IdeaGuides is a facilitation, training and consulting group specializing in improving and developing internet creativity, innovation, teamwork, and customers in organizations to further their organizational goals.

❚ 1697

❚ 1694

HORIZON TECHNOLOGY GROUP

HIPPERMEDIA 219 Crawford St. Toronto, ON, Canada M6J2V5 PH: (416)539-8057 FX: (416)539-0672 URL: http://www.io.org/hippermedia Contact: Cecilia Farell, President Description: Consultant offers advice on how to get connected to the Internet and obtain a presence on the World Wide Web as simply and inexpensively as possible. Firm draws on the talents of a number of independent consultants based in the Toronto area and beyond, each of which offers his or her own special skills, experience, and creativity. Expertise includes information design; document management, design, and production; electronic publishing; humancomputer interaction; technical and visual communication; graphic arts and design; multimedia development; wwwHTML, HTTP, and CGI; LAN and WAN design and management; client/server technology; and Internet connectivity.

14 Joyce Way Park West Business Pk. Nangor Rd. Dublin 12, United Kingdom PH: 44 3531 620 4900 FX: 44 3531 620 4902 E-mail: [email protected] URL: http://www.horizon.ie Contact: Mr. Charles Garvey, Chief Executive Officer Description: Horizon Technology Group’s various divisions offer information technology consulting services, application service, and sales of computer peripherals. Horizon Technology Group is an information technology solutions company specializing in the design, development, and implementation of technical infrastructure and end-to-end e-business solutions for the networked economy. Horizon provides end-to-end e-business solutions through skills in strategic consultancy, e-commerce and e-loyalty strategies, interface and architectural design, programming, systems integration, content management and database development.

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❚ 1701

HOSTING-NETWORK INC.

HUCKABA & ASSOCIATES

1516 Jackson St. Fort Myers, FL 33901 PH: (941)461-6031 TF: 800-605-4883 FX: 800-813-0602 E-mail: [email protected] URL: http://www.featureprice.com

PO Box 15294 Shawnee Mission, KS 66285-5294 PH: (913)888-5546 FX: (707)371-3562 E-mail: [email protected] URL: http://www.huckaba.com Contact: Andy Huckaba, President

Founded: 1998. Description: Hosting-Network, Inc. provide web hosting services. They specialize in providing technology solutions for small business, medium-sized or large corporations.

Staff: 2. Description: Strategic Planning, Management and Executive Facilitation, Metrics, Internet Strategies, Market and Competitive Research, Technology Trends, Knowledge Management, Busienss Process Redesign, Business Process Improvement, Surveys.

❚ 1699

❚ 1702

HOWARD SYSTEMS INTERNATIONAL INC.

HUMAN FACTORS INTERNATIONAL INC. (HFI)

695 E Main St., Ste. 408 Stamford, CT 06901 PH: (203)324-4600 FX: (203)324-7722 E-mail: [email protected] URL: http://www.howardsystems.com Contact: Howard Persky, President

410 West Lowe PO Box 2020 Fairfield, IA 52556 PH: (641)472-4480 TF: 800-242-4480 FX: (641)472-5412 E-mail: [email protected] URL: http://www.humanfactors.com Contact: Dr. Eric Schaffer, PhD, Founder

Staff: 700. Description: Provides a broad range of technology services through its network of 11 branch offices. The successful delivery of integrated IT and business solutions across all industry sectors include: Management Consulting, Project Management, e-business, CRM, ERP, Full Project Life Cycle; Staff Supplementation; Outsourcing; Feasibility/ Requirements Definition, Network Implementation, Application Development Education and Training and Support Services. Geographic Area Served: United States.


❚ 1698

Founded: 1988. Description: Human Factors International, Inc. is a user-centered design company. Their mission is to improve the interactions that people have with computers. They offer training, consulting and products for Web sites, Intranets, and Internet-based applications. HFI offers complete end-to-end User-Centered Solutions for Web, Intranet and Internet-based applications, including design, implementation, deployment and maintenance. HFI also trains and consults with developers to help them create interfaces that are easier to use.

❚ 1700

HUB COMMUNICATIONS GROUP LTD. ❚ 1703

HUMAN PARADIGM

The Farmhouse Syon Park Middlesex TW88JF, United Kingdom PH: 44 20 8560 9222; 44 20 8560 9455 FX: 44 20 8560 9333 E-mail: [email protected] URL: http://www.thehub.co.uk

3267 Bee Cave Rd., Ste. 107, PMB 153 Austin, TX 78746 E-mail: [email protected] URL: http://www.humanparadigm.com

Founded: 1995. Description: The Hub consists of independent digital new media consultants specializing in Interactive Customer Engagement or understanding and motivating online customers for mutual profit to the company and the customer. Their core skills are built around delivering strategy, creative and technical solutions for their clients. These strategies cover customer relationship management, Internet Technology, marketing and business planning. Awards: Grand Prix for creative excellence, Cannes International Advertising Awards; Grand Prix for relationship marketing UK, Marketing Awards.

Description: Provides human resources management solutions to e-businesses in their start-up phase and in their second level maturity curve.

❚ 1704

HURWITZ GROUP INC. 111 Speen St. Framingham, MA 01701 PH: (508)872-3344

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FX: (508)872-3355 E-mail: [email protected] URL: http://www.hurwitz.com

❚ 1708

Description: An analyst firm specializing in strategic business applications. Experienced in application strategies, infrastructure and middleware, data warehousing and business intelligence. Also provides Internet business strategies, packaged software strategies, security strategies, component tools and systems and applications management.

7887 E Belleview Ave., Ste. 1100 Denver, CO 80237 PH: (303)228-1626 FX: (303)228-1627 URL: http://www.itservicesinc.com Contact: Marie Willson, Principal

I T SERVICES INC.

Description: Specializes in SAP. A National Implementation Partner with TeamSAP and supplier of consultants and services to the Big 6 and SAP America. Offers e-commerce and transaction optimization solutions. Geographic Area Served: United States, Canada and Mexico.

❚ 1705

HVL 6262 Wellington Ave. West Vancouver, BC, Canada V7W2H4 PH: (604)921-6797 TF: 800-667-2730 FX: (604)921-7880 E-mail: [email protected] URL: http://www.hvl.net Contact: Guy Huntington, President Description: Offers intranet and extranet management consulting services to increase profitability, productivity and expand markets. Services include business process re-engineering, web strategy, business case, implementation and project management.

❚ 1706

HYPERSMITH CONSULTANTS 1020 Mainland St., Ste. 101 Vancouver, BC, Canada V6B2T4 PH: (604)684-7728 E-mail: [email protected] URL: http://www.hypersmith.com Contact: Mr. John Foster, President Description: Hypersmith Consultants develops and publishes eBusiness and eCommerce curriculum for business management programs. Hypersmith is a developer of curriculum and training products for eCommerce and eBusiness programs for both schools and corporations.

❚ 1709

IBM GLOBAL SERVICES CONSULTING 1133 Westchester Ave. White Plains, NY 10604 PH: 800-426-4968 TF: 800-426-4968 URL: http://www.ibm.com Description: IBM Global Services can help clients identify, select, acquire, develop and retain customers. They provide a flexible, comprehensive portfolio of services that can be tailored to meet each client’s specific requirements. These services include consulting to get clients started with their customer relationship management strategy; design, implementation and integration of their marketing, sales and customer service or support solutions; customer data management and analysis expertise to help clients process customer information so they may serve them better; and complete process outsourcing. All of these services are built on the foundation of IBM technology and their CRM process expertise, call center experience, global scope and industry insight. They can also clients with CRM in their e-Business enterprises.

❚ 1710 ❚ 1707

IBUSINESS STRATEGIES

I-SOLUTIONS GROUP XCALIBUR SOFTWARE, INC.

6731 28th St. SE Grand Rapids, MI 49546 PH: (616)957-0535 FX: (616)957-1027 E-mail: [email protected] URL: http://www.i-businessstrategies.com Contact: Mike McGurvey, Consultant

5900 Centreville Rd, Ste. 300 Centreville, VA 20121 PH: (703)266-1200 FX: (703)266-3306 E-mail: [email protected] URL: http://www.xcalibur.com Founded: 1992. Description: Xcalibur develops applications that solve business problems. They provide Internet and e-business application development and design services for their clients’ e-commerce sites.

Description: I-Business Strategies offers an eight-step course in the strategies involved in beginning an online marketing campaign.

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PH: 852 2527 2002 FX: 852 2527 2226 E-mail: [email protected] URL: http://www.iemarket.net

ICONIXX CORP. 5301 Hollister, Ste. 400 Houston, TX 77040 PH: (713)934-0200 FX: (713)934-7744 E-mail: [email protected] URL: http://www.iconixx.com Contact: Mr. Derrik Deyhimi Founded: 1995. Description: Iconixx specializes in Web site development, business strategy consulting, branding, network infrastructure design, e-business application development, business intelligence, and legacy systems integration services with a focus on customers in the financial services, telecommunications, and energy industries with information technology.

Description: iemarket.net is an international e-commerce enabler which provides e-commerce solutions to companies of any size or industry conducting collaborative buying and selling in a online environment which supports business transactions combined with an integrated payment process. Services include business to consumer (B2C), business to business (B2B), business to portal (B2P), business to television (B2T), electronic office, Web and e-commerce development. Major Partners: COMEX; Qlis; Nextel; IBM; Lotus; Microsoft; 1-Net; Sterling Commerce

❚ 1715

THE IGNEOUS GROUP, INC. ❚ 1712

ICONSULTANTS.NET

541 Seabright Ave. Santa Cruz, CA 95062 PH: (831)469-7625 E-mail: [email protected] URL: http://www.igneous.com

PO Box 400 Inchelium, WA 99138 PH: (509)722-4300 FX: (509)722-4304 E-mail: [email protected] URL: http://www.iconsultants.net Contact: Mr. Anthony Evert, Owner Description: Draws on the skills of a group of freelance professionals with years of experience in publishing and programming. These include fully trained graphic designers with experience in both print and online media; technical experts, familiar with the nuances of the Internet; and professional editors. Consulting services available for website development including ASP, JavaScript, e-mail integration, ecommerce, and web hosting.


❚ 1711

Description: The Igneous Group Inc. helps businesses put Web technology to work. They provide tailored ebusiness solutions that leverage Internet technologies to solve fundamental business problems. They design and build databasedriven Web sites, Intranets, Extranets, and custom Webbased applications that can be managed by business users.

❚ 1716

IGNITION POINT INCORPORATED 6106 Westwater Crescent Ottawa, ON, Canada K1W1C9 PH: (613)447-4298 FX: (613)837-2975 E-mail: info@ ignitionpt.com URL: http://www.ignitionpt.com Contact: Betty Moore, Founder

❚ 1713

ICT GROUP 800 Town Center Dr. Langhorne, PA 19047 TF: 800-201-1085 FX: (215)757-7877 URL: http://www.ictgroup.com Contact: John J. Brennan, Chairman, President & CEO

Description: Firm specializes in strategic plans, marketing, branding, and e-business. Seminars: Strategic Management Brainstorming Session: 1-day. Geographic Area Served: Canada and the United States.

Description: ICT Group provides online customer relationship management (CRM) solutions serving clients in the financial, insurance, telecommunications, health care, information technology, media and energy services industries.

❚ 1717

IHS SUPPORT SOLUTIONS ❚ 1714

IEMARKET.NET LTD. C2 26 Floor United Centre 95 Queensway Rd. Hong Kong

7 Penn Plz., 5th Fl. New York, NY 10001 TF: 800-673-2241 FX: 800-974-6447 E-mail: [email protected] URL: http://www.ihshelpdesk.com

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Founded: 1991. Description: IHS Support Solutions helps online companies establish and maintain excellence in their support centers through consulting, training and staffing services that reflect industry practices.

❚ 1718

IMAGE MARKETING SERVICES (IMS) 22900 Pleasant St. Clair Shores, MI 48080 PH: (810)498-2346 E-mail: [email protected] URL: http://www.ecomcity.com Founded: 1994. Description: Image Marketing Services designs, produces and launches web sites. They feature copywriters who write web sites that push messages to the viewer, graphic artists who create effective graphics, and IMS programmers who enhance web sites with CGI-scripts, Java, DHTML,DBMS integration and E-commerce tools.

❚ 1721

IMALL CONSULTING INC. 1185 S Mike Jense Cir. Provo, UT 84601 PH: (801)377-0899 TF: 800-800-4477 FX: (801)373-1947 E-mail: [email protected] URL: http://www.imall.com Contact: Mark R. Comer, President Description: Provides Internet education and electronic commerce for businesses and individuals, including technologies such as sales tax calculation, electronic commerce solutions, online ordering, page generation capabilities, site and product searching capabilities, and demographic information capture. Seminars: Contact firm for complete listing of free seminars dealing with Internet education. Special Seminars: HTML coding, computer graphics and imagery, 3-D design, virtual reality, and software, including the Apache Stronghold secure web server.

❚ 1722

IMPACT E-COMMERCE CONSULTANTS

❚ 1719

IMAGINATION PLUS INC. 145 Maxome Ave. Toronto, ON, Canada M2M3K7 PH: (905)529-6005 FX: (905)529-8081 URL: http://www.imaginationplus.com Contact: Michael Salvatori, Director-Business Development Staff: 6. Description: A construction and industrial sector specialist for Internet development. Creates Internet-based solutions for small to medium sized companies. The cornerstone of service is web site development. Geographic Area Served: United States.

❚ 1720

IMAJ CONSULTING LTD Manor Courtyard Quarley Nr Andover Hampshire SP118LE, United Kingdom PH: 44 1264 889845 FX: 44 1264 889846 E-mail: [email protected] URL: http://www.imaj.co.uk Description: IMAJ Consulting offers a variety of services including Propensity Modeling, which helps clients recruit new customers and cross-sell to existing ones, improve customer retention and improve sales and service through customer call centers. They can also assist with forecasting website traffic for efficient capacity planning.

6 Thurstaston Rd. Heswall CH606RZ, United Kingdom PH: 44 151 342 8872 FX: 44 151 342 8839 E-mail: [email protected] URL: http://www.liverpool-wirral.co.uk/impact.htm Description: IMPACT E-commerce Consultants designs, creates, markets and manages custom web sites tailored to individual company needs. IMPACT provides a complete web site package, from start to finish.

❚ 1723

IMPACT LEARNING SYSTEMS INTL. PO Box 14110 San Luis Obispo, CA 93406 PH: (805)781-3283 TF: 800-545-9003 FX: (805)545-9075 E-mail: [email protected] URL: http://www.impactlearning.com Founded: 1995. Description: Impact Learning Systems provides online customer contact, skills and training for customer service, technical support, and sales representatives to help ensure retention of web-based customers.

❚ 1724

IMRGLOBAL CORP. 100 S Missouri Ave. Clearwater, FL 33756 PH: (727)467-8000

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Revenue: US$11,800,000. Staff: 3000. Description: Service solutions span the entire IT systems life cycle, from IT strategy consulting and e-business solutions to application development, modernization and maintenance.

Founded: 1999. Description: Indiglow L.L.C. is a privately held joint venture based in USA and India. Indiglow is a one-stop source for end-to-end custom web based solutions. They specialize in developing web sites, e-commerce solutions, online branding and electronic presentation media.

❚ 1728

INETO SERVICES INC. ❚ 1725

2600 Via Fortuna, Ste. 320 Austin, TX 78746 PH: (512)651-9780 TF: 877-463-8691 FX: (512)330-1694 E-mail: [email protected] URL: http://www.ineto.com Contact: Mike Betzer, President and Chief Executive Officer

INBIZZNOW SUPPORT CENTERS (IBN) 20980 Redwood Rd., Ste. 200 Castro Valley, CA 94546 PH: (510)247-9753 FX: (510)247-9652 E-mail: [email protected] URL: http://www.inbizznow.com Description: INBIZZNOW delivers enterprise-class business software and network services as a subscription service online. IBN enables users to securely access and run important applications and network services. IBN offers a suite of help desk and work flow applications to allow users to run operations on-line, anytime, anywhere. There is no software or hardware to buy, install or maintain.

Founded: 1999. Staff: 20. Description: Ineto Services is an e-commerce customer communications service provider that offers fully integrated phone, e-mail and Internet communication management solutions to rapidly growing businesses.


FX: (727)467-8001 URL: http://www.imrglobal.com Contact: Satish K. Sanan, Chairman, President, CEO

❚ 1729

INFACT RESEARCH LTD ❚ 1726

10-16 Empire Parade Empire Way Wembley Middx HA90RQ, United Kingdom PH: 44 20 8903 9050 FX: 44 20 8903 9051 E-mail: [email protected] URL: http://www.infact-res.co.uk

INCOMING CALLS MANAGEMENT INSTITUTE PO Box 6177 Annapolis, MD 21401-0177 PH: (410)267-0700 TF: 800-672-6177 FX: (410)267-0962 E-mail: [email protected] URL: http://www.incoming.com Founded: 1985. Description: Incoming Calls Management Institute offers extensive training and educational resources for call center management professionals. Their focus is helping individuals and organizations understand the dynamics of call center management in order to improve operational performance and customer service and achieve business results. They provide education and consulting to organizations ranging from small start-up firms to national governments and multinational corporations.

❚ 1727

Founded: 1992. Description: INFACT Research is an information technology industry and market research consulting firm with particular we focus on Financial Technology and Outsourcing, Real Estate Technology, Internet Collaboration Technology, Customer Relationship Management, Business Relationship Management, Employee Relationship Management, Knowledge Management and Emerging Technologies. They help their clients make decisions about customers, markets, routes to market, partners and suppliers, joint ventures, competitors, industries, products, technologies, people, mergers and acquisitions, investments, and strategic issues.

❚ 1730

INFINITY INFO SYSTEMS

INDIGLOW LLC 157 SNR Chinnasamy Naidu Rd. Coimbatore 641044, India PH: 91 422 562591 FX: 91 422 566428 URL: http://www.indiglow.com

1560 Broadway, Ste. 305 New York, NY 10036-1525 PH: 800-354-4228 TF: 800-354-4228 FX: (212)354-0210 E-mail: [email protected]

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❚ 1733

URL: http://www.infinityinfo.com Founded: 1987. Description: Infinity Info Systems offers a range of services, including quality-managed analysis, consulting, development, training and staffing. They are experienced in guiding clients in the development and implementation of their customized customer relationship management systems. They can also recommend modifications and enhancements to existing CRM systems so clients can take advantage of growing opportunities for integration, automation and data analysis. They also offer training for all types of users on a variety of software applications. Major Partners: Goldmine; ACT: Sales Logix; Microsoft; Vox; Microsoft Great Plain Business Solutions.

❚ 1731

INFOCISION MANAGEMENT CORP. 325 Springside Dr. Akron, OH 44333 PH: (330)668-1400 FX: (330)668-1401 E-mail: [email protected] URL: http://www.infocision.com Contact: Timothy E. Twardowski, Exec. VP & COO Revenue: US$53,000,000. Staff: 2000. Description: Services include fundraising and business-to-business and business-to-consumr teleservices in outbound, inbound, and callblended environments. Experience includes applications in e-commerce, web collaboration, customer relationship management, donor lifecycle management, prospecting, acquisition, retention, customer service, product support, and credit card services. Seminars: List of seminars and workshops available from firm upon request.

❚ 1732

INFONOW CORP. 1875 Lawrence St., Ste. 1100 Denver, CO 80202 PH: (303)293-0212 FX: (303)293-0213 E-mail: [email protected] URL: http://www.infonow.com Contact: Mr. Michael Johnson, Chief Executive Officer Description: Provides strategic consulting and hosted business services for e-commerce, lead generation and management, loyalty programs, partner profiling, and traditional Partner Relationship Management (PRM). Helps companies create and execute a scaleable, multi-channel business model. Awards: Named ‘‘Colorado’s Top Performing Public Company’’ for 1998 by The Denver Post.

INFOQUEST CUSTOMER RELATIONSHIP MANAGEMENT LTD. The BBIC Centre Wilthorpe Rd. Barnsley S751JL, United Kingdom PH: 44 1226 249922 FX: 44 1226 249292 E-mail: [email protected] URL: http://www.questcrm.co.uk Contact: John Coldwell, Managing Director Founded: 1989. Description: The "InfoQuest Customer Satisfaction Survey" was developed as a communication tool to measure and utilize customer satisfaction to build customer relationships and sales.It can help clients identify problems, improve understanding of customer’s needs and the business relationship with them, provide market intelligence, produce clear insight into customer thinking and identify customer issues, such as areas of discontent and unmet needs. The consultants at InfoQuest will help structure a survey, mail each survey to selected customers and contact each customer directly, enter the data, prepare and deliver reports and facilitate a workshop with the Senior members of a company to share the information the survey revealed about their customers, thus helping clients improve their company’s level of customer service.

❚ 1734

INFORMATION DESIGNS INC. (IDI) 5205 Hill Rd Boise, ID 83703 PH: (208)344-0184 FX: (208)467-3076 E-mail: [email protected] URL: http://www.informationdesigns.com Founded: 1993. Description: Information Designs, Inc.(IDI) is an Idaho Corporation located in Boise, Idaho focused on the development of E-commerce software. The staff of IDI is made up of computing professionals with extensive experience in enterprise level computing as well as architecture, organization and operation. IDI personnel perform consulting services to clients in the Boise area as well as develop E-commerce products.

❚ 1735

INFORMATION MANAGEMENT CONSULTANTS INC. (IMC) 7915 West Park Dr. McLean, VA 22102-4201 PH: (703)893-3100 URL: http://www.imc.com Founded: 1981. Description: Since its formation in 1981, Information Management Consultants (IMC) has delivered solutions that foster increased productivity by leveraging the

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communications web, allowing them to collaborate, exchange data and conduct business in a secure and efficient manner.

❚ 1739

INFOSYS TECHNOLOGIES LTD. 44 Electronics City, Hosur Rd. Bangalore 561229, India PH: 91 80 852 0261 FX: 91 80 852 0362 E-mail: [email protected] URL: http://www.infosys.com Contact: Narayana NR Murthy, Chairman of the Board and Chief Mentor

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INFORONICS INC. 30 Porter Rd. Littleton, MA 01460 PH: (978)698-7300 FX: (978)698-7500 E-mail: [email protected] URL: http://www.inforonics.com Contact: Bruce H. Buckland, President Staff: 150. Description: Inforonics is a business and technology services company that helps organizations build their business through the use of appropriate information technologies. Geographic Area Served: United States.

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Staff: 10000. Description: Information Systems Technologies are based in India’s ‘‘Silicon City’’ of Bangalore. Infosys offers a range of customized software services including development, maintenance, and reengineering, along with e-commerce consulting. It also sets up dedicated offshore software development centers for large clients. Infosys applications perform a variety of business functions such as automating bank operations and assisting with inventory, distribution, and warehouse management. Infosys Technologies Ltd. provides consulting and IT services to clients globally.


latest proven technologies. IMC enables their clients, in both the commercial and public sectors, to utilize information technology efficiently and effectively, helping them achieve their business objectives. They customize solutions from a broad range of integrated service offerings, providing ebusiness solutions; management and IT consulting; custom application development and integration; content management and personalization; data management; and workflow automation.

❚ 1740

INFORTE CORP.

INFOTECH CANADA INC.

150 N Michigan Ave., Ste. 3400 Chicago, IL 60601 PH: (312)540-0900 FX: (312)540-0855 E-mail: [email protected] URL: http://www.inforte.com Contact: Philip S. Bligh, CEO

274 Kenmount Rd. St. John’s, NF, Canada A1B3R2 PH: (709)729-4736 TF: 800-974-1241 FX: (709)726-4743 E-mail: [email protected] URL: http://www.infotechcanada.com

Revenue: US$63,800,000. Staff: 442. Description: Provides consulting and systems integration services to help clients build and improve their Internet operations. Services include strategy and site design, assistance in e-commerce (B2C and B2B), operations management, and supply chains. Geographic Area Served: United States.

Description: Provides customer-centric, Internet commerce solutions. Areas of expertise include strategic planning, software and systems development, information architecture, ethical hacking and e-advisory services, and mission-critical web hosting. Major Partners: Conveyance Systems; Compaq: 3COM; Cisco; Microsoft; Hewlett Packard.

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❚ 1741

INFOSCALER TECHNOLOGIES

INFOTECH CONSULTING

1825 De La Cruz Blvd., Ste. 201 Santa Clara, CA 95050 PH: (408)266-3685 FX: (408)988-5012 E-mail: [email protected] URL: http://www.infoscaler.com

Miami, FL PH: (305)559-5737 FX: (305)207-1469 E-mail: [email protected] URL: http://www.edi-ec.com Contact: Carlos M. Garcia, President & Owner

Description: Infoscaler Technologies specializes in developing enterprise-class software, e-business and application integration solutions. They design applications that engage customers, suppliers, employees and partners in a broader

Description: Helps implement Electronic Commerce and Electronic Data Interchange (EC/EDI) initiatives. Through a network of independent consultants, specializes in areas such as bar-coding, multi-platform support, business systems

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integration, project management, systems development, and EC/EDI. Services include strategic planning, system analysis and design, and network and infrastructure design, business systems application integration, communications scripting, Unix shell scripting, and mapping. Geographic Area Served: Miami, Florida, the Southeast, Caribbean, and Latin America.

