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