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| E-commerce > Etude de marché sectorielle |
| Best Practice - Online Customer Service |
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€ 955,00 |
Editeur
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Business Insight |
Langue
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Anglais |
Date de publication : |
Juin 2000 |
Taille du document : |
108 |
Autres informations : |
Description , Table des matières |
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| Autres secteurs en relation |
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| Présentation de l'étude de marché - Description & Table des matières |
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| Best Practice - Online Customer Service |
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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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1. CONSUMER MARKETS
2. FINANCIAL SERVICES
3. AUTOMOTIVE
4. HEALTHCARE
5. ENERGY
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PPLSEN
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