List of Figures

Chapter 1: Background, Terminology, Opportunity, and Challenges

Figure 1.1: Phase 1: initial deployment of CRM core systems.
Figure 1.2: Phase 2: extending CRM core systems' reports through custom coding.
Figure 1.3: Phase 3: creating functionality-specific data marts for CRM support.
Figure 1.4: Phase 4: multiple CRM core systems and nonintegrated data marts.
Figure 1.5: Phase 5: two approaches to integrated CRM-focused data warehousing: (a) CRM-specific data warehouse and (b) CRM data added to a general-purpose data warehouse.
Figure 1.6: Phase 6 (current state): CRM-specific data warehouse with nonintegrated e-commerce and traditional CRM analytics.
Figure 1.7: One approach to integrating e-CRM and traditional CRM data content.
Figure 1.8: Using content provided by CRM analytics in customer-facing transactional processes.
Figure 1.9: An example of combining traditional data warehouse content with other e-commerce data.

Figure 2.1: Various forms of B2C business models.
Figure 2.2: (a) Pure-play versus (b) click-and-mortar B2C e-tailers.
Figure 2.3: Different e-commerce value chains: (a) Levi Strauss and (b) Wal-Mart.
Figure 2.4: Different B2C service models: (a) "offline" services and (b) online-only services and content.
Figure 2.5: An e-commerce data warehousing methodology.
Figure 2.6: The e-commerce data warehousing framework.
Figure 2.7: Basic customer intelligence in click-and-mortar and pure-play B2C environments.
Figure 2.8: Incorporating other forms of Internet data into a B2C data warehouse.
Figure 2.9: Extending basic customer intelligence capabilities with automated B2C campaign management.

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