The only question in most business leaders minds is how to stay ahead of the curve. Plotting the course that curve actually follows can prove tricky the industry has been riding a sharp wave of growth. The next revolution in marketing, the Internet and e-commerce, is already underway, and it has the potential to make the telemarketing explosion of the 1980s and 1990s look almost mild by comparison. Customers are demanding fast, accurate sales and service through the marketing means they choose. Another significant implication of the Internet is its impact on customer service.
Customers using the Internet are ready to interact right now.
If a company is not prepared to serve that immediate need, sales will be lost and users will move instantly to another site with the click of the mouse. Because of technological advances, customer contact professionals know their customers more intimately than ever. As a result, the industry is redefining its customer relationships, not just in evolutionary ways either, but in revolutionary ways. And this is changing the nature of marketing. If today s teleservices professionals can corral the next generation of challenges online customer service has brought with it, they will let loose a stampede of opportunities.