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"Follow Every Move They Make: Learn How to Stick to Your Customer Like Glue"
by Bill Bostridge - Vice President of Sales, Swallow Information Systems
Many companies have been fast to embrace the benefits of e-commerce without fully realizing the effect of opening their doors to the 24/7 Internet world. Many organizations are concentrating on building strategies to meet their sales objectives, yet failing to integrate ongoing customer service into this equation.
There is a disconnect between the way companies manage e-contacts and traditional phone calls, faxes, letters, etc. Organizations are providing quick-fix approaches to handle e-contacts, but are failing to integrate these new systems with the current legacy customer management systems.
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