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September 5, 2000 Issue #1 |
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| In The News:
" Ten Imperatives for E-Business Success"(Source: GartnerGroup) "The rules of business in
the new economy have changed and will continue to do so. However,
Gartner analysts have assembled the top 10 imperatives from recent
e-business experiences." " This article discusses the new eCRM landscape and compares the
traditional relationship management to anticipatory customer relationship
management. This article also discuss companies that are inventing
the future of eCRM. The articles closes with five key elements to
eCRM success. "Customer
Relationship Management: An Overview" This Strategic analysis report from GartnerGroup lays out
the components of CRM. The reports also provides a timeline as to
when enterprises will see these solutions actually develop. This
report defines the terms commonly used (e.g. Marketing automation,
database marketing, campaign management, and enterprise customer
management) and examines the processes that enterprise are tying to
automate. "Providing
A Personal Touch to Internet Customer Care" "This Aberdeen executive white paper reviews the business case for providing voice support as part of an integrated e-Business customer interaction strategy and considers the challenges in delivering such capabilities in the dynamic environment that drives e-business. Aberdeen also briefly considers Teloquent, a supplier of distributed customer interaction center systems and a recent entrant into the Internet customer care solutions market." Download the white paper here. "Keep
Customers Happy and Coming Back for More" "Outstanding customer service is more than just a noble goal.
These days it will make or break your business. Ninety percent of
online shoppers consider good customer service to be critical when
choosing a Web merchant. Forrester adds that 4.8 million people-or
37 percent of those who have made online purchases-have used customer
services while e-shopping. The No.. 1 reason shoppers stopped using
Internet merchants was dissatisfaction with service. According to
Jupiter Communications/NFO Consumer survey, 72 percent of online buyers
said that customer service is a critical factor in their online shopping
satisfaction. However, only 41 percent indicated that they were
actually satisfied with the level of service they received."
Please send questions or comments to ResearchThis@ixl.com |
Links:
American
Demographics Call Center Call Center Solutions CC News Customer Support Management DM News Sales and Field Force Automation The DMA Insider RealMarket.com Wired |
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CRM On-line | ||