000			01817nam a2200301Ia 4500
001			163
008			230305s1996 xx 000 0 und d
020			_a9780471155065
041			_aeng
245		0	_aCustomer service on the Internet
260			_a _bWiley, _c1996
300			_a326 p. ; 23 cm
500			_abuilding relationships, increasing loyalty and staying competitive
520			_aImagine a Web-based customer-service operation ready to meet your customer?s needs, 24 hours a day, 7 days a week. ; Now imagine that this service provides more information, in less time, at a lower cost than your current customer-service operation. Find out how you can do all this and more with Customer Service on the Internet. ; ; Writing for customer-service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state-of-the-art customer-service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real-life case studies, demonstrates what really works. ; ; This book also shows you how to: ; ; Cut down on phone support by publishing useful product information on the Web. ; Organize information and make it readily available to customers. ; Manage e-mail and online forums to improve customer loyalty. ; Make it easy for your customers to answer their own complex questions. ; Create inexpensive electronic focus groups. ;
630			_aHF COMMERCE _914
650			_aCustomer services _xCommunication systems _91132
650		0	_aInternet marketing _91133
650			_aWorld Wide Web _91134
650			_aInternet _91135
650			_a _912
700			_aSterne, Jim _eAuthor _91136
902			_a348
905			_am
912			_a1996-01-01
942			_a1
953			_d2010-02-26 12:22:49
999			_c162 _d162