❚ 1742

INFRA CORPORATION

❚ 1745

INNOVATE E-COMMERCE INC. 160 North Craig St. Pittsburgh, PA 15213 TF: 888-771-9606 FX: (412)681-7099 E-mail: [email protected] URL: http://www.innovateec.com Contact: Mr. William Claire, CEO and Founder Founded: 1997. Description: Innovate E-Commerce, Inc. are consultants in business-to-business e-commerce solutions. Innovate provides technology solutions primarily in the manufacturing and e-government sectors.

5000 E Spring St., Ste. 750 Long Beach, CA 90815 PH: (562)733-7500 FX: (562)733-7501 E-mail: [email protected] URL: http://www.infraactive.com

❚ 1746

Founded: 1991. Description: Infra’s 100% web customer support application providesthe full range of problem, assetandchange managementfunctionality in an applicationbuilt fromthe ground uponanInternet architecture.Allows users to deploy an enterprise-wide,24hr support operationona single server and database.

❚ 1743

INFRAGENCE

INNOVATIVE DECISION TECHNOLOGIES INC. 9000 Cypress Green Dr., Ste. 107 Jacksonville, FL 32256 PH: (904)636-6374 FX: (904)636-6379 E-mail: [email protected] URL: http://www.indent.org Contact: Pramod Jain, President Staff: 10. Description: Innovative Decision Technologies delivers businesses benefits through web-based technologies. They focus on B2B e-Collaboration, collaborative annotations, supply chain, EJB, Java, Java servelets and Oracle.

60 Federal St., Ste. 555 San Francisco, CA 94107 PH: (415)908-0800 FX: (415)908-0805 E-mail: [email protected] URL: http://www.infragence.com Contact: Mike Sigal, Owner

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Description: Web site hosting, HTML coding, CGI PERL and CGI C programming, graphic design, and Internet training services are offered.

❚ 1744

INGENIANA MANAGEMENT CONSULTANTS INC. 2220 Hickory Leaf Dr. Rochester Hills, MI 48309 PH: (248)652-3941 FX: (248)652-3941 E-mail: [email protected] URL: http://www.ingenianaconsultants.com Contact: Mr. John Davin, President Founded: 1989. Description: Ingeniana Management Consultants was founded in 1989 to provide consulting services to the automotive supply industry. It currently services many other types of business including service, packaging, lighting, printing, advertising, reprographics, and e-commerce. Ingeniana specializes in providing its services to startup, early stage and privately owned companies.

INNOVATIVE MARKETING CONCEPTS (IMC) 2227 US Hwy. PMB 187 North Brunswick, NJ 08902-4435 PH: (732)422-4435 FX: (732)422-1189 E-mail: [email protected] URL: http://www.innovativemktgconcepts.com Description: Assists companies in evaluating the pros and cons of developing and implementing an e-commerce strategy. Services include web site design, e-commerce strategy, marketing campaigns, advertising and linking, web site registration, web site hosting and web site monitoring, Internet and web site strategic planning.

❚ 1748

INNOVATIVE ORGANIZATIONAL SYSTEMS (IOS) 10175 Queens Way, Ste. 6 Chagrin Falls, OH 44023 PH: (440)708-1052

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Description: IOS is a management and technology consulting company that specializes in ecommerce, e-business, internet strategy, and software development.

customer contacts and raise satisfaction levels. InstantService’s solution is designed to facilitate contact between companies and their customers, which is the first step of customer relationship management. They are comprised of chat and email and deliver consistency, automation and intelligence to a company’s customer service offering and help contact centers and businesses achieve superior customer management.

❚ 1749

INSPIRED ARTS INC. 4225 Executive Sq., Ste. 1160 La Jolla, CA 92037 PH: (619)623-3525 TF: 800-851-4394 FX: (619)623-3534 E-mail: [email protected] URL: http://www.inspiredarts.com Contact: Bryan Mallindine, CEO

❚ 1752

INSTITUTE FOR GLOBAL COMMUNICATIONS

Revenue: US$2,000,000. Staff: 30. Description: Provider of Internet business solutions and web design services. Specializes in Internet business plans, web site development, ebusiness, and online marketing. Seminars: E-Commerce: Gone with the Net; The E-Business Buzz; Online Marketing: The Second Ten Commandments.

❚ 1750

INSPIRED CONTACT CENTER 5171 Oswego Rd. Rome, NY 13440 PH: 877-416-0379 E-mail: [email protected] URL: http://www.mycontactcenter.com Founded: 1995. Description: Inspired Contact Centerprovides customer care and outsourced inbound and outbound call center services for all vertical markets 24 hours a day, seven days a week. Their customer service representatives offer inbound call handling for order processing, debt collection, customer care, product and rebate fulfillment, political polling and surveys, customer relationship management and many other inbound call center programs. They also offer outbound telemarketing, automatic dialing, interactive voice response services and web-enabled contact services.

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INSTANTSERVICE INC. 600 University St., Ste. 2250 Seattle, WA 98101 PH: (206)956-8000 FX: (206)956-0383 E-mail: [email protected] URL: http://www.instantservice.com Founded: 1998. Description: InstantService’s goal is to bring real-time customer service to the Internet. They provide call and contact centers with reliable, web-based customer communications solutions that lower costs, increase

Presidio Bldg. 1012, 1st Fl. Torney Ave. PO Box 29904 San Francisco, CA 94129-0904 PH: (415)561-6100 FX: (415)561-6100 E-mail: [email protected] URL: http://www.igc.org/igc/services/consulting.html Contact: Marci Lockwood, Executive Director


E-mail: [email protected] URL: http://www.iosltd.net

Staff: 35. Description: Firm provides strategic, design, and technical Internet assistance, specializing in meeting the needs of non-profit and activist organizations. Services include Web site design, Web site maintenance, Web-based forums and mailing list archives, Internet-accessible databases, online fundraising, computer communication and information strategies, training on Internet basics and how to get an organization online, special advocacy projects such as online email and fax campaigns, consultation on international telecommunications such as private newsgroups, private web services, and private databases.

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INSTRANET INC. 60 W 35th St., 8th Fl. New York, NY 10001 PH: (646)473-0777 TF: 877-932-5826 FX: (646)473-0770 E-mail: [email protected] URL: http://www.instranet.com Contact: Alex Dayon, President, CEO & Co-Founder Founded: 1999. Description: Consulting firm that develops Enterprise Information Exchange (EIX) applications that give large corporations the ability toexchange mission-critical information with customers, suppliers and business partners over the Internet in an organized and secure environment. Major Partners: Alti; Atos-Origin; BEA Systems; FI System; IBM; Informatix; Oracle; Sopra; Sun Microsystems.

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INSURANCE TECHNOLOGY SERVICES OF AMERICA INC.

INTELEGY CORP. 18 Crow Canyon Ct., Ste. 300 San Ramon, CA 94583 PH: 877-478-2255 TF: 877-478-2255 FX: (925)736-6004 E-mail: [email protected] URL: http://www.intelegy.com Contact: Vail Dutto, Chief Executive Officer and CoFounder

100 Cummings Ctr., Ste. 206G Beverly, MA 01915 PH: (978)927-8855 TF: 888-488-2932 FX: (978)927-8866 E-mail: [email protected] URL: http://www.itsa.net Description: Committed to the transformation of the insurance industry’s transactional process using Internet strategies and solutions. Goals include developing rating software for workplace marketing and saving independent agents time through strategic Internet solutions.

Founded: 1996. Description: InTelegy is a Call Center Management Company specializing in technical support, customer service and inside sales. They provide comprehensive design and implementation consulting and on-site, offsite and off-shore operations management for companies that need to build customer contact centers or fix existing ones.

❚ 1755

INTEGRATED INTELLIGENCE CORP.

❚ 1758

INTELLIGENESIS INC. 2601 Elliott, Ste. 4174 Seattle, WA 98121 PH: (206)256-1685 FX: (206)256-1687 E-mail: [email protected] URL: http://www.iicnet.com Contact: Carol Lin, Contact

25 Froude Cir. Cabin John, MD 20818 PH: (301)523-5557 E-mail: [email protected] Contact: Neele Johnston, Principal

Description: A multi-language online database providing contract programming and network system consulting. Services include Internet security consulting, Firewall server design, configuration, and installation; IntraNet design, consulting, and set-up; corporate FTP, E-mail, web, and LAN server configuration, set-up, and training; Windows95, Windows NT, UNIX, telecommunication protocols (ISDN PRI, BRI, TCP/IP, Token Ring), and Novell Netware contract programming; multi-language web site design, development, hosting, and marketing; and a multi-language database search program. Geographic Area Served: United States, Taiwan, China, Norway.

❚ 1756

INTEGRATION RESOURCES, INC. 148 Main St. Lebanon, NJ 08833 PH: (908)236-9360 FX: (908)236-9497 E-mail: [email protected] URL: http://www.IRpacs.com Contact: Mr. Gary Reed, President Founded: 1988. Description: Integration Resources specializes in medical imaging and information systems, offering a full range of RIS and PACS planning, cost justification, contracting, and project management services. Integration Resources help healthcare providers implement advanced imaging, information and networking technologies.

Description: Provides consulting services to small businesses and individuals in areas related to Internet access, Internet security, electronic commerce, and web hosting. He currently specializes in developing interactive web server applications based on object-oriented programming techniques, using Java and Apple’s WebObjects application server tools. Geographic Area Served: Washington, DC, area.

❚ 1759

INTELLIGROUP INC. 499 Thornall St.,11th Fl. Edison, NJ 08837 PH: (732)590-1600 TF: 800-535-0156 E-mail: [email protected] URL: http://www.intelligroup.com Contact: Mr. Arjun Valluri, Chairman, CEO & Director Staff: 1200. Description: Intelligroup, Inc., is a technology solutions and services provider. They develop, implement, host and support integrated, customized, industry-specific enterprise and eBusiness solutions. They offer their clients ‘‘end-to-end’’ solutions and services. They serve large and small clients in diverse industries. Intelligroup’s Consulting Services provide implementation, support and optimization services for enterprise, e-commerce and m-commerce applications. Their consultants use proven methods and tools to implement and customize enterprise applications to fit their clients’ needs.

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URL: http://www.2isystems.com

INTERACTCM Description: Interactive Information Systems (IIS) creates solutions that enable delivery of a wide range of graphical and database information over the Internet, intranet or both. IIS provide all files and support necessary to implement and maintain a system. All features that are available on the Internet are also available to the client, these include security, digital photography, scanned images, e-commerce, multimedia, email and more.

36 Carrington St, 2nd Fl. Sydney, NSW 2000, Australia PH: 61 2 9279 1132 FX: 61 2 9279 1134 E-mail: [email protected] URL: http://www.interactmanagement.com.au Contact: Trevor Richards, Managing Director Founded: 1984. Description: InteractCM provides effective e-commerce customer management for online and offline organizations, consultants and practitioners by using helpful hints, practical tips and the latest news on customer information and relationship management.

❚ 1764

INTERACTIVE WIRELESS CO. (IWC) INTERACTIVE WEB CONCEPTS

870 Market St. San Francisco, CA 94102 PH: (650)964-4580 E-mail: [email protected] URL: http://www.iwcon.com

❚ 1761

INTERACTION ENGINEER 70 Cranberry Dr. Duxbury, MA 02332 PH: (617)835-4153 E-mail: [email protected] URL: http://www.interaction-engineer.com Contact: Jeff Albro, Owner Staff: 1. Description: Jeff Albro provides customer interaction consulting. He helps clients improve their customer service whether the interaction takes place on a website, retail display or via the customer service department through a variety of services in eCommerce evaluations and consulting information to help clients improve customer relations or customer focus.

Description: Interactive Wireless Company (IWC) provides clients with the guidance required to design, develop, and implement the complete Web solution: product, process, technologies, and applications. The Interactive Wireless team includes executives with leadership and business and technical backgrounds in mobile technology, software engineering, hardware architectures, professional services, marketing and sales. IWC helps their clients outline a direction in the use of mobile technology for internal use or product offerings.


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INTERAXIOM ❚ 1762

639 E Ocean Ave. Ste. 102 Boynton Beach, FL 33435 PH: (561)364-1111 E-mail: [email protected] URL: http://www.interaxiom.com Contact: Mr. Rosendo Abellerra, President and CEO

INTERACTIVE DATA W16230 Kohler Menomonee Falls, WI 53051 PH: (262)252-2400 E-mail: [email protected] URL: http://www.idata.com Description: Specializes in providing total business solutions: documentation distribution, retail applications, web site layout and design, secure online ordering, order fulfillment, order tracking and more, office automation and simplification, and inventory control. Integrates new systems with existing systems. Provides a dedicated team to deliver the entire program from concept to production.

❚ 1763

INTERACTIVE INFORMATION SYSTEMS (IIS) 7724 Chapel Hill Rd. Raleigh, NC 27607 PH: (919)858-8099

Description: InterAxiom is a consulting firm offering software development and systems integration specializing in database applications and Internet technology. They provide IT services in the areas of data management, business intelligence, data warehousing, E-Commerce, custom IT development, and knowledge base.

❚ 1766

INTERCOMMERCE CONSULTING ASSOCIATES (ICCA) 20 Mythop Rd. Lythan St. Annes Lancashire FY84JD, United Kingdom PH: 44 1253 796586 E-mail: [email protected] URL: http://www.icca.co.uk

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Description: Provides professional consulting, development and e-business management services for enterprises who want to take advantage of the business potential of using Internet technologies. Services include: site development, web hosting, site management, and market consulting.

E-mail: [email protected] URL: http://www.interland.com Contact: Mr. Joel Kocher, Chairman and Chief Executive Officer Founded: 1995. Description: Interland Inc. is dedicated to working hand-in-hand with small and medium businesses to deploy and manage strategic Web hosting services. They provide standardized Web hosting, e-commerce, and application hosting services. Interland helps businesses leverage the power of the Internet to grow their businesses.

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INTERFORMANTS LTD. 11429 Grandview Ave. Silver Spring, MD 20902 PH: (301)949-0500 FX: 888-333-8157 E-mail: [email protected] URL: http://www.interformats.com Contact: Mr. Jaime Turish, Co-Founder Description: Interformants, serving the Washington, D.C. Metropolitan area, provides consultation and support services for various Windows platforms, Novell networks, and IT solutions. Interformants seeks to provide the simple and effective bilingual computer technical support to home users, professional, government, and corporative offices. Their technical staff is comprised of experienced and certified Network Engineers, Computer Professionals and Systems Integrators that assist clients in the development of home computer setup, home business project (Mini-Network), corporate Local Area Network or any Internet-based project, including web design and web hosting.

❚ 1770

INTERLOOK CORP. 401 Broadway, 26th Fl. New York, NY 10013 PH: (212)625-0983 E-mail: [email protected] URL: http://www.interlook.com Description: Provides consulting services, custom Internet software development and system and network administration for businesses dependent on computer and network systems.

❚ 1771

INTERMEDIA GROUP, INC. 5 Hanover Sq. New York, NY 10004 PH: (212)248-0100 FX: (212)248-0600 URL: http://www.intermediagroup.com Contact: Mr. Jason Denmark, Founder

❚ 1768

INTERGURU 1501 Dublin Dr. Silver Spring, MD 20902 PH: (301)593-4152 FX: (301)593-2541 E-mail: [email protected] URL: http://www.interguru.com Revenue: US$80,000. Staff: 1. Description: Firm offers counsulting on technical Internet and Web services. These include Web based databases, Perl/CGI development, Web E-mail integration, translation of e-mail address lists between mail programs, firewall and security consulting and configuration. Serves business and organizations of all sizes in the Baltimore-Washington metro area, and other locations via the Internet. Special Seminars: Specializes in Internet connectivity and service; small office solutions using Novell, UNIX, Windows, and Macintosh.

❚ 1769

INTERLAND INC. 303 Peachtree Ctr. Ave., Ste. 500 Atlanta, GA 30303 PH: (404)260-2477 TF: 800-214-1460 FX: (404)260-2712

Founded: 1991. Description: Intermedia wants to see your networks get intertwined. Founded in 1991 by owner Jason Denmark, Intermedia Group is an information technology consulting company that specializes in network design services, as well as e-commerce systems implementation and legacy system integration. Intermedia also designs database and data mining systems, develops custom object-oriented database software, and provides enterprise resource planning and third party products.

❚ 1772

INTERNATIONAL BUSINESS SYSTEMS INC. (IBSI) 14102 Sullyfield Cir. Chantilly, VA 20151 PH: (703)488-3981 E-mail: [email protected] URL: http://www.liveassistant.com Founded: 1986. Description: IBSI, founded in 1986, has three main areas of business. They are Contact Center Services including Customer Service Centers, Help Desks, and

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and related technologies. They are a total solutions provider in the Internet Marketing area. Offering clients a credible source for consultation, design, development, integration, hosting, and management of state-of-the-art e-business solutions.

INTERNATIONAL COMPUTER SOLUTIONS, INC. (ICS)

❚ 1776

20250 Century Blvd., Ste. 210 Germantown, MD 20874 PH: (301)944-1100 FX: (944)528-9040 E-mail: [email protected] URL: http://www.consult-ics.com Contact: Sanjay Govil, Chief Executive Officer

297 Ormeau Rd. Belfast BT73GG, United Kingdom PH: 44 289 087 8800 FX: 44 289 080 9995 E-mail: [email protected] URL: http://www.iconi.co.uk

INTERNET CONCEPTS LTD.

Founded: 1997. Description: International Computer Solutions (ICS) is an information technology consultancy that builds online marketplaces, creates corporate intranet portals, and plans and develops e-commerce systems. ICS also develops database and wireless applications and provides design services for telecommunications and network equipment manufacturers. The company also provides its services through subsidiary Infobahn Softworld. Its Infinite Computer Solutions subsidiary offers a variety of Web building services, such as systems design and security, as well as graphic design and animation services.

❚ 1774

INTERNATIONAL FIELDWORKS INC.

Description: Internet Concepts (Ireland) Ltd. empowers their clients to improve their business performance by assisting with the development of results-focused ICT and EBusiness Strategies and solutions.

❚ 1777

INTERNET EDGE


LiveAssistance (web-based call center); Information Technology Services including LAN/WAN design, Systems Engineering, and Software Development; Turnkey Telecommunications Systems.

25 Woodward St. Cromer Heights Sydney, NSW 2099, Australia PH: 61 294 526698 E-mail: [email protected] URL: http://www.internetedge.com.au Founded: 1998. Description: Internet Edge provides Australian businesses with Internet consulting and advice to ensure a successful on-line transition. Internet Edge was formed as an Internet Consulting company for Small and Medium Sized Enterprises.

1626 Puebla Dr. Glendale, CA 91207-1232 PH: (818)243-4864 FX: (818)243-2601 E-mail: [email protected] URL: http://www.fieldworks.net Description: International Fieldworks is a consulting firm dedicated to helping companies maximize their customer loyalty as a focus of business development and improved customer service. They can also help clients with call center design and management and customer retention programs.

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INTERNATIONAL INTERNET CONSULTANTS

❚ 1778

THE INTERNET GROUP 305 S Craig St., Ste. 200 Pittsburgh, PA 15232 PH: (412)688-9696 FX: (412)688-9697 Contact: Michael Baver, President Staff: 12. Description: Firm assists in creating an Internet presence for all industries worldwide.

41 Avondale Pk. Rochester, NY 14620 PH: (716)242-0306 TF: 888-678-0306 E-mail: [email protected] URL: http://inter-ic.com

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INTERNET HIGHWAY LLC

Description: International Internet Consultants help their clients expand and succeed in their business by providing solutions based on the most up-to-date e-commerce, Internet,

13200 Hwy. 9, Ste. D Boulder Creek, CA 95005 PH: (831)338-7069 FX: (831)338-5809 E-mail: [email protected]

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URL: http://www.ihwy.com Description: Full service Internet consulting company specializing in Able Commerce installation, as well as custom programming in Cold Fusion, ASP, and other cutting edge technologies.

web design and development, web site management and deployment, Windows 2000 web hosting, Microsoft SharePoint Team Services, corporate eMail services, eCommerce solutions, graphic design, digital photography and imaging, Internet marketing and consulting, search engine submission, search engine placement and monitoring, and web site analysis and site optimization.

❚ 1780

INTERNET HOST AND MANAGEMENT SERVICES 415 PR-4521 Wolfe City, TX 75496 PH: (214)335-9223 FX: (214)722-1813 E-mail: [email protected] URL: http://www.ihms.net Description: Internet Host and Management Services is a small company that seeks to provide a personal level of consultancy service to their clients. They monitor standards and servers to keep their clients technology current and trouble free.

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INTERNET MARKETING SERVICES LTD. (IMS) Wolverhampton Science Pk. Glaisher Dr. Wolverhampton WV109RU, United Kingdom PH: 44 190 282 4195 FX: 44 190 282 4196 E-mail: [email protected] URL: http://www.imswebwise.com/html/index.htm Description: Internet Marketing Services provides consultancy service and will work to identify the Internet needs of their clients’ company and will identify the required solution. IMS provide solutions for large and small companies alike when it comes to the processing of customer orders through an e-commerce website.

INTERNET INTERGRATION INC. 12400 Wilshire Blvd., Ste. 245 Los Angeles, CA 90025 PH: (310)571-3200 TF: 888-690-3200 FX: (310)571-3434 E-mail: [email protected] URL: http://www.i-3.com

❚ 1784

INTERNET NAVIGATING

Founded: 1995. Description: Internet Intergration provides strategic consulting, Internet and Intranet applications development, web site design, and Internet security services. The company provides both executive-level strategic consulting and high-level technical Internet development services to help their clients use Internet technology, creatively and effectively.

318 State St. Helena, MT 59601 PH: (406)449-2115 FX: (406)449-2115 E-mail: [email protected] URL: http://www.lehnherr.com Contact: Kathleen Ely Description: Offers web site design services, including HTML authoring, web site hosting, graphic design, scanning, CGI C programming, Intranet setup, and CGI PERL programming.

❚ 1782

INTERNET MARKETING CONSULTANTS (IMC) 508 Spanish Main Spanish Fort, AL 36527 PH: (251)626-0425 TF: 888-716-4789 FX: (251)625-1454 E-mail: [email protected] URL: http://www.intmc.com

❚ 1785

INTERNET SOLUTIONS AND TECHNICAL SERVICES INC. (ISTS) 213 Linden St., Ste. 310 Fort Collins, CO 80524 PH: (970)493-0640 TF: 888-409-8733 E-mail: [email protected] URL: http://www.ists2.com

Founded: 1997. Description: Internet Marketing Consultants assists businesses of all types with their web development and Internet marketing requirements. Their Internet consulting encompasses the following areas of expertise:

Description: Microsoft Certified Professionals offering technical consulting, website design, and Internet applications services.

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FX: (919)654-2276 E-mail: [email protected] URL: http://www.trinet.com Contact: Frank S. Taylor, President

INTERNET SPECIALISTS PO Box 2281 Warwick, WA 6024, Australia PH: 61 89 309 6450 FX: 61 862101751 E-mail: [email protected] URL: http://www.internetspecialists.com.au/ecom.htm Contact: Mr. Richard Sojka, Founder Founded: 1995. Description: Internet Specialists is a consulting group comprised of web developers who create customized functional Intranet and Internet sites. Their consultants analyze, design, develop, and employ solutions that meet the specifications laid out by their clients.

❚ 1787

Revenue: US$1,000,000. Staff: 10. Description: Provides Internet marketing, security, network architecture, and electronic commerce services to all industries worldwide. Seminars: Presents seminars on Internet basics, marketing, and security. Special Seminars: Provides Internet security firewalls, electronic commerce servers, web servers and browsers, routers, TCP/IP, SSL, and SHTTP expertise.

❚ 1790

INTERVOX GROUP 185 Via Lerida Greenbrae, CA 94904 PH: (415)925-1515 FX: (415)925-9989 E-mail: [email protected] URL: http://www.intervoxgroup.com Contact: John Reynolds, Founder and Managing Partner

INTERNET WORKSHOP 2050 S Cottonwood Ln. Tucson, AZ 85713 PH: (520)620-6878 FX: (520)620-6841 E-mail: [email protected] URL: http://www.tucson.com Contact: Golda Bernstein, Principal Staff: 3. Description: Web hosting, design, and marketing. Also provides search engine consulting, and offers Webglimpse, a fast, flexible spider and index generator. corporate web setups and Internet advertising. Special Seminars: Web hosting and remote indexing. Geographic Area Served: Worlwide.

Founded: 1988. Description: Intervox Group is a management and technology consulting firm specializing in call center, customer relationship management solutions and CRM visioning, strategy, planning, design, training and implementation management. Major Partners: Primary Matters; RainSpark Partners; The SpeedWork Company.


❚ 1786

❚ 1791

INTERWEB DESIGN CONSULTANTS (IDC) ❚ 1788

57 Genting Ln., 10th Fl. PH: 65 227 1922 FX: 65 423 1002 E-mail: [email protected] URL: http://www.interweb.com.sg

INTEROBJECT SYSTEMS INC. 4655 Old Ironsides Dr., Ste. 250 Santa Clara, CA 95054 PH: (408)970-8260 FX: (408)970-8265 E-mail: [email protected] URL: http://www.iobject.com Contact: Paul Jenq, Founder and President Founded: 1997. Description: Interobject Systems is the developer of IOS/Support, a completely customizable, Webbased Customer Service Automation application designed specifically for the smallto mid-sized market. With IOS/ Support, a business can maximize customer acquisition, retention and growth without expensive software installation, customization or hosting hassles.

