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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2000 MCB UP Ltd. All rights reserved.
- ISSN
- 1363-8483
- DOI
- 10.1108/EUM0000000006737
- Publisher site
- See Article on Publisher Site
Abstract
Reckons that success in e-commerce or e-business means companies' strategy must be to use 50% of their technology budget on customer nurturing. Highlights eight factors for success which companies should take: find out who customers are and target them; look after every stage of the customer's experience; streamline the processes that the customers touch; ensure employees have relevant customer information; make self-service quick and easy for customers; understand business customer's needs; personalize service; and create community by nurturing a customer base sharing common interests. Employs a shaded panel highlighting American Airlines; Boeing; and Tripod showing how they use the World Wide Web to their advantage.
Journal
The Antidote – Emerald Publishing
Published: Feb 1, 2000
Keywords: Customer care; World Wide Web; Customer service