Customer Service on the Internet, Building Relationships, Increasing Loyalty, and Staying Competitive, Jim Sterne customer service, your customers, service internet, your company, staying competitive, web site, customer service internet
 
   

Welcome to MeansBusiness
a unique concept database of 20,000 key
ideas from business and management books
 
  Concept Book Summary
  		 
 


Customer Service on the Internet

Building Relationships, Increasing Loyalty, and Staying Competitive

 Jim Sterne

 
   
 
 
 
With MeansBusiness
You Can
  • Find the ideas you need when you need them
  • Master the key concepts in leading business books in under an hour
  • Apply the knowledge of proven experts to your business problems
  • Compare the views of leading business thinkers


View Book List Browse our
1069+ book summaries
 
Search our Database
Enter your business issue

search

Or follow our 3-tier Concept Guide by clicking any topic below

Concept Guide


You'll find in-depth information on the following topics at this site:

customer service
your customers
service internet
your company
staying competitive
web site
customer service internet
you can
your web
your web site
your customer
two-way street
modern world
search tools
come calling
conversations web
your value
individuals again
started internet
building relationships
relationships increasing
increasing loyalty
loyalty staying
building relationships increasing
relationships increasing loyalty
increasing loyalty staying
loyalty staying competitive
digital enterprise
Jim Sterne
Don Peppers
Martha Rogers
Customer Service on the Internet
Building Relationships, Increasing Loyalty, and Staying Competitive
The Digital Enterprise
Core technologies
Data vs. information
Data warehousing
Digital strategy
Disruptive technology
Electronic communication
Information management
Information overload
Information sharing
Information technology
Intranets
Strategic applications
Networked organization
Online services
Process innovation
Research and development
Software development
Technology adoption life cycle
Virtual organization
Jim Sterne
Don Peppers
Martha Rogers


VB Programmer
.Net Server
ASP.Net
VB.Net Programmer
ASP Book
     
   

Following are the titles and brief quotes from the Concept Extracts that make up this Concept Book Summary.
What is a Concept Book Summary?
Click here to proceed to the full preview.  

 
   
The Web Is a Two-Way Street

"If you can view your company through the eyes of your customers, you will quickly see what's required of your Web site."
Customer Service in a Modern World

"Successful customer service always means looking at your products, your company, and your customer service methods through your customers' eyes."
Your Company's Website: FAQs and Search Tools

"It doesn't take fancy graphics or big budgets or sophisticated systems to produce results. It just takes an understanding that customer support is important."
Managing E-Mail?When Customers Come Calling

"The critical importance of e-mail is it's your customer's voice."
Encouraging Customer Conversations on the Web

"Are there discussions about your company out on the newsgroups that you're not paying attention to?"
Using the Web to Improve Your Value

"Given a list of the particular tasks you perform in your daily chores, you can start measuring how much a Web site has improved things for your customers."
Knowing Your Customers as Individuals?Again

"Even with just a little customer knowledge at your finger tips, your Web site can be responsive to individual customers."
Getting Started on the Internet

"You start setting your goals by asking your customers about their goals."
 


This Book Summary contains Concept Extracts from:

Customer Service on the Internet
Jim Sterne

John Wiley & Sons, Inc.
2000
Copyright (c) 2000 by Jim Sterne.


Biography: Jim Sterne has been in high-tech marketing and sales for fifteen years and is a recognized leader in the field. He is founder of Target Marketing of Santa Barbara and specializes in creating Internet marketing strategies for Fortune 500 companies and entrepreneurs. He regularly speaks at Internet business conferences around the world, is a contributing editor to Webmaster magazine and is the author of World Wide Web Marketing.

Key Phrases in this title:
customer service, your customers, service internet, your company, staying competitive, web site, customer service internet, you can, your web, your web site, your customer, two-way street, modern world, search tools, come calling, conversations web, your value, individuals again, started internet, building relationships, relationships increasing, increasing loyalty, loyalty staying, building relationships increasing, relationships increasing loyalty, increasing loyalty staying, loyalty staying competitive, digital enterprise, Jim Sterne, Don Peppers, Martha Rogers

Books at MeansBusiness by: Jim Sterne
 
         


 
 
           
     
 
 



