Every successful company depends on acquiring and more importantly retaining customers.
 

 


 

 
Customer disloyalty, increased competition and falling margins mean that every
 

 
single customer can make a difference to the bottom-line, if the relationship
 

 
is managed profitably.

 

 


 

 
This new business paradigm places stress on every aspect of a company's business
 

 
model, forcing companies to examine performance in areas such as technology platforms,
 

 
online brand management and CRM implementation.

 

 
With customer acquisition costs being so high, it becomes imperative that companies
 

 
seek to differentiate themselves by demonstrating a commitment to product and
 

 
service fulfilment and ease of service.

 

 


 

 
Best Practice - Online Customer Service uses case studies of the leading
 

 
companies to enable you to understand the customer service requirements of your
 

 
target audience and formulate strategies that aim to not only attract but retain
 

 
their business.

 

 


 

 
We have the answers for you:

 

 


 

 
• What are the critical success factors in ensuring excellence in customer
 

 
service?

 

 


 

 
• How will the changing tolerance of poor customer service impact potential
 

 
future revenues?

 

 


 

 
• What are the advantages and disadvantages of outsourcing the customer service
 

 
function?

 

 


 

 
• What are the links between fulfilment and customer retention?

 

 


 

 
• What barriers do pure-plays face in building and maintaining customer loyalty
 

 
compared to traditional bricks and clicks?

 

 


 

 
• What new technology platforms are most suitable for implementing successful
 

 
customer service systems?

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