By Jennifer Fonstad Sophisticated marketers talk about customer acquisition costs, retention, and the lifetime value of a customer.
Many online businesses claim they've revolutionized their relationships with customers.
As a venture firm, we see the full gamut of tools available for entrepreneurs. Yet we rarely see these tools applied. This is not a baseless fear. When the business relationship is automated through a Web platform, it might feel particularly dangerous. While the Web enables the most intimate and highly integrated levels of a business relationship, few businesses are prepared to take it to this level.