Managing Customers in the Age of the Internet

Martin Williams

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 once troubled eindustry finally seem to be being eradicated. Competition in telecoms should force down the cost of calls. The development of internet technology and digital TV allows for more widespread access but progress in developing broadband in the UK is disappointingly slow.. Reports suggest high growth for digital TV, with access...

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