Adequate metrics are needed to measure successful web-based customer service
Reliable processes are needed to capturing data for these metrics
Metrics exist for offline customer service (ex: call centers) not yet for the web
Existing metrics may be easily adapted for ecommerce, but this effort just underway
We need for benchmarks of web-based customer satisfaction to compare to those gathered for call centers
III. Web-based CRM and organizational change
| Previous slide | Next slide | Back to first slide | View graphic version |