Problem: 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