Winning at collaboration commerce : the next competitive advantage

"Real time Collaboration Enterprise" is the new business model for market domination. Billions of dollars will be spent in this field, and by 2007 the majority of Global 1000 enterprises will be deploying real-time collaboration business processes to be a core of their business portfolios. Based on their extensive experience with cutting-edge technology, the authors discuss how to successfully implement collaboration commerce solutions, reporting lessons learned from leading companies such as P&G, Astra Zeneca, SAP, and Microsoft.

Author Notes

Heidi Collins is President and Founder of Heidi Collins, LLC
Cindy Gordon, Ph.D., is CEO of Helix Commerce International Inc., a company specializing in Innovation and Knowledge Capital
Jose Claudio C. Terra, Ph.D., is CEO of TerraForum Consulting, a company specializing in knowledge management and corporate portals

Preface	p. xv
Acknowledgments	p. xvii
Part I The Fundamentals	p. 1
1 C-Commerce Shift	p. 3
The Early Adopters	p. 4
C-Commerce and Competitive Advantage	p. 5
C-Commerce and Timing	p. 6
C-Commerce and the Information Infrastructure	p. 7
Internal and External Collaboration	p. 8
Leading the Change	p. 9
Organization of the Book	p. 10
2 C-Commerce Drivers and Benefits	p. 15
Cost Reduction and Cycle Time Reduction	p. 16
Knowledge Transfer and Learning across the Value Chain	p. 20
Innovation	p. 23
3 C-Commerce Framework	p. 32
Defining C-Commerce	p. 33
C-Commerce Capabilities	p. 34
Part II Making It Happen: The C-Commerce Dimensions	p. 49
4 The Governance Dimension	p. 54
Strategy-From Firm First to Customer First	p. 55
Process-From Hierarchical to Distributed Ownership	p. 55
Information Technology-From Closed and Proprietary to Open and Standards	p. 56
People-From Resource Management to Partnership Management	p. 56
Culture-From Prescriptive to Self-Regulating	p. 57
Measurement-From Firm Shareholders to Value-Chain Shareholders	p. 57
Critical Issues for C-Commerce	p. 57
Governance and Levers of C-Commerce	p. 62
5 The Strategy Dimension	p. 66
Purpose-From Firm versus Firm to Network versus Network	p. 67
Identity-From Products and Services to Experiences	p. 69
Reputation-From Easy-to-Manage to Complex-to-Manage	p. 69
Trust-From Underestimated Value to Core Value	p. 71
Commerce-From Win-Lose to Win-Win	p. 72
Transparency-From Competitive Intelligence and Protection to Shared Intelligence and Risk Management	p. 73
Networks-From Source of Cost to Source of Revenues	p. 74
Boundaries-From Local to Global	p. 74
Real-Time Collaboration Enterprise-From Slow and Cyclical to Fast and Iterative	p. 75
Governance-From Firm First to Customer First	p. 76
Finding a Unique Strategy	p. 77
6 The Process Dimension	p. 85
Purpose-From Products and Services to Relationship-Centric Processes	p. 86
Identity-From Functional Organization to Collaborative Process Organization	p. 88
Reputation-From Product Experience to Customer Relationships	p. 89
Trust-From Image and Employee Loyalty to Brand, Emotion, and Reciprocity	p. 91
Commerce-From Product Lifecycle Driven to Customer and Supply Chain Driven	p. 92
Transparency-From Closed and Dispersed to Open and Adaptive	p. 92
Networks-From Power Centric to Knowledge Centric	p. 94
Boundaries-From Clear to Opaque	p. 95
Real-Time Collaboration Enterprise-From Sequential to Dynamic and Iterative	p. 96
Governance-From Hierarchical Leadership to Distributed Leadership	p. 97
The Value Proposition	p. 98
