Customer Service on the Internet: Building Relationships, Increasing Loyalty and Staying Competitive - Couverture souple

Sterne, Jim

Couverture souple

ISBN 10 : 0471155063 ISBN 13 : 9780471155065

Editeur : John Wiley & Sons Inc, 1996

Synopsis

Many companies have realized that they can substantially reduce the cost of their customer service operations by shifting from telephone-based support to Internet-based support while maintaining the high quality of their support. Explaining the latest methods in Web customer support, this text is intended for customer support managers, marketing directors, and other middle managers who must determine their company's Internet strategy. It covers the technical and strategic issues, provides a cost/benefit analysis, and makes recommendations as to what type of information a company should make available and in what form. Other topics covered include: managing your corporation's image; managing the look and function of your Web site to encourage customer interaction; organizing your information and making it readily available; and managing online forums and answering customer questions.

A propos du livre

Présentation de l'éditeur

Imagine a Web–based customer–service operation ready to meet your customer′s needs, 24 hours a day, 7 days a week.

Now imagine that this service provides more information, in less time, at a lower cost than your current customer–service operation. Find out how you can do all this and more with Customer Service on the Internet.

Writing for customer–service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state–of–the–art customer–service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real–life case studies, demonstrates what really works.

This book also shows you how to:

• Cut down on phone support by publishing useful product information on the Web.
• Organize information and make it readily available to customers.
• Manage e–mail and online forums to improve customer loyalty.
• Make it easy for your customers to answer their own complex questions.
• Create inexpensive electronic focus groups.

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Biographie de l'auteur

JIM STERNE has been in high–tech marketing and sales for fifteen years and is a recognized leader in the field. He is founder of Target Marketing of Santa Barbara and specializes in creating Internet marketing strategies for Fortune 500 companies and entrepreneurs. He regularly speaks at Internet business conferences around the world, is a contributing editor to WebMaster magazine, and is the author of World Wide Web Marketing (also published by Wiley).

Détails de l'édition

• Éditeur: John Wiley & Sons Inc
• Date d'édition: 1996
• Langue: anglais
• ISBN 10: 0471155063
• ISBN 13: 9780471155065
• Reliure: Broché
• Nombre de pages: 400
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible