A company’s e-business prospects are often derailed by poor customer support because companies don’t understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management Essentials explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment. This book is geared mainly toward managers of IT divisions and/or those directly involved in making hands-on, technical decisions about the use of e-commerce strategies for a business.
Focuses on the important aspects of successful CRM strategies in e-commerce and how to alter a Web site to take advantage of all that the Internet offers. Discusses the rationale for the methods presented and represents a major change to the traditional models.
About the Author, John Gosney
John W. Gosney is a Web-database application developer for the Indiana University School of Dentistry. He works with ColdFusion, Macromedia Flash, Microsoft Active Server Pages, Java, and other Web-based technologies. Previously, he worked as a consultant to Eli Lilly and Company in system development and technical writing. He developed and implemented several Web-based applications utilizing SQL, Visual Basic, Microsoft Access, SQL Server, and Internet Information Server. He also designed and implemented complete training courses for systems utilizing computer-based training and written documentation. In 1992, John received a bachelor of science degree in professional writing and psychobiology from Purdue University. In 1996, he received a master of arts degree in English from Butler University.
Thomas P. Boehm is a member of the senior technical staff at iProperty.com, a real-estate-transaction e-commerce solution provider, where he is responsible for the technical aspects of the Webcluster solution and providing customer support and training solutions. He also serves as technical director at Tekworks, Inc., which specializes in e-commerce Web site solutions. Previously, Thomas was the director of technology services at the Indiana University School of Dentistry, where he coordinated and administered the computer network and Internet activities. He integrated Web tools in every aspect of the operation from problem reporting to long-term customer feedback. After receiving a master's degree in computer science from Purdue University, where he specialized in networking and database design, he joined a research team at the Purdue University School of Engineering inIndianapolis, Indiana, to work on a hierarchical storage solution project.
