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MerchantKit.com > Customer Service > Books
Here are some books about customer service:
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By Jim Sterne
Wiley
Paperback (368 pages)
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A comprehensive guide to taking full advantage of the Internet for customer care
A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites.
Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites. |
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By Thomas M McFadyen
McFadyen Solutions
Paperback (366 pages)
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The eCommerce market is getting crowded. Thousands of organizations put up a shopping cart for about $20 per month, but a few dozen exceed a billion dollars per year of eCommerce revenue. In this increasingly competitive eCommerce market the best practices separate the highly profitable, high growth businesses from masses. This book provides tools for organizations at different points along the rapidly evolving eCommerce spectrum. eCommerce Best Practices compiles valuable lessons learned by the professionals at McFadyen Solutions who have implemented over 100 large-scale eCommerce sites over past decade. Many of these sites have over 1,000,000 SKU s, 1,000,000 users, 1,000,000 dollars/day sales, 1,000,000 order-items shipped per day, and 1,000,000 web assets under management. |
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By Simone Fritz
Diplomarbeiten Agentur diplom.de
Paperback (184 pages)
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Diplomarbeit, die am 30.03.2005 erfolgreich an einer Fachhochschule in Deutschland im Fachbereich Marketing und Kommunikation eingereicht wurde. Problemstellung: Dank der rasanten Entwicklung und Ausbreitung des Internets ist es Kunden heute m?glich, Angebote und Preise verschiedener Anbieter mit nur einem Mausklick zu vergleichen. Es herrscht eine wesentlich h?here Markttransparenz, die Wechselbarrieren sinken und die Kunden immer mehr zu Preismachern bzw. -setzern werden l?sst. Der Online-Kunde ist nicht nur besser informiert, sondern auch mobiler, w?hlerischer, kritischer und unberechenbarer (hybrider Kunde). Gleichzeitig werden die Produkte austauschbarer und zugleich komplexer, so dass es zus?tzlicher Erkl?rungen und eines gr??eren Supports vor allem nach dem Kauf bedarf. Vor diesem Hintergrund ist es f?r Unternehmen zunehmend schwieriger sich zu differenzieren und die eigenen Kunden langfristig an sich zu binden. Oftmals besteht die einzige Chance sich vom Wettbewerb abzugrenzen im Service. F?r die Kundenbindung ist dieser Service besonders in der Phase nach dem Verkauf von Bedeutung. Damit der Service im After-Sales-Bereich f?r Unternehmen nicht zur Kostenfalle wird, gilt es kosteng?nstige L?sungen zu finden, die gleichzeitig dem Kunden einen bestm?glichen Service bieten. Zu diesem Zweck werden im Internet Standardaufgaben, vermehrt auch komplexere Abl?ufe, von den Unternehmen zu den Kunden ausgelagert. Dadurch k?nnen nicht nur Kosteneinsparungen erreicht werden, auch die Mitarbeiter werden entlastet und gleichzeitig bekommt der Kunde die M?glichkeit, sich selbstst?ndig und aktiv, ?ber das Internet zu bedienen. F?r diesen Dienst am Kunden bietet das Internet die idealen Voraussetzungen. Sucht ein Kunde nach Hilfestellung im Internet, so erwartet er, dem Medium entsprechend, schnelle Antwort. Dank technologisch fortgeschrittener Systeme kann sich der Nutzer einfach durch die anwenderfreundlichen und inhaltsr |
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By J.C.R. Tseng
Elsevier
Digital
![Development of an automatic customer service system on the internet [An article from: Electronic Commerce Research and Applications]](http://ecx.images-amazon.com/images/I/51MDAG66DAL._SL160_.jpg) | List Price: $10.95*
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This digital document is a journal article from Electronic Commerce Research and Applications, published by Elsevier in 2007. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
Most existing network-based customer services heavily rely on manpower in replying e-mails or on-line requests from customers, which not only increases the service cost, but also delay the time for responding the service requests. To cope with these problems, this paper proposes a customer service system, which can automatically handle customer requests by analyzing the contents of the requests and finding the most feasible answers from the frequently asked question (FAQ) database. In the situation that a customer is not satisfied with the reply, the system will forward the request to the appropriate service personnel for further processing. An assistance mechanism has been developed to help the service personnel in finding potential answers from existing FAQ data or creating more appropriate answers. Experimental results on practical applications showed that over 87.3% of users were satisfied with the replies given by the system; therefore, we conclude that the system can significantly reduce the service cost and provide more efficient and effective customer service. |
