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Jesse Berst
Editorial Director ZDNet AnchorDesk
"Customer service on the Web sucks. And I've got the research to prove it. Click for Full Story
AND THE LOSERS ARE…
The Gartner Group surveyed customers of the Web's 50 most popular retail sites and found something astonishing: They're all losers.
Not one of them rose above a rating of "average" and most -- 73% -- were even lower at "fair."One-Third of Internet Users Have Made Online Purchases Are They Happy?
Only 32 percent of Internet users have actually made an online purchase, according to The Internet Commerce Briefing by the Intermarket Group.
How is the Internet affecting the Customer Relationship Management process?
The Internet changes how prospect and customer interactions are managed. The most likely new customer purchase is from a satisfied customer. The most likely sale will be made to the prospect who can easily obtain your "full story". The web enables you to share sales information dynamically, where responses are rapid and where activities are easily managed across multiple channels and geographies.The success of this process depends on all of your customer 'touch-points' working together. This is what some analysts are now calling the'interactive selling network'. The term describes an 'online community' that harnesses your staff's knowledge across the multiple disciplines of sales, marketing, customer service/support functions. You need to present a unified and coherent interface to your customers. The Internet will let you do it quickly and economically.
Impact Total Company Sales
According to a report by ActivMedia Research "Most b-to-b sites also provide pre-sale support and purchasing information (62 percent) and generate leads for staff to follow-up (60 percent) as ways to make a sale through the site, while only 44 percent accept orders via the Web. According to the report, b-to-b Web sites grow through successfully building relationships that utilize the interactive communications power offered through online presence. ""Markets are increasingly global. Two in five online companies attribute greater geographic presence to the Internet, and all acknowledge its power to impact total company sales," said Harry Wolhandler, VP of Market Research at ActivMedia.
In January 2000 there were 72,398,092 domains up from 43,230,000 in January of 1999. A 67% increase! According to Computer Industry Almanac Survey there were over 110,825,000 Internet Users in the U.S., which is nearly 43% of the total 259 million worldwide Internet users.
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