customer service

| MCM staff

Customer service remains the cornerstone of direct-to-customer operations, just as it did when Stanley J. Fenvessy wrote his classic guide to fulfillment

PACKAGE INSERTS

| Shayn Ferriolo

Mailers say no to e-tailer inserts Catalogers prefer to stick with the programs of their peers With the Internet offering a viable new channel for remote

Tote Up the Tab

| Rama Ramaswami

Just as online retailers are getting the hang of the physical aspects of fulfillment, along comes another surprise: the sheer expense of the whole business.

CrossTalk

| MCM staff

XML is a hot favorite for e-commerce transactions, but universal usage standards remain elusiveA pianist can rely on hours of practice and his own neural

LEAP, CLICK, SHIP

| MCM staff

In his popular book The Fifth Discipline, business management guru Peter Senge describes what he calls the “Parable of the Boiled Frog.” If you drop a

Patagonia, Holiday 1999

| Melissa Dowling

As a cataloger/retailer/wholesaler/Web marketer, Patagonia is indeed a multichannel powerhouse. And, judges said, the outdoor gear and apparel marketer’s

Deluxe assortment

| Barbara Arnn

How does the expansion of Internet-based sales alter the picture of payment processing?It’s a money-colored thing Remember when you were a kid and you

Patagonia, Holiday 1999

| Moira Cotlier

At first glance, all the judges agreed, Patagonia’s cover image of two rock climbers scaling an enormous, icy rock face is “stunning,” “dramatic,” and

Rack & Roll

| Rama Ramaswami

What’s trendy, up-to-the-minute, and to die for? A distribution center that’s equipped to the max for e-commerce, of course. Take a tour of SubmitOrder.com’s