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Explain Customer Service as Differentiator for e-Business
One way e-businesses can differentiate their business is by providing benefits to the customer. One important aspect is customer service, such as FAQ or one-click shopping cart. Markets see the value of customer relationship management (CRM). The goal is to maintain a long-term relationship with the customers.
Explain the importance of customer service and customer support in an e-business and discuss some of the strategies businesses can use in creating customer service, customer support levels and customer relationship management.
Points to consider include the following-
> The life time value of a customer
> FAQ's
> Tailor programs
> Customization
> Handling returns
> Shopping cart
> Ease of use
> Security
> Call centers
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Services can be defined as separately identifiable, intangible activities which provide want-satisfaction when marketed to household consumers and/or industrial users.
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