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Walgreens E-Business

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WALGREEN’S - E-BUSINESS

Our textbook, Management: The New Competitive Landscape, tells us “Planning” means to specify the goals to be achieved and deciding in advance the appropriate actions needed to achieve those goals.

V. Kalcheva’s article, The Synergy Of Clicks And Mortar: Developing An Integrated E-Tailing Strategy” in the Summer 2000 Retail Report (University of Florida) includes coverage of the address by George Riedl, General Manager of E-Commerce for Walgreen Company at the Retailing Smarter 2000 Symposium in Orlando. Mr. Riedel PLAN:told the symposium the order from Walgreen CEO, Dan Jorndt, was: “Don’t let our executives build our customer website, let our customers build their own website.” So the strategy was to create a customer-oriented website.

In the 3rd quarter of 1999 Walgreens began organizing resources to build their Internet Pharmacy. Walgreens brought in external resources. An August 17, 1999 online news release from Interwoven, a California-based provider of software for building websites, announced Walgreens chose Interwoven to develop a highly personalized consumer-oriented Internet pharmacy.

Walgreens organized their website development through multiple outside sources. In addition to Interwoven, Walgreens chose Arcot Systems to ensure online security for customer privacy and payments and Net Results Corporation’s ProblemTracker, a software package to track and resolve website problems.

The Walgreen team(s) seem to have been highly motivated because the sources listed above show Walgreen began moving to the Internet in August 1999, and Mr. Riel’s address to the Orlando symposium says the Walgreen Internet Pharmacy was taking online orders from customers by the Summer of 2000.

Walgreens seems intent on streamlining all their business because CRM Today, an online new

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