The Digital Enterprise
Book Summaries

The 12 Simple Secrets of Microsoft Management How to Think and Act Like a Microsoft Manager and Take Your Company to the Top | David Thielen|1999
5th Generation Management Co-Creating Through Virtual Enterprising, Dynamic Teaming, and Knowledge Networking | Charles Savage|1996
Achieving Maximum Value From Information Systems A Process Approach | Dan Remenyi, Michael Sherwood-Smith|1997
Bill Gates Speaks Insights from the World's Greatest Entrepreneur | Janet Lowe|2001
Blown to Bits How the New Economics of Information Transforms Strategy | Philip Evans, Thomas Wurster|2000
Blueprints for High Availability Designing Resilient Distributed Systems | Evan Marcus, Hal Stern|2000
Building an Extranet Connect Your Intranet with Vendors and Customers | Julie Bort, Bradley Felix|1997
Clicking Through A Survival Guide for Bringing Your Company Online | Jonathan Ezor|2000
Code Complete A Practical Handbook of Software Construction | Steve McConnell|1993
Competing in the Information Age Strategic Alignment in Practice | Jerry Luftman|1996
Corporate Information Factory | Inmon, Claudia Imhoff, Ryan Sousa|1998
Corporate Internet Planning Guide Aligning Internet Strategy with Business Goals | Richard Gascoyne, Koray Ozcubukcu|1997
Customer Service on the Internet Building Relationships, Increasing Loyalty, and Staying Competitive | Jim Sterne|2000
Cybercorp The New Business Revolution | James Martin|1996
Data Mining Solutions Methods and Tools for Solving Real-World Problems | Christopher Westphal, Teresa Blaxton|1998
The Death of Distance How the Communications Revolution Will Change Our Lives | Frances Cairncross|1997
The Digital Organization AlliedSignal's Success with Business Technology | James Best|1997
E-Business and ERP Transforming the Enterprise | Grant Norris, James Hurley, Kenneth Hartley, John Dunleavy|2000
The E-Commerce Arsenal 12 Technologies You Need to Prevail in the Digital Arena | Alexis Gutzman|2001
E-Commerce Strategies Mapping your Organization's Success in Today's Competitive Marketplace | Charles Trepper|2000
E-Learning Strategies for Delivering Knowledge in the Digital Age | Marc Rosenberg|2001
E-Profit High Payoff Strategies for Capturing the E-Commerce Edge | Peter Cohan|2000
Electronic Commerce Strategies and Models for Business to Business Trading | Paul Timmers|1999
Evaluating The Year 2000 Project A Management Guide for Determining Reasonable Care | Timothy Braithwaite|1998
Executive's Guide to E-Business From Tactics to Strategy | Martin Deise, Conrad Nowikow, Patrick King, Amy Wright|2000
Going For Growth Realizing The Value of Technology | John Buckley|1998
How to Think Like the World's Greatest High-Tech Titans | Erika Brown|2000
The HP Way How Bill Hewlett and I Built Our Company | David Packard, David Kirby, Karen Lewis|1995
The Information Paradox Realizing the Business Benefits of Information Technology | John Thorp|1998
Information Systems Project Management How to Deliver Function and Value in Information Technology Projects | Jolyon Hallows|1998
Information Technology and Organizations Strategies, Networks, and Integration | Dale Littler, David Knights, Rod Coombs, Brian Bloomfield|2000
Innovation Explosion Using Intellect and Software to Revolutionize Growth Strategies | James Brian Quinn, Jordan Baruch, Karen Anne Zien|1997
Insourcing After the Outsourcing MIS Survival Guide | Robert Chapman, Kathleen Andrade|1997
The Internet Marketing Plan A Practical Handbook for Creating, Implementing, and Assessing Your Online Presence | Kim Bayne|1997
