Developing An Online Customer Service Strategy

February 12th, 2010

Diane Clarkson

With contributors:

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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.