Description: IDC is a full-service internet design and marketing firm, employing consultants with backgrounds ranging from engineering to networking to graphic design and marketing. Their team offers clients a complete range of web site solutions. They develop custom web sites that reflect the unique visions, images and messages of their clients. Their approach is to help businesses understand and feel comfortable about the Internet and its marketing potential.

❚ 1792 ❚ 1789

INTERPATH COMMUNICATIONS DIVISION 4000 Regency Pky., Ste. 220 Cary, NC 27511 PH: (919)654-2247

INTERWORX TECHNOLOGIES 10 Barolin St., Level 1 Bundaberg, QLD, Australia PH: 61 07 4153 5299 FX: 61 07 4153 5411 E-mail: [email protected] URL: http://www.interworx.com

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❚ 1795

Contact: Mr. Steve Low, Co-Founder

IP NET LTD. LLC Founded: 1996. Description: InterWorX provides Information Technology solutions. They solve clients Information Technology problems by understanding their Information Technology needs. InterWorX Information Technology solutions focus on managing cost effective solutions to all the changing technology needs.

❚ 1793

INTRAWARE INC. 25 Orinda Way, Ste. 101 Orinda, CA 94563 PH: (925)253-4500 TF: 888-446-8729 FX: (925)253-4599 E-mail: [email protected] URL: http://www.intraware.com Contact: Mr. Peter Jackson, Chief Executive Officer Founded: 1996. Description: Intraware is a provider of technology management solutions. They offer software and services that optimize the delivery, maintenance, and ongoing management of information technology. Intraware’s mission is to help organizations increase customer loyalty and retention, accelerate time-to-value, and reduce the total cost of ownership of technology investments.

2232 S Main St., Ste. 383 Ann Arbor, MI 48103 PH: (734)913-0382 FX: (734)913-0383 E-mail: [email protected] URL: http://www.ip-ltd.com Description: IP Net Ltd. provides services for consulting, direct placement, and project management in the information technology field. IP Ltd. provides consulting services in the areas of Internet, Intranet, Extranet, and Sub-Net applications development. They provide design and implementation of upgraded business systems, e-commerce initiatives, networking and configuration management, out-sourcing of process development, and high-level consulting and implementation of Information Technology resource planning.

❚ 1796

IPLAN INC. 1770 W State St. Ste. 146 Boise, ID 83702 PH: (208)345-5439 FX: (208)345-0175 E-mail: [email protected] URL: http://www.iplaninc.com Description: iPlan provides professional, business and technical context for Internet endeavors. They provide consultation and technical assistance with e-commerce application sites and content-driven customer support sites. They help clients to make it on the Web without sacrificing organizational culture, value proposition, or uniqueness. At iPlan, a step-by-step Internet Business Plan (IBP) is designed to handle the network communication needs of their clients involving Internet, Intranet and Extranet projects, as well as more extensive e-commerce site operations and support.

❚ 1794

IORMYX 198 Van Buren St., Ste. 420 Herndon, VA 20170 PH: (703)456-7000 TF: 800-446-7699 FX: (703)456-7100 E-mail: [email protected] URL: http://www.iormyx.com Description: The iORMYX Customer Relationship Management team and eBusiness Relationship Management team both address customer relationship management issues. Their ERM and CRM practice involves both technology and business process used in the e-commerce area and primarily covers Sales Force Automation, Mobile Computing and synchronization, Web Based Sales Management & Support, Sales Knowledge Management, Sales and Pricing Management, Customer Support or Help Desk, Field Service, Web Based Customer Support and self-service, Call Center Management, Web Center Management, Customer Interaction & Management and Productivity Enhancement tools. Major Partners: Acta Technology; Art Technology Group; BEA Systems; BMC Software; BEA Systems; Excelon; Microsoft Great Plains Business Solutions; Hewlett Packard; InfoVista; Kana; MicroMuse Inc.; Microsoft; MicroStrategy; OneSoft; Oracle; PeopleSoft; Siebel; SilverStream; Tibco; webMethods.

❚ 1797

IRIS SOFTWARE, INC. 52 Bridge St. Metuchen, NJ 08840 PH: (732)494-8111 FX: (732)494-8511 E-mail: [email protected] URL: http://www.irissoftinc.com Contact: Sanjiv Khanna, Co-Founder Founded: 1991. Description: Iris Software sees a need for outsourced software development and support. The company provides a variety of information technology consulting services, including development and implementation of e-commerce systems and Web-based applications, as well as legacy systems integration. It also offers outsourced application development and support services.

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FX: 44 121 459 2199 E-mail: [email protected] URL: http://www.itnet.co.uk

ISLAND DATA CORP. 5760 Fleet St., Ste. 200 Carlsbad, CA 92008 PH: (760)517-4100 FX: (760)930-9889 E-mail: [email protected] URL: http://www.islanddata.com Contact: Norm Williams, President & CEO

Description: ITNET is a consulting group that partner with clients to deliver IT and application services, business process services and e-business solutions.

❚ 1802

Description: Island Data Corp. is a provider of automated response solutions to the online customer service segment of the customer relationship management marketplace with solutions for customer support, customer service, email management, response management, inquiry handling, automated call center and customer relationship management. Major Partners: The Sutherland Group Ltd.; Echopass Corp.; iBackOffice; iBureau.com; Verio; Peregrine Systems; InstantService.com; Syntellect; Redspring Communications.

ITRAK TECHNOLOGIES INC. 2444 Duluth Hwy. 120 Ste. 203 Duluth, GA 30097 PH: (770)232-0046 E-mail: [email protected] URL: http://www.itraktechnologies.com Contact: Dick Edwards, Principal Staff: 8. Description: A full-service Information Technology consulting company providing services ranging from initial recommended IT strategy assessment, to business process redesign, to enterprise e-commerce solutions design, development, integration and implementation. Geographic Area Served: United States.

❚ 1799

IT FACTORY A/S 229 Peachtree St. NE, Ste. 1010 Atlanta, GA 30303 PH: (770)329-9792 URL: http://www.itfactory.com


❚ 1798

❚ 1803

JAMM CONSULTING INC. Description: IT FACTORY A/S is a supplier of Customer Relationship Management (CRM) and Employee Relationship Management (ERM) solutions for e-commerce companies.

❚ 1800

ITELLIGENCE, INC.

2712 Cross Bend Rd. Plano, TX 75023 PH: (972)612-6056 FX: (347)214-9887 E-mail: [email protected] URL: http://www.JAMMConsulting.com Description: JAMM Consulting create custom Internet applications. They specialize in creating web-based tools that will automate a business allowing it to run 24 hours a day, 7 days a week at a much lower cost of operation. They offer a complete turnkey solution, including merchant accounts, web design, SSL certificates, domain names, hosting, and much more. In addition to website design, they offer consulting for Internet programming projects in Java, JSP, PHP, databases, etc.

4555 Lake Forest Dr., Ste. 310 Cincinnati, OH 45242 PH: (513)956-2000 FX: (513)733-8855 E-mail: [email protected] URL: http://www.itelligencegroup.com Contact: Chuck Stahl, Chief Executive Officer Founded: 1999. Staff: 1500. Description: Provides a broad range of consulting services and customer support options including call center, outsourcing and training centers. As an authorized SAP Channel Partner in 16 states, also provide end-to-end mySAP Solutions. Major Partners: SAP; Compaq; Ceyoniq; IBM; Iomotion; Datavision-Prologic; Microsoft

❚ 1804

JANUS ASSOCIATES INC.

ITNET

1010 Summer St. Stamford, CT 06905 PH: (203)251-0200 FX: (203)251-0222 URL: http://www.janusassociates.com Contact: Patricia A.P. Fisher, President

Laburnum House, Laburnum Rd. Bournville B302BD, United Kingdom PH: 44 121 459 1155

Description: Provides information security (InfoSec), business recovery/disaster planning, and computer forensics consulting. Industry experts in computer, information, data, and

❚ 1801

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telecommunications systems security and recovery. InfoSec services include enterprise-wide security reviews (both logical and physical), intrusion detection, penetration testing, vulnerability assessments, design of security architecture, development of related policies and procedures, periodic systems monitoring, and project management/implementation of security solutions, e-commerce and related technologies. Business recovery includes business impact analysis (BIA), contingency/recovery planning, risk mitigation, plan testing and monitoring. Computer forensics responds to issues arising from the need for, and increasing practice of, electronic discovery of evidence. Provides data recovery and chain of custody, consults with attorneys about evidence. Provides data recovery and chain of custody, consults with attorneys about value/usefulness of data recovered, protects organizations through development of record retention/management and record destruction plans, and conducts fraud investigations. Seminars: Law Enforcement - Business Leaders Bridge Project: JANUS Associates sponsors breakfast forums which bring law enforcement and business leaders in the New York City metropolitan area together to build communication bridges in the fight against computer crime. March & October, 1999, and March 2000. Workshops: ‘‘Penetration Testing - Why Executives Just Don’t Get It’’; ‘‘Computer Forensics’’; ‘‘How to Conduct a Business Impact Analysis.’’ Geographic Area Served: Primarily United States, Canada, and Latin America, with offices in the Washington D.C, New York City, St. Louis, San Francisco, and Seattle metro areas.

Description: Provides consulting, designing, programming, launching and marketing of web sites. Helps clients open up their internet selling channel, offer value added services to their existing customer base, Web-enable their product catalog for browsing or e-commerce, and help guide web surfing prospects toward their web site.

❚ 1807

JILANDA SECURESMART LTD. 108 Rowan Rd. London SW165JQ, United Kingdom PH: 44 79 4009 5746 E-mail: [email protected] URL: http://www.jilanda.gobizgo.com Description: Jilanda SecureSmart Ltd. specializes in complete BS7799 Information Security Management System standard compliance, E-Business, Secure E-Commerce and Internet Payment Systems and Information Technology solutions offered through consultants and partners. Major Partners: VeriSign; IBM/Lotus; Microsoft; Net@Phone; Dell; Siemens Commmunications; Richlan Solutions; MOED Consulting; Shangai Johnsons; Simsola; Bitman; ITMEETSLAW; Edutec Computers

❚ 1808

❚ 1805

JKC, INC.

JAVELIN GROUP LTD The Exchange 61-71 Victoria St. London SW1H0HW, United Kingdom PH: 44 207 961 3200 FX: 44 207 961 3299 E-mail: [email protected] URL: http://www.jav.co.uk Contact: Mr. Tony Stockil, Chief Executive Officer Description: Javelin Group is a consultancy and systems integrator in direct retail. They create eCommerce, mail order, and multi-channel retail strategies, plan and implement cost-effective fulfillment solutions and develop technologies and designs for web sites. They offer a complete range of services for retailers, cataloguers, and online merchants covering all aspects of electronic and traditional home shopping.

5822 Bitter Orange Ave. Tampa, FL 33625 PH: (813)265-3885 FX: (813)265-3885 E-mail: [email protected] URL: http://www.jkc.org Contact: Mr. John Kupkovits Description: JKC, Inc. offers management consulting services to the Health care Information Systems Industry in the areas of interim management (specialization at the CIO level), strategic planning, systems integration planning, system selection, system implementation and support, and positioning for the future.

❚ 1809

JOHNSON CONSULTING ❚ 1806

JCM INTERNET MARKETING (JCM) 20 Avon Meadow Ln. Avon, CT 06001 PH: (860)284-9007 TF: 800-355-3219 FX: (860)284-9011 E-mail: [email protected] URL: http://www.jcminternet.com

21 Parliament Ln. Woburn, MA 01801-5323 PH: (781)938-5206 FX: (781)938-1482 E-mail: [email protected] URL: http://www.jconsult.com Contact: Dale Johnson, Owner Description: Firm specializes in E-mail and other Internetrelated services.

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JASON J. JONES WEB DEVELOPMENT INC. 6509 Marsol Rd., Ste. 306 Mayfield Heights, OH 44124 PH: (440)646-0440 E-mail: [email protected] URL: http://www.jjjwebdevelopment.com Contact: Mr. Jason Jones, CEO and Lead Developer

on working with organizations who wish to trade on the Internet, and to explore ideas for new web-enabled enterprises.

❚ 1814

KAISERDIGITAL LTD.

Founded: 2001. Description: Jason J. Jones Web Development is an independent contractor who offers custom Web programming and consulting. They offer custom solutions for companies, individuals, or subcontracting.

1238 Melville St., Ste. 1706 Vancouver, BC, Canada V6E4N2 PH: (604)812-4577 E-mail: [email protected] URL: http://www.kaiserdigital.com Founded: 1998. Description: KaiserDigital Ltd. partners with clients to provide software and consulting services for e-business solutions. Specializes in Microsoft technology to a resource for closed-source and open-source solutions. Expertise ranges from information systems evaluations and re-engineering services to complete implementations, which include systems integration; support and management functions; application development; database warehousing, mining and design; network design; support and information management services.

❚ 1811

JSTARR’S WEB DESIGN 23432 E Lake Kayak Dr., Ste. A Monroe, WA 98272 E-mail: [email protected] URL: http://www.wolfenet.com/˜jstarr Description: Firm offers Web system design. Firm’s web site offers daily Internet tips and marketing ideas.


❚ 1810

❚ 1815 ❚ 1812

KALMAN CONSULTING

JUMP TECHNOLOGY SERVICES 43 Arroyo View Cir. Belmont, CA 94002 PH: (650)245-0034 FX: (509)471-9326 E-mail: [email protected] URL: http://www.kalmanconsulting.com

7633 E 63rd Pl., Ste. 450 Tulsa, OK 74133 PH: (918)252-1122 FX: (918)252-0950 E-mail: [email protected] URL: http://www.jumpfaster.com Founded: 1986. Description: Provides e-Business solutions, Internet marketing, manufacturing solutions, network integration and hosting. Products and services include consulting, custom web development, search engine optimization, positioning, ERP project implementation and Microsoft Windows NT4/2000, UNIX, Cisco, and Sun infrastructure deployment and administration.

Description: Specializes in e-commerce and ERP development. Provides fast and effective services to Fortune 1000 companies in USA and Europe. Major Partners: Siebel; Compaq; Sun Microsystems; Netdynamics

❚ 1816

KALTRONIX ❚ 1813

2500 City W, Ste. 300 Houston, TX 77042 PH: 877-525-8766 FX: 888-467-1864 E-mail: [email protected] URL: http://www.kaltronix.com

JUMPSTART LTD 14 Hooton Way Hooton CH666AH, United Kingdom PH: 44 151 645 9398 E-mail: [email protected] URL: http://www.jumpy.co.uk Founded: 1995. Description: JumpStart is an IT consultancy interested in exploring new technologies. They are interested in how IT can be exploited to improve the way clients do business, and to change the ways we interact with each other.Their Internet Solutions Division focuses

Description: Specializes in solutions and services in wireless, Broadvision, E-Commerce/B2B, ERP and CRM technologies. Provides technical and IT consulting skills, including full responsibility for IT projects and outsourcing engagements. Offers helpwith e-business strategic decisions, including those in designing, installing, and operating tools. Geographic Area Served: United States.

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❚ 1817

KANA 181 Constitution Dr. Menlo Park, CA 94025 PH: (650)614-8300 TF: 800-737-8738 FX: (650)614-8301 E-mail: [email protected] URL: http://www.kana.com Contact: Chuck Bay, Chief Executive Officer and President Description: Kana provides software solutions to e-commerce businesses around the world, helping them to service, market to, and understand their customers.

Description: A strategic management consulting firm providing e-business strategy solutions to financial services companies. Specializes in developing, optimizing, and salvaging e-business initiatives.

❚ 1821

KEANE INC. (KCG) 10 City Sq. Boston, MA 02129 PH: (617)241-9200 FX: (617)241-9507 E-mail: [email protected] URL: http://www.keane.com/index.shtml Staff: 100. Description: Keane Consulting Group (KCG) is the consulting division of Keane, Inc. They uncover their clients’ operational issues and create solutions. KCG work to improve processes that cross business boundaries and delivers ROI opportunities.

❚ 1818

KAON INTERACTIVE INC. 2 Clock Tower Pl., Ste.100 Maynard, MA 01754 PH: (978)823-0111 FX: (978)461-0499 URL: http://www.kaon.com Contact: Richard G. Silton, President and Chief Executive Officer Description: Kaon Interactive Inc. is a 3D content provider that addresses all of the barriers formerly associated with 3D imaging on the Web.

❚ 1822

WARREN KEEGAN ASSOCIATES INC. 210 Stuyvesant Ave. Rye, NY 10580 PH: (914)967-9421 FX: (914)967-8179 E-mail: [email protected] URL: http://www.wkainc.com Contact: Dr. Warren Keegan, President

❚ 1819 Description: Warren J. Keegan Associates, Inc., are specialists in marketing, international business, and strategic management in the digital era. Dr. Warren J. Keegan is founder and president of Warren Keegan Associates, Inc. He is also an author and Professor of Marketing and International Business and Director of the Center for Global Business Strategy at the Lubin School of Business at Pace University where he chaired the e-business curriculum committee task force.

KAROW ASSOCIATES INC. 2208 E Baltimore St. Baltimore, MD 21231 PH: (410)276-4016 E-mail: [email protected] URL: http://www.karow.com Contact: Charles S. Karow Staff: 2. Description: An independent consulting firm specializing in advanced Internet solutions. Partners with companies and organizations to achieve a high rate of return on development dollars. Services include: designing and developing websites, web-based database applications, custom search software and custom Internet server software.

❚ 1820

KASINA LLC 180 Broadway, 9th Fl. New York, NY 10038 PH: (212)349-7412 FX: (212)349-7413 E-mail: [email protected] URL: http://www.kasina.com

❚ 1823

KEENAN VISION INC. 27 Scott Alley San Francisco, CA 94107 PH: (415)420-2965 FX: (415)707-2194 E-mail: [email protected] URL: http://www.keenanvision.com Contact: Vernon Keenan, Internet Analyst & Founder Founded: 1998. Description: San Francisco-based Internet market research firm specializing in electronic commerce. Offers executive consulting services, distributes periodic analysis of daily news events and publishes The Keenan Report, an analysis of current topics in electronic commerce.

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and feedback programs, and help companies develop more effective and profitable customer service strategies.

THE KELSEY GROUP 600 Executive Dr. Princeton, NJ 08540-1528 PH: (609)921-7200 FX: (609)921-2112 E-mail: [email protected] URL: http://www.kelseygroup.com Contact: John Kelsey, President

❚ 1828

KMPINTERNET.COM

Description: A provider of research and fact-based analysis focusing on local advertising and electronic commerce.

❚ 1825

Regent House Heaton Ln. Stockport SK41BS, United Kingdom PH: 44 16 1429 6590 FX: 44 16 1476 0370 E-mail: [email protected] URL: http://www.kmpinternet.com Description: kmpinternet.com consults companies in the areas of e-commerce, e-marketing, portal development, and special online applications. Creates e-business applications that help organizations to make the change from ’bricks and mortar’ to ’clicks and mortar’ business or launch a ’clicks only’ business from scratch. Awards: 2002 Lotus Beacon Award for Best e-Business Solution; 2002 Summit Creative Gold Award for Non-Profit/Government Website; 2002 Summit Creative Silver Award for Other New Media

KEMMA SOFTWARE Blaymore One 1606 Carmody Ct., Ste. 305 Sewickley, PA 15143 PH: (724)933-8810 FX: (724)933-7898 E-mail: [email protected] URL: http://www.kemma.com Founded: 1996. Description: Kemma Softwareis a webbased company that brings comprehensive help desk software to the online community.


❚ 1824

❚ 1829

KNIGHTSBRIDGE SOLUTIONS LLC Citicorp Center 500 W Madison, Ste. 3100 Chicago, IL 60661 PH: (312)577-0210 TF: 800-669-1555 FX: (312)577-0228 URL: http://www.knightsbridge.com Contact: Mr. Roderick Walker, President and Chief Executive Officer

❚ 1826

KEY SOFTWARE PTY. LTD. Level 2, 8 Berry St North Sydney, NSW 2060, Australia PH: 61 289 208 375 FX: 61 289 208 423 URL: http://www.keysoft.com.au Founded: 1989. Description: Key Software implements solutions for companies wanting to market and sell their products over the Internet. Their mission is to provide quality professional network, database and Web Site Services. Key Software was started in 1989 to provide quality software and electronic communications solutions.

Founded: 1994. Description: Knightsbridge Solutions provides information technology consulting and services, including data warehousing and database infrastructure design. Knightsbridge concentrate exclusively on solving complex data problems.

❚ 1830

KNOWLEDGE ONLINE ❚ 1827

28 Bolton St. Mayfair London W1J8BP, United Kingdom PH: 44 87 0010 8600 FX: 44 20 7647 7789 E-mail: [email protected] URL: http://www.knowledgeon-line.co.uk

KINESIS 4013 Stone Way N, Ste. 200 Seattle, WA 98103 PH: (206)285-2900 FX: (206)285-2903 E-mail: [email protected] URL: http://www.kinesis-cem.com Description: Kinesis is a research and consulting company that specializes in "Customer Experience Management." They conduct primary research, build on-going measurement

Description: Knowledge Online consulting company provides e-business solutions for the property and construction industries. Helps develop and implement e-business models that produce real business results through web-based technology. Major Partners: BIW Technologies; BuildOnline;

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CadWeb; Causeway Technologies; Cadenza 3D Ltd.; DPM Systems; Networks Unlimited; Open Systems; Thales Training and Consultancy; Service Point UK.

❚ 1831

KNOWLEDGE RESOURCE Hamilton, ON, Canada PH: (905)527-3499 FX: (905)527-2788 E-mail: [email protected] URL: http://www.knowres.on.ca/ Description: Provides a range of information based services, including the development and creation of web site presentations on the Internet.

❚ 1832

KNOWLEDGE STRATEGIES GROUP 100 Sunnyside Blvd. Woodbury, NY 11797 PH: (516)677-6100 FX: (516)677-6111 URL: http://www.kstrat.com Contact: Cynthia Hollen, CEO

FX: 61 8 8363 9559 E-mail: [email protected] URL: http://www.kontrol.co.au Description: Kontrol Systems is a marketing consultancy assisting manufacturers and distributors of industrial and engineered products in various areas including customer development. Through this service, they can help clients with customer relationship management, retain existing customers, increase sales to existing customers, acquire new customers, focus marketing and sales costs and reduce transaction costs. They can also help clients choose the right CRM software for them, help them implement it, prepare operating manuals and train staff members. Major Partners: Business Architects; Database Factory; Envision; Web Evolution.

❚ 1835

KOOLSTUF INTERNET CONSULTANTS 7900 Old Branch Ave., No. 106 Clinton, MD 20735 PH: (301)449-1200 FX: (301)449-4030 E-mail: [email protected] URL: http://www.koolstuf.com/

Founded: 1995. Description: Knowledge Strategies Group (KStrat) focuses on delivering innovative business solutions. KStrat has introduced industry leaders and professionals to a new way to retail in the Consumer Era. They help their clients to utilize multiple channels including stores, Web sites, kiosks, handheld computers and wireless devices. These channels allow businesses to connect to consumers in more ways than have ever before been possible.

Description: Internet training, hardware and software sales, and homepage design. Seminars: We Make Your Computer Do What You Want It To; Concept to Completion, for All Your Video, Photo and Internet Needs.

❚ 1836

❚ 1833

KORTEK SYSTEMS L.L.C.

KOLACO INC. 6 Hampton Rd. Mendham, NJ 07945 PH: (973)543-2888 FX: (973)543-5339 E-mail: [email protected] URL: http://www.kolaco.com Description: A business technology consulting firm that provides state-of-the-art internet solutions to clients in the financial, construction, insurance, high technology and services sectors, with a strong focus towards e-Commerce. / MJP IBM

❚ 1834

KONTROL SYSTEMS 45 Hackney Rd. Hackney, SA 5069, Australia PH: 61 8 8363 9799

14500 Edgewater Dr. Gregory, MI 48137 PH: (248)471-1141 FX: (248)471-4447 E-mail: [email protected] URL: http://www.kortek.com Contact: Donald Koretz, President Staff: 12. Description: Provides Internet and computer systems development, consulting, and support services. Develops and maintains Internet applications for banking and other industries. Skilled in interface design for software systems, information products, and web sites. Designs, configures, installs, and maintains computer networks (LAN and WAN), including Windows NT, Novell, and Macintosh. Develops computer-based training programs on CD-Rom and Internet. Seminars: Setting Up Internet Banking. Special Seminars: Computer-based training programs; web site design, development and maintenance. Geographic Area Served: United States, Canada, Mexico, and Caribbean.

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PH: (513)792-5700 TF: 800-281-1400 FX: (513)792-5709 E-mail: [email protected] URL: http://www.kramerandassociates.com

EDWARD KOSCIC AND ASSOCIATES 21887 Jonathan Dr. Strongsville, OH 44136 PH: (440)846-1120 FX: (440)846-0959 E-mail: [email protected] URL: http://www.kconsulthealthcare.com Description: Edward Koscic and Associates is a consulting group that searches for the best software to fill the needs of clients in the healthcare industry. They match facilities with software vendors based on their needs using a database of long term healthcare software vendors. In addition, they provide their clients’ staff with the tools to compare each system’s functions.

❚ 1838

Founded: 1988. Description: Kramer & Associates are call center experts that provide call center consulting services that include designing Web-enabled centers and technology solutions; reengineering business processes; defining business requirements for Customer Relationship Management and eCRM; conducting audits, benchmarking, and staffing analyses; managing start-ups and consolidations; and developing performance improvement strategies and call center management programs, including quality assurance procedures and training. Through these services they help clients achieve increased customer loyalty, lowered costs, improved performance, maximized returns on investment, optimized service levels, enhanced customer access, reduced customer wait times, increased first-call resolution and decreased transfers and call backs.

