Growing e-commerce trend can't be ignored by property owners.More than half of Internet users Internet user n → internauta m/f Internet user Internet n → internaute m/f bought something online in 1999. That eye-opening statistic statistic, n a value or number that describes a series of quantitative observations or measures; a value calculated from a sample. statistic a numerical value calculated from a number of observations in order to summarize them. has caught the attention of many businesses--even those with no immediate plans for electronic sales. Building owners and managers who provide the telecommunications infrastructure necessary for e-commerce will be better positioned to keep occupancy--and rental rates--high. This column is part of a monthly question-and-answer series on telecommunication services designed to help real estate professionals compete for and retain tenants. Once the technology is in place, what other issues face tenants involved in e-commerce? Some issues are specific to a particular industry. For example, traditional retailers worry that by starting an e-business they will be cannibalizing their other business. Several e-business issues cut across industries: * Strengthening customer service. First and foremost, customers' experience must improve. An Andersen Consulting See Accenture. survey found problems with about a quarter of online shopping transactions. Other reports suggest that many customers get frustrated frus·trate tr.v. frus·trat·ed, frus·trat·ing, frus·trates 1. a. To prevent from accomplishing a purpose or fulfilling a desire; thwart: or confused after starting an on-line purchase, and simply don't complete it. Confusing con·fuse v. con·fused, con·fus·ing, con·fus·es v.tr. 1. a. To cause to be unable to think with clarity or act with intelligence or understanding; throw off. b. site design, poor response to customer queries and unclear return policies are barriers to sales. * Building logistics and distribution. Most e-businesses--particularly the dot.coms--have little experience with inventory and shipping. The learning curve and investment requirements are steep, and strategies differ widely. Amazon.com built five huge automated warehouses, putting them near consumers. Other companies are locating distribution centers at airports. Some have goods shipped directly from supplier to customer. Most e-tailers, however, are outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. order fulfillment Order fulfillment (in BE also: order fulfilment) is in the most general sense the complete process from point of sales inquiry to delivery of a product to the customer. Sometimes Order fulfillment to large, well-established mail order companies. * Gaining customer trust. Surveys show privacy tops the list of Web-use concerns. Customers want credit card data protected, and assurance that personal data won't be abused. Most people will share personal data if they trust the company and will get some benefit, such as a Web page customized for their preferences. Web site certification programs have been created to increase consumer confidence. Term of the weeks: Clicks' and Mortar--a reference to the combination of Web savvy and physical facilities needed to execute a successful e-business strategy. About the Author: Jack Robinson Jack Robinson may refer to:
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