Customer Service on the Internet

Building Relationships, Increasing Loyalty and Staying Competitive

Jim Sterne (Autor)

Buch | Softcover

352 Seiten

2000 | 2nd Revised edition
John Wiley & Sons Inc (Verlag)
978-0-471-38258-4 (ISBN)

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This text aims to provide an understanding of what email marketing is, why it is here to stay, and the reasons behind its growth. Readers should learn the ins-and-outs of creating an effective email marketing strategy and why it plays such a significant role in building customer relationships.

A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites. Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites.
This book will help you: Create a service plan that takes full advantage of the Web's potential Determine the best way to present your company's information on the Web Effectively manage e-mail Find out exactly what your customers want and measure their satisfaction Examine how others are using networked computer communications Utilize extranets to lock in customers and channel partners and lock out competitors

JIM STERNE is a leading world expert on Internet marketing. He specializes in creating Internet marketing strategies for business. Sterne produced the worlds first seminar series on Internet marketing in 1994 and is an internationally recognized speaker. Information about his company, Target Marketing of Santa Barbara, can be found at www targeting.com

The Web Was Made for Customer Service. Customer Service in a Modern World. Publishing on the Web. Managing E-Mail: When Customers Come Calling. Encouraging Customer Conversations. Measuring Your Success. Knowing Your Customers as Individuals--Again. Extranets--Access to Live Information. Customer Relationship Management. Getting Started. Planning for Tomorrow. Index.

Erscheint lt. Verlag	1.6.2000
Zusatzinfo	illustrations
Verlagsort	New York
Sprache	englisch
Maße	152 x 229 mm
Gewicht	595 g
Einbandart	Paperback
Themenwelt	Informatik ► Netzwerke ► Mail Server
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
ISBN-10	0-471-38258-2 / 0471382582
ISBN-13	978-0-471-38258-4 / 9780471382584
Zustand	Neuware