ABSTRACT
A firm whose raw materials cost less than they cost its competitors, or one whose customers will pay a premium price for its products, is in a strong position. Analytical customer relationship management (CRM) is about customers as a group rather than any one customer, focusing on overall information and patterns. CRM works downstream, from supplier to customers. Supply Chain Management (SCM) works upstream, from customer to suppliers. SCM helps a business become a desirable customer, which suppliers will treat better than other customers. Government-to-consumer (G2C) e-business, abbreviated G2C and sometimes called e-government, means conducting government business online. Big-ticket, once-in-a-lifetime purchases are typically found in this quadrant: a college education, a custom home. These customers choose a supplier on the basis of how well its offering can be customized for their specific needs. In 2018, US consumers bought over half a trillion dollars worth of goods from online sources.
