pt. 1. Five steps to success in electronic commerce: How to create a profitable electronic business strategy: Step 1. Make it easy for customers to do business with you ; Step 2. Focus on the end customer for your products and services ; Step 3. Redesign your customer-facing business processes from the end customer's point of view ; Step 4. Wire your company for profit : design a comprehensive, evolving electronic business architecture ; Step 5. Foster customer loyalty, the key to profitability in electronic commerce -- pt. 2. Eight critical success factors and case studies: How to assimilate the critical success factors and case studies: CSF 1. Target the right customers: American AIrlines. National Semiconductor. Lessons learned ; CSF 2. Own the customer's total experience: Hertz. Amazon.com. Lessons learned ; CSF 3. Streamline business processes that impact the customer: Babson College. National Science Foundation. Lessons learned ; CSF 4. Provide a 360-degree view of the customer relationship: Bell Atlantic. Wells Fargo. Lessons learned ; CSF 5. Let customers help themselves: Dell Computer. iPrint. Lessons learned ; CSF 6. Help customers do their jobs: Boeing. PhotoDisc. Lessons learned ; CSF 7. Deliver personalized service: Dow Jones. General Motors. Lessons learned ; CSF 8. Foster community: Cisco Systems. Tripod. Lessons learned ; Synthesis of best practices : next steps.