Internet: CRM, service quality

 

In just five years, O2 has become the largest mobile brand in the UK, with over 18 million customers. Its strategy has been to put customers, not technology, at the heart of its message, promising 'en ...

How people simultaneously use various channels while searching and purchasing products and services becomes a major question should a firm intend to use the Internet as a complementary channel in the ...

Laurent Flores, founder and CEO of CRM Metrix, believes that brand websites can move from being a simple marketing channel to a launchpad for building profitable, long-term customer relationships. He ...

The authors remind readers that customer relationships management in the e-commerce sector has been widely criticised. They argue that successful e-commerce is not limited to technology but embraces a ...

This paper describes the main purposes of a convenience goods website. The use of the website in the development of the product's image, constructing stronger trademarks with deeper meanings, is analy ...

The article looks at web activity data and its use in customer management; also the challenges posed by clickstream data for prospect database management. Clickstream contains a mass of data and prope ...

So the 'bricks' are finding it difficult to make use of their existing infra-structure. But it is not all going the dot.coms' way, though they do maintain a 51% share of online retail spending. Now t ...

The author introduces the concept of eCRM (electronic customer relationship management) and its killer application the email with rich media attachments. He explains how rich email communications (eC ...

Argus that to gain full benefit from the one-to-one marketing opportunity on the Internet, consumers must be persuaded to give more information about themselves (so that they can be approached in a pe ...

How to use the Internet to develop customer relationships: the creative aspects of the Web. `Personalisation': how Web content is matched to site visitors. The growth of content-sharing or `syndicatio ...

Buyer-seller relationships, networks and partnerships are rapidly becoming key issues in marketing. Indeed it is now recognized that building and maintaining interactive strategic relationships have s ...

Explores electronic customer relationship management (ECRM) and resulting strategies using the internet, with particular relevance to SMEs. Qualitative research was used in an attempt to use two inter ...

The nature and problems of service quality on the internet, given that remote formats bring significant change in customer interaction and behaviour, are discussed. Theoretical frameworks of service q ...