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"The Insiders Guide to Next-Generation Web Customer Service"
by Greg Gianforte - CEO and Founder, RightNow Technologies
This paper briefly describes some of the business changes triggered by the Internet and the resulting evolution of Web customer service. Although advanced systems for effective Web customer service are available today, most organization rely on earlier generations of customer service - service that fails to meet rising customer expectations. Business leaders of the future must embrace today's technology, as well as strategic tools and processes that ANTICIPATE and EXCEED customer needs through personal service.
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