Internet Standards and Protocols | Dilip Naik|1998
Into the Networked Age How IBM and Other Firms Are Getting There Now | James Cortada, Thomas Hargraves, Edward Wakin|1999
Investing in Information Technology A Decision-Making Guide for Business and Technology Managers | Bill Bysinger, Kenneth Knight|1996
The IT Consultant A Commonsense Framework for Managing the Client Relationship | Rick Freedman|2000
Knowledge Management Strategies | Jerry Honeycutt|2000
The Last Mile Broadband and the Next Internet Revolution | Jason Wolf, Natalie Zee|2001
Managing the Corporate Intranet | Mitra Miller, Andrew Roehr, Benjamin Bernard|1997
Managing Technological Change Strategies for College and University Leaders | (Tony) Bates|2000
Mastering Information Management Complete MBA Companion in Information Management | Donald Marchand, Thomas Davenport, Tim Dickson|2000
Microsoft Commerce Solutions | Micro Modelling Associates|1999
Microsoft Mastering: E-Commerce Development: Business to Business | Microsoft|2000
Microsoft Secrets How the World's Most Powerful Software Company Creates Technology, Shapes Markets, and Manages People | Michael Cusumano, Richard Selby|1998
Mission Critical Realizing the Promise of Enterprise Systems | Thomas Davenport|2000
Multimedia-Based Instructional Design Computer-Based Training, Web Based Training, Distance Broadcast Training | William Lee, Diana Owens|2000
Net Ready Strategies for Success in the E-conomy | Amir Hartman, John Sifonis, with John Kador|2000
Pathways to Agility Mass Customization in Action | John Oleson|1998
Running an Effective Help Desk | Barbara Czegel|1998
Shaping the Future Business Design Through Information Technology | Peter Keen|1991
The Smart Way to Buy Information Technology How to Maximize Value and Avoid Costly Pitfalls | Brad Peterson, Diane Carco|1998
Software Project Survival Guide How to Be Sure Your First Important Project Isn't Your Last | Steve McConnell|1998
Survival of the Smartest Managing Information for Rapid Action and World Class Performance | Haim Mendelson, Johannes Ziegler|1999
Taking Control of IT Costs | Sebastian Nokes|2000
TechnoLeverage Using the Power of Technology to Outperform the Competition | Michael Hruby|1999
The Technology Leaders How America's Most Profitable High-Tech Companies Innovate Their Way to Success | Peter Cohan|1997
Technology-Based Training The Art and Science of Design, Development, and Delivery | Kevin Kruse, Jason Keil|2000
Virtual Teams Reaching Across Space, Time, and Organizations with Technology | Jessica Lipnack, Jeffrey Stamps|1997
Waves of Power The Dynamics of Global Technology Leadership 1964-2010 | David Moschella|1997
Web Commerce Building a Digital Business | Kate Maddox, Dana Blankenhorn|1998
Web Database Development Step by Step | Jim Buyens|2000
The Web Learning Fieldbook Using the World Wide Web to Build Workplace Learning Environments | Valorie Beer|2000
Web Warehousing and Knowledge Management | Rob Mattison, Brigitte Kilger-Mattison|1999
Web-Based Training Using Technology to Design Adult Learning Experiences | Margaret Driscoll|1998
Webonomics Nine Essential Principles for Growing Your Business on the World Wide Web | Evan Schwartz|1997
Wharton on Managing Emerging Technologies | George Day, Paul Schoemaker|2000
World Wide Web Marketing Integrating the Internet Into Your Marketing Strategy | Jim Sterne|1999
XML and SOAP Programming for BizTalk Servers | Brian Travis|2000



