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For eBusiness & Channel Strategy Professionals

Mastering Login Issues

Ensuring Your Website Maximizes Login Resolution

April 12, 2011

Primary author headshot

Authors

  • By Diane Clarkson
  • with Zia Daniell Wigder,
  • Amelia Martland,
  • Lily Varon

Why Read This Report

Login management is a critical eBusiness issue. Consumers frequently experience login issues due to their multiple user names and passwords. If login resolution isn't seamless, these customers will have a significant impact on eBusiness goals: Customers will drive up contact center costs, abandon shopping carts, shift away from the online channels, and voice their dissatisfaction in multiple ways. eBusiness professionals can improve login resolution by building an intuitive online process, communicating key information, and ensuring functionality will provide seamless assistance with minimal interruption to a customer's task path.

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Table of Contents

  • Login Resolution Is A Critical eBusiness Issue
  • Online Login Management Is A Balance Between Security And Usability
  • RECOMMENDATIONS

  • Approach Login Resolution Holistically
  • Supplemental Material
  • Related Research Documents

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