Customer Service on the Internet: Customer Support, Direct Marketing, and Up-Selling, 2nd Edition

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Peppers & Rogers said they wished they had written the first edition. Now it's time for round two... As businesses have overcome technical, financial, and promotional hurdles to developing online commerce, they are now confronted with the core issue of all businesses in a competitive market: providing quality and cost-effective customer service 24 hours a day, 7 days a week, and 365 days a year. This book contains great practical information, case studies of companies that have paid attention to online customer service (and are doing well because of this attention), and an appreciation for the critical edge provided by caring about your customers.

http://www.amazon.com/exec/obidos/ASIN/0471382582/httpwwwrising