Networking giant Cisco Systems was an early-mover, implementing its B2B Internet strategy by offering customers online technical support in 1994.
Customers can also configure their networking products online.
It costs six times as more to acquire a new customer than to keep an existing one. Companies beginning to conduct business online and seeking ways to integrate the Internet into their business models realize that the Internet offers customers immeasurable levels of product information and choices. With a competitor's Web page just a click away, companies struggle to gain the repeat business of today's consumer. This integrated technology allows for capturing customer information at every contact point. Data is then leveraged to customize the online buying experience for each customer.