For eBusiness & Channel Strategy Professionals

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	February 12, 2010 Developing An Online Customer Service Strategy by Diane Clarkson with Carrie Johnson, Elizabeth Davis, Kate van Geldern	Average: 4  (1 rating)

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Executive Summary

Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability, supporting upselling and cross-selling, and serving as a valuable source of consumer intelligence. The challenge, of course, is where to begin. In this document, several eBusiness and channel strategy leaders provide insight into what to consider as you begin developing, implementing, and executing an online customer service strategy.

TABLE OF CONTENTS

• Online Customer Service Strategies Have Multiple Business Benefits
• Online Customer Service Must Be An Organizationwide Strategy
• Supplemental Material
• Related Research Documents

This is an excerpt

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