eCommerce Customer Service and Support Applications: Who Makes the Decisions and Why?
by IDC, Scott Tiazkun
This IDC study presents survey results of a CRM survey that are relevant to the ecommerce customer service and support applications market. It measures the impact of various segments of the enterprises on the evaluation, selection, and sign-off of CRM applications as well as the influence of the contact/service center on various vertical industries. "The call center can inform customers as well as keep customers happy, in addition to creating a huge opportunity to cross-sell and upsell. This type of scenario creates a higher visibility for customer service and support applications as integral to the CRM team and can contribute mightily to the company profit picture. In these large enterprises, customer service is highly prized because these companies know that sales and marketing are only part of the picture." Scott Tiazkun, IDC research manager, eCommerce Customer Service and Support Applications program.
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