TY  - BOOK
AU  - Cusack,Michael
TI  - Online customer care: applying today's technology to achieve world-class customer interaction 
SN  - 0873893832 (alk. paper)
SN  - 978087389
AV  - HF5415.5 .C83 
PY  - 1998///
CY  - Milwaukee, Wis.
PB  - ASQ Quality Press
KW  - Customer services
KW  - Management
KW  - Teleshopping
KW  - Customer relations
KW  - Internet marketing
KW  - Internet advertising
KW  - Business enterprises
KW  - Computer networks
KW  - Consumer satisfaction
N1  - Includes bibliographical references and index; Ch. 1. Introduction --
Ch. 2. Fundamentals --
Ch. 3. Media --
Ch. 4. Business Drivers --
Ch. 5. A Case Study --
Ch. 6. Process Considerations --
Ch. 7. Systems Design and Development --
Ch. 8. Information Retrieval Systems --
Ch. 9. Content Provisioning --
Ch. 10. Electronic Mail --
Ch. 11. The World Wide Web --
Ch. 12. High Technology at the Call Center --
Ch. 13. Market Intelligence
ER  -