Establishing a basic e-commerce site is easy but building an online relationship management system to evaluate transactions, manage customer interactions, and extend your business reach offers far greater business benefits. Learn about the latest customer-centric Internet strategies, technologies, and tools in CONNECTING TO CUSTOMERS. This practical, insightful book will help you understand how an Internet-based solution can provide powerful, direct links to customers so that you can deliver the products, services, and information they want exactly when and how they want them. Learn about: THE BUSINESS ISSUE: Get the facts on how to do a needs analysis for an Internet solution, learn how the right Internet solution can improve your business processes, and read real-world case studies about the business problems that Internet solutions solve. THE BUSINESS VALUE: Learn about the rules for return on investment in customer-focused projects, and see how an Internet solution can create value through efficiencies in production, increased speed to market, extended reach of products, and other benefits.T HE MICROSOFT SOLUTION: Explore the benefits of a basic, secure Web presence or of an online retail site with advanced capabilities, and learn how businesses, partners, and technologies work and fit together in solutions with the Microsoft Solutions Framework. PLANNING AND PROJECT MANAGEMENT: Discover what s involved in Internet solution deployment, including roles and responsibilities, infrastructure requirements, typical project schedule, choosing team members, complementary tools and solutions, technology trends, and more.