With all the thousands of details swirling around an e-commerce site, there are bound to be mistakes — sometimes at the customers’ expense. When your e-business inadvertently makes an error that affects customers, don’t expect a canned e-mail to suffice.…
You know that excitement you get when the big box with your latest online purchase arrives? You’ve tracked the package repeatedly, willing it closer and closer to your home and now it’s finally here. With great enthusiasm, you open the…
Music, DVD and video direct marketer, The Columbia House Company, has chosen CoremetricsTM, Inc. to provide customized analysis of online customer behavior. With Columbia House’s heavy reliance on targeted marketing, the data-driven business intelligence solutions from Coremetrics will allow for…
According to a white paper titled, “The Insider’s Guide to Customer Service on the Web: Eight Secrets for Successful e-Service,” companies that don’t develop effective customer relationship management (CRM) strategies can wind up spending up to 20 times more per…
Got too many visitors? Profits climbing? Becoming too successful? Have way too much money? If so, here are some techniques for driving away business: Promote the site to entice visitors, only to have them find “Under Construction” signs plastered on…
The goal of successful technology implementation is to systemize as much as possible while maintaining the flexibility of personalized human interaction. Often, it is the coupling of automation and humanization that brings about the most customer satisfaction. However, that is…
The manner in which your e-tail site addresses and resolves customer complaints could determine whether they come back or not. If the customer has a history of pleasant experiences at your e-commerce site, they might be willing to overlook little…
At least according to FORTUNE magazine. The magazine has compiled a list of “Cool Companies of 2001” and two organizations that provide customer relationship management (CRM) solutions have wound up among the top 25 — Comergent and Salesforce.com. The honorees…
Voice over the Internet, live chat, Net phone, Web meetings, etc. These and other new forms of communication technology often cause us to overlook a little invention that we’ve been using for more than one hundred years – the telephone.…
Digital marketing provider ResponseLogic, Inc. will offer version 2.0 of its ADAPTe solution to mid-sized businesses for $25,000. ADAPTe, a campaign management solution, is regularly priced from $5,000 to $10,000 per month, depending on the platform and the amount of…