KOVAIR INC. 2880 Stevens Creek Blvd. Ste. 200 San Jose, CA 95128 PH: (408)546-2000 TF: 877-621-6200 E-mail: [email protected] URL: http://www.kovair.com

❚ 1841

KRANTZ ASSOCIATES INC.

Founded: 1999. Description: Kovair offers consulting services covering CRM and strategic relationship management. Major Partners: Siebel; Oracle; Sun; WebEx; NavSite; StageBuilder; Evidian.

31-T Mountain Blvd. Warren, NJ 07059 PH: (908)757-3300 FX: (908)757-0466 E-mail: [email protected] URL: http://www.B2BSmartMarketing.com Contact: Boris M. Krantz, PhD, President Staff: 7. Description: Offers strategic planning for digital marketing and e-business, p relations, advertising, marketing, research, management consulting, telemarketing, and sales/management training for clients in business-to-business, and professional services. Seminars: Sales Management; Market Planning; Pricing; Entrepreneurial Marketing; High Technology Marketing - Creating Differentiation in Product and Services Marketing. Special Seminars: World Wide Web planning, design and hosting. Geographic Area Served: Worldwide.

❚ 1839

KPMG CONSULTING INC. 1676 International Dr. McLean, VA 22102 PH: (703)747-3000 FX: (703)747-8500 E-mail: [email protected] URL: http://www.kpmgconsulting.com Contact: Randolph C. Blazer, Chairman, President and CEO Revenue: US$2,370,000,000. Staff: 9800. Description: Core service is end-to-end eBusiness integration. Services include: Internet Strategy/Branding; Customer Care; Supply Chain; Integrated Enterprise Operations; Wireless Internet; Technology Integration; Network Solutions; Web Architecture; Online Training; and Outsourcing.

❚ 1840


❚ 1837

❚ 1842

KRAUTHAMER & ASSOCIATES INC. 5530 Wisconsin Ave. Chevy Chase, MD 20815 PH: (301)654-7533 FX: (301)654-0136 E-mail: [email protected] Contact: Gary L. Krauthamer, Principal

KRAMER & ASSOC. Bank One Towers 8044 Montgomery Rd. Cincinnati, OH 45236-2921

Description: Provides executive recruitment services, specializing in the transportation, healthcare, consulting, real estate energy industries and e-commerce. Geographic Area Served: United States.

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❚ 1843

❚ 1846

KUMAR ASSOCIATES INC.

LAMAY ASSOCIATES

1004 Cumbermeade Rd. Fort Lee, NJ 07024 PH: (201)224-9480 FX: (201)585-2343 E-mail: [email protected] URL: http://kumarassociates.com Contact: Anand Kumar, President

1465 Post Rd. E Westport, CT 06880 PH: (203)256-3593 FX: (203)256-3594 E-mail: [email protected] Contact: Tom Toner, President

Staff: 5. Description: Offers management consulting in business planning, strategic planning, marketing and market research. Also provides counseling in product development and market entry strategies. Industries served: information technology, e-commerce.

Staff: 3. Description: Offers executive search and recruitment specializing in all areas of direct marketing-both to consumers, business-to-business, and non-profit development. Clients include advertising agencies, retailers, manufacturers of consumer goods, cataloguers, publishers, and Internet/e-commerce entities. Geographic Area Served: United States.

❚ 1844

❚ 1847

STEVE LADD MEDIA CONSULTING

JEFFREY LANT ASSOCIATES INC.

4124 Manila Ave. Oakland, CA 94609 PH: (510)652-3913 E-mail: [email protected]

50 Follen St., Ste. 507 Cambridge, MA 02138 PH: (617)547-6372 FX: (617)547-0061 E-mail: [email protected] URL: http://www.worldprofit.com Contact: Jeffrey Lant, PhD, President

Description: Specializes in helping nonprofits take full advantage of the emerging opportunities presented by the growth of the Internet. Has produced, evaluated, upgraded and promoted a variety of Web sites for a wide range of clients.

❚ 1845

LAGAN TECHNOLOGIES LTD. Lagan Ct. 20 Wildflower Way Belfast BT126TA, United Kingdom PH: 44 28 9050 9300 FX: 44 28 9050 9339 E-mail: [email protected] URL: http://www.lagan.com Founded: 1994. Description: Lagan Technologies focuses on customer relationship management through "customer interaction management" by offering an interaction management software product designed to enable higher levels of customer service across all communication channels. Their software is primarily used for customer-initiated contact by telephone, Internet, email or face to face. This software also enables rapid, high quality customer interactions providing information, processing service requests and facilitating cross-selling and up-selling, which can help organizations personalize their relationships with customers. Major Partners: IBM Business Partners; Consilium Technologies; Vertex Customer Management; Ericsson; Keane; eftia; Cavendish.

Staff: 1. Description: Operates malls on the internet through website. Offers completely automated domain systems for clients worldwide. Owns proprietary traffic-generating software. For complete details, go to http://www.worldprofit.com/autoresponse. Seminars: Presents programs in several areas of business and personal development, including Establishing and Operating Your Successful Consulting Business; Successfully Promoting Your Small Business and Professional Practice; Succeeding in Your Mail Order Business; and Successfully Raising Money for Your Nonprofit Organization from Foundations, Corporations and Individuals; Money Making Marketing: Finding the People Who Need What You’re Selling and Making Sure They Buy It; Getting Corporations, Foundations, and Invidivuals to Give You the Money Your Nonprofit Organization Needs. Special Seminars: Offers businesses and individuals worldwide complete online services, including domanis, traffic-building, website design, automated prospect and customer follow-up.

❚ 1848

LANTE CORP. 600 W Fulton St., Ste. 400 Chicago, IL 60601 PH: (312)696-5000 FX: (312)876-9866 E-mail: [email protected] URL: http://www.lante.com Contact: Mr. Mark Tebbe, Founder and Chairman

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❚ 1849

LATIN-AMERICAN BUSINESS LINK (LABL) 1271 Washington Ave., Ste. 633 San Leandro, CA 94577 PH: (510)481-7089 E-mail: [email protected] URL: http://www.labl.com Contact: Luis Mendoza, Owner Description: Offers international business consulting services focusing on facilitating commercial transactions between US-based high-tech companies, and Latin Americanbased importers, distributors, and agents. Services include: Account Management, Project Management, Market Research, and Trade Missions.

❚ 1850

LEADING RESOURCES INC. 555 University Ave., Ste. 100 Sacramento, CA 95825 PH: (916)565-3500 TF: 800-598-7662 FX: (916)565-3504 E-mail: [email protected] URL: http://www.leadingresources.com

LEADSOURCE CONSULTANTS INC. 1227 Mississauga Rd. Mississauga, ON, Canada L5H2J1 PH: (905)187-6808 FX: (905)278-6863 URL: http://www.leadsource.ca

❚ 1852

LEAHY & ASSOCIATES INC. PO Box 572200 Tarzana, CA 91357-2200 PH: (323)913-3355 TF: 877-784-5681 E-mail: [email protected] URL: http://www.hightechbiz.com Contact: Dr. Robert Brooks, Principal Description: A full service marketing agency specializing in integrated marketing solutions. Products and services include marketing surveys; positioning surveys; strategic & tactical plans ; implementation plans ; management consulting; product brochures; product catalogs; product packaging; product data sheets; direct mail programs; media research; competitive research; complete creative; production and film; media placement; corporate identity; in-house creative; public relations; logos & stationary; annual reports; publications; corporate brochures; corporate videos; trade show booth graphics; concept & design; copywriting; computerized production; illustration/cartoons; computer graphics; Internet home page design; media relations; financial relations; news releases; feature length stories; new product releases; and tracking and clipping.

❚ 1853

LEARNINGTECH.ORG

Description: Specializes in strategic planning, marketing strategy, e-commerce and web strategy, strategic partnering, organizational assessments, core process analysis, new business development, and strategic facilitation. Seminars: Workshops: Straight Talk(tm): Communication for High Performance Teams, Straight Talk(tm): Strategic Decision Making and Problem Solving, Negotiating for Scarce Resources, High Impact Sales(tm), Leadership Success(tm), Straight Talk(tm) Facilitator, Project Manager, Benefits of Diversity, Train the Trainer.

❚ 1851

Founded: 1992. Description: An e-commerce consulting company specializing in intranet and extranet applications, data communications, database management systems, client/ server technologies, distributed systems, LAN/WAN technologies, micros, minis and mainframe platforms, network design and implementation, and application programming.


Founded: 1984. Revenue: US$76,000,000. Staff: 40. Description: Lante can retool retail to e-tail. The Web services company offers consulting, Web site design, and applications integration for creating a variety of online business systems, including Internet marketplaces for business buyers and sellers. The firm’s primary focus is helping its customers integrate their suppliers and business partners into their e-tailing sites. Lante was founded in 1984 to service PC connections to local networks and later began developing client-server applications before shifting focus to the Web services market in 1996.

751 Laurel St., PMB 411 San Carlos, CA 94070 PH: (650)598-0105 FX: (650)598-2879 E-mail: [email protected] URL: http://www.learningtech.org Contact: Mark L. Miller, PhD, President and Executive Director Staff: 12. Description: Research, staff development, consultation, design, software development, user testing, critique and evaluation of content materials and technologies. Applications in all aspect of learning, including K-12, Higher Education, Business Learning (Training), Distance/Distributed Learning, and Lifelong Learning. Assistance in preparation of Technology Plans for Schools. Advice on integration of technology with classroom curricula. Internet design and development of advanced, interactive web sites. Seminars: Variety of staff development for school tech. coordinators, teachers, etc. Special Seminars: Network design, grant proposal preparation, E-Rate applications, technical support. Geographic Area Served: Primarily San Francisco Bay Area willing to travel.

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❚ 1854

❚ 1857

THE LEASIDE GROUP INC. (TLG)

LEXION MANAGEMENT CONSULTANTS

90 Eglinton Ave. E, Ste. 600 Toronto, ON, Canada M4P2Y3 PH: (416)815-8008 FX: (416)815-8009 E-mail: [email protected] URL: http://www.leasidegroup.com Contact: Anthony Picilaidis, President/CEO

3 Royal Ct. Tatton St. Knutsford Cheshire WA166EN, United Kingdom PH: 44 1565 751155 FX: 44 1565 751233 E-mail: [email protected] URL: http://www.lexion-uk.com

Description: A professional services group that provides business and information technology consulting for many diverse organizations including Fortune 500 companies. Specializes in business and technical solutions for the entire Information Technology (IT) infrastructure. Includes planning and development for E-commerce, Enterprise Resource Planning (ERP) applications such as PeopleSoft, Great Plains, and SAP, as well as networking, operating systems and database support.

Description: Lexion is an international management consultancy specializing in change management, e-Business design and implementation and supply chain management. In helping their clients form an, they include advice in the areas of customer relationship management and customer retention in their service.

❚ 1858

LGS GROUP INC.

❚ 1855

LEVERAGED TECHNOLOGY INC. 1155 Metcalfe St., 12th Fl. Montreal, PQ, Canada H3B2V6 PH: (514)392-9193 TF: 877-547-4636 FX: (514)861-4114 URL: http://www.lgs.com Contact: Raymond Lafontaine, President/CEO

Seven Penn Plaza, 5th Fl. New York, NY 10001 PH: (212)453-1000 FX: (212)453-1128 E-mail: [email protected] URL: http://www.lev-tech.com Contact: Jay Fruin, Consulting Sales Description: Leveraged Technology helps clients control costs while maximizing their investment in Customer Relationship Management technology through their CRM Managed Service programs, which allows clients to retain their experts for the analysis, design, development and deployment tasks required to support changing business and CRM technology. Major Partners: Siebel; Clarify; Nortel; ServiceWare.

Revenue: US$215,000,000. Staff: 1900. Description: Provides the following information technology services: systems integration; management advice; business process reengineering; systems architecture, development, and contracting; and outsourcing for all industries, Year 2000 transformation, DateWare Housing, Electronic Commerce, Work Management. Seminars: Offers complete series of methodologies for systems architecture, systems development, project management, business process reengineering, and computer security. Geographic Area Served: North America, Europe.

❚ 1856

LEVERENT CONSULTING

❚ 1859

LGS GROUP INC.

4343 Commerce Ct., Ste. 302 Lisle, IL 60532 PH: (630)955-9555 TF: 877-637-8475 FX: (630)955-0525 E-mail: [email protected] URL: http://www.leverent.com

1155 Metcalfe St., 12th Fl. Montreal, PQ, Canada H3B2V6 PH: (514)861-2673 URL: http://www.lgs.com Contact:. Ed Sammis, Exec. VP & Chief of Operations

Description: Builds e-business solutions for Global 2000 companies, providing end-to-end services to transform traditional business into business on the web. Specializes in using a unique e-business Go2Market methodology coupled with expertise in the area of web services architecture and development.

Staff: 1200. Description: LGS is a full service consulting and systems integration firm, assisting organizations in Canada to meet their business objectives through the deployment of technology-based solutions. They design, build, implement and run the technology solutions that make their clients industry leaders.

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PH: 44 800 092 3441 FX: 44 870 127 4143 E-mail: [email protected] URL: http://www.lightwood.net

LIBERTY NET 3624 Philadelphia, PA 19104 PH: (215)387-6440 FX: (215)387-2333 E-mail: [email protected] URL: http://www.libertynet.org Contact: Robert Lenning, Executive Director Staff: 12. Description: Firm specializes in Internet programming and Web development. Programs include UNIX, Perl, CGI, and GIS.

Description: Lightwood Consultancy’s services include everything a client needs to create, launch and maintain a website. Their specialty is the creation of database-driven websites with extensive experience in building E-Commerce sites, online communities, portals and entertainment sites. They also offer PHP Programming, Web-Database Integration, E-Commerce solutions, Search Engine Positioning and Customer Service Consulting including customer satisfaction surveys.

❚ 1864

❚ 1861

ARTHUR D. LITTLE INC. (ADL)

LIFELIKE GRAPHICS & ANIMATION 7489 Wyngate Dr. Clarkston, MI 48348 PH: (248)625-1751 FX: (248)625-1751 E-mail: [email protected] Description: Firm offers extensive experience in computeraided design, photorealistic rendering and output, 3D animation to diskette, CD-ROM and video, multimedia marketing and sales applications, and 3D Internet content.

❚ 1862

LIGHTHOUSE COMPUTER SERVICES INC. 6 Blackstone Valley Pl., Ste. 205 Lincoln, RI 02865 PH: (401)334-0799 TF: 888-542-8030 FX: (401)334-0719 E-mail: [email protected] URL: http://www.lighthousecs.com Contact: Mr. Tom Mrva, President and Chief Executive Officer

Acorn Park Cambridge, MA 02140 PH: (617)498-5000 FX: (617)498-7200 E-mail: [email protected] URL: http://www.adlittle.com Contact: John Thompson, Chairman of the Board


❚ 1860

Founded: 1886. Staff: 2400. Description: Arthur D. Little, Inc. (ADL) is a consulting firm working to interface the business and the diverse technologies that drive innovation and growth. ADL offers its clients a blend of management and technological expertise. ADL draws on its knowledge and hands-on experience with a wide range of industries worldwide. The firm collaborates with its clients to achieve breakthroughs in practices, products, and processes that lead to competitive advantage and dramatic growth. ADL has offices and laboratories in more than 30 countries.

❚ 1865

LIVE WIRE INC.

Founded: 1995. Description: Lighthouse provides solutions from needs analysis and technical consulting to system implementation and post-installation support to ensure availability, reliability and performance for clients’ e-commerce needs. Lighthouse Computer Services acts as a beacon for companies in need of IT help. The company provides information technology (IT) services to businesses in the New England area. Lighthouse’s services include customization, implementation, data migration, network design, and systems administration.

1032a Commonwealth Ave. Boston, MA 02215 PH: (978)772-4965 FX: (978)772-4967 E-mail: [email protected] URL: http://www.live-wire.net Description: Live Wire offers strategic consulting including Customer Relationship Management strategy creation. Live Wire also specializes in mid-market CRM software implementations and staff augmentation. Their website also offers a CRM library full of articles from authorities in the CRM field. Major Partners: Sales Logix.

❚ 1863

❚ 1866

LIGHTWOOD CONSULTANCY LTD.

LIVEHELPER.COM LLC

148 Forrister St. Longton Stoke-on-Trent ST35XF, United Kingdom

Hughes Center II 3753 Howard Hughes Pkwy., Ste.200 Las Vegas, NV 89109

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qualitative international market research with user-centered design and evaluations to help clients develop products and web sites. Focuses on high-tech and e-commerce industries.

PH: (702)836-8457 FX: (702)892-3950 URL: http://www.livehelper.com Description: Livehelper.com develops customer service tools for websites that enable site visitors to instantaneously communicate with customer service personnel using text chat or voice over IP.

❚ 1867

LIVEPERSON INC. 462 Seventh Ave., 21st Fl. New York, NY 10018 PH: (212)609-4200 FX: (212)609-4201 E-mail: [email protected] URL: http://www.liveperson.com Contact: Robert LoCascio, Chief Executive Officer and Chairman Description: LivePerson is a provider of online sales and customer service solutions that help clients answer customer questions, increase customer satisfaction and build customer relationships.

❚ 1868

LOCALIZATION & CONSULTING SERVICES 616 1st Ave., Ste. 700 Seattle, WA 98104 PH: (206)623-4541 FX: (206)623-4576 E-mail: [email protected] URL: http://www.lcsintl.com/ Contact: Oliver Redon, President Staff: 7. Description: Firm provides localization services that includes software and web site internalization; software and web site localization and testing; documentation authoring, translation, and testing; packaging and marketing documentation translation; desktop publishing; and voiceover.

❚ 1870

LOGICA Stephenson House 75 Hampstead Rd. London NW12PL, United Kingdom PH: 442076379111 FX: 442074687006 URL: http://www.logica.com Description: Logica deliver a portfolio of services, from strategic consultancy and products, to systems integration, solutions delivery and business process outsourcing. They deliever mission-critical, integrated business solutions.

❚ 1871

LOGICOOL INC. 1825 De La Cruz Blvd., Ste. 201 Santa Clara, CA 95050 PH: (408)988-3035 FX: (408)988-5012 E-mail: [email protected] URL: http://www.logicool.com Contact: Andy Beohar, President Staff: 7. Description: Logicool is a consultancy that specializes in building integrated Business-to-Business and Business-to-Consumer ecommerce sites. They have experience in developing scalable ecommerce solutions featuring: extensive catalog management, interactive shopping carts, complete, secure ordering capabilities, B2B exchanges, B2B auctions, back-end ERP and supply chain integration, B2B integration, and customer relationship management. Geographic Area Served: California.

❚ 1872

LOVELY WEB DESIGN ❚ 1869

LODESTONE RESEARCH LLC 1413 W 29th St. Loveland, CO 80538 PH: (970)663-1055 TF: 888-663-1055 FX: (970)663-2595 E-mail: [email protected] URL: http://www.lodestone.com Contact: Dr. Cheryl Flink Founded: 1992. Description: A full-service research and consulting firm. Integrates sophisticated quantitative and

5 Durham Yard London E26QF, United Kingdom PH: 44 207 7390345 FX: 44 207 7390346 E-mail: [email protected] URL: http://www.lovely.net Description: Lovely Web Design is a London based Internet consultancy and solutions company that assists clients with brand creation, management and development, Across-theboard design, programming, hosting and project management. Lovely consultants focus on specification, analysis and solutions, in order to anticipate potential problems and solve them through evaluation and management of complex systems.

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❚ 1876

LT SOLUTIONS

LUCRUM INC.

2330 Marinship Way, Ste. 300 Sausalito, CA 94965 PH: 800-987-5456 TF: 800-358-3005 FX: 888-453-1845 E-mail: [email protected] URL: http://www.livetraining.com

312 Plum St., Ste. 1110 Cincinnati, OH 45202 PH: (513)241-6731 TF: 888-272-5797 FX: (513)241-6731 E-mail: [email protected] URL: http://www.lucruminc.com Contact: Mr. John Bostick, President, CEO

Description: LT Solutions is a web-based training program that help train employees more effectively and efficiently. LiveTraining combines interactive training material with assessment and tracking capabilities, to provide a complete on-line learning solution that can be accessed via the Internet/ Intranet.

Founded: 1993. Description: An independent consulting firm that develops robust e-Business, business intelligence and integrated digital strategies, for manufacturing, healthcare, financial services, and general business, based on economic impact and ROI maturity. Major Partners: Intelliseek; Midwest Manufacturing Solutions; dbaDirect; Microsoft; SalesMax; Cognos. Awards: 2000 INC. 500; 2000 Ernest and Young Entreprenuer of the Year; 1999 INC. 500; 1999 Pinnacle Award; 1998 Ernest and Young Entreprenuer of the Year

❚ 1874

LTD MANAGEMENT ❚ 1877

1230 Pottstown Pke., Ste. 6 Glenmoore, PA 19343 PH: (610)458-3636 FX: (610)458-8039 E-mail: [email protected] URL: http://www.ltdmgmt.com Contact: Thomas W. Craig, President

LUMEN MEDIA SERVICES

Description: Firm provides logistics consulting and services to meet the domestic, import/export, and global needs of businesses, including manufacturers, wholesalers, retailers, distributors, suppliers, transport carriers, forwarders, warehouses, and third-parties. Capabilities include supply chain management/continuous replenishment, warehouse review, outsourcing/third-party logistics analyses, service analyses, operations analyses, systems reviews, distribution network design, reengineering, e-commerce analysis, and tactical and strategic planning. Logistics consulting based on real logistics experience. Seminars: Participate in various seminars and conduct training and provides training upon request. Geographic Area Served: Worldwide.


❚ 1873

The Chantry, High St. Preston Capes Northamptonshire NN113TB, United Kingdom PH: 44 13 2736 1743 FX: 44 87 0164 1071 E-mail: [email protected] URL: http://www.lumen.co.uk Description: Provides e-commerce consultancy, strategy planning, and graphic design for small, medium and large organizations. Services include: consultancy to assess and produce an Internet strategy report, image consultation, corporate image design, rebranding design, and corporate style manuals for use within companies and for third parties.

❚ 1878

LUMINANT WORLDWIDE CORP. 13737 Noel Rd., Ste. 1400 Dallas, TX 75240 PH: (972)581-7000 TF: 888-225-4468 FX: (972)581-7002 E-mail: [email protected] URL: http://www.luminant.com Contact: Michael H. Jordan, Chairman and Director

❚ 1875

LUCID MARKETING 2 N Main St. PO Box 389 Allentown, NJ 08501 PH: (609)208-2150 FX: (609)208-2154 URL: http://www.lucidmarketing.com Founded: 1998. Description: Lucid Marketing develops one-to-one programs and online marketing solutions for web-based companies to enhance their service experience.

Revenue: US$52,100,000. Staff: 1000. Description: An integrated e-business firm that develops online applications and websites for clients. Luminant professionals deliver business value through increased revenue, productivity and customer loyalty. Multidisciplinary client teams inagine and realize successful strategy, creative, technology and marketing solutions for the company’s premier client base.

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❚ 1879

LUMSDEN LIGHTBODY MANAGEMENT CONSULTANTS (LLMC) 65 Bonnington Rd. Edinburgh EH65JQ, United Kingdom PH: 44 131 555 3727 FX: 44 131 555 3799 E-mail: [email protected] URL: http://www.llmc.co.uk Contact: Mr. Chris Fraser Founded: 1990. Description: LLMC is a Scottish-based, independent firm of management consultants specializing in the provision of impartial advice on Information Systems. Founded in 1990, the Firm specializes in providing advice about Information Technology in industries where its consultants have knowledge and experience.

FX: 44 20 7383 4522 E-mail: [email protected] URL: http://www.maconconsulting.com Founded: 1992. Description: Macon Consulting is a database marketing consultancy with an emphasis in promoting strong customer relationship management. Their range of products and services are designed to enhance a client’s customer relationships and increase their company’s profit. Through their blend of independent advice, statistical expertise and marketing analysis know-how, they can ensure client’s a proper return on their marketing investment; acquire, develop and maintain essential customer relationships; help establish the best practices within their organization; and create a culture of evaluation and learning, allowing the client to continue improving and refining their marketing approach.

❚ 1883

MADDEN CONSULTANTS CORP.

❚ 1880

LYNK SOFTWARE INC. PO Box 1133 Maywood, NJ 07607 PH: (201)226-0622 E-mail: [email protected] URL: http://www.maddenweb.com

PO Box 5498 Scottsdale, AZ 85261 PH: (480)998-1933 FX: (480)998-4979 E-mail: [email protected] URL: http://www.lynksoftware.com Contact: Roy H. Kingsley, President Description: Lynk Software provides software solutions to help e-commerce businesses with quality assurance, customer relationship management (CRM) and Internet communications applications.

Description: Madden Consultants help small businesses to have a web presence. They offer design and hosting packages that allow clients to include their web presence in their marketing budget.

❚ 1884

MADISON TECHNOLOGY GROUP ❚ 1881

LYNX GROUP 269 Banbury Rd. Oxford 0X27JF, United Kingdom PH: 441865310150 FX: 441865310499 E-mail: [email protected] URL: http://www.lynx-group.co.uk Contact: Ms. Julia Hughes, Senior Consultant Description: Lynx Group is an information technology (IT) specialist. They provide financial software and IT services to independent financial advisers. The company also offers an electronic trading platform through which users can compare quotes, buy products for their clients, and receive news and information.