Assessing C-Commerce Capabilities	p. 99
C-Commerce Applied to Work Types	p. 101
7 The Information Technology Infrastructure Dimension	p. 107
Purpose-From Firm Centric to Value Chain Centric	p. 109
Identity-From Functional to Integrated	p. 110
Reputation-From Reliable and Specific to Agile and Flexible	p. 111
Trust-From Narrow Picture to Holistic Picture	p. 112
Commerce-From Proprietary to Standards	p. 113
Transparency-From Application Centric to Personalized Delivery	p. 115
Networks-From Limited Access and Bandwidth to Multilayered Access and Broadband	p. 117
Boundaries-From Ivory Tower and Data Centric to Collaborative and Process Centric	p. 118
Real-Time Collaboration Enterprise-From One-to-One, One-to-Many, and Asynchronous to One-to-One, One-to-Many, Many-to-Many, Asynchronous, and Synchronous	p. 120
Governance-From Closed and Proprietary to Open and Standards	p. 121
Smart Web	p. 122
Delivery Models	p. 126
8 The People Dimension	p. 133
Purpose-From Tasks to Goals	p. 134
Identity-From Single Persona to Multiple Personas	p. 136
Reputation-From Individual to Network	p. 138
Trust-From Power to Knowledge	p. 139
Commerce-From Transactional and Operational to Growth and Learning	p. 140
Transparency-From Six Degrees of Separation to Two Degrees of Separation	p. 141
Networks-From Business Units and Functional Teams to Business Processes and Virtual Teams	p. 142
Boundaries-From Formal and Physical to Informal and Virtual	p. 143
Real-Time Collaboration Enterprise-From Single Dimensional to Multidimensional	p. 145
Governance-From Resource Management to Partnership Management	p. 146
Guidelines for Transitioning to C-Commerce	p. 149
9 The Culture and Change Dimension	p. 157
Purpose-From Uniformity to Diversity	p. 159
Identity-From Singular to Pluralism	p. 160
Reputation-From Narrow to Comprehensive	p. 162
Trust-From Selective to Inclusive	p. 163
Commerce-From Transactional to Partnering	p. 167
Transparency-From Conflict Orientation to Constructive Orientation	p. 168
Networks-From Few and Long Term to Many and Volatile	p. 170
Boundaries-From Rigid and Solid to Fluid and Porous	p. 172
Real-Time Collaboration Enterprise-From Cautious and Methodical to Curious and Adaptive	p. 173
Governance-From Prescriptive to Self-Regulatory	p. 174
10 The Measurement Dimension	p. 182
Purpose-From Independent to Shared and Agile	p. 185
Identity-From Isolated to Comprehensive	p. 187
Reputation-From Closed to Open	p. 188
Trust-From Contained to Visible	p. 190
Commerce-From Rigid to Adaptive	p. 191
Transparency-From Constrained to Pervasive	p. 192
Networks-From Disconnected to Interconnected	p. 193
Boundaries-From Linear Navigation to Hyperlinked Navigation	p. 195
Real-Time Collaboration Enterprise-From Static to Dynamic	p. 196
Governance-From Firm Shareholders to Value Chain Shareholders	p. 197
Selecting Critical Measures	p. 199
Part III The Implementation Path	p. 203
11 C-Commerce: Getting Started	p. 205
Category 1 Purpose	p. 206
Category 2 Identity	p. 207
Category 3 Reputation	p. 208
Category 4 Trust	p. 209
Category 5 Commerce	p. 210
Category 6 Transparency	p. 211
Category 7 Networks	p. 213
Category 8 Boundaries	p. 214
Category 9 Real-Time Collaboration Enterprise	p. 215
Category 10 Governance	p. 216
C-Commerce Intelligence Quotient	p. 217
12 C-Commerce Quick Review	p. 219
C-Commerce Overview	p. 220
Appendix C-Commerce Intelligence Assessment	p. 231
Bibliography	p. 239
Index	p. 247

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Author Notes

Table of Contents