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The B2B market has two primary components: e-frastructure and e-markets.
Efrastructure is the architecture of B2B, primarily consisting of the
following:
Customer satisfaction
score on online customer satisfaction surveys
# of customer complaints/resolutions
Customer retention
retention rates of clients who use the internet compared with those who do not
% customers placing repeat orders
Acquiring new customers
customer acquisition or new leads generated by the web site
sales generated directly and indirectly by the web site
Effective internet marketing
# of hits
# of page impressions
# of site visits
# of visitors
Fulfillment process
on-time delivery of products and electronic services
level of stock-outs
level of shipping errors
# problems with customer order processing
# problems with warehouse processing
Availability of the E-business system
average system availability
average downtime
maximum downtime
Improvement of systems development
punctuality index of E-business systems delivery
E-business systems development process excellence
average time to upgrade the E-business system
Security and safety
absence of major E-business issues in Internal/External audit reports
absence of major unrecoverable E-business failures or security breaches