 Customers.com: How to Create a Profitable
Business Strategy for the Internet and Beyond
[BUY THIS BOOK]
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In this new book by well-known technology
consultant Patricia Seybold tackles an old subject--customer relationships--from a
relatively new perspective: the Internet. What sets Customers.com apart are
Seybold's 20 years of experience in the technology industry and her straightforward
writing style. Seybold is founder and CEO of the Boston-based Patricia Seybold Group,
which consults with Fortune 500 companies about technology adoption issues. The book
centers on case studies of 16 large companies--ranging from American Airlines Inc. to
Wells Fargo & Co. to Cisco Systems Inc.--that have implemented extensive Internet
strategies. Seybold provides detailed accounts of why, for example, Dell Computer Corp.'s
online customers buy products with a 30 percent higher margin than other customers and how
Cisco has saved $270 million in customer service costs. It then uses these examples to
outline eight critical success factors for creating customer connections. |