❚ 1882

MACON CONSULTING LTD. 70 Grafton Way London W1T5DT, United Kingdom PH: 44 20 7554 5100

600 17th St., Ste. 950 South Tower Denver, CO 80202-5402 PH: (303)634-2299 FX: (419)818-6171 E-mail: [email protected] URL: http://www.madisontg.com Description: Madison Technology Group is a management and information technology consulting organization specializing in leading and managing complex application software and systems integration projects with expertise in defining, designing and implementing Customer Relationship Management and Enterprise Resource Planning solutions. They help clients build stronger customer relationships and deliver consistent service while driving down the total cost of ownership through greater productivity and reduced costs. Their solutions help improve customer satisfaction through all channels. They help clients maximize customer loyalty and profitability by capitalizing on every customer interaction and increase the quality of service provided to their customers while building a better repository of customer information. Their service center automation solutions deliver operational efficiencies in the call center, help desk, field service, contract management and asset management areas. Major Partners: Peregrine Systems; Clarify; Siebel.

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URL: http://www.tmng.com Contact: Grant G. Behrman, Chairman

MAINSPRING

Revenue: US$4,600,000. Staff: 275. Description: A leading provider of strategy, management, marketing, operational and e-business consulting services to the global telecommunications industry.

1 Main St. Cambridge, MA 02142 PH: (617)588-2300 TF: 888-588-1066 FX: (617)588-2305 E-mail: [email protected] URL: http://www.mainspring.com Contact: John M. Connolly, Chairman, President, and CEO

❚ 1889

M.A.PARTNERS

Revenue: US$7,000,000. Staff: 160. Description: An estrategy consulting firm. Services help companies rapidly develop and execute profitable Internet strategies.

❚ 1886

90 Park Ave., Ste. 1700 New York, NY 10016 PH: (212)858-7553 FX: (212)858-7555 E-mail: [email protected] URL: http://www.ma-p.com Founded: 1996. Description: m.a.partners is a management consulting firm servicing the global capital markets and e-Finance marketplace with services focused on business strategy, operations management and technology management. Through their business strategy service, clients can find help in improving all areas of their strategy including customer service.

MAJESCO COMPUTER RESOURCES 1420 Jamike Ln., Ste. 7 Erlanger, KY 41018 PH: (606)283-6777 FX: (606)283-6770 E-mail: [email protected] URL: http://www.majesconet.net Contact: Mark A. Seifried, General Manager


❚ 1885

❚ 1890 Revenue: US$2,000,000. Staff: 20. Description: Business consultants specializing in network, business directional and software development, group and individual training, Internet access and home page design, accounting systems sales and installation, and custom database design.

❚ 1887

MAKE-A-STORE INC. (MAS)

Founded: 1994. Description: Offers end-to-end e-commerce solutions including shopping cart and auction functionality in one package. Provides e-commerce and custom software solutions for businesses of all sizes. Specializes in the areas of Business Development, Application Development, e-Strategies and Initiatives, and Product Branding.

MANAGEMENT NETWORK GROUP INC. 7300 College Blvd., Ste. 302 Overland Park, KS 66210 PH: (913)345-9315 FX: (913)451-1845 E-mail: [email protected]

4 Felstead Gardens, Ferry St. London E143BR, United Kingdom PH: 44 20 7987 7711 FX: 44 20 7537 1119 E-mail: [email protected] URL: http://www.marancourt.com Description: Marancourt provide consultancy services covering all aspects of Information Technology, and non-IT related management consultancy services covering the whole field of business management. The breadth and depth of their Business, Management, and Technical expertise provide a powerful set of tools to help make any organization more effective.

PO Box 180808 Boston, MA 02118-0808 PH: (614)622-4007 TF: (866)962-7462 URL: http://www.makeastore.com

❚ 1888

MARANCOURT LTD.

❚ 1891

MARINER SYSTEMS INC. (MSI) 1670 S Amphlett Blvd., Ste. 300 San Mateo, CA 94402 PH: (650)655-4000 TF: 800-796-6581 FX: (650)655-2660 E-mail: [email protected] URL: http://www.marsys.com Contact: Neil Park, President/CEO Founded: 1982. Description: Delivers hosted applications management and core technology solutions to global businesses. Major Partners: MetiLinx.

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❚ 1892

❚ 1895

MARKET AMERICA WEBCENTER

MARKETING OPTIONS

PO Box 101 Claymont, DE 19703 TF: (866)WEB-HELP E-mail: [email protected] URL: http://www.mawebcenters.com Contact: Mr. James Groner

1565 Mapleton Dr. Dayton, OH 45459-5010 PH: (937)436-2648 FX: (937)436-6156 E-mail: [email protected] URL: http://www.moptions.com Contact: Barbara Weber Castilano, Owner/President

Description: Market American Web Centers offers an easy way to start a website, or re-deploy an existing website for a small to medium sized business, home-based business, or association. Their website design and development offers hosting of the site, development of the content, and if desired, E-commerce credit card processing, and up to 2000 product catalog.

Staff: 3. Description: Provides marketing plan development including budgeting, pricing, and strategic program development; marketing feasibility studies using primary and secondary research methods to determine marketing and sales opportunities/obstacles; promotional programs, development and administration of sales, trade and consumer promotions, including premiums and rebates; direct mail campaigns and membership drives; sales presentations, advertising, public relations, Internet consulting and website development. Industries served: consumer, industrial, services including computer system integrators, auxiliary equipment manufacturing, robotics manufacturing, contract paralegals, training firms, tax, consumer durable manufacturing, lumber millwork, and plastics industry. Special Seminars: Specializes in having the resources and experience to meet all of the client’s marketing needs; from program development to analyzing data to conducting research. Utilizes the Internet to assist on lead generation and research. Firm is prepared to assist in short- or long-term projects. Geographic Area Served: United States.

❚ 1893

MARKETING ANSWERS & SOLUTIONS LTD. 19 Madeira Rd. Palmers Green London N135SR, United Kingdom PH: 44 20 8882 5127 FX: 44 20 8882 5113 E-mail: [email protected] URL: http://www.marketinganswers.co.uk

❚ 1896

THE MARKETING PROCESS CO. Description: Marketing Answers and Solutions is a GoldMine (mid market Customer Relationship Management software) reseller dedicated to providing clients with long-term sales, marketing and customer service productivity benefits through its software solutions. They provide clients with implementation, consultancy and training on the software package and provide helpdesk and technical support.

❚ 1894

MARKETING BEST PRACTICE Chiltern House Thame Rd. Haddenham Buckinghamshire HP178BY, United Kingdom PH: 44 1844 295855 E-mail: [email protected] URL: http://www.marketingbestpractice.com Description: Marketing Best Practice offers market-focused consultancy specializing in strategic marketing planning, key account management, marketing value added and customer relationship management. They have addressed large-scale CRM issues for companies in financial services, retailing, telecommunications, IT and industrial products and services.

Grenville Court, Britwell Rd. Burnham SL18DF, United Kingdom PH: 44 1628 662767 FX: 441628 662685 E-mail: [email protected] URL: http://www.TheMarketingProcessCo.com Contact: Prof. Malcolm McDonald, Chairman Founded: 1994. Description: The Marketing Process Company is a specialist strategic consultancy that focuses exclusively on development and delivery of market led strategies and market led planning processes. These processes are all rigorously researched in terms of their effectiveness and are all supported by software tools which allow the rapid development and implementation of effective, consistent marketing strategies and plans. The Marketing Process Company’s marketing software products and consulting services have been developed in conjunction with Professor Malcolm McDonald of Cranfield School of Management.

❚ 1897

MARKETSOFT CANADA 98 Rockcliffe Rd. Hamilton, ON, Canada L9H7H3 PH: (905)689-7574

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Description: Firm specializes in web site design, multimedia development and e-commerce solutions, which are forged from our creative knowledge to meet your company’s needs and expectations. Offers an understanding of effective Internet marketing. Special Seminars: Web site design, Multimedia Development, Computer Animation, Custom InternetBased Database Applications and Solutions, Contact/Lead Management & Sales Training Software, Corporate CDROMs. Geographic Area Served: Worldwide.

❚ 1898

MARLABS 3900 Park Ave., Ste. 108 Edison, NJ 08820 PH: (732)767-1710 FX: (732)767-1720 URL: http://www.marlabs.com Founded: 1996. Description: Marlabs Inc. is a global provider of information technology solutions and consultancy. Their expertise spans application software development and package software implementation through system life-cycle project responsibility. Their e-commerce solutions include web application design, development, deployment and hosting. Marlabs focus is managing projects of various sizes in healthcare and E-commerce/Web related industries. They provide B2B E-commerce and other Internet-based database development and maintenance projects for health, financial, environmental, and communication industries.

❚ 1899

Founded: 1996. Staff: 65. Description: MATRAnet is a provider of Internet security software solutions that enable companies to provide better customer service by providing the company and customers with a secure relationship over the Internet. They offer pre-sales service, installation support and post-sales support. Major Partners: Baltimore; Gemplus; Certplus; Sun; Sinequa; Masa.

❚ 1901

MAXIMUS PTY LTD. PO Box 446 Paddington, NSW 2021, Australia PH: 61 079 922 042 E-mail: [email protected] URL: http://www.maxiums.com.au Description: Through onsite analysis, discussion and consulting, Maximus will examine the client’s business processes, financial targets, organizational structure and culture and technical infrastructure within their contact center to provide the foundation for new initiatives, strategies and resources, which supports their goals in improving customer service and support.

❚ 1902

MBS ONLINE Kestrel Business Centre Private Rd. No. 2 Colwick NG42JR, United Kingdom PH: 44 115 987 4744 FX: 44 115 987 4990 URL: http://www.mbsonline.co.uk

607 John’s Dr. Moosic, PA 18507-1401 PH: (570)348-4992 E-mail: [email protected] URL: http://www.maros.com/ecommerce

Description: MBS Online, help clients to operate in the digital economy by assisting with: developing a web strategy, design and construction of your website, domain registration, and monitoring and maintaining your site. MBS can help clients to develop a system to manage their company policies and procedures, on-line training manuals, human resources needs, reports and records, employee support information and more

Description: Maros Computer Consultants can take care of all e-commerce needs. From a simple e-mail order form to the most intricate shopping cart with credit card processing.

❚ 1903

MAROS COMPUTER CONSULTANTS


TF: 888-822-3338 E-mail: [email protected] URL: http://www.marketsoft.ca Contact: Gary Skrzek, President

MC INFORMATICS ❚ 1900

MATRANET Velizy Valley 18 rue Grange Dame Rose F-78147 Velizy Cedex, France PH: 33 134 58 44 00 FX: 33 134 58 44 99 E-mail: [email protected] URL: http://www.matranet.com

720 S Colorado Blvd., Ste. 610 Denver, CO 80246 PH: (303)759-5511 URL: http://www.mcinformatics.com Description: MC Informatics is a health care information system management and technical services company that provides technological, operational, management, and service-based solutions. They specialize in strategic IT planning; systems analysis, selection, implementation and integration; network design; and IS outsourcing.

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❚ 1904

MCBA INC. 1500 Perimeter Pky., Ste. 400 Huntsville, AL 35806 PH: (256)890-2000 TF: 888-884-6222 FX: (256)722-5710 E-mail: [email protected] URL: http://www.mcba.com Contact: Mike Gunnells, President & Chairman Description: A leading provider of comprehensive, smart e-business solutions. Focusing on the design and implementation of e-business and e-commerce solutions, custom business applications, network security, and training. Major Partners: IBM; Lotus; Microsoft; AT&T; Symantec; Electronic Commerce Systems, Inc.; Citrix; Integrity Online; NCD; Qwest

TF: 888-337-7527 FX: (605)238-1667 E-mail: [email protected] URL: http://www.mcknightpartners.com Description: Business and market development company specializing in E-commerce, web site development and hosting.

❚ 1908

MCMILLAN AND DOOLITTLE, LLP 350 W. Hubbard St., Ste. 240 Chicago, IL 60610 PH: (312)822-9145 FX: (312)822-9162 E-mail: [email protected] URL: http://www.mcmillandoolittle.com

❚ 1905 Founded: 1986. Description: McMillan|Doolittle are strategy development specialists. They are experienced in guiding companies through the strategic planning process to achieve fresh insights and solutions.

MCFAYDEN CONSULTING 8230 Old CourtHouse Rd, 5th Fl. Vienna, VA 22182 PH: (703)226-3800 FX: (703)821-4005 E-mail: [email protected] URL: http://www.mcfadyen.com

❚ 1909

Description: McFadyen Consulting offers web personalization, e-commerce, content management, online storefronts, electronic document, workflow management and more They have been providing IT solutions integration for over a decade. McFadyen Consulting’s services include eBusiness solutions, content management, ERP integration, 3-tier architecture, object-oriented development, supply chain integration, and electronic workflow automation.

❚ 1906

MCISSAC COMPUTER SOLUTIONS 22 Falcon Dr. Attleboro, MA 02703 PH: (508)222-1274 FX: (508)222-1274 E-mail: [email protected] URL: http://www.mcisaac.net

MEASURE-X 6227 N 15th St. Phoenix, AZ 85014 PH: (602)230-2579 TF: 888-644-5499 FX: (602)230-0035 E-mail: [email protected] URL: http://www.measure-x.com Description: Measure-X provides solutions to increase customer satisfaction, properly train employees, develop management skills, build team players, track internet activity and sales, reduce employee turnover, evaluate performance, increase productivity and develop e-customer satisfaction.

❚ 1910

MEGABYTE SOFTWARE SYSTEMS LTD. Description: McIsaac Computer Solutions is a full service computer services company, committed to providing Web hosting, Web Site Development, and Intranet / Extranet Application Development whether designed as stand-a-lone applications, web applications or both.

❚ 1907

MCKNIGHT PARTNERS INC. 1805 NW 38th Dr. Gainesville, FL 32605 PH: (352)337-7527

29 Castle Crescent Reading RG16AQ, United Kingdom PH: 44 118 958 7492 FX: 44 118 954 2756 E-mail: [email protected] URL: http://www.megabytesoftware.co.uk Description: Megabyte Software Systems Limited is a consultancy comprised of web site designers and e-commerce consultants. They provide interactive database Dr.n websites, Flash animations, database consultancy, interactive websites, Megabyte, and Cold Fusion.

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❚ 1914

MELILLO CONSULTING INC. (MJM)

MENTOR CONSULTANTS INC.

285 Davidson Ave., Ste. 202 Somerset, NJ 08873 PH: (732)563-8400 TF: 800-832-6656 FX: (732)563-8450 E-mail: [email protected] URL: http://www.mjm.com

PO Box 489 Concordville, PA 19331 PH: (610)566-4004 E-mail: [email protected] URL: http://www.mentormail.com

Description: A full-service integrator that focuses on bringing businesses to the Internet and managing the supporting infrastructure. Assists clients with building, managing, securing, and optimizing eBusiness sites, utilizing the latest technologies, enterprise management and business intelligence tools. Major Partners: Hewlett Packard; Sun Microsystems; Oracle; Microsoft

Description: Offering consulting services in the following areas: application development, mainframe systems, system analysis, Internet, conversions, and database design.

❚ 1915

MERCURY NEW MEDIA 518 N Tampa St., Ste 220 Tampa, FL 33602 PH: (813)227-9595 FX: (813)225-1790 E-mail: [email protected] URL: http://www.mercurynewmedia.com/

❚ 1912

MEMBERSHARE CONTENT AND COMMUNITY SOLUTIONS 1851 Alexander Bell Dr., Ste. 301 Reston, VA 20191 PH: (703)391-5900 TF: 888-335-7990 FX: (703)860-8098 E-mail: [email protected] URL: http://www.mymembershare.com

Description: Mercury New Media’s foremost goal is to establish enterprise-focused Internet presences. The foundation of any Internet presence is the construction and maintenance of an attractive, interactive, and highly functional Web site.

Description: MemberShare Content and Community Solutions is a Virginia based company that provides e-commerce and e-business consulting, Internet application development. We provide tools to empower these communities to communicate and work better. They also provide tools to protect these communities from unwanted or unnecessary participation.

❚ 1916

❚ 1913

MEMETRIC SYSTEMS 1605 Boylston Ave., Ste. 300 Seattle, WA 98122 PH: (206)985-7171 FX: (206)985-8484 E-mail: [email protected] URL: http://www.memetricsystems.com Contact: Don Pickering, President and Chief Executive Officer Description: Memetric Systems strives to help businesses succeed by generating leads, capturing data, leveraging customer intelligence and delivering online personalized communications. Through their customer intelligence service, collected customer data is used to provide personalized marketing to customers to achieve cost-effective customer acquisition and customer retention rates. Major Partners: Direct Resources Group; Sightward.


❚ 1911

MERIDIAN IT SOLUTIONS INC. 425 Martingale Rd., Ste. 500 Schaumburg, IL 60173 PH: (847)592-3900 FX: (847)517-4151 E-mail: [email protected] URL: http://www.meridianitsolutions.com Contact: John Freres, President Description: Meridian IT Solutions is a web-based company that deals with system consultation and design, hardware supply, and solution implementation for mid to large customers to help ensure customer satisfaction and retention using online services.

❚ 1917

META GROUP INC. 208 Harbor Dr. PO Box 120061 Stamford, CT 06912-0061 PH: (203)973-6700 FX: (203)359-8066 URL: http://www.metagroup.com Contact: Dale Kutrick, President/CEO

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Revenue: US$99,683,000. Staff: 567. Description: Offer consulting services that addres clients’ business and technology challenges, including, but not limited to, the selection, planning and integration of CRM systems, strategic outsourcing support, adaptive infrastructure planning to effectively use Internet/Intranet technology and using business intelligence to maximize the results of an enterprise’s Internet strategy. Seminars: List of seminars and workshops available from firm upon request. Geographic Area Served: Worldwide (4 U.S. locations and 14 international offices).

❚ 1918

METRO INFORMATION SERVICES 702 Lisburn Rd. Camp Hill, PA 17011-7423 PH: (717)763-5611 FX: (717)763-4387 URL: http://www.metrois.com

❚ 1921

MICROBANKER INC. PO Box 708 Lake George, NY 12845 PH: (518)745-7071 FX: (518)745-7009 E-mail: [email protected] URL: http://www.microbanker.com/ Description: Provides online searches for software programs, software vendors, and consultants to aid businesses with their operations in retail banking, back office accounting, remote banking, electronic commerce, home banking, electronic bill payment, Internet banking, smart cards, and digital cash.

❚ 1922

MICRODYNE OUTSOURCING INC.

Staff: 2500. Description: Computer and data processing consulting firm specializing in development and support of client application systems and e-commerce. Geographic Area Served: Central PA and Northern MD.

23610 Telo Ave. Torrance, CA 90505 TF: 800-792-6567 E-mail: [email protected] URL: http://www.microdyne.com Contact: John M. Oakes, President

❚ 1919

Founded: 1991. Description: Microdyne Outsourcing Inc. offers online support solutions to the high technology industry, including contact center, help desk, E-support, supply chain management and reverse logistics/depot repair services.

MIKE MEYER CONSULTING (MIMECO) Ortenburgstr. 6 81477 Munich, Germany PH: 49 89 785 860 96 FX: 49 89 785 860 97 E-mail: [email protected] URL: http://www.mimeco.com/welcome.htm Description: Mike Meyer is an E-commerce consultant based in Germany. Mike Meyer Consulting help companies who want to participate in the coming German E-Commerce explosion but don’t have adequate knowledge of the market. Mike Meyer is an independent consultant with several years of experience designing and implementing E-Commerce systems in Germany.

❚ 1923

MICROSOFT BCENTRAL 1 Microsoft Way Redmond, WA 98052 TF: (866)223-6872 URL: http://www.bcentral.com Description: Microsoft bCentral helps smaller companies host or build a successful online business presence, improve customer marketing, deliver sales and service and manage business operations.

❚ 1920

MI SERVICES GROUP

❚ 1924

3 Hutton Center Dr., Ste. 625 Santa Ana, CA 92707 PH: (714)434-9023 E-mail: [email protected] URL: http://www.mi-services-group.com Description: Mi Services Group is an international provider of consulting services and IT solutions for manufacturing companies. They provide a variety of services and solutions including e-Business consulting and have helped develop customer relationship management systems.

MICROSOFT GREAT PLAINS SOFTWARE INC. One Lone Tree Rd. Fargo, ND 58104 PH: (701)281-6500 TF: 800-456-0025 FX: (701)281-6868 E-mail: [email protected] URL: http://www.greatplains.com Contact: Michael J. Olsen, Senior Vice President

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relationship management issues. They help clients optimize their contact centers and improve customer service through assessing, designing and building or reengineering contact centers and teaching clients over the course of the project.

❚ 1928

❚ 1925

MILL CITY MARKETING

MIDWAVE CORP. 5100 Gamble Dr., Ste.394 Minneapolis, MN 55416 PH: (952)593-1942 FX: (952)593-9716 E-mail: [email protected] URL: http://www.millcitymarketing.com Contact: Gary Kopacek

1460 Lake Dr. W Chanhassen, MN 55317 PH: (952)279-5600 FX: (952)279-5601 E-mail: [email protected] URL: http://www.midwave.com Contact: Mr. Jim Leslie, CEO Founded: 1999. Description: Provides end-to-end business technology solutions to mid-sized companies. Specializing in the assessment, architecture, and deployment of information technology solutions that maximize the availability of critical information while minimizing the risk and liability of security lapses. Major Partners: Check Point; Hewlett Packard; Oracle; Sun Microsystems; Cisco Systems; EMC2; Internet Security Systems; Nokia; RSA; Stonesoft;Veritas

Founded: 1997. Description: Mill City Marketing provides web-based customer surveys that improve CRM decisions and benchmark CRM performance.

❚ 1929

MILLENIUM3 ECOMMERCE INC. 1250 W Rene-Levesque Blvd., Ste. 2200 Montreal, PQ, Canada H3B4W8 PH: (514)989-3710 FX: (514)994-6763 E-mail: [email protected] URL: http://www.millenium3-ecommerce.com Contact: Mr. Rene Bastien

❚ 1926

MIDWEST COMPUTER CONSULTANTS LTD. (MWCC) Shiretown House 41/43 Broad St. Hereford HR49AR, United Kingdom PH: 44 143 226 3222 FX: 44 143 226 3555 E-mail: [email protected] URL: http://www.mwcc.com


Description: Great Plains Business Solutions address the following web-based business needs: Customer Relationship Management, E-commerce, Human Resources, Manufacturing, Project Accounting, Supply Chain Management, Accounting and Finance.

Description: Assists clients in defining, specifying, managing and implementing technology-based products and services on the Web.

❚ 1930

Description: MidWest Computer Consultants specialize in e-commerce. They work throughout the UK and Western Europe. Their consultants typically have application skills in the areas of distribution channels, Internet workflow, security, multi media, network linkages, EDI, application servers, Digicash, database management systems, directory services, interactive TV, In-Flight terminals, Smart Cards, and Kiosks.

MINDFRAME INC. 212 3rd Avenue North Minneapolis, MN 55401 PH: (612)204-0320 FX: (612)204-0319 E-mail: [email protected] URL: http://www.mindframe.com Founded: 1996. Description: Mindframe Inc. is a provider of custom solutions for e-commerce and dynamic, database driven Web publishing projects. Their services range from basic web page design and programming to complex database design and integration of existing business systems.

❚ 1927

MIKAEL BLAISDELL & ASSOCIATES INC. 1335 Caroline St. Alameda, CA 94501 PH: (510)865-4515 FX: (510)865-5098 E-mail: [email protected] URL: http://www.mblaisdell.com

❚ 1931

MINDSEYE INC.

Description: Mikael Blaisdell & Associates has worked with a wide variety of clients helping them to resolve customer

51 Melcher St., 7th Fl. Boston, MA 02210 PH: (617)350-0339

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FX: (617)350-8884 E-mail: [email protected] URL: http://www.mindseye.com

E-mail: [email protected] URL: http://www.mission-consulting.com Contact: Dorothy Curran, Managing Partner

Founded: 1996. Description: E-commerce consulting company, designer, developer and integrator of web applications. Awards: ‘‘Top Integrator’’ Award from VAR magazine; 2001 Digital Industry’s ‘‘Best Web-Dev On A Big Budget’’; 2001 New England Web Design Award’s ‘‘Best Entertainment Site’’ for Adventure Sports Network AZN.com; Fordham Foundations ‘‘Best of the Web 1999’’; ‘‘Outstanding Web Site Web Award’’ Web Marketing Association

Founded: 1984. Description: Mission Consulting specializes in projects in the categories of Financial and Management Decision Support Practice, Marketing and Sales Management Practice and Information Technology, Software and Communications Practice. Under their marketing and sales management series, they provide clients with consulting in customer acquisition for business, consumer and e-Markets and customer relationship development for customer service quality benchmarking, improvement and training.

❚ 1932

MINERVA INTERNATIONAL TRAINING & CONSULTING LTD.

❚ 1935

Threshers Barn Stantonbury Park Offices Wolverton Road, Great Linford Milton Keynes MK145AT, United Kingdom PH: 44 1908 576800 FX: 44 1908 576801 E-mail: [email protected] URL: http://www.customerimpactpartnership.com

Sterling House, High St. Crawley RH101GE, United Kingdom PH: 441293440022 FX: 441293433233 E-mail: [email protected] URL: http://www.m-testing.com

Staff: 17. Description: Minerva International Training & Consulting Ltd. aims to increase each client’s company’s performance by making the most of every customer interaction, whether it is via a website, over the telephone or faceto-face.

