E-Business Power Hitters: Service Innovators in the Post-DotCom Era
Chapel Hill, NC -- A new E-Business study reveals how established companies focus Internet technologies to attract and retain customers, build customer loyalty and drive revenue growth. The study, from global benchmarking leader Best Practices, LLC, contrasts the success of these companies with the receding DotCom tide. In a marked departure from previous technology-focused thinking, 54 percent of study participants identified well-defined goals and customer-driven initiatives as the key e-business success factors.
Best Practices in E-Business: Moving Beyond the ‘E’, available online at http://www.benchmarkingreports.com/ salesandmarketing/sm140_ebusiness.asp, reveals how top executives use the Internet to provide round-the-clock, personalized service. One manufacturer, for example, recently introduced automated self-service applications that enable customers to solve their own product and service problems online. This company, which boasts a website generating $50 million daily, slashed service costs and cycle times while achieving a 95% issue resolution rate.
In addition to service tools, Best Practices in E-Business: Moving Beyond the ‘E’ highlights top-performing e-business strategies and tactics from 32 leading companies from more than a dozen industries. Drawing from in-depth research and detailed analysis of world-class companies, the report offers best practices in the following areas:
Service – Leading companies use the Internet to cement relationships with customers through personalization, real-time service and additional value-added options.
Sales – Techniques for utilizing the Internet as an integrated sales channel and a tool to enhance sales organization productivity.
Marketing – Solutions for mass customization of marketing messages through customer micro-segmentation.
Strategy – Methods for structuring e-business initiatives to maximize return on investment and attain corporate goals.
“In the electronic age, web-based service is a key competitive platform,” observes Adam Bianchi, project leader. “Customers have high expectations. If they have a sub-par service experience with one company, they’ll switch to a competitor with the click of a mouse.”
To purchase this report or to view the executive summary, visit http://www.benchmarkingreports.com/salesandmarketing/ sm140_ebusiness.asp . For more information about the report or to learn about other benchmarking studies, contact Adam Bianchi at 919-403-0251 ext. 230 or abianchi@best-in-class.com.
ABOUT BEST PRACTICES, LLC
Best Practices, LLC conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying top companies’ best business practices, operating tactics, and winning strategies. For more information about Best Practices, LLC, call 919-403-0251 or visit the corporate website at http://www.best-in-class.com/
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