Customer-Centered Design: A New Approach to Web Usability

Business-to-Business Relationships

Up to this point, we have used the terms “customer” and “consumer” interchangeably. Consumer package goods companies normally focus on the consumer as the end user and reserve “customer” for other businesses, resellers, and distributors. Manufacturers and retailers with business-to-business relationships know that these customer relationships can be among the most profitable.

A one-to-one system with a company must still focus on an individual. Each functional area will approach the relationship uniquely. Depending on whether you're dealing with a professional purchaser, a technical specifier, or an administrative assistant, the customer's needs will vary. Simplifying routine purchases by offering custom lists ...