MISSION TESTING

Description: Mission Testing offers testing and validation services for Web sites and e-commerce systems. Mission Testing is the most comprehensive, fastest growing testing solutions provider in the UK. Their consultancy division provides clients with pragmatic solutions. They offer: test strategy design, test planning, test management, test execution, health checks, automated test tool evaluation and implementation, performance testing, and e-commerce testing and test lab services.

❚ 1933

MIRACLE STUDIOS INC. ❚ 1936 24 Auburn Way S, Ste. 2A Auburn, WA 98002 TF: 877-999-6472 FX: (253)939-6938 E-mail: [email protected] URL: http://www.miraclestudio.com Contact: Mr. Christopher Miller, Founder Founded: 1997. Description: Miracle Studios, Inc. offers Internet consulting services and web page design for small business owners and professionals. Miracle Studios provides SiteMax, a website management system for companies requiring a service where they can update their own website. They enable their customers to respond quickly to change and maximize their visibility by means of various web based tools.

❚ 1934

MISSION: A CONSULTING GROUP 29 Burr Farms Rd. Westport, CT 06888-3818 PH: (203)227-9475 FX: (203)227-6512

MLD TECHNICAL CONSULTANTS 151 San Andreas Dr. Novato, CA 94945 PH: (415)898-7532 FX: (415)898-9363 E-mail: [email protected] URL: http://www.mld.com/ Description: Assists businesses create a national and international presence, disseminate information, and market their products and services on the Internet by providing Web marketing, training, and consulting services. Seeks directories on the Web for possible links for a high profile in cyberspace for businesses. Web marketing makes use of such features as frames, Java script, audio and 3D, allowing the home page made interactive with image maps and forms. Figures and graphs representing access of your home page can be provided on a regular basis. Provides hosting and maintenance services, and promotes by announcing the home page in appropriate newsgroup(s) and registering it on popular search engines of the Internet. Offers training, which includes attaching binary files to e-mail, decoding and viewing graphics attached to e-mail, searching for, retrieving, and unzipping files, searching for e-mail addresses of individuals or company domain names, exploring government

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❚ 1939

MODIS SOLUTIONS 400 Southpointe Plz., Plz. 1, Ste. 200 Canonsburg, PA 15317 PH: (724)745-4900 FX: (724)745-5960 URL: http://www.modisit.com Contact: Marion V. Geruschat, Vice President Description: Provides companies with trained IS managers, engineers, programmers and analysts who receive ongoing education in the newest IS technologies. Consultancy for open system, client/server development, including SAP, BAAN, Oracle and Peoplesoft, J.D. Edwards, as well as EDI and electronic commerce. Geographic Area Served: Worldwide.

❚ 1940

MONDIAL LTD.

❚ 1937

MMPOWERED COMMUNICATIONS

10 E 53rd St., 30th Fl. New York, NY 10022 PH: (212)317-0903 FX: (212)755-2440 E-mail: [email protected] URL: http://www.mondialltd.com Contact: Jayesh Punater, President/CEO

303 Collins St. Melbourne, VIC 2000, Australia PH: 61 3 9620 7077 FX: 61 3 9620 7277 E-mail: [email protected] URL: http://www.mmpowered.com.au Contact: Ms. Kathy Barakis Description: mmpowered communications is an internet consultancy specializing in integrating the web with the strategic direction of a corporation. mmpowered communications has developed a number of e-commerce solutions for clients. Online ordering systems can be built to use ‘‘shopping basket metaphors’’ (add items to a shopping basket and continue browsing). Back of house, the ordering system can be set up to feed purchase orders into the client’s existing sales and inventory systems or to request real-time online credit card payment authorization. For a distributed company, orders can be routed to the most appropriate branch. mmpowered has also provided advanced real-time client authentication and secure communication using clientside digital certificates for sites that require extra security.


and academic resources, assimilating to the Usenet culture, and discovering WWW resources. Assists businesses create a national and international presence, disseminate information, and market their products and services on the Internet by providing Web marketing, training, and consulting services. Seeks directories on the Web for possible links for a high profile in cyberspace for businesses. Web marketing makes use of such features as frames, Java script, audio and 3D, allowing the home page made interactive with image maps and forms. Figures and graphs representing access of your home page can be provided on a regular basis. Provides hosting and maintenance services, and promotes by announcing the home page in appropriate newsgroup(s) and registering it on popular search engines of the Internet. Offers training, which includes attaching binary files to e-mail, decoding and viewing graphics attached to e-mail, searching for, retrieving, and unzipping files, searching for e-mail addresses of individuals or company domain names, exploring government and academic resources, assimilating to the Usenet culture, and discovering WWW resources.

Founded: 1994. Description: A designer and developer of custom applications and provider of consulting services for various business and IT needs on a global basis. Major Partners: Lotus; Mercury Interactive; ADP; Lightbulb Press; IBM; Culpepper; Oracle; Javelin Technologies, Inc.; PVA International; Zacks.com; Rational; Walsh-Lowe/Consulting Group, LLC; IBM; Macromedia. Awards: Winner ‘‘Top Integrator’’ Award from VAR magazine; Winner 2001 Digital Industry’s ‘‘Best Web-Dev on Big Budget’’; Winner 2001 New England Web Design Award’s ‘‘Best Entertainment Site’’ for Adventure Sports Network AZN.com; Winner Fordham Foundations ‘‘Best of the Web 1999’’ award

❚ 1941

MONTAGE-DMC EBUSINESS SERVICES 1900 10130-103 St. Edmonton, AB, Canada T5J3N9 PH: (780)423-4553 FX: (780)423-7088 E-mail: [email protected] URL: http://www.montage.ca Contact: Mr. David Hall, President

❚ 1938

MODERN BUSINESS TECHNOLOGY L.L.C. 1300 E Woodfield Rd., Ste. 302 Schaumburg, IL 60173-4984 PH: (847)605-1900 FX: (847)605-1905 URL: http://www.mbtinc.com Description: Specializes in Internet/Intranet architecture, distance learning, e-commerce, and sales force automation.

Description: IT consulting company specializing in e-Commerce, ERP, telecommunications and business intelligence. Major Partners: Sun Microsystems; Oracle; SAP; Microsoft; ATG; Matrix One; BEA; Informatica; Business Objects

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❚ 1942

MOREE CTI WEB CONSULTING (MCWC) 2201 Broadway, Ste. 213 Oakland, CA 94612 PH: (510)451-6500 E-mail: [email protected] URL: http://www.moreectiweb.com Founded: 1996. Description: Moree CTI Web Consulting is a custom application development firm specializing in database and host application development using the Edify Electronic Workforce. They also focus on web-centric applications and data-driven internet sites providing e-business solutions for their clients.

❚ 1943

MORGAN COMPUTER SERVICES INC. 25 S Old Baltimore Pk., Ste. 204 Newark, DE 19702 PH: (302)292-3400 FX: (302)292-1543 URL: http://ww.morganinc.com Contact: Dwight M. Morgan, Principal

FX: (613)596-0434 E-mail: [email protected] URL: http://home.istar.ca/˜jkopan/ Contact: Jerry Kopan Description: Provides a monthly service to assist managers in analyzing their current resource utilization and capacity planning for future resource (people, systems and network equipment) procurement. Specializes in the architecture and implementation of Internet services, network planning and design, UNIX and network support, software design and development, and programming education. Prepares monthly capacity planning management summary reports for managers to evaluate how their systems resources are being utilized. This includes disk, CPU, virtual memory, security, NFS, Designs and implements OSPF and IGRP routed networks, including workgroup, campus and enterprise networks. Designs and implements ATM, FrameRelay, SMDS, SONET/SDH, TDM networks. Also provides requirements definition; feasibility studies; profit improvement proposals; total quality management and control; cost/ benefit analysis; technology forecasts and evaluations; systems analysis and design; security: threat and risk assessment; system and network migration planning.

❚ 1946

Description: An applications development company. Supports business partners with e-Business solutions that improve communications, increase efficiency, monitor quality, support decision-making, increase speed and responsiveness, and reduce costs. Range of services includes application and website development, staff augmentation and permanent recruiting support. Geographic Area Served: United States.

MR COMMUNICATION CONSULTANTS

❚ 1944

Description: MR Communication Consultants’ area of expertise is "Group Dynamics." They teach a client’s employees how to effectively work better as a team, thus enhancing areas of weakness within a company including customer service standards. They do this through their "Team Learning Lab," a two-day experience based on Peter Senge’s "The 5th Discipline," which features their "High Performance Team Learning process."

MORSE Profile West 950 Great West Rd. Brentford TW89EE, United Kingdom PH: 44 20 8380 8000 FX: 44 20 8560 7700 E-mail: [email protected] URL: http://www.morse.co.uk Description: Morse offers not only hardware but also infrastructure consulting, design, and integration services. Morse’s customers come from the financial services, telecommunications, energy, utilities, media, and manufacturing industries. The company (formerly Morse Holdings) is expanding its stand-alone service offerings, which include business consulting and electronic commerce support.

❚ 1945

MOUNTAINVIEW CONSULTANTS INC. 8 Sioux Cres. Nepean, ON, Canada K2H7E5 PH: (613)596-5170

340 Sheppard Ave. E Ste. 300 Toronto, ON, Canada M2N3B4 PH: (416)506-9520 TF: 800-263-8326 FX: (416)590-7444 E-mail: [email protected] URL: http://www.mrcomm.com

❚ 1947

MSDBM 10866 Wilshire Blvd., Ste 650 Los Angeles, CA 90024 PH: (310)208-2024 URL: http://www.msdbm.com Description: msdbm are constructors and creators of database-driven, technology-enabled marketing solutions and customer relationship management systems with a focus on transactions and communications between their clients and their client’s current and prospective customers that will add value to the client’s customer relationship and provide a mutually profitable relationship between the client and their customers. Awards: 1998 NCDM Award of Excellence;

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❚ 1951

AJOY MURALIDHAR 1735 N Paulina, Ste. 200 Chicago, IL 60622 PH: (773)395-7648 E-mail: [email protected]

❚ 1948

MSM WEB DESIGN

Description: Specializes in requirements analysis, usability evaluation, graphical user interface (GUI) prototyping, web architecture, interaction development, web HCI, e-commerce application integration, web site evaluation and web accessibility.

3 Alders Court Bardsley OL82UB, United Kingdom PH: 44 0161 633 2506 E-mail: [email protected] URL: http://www.msmconsultants.co.uk Description: MSM Web Design provides web design, hosting, consultation, marketing, management, domain registration and e-commerce solutions to small and large companies. They offer a solution to your requirement, whether you need a full e-commerce web design or a web presence, we will design a package to Ste. your businesses budget and needs.

❚ 1952

MYSTYC 411 Congress St. Portland, ME 04101 PH: (207)761-4333 E-mail: [email protected] URL: http://www.mystyc.com Contact: Joe Charlton, Founder

❚ 1949 Founded: 1996. Description: Mystyc is a full service Internet solutions firm that provides practices in interface, multimedia, and technical design and development to small businesses and large companies.

MTI 36 Basaltic Rd., Unit 6 Concord, ON, Canada L4K1G6 PH: (905)761-6029 FX: (905)761-1572 E-mail: [email protected] URL: http://www.mtisystem.com


1999 Silver Summit Award; First Place 1999 USPS Postal Forum Award; 1999 Gold Caples Award.

❚ 1953

N:DEAVOR GROUP INC.

Description: MTI helps company’s design and implement an electronic catalogue system for B2C or B2B. They evaluate the best solution to be deployed, based on the requirements, target customers, types of products the company sells and customer usage characteristics. This solution can also be integrated to the companies existing information services environment, including inventory, manufacturing and finance, to ensure the most efficient, reliable catalogue offering possible.

❚ 1950

MULTIACTIVE SOFTWARE INC 1090 W Pender St., 10th Fl. Vancouver, BC, Canada V6E2N7 PH: (604)601-8000 TF: 800-804-6299 E-mail: [email protected] URL: http://www.multiactive.com Contact: John Kellett, President

11 Virginia Rd. Terryville, CT 06786 PH: (860)585-1270 E-mail: [email protected] Contact: Jere W. Wilson, Principal Description: Firm provides a variety of consulting, development, implementation and training services to improve the use of technology. Specializes in web and application development; networks, including local (LAN), wide-area (WAN) and intranets; and data communications, remote connectivity and all Internet issues. Consulting services include e-Commerce strategic planning, technology audit, network and applications design, procurement, custom programming, implementation, training and systems management in various business environments. Geographic Area Served: United States.

❚ 1954

N-GATE LTD.

Description: Multiactive provides a solution that unifies customer relationship management (CRM) functionality with the latest e-Business tools and wireless technology.

Lloyds Bank Chambers 76 Market Pl. Market Weighton YO433AW, United Kingdom PH: 44 07092 372395 FX: 44 07092 372395

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E-mail: [email protected] URL: http://www.n-gate.net Description: n-gate Ltd. is a consulting group that offer a varied range of services from small-business web site design and implementation for e-commerce through internet security auditing to advice on how to interpret forensic evidence.

❚ 1955

integrate their customers, channels, and suppliers to attain new leves of shareholder value. Based in Newton, Massachusetts, with locations in Minneapolis and New York, NerveWire has 200 employees. NerveWire has been named to the Red Herring 100 as one of the top 50 privately held companies that represent the future, and to the Computerworld Top 100 emerging companies for 2002 for our ability to target inefficiencies and lower operating costs for clients. For more information, please visit www.nervewire.com. Geographic Area Served: Worldwide.

THE NAVIGATOR GROUP ❚ 1958

7340 N Highway 27 Ocala, FL 34482 PH: (352)369-1963 TF: 877-NAV-GATE FX: (352)369-5516 URL: http://www.navigatorinc.com

NET 101

Founded: 1993. Description: Navigator is a leader in providing web design and application hosting. Navigator is an Internet marketing firm that will help develop a web presence. Navigator develops custom online applications.

9754 Joanna Pl. Sunland, CA 91040 PH: (818)951-4367 FX: (818)353-8966 E-mail: [email protected] URL: http://www.net101.com/ Contact: Stormy S. Knight, Partner Staff: 3. Description: Firm provides Internet training, Web site design, electronic publishing, and custom scripting. Geographic Area Served: United States and Canada.

❚ 1956

NEORIS 5201 Blue Lagoon Dr., Ste. 700 Miami, FL 33126 PH: (786)388-3140 FX: (786)388-3139 URL: http://www.neoris.com

❚ 1959

NET BENEFIT LLC

Description: Specializes in the planning, design and rapid implementation of the next generation of Internet-based strategies, architecture and integrated systems. Solutions are centered on business-to-business, business-to-employee and business-to-consumer areas using established and new technologies. Extensive experience with both client/server ERP and Internet-based solutions in a secure multi-lingual environment, which allows clients to leverage existing data and applications while using new technologies to expand business opportunities. Geographic Area Served: United States.

PO Box 3534 St. Louis, MO 63143 PH: (314)283-6382 FX: (208)567-9583 E-mail: [email protected] URL: http://www.net-benefit.net Contact: Mr. Ralph Godkin, President Description: E-commerce consulting, professional web site development and effective web site marketing. Awards: ‘‘Best E-Commerce Web Site Award’’, St. Louis Web Site Awards, Feb. 2001

❚ 1960

❚ 1957

NERVEWIRE INC.

NET IMPRESSIONS

275 Grove St., Ste. 2-200 Newton, MA 02466 PH: (617)332-4420 FX: (617)831-3100 E-mail: [email protected] URL: http://www.nervewire.com Contact: Russel J. Campanello, Chief People Officer

541 Willamette St., Ste. 310 Eugene, OR 97401 PH: (541)685-0674 TF: 877-625-3249 FX: (541)344-4216 E-mail: [email protected] URL: http://www.eurotec.co.uk

Staff: 200. Description: NerveWire, Inc. is a management consulting and systems integration firm focused on Collaborative Commerce and Integration. We help Global 2000 clients in the Financial Services and High Tech industries

Founded: 2000. Description: Net Impressions provide clients with solutions in web site design, business logo design, web site upgrades, web site maintenance or custom design and programming.

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❚ 1964

NET QUOTIENT CONSULTING GROUP

NETCASTERS INC.

45 West 25th St., 11th Fl. New York, NY 10010 PH: (212)739-7450 URL: http://www.pencomwebworks.com Contact: Mr. Schlomo Elfassy, Chief Executive Officer, President

461 Boston St., Ste. B-3 Topsfield, MA 01983 PH: (978)887-2100 FX: (978)887-6750 E-mail: [email protected] URL: http://www.netcasters.com

Founded: 1985. Description: Net Quotient web consulting services cover all phases of a software development project from inception and elaboration, to construction and transition. Using object-oriented analysis and design, as well as data modeling and database design skills Net Quotient continually delivers solutions. Net Quotient consultants have extensive experience in intranet, extranet, and Internet development solutions offering a broad range of services, including, but not limited to, Web services, content management, enterprise portals, directory services, security, application development, and assorted middleware solutions that enable heterogeneous application integration. Net Quotient has also built Web interfaces to corporate databases, trading systems, and distributed application systems.

❚ 1962

NET VILLAGE INC.

Description: Netcasters is a full service web development and consulting company. Netcasters help clients design an e-commerce solution tailored to the needs of their business. Their solutions include integrating e-commerce with your current practices and track sales and buying patterns.

❚ 1965

NETCUSTOMER INC. 2005 Hamilton Ave. San Jose, CA 95125 PH: (408)626-9733 FX: (408)549-9800 E-mail: [email protected] URL: http://www.netcustomer.com Contact: Punita Pandey, Chairman and Chief Executive Officer


❚ 1961

Founded: 1999. Description: NetCustomer Inc. is a webbased provider of advanced customer-centric outsourcing services. Their team brings extensive experience in enterprise applications, CRM consulting, call centers, systems integration, and global operations.

1470 Peel, Ste. 914 Montreal, PQ, Canada H3A1T1 PH: (514)847-2242 FX: (514)847-9362 E-mail: [email protected] URL: http://www.net-village.net

❚ 1966

NETGURU, INC. Description: Designs and implements e-business solutions. Offers fully integrated e-business services including e-commerce, e-crm, e-marketing, e-knowledge management, team sites, managed hosting, and sales management.

❚ 1963

22700 Savi Ranch Pkwy. Yorba Linda, CA 92887 PH: (714)974-2500 FX: (714)974-4771 E-mail: [email protected] URL: http://www.netguru.com Contact: Mr. Amrit Das, Founder and Chief Executive Officer

NETCALL TELECOM INC. Founded: 1981. Description: netGuru, formerly Research Engineers, provides such services as Web design, Internet software application development, and consulting. netGuru also makes stand-alone and network-based engineering software that integrates modeling, analysis, design drafting, and reporting.

45 Blackburn Ctr. Gloucester, MA 01930 PH: (978)281-5173 FX: (978)281-5897 URL: http://www.netcallusa.com Description: NetCall Telecom’s services enable online businesses improve the quality of their response to customers and increase the efficiency of voice communication, whether the call is made by telephone, email, internet, WAP, digital broadcasting (iDTV) or the printed page. NetCall solutions include web callback, two-way screen interaction, queue management and alert services.

❚ 1967

NETINC. 20 Jackson St. W, Ste. 206 Hamilton, ON, Canada L8P1L2 PH: (905)525-4555

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Netplex Systems primarily targets companies in the retail and health care industries.

FX: (905)525-3222 E-mail: [email protected] URL: http://www.netinc.ca Description: Concerned with the expansion of online content and availability to commercial and residential clients. Offers a World Wide Web content laboratory and LAN consulting services. Geographic Area Served: Ontario, Canada.

❚ 1971

NETVENDOR INC. 3525 Piedmont Rd. NE, Bldg. 6, Ste. 700 Atlanta, GA 30305 PH: (404)836-7836 TF: 800-953-5606 FX: (404)836-6680 E-mail: [email protected] URL: http://www.netvendor.com Contact: Sean McCloskey, President/CEO

❚ 1968

NETOVATIONS 1815 Sherington Pl., Ste. V-102 Newport Beach, CA 92663 PH: (949)515-9550 FX: (949)631-1107 E-mail: [email protected] URL: http://www.netovations.com Founded: 1996. Description: Net Ovations is a full service Internet provider and consultancy focusing on solutions for Internet driven companies, and traditional product and service based companies. Net Ovations focuses on their clients business objectives and goals providing marketing strategies.

Founded: 1996. Description: Provider of business-to-business (B2B) e-commerce consulting services and a leading provider of collaborative software and services for manufacturers of custom products. Major Partners: Adexa; BEA Systems, Inc.; IBM; National Electronic Distributors Association; PricewaterhouseCoopers; RosettaNet; Savvion; SeeBeyound; TAXWARE International. Awards: Computerworld Top 100 Emerging Company for 2002

❚ 1972

NETWORK-1 SOFTWARE AND TECHNOLOGY INC.

❚ 1969

NETPARTNERING.COM Marketing Park 21 Denbigh St. London SW1V2HF, United Kingdom PH: 44 207 932 9586 FX: 44 207 821 8933 E-mail: [email protected] URL: http://www.netpartnering.com Contact: Raffaele Apostoliti, President/CEO Description: E-business consultants. Major Partners: European Marketing Specialist; iMediation; Cap Gemini; Mediapps; Screaming Media; Cyperus; Modem Media; Parabole; Hewlett Packard; Oracle.

❚ 1970

NETPLEX SYSTEMS, INC. 1800 Robert Fulton Dr., Ste. 250 Reston, VA 20191 PH: (703)716-4777 FX: (703)860-7960 E-mail: [email protected] URL: http://www.netplexsystems.com Contact: Mr. Gene Zaino, Chairman Description: Netplex Systems provides a variety of information technology, consulting, and systems integration services, including software development, e-commerce integration, and contingency and business continuity planning.

909 3rd Ave., 9th Fl. New York, NY 10022 PH: 800-NET-WRK1 FX: 800-NET-1FAX E-mail: [email protected] URL: http://www.network-1.com/ Contact: Dr. Bill Hancock Description: Firm specializes in network and security software, including remote access and secure dialup systems, and Internet firewalls; network and security consulting, including network designs, audits, plans, and implementations; network and security training and seminars, including LAN and WAN network courses, introductory courses, protocols, and management courses. Experience in several hardware systems, including Macintosh, and IBM, DEC, Sun, and HP PCs. Geographic Area Served: Offices in New York, Dallas, Colorado Springs, the United Kingdom, and Sweden.

❚ 1973

NETWORK WCS 1419 W Lloyd Expy., Ste. 101 Evansville, IN 47710 PH: (812)461-3355 TF: 888-703-1700 FX: (812)461-3363 E-mail: [email protected] URL: http://www.evansville.net

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❚ 1977

NOBLESTAR 2 Reston Overlook 12021 Sunset Hills Rd., Ste. 600 Reston, VA 20190 PH: (703)464-4000 FX: (703)464-4001 E-mail: [email protected] URL: http://www.noblestar.com Contact: Mr. Paul Opalack, President and Chief Executive Officer

❚ 1974

NEWELL AND BUDGE Queensway House 1 Queensferry Ter. Edinburgh EH43ER, United Kingdom PH: 44 131 332 3311 FX: 44 131 332 5938 E-mail: [email protected] URL: http://www.nandb.co.uk Description: Provides IT services throughout the UK, with a portfolio of solutions that includes applications development, knowledge management, resourcing, testing, and client support. Focuses on clients in the financial services, health, retail, utilities and public sectors.

Description: Noblestar is an Information technology consulting firm specializing in custom application development and ERP implementations.

❚ 1978

NORTELCONSULTING PARTNERS 14 Chatham Cir. Wellesley, MA 02481 PH: (781)416-1806 FX: (781)416-1807 URL: http://www.nortelconsulting.com

❚ 1975

NEXTRA ENTERPRISES 40 Bernard St. London WC1N1LE, United Kingdom PH: 44 0 20 7923 6500 FX: 44 0 20 7923 6501 E-mail: [email protected] URL: http://www.nextra.co.uk


Description: Provides Internet services to businesses and organizations.

Description: Designs VoIP, Tandem, enhanced services and e-commerce applications using the the Nortel Networks switch family. Specializes in MGCP, SS7 as well as xDSL, ATM and QAM.

Founded: 1991. History: Formed in 1991, Nextra is a division of Telenor, Norway’s telecommunications operator. Description: Nextra UK is a provider of outsourced business communications. With a range of integrated telecommunications, Internet and IT technologies as a managed service, Nextra is ideally placed to enable organizations to selectively outsource elements of their IT infrastructure.

❚ 1979

❚ 1976

15950 N Dallas Pky., Ste. 400 Dallas, TX 75248 PH: (972)233-1015 FX: (972)233-1033 E-mail: [email protected] URL: http://www.north-highland.com Contact: Chad Chadwick

THE NOBLE GROUP LTD. PO Box 8208 Foster City, CA 94404 PH: (415)570-5399 TF: 800-640-5959 FX: (415)573-1924 E-mail: [email protected] URL: http://www.noblegroup.com Contact: Dean Noble Revenue: US$5,000,000. Staff: 23. Description: An information technologies company and Microsoft Solution Provider, firm specializes in networks, software and systems integration, and the Internet, including client/server solutions, RAD (Rapid Applications Development), Windows, Visual Basic, Multimedia, Windows-NT, and Intranet.

