Table of Contents
Introduction
Who is This Book For?
Ordering Information
An Ode to Customer Service

Table of Contents

Chapter 1: The Web Was Made For Customer Service
Chapter 2: Customer Service In A Modern World
Chapter 3: Publishing on the Web
Chapter 4: Managing E-mail - When Customers Come Calling
Chapter 5: Encouraging Customer Conversations
Chapter 6: Measuring Your Success
Chapter 7: Knowing Your Customers As Individuals-- Again
Chapter 8: Extranets - Access to Live Information
Chapter 9: Customer Relationship Management
Chapter 10: Getting Started
Chapter 11: Planning for Tomorrow

Table of Contents
Introduction
Who is This Book For?
Ordering Information
An Ode to Customer Service

Introduction

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 partners.

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.

Table of Contents
Introduction
Who is This Book For?
Ordering Information
An Ode to Customer Service

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 strategies.

Table of Contents
Introduction
Who is This Book For?
Ordering Information
An Ode to Customer Service

Ordering Information

Get your own copy of Customer Service on the Internet from Amazon.com.