Values added from internet research

Giorgio Licastro, Andrea Mezzasalma, Caroline Eichman and Eli Seggev

This paper reviews the recent lessons learned by ibm.com from measuring customer satisfaction in its eBusiness environment.

Values added from internet research.

Enhanced usefulness, methodological innovation and global partnership

Caroline Eichmanibm.com Eli SeggevMarketing Strategy and Planning, Inc Andrea MezzasalmaEurisko and Giorgio LicastroEurisko

INTRODUCTION

This paper shares some of our experiences measuring customer satisfaction at ibm.com. I say 'some' because there is so much to cover and so little time.

After introducing ibm.com to you and describing our mission and our place in the corporation, I shall outline our customer satisfaction research project and its role in the context of managing ibm.com and in the larger context of delighting IBM...

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