NORTH HIGHLAND

Description: North Highland is a management and technology consultant firm with various services available including their Customer Relationship Management Services, which provides clients with the tools to handle their customerrelated issues, whether they are technology, process, or people-focused. Their consultants help businesses improve data quality, ensure sensitive customer data is secure, provide guidance for making a contact center more effective and develop the right plan to achieve customer-related objectives. Their CRM services include CRM Strategy, Customer Interaction Center, Business Intelligence, Marketing and Sales Optimization, Data Quality Management, Partner Relationship Management and more.

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❚ 1980

❚ 1983

NORTHBROOK CONSULTING GROUP INC. (NCG)

NOVASOFT INFORMATION TECHNOLOGY CORP.

1 Northbrook Plz. 5 Revere Dr., Ste. 200 Northbrook, IL 60062 PH: (847)498-7323 E-mail: [email protected] URL: http://www.northbrookconsulting.com Contact: Mr. Donald Joseph, CMC, President

3570 Quaker Bridge Rd. Mercerville, NJ 08619 PH: (609)588-5500 FX: (609)588-5577 URL: http://www.novasoftinfo.com Contact: Mr. Neil Bhaskar, Chief Executive Officer

Description: NORTHBROOK Consulting Group specializes in furnishing Business Management technology to meet client needs.

Description: NovaSoft Information Technology offers information technology services, including strategic consulting, systems design and implementation, and training and support. Its primary focus is on customer relationship management (CRM) and enterprise resource planning (ERP) systems.

❚ 1981

❚ 1984

NORTHRIDGE SYSTEMS INC.

NSI PARTNERS

2 Concourse Pkwy., Ste. 160 Atlanta, GA 30328 PH: (678)587-9900 FX: (678)587-9903 E-mail: [email protected] URL: http://www.northridge.com Contact: Mr. Rob Patten, Chief Executive Officer

PO Box 8971 Gaithersburg, MD 20898-8971 PH: (301)916-1340 TF: 800-892-5724 FX: (413)778-6177 E-mail: [email protected] URL: http://www.nsipartners.com Contact: Mr. Anthony Kirlew, Chief Executive Officer

Description: Services include strategy consulting, marketing and branding, e-business application development, web site development, back-office and legacy system integration, hosting, and systems management. Major Partners: Microsoft; Dell; Inflow; UUNET; Vervos; Adobe; CreativeSol; InfoNow. Awards: Atlanta Business Chronicle ranks Northridge one of ‘‘Atlanta’s Top 20 Web Design and Development Firms’’

Description: NSI Partners headquartered in Maryland is an e-business consulting firm dedicated to increasing client revenue through the integration of new technologies and sound business practices. NSI Partners brings bottom-line focus to maximize the effectiveness of clients’ Internet-based sales, marketing and distribution channels. NSI specializes in providing services relating to business strategy, website production, managed web and application hosting, search engine optimization, technology marketing and public relations. NSI’s clients appreciate the low-cost infrastructure and just-in-time staffing approach that assures that they never have to pay for benched consultants.

❚ 1982

NOVADATA INFORMATION SYSTEMS INC.

❚ 1985

NTT DATA CORP. 2902 S Sheridan Way, 2nd Fl. Oakville, ON, Canada L6J7L6 PH: (905)829-1046 TF: 800-360-3145 FX: (905)829-0398 E-mail: [email protected] URL: http://www.novadata.com

Toyosu Center Bldg., 3-3-3 Toyosu, Koto-ku Tokyo 135-6033, Japan PH: 81 3 5546 8202 FX: 81 3 5546 8145 URL: http://www.nttdata.co.jp Contact: Toshiharu Aoki, President and Chief Executive Officer

Founded: 1982. Description: Novadata Information Systems provides innovative IT solutions that help online companies improve efficiency and productivity. Provides an online support center for clients enabling them to gain access to support information, participate in discussions, post and track support requests and retrieve support history.

Description: NTT DATA provides information technology services in Japan. Offering services such as systems integration, network development, and hardware and software development and installation. NTT DATA also offers Internet access, intranet development, and e-commerce services, including electronic banking and information processing.

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❚ 1989

NYKAMP CONSULTING GROUP

THE ODYSSEY SOFTWARE GROUP (TOSG)

2 TransAm Plaza Dr., Ste. 160 Oakbrook Terrace, IL 60181-4256 PH: (630)693-0800 FX: (630)693-0801 URL: http://www.nykamp.com

2000 Smallman St. Pittsburgh, PA 15222 PH: (412)391-9966 FX: (412)391-9944 E-mail: [email protected] URL: http://www.tosg.com

Description: Nykamp Consulting Group is a professional services firm that is focused exclusively on customer relationship management. They help clients implement marketing strategies and programs designed to increase revenue, decrease cost and improve productivity. They have four core service areas that help implement customer relationship management: strategic services, interactive services, information management services, and analytical services. Nykamp consultants help clients focus on their customers. Their business focus is to provide clients with a combination of strategies, tactics and technologies needed to implement customer relationship management and database marketing.

Description: Implements and supports information management solutions for mid-market organizations. Provides a number of stand-alone consulting services designed to assist customers to effectively support end users, through an efficient design of marketing programs and product and service implementations. Major Partners: Microsoft; Siebel

❚ 1990

OETTING & COMPANY INC. 1995 Broadway New York, NY 10023 PH: (212)580-5470 TF: 800-308-1778 FX: (212)873-3844 E-mail: [email protected] URL: http://www.oetting.com

❚ 1987

OAO TECHNOLOGY SOLUTIONS INC. (OAOT) 7500 Greenway Center Dr., 16th Fl. Greenbelt, MD 20770-3522 PH: (301)486-0400 TF: 800-720-9030 FX: (301)486-0415 E-mail: [email protected] URL: http://www.oaot.com Contact: Mr. Charles Leader, President Founded: 1973. Description: Global provider of information technology services that address the enterprise-wide challenges of Fortune 1000 companies, mid-market organizations, health benefit organizations, and the public sector. Awards: Ranked 72 in Sm@rt Partner Magazine’s ‘‘2001 The Sm@rt 100 Companies’’


❚ 1986

Founded: 1980. Description: Oetting & Company is staffed with a team of Customer Contact Center professionals who are skilled consultants and knowledge transfer experts in both Business-to-Business and B-to-Consumer applications. Their business is to help clients around the world achieve their customer acquisition, development, profit and retention goals. They are experts in the field of telephone and Internet based Customer Contact Centers including program design, staff planning, training and development, operational processes, technology solutions, facility design and outsourcing selection and management.

❚ 1991

OLYMPUS GROUP

❚ 1988

OBJECTICA SOFTWARE DEVELOPMENT INC.

2800 Eisenhower Ave., Ste. 125 Alexandria, VA 22314 PH: (703)317-2850 FX: (703)317-2806 E-mail: [email protected] URL: http://www.ogi.com

2004 Saint-Laurent Blvd., Ste. 307 Montreal, PQ, Canada H2X2T2 PH: (514)996-5752 E-mail: [email protected] URL: http://www.objectica.com Description: Provides robust, scalable and integrated solutions in secure transactional environment. Main services include: software requirement engineering (need analysis), software application development, software application interfacing, and development process engineering.

Description: An Internet consulting firm which serves clients in the associations, publishing, health care, financial services and technology industries. Designs an Internet strategy for the clients overall marketing goals. Services include creating short and long term sales goals, extensive system analysis of Internet/Intranet Web Site, creation of Web site, and building enterprise information systems.

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❚ 1992

ON THE EDGE INTERNET DESIGN STUDIO 3609 Thousand Oaks Blvd., Ste. 221 Westlake Village, CA 91362 PH: (805)381-0077 FX: (805)381-0177 E-mail: [email protected] URL: http://www2.edgeworks.com/edge/ Description: Firm provides Web site development, Internet marketing services, graphic design services, and training and consulting.

Hong Kong PH: 852 2391 2331 FX: 852 2391 1929 E-mail: [email protected] URL: http://opensoft.bethgroup.com Description: OPENSOFT System Company Limited provide software engineering services. They provide their customers with traditional client/server software program solutions. They have developed two standard software solutions, Accounting System and Trading System which they have provided for the past five years. Opensoft’s recent venture has been E-Solution products, Internet Shop and E-Web Catalogue packages. OPENSOFT provides their customers with Complete Solutions for business.

❚ 1993

ON-TRACK ADVICE LTD.

❚ 1996

On-Track House Lower Farm Hillesden Bucks MK184BY, United Kingdom PH: 44 1296 738004 FX: 44 1296 738254 E-mail: [email protected] URL: http://www.ontrackadvice.co.uk Founded: 1999. Description: On-Track was formed in August 1999 to help companies to provide excellent customer service. They offer web design, eBusiness and help desk and call center consultancy services.

OPTIMAL RESOURCES 303 Sandringham Pl. NW Calgary, AB, Canada T3K3Y6 PH: (403)274-8743 Contact: Mike Fletcher, Principal Staff: 1. Description: Provides consulting services to corporate clients in project managment and information systems security and control. Focuses on the security and control of Web enabled applications and e-commerce/e-business with cost effective solutions for the small and medium business.

❚ 1997

❚ 1994

OPUS GROUP

OPENAIR 80 Lincoln St. Boston, MA 02111 PH: (617)351-0230 TF: 888-367-1288 FX: (617)350-3496 E-mail: [email protected] URL: http://www.openair.com Contact: William O’Farrell, Chairman of the Board Description: OpenAir develops software that provides actionable reports derived from information collected while serving a clients customers. The information gathered helps clients track and improve customer retention, spot new business opportunities, optimize browse-to-buy ratios, and much more. They can also apply data mining to the customer base to uncover new unseen patterns and other intelligence to help maximize profit potential.

❚ 1995

OPENSOFT SYSTEM CO. LTD. 45/F The Center 99 Queen’s Rd. Central

261 W 21st St. New York, NY 10011 PH: (212)924-9244 E-mail: [email protected] Description: Firm specializes in providing media and Internet solutions that utilize the Internet to achieve sales effectiveness. Entertainment services develops high-impact promotion and networking events. Seminars: Seminars.

❚ 1998

ORDERTAKING.NET Administrative/Sales Operations 3317 C Old Capitol Tr. Wilmington, DE 19808 PH: (302)892-3850 TF: 800-980-9858 FX: (302)992-9277 E-mail: [email protected] URL: http://www.ordertaking.net Description: Ordertaking.net offers live interaction with ecommerce websites, providing real-time customer service,

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procedures and connectivity, to help clients better serve all of their customers including those overseas.

❚ 2002

OZ-ESMART

❚ 1999

ORGANIC INC. PO Box 1229 Mountain Gate, VIC 3156, Australia PH: 61 418 991 130 E-mail: [email protected] URL: http://www.knox-webmall.com/ozesmart

510 3rd St. San Francisco, CA 94107 PH: (415)365-5500 FX: (415)284-6891 URL: http://www.organic.com Contact: Jonathan Nelson, Chairman Revenue: US$38,900,000. Staff: 821. Description: Strategic consulting, e-business, marketing solutions, e-commerce website creation, customer service and fulfillment.

Description: Oz-ESmart is an E-marketing and Internet consultancy business. Oz-ESmart specializes in providing Internet marketing, E-Commerce strategies, and web design. They are a real Internet Marketing company.

❚ 2003

OZRO INC.

❚ 2000

ORION GROUP SOFTWARE ENGINEERS INC.

1 Bowdoin Sq., 7th Fl. Boston, MA 02114 PH: (617)994-8800 FX: (617)367-5953 E-mail: [email protected] URL: http://www.ozro.com Contact: Jeffrey Conklin, Founder and Chief Executive Officer

5770 Nimtz Pky. South Bend, IN 46628 PH: (219)233-3401 TF: 800-59-ORION FX: (219)239-3348 E-mail: [email protected] URL: http://www.ogse.com Contact: Matt Street, CEO Revenue: US$5,000,000. Staff: 32. Description: Computer technology firm specializes in networking, accounting, wholesale distribution, and computerized manufacturing systems. Also provides complete web site development, including electronic commerce, database and firewall implementation.


toll-free call answering, instant live-rep callbacks and realtime on-site Java-based interactive chat 24 hours a day, 7 days a week.

Description: Ozro software enables companies to reach agreements using online negotiating methodologies, based on industry best practices, with the speed and efficiency afforded by the Internet.

❚ 2004

THE PAGE TURNER NETWORK PMB-120 2951 Marina Bay Dr., Ste. 130 League City, TX 77573-2733 PH: (866)875-1044 E-mail: [email protected] URL: http://www.pageturner.net

❚ 2001

OVERSEAS SERVICE SOLUTIONS 4022 E Greenway, Ste. 11 PMB 138 Phoenix, AZ 85032 PH: (602)369-5515 E-mail: [email protected] URL: http://www.overseasservicesolutions.com Contact: Randy Warren, Founder

Description: Provides web site design, Internet consulting services, and web site hosting with special focus on authors. Designs and develops web sites to be both eye-catching and functional.

Founded: 1999. History: Randy Warren pioneered the development of international call centers beginning in 1994 with the completion of service bureaus in India and Pakistan. He founded OSS in 1999 to continue the development of global Customer Relationship Management solutions through the use of international contact centers. Description: Overseas Service Solutions offers international contact center consulting including assistance in contact center design and layout, hardware and software selection, operational

❚ 2005

PALARCO INC. 950 W Valley Rd., Ste. 2301 Wayne, PA 19087 PH: (610)687-3410 FX: (610)687-3615 E-mail: [email protected]

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❚ 2008

URL: http://www.palarco.com

PARAGO INC. Founded: 1978. Description: Full service solution provider with software, hardware and education alliances. Offers strategic management and IT consulting, applications development, solutions architecture, e-business implementation, hardware performance benchmarking and sales, and technical support. Major Partners: IBM; Microsoft; Lotus; JD Edwards; IMI; PTS Learning Systems; Saba; Hall-Mark Global Solutions; Atlas Commerce; Bluestone Software

1405 S Belt Ln. Coppell, TX 75019 PH: (972)538-7213 E-mail: [email protected] URL: http://www.parago.com Contact: Kenneth R. Johnsen, President and Chief Executive Officer

❚ 2006

Description: Parago Inc. provides a proprietary, promotional marketing technology platform that helps clients reduce promotional program costs, increase sales, and enhance customer relationships over the internet.

PALOMBO TECHNICAL SERVICE 656 33rd St. Manhattan Beach, CA 90266 PH: (310)545-6326 FX: (310)545-6326 E-mail: [email protected] Contact: Kathy Palombo

❚ 2009

PARANZ

Description: Services include Web page design, Internet provider assistance, home page maintenance, and interactive multimedia presentations.

❚ 2007

PANGAEA COMMUNICATIONS 630 9th Ave., Ste. 1000 New York, NY 10036 PH: (212)445-8580 FX: (212)445-2542 E-mail: [email protected] URL: http://www.pangaea.net Contact: Beth Stone, CEO and Founder Staff: 5. Description: Provides customized strategic marketing analysis and consulting to multinational (or soon to become multinational) clients, using existing and emerging technology services. The PANGAEA approach to strategic marketing empowers clients with market knowledge to expand business through a clearer understanding of global markets, by conducting feasibility studies, assessing consumer receptivity, evaluating industry and market trends, and conducting marketing research worldwide. On of the first to launch a line of online global business tools, including a matchmaking service called the Interactive Global Marketplace(tm), in 1995. Maintains network of consultants in fifty global markets linked by Internet to form virtual teams tailored to clients’ cultural and business needs. Seeks global sponsors for planned online global consumer panel and website resource expansion initiatives. Special Seminars: Online advertising; designing web presence; create websites and listings; interactive online focus groups and quantitative research; traditional fieldwork and data collection; feasibility studies; industry analyses; consumer psychographics, etc. Geographic Area Served: Worldwide.

800 N Kings Hwy., Ste. 507 Cherry Hill, NJ 08034 PH: 800-931-9660 FX: 888-467-1811 E-mail: [email protected] URL: http://www.paranz.com Description: A global B@B Services Provider and an eService subsidiary of Livetech Solutions. Creates worldwide markets. Experienced in Internet consulting and technology. Develops and implements web-based products and solutions. Special Seminars: Provides services in mobile wireless Internet access, eProcurement, eBusiness, B2B services, EAI, and EJB. Geographic Area Served: Worldwide.

❚ 2010

PARTIALLY SANE WEB DEVELOPMENT LLC (PSWD) PO Box 140093 Austin, TX 78714 PH: (512)388-1421 E-mail: [email protected] URL: http://www.impulsesoftware.com Description: Partially Sane Web Development helps businesses succeed online by assisting in setting up an online store, finding appropriate web hosts, credit card companies and online advertisers, performing regular maintenance, offering technical support and updating software.

❚ 2011

PARTNERWARE INC. 400 W 15th St., Ste. 900 Austin, TX 78701 PH: (512)703-1470 TF: 888-499-3000 FX: (512)703-1479

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PAYMENTONLINE

Founded: 1996. Description: Partnerware is a provider of enterprise channel management software and services. Delivers the Total Channel Experience, an approach to managing indirect channels that allows web-based companies and their partners to sell more products, reach more end users and grow revenue and profits by addressing the entire channel management cycle.

❚ 2012

THE PAUL GROUP PO Box 14547 Cincinnati, OH 45250-0547 PH: (513)300-4321 FX: 877-343-8838 E-mail: [email protected] URL: http://www.thepaulgroup.com Contact: Mr. Don Pagel, PMP, Project Management Professional

601 Union St., Ste. 1633 Seattle, WA 98101 PH: (206)382-1515 FX: (206)382-1616 E-mail: [email protected] URL: http://www.paymentonline.com Description: Offers consulting services in electronic commerce strategy and planning. Provides businesses of all types with catalog and shopping cart technology, access to a robust commerce engine, a comprehensive order and transaction management system, and payment gateway services for automated payment processing.

❚ 2015

PAYNET MERCHANT SERVICES INC.

Description: The Paul Group are a group of IT and business consultants with a focus on B2B E-Commerce development and implementation in the distribution and automotive industries. The Paul Group has experience in EDI, E-Commerce, ERP design and development, IT department management, network design and overall project management.

❚ 2013

PAYMENT TECHNOLOGIES INC. 5000 Ritter Rd., Ste. 103 Mechanicsburg, PA 17055 PH: (717)506-2200 TF: 800-987-2675 FX: (717)506-2250 URL: http://www.paytec.com Contact: Jean Woodworth, Principal

2000 Town Ctr., Ste. 2260 Southfield, MI 48075 PH: (248)354-1111 FX: (248)223-4832 URL: http://www.visa-master.com


❚ 2014

URL: http://www.partnerware.com Contact: Donna Troy, President and Chief Executive Officer

Founded: 1995. Description: PayNet Merchant Services Inc., is an independent sales organization/merchant services provider (ISO/MSP) registered with Mastercard and Visa as an agent of Harris Trust and Savings Bank, of Chicago. They also act as an agent of Card Payment Systems, of New York, and American Express. They facilitate the acceptance of all forms of credit and debit cards by a range of merchants nationally who wish to conduct business on the Web.

❚ 2016

PC POWERUSER INC.

Revenue: US$3,500,000. Staff: 25. Description: A consulting firm specializing in the payments industry. Works with organizations to develop new products, enhance existing products, or provide strategic direction. Provides expertise in the following areas: debit cards, consumer and commercial credit cards, smart cards, frequency/loyalty programs, home banking, Automated Clearing House (ACH), home banking, Internet services, and check processing. Services offered include strategic planning; research; testing and marketing; product development; project management; and documentation and training. Seminars: Sponsors seminars and workshops on various payment industry topics, including Purchasing Card and Internet services. Also offers conferences on Commercial Card and Smart Card. Special Seminars: Maintains TransLink software, which is a PCbased software package providing financial institutions with Financial Electronic Data Interchange (FEDI) and remittance delivery services. Geographic Area Served: United States and Europe.

3701 Atlanta Hwy., Ste. 35 Bogart, GA 30622-2259 PH: (770)725-0036 E-mail: [email protected] URL: http://www.pcpoweruser.com Contact: Bobby Saxon, Founder, President & CEO Description: PC POWERUSER Inc. is a web-based company specializing in consulting, training, support and addon products forACT!, SalesLogix, and Maximizer Enterprise customer relationship management (CRM and SFA) software and solutions.

❚ 2017

PCAONLINE.COM 44 Black Oak Dr. Brampton, ON, Canada L6R1B9 PH: (416)407-3187 FX: (905)799-2958

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E-mail: [email protected] URL: http://www.pcaonline.com Founded: 1987. Description: PCAONLINE.com utilizes Prop Web Help Desk System to provide Web-enabled support and deploys Internet technologies to support customers.

❚ 2018

PEGASUS CONSULTING GROUP INC. 90 Woodbridge Center Dr. Woodbridge, NJ 07095 PH: (732)726-0800 FX: (732)726-0440 E-mail: [email protected] URL: http://www.pegasusconsultinggroup.com Contact: Bobby Patel, Principal Description: Pegasus is a Global Management consulting firm that provides proven solutins that address your business challenges and needs. Services span a complete portfolio of consulting, business, support and technology. Strengths include: Enterprise Resource Planning (SAP, Peoplesoft), Customer Relationship Management (Siebel & SAP), Supply Chain (APO/12), Data/Business Intelligence (SAP BW), E-Business/Internet Solutions, Human Resources. Pegasus has a focus on defining and designing strategic business processes and information technology’s role in realizing business value in today’s competitive business environment. Pegasus formulates business and technology strategies, build integrated enterprise-wide solutions, and assist clients in optimizing their processes and systems. Geographic Area Served: Global, NA, SA, Europe, Australia, Asia, Latin America.

❚ 2019

PEHRSON-WEBB GROUP 4133 E Freedom Cir. Ooltewah, TN 37363 PH: (423)892-8985 FX: (423)892-1632 E-mail: [email protected] URL: http://www.pwgroup.com Contact: Marnie Pehrson, Marketing Director Description: Provides a Web site for businesses or individuals to market their product or service internationally. Services include Web site design and consulting, Internet marketing and consulting, synergistic marketing, virtual mall development, autoresponders, Web and FTP storage, and custom domain registration.

FX: (813)787-8689 E-mail: [email protected] URL: http://www.desktopadv.com Contact: Steve Harms, President Description: Provides systems integration consulting and implementation services to businesses. Experience with Novell and the complete Microsoft Backoffice suite of products including NT, MS Exchange, SNA server, SMS, SQL and IIS. Skilled in Internet and Intranet deployment strategies.

❚ 2021

PEOPLESOFT INC. 4460 Hacienda Dr. Pleasanton, CA 94588-8618 PH: (925)225-3000 TF: 800-380-7638 URL: http://www.peopolesoft.com Contact: Mr. Craig Conway, President and Chief Executive Officer Founded: 1987. Description: PeopleSoft specializes in providing e-commerce applications and solutions for large companies that sell complex products over the Web.

❚ 2022

PERFORMANCE SUPPORT INC. 5950 Carmichael Pl., Ste. 100 Montgomery, AL 36117 PH: (334)244-9797 TF: 800-752-1140 FX: (334)244-9787 E-mail: [email protected] URL: http://www.at-psi.com Contact: Ms. Carol Watkins, President Founded: 1985. Description: Offers experience in areas such as networking, communications, integration support, systems and technology support, system security, software engineering and development, web services, QA, DBA, and comprehensive systems consulting.

❚ 2023

PERISCOPE CONSULTING LTD.

PENTASYS CORP.

90 Long Acre Covent Garden London WC2E9RZ, United Kingdom PH: 44 207 849 3107 FX: 44 207 849 3200 URL: http://www.pluswebsolutions.com Contact: George Bola, Consulting Services Director

3119 Valemoor Dr. Palm Harbor, FL 34685 PH: (813)789-1992

Description: Periscope is a provider of technology-enabled business transformation solutions specializing in delivering thought leadership in Customer Relationship Management

❚ 2020

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sites as well as automating backend integration needs for B2B projects. Phase 2 has the capabilities to take their clientss’ existing marketing strategy to develop your web site. They can also design a new interface for their clients’ web site as well in the event that the client does not currently have a marketing strategy.

❚ 2024

PEROT SYSTEMS CORP.

❚ 2027

PHILLIPS ASSOCIATES 2300 West Plano Pkwy. Plano, TX 75075 PH: (972)577-0000 TF: 800-688-4333 FX: (972)340-6100 URL: http://www.perotsystems.com Contact: Mr. Ross Perot, Founder and Chairman Staff: 8100. Description: Perot Systems provides consulting and information technology (IT) services such as systems management and integration, enterprise resource planning, supply chain management, e-commerce, and customer relationship management. Although the company serves customers in a variety of markets, most of its clients are in financial services, health care, and manufacturing.

6210 158th Ct. NE Redmond, WA 98052-4809 PH: (425)881-2856 E-mail: [email protected] URL: http://www.ecom-consultants.com Contact: Ms. Mayme Fu, Managing and Principal Consultant Description: Phillips Associates is a group of IT consultants who offer professional project and risk management. Their consultants’ help clients build and maintain an eCommerce presence.


strategies and technology implementations. Their CRM Consultancy has helped numerous Global 2000 companies stay ahead of a wide range business and technological developments within customer relationship management including the growth of the Internet.

