Business-to-Business Internet Marketing, Fourth Edition - Lifecycle ...

More documents

Recommendations

Info

206 BUSINESS-TO-BUSINESS INTERNET MARKETING Net Perceptions (www.netperceptions.com) In May 1999, Net Perceptions won the first MIT Sloan E-Commerce Technology Innovator Award for “the technological innovation with the greatest potential to further revolutionize Web-based commerce.” That technology is collaborative filtering: real-time recommendation technology that learns more about each customer’s individual needs and preferences with every interaction, and then makes increasingly personalized product and service recommendations. PeopleSupport (www.peoplesupport.com) PeopleSupport provides a suite of customized customer care services including live text chat, personalized e-mail reply, telephone services and interactive self-help. The company offers complete outsourcing, software and infrastructure hosting, customer care consulting, and training. Revenio (www.revenio.com) Revenio’s product, Revenio Dialog, is an e-marketing solution that helps marketers continuously improve customer satisfaction by engaging customers in ongoing, highly personalized conversations or dialogs across any channel. Revenio Dialog automates the process of responding with timely and compelling communications to move customers more effectively across the sales cycle. Teradata CRM (www.teradata.com) Teradata, a division of NCR, provides advanced analytic solutions such as enterprise data warehouses. In April 2000, NCR acquired Ceres Integrated Solutions and one year later, Teradata CRM Version 4.0 was introduced. The solution takes advantage of information in a company’s data warehouse, presenting marketers with analysis, action, evaluation, and learning from within one tool. Internet Telephony and Customer Service Frost & Sullivan says the VoIP (Voice Over IP) market will grow to close to $2 billion through 2001. Already several vendors have staked a claim in this arena, both on the product and service provider side. The area with the most activity in this space is Call Me. Marketed by differ-
Building Customer Relationships 207 ent companies under different names, the concept is basically the same: A visitor comes to your Web site. He or she is interested in learning more about a product or service—more than the Web page provides. The visitor sees a Call Me button on the page, clicks on it, enters his or her phone number and a query, and receives a phone call from a live sales representative within moments. Even more interesting, the sales rep can then lead the inquirer through a directed Web session by taking control of the browser and pushing select Web pages to the inquirer at appropriate times. Call Me is being offered by telemarketing service firms who resell the Web-based software as part of a total customer service package. Advanced forms of the technology will ultimately permit instant communication via the Internet, versus over a telephone, as computers are increasingly VoIP enabled. A unique twist on this technology is provided through Push to Talk from ITXC (www.itxc.com). The company can launch a phone call from within a banner ad or an e-mail so that anyone who clicks will be connected with a salesperson or product specialist. In Chapter 6, it was mentioned that HP integrated Call Me technology within its e-mail newsletters so that customers could instantly get assistance, right at the moment they were reading about something of interest. IBM reportedly added Call Me buttons to some 500 pages throughout their Web site. One of the most consumer-friendly examples of this technology comes from the apparel marketer, Lands’ End (www.landsend.com). Lands’ End employs Call Me technology combined with online chat to allow its customers to either request an immediate telephone call, chat with a Lands’ End representative via computer, or shop with a friend online. What’s next on the technology horizon? The fully integrated Web Center. The Web Center vision is to have customer communications from any electronic point routed through a central facility. This could be managed in-house or outside. WorldCom (www.worldcom.com) appears to be an early leader in the outsourced Web Center, according to InformationWeek. WorldCom’s Web Center Service, says the magazine, takes voice calls, e-mails, faxes, and chat requests, and routes them through its data center. The subscribing company’s call center operators can then handle them as necessary, while also being able to view callcenter performance data.
