Centro de Documentacion de Fundación MAPFRE - Using channel satisfaction data to build the business case for eBusiness

MAP20090104754

Using channel satisfaction data to build the business case for eBusiness / by Carrie Johnson, Elizabeth Davis, with Kate van Geldern. — Cambridge : Forrester Research, 2009

(For eBusiness & channel strategy professionals)

Sumario: Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy professionals to benchmark customer satisfaction with the online channel against other channels, industries, and specific competitors. This data can help eBusiness professionals make the business case for greater investment in the online channel and for better multichannel integration

1. Benchmarking . 2. Canales de distribución . 3. Comercio electrónico . 4. Estrategia empresarial . 5. Satisfacción del cliente . 6. Internet . I. Davis, Elisabeth . II. Geldern, Kate van . III. Forrester . IV. For eBusiness & channel strategy professionals . V. Title.