CUSTOMER RELATIONS
SITES
ARTICLES
Customization: Does It Really Fit?
Just as Levi's got rid of a feature letting customers customize jeans online, Nike launched one. It's impossible to say yet whether such personalization efforts are worth the cost. (1/20/2000 at ClickZ Network)
Common Sense at Last
Deloitte consulting's recent report, "How To Eat The CRM Elephant," gives common-sense advice on customer relations: don't invade customer privacy; your employees are more important to customer relations than your software; and fix your disasters quickly. (10/15/2001 at NUA Internet Surveys)
The Cranky User : What's With the Attitude?
Rather than berating customers who complain about website, try listening to and thanking them. (9/27/2001 at IBM)
Cyberstores Turning to Live Chat to Help Customers
E-retailers are connecting users to customer representatives through live web-based chat. So far, this approach has been moderately successful facilitating purchases and customer satisfaction. (12/5/1999 at The Nando Times)
E-Business Means E-Relationships
One thing that many ebusinesses forget is that business is as much about building relationships with customers as it is about making a sale. (1/21/2000 at Upside)
E-tailers Scramble to Improve for Holidays
Etailers are improving their customer service, cutting down email response times and using technology to identify where customers are having problems online, to avoid the problems that plagued them last holiday season. (10/2/2000 at USA Today)
The Grand Illusion
Personalizing your site for your users has not been demonstrated to result in more traffic or purchases; but giving the illusion of personalization can be worthwhile. (1/28/2000 at ClickZ Network)
If They're Happy, You're Happy
According to a study by Techtel Demand Research, the more positive consumers' experiences with an online company are, the higher the company's share price is. (4/25/2001 at ClickZ Network)
It's Not Big Brother, It's Customer Service
New technology lets customer service representatives for a website watch people browse the site and step in when someone looks like they need help. (1/27/2000 at The New York Times)
The Keyboard to Success
ESupportNow and PeopleSupport are two companies that are making an industry out of handling email support for e-commerce companies. (11/24/1999 at The Boston Globe)
Law and Disorder
As more corporate clients become dissatisfied with the service they're getting from e-services consulting and development firms, they're suing for what they consider breach of contract. A look at recent lawsuits, and ways to avoid one of your own. (10/23/2000 at ZDNet Developer)
Many E-tailers Dodge Phone Calls to Cut Costs
Though it costs them customers, many online retailers try to save money by not building call centers (which can cost up to $250,000 plus salaries) and not hiring competent phone staff. (9/14/2000 at News.com)
Markets are Conversations
Two authors of The Cluetrain Manifesto give their opinion on the evolution of markets: from conversation in "the old days," to regimentation in the Industrial Revolution, to a glorification of marketing, and back to conversation with the Net. (1/17/2000 at The Industry Standard)
Personalization Mostly Potential, For Now
Very few sites are doing personalization well today - they ask for user information, but don't tailor the site to the user as well as they should. (2/1/2000 at 15 Seconds)
Service On a Shoestring
A look at how some online businesses deal with customer service - answering emailed questions, live chats with customers - without resorting to expensive systems. (3/14/2000 at Fortune)
Shoppers Pan Online Customer Service
With the holiday shopping season coming, The Industry Standard links to a number of articles focusing on the poor customer service consumers can expect. (11/24/1999 at The Industry Standard)
Software That Asks "Who Goes There?"
Companies including Courion, Access 360, M-Tech, Computer Associates, and others hope to sell large companies on technology that automates assigning new passwords to employees who have forgotten theirs. (2/26/2002 at Business Week)
What Price Feedback Email?
A Jupiter Media Metrix survey indicates that most websites do poorly at answering customers' email; to deal with the problem, some sites are making their email response systems more efficient, while others are discouraging customers from emailing. (3/4/2001 at Lighthouse on the Web)
You Asked for It!
An overview of some paradigms for answering customer/site user questions, and several companies' software systems for dealing with customer queries. (11/2/1999 at Web Techniques)
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