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Use of Internet for Advertising, Sales and Customer Support:
• Customer access to databases on products, accounts, shipping, order status.
This factor involves changes to the four Subsystem Data Objects, and new ways of accessing their information:
- Customer Market Data Object includes information about the customer market as well as individual customers, their needs and preferences. For e-business, this data will need to be referenced automatically whenever a customer contacts the company website, to personalize the interaction. It will also need to be updated automatically to add new information about this latest customer contact.
- Customer Market Relationship Data Object includes information about what the company's product will do for a customer, plus all sales and support interactions with individual customers. This information will be used by automated website-driven processes to determine what data a particular customer is authorized to access. Some parts must be directly accessible by the customer to review previous transactions, account information and order status.
- Product Package Data Object includes information about the product, as seen from the customer's point of view. It defines the "package" that the customer contracts to buy (e.g., product capabilities + warranty + service). This information will be referenced by automated website-driven processes to describe a product to a prospective customer, or to verify what was purchased.
- Product Infrastructure Data Object includes information about the infrastructure itself, but also information about what products are scheduled, what products are being or have been produced, and what products have been shipped to customers. This information will be referenced by automated website-driven processes though which the customer can check the status of an order shipment.
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