Five steps to success in electronic commerce. How to create a profitable electronic business strategy. Make it easy for customers to do business with you. Focus on the end customer for your products and services. Redesign your customer-facing business processes from the end customer's point of view. Wire your company for profit: design a comprehensive, evolving electronic business architecture. Foster customer loyalty, the key to profitability in electronic commerce. Eight critical success factors and case studies. How to assimilate the critical success factors and case studies. Target the right customers. American Airlines. National semiconductor. Lessons learned. Own the customer's total experience. Hertz. Amazon.com. Lessons learned. Streamline business processes that impact the customer. Babson college. National science foundation. Provide a 360-Degree view of the customer relationship. Bell atlantic. Wells fargo. Let customers help themselves. Dell computer. Iprint. Help customers do their jobs. Boeing. Photo disc. Deliver personalized service. Dow jones. General Motors. Foster community. Cisco systems. Tripod. Synthesis of best practices; next steps.