e-CRM: the critical dot.com discipline

Tony Wightman

In e-business the customer is king, poor on-line service and bad experience will be met by a simple click of farewell.

E-CRM: The Critical Dot.com Discipline

Tony Wightman, e-crm Solutions, argues that few dot.com companies are putting crucial CRM disciplines into their business practice

The exponential expansion of the web has led to more and more homes coming online (around 7 million according to and, an ever-growing proportion of business-to-business operations and customers emerging. The sheer noise of developments is drowning out the reality of less-than-ideal performance and rising customer dissatisfaction with a number of companies e-commerce operations.

Technology has been and is driving the development of e-commerce, making online purchasing and communications available to more of us and in...

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