The Digital Enterprise
Book Extract Suites
Each Suite contains extracts from 3 to 10 books focused on a single business concept

  • The Promise of the Networked Enterprise
    • Organizational Speed Peter Weill, Marianne Broadbent, Henk Volberda, Jeremy Main, Thomas Hargraves, Edward Wakin, Jerry Wind, Bill Bysinger, Kenneth Knight, Haim Mendelson, Johannes Ziegler, James Cortada, David Dotlich, James Noel, Anjan Thakor
    • Expanding Organizational Capability Henk Volberda, Don Tapscott, Clayton Christensen, Jay Galbraith, Jay Galbraith, James Moore, Ikujiro Nonaka, Hirotaka Takeuchi, Alex Lowy, David Ticoll, Susan Mohrman, Edward Lawler, Walid Mougayar
    • Technology & The Bottom-Line Peter Weill, Marianne Broadbent, Susan Cook, Daniel Morris, Michael Tushman, Joel Brandon, Roger Dow, David Nadler, Peter Cohan, William Halal, Walid Mougayar, Kate Maddox, Dana Blankenhorn, Jim Sterne
  • Strategies for Software Development
    • Software Project Management Michael Cusumano, David Yoffie, Randall Englund, Robert Graham, Jolyon Hallows, James Lewis, Steve McConnell, James Brian Quinn, Jordan Baruch, Karen Anne Zien
  • Using Databases & Data Warehousing
  • Reorganizing & Reengineering Work
    • Aligning Technology & Structure Sebastian Nokes, Price Waterhouse, Stephen Redwood, Charles Goldwasser, Simon Street, John Sifonis, Richard Spinello, Wayne Toms, Brian Bloomfield, Dale Littler, David Knights, Rod Coombs, Robert Prescott, Robert Chapman, Kathleen Andrade, Beverly Goldberg, Maria Taylor, Thomas Koulopoulos, William Rothwell
    • Internet-Driven Reengineering John Dunleavy, John Sifonis, with John Kador, Thomas Davenport, Kenneth Hartley, Charles Trepper, Peter Cohan, James Hurley, Ryan Bernard, Amir Hartman, Grant Norris
  • Core IT Competencies & Outsourcing
    • IT Outsourcing Price Waterhouse, Brad Peterson, Diane Carco, Maurice Greaver, Robert Chapman, Kathleen Andrade, James Best
  • Web Site Design & Development
    • Managing Your Web Site David Siegel, with Pat House, Charles Trepper, Peter Cohan, Thomas Siebel, Micro Modelling Associates, Jim Sterne
  • Developing Intranets & Extranets
    • Partner Communications Pauline Bickerton, Matthew Bickerton, Kate Simpson-Holley, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Ryan Bernard, Micro Modelling Associates, Julie Bort, Bradley Felix, Ron Ashkenas, Dave Ulrich, Todd Jick, Steve Kerr
  • Aligning Technology, Strategy & Innovation
    • Technology and Strategy Options Carl Shapiro, Hal Varian, Peter Weill, Marianne Broadbent, Larry Downes, Chunka Mui, Gary Hamel, Chuck Martin, James McGee, Laurence Prusak, Karl Erick Sveiby, Charles Poirier, Stephen Reiter, James Brian Quinn, Jordan Baruch, Karen Anne Zien, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff, Prahalad, Dorothy Leonard
    • Aligning Capabilities, Technology & Strategy Peter Weill, Marianne Broadbent, Gary Hamel, George Labovitz, Victor Rosansky, James Martin, James McGee, Laurence Prusak, Walid Mougayar, James Brian Quinn, Jordan Baruch, Karen Anne Zien, James Best, Prahalad, Dorothy Leonard
    • Technology as Strategy Larry Downes, Chunka Mui, Gary Hamel, Richard Gascoyne, Koray Ozcubukcu, James McGee, Laurence Prusak, James Brian Quinn, Richard Rosenbloom, William Spencer, Jim Matheson, David Matheson, Jordan Baruch, Karen Anne Zien, Prahalad
  • Technology Vendors & Competition
    • Competitive Advantage of IT Allan Afuah, Michael Hruby, Don Tapscott, Frank Ostroff, Art Caston, Peter Cohan, Charles Poirier, Liam Fahey
    • See additional works by: Jim Sterne, Customer Service on the Internet , Building Relationships, Increasing Loyalty, and Staying Competitive

    You'll find in-depth information on the following topics at this site:

    Customer Service on the Internet, Building Relationships, Increasing Loyalty, and Staying Competitive, Jim Sterne, Don Peppers, Martha Rogers, customer service, your customers, service internet, your company, staying competitive, web site, customer service internet, you can, your web, your web site, your customer, two-way street, modern world, search tools, come calling, conversations web, your value, individuals again, started internet, building relationships, relationships increasing, increasing loyalty, loyalty staying, building relationships increasing, relationships increasing loyalty, increasing loyalty staying, loyalty staying competitive, digital enterprise, Jim Sterne, Don Peppers, Martha Rogers, Customer Service on the Internet, Building Relationships, Increasing Loyalty, and Staying Competitive, The Digital Enterprise, Jim Sterne, Don Peppers, Martha Rogers, Core technologies, Data vs. information, Data warehousing, Digital strategy, Disruptive technology, Electronic communication, Information management, Information overload, Information sharing, Information technology, Intranets, Strategic applications, Networked organization, Online services, Process innovation, Research and development, Software development, Technology adoption life cycle, Virtual organization, Jim Sterne, Don Peppers, Martha Rogers, The Digital Enterprise

    Other Links:
    Google Directory, Learnativity, Linknet, eCompany, eCompany, eCompany, Institute of Management, Fishin' Time, Leading Edge, Katun, Interactive Capital, EastSide, UCDavis, AdultStudentCenter, Desien, PKU, DayJob, RealTimePerformance, RealTimePerformance, Instead, PrimeResource, JWeber, SailsInc, Hawthorne, Montague, LLRX, Osborn Capital, AdressenSite, Coletta And Company, elrnnetWork, NewWork, SmallBusinessGeorgia, ITC magazine, Interage Research, Interage Research, export.gov.il, Nikolaidis, Paradigm, Creax, ComDig, NetSurf, HowStuffWorks, KiKM, InvestorGuide, Kerlins, NetIncome, UCWisdom, DalleyHewitt, Achieveglobal, Elaine, Business.com, Business.Hku, Idesaa, Metaforix, Webber.Edu, CedarCrest, KatunGroup, Creativity, LED ScGuild, ScGuild, 15 , Boston Dot Net, Web Development, 4square, .Net Resume, Gallery, Sites, Blog, Training, 123aspx, 4square, Exec Committee, NH Dot Net, Bio, Nashua Attorney, SEO, Instructional Design VirtualStrategist, Iese.Edu, InvestorGuide, CityU.Edu, Nd.Edu, MoneyWords, PeopleWerx, Iese.Edu, Occ, Idessa, Witt, Managers, Brian, PrintingSolutionMag, CareerExposure, CEOgo, DMOZ, Google Dir, CBDC, Morino, FastCompany, Crash Recovery Software


