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Sales & Relationship Management

Need to explain the importance of customer service and customer support in an e-business and discuss some of the strategies businesses can use in creating customer service, customer support levels and customer relationship management (3 pages).

Points should include:
-the life time value of a customer
-FAQ's
-tailor programs
-customization
-handling returns
-shopping cart
-ease of use
-security
-call centers
-24/7/365 feedback

Solution Preview

hello,

I can't write your paper for you, but I can address each of the following points with regards to customer service. Many of the points will overlap with each other.

-the life time value of a customer

It is known that acquiring a new customer can cost significantly more than retaining an existing customer. What does this mean? It means that it is cheaper for the business to have repeat customers purchasing their products vs. going out to find new customers. This means that once a customer made a purchase, an online vendor must make sure that this customer is satisfied and will hopefully return back to the store.

How can we do that? If they had any issues with the product, delivery or service the e-business need to be able to address it right away to make sure that the customer becomes satisfied with the outcome. Perhaps other tactics can be used to build life long customers, such as offering them special coupon codes via email for discounts on future purchases, or other incentives to maintain their loyalties.

http://www.costpernews.com/archives/customer-acquisition-vs-customer-retention-which-is-more-important/

- FAQ's

This is a second on the site where most common questions are asked, and answers are provided. The goal of this is to answer simple questions that many shoppers might be thinking. By having this, we could potentially eliminate several phone questions to customer service which are more expensive to answer. This follows the customer levels of support. First they look at the FAQ for their answer. If the customer does not see their answer, then they can try to call customer service. Hopefully at that point, the generalized person who answers the phone will be able to help the customer. Sometimes however the questions are so complex that the call needs to get transfered to a manager or supervisor. This could be necessary to solve problems. The goal of customer service is to have a satisfied customer in order to build lifelong relationships.

- customization / tailor programs

There are several aspects to customization. When you log into your e-business webpage, the ...

Solution Summary

The sales and relationship managements are examined.

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