When you're starting out, customer acquisition is everything. But I do think that the web-heads believed the Internet would be so easy that no customer service would be required. So they've been scrambling to correct the problems that result in so many abandoned shopping carts in the online stores. Well, a relationship can be improved with technology if it's applied properly. As many studies have shown, however, companies rush to install the technology that worked for someone else, without planning how it will be used.
Technology can only do so much.