    MeansBusiness Partner Links:
    1to1
    City University Business School London
    George Washington University
    WebCT
    BetterManagement, BetterManagement
    KnowledgePlanet, KnowledgePlanet
    BestOfBiz
    WorkIndex
    RealTime Performance, RealTime Performance
    1to1 meansbusiness, 1to1 meansbusiness
    FreeAgent, FreeAgent, FreeAgent
    CEO Express
    WorkIndex
    eKnowledgeSource
    Global Learming Systems
    Capstone Ideas

    MeansBusiness Links:
    News, Contact, Manifesto, Overview, Partners, About, Team, Mission, Mechanics, Jobs, Mantras, Press, Press 120699, Press 011000, Press 032700, Press 091200, Press 110800, Press 121800, Ideas In the news, Ideas 010801, Ideas 012201, Ideas 022900, Ideas 020501, Ideas 041400, Ideas 042800, Ideas 051600, Ideas 053000, Ideas 061900, Ideas 062600, Ideas 071000, Ideas 072400, Ideas 082100, Ideas 090800, Ideas 092000, Ideas 101700, Ideas 103000, Ideas 111300, Ideas 112700, Ideas 121100, Ideas 122600, Organizing Work & People, Knowledge & Learning, Career Development, Sales & Marketing, Products & Services, The Digital Enterprise, The Internet Economy, Finance & Profitability, Strategy & Competition, Leadership & Change, Search, Booklist, Browse, Business Book Extracts, Business Book Summaries, Business Book Excerpts, Business Book Abstracts

    MeansBusiness in the news
    Businessweek, Cnet, PC World, PC World, PC World, PC World, Information Today, Information Today, Information Today, Information Today, Information Today, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld, InfoWorld,The Springboard, Network World Fusion News, Publisher Weekly, Publisher Weekly, Publisher Weekly, Publisher Weekly, Publisher Weekly, Publisher Weekly, @brint.com The BizTech Network, KM World, KM World, KM World, Ras-Net, Business Wire, Business Wire, Business Wire, Business Wire, Business Wire, Business Wire, Business Wire, Business Wire, Business Wire, PR Newswire, PR Newswire, PR Newswire, PR Newswire, PR Newswire, PR Newswire, Forbes Global, Guangming Daily, Guangming Daily, Guangming Daily, Nextera,Cass Business School, Yahoo, InfoToday, Praja, twURLed, icoSystem, eKnowledgeSource, Knowledge Management Magazine, Internet-101, CIO, Virginia.Edu, ComputerWorld, ContextMag, Wall Street Journal , Jim Sterne, Customer Service on the Internet , Building Relationships, Increasing Loyalty, and Staying Competitive , MB Links , Internet Economy Books, Knowledge and Learning Books, Strategy and Competition Books, Career Development Books, Sales and Marketing Books, Leadership and Change Books, Organizing Work and People Books, Products and Services Books, Digital Enterprise Books, Finance and Profitability Books

    Other Sites:
    www.InternetEconomyBooks.com
    www.KnowledgeAndLearningBooks.com
    www.StrategyAndCompetitionBooks.com
    www.CareerDevelopmentBooks.com
    www.Sales-and-Marketing-Books.com
    www.LeadershipAndChangeBooks.com
    www.Human-Resource-Management-Books.com
    www.Manufacturing-Distribution-and-Service-Books.com
    www.DigitalEnterpriseBooks.com
    www.FinanceAndProfitabilityBooks.com
    Business Books
    home | browse concepts | search concepts  | contact mb

    ©2000 MeansBusiness, inc.



    Customer Service on the Internet, Building Relationships, Increasing Loyalty, and Staying Competitive, Jim Sterne customer service, your customers, service internet, your company, staying competitive, web site, customer service internet, you can, your web, your web site, your customer, two-way street, modern world, search tools

    The Digital Enterprise The Internet Economy Finance & Profitability Strategy & Competition Leadership & Change Products & Services Sales & Marketing Knowledge & Learning Organizing Work & People Career Development