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By M.L. Perry
Elsevier
Digital
![Incumbents in a dynamic Internet related services market: Does customer and competitive orientation hinder or help performance? [An article from: Industrial Marketing Management]](http://ecx.images-amazon.com/images/I/51WG6Q02A3L._SL160_.jpg) | List Price: $8.95*
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This digital document is a journal article from Industrial Marketing Management, published by Elsevier in . The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
The Internet challenges many incumbent firms to adapt their marketing strategies by developing and offering new products involving Internet technology. Existing literature on market orientation and performance of services suggests that market orientation, and its components, are likely to facilitate effective adaptation. In contrast, the marketing innovation literature suggests market orientation may be too reactive and inhibit effective adaptation. Our results suggest some merit to both perspectives. Client orientation hindered performance of Internet advertising services, while competitive orientation facilitated performance. In addition, limited support was found that suggested superior performance occurs in an environment with a diverse client base and clients possessing in-house capabilities that ''compete'' with agencies for Internet advertising services. Implications for incumbents pursuing product growth strategies via new, technology related services in dynamic environments are discussed. |
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By Henry Holtzman
Alaska Business Publishing Company, Inc.
Released: 2005-07-28
Digital (3 pages)
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This digital document is an article from Alaska Business Monthly, published by Alaska Business Publishing Company, Inc. on July 1, 2001. The length of the article is 641 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: The ABCs of Internet Customer Service.(Review)
Author: Henry Holtzman
Publication: Alaska Business Monthly (Magazine/Journal)
Date: July 1, 2001
Publisher: Alaska Business Publishing Company, Inc.
Volume: 17 Issue: 7 Page: 13
Article Type: Book Review
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By Rob Davis
Thomson Gale
Released: 2006-02-23
Digital (2 pages)
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This digital document is an article from San Diego Business Journal, published by Thomson Gale on January 2, 2006. The length of the article is 549 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Firms just beginning to realize value in the Internet: online customer service a growing trend.(High-Tech)
Author: Rob Davis
Publication: San Diego Business Journal (Magazine/Journal)
Date: January 2, 2006
Publisher: Thomson Gale
Volume: 27 Issue: 1 Page: 17(2)
Distributed by Thomson Gale |
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By Gale Reference Team
Thomson Gale
Released: 2006-11-15
Digital (2 pages)
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This digital document is an article from Internet Business Newsletter, published by Thomson Gale on May 1, 2006. The length of the article is 591 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: AT&T and Starz Entertainment Group to offer Vongo movie download service to broadband customers.(SERVICES)
Author: Gale Reference Team
Publication: Internet Business Newsletter (Newsletter)
Date: May 1, 2006
Publisher: Thomson Gale
Volume: 5 Issue: 5 Page: 12(2)
Distributed by Thomson Gale |
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Gardner Publications, Inc.
Released: 2005-07-13
Digital (4 pages)
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This digital document is an article from Modern Machine Shop, published by Gardner Publications, Inc. on February 1, 2005. The length of the article is 906 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Internet service leads shop to customers in its own back yard.(Shops Using Technology)
Publication: Modern Machine Shop (Magazine/Journal)
Date: February 1, 2005
Publisher: Gardner Publications, Inc.
Volume: 77 Issue: 9 Page: 114(5)
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Information Gatekeepers, Inc.
Released: 2006-07-14
Digital (3 pages)
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This digital document is an article from The Mobile Internet (Boston, MA), published by Information Gatekeepers, Inc. on February 1, 2005. The length of the article is 716 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: RemotePipes targets mobile Internet customers of large ISPs.(Business)(Internet service providers)
Publication: The Mobile Internet (Boston, MA) (Newsletter)
Date: February 1, 2005
Publisher: Information Gatekeepers, Inc.
Volume: 7 Issue: 2 Page: 5(2)
Distributed by Thomson Gale |
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