Improve service by focusing internal customer support resources on complex issues. Empower business partners with hot links to related online resolution information. Create proactive service and marketing programs. A. The Web and Customer Service web will allow companies to provide customers with more info quickly, interactively, and eventually in real-time The nature of the relationship with customers can change from responsiveness to involvement Will be able to show customers new products, gather their ideas, and set up a dialog. B. Info Systems Challenges Firms will need to be able to purchase strong core applications programs which they then can customize for their organization s needs.
Software needs to be easy to use and customize.
The Role of Technology in Customer Service Companies need to stop automating individual systems or departments for sales automation, marketing, customers service and quality assurance. Customers must be considered as assets rather than as pests. Sell new products and services 3. Serve the customer better by being more proactive 4. Gather feedback to improve existing products and gather input for new product development.