Managing Customers in the Age of the Internet

e-commerce is still facing major problems because of poor functionality. The main reason is the `facelessness' of the Internet: on-line customer service demands a mix of solutions, including access when needed to a live person.

Managing Customers in the Age of the Internet

Martin WilliamsAs much as 10 billion will be spent online this year in the UK, as shoppers become more confident with ecommerce. Net reach in the UK is close to 15 million and growing. 

The problems that...