Page 3 and 4:
BUSINESS-TO-BUSINESS INTERNET MARKE
Page 5 and 6:
BUSINESS-TO-BUSINESS INTERNET MARKE
Page 7 and 8:
Publisher: Jim Hoskins Manager of F
Page 9 and 10:
Acknowledgments For helping me crea
Page 11 and 12:
Table of Contents Table of Contents
Page 13 and 14:
Table of Contents xi Automated E-ma
Page 15 and 16:
Table of Contents xiii Real Estate
Page 17 and 18:
Table of Contents xv Maintaining On
Page 19 and 20:
Table of Contents xvii Office.com (
Page 21 and 22:
Table of Contents xix DellHost ....
Page 23 and 24:
About This Book About This Book xxi
Page 25 and 26:
Introduction The original edition o
Page 27:
sively. Large businesses are moving
Page 30 and 31:
2 BUSINESS-TO-BUSINESS INTERNET MAR
Page 32 and 33:
Page 34 and 35:
Page 36 and 37:
Page 38 and 39:
10 BUSINESS-TO-BUSINESS INTERNET MA
Page 40 and 41:
Page 42 and 43:
Page 44 and 45:
Page 46 and 47:
Page 48 and 49:
Page 50 and 51:
Page 52 and 53:
Page 54 and 55:
Page 56 and 57:
Page 58 and 59:
Page 60 and 61:
Page 62 and 63:
Page 64 and 65:
Page 66 and 67:
Page 68 and 69:
Page 70 and 71:
Page 72 and 73:
Page 74 and 75:
Page 76 and 77:
Page 78 and 79:
Page 80 and 81:
Page 82 and 83:
Page 84 and 85:
Page 86 and 87:
Page 88 and 89:
Page 90 and 91:
Page 92 and 93:
Page 94 and 95:
Page 96 and 97:
Page 98 and 99:
Page 100 and 101:
Page 102 and 103:
Page 104 and 105:
Page 106 and 107:
Page 108 and 109:
Page 110 and 111:
Page 112 and 113:
Page 114 and 115:
Page 116 and 117:
Page 118 and 119:
Page 120 and 121:
Page 122 and 123:
Page 124 and 125:
Page 126 and 127:
Page 128 and 129:
100 BUSINESS-TO-BUSINESS INTERNET M
Page 130 and 131:
Page 132 and 133:
Page 134 and 135:
Page 136 and 137:
Page 138 and 139:
Page 140 and 141:
Page 142 and 143:
Page 144 and 145:
Page 146 and 147:
Page 148 and 149:
Page 150 and 151:
Page 152 and 153:
Page 154 and 155:
Page 156 and 157:
Page 158 and 159:
Page 160 and 161:
Page 162 and 163:
Page 164 and 165:
Page 166 and 167:
Page 168 and 169:
Page 170 and 171:
Page 172 and 173:
Page 174 and 175:
Page 176 and 177:
Page 178 and 179:
Page 180 and 181:
Page 182 and 183:
Page 184 and 185: 156 BUSINESS-TO-BUSINESS INTERNET M
Page 284 and 285:
Page 286 and 287:
Page 288 and 289:
Page 290 and 291:
Page 292 and 293:
Page 294 and 295:
Page 296 and 297:
Page 298 and 299:
Page 300 and 301:
Page 302 and 303:
Page 304 and 305:
Page 306 and 307:
Page 308 and 309:
Page 310 and 311:
Page 312 and 313:
Page 314 and 315:
Page 316 and 317:
Page 318 and 319:
Page 320 and 321:
Page 322 and 323:
Page 324 and 325:
Page 326 and 327:
Page 328 and 329:
Page 330 and 331:
Page 332 and 333:
Page 334 and 335:
Page 336 and 337:
Page 338 and 339:
Page 340 and 341:
Page 342 and 343:
Page 344 and 345:
Page 346 and 347:
Page 348 and 349:
Page 350 and 351:
Page 352 and 353:
Page 354 and 355:
Page 356 and 357:
Page 358 and 359:
Page 360 and 361:
Page 362 and 363:
Page 364 and 365:
Page 366 and 367:
Page 368 and 369:
Page 370 and 371:
Page 372 and 373:
Page 374 and 375:
Page 376 and 377:
Page 378 and 379:
Page 380 and 381:
Page 382 and 383:
Page 384 and 385:
Page 386 and 387:
Page 388 and 389:
Page 390 and 391:
Page 392 and 393:
Page 394 and 395:
Page 396 and 397:
Page 398 and 399:
Page 400 and 401:
Page 402 and 403:
Page 404 and 405:
Page 406 and 407:
Page 408 and 409:
Page 410 and 411:
Page 412 and 413:
Page 414 and 415:
Page 416 and 417:
Page 418 and 419:
Page 420 and 421:
Page 422 and 423:
Page 424 and 425:
Page 426 and 427:
Page 428 and 429:
Page 430 and 431:
Page 432 and 433:
101 Ways to Promote Your Web Site,
show all

Business-to-Business Internet Marketing, Fourth Edition - Lifecycle ...

Create successful ePaper yourself

Delete template?

Save as template?