Table of Contents
Chapter 1: The Web Was Made
For Customer Service
Chapter 2: Customer Service
In A Modern World
Chapter 3: Publishing on
Chapter 4: Managing E-mail
- When Customers Come Calling
Chapter 5: Encouraging Customer
Chapter 6: Measuring Your
Chapter 7: Knowing Your
Customers As Individuals-- Again
Chapter 8: Extranets - Access
to Live Information
Chapter 9: Customer Relationship
Chapter 10: Getting Started
Chapter 11: Planning for
The companies that have had the foresight, the resources and the necessity
to tackle the difficult aspects of electronic customer service took an
early lead. These companies did the surprising. They stretched the envelope.
They broke the mold. They took one step beyond.
It took serious competitive pressure, vision, and a unique understanding
of client/server networking for these companies to pull ahead of the pack.
You'll always have serious competitive pressure. You can have vision.
But today, everybody has been handed the World Wide Web. Now everybody
has a way for their customers to reach them. Everybody has a new tool in
their arsenal. Everybody is going to use it in different ways.
The bar has been raised again.
We thought the motor car had changed the world and we were right. We
thought the telephone had changed the world and we were right. We thought
the computer had changed the world and we were right. Now, it's time for
the Internet to alter the way we work and how we interact with our trading
You have the need, you have the connectivity, you have the competitors
snapping at your heels. But most of all, you have customers demanding nothing
short of the very best.
Who is This Book For?
This book is for the business professional who is responsible for customer
relations and wants to learn how they can use the Internet to their advantage.
People who need to stay on top of current trends will want to see how others
are taking advantage of the Web. People who need to understand the technology
and its potential so that they can create a business strategy, a marketing
plan and a suite of support services for their company.
People responsible for public relations, customer relations, and investor
relations will find instruction, insight and examples to help them plan
their own interactive customer service strategy.
Large corporations can turn to this book to be sure they are taking
best advantage of the Internet. Small businesses will quickly determine
which methods are best suited to their needs. Everybody will find that
modern customers are expecting more and more from their vendors and pick
up fresh ideas on how to provide competitive customer service.
This book is for people who want practical advice and down-to-earth
Get your own copy of Customer
Service on the Internet from Amazon.com.
You can hear the author
speak at upcoming presentations.