Chapter 14: Customer Service - Who Cares?

Chapter 14: Customer Service—Who Cares?

1. “Convenience Trumps Price for Online Shoppers,” 1to1.com, December 24, 2001, p. 5.

2. Lou Hirsh, “Customer Service—Who Cares,” crmdaily.com, December 19, 2001, p. 2.

3. Lou Hirsh, “No Customer Service Please,” ecommercetimes.com, May 28, 2002, pp. 1–2.

4. “CRM in 2002: Redesign from the Customer’s Perspective,” gartner.com, January 7, 2002, p. 2.

5. “60 Percent of B2B Firms Not Following Up With Prospective Customers,” Direct Marketing, November 2001, p. 10.

6. Richard Forsyth, “Banana Skins and Gold Stars,” CRM-Forum, January 20, 2002, pp. 1–2.

7. Elaine Cascio, “Is Self-Service Driving Your Customers Away?,” ICCM Weekly, January 17, 2002, p. 1.

8. “New DMA Report Finds Increasing Use of Web Sites To Manage Customer Service Fulfillment Functions,” The DMA Interactive, March 28, 2002, p. 1.

9. Ibid.

10. Melanie Howard, “Wake up Business—Smell the Coffee,” www.bt.com/ insight-interactive, March 2002, p. 1.

11. “CFO Mind Shift: Technology Creates Value,” CFO Research Services, August 2002, p. 4.

12. “Billion-Dollar Customer Care Deals Announced,” ICCM Weekly, January 24, 2002, p. 1.

13. Kimberlee Roth, “TaylorMade Golf Improves Its Service Game,” 1to1 Magazine, March 2002, pp. 15–16.

14. “The Customer View of the Business,” crm-forum.com, January 9, 2002, p. 5.

15. “60 Percent of B2B Firms Not Following Up with Prospective Customers,” Direct Marketing, November 2001, p. 10.

16. Greg Gianforte, “The Insiders Guide to Next-Generation Customer Service on the Web,” rightnow.com, April 9, 2002, p. 2

17. “The Importance of Customer Histories,” ICCM WEEKLY, March 21, 2002, p. 1.

18. Melanie Howard, “Wake up Business—Smell the Coffee,” www.bt.com/ insight-interactive, March 2002, p. 2.

19. Scarlet Pruitt, IDG News Service, “E-Tailers Missing Mark on Customer Service,” pcworld.com, January 8, 2002, pp. 1–2.

20. Blake Rohrbacher, “Serving Customers Online,” my.ckz.com, January 29, 2002, p. 2.

21. “Couriers Deliver Customer Service,” informationweek.com, June 3, 2002, p. 60.

22. Lou Hirsh, “Multichannel Magic: Who’s Doing It Right?” crmdaily.com, April 1, 2002, pp. 1–2.

23. “Online Customer Service Catches Up,” ICCM Weekly, January 24, 2002, p. 1.

24. Allison Linn, “New Xbox Gets Flak for Waits on Service,” The San Diego Union-Tribune, January 5, 2002, p. C2.

25. Kathryn Balint, “Too Much Too Fast,” The San Diego Union-Tribune, January 14, 2002, p. C1.

26. Ibid., p. C7.

27. “EasyRentaCar Expanding Online Service for Online Services,” right_now.com, April 9, 2002, pp. 1, 2.

28. Susan Carstensen, “The Savings of Web-Based Self-Service,” RightNow Technologies, Inc. White Paper, 2001.

29. Martha Rogers, Ph.D., “How Good Customer Relationships Go Bad,” INSIDE 1to1, January 5, 2002, p. 2.

30. Jo Bennett, “Sports Authority Hits a Home Run with Technology and Training,” 1to1 Magazine, January/February 2002, p. 16.

31. Ibid., p. 19.

32. Ibid., pp. 2–3.

33. John Berry, “Vrrrooom—How Companies Can Rev Up Rules Engines to Drive Up Profits,” destinationcrm.com, March 2002, pp. 1–2.