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The Value-added Activity Begins after the Customer hits 'Submit Order'
http://ecnow.com/top10trends1999.htm

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October 1, 1999 *2,400 subscribers* Volume 1, Issue 09
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ECnow.com 1999 trend #02: "Companies will begin to recognize that the value-added activity begins after the customer hits 'submit order' and that "Customer service will become the point of differentiation"


E-SERVICES NEWS

ToC

  • E-Service At Hub Of Online
  • When Customers Are King
  • Customer Service And Apple Pie? It's All Part Of What IT Brings To The Table
  • Traditional Values In A High-Tech World
  • IT Brings Manufacturers Closer To Customers
  • IT Adds The Personal Touch
  • From Training On Demand To Full-Service Customer Care, It's All Online
  • Online Shoppers Frustrated By Confusing Sites

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E-Service At Hub Of Online
Mike Regan, senior global E-marketing manager for Specialized Bicycle Components Inc., seems to be in a good place. The 24-year-old company is growing by about 26% annually. It has a global distribution channel and strong brand awareness.

When Customers Are King
As traditional businesses become customer-driven enterprises, IT organizations find themselves in the middle of that transformation, providing the technological foundation-and often the cultural impetus-to make it happen.

Customer Service And Apple Pie? It's All Part Of What IT Brings To The Table.
Hot apple pie with creamy vanilla ice cream. Lemonade just like Grandma's. Meat loaf, chicken pot pie, and other treats that take us back to simpler times.

Traditional Values In A High-Tech World
Intense competition has shaken up most markets in the United States, but nowhere is that more apparent than in the traditional American industries of metals and natural resources, which continue to be hammered from fast-moving usurpers.

IT Brings Manufacturers Closer To Customers
From makers of cereal boxes to producers of rocket boosters, the Internet, coupled with off-the-shelf and custom-built applications, is bringing manufacturers closer to their customers and suppliers.

IT Adds The Personal Touch
While big business has reduced the mom-and-pop shop to a rarely seen anachronism, it has never fully embraced the customer as well as smaller, more intimate enterprises. Ironically, computers are putting the personal touch back into business.

From Training On Demand To Full-Service Customer Care, It's All Online
Much of the innovation in the IT industry can be summed up in one word: online. It's not, however, simple E-commerce.

Online Shoppers Frustrated By Confusing Sites
A research company estimates online retailers could lose as much revenue as the entire retail industry is set to earn during the upcoming holiday shopping season.


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