❚ 2028

❚ 2025

PHONE FOR SUCCESS

PERSONNEL DECISIONS INTL. (PDI)

181 Hudson St., Ste. 3C New York, NY 10013 PH: (212)431-6700 FX: (212)941-9382 E-mail: [email protected] URL: http://www.consultants-mall.com/phone1.htm Contact: Joel Linchitz, President

2000 Plaza VII Tower 45 S Seventh St. Minneapolis, MN 55402 PH: (612)904-7170 TF: 800-633-4410 FX: (612)904-7120 URL: http://www.personneldecisions.com Contact: Lowell W. Hellervik, Ph.D., Chairman of the Board & CEO Founded: 1967. Description: Personnel Decisions International Corporation (PDI) has been helping online organizations define, measure, and develop the capabilities needed to achieve their most critical business challenges through ecommerce.

Description: Phone for Success offers call center training and contact center consulting to help provide clients with the knowledge to improve customer service within their organization. They also provide customer service skills training for representatives and coaches and call help clients develop and implement complete inbound and outbound facilities and evaluate call center operations.

❚ 2029

❚ 2026

PHASE 2 DEVELOPMENT

PHONE PRO

825 N Broadway, Ste. 420 Oklahoma City, OK 73102 PH: (405)232-4545 FX: (405)232-4550 E-mail: [email protected] URL: http://www.phase2dev.com

2301 E 45th St. Indianapolis, IN 46205 PH: (317)547-4663 TF: 800-888-4893 FX: (317)546-7779 URL: http://www.phonepro.com Contact: Amy Alberts, President

Founded: 1998. Description: Phase 2 Development is a consulting group that provide customer and requirement specific E-Commerce implementations. They have implemented E-Commerce business processes for their customers to automate credit card transactions in real-time for B2C

Founded: 1985. Description: Phone Pro trainers can teach clients to make every phone call count, whether the calls are inbound our outbound, internal or external, customer service or sales, help desk or technical support through their

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three-part training approach, which includes an onsite pretraining assessment, customized training sessions, and posttraining coaching. By teaching a company’s telephone personnel proper call management skills through on-site and customized training programs for contact centers, call centers and help desks, they can help clients strengthen their customer service and retain more customers.

❚ 2030

PINNACLE CONSULTANTS PTY LTD. 2/84 Albert Rd. Sydney, Australia PH: 61 2 9763 1301 E-mail: [email protected] URL: http://www.contactpinnacle.com Description: Pinnacle Consultants provides two types of services: Internet and eBusiness Consultancy and Software Consultancy. Pinnacle helps clients implement state-of-art technology in designing eBusiness solutions to reduce costs, open new channels of revenue and create a wider audience and customers for their products and services.

❚ 2033

PIONEER TECHNOLOGY 1800 S Livernois, Ste. 100 Rochester Hills, MI 48307 PH: (248)601-3460 TF: 800-849-9067 FX: (248)601-3468 E-mail: [email protected] URL: http://www.pioneertechnology.com Contact: Antonio Robinson, President Revenue: US$7,800,000. Staff: 36. Description: Offers technical contract services, engineering, computer, and ecommerce services including manufacturing automation, factory automation, test machines development, new product development, embedded controller development, software development, supercomputer outsourcing and development, and full e-commerce services. Special Seminars: Offers full supercomputer outsource services (CRAY and SGI supercomputers); custom built ‘‘beowolfe’’ clusters, e-commerce development: hosting, web development, and security. See web page. Geographic Area Served: Worldwide.

❚ 2034

PLANET CONSULTING INC. ❚ 2031

THE PINNACLES INTERACTIVE 23 D Jalan Hock Chye PH: 65 288 2018 E-mail: [email protected] URL: http://www.thepinnacles.com Founded: 2000. Description: Provides ebusiness consultancy, high-impact web development and integrated offline marketing tools, such as print and multimedia. Offers eBusiness services including, e-Business Consulting, e-Commerce Solutions, Web Design, Web Application Development, Flash Animation, and Online/Offline Visual Guides. Major Partners: Ochre Pictures; WebHosting.com

❚ 2032

PIONEER STANDARD ELECTRONICS INC. 4250C Rivergreen Pky. Duluth, GA 30096 PH: (770)623-1003 FX: (770)623-0665 URL: http://www.pios.com Description: A full service Internet consultant with experience in the design and implementation of distributed objectoriented software systems. Provides business computing systems with Internet technologies. Designs and implements Web sites.

11225 Davenport St. Omaha, NE 68154 PH: (402)330-2999 E-mail: customercare@ planetci.com URL: http://www.planetci.com Contact: Mr. Michael Wofford, President Founded: 1997. Description: Provides e-business solutions for companies of all sizes. Specializes in developing, integrating, and supporting web-based applications for transaction based business.

❚ 2035

PLAYFOOT BROTHERS, LTD. S Bank House Black Prince Rd. London SE17SJ, United Kingdom PH: 44 207 4632180 E-mail: [email protected] URL: http://www.playfoot.com Contact: James Playfoot, Consultant Description: Playfoot Brothers is a London based Internet consultancy company. The Playfoot Brothers provide independent advice in decision making on web-based projects to their clients’ senior managers. Playfoot Brothers use associates from the worlds of e-commerce, web design and programming, communications and management consultancy. Each consultant is responsible for implementing integrated business systems and developing web and e-commerce solutions.

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❚ 2039

STEVE POHLIT

PRACTICAL SOLUTIONS INC.

12233 94th St. N Largo, FL 33773 PH: (727)587-7871 FX: (561)594-0177 E-mail: [email protected] URL: http://www.stevepohlit.com Contact: Steve Pohlit, President

70 Merrick Rd. Lynbrook, NY 11563 PH: (516)599-6600 FX: (516)599-6816 E-mail: [email protected] URL: http://www.pracsolinc.com Contact: Joel Eichenholtz, President

Revenue: US$710,000. Staff: 1. Description: Internet services in areas of access, web site design, domain name registration, hosting, marketing, account application. Bankruptcy, Profit Improvement, Internal Marketing. Seminars: Your Business-Face The Realty. Special Seminars: E-Commerce, Affiliate Marketing, Marketing Strategy. Geographic Area Served: United States.

Staff: 6. Description: A VAR firm providing computer system design consulting and custom-designed software; offers turnkey operations or programming according to client’s needs. Industries served: manufacturing, healthcare, and general accounting. Provides Internet presence including, order taking software and integration into clients sales order system. Seminars: Introduction to Computers; Word Perfect; Windows; MS-Office. Geographic Area Served: New York, New Jersey, and Conneticut.

❚ 2037

POINT2POINT SOLUTIONS INC.

❚ 2040

PRAGMATEK CONSULTING GROUP LTD. 1710 Zanker Rd., Ste. 202 San Jose, CA 95112-4215 PH: (408)467-0765 FX: (408)467-0767 E-mail: [email protected] URL: http://www.pt2pt2solutions.com Founded: 1999. Description: Point2Point Solutions is a Customer Relationship Management systems consulting company who concentrate their efforts on providing a complete package professional services, product solutions, customized training and outsourcing services. They have experience implementing and customizing CRM systems for companies ranging from start-ups to Fortune 500 companies. Major Partners: Clarify; eBest; Siebel; Telemon; Xora.

❚ 2038

POINTED COMMUNICATIONS 26 Garden Path Wayland, MA 01778 PH: (508)655-9696 FX: (508)653-3101 E-mail: [email protected] URL: http://www.pointed.com Contact: Cliff Kolovson


❚ 2036

One Main St. SE Minneapolis, MN 55414 PH: (612)333-3164 TF: 800-833-3164 FX: (612)378-2914 E-mail: [email protected] URL: http://www.pragmatek.com Contact: Steve Bloom, CEO Revenue: US$22,000,000. Staff: 90. Description: Configuration and Implementation management consulting includes: operations assessments, software evaluation and selection, business systems planning, supply chain management. Project Management services includes: implementation of new or upgraded applications. SAP, J.D. Edwards, Oracle, HBOC, Lawson. Overall project management, functional implementations, technical implementations, full team approach, ownership and responsibility for success technology services includes: enterprise wide technology assessment, planning and deployment; network, server and application performance enhancement services; e-commerce and web based applications development; data warehousing and decision support solutions. Geographic Area Served: National capability, upper Midwest focus.

❚ 2041

JOANNE H. PRATT ASSOCIATES Staff: 5. Description: Provides companies cost-effective graphic design, writing, page, production, and printing services. Offers marketing communication consultation in creating effective sales presentations, print materials, and electronic presentations on the Internet’s World Wide Web. Graphic Areas Served: English-speaking areas. Special Seminars: Web design and hosting.

3520 Routh St. Dallas, TX 75219 PH: (214)528-6540 FX: (214)528-5730 E-mail: [email protected] Contact: Joanne H. Pratt, President

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Staff: 3. Description: Performs market research and advising on the virtual office, including telecommuting and homebased businesses. Helps organizations implement teleworking and telecommuting. Recent emphasis on related topics such as e-commerce and personnel productivity. Also helps employees obtain permission to telecommute. Serves private industries as well as government agencies worldwide. Seminars: Working at Home: Challenges for Federal Policy and Statistics; 5 Steps to Successful Telecommuting; Characteristics of Telecommuters. Geographic Area Served: Worldwide.

❚ 2042

PRAXIS ONLINE CAMPAIGNS

InfoVista; Micromuse, Inc.; Motive Communications, Inc.; Pentasafe; Pereqrine Systems; Reefedge; Riptech.

❚ 2045

PREFERSOFT INC. 808 4th Ave., SW, Ste. 810 Calgary, AB, Canada T2P3E8 PH: (403)262-4402 TF: 888-442-4636 FX: (403)234-9188 E-mail: [email protected] URL: http://www.prefersoft.com Contact: Ben Dulley, CEO

1001 Bridgeway, Ste. 445 Sausalito, CA 94965 PH: (415)332-6396 TF: 800-661-3199 FX: (415)332-6396 E-mail: [email protected] URL: http://www.nextpolitics.com/praxis/ Contact: Paul C. Andersen, Principal

Description: PreferSoft Inc. provides web-based customer relationship management software, titled "eControl Customer," which provides fully functional customer service on the web. The software program is a 100% browser-based, business productivity application that can increase customer loyalty by continuously improving a company’s ability to respond to and resolve customer service issues.

Staff: 2. Description: Web design and Internet consulting for socially responsible small businesses and nonprofit organizations worldwide.

❚ 2046

PREMIER TECHNOLOGY SOLUTIONS INC. ❚ 2043

PRECISION RESPONSE CORP. 7045 Clairton Rd. West Mifflin, PA 15122 PH: (412)650-3800 URL: http://www.prcnet.com

5 Juniper Rd. Rolling Meadows, IL 60008-2336 PH: (847)303-6724 FX: (847)303-6724 Contact: Peter Jahns, Principal Description: Consultant specializes in database and web site development. Geographic Area Served: United States.

Founded: 1982. Description: Precision Response Corp. provides online marketing solutions through interactive customer communications, e-commerce and live Internet customer care support. They integrate Internet-based customer and commerce activities with a client’s existing customer relationship management initiatives.

❚ 2044

PREDICTIVE SYSTEMS, INC. 19 West 44th St. New York, NY 10036 PH: (212)659-3400 FX: (212)659-3499 E-mail: info [email protected] URL: http://www.predictive.com Contact: Mr. Andrew Zimmerman, CEO Founded: 1995. Description: A network and e-commerce security, monitoring and incident response, and information security consulting company. Major Partners: Cisco Systems, Inc.; Compaq Computer Corp.; Hewlett-Packard Co.;

❚ 2047

PRICEWATERHOUSECOOPERS LLP 1301 Avenue of the Americas New York, NY 10019 PH: (646)471-4000 FX: (646)394-1301 URL: http://www.pwcconsulting.com Description: PricewaterhouseCoopers Consulting offers a variety of services including Customer Relationship Management solutions with a strategic approach to determine an organization’s level of CRM maturity and develop a detailed blueprint for achieving operational efficiency and profitability through CRM investments. Their integrated multi-channel solutions help a client’s business identify, implement and integrate profitable, cost-effective channels to maximize each customer interaction and coordinate their sales, service and marketing efforts to help manage, automate and integrate every channel including retail, direct mail and email communications.

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❚ 2051

PRIMARY RESOURCE GROUP INC.

PRIOR ANALYTICS LTD.

5128 Bonnie Brae Ct. Ellicott City, MD 21043 PH: (410)480-0954 FX: (410)480-0968 E-mail: [email protected] URL: http://www.primaryresourcegroup.com

102-104 Sheen Rd. Richmond Surrey TW91UF, United Kingdom PH: 44 20 8334 1120 FX: 44 20 7681 4496 E-mail: [email protected] URL: http://www.prior-analytics.com Contact: Claire Robinson, Sales and Marketing Director

Founded: 1996. Description: Primary Resource Group is a management consulting firm that provides expertise in the area of Customer Service. Their clients are from a wide variety of industries including Fortune 500 companies and include any department within a company that serves a customer. Services include assessment of current customer service operations, building customer service organizations for new businesses, facilitating the outsourcing of customer service functions, mentoring managers of customer service operations and customizing and conducting workshops.

Description: Prior Analytics is a Customer Relationship Management Solutions Company dedicated to providing clients with effective CRM systems. They offer a wide range of products to fulfill client’s CRM needs with services including consultancy, data migration, report writing, support, project management, systems implementation and training courses and resources. They can also help with support and helpdesk solutions and web and mobile CRM solutions.

❚ 2052

PRIORITY CONSULTING INC. ❚ 2049

PRIME VISIBILITY LLC 115 Eileen Way, Ste. 103 Syosset, NY 11791 PH: (516)364-9400 TF: (866)774-6381 E-mail: [email protected] URL: http://www.primevisibility.com Contact: Mr. Andrew Hazen, Chief Executive Officer and President Description: Prime Visibility is a search engine optimization company. They provide search engine placement and search engine optimization services.

39 Shira Ln. Manalapan, NJ 07726-8802 PH: (732)682-4146 TF: 888-454-0193 FX: (732)625-2738 E-mail: [email protected] URL: http://www.priorityconsulting.com


❚ 2048

Description: Priority Consulting is an IT technical consulting firm specializing in custom eCRM implementations for enterprises and corporations in various industries. They provide a full life cycle of services for CRM projects including implementing, customizing and maintaining packaged CRM applications. Major Partners: Siebel; Quintus; Queplix.

❚ 2053

PRISM RESOURCES INC. ❚ 2050 2328 Bob Boozer Dr. Omaha, NE 68130-2558 PH: (402)330-8320 FX: (402)330-8299 URL: http://www.prismrsc.com Contact: Rick Gregg, President

PRIMUS VENTURE PARTNERS INC. 5900 Landerbrook Dr., Ste. 200 Cleveland, OH 44124-4020 PH: (440)684-7300 FX: (440)684-7342 E-mail: [email protected] URL: http://www.primusventure.com Contact: James T. Bartlett, Managing Director

Description: Specializes in custom software development services. Offers project management, business re-engineering, and Internet transaction processing.

Description: A private equity investment firm dedicated to invest in enterprises with exceptional potential for capital appreciation. Manages more than $340 million of private equity capital. Focus our activity in six areas: internet/ecommerce, telecommunications, financial services, forprofit education, outsourced business services, and medical services/devices.

❚ 2054

PRO COMPUTER CONSULTANTS (PCC) 907 North G St. Tacoma, WA 98403-2415 PH: (253)272-4243

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E-mail: [email protected] URL: http://www.pccglobal.com/ecommerce.htm

technologies such as HTML, Java, Perl, Shockwave, RealAudio, Quicktime, VR, and VRML.

Description: Pro Computer Consultants strive to offer solutions for all of their clients computing concerns. From design to implementation, from hardware to software, from conception to actualization, they help clients by implementing the latest advances in technology. PCC assist clients in the decision-making processes by providing unbiased advice on any technological purchase.

❚ 2058

❚ 2055

PROCTER CONSULTANCY 25 Coda Centre 189 Munster Rd. London SW66AW, United Kingdom PH: 44 20 7385 5085 FX: 44 20 7385 2895 E-mail: [email protected] URL: http://www.procter.co.uk Description: Procter Consultancy offers a wide range of services to help clients enhance their customer service including communicating with customers via customer service, selling and presentation skills and supporting goals through setting up and running contact centers and customer contact strategy.

PROFESSIONAL COMPUTING SOLUTIONS A-5569 143rd Ave. Holland, MI 49423-9319 PH: (616)396-1213 TF: 800-575-0808 FX: (616)393-5953 E-mail: [email protected] URL: http://www.pcshomepage.com Contact: Robert R. Bowes, Principal Staff: 9. Description: A privately held software development and consulting company specializing in custom software for business and personal use. Authorized reseller for accounting software, business-to-business (B2B) and business-to-consumer (B2C) e-commerce systems. Special Seminars: Palm and windows CE development for Hand Helds and PDAs. Geographic Area Served: United States.

❚ 2059

PROFESSIONAL EDGE ❚ 2056

PRODUCT CONSULTANTS UNLIMITED (PCU) 601 N. Michigan Ave. Plant City, FL 33566 PH: (813)717-7717 FX: (813)754-5894 E-mail: [email protected] URL: http://www.productconsultantsinc.com Description: Product Consultants Unlimited is a company experienced in business marketing. They offer a variety of services including: site design, redesign, custom graphics, e-commerce solutions, multimedia, search engine promotion, and much more. Their services extend to commercial, non-profit, and personal needs.

PO Box 585 Boston, MA 02102 TF: 800-731-0601 E-mail: [email protected] URL: http://www.proedgeskills.com Contact: Mary Sandro, Founder Founded: 1994. Description: Professional Edge is a company that provides web based, pre-program analysis, followup and job aid before and after presentation skills services, customer service training, hiring programs and keynotes to improve customer retention through the web and beyond.

❚ 2060

PROFITECH 3, Shivalik Appasaheb Marathe Marg Prabhadevi 400025, India PH: 91 22 437 6198 E-mail: [email protected] URL: http://www.webindia.com/profitech/

❚ 2057

PROEMAIL 1800 Hendersonville Rd., Ste. 4 Asheville, NC 28803 PH: (704)277-8866 E-mail: [email protected] Description: Provides Internet publishing and digital design. Provides creative websites and evaluates World Wide Web communication needs. Special Seminars: Uses Internet

Description: ProfiTech are corporate strategy consultants that work in the area of business-strategy with e-businesses upcoming and existing, e-transforming and globalizing Indian companies, and multinational high-tech companies on their strategic plans for South and Southeast Asia.

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TF: 800-825-3995 FX: (520)747-4900 E-mail: [email protected] URL: http://www.prologic.com Contact: James Heim, Chairman & CEO

PROGRESSIVE CONSULTANTS INC. (PCI) 1175 Herndon Pkwy, Ste. 750 Herndon, VA 20170-5543 PH: (703)790-9316 FX: (703)790-9248 E-mail: [email protected] URL: http://www.pci-net.com/pci-new/home.cfm Description: Progressive Consultants Inc. are an experienced technology team who apply their expertise to meet the specific project and resource needs of their clients. PCI’s custom solutions have helped clients improve their environments, processes, and services in a number of industries which include manufacturing, banking, wholesale, retailers, sports, associations and nonprofits.

❚ 2065

PROSAVVY 9510 Meridian Blvd., Ste. 200 Englewood, CO 80112 PH: (720)873-5400 TF: 800-983-9737 FX: (720)873-5602 E-mail: [email protected] URL: http://www.prosavvy.com Contact: Mr. David Gold, Founder and Chief Executive Officer

❚ 2062

PROGRESSIVE IMAGE INC. 1670 Old Country Rd., Ste. 115 Plainview, NY 11803 PH: (516)420-1500 FX: (516)420-0378 E-mail: [email protected] URL: http://www.exectrainer.com Contact: Mrs. Heather Hansen-O’Neill, President Description: Progressive Image is a company that specializes in e-commerce customer service and e-commerce executive training, with a custom on hold marketing division. In addition to consulting services, keynote speeches, group and in-house training, they also have workbooks, a tape series and a book on customer service.

❚ 2063

PROJECT CONSULTANTS INC. 368 Stephanie Dr. Guelph, ON, Canada N1K1R2 PH: (519)766-4600 E-mail: [email protected] URL: http://www.projectconsultants.com Contact: G. DeSantis, President Description: Provides custom software design, development and programming; hardware and software consulting and procurement; special support for 3D animation and CAD developers; and Internet strategies and solutions. Special Seminars: Special support for 3D animation and CAD (hardware and software). Geographic Area Served: United States and Canada.

❚ 2064

PROLOGIC MANAGEMENT SYSTEMS, INC. 3708 E Columbia St., Ste. 110 Tucson, AZ 85714 PH: (520)747-4100

Staff: 38. Description: Prologic Management Systems offers proprietary software products used to track resources and manage manufacturing and distribution processes. Prologic also specializes in services for e-commerce, manufacturing, distribution, resource planning, and tracking, including computer systems integration, consulting, and Internet and intranet design.


❚ 2061

Founded: 1995. Description: ProSavvy is a web-based solution enabling clients with projects to find the best consulting firms for their needs. ProSavvy clients include people looking for a professional services management system and consultants looking for projects. ProSavvy provides webhosted systems enabling companies of all sizes to more efficiently and effectively identify, select and manage the procurement of outside professional services. With ProSavvy, companies are supplied with the tools and information necessary to select the most qualified firm(s), manage all professional and consulting engagements, track projects and suppliers performances and control project outsourcing expenditures. The ProSavvy system includes three solutions: sourcing, corporate, and supplier. Sourcing provides the online tools and business services that facilitate the collaboration between clients and consulting firms. Corporate increases corporate efficiencies and cost savings by providing the resources to manage the entire procurement process. And Supplier is for all disciplines of consulting firms and professional service suppliers who are looking to expand their business development efforts.

❚ 2066

PROSPECTUS STRATEGY CONSULTANTS Parkview House, Beech Hill Clonskeagh 4, Ireland PH: 44 353 1 260 3122 FX: 44 353 1 260 3130 E-mail: [email protected] URL: http://www.prospectus.ie Founded: 1991. Description: Prospectus is an independent strategy consultancy, assisting companies build strong and

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profitable businesses through: strategy development, strategy implementation, managing change, and merger and acquisition integration. Prospectus focuses on offering clients a full range of strategy services which include; assessment, development, planning and implementation of innovative strategies at all stages of their growth.

design, and network administration. Focus is on connectivity, web presence, and e-commerce. Geographic Area Served: United States.

❚ 2070

PSC GROUP LLC ❚ 2067

PROSPRO COMPUTER CENTRE Pellon Ln. Hallifax HX15SP, United Kingdom PH: 44 1422 280 280 FX: 44 1422 280 281 E-mail: [email protected] URL: http://www.prospro.co.uk Description: Prospro Computer Centre focuses on specialist technical support and services. These include the following key areas: Network consultancy and design, Sales and implementation of full network systems, Internet and E-Commerce solutions, Supply, maintenance and training for systems, Sage software supply, and installation and training. Prospro’s primary objective is to assist in providing the right solutions for business needs, whether it be Network systems, Sage Accounting solutions or Web and E-Commerce solutions, and with the full backup of support, training and maintenance by our highly qualified staff.

❚ 2068

PROXICOM INC. 11600 Sunrise Valley Dr. Reston, VA 20191 PH: (703)262-3200 FX: (703)262-3201 URL: http://www.proxicom.com Contact: Raul J. Fernandez, Chairman and CEO

1051 Perimeter Dr., Ste. 500 Schaumburg, IL 60173 PH: (847)517-7200 TF: 800-592-8003 FX: (847)517-7600 E-mail: [email protected] URL: http://www.psclistens.com Contact: Mr. Andrew Lauter, President Founded: 1990. Description: Midwest management consulting company that services 9 areas and with over 700 consultants. Develops or implements applications and systems needed to manage transactions and distribute data. Major Partners: IBM; Microsoft; Oracle; Lotus; Cisco Systems; WatchGuard

❚ 2071

PSINET INC. 44983 Knoll Sq. Ashburn, VA 20147 PH: (703)726-4100 TF: 800-395-1056 FX: (703)726-4200 E-mail: [email protected] URL: http://www.psi.com Contact: William L. Schrader, Chairman and CEO

Revenue: US$4,000,000. Staff: 692. Description: An ebusiness consulting and development company that delivers innovative Internet-based solutions and applications for Global 1000 companies and other global, forward-thinking businesses.

Revenue: US$554,700,000. Staff: 4150. Description: Providers of IP-based communications services for business. Offers a range of Internet solutions that can help cut costs, boost productivity, expand into new markets, and improve work. Services include: corporate internet access and private IP networks, managed internet security, web and database hosting services, electronic commerce solutions, and voice, fax, live audio-video, and other applications. Also provides 24x7 network operations and monitoring, customer support, and free IP tutorials.

❚ 2069

❚ 2072

PRUITT COMPUTER CONSULTING

PTYX

PO Box 687 Wilmington, OH 45177 PH: (866)400-2055 FX: (937)486-5608 E-mail: [email protected] URL: http://www.pruittconsulting.com Contact: William Pruitt, Principal

7576 Willow Glen Rd. Los Angeles, CA 90046 PH: (213)876-8234 FX: (213)874-4745 E-mail: [email protected] URL: http://www.ptyx.com

Description: A Microsoft Certified Systems Engineer with experience in firewalls, web servers, graphic design, web

Description: Provides Internet connection, consulting, and configuration. Offers virtual domain hosting, Web Tool Setup, and Intranet and private network programming.

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- E-Commerce Sourcebook 1

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