|
|
Killer AppThe killer Internet app is customer service and interaction. The web can help you build and maintain relationships with your customers, and give them value that wasn't possible before. This is crucial in the new economy because of the number of other opportunities customers have. The more you link their procedures to you, the more loyalty you build, and the less time and incentive they have to seek out or be distracted by other opportunities.Customer support can be gold. Consider the FedEx website. To track a package is much more efficient over the web than by phone (waiting on hold...). The website ties straight into the existing information system. And the cost is vastly lower. Putting a catalog online is fine, and expected. But if you are selling something like high-tech industrial vacuum pumps, you could build a CGI-based expert system to help people select the products they need, based on their situation. You can still have their sales rep verify the order, but think of the relative value that offers. It's simple to put answers to frequently asked questions online. You can create forums for customers to talk with each other, or in selected groups. You can make it easy for customers to interact with your employees. |
|
Go Topic |
Back |
Home |
Contact |
|
|||