Patricia Seybold is one of the few people with the credentials and experience to author the one audiobook on electronic commerce everyone in business must listen to. Seybold has advised major companies not only on the technical requirements for a successful electronic commerce strategy, but also on the management, marketing, sales, and customer support systems necessary to create an infrastructure that seamlessly blends a company's e-commerce initiative with its overall business.

It all starts with customers. For the past several years, Seybold has been working with electronic commerce pioneers who have made life easier for their customers by figuring out what they want and designing their Internet strategy accordingly. Seybold's guide is packed with insights on how both Fortune 500 giants and smaller companies have created e-commerce initiatives that place them well ahead of their competitors. Examples include:
-- National Semiconductor made huge improvements to its bottom line by targeting the right customers (not always the ones who make the final buying decision) on its Web site.
-- Hertz coordinated its e-commerce strategy with its entire business so that it is now head and shoulders above its competitors in owning the customer's total experience.
-- iPrint transformed a commodity business by using the Web to let customers help themselves in designing the end product exactly as they want it.

Customers.com is an exceptionally rich source of ideas and information: the one audiobook you need to stay in business in the rapidly changing era of electronic commerce.