Saving the Internet Survivors

Abstract:In the relentless battle for market share, profitability, and survival in today's fiercely competitive e-business environment, the winners will be those with a deep understanding of customer relationship management (CRM) and those with a commitment to keeping up with the pace of change. While e-businesses may know they need to have a well-founded CRM strategy, they continue to be reluctant to make decisions that have profound implications for all aspects of their businesses. The e-businesses of the future will have to perform a role in which quality assurance assumes a central strategic position capable of ensuring organizational efficiency. Two significant challenges have emerged. First, the speed of business has increased, and second, the nature of customer interaction has become very different. Most companies seem to know their customer management goals, but they don't seem to know how to do more than one of these things at a time. Three domains of opportunity that must be included in the …

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