Getting Caught in the Web
- UK retailers miss out by failing to push multi-channel services. // New Media Age;5/19/2005, p7
This article presents the results of a survey of more than 100 British retailers' transactional Web sites. The survey found that many do not cross-promote their other shopping channels effectively and their customer service is poor. The survey, conducted by distance-selling specialist Zendor,...
- Using a Web presence for cybersupport. Parker, Fred // Telecommunications - Americas Edition;Jul96, Vol. 30 Issue 7, p72
Advises companies to create customer service sites on the World Wide Web. Benefits of customer service sites; Graph of business activities conducted online; Guidelines on Internet marketing.
- Profits could prove elusive for the on-demand CRM model. // MarketWatch: Global Round-up;Dec2008, Vol. 7 Issue 12, p214
The article reports on the adoption of the on-demand customer relationship management (CRM) model that promotes impressive growth rates over the medium term in the U.S. The on-demand CRM helps vendors to deliver support, fix software bugs and update the software for all end-users in the same...
- eGain Busts. // CRM Magazine;Feb2007, Vol. 11 Issue 2, Special section p6
The article discusses misconceptions about Web self-service operations. Most companies believed that one Web self-service method fits all consumers as well as their needs. However, in reality, consumers and prospects prefer various ways to access information through self-service. The important...
- Are You Speaking Your Customers' Language? McGovern, Gerry // New Mexico Business Journal;Feb2007, Vol. 31 Issue 2, p28
The author describes the language used by customers involved in Web-based transactions. To strike a conversation with customers, businesses should be aware of the words they search through the Web. The author reminds them that this language is straight-to-the point and used by customers in a...
- The Shift to Web Self-Service. Peery, Bob // CRM Magazine;Nov2007, Vol. 11 Issue 11, Special section p6
The article focuses on the best practices in knowledge management (KM) and its role in an efficient Web self-service. An effective KM is determined through consistency, predictability, and repeatability (CPR) and delivered through a knowledge base that serves as a hub for all communication...
- 24-hour shopping is a world beater. Moore, Andy // Electronics Weekly;2/15/2006, Issue 2228, Special section p9
The article reports on PowerSupplyShop.com offering services to customers to locate and order equipment for next-day delivery, from any part of the world and at any time, in order to minimize costly plant downtime. Now consumers can place orders and pay for products online to ensure earliest...
- Hip relationship. Desmond, John P. // Software Magazine;Nov98, Vol. 18 Issue 15, p54
Focuses on the emergence of alternatives in the realm of Web-based customer relationship management. Some of the challenges faced by companies; Information on software application categories; Technology options.
- Quit dissin' the Web's middlemen. Lundquist, Eric // PC Week;07/14/97, Vol. 14 Issue 30, p150
Opinion. Comments on the term `disintermediation' which is being used often in discussions about the World Wide Web. The role of the middleman between the consumer and the manufacturer in light of direct Web connections; The importance of distributors and resellers.