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Extra resources for Gale E-Commerce Sourcebook Complete Two Volume Set - Volume 1

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T Plan for change management, including how and when employees and clients will be introduced to the new system, training, and demonstration of the system’s benefits. T Optimize network architecture for CRM applications. T Finally, select a vendor. VENDORS AND DEPLOYMENT Many early CRM failures were due to simply selecting the wrong vendor. According to a Gartner/ Dataquest survey at the beginning of 2002 and reported in CRMDaily, the top two criteria in selecting a CRM consultant/vendor were an established track record and speed to solution.

Computer Reseller News, March 19, 2001, 32. Tillett, L. Scott. ’’ InternetWeek, July 9, 2001, 1. 19 G A L E E - C O M M E R C E S O U R C E B O O K ‘‘How To’’ Topics in E-Commerce ❚ 13 CALL CENTER SERVICES Call centers are essentially customer service centers that field all types of calls, from requests for additional information about a product or service to customer complaints. Some call centers are developed and operated by the companies they serve. For example, Continental Airlines operates five call centers, each housing roughly 3,500 agents.

2, winter 1999. ’’ Internet Retailer, July 2000, Vol. 2, no. 6, 40. Culnam, Mary J. ’’ Journal of Public Policy & Marketing, Spring 2000, Vol. 19, no. 1, 20. ‘‘The Dark Side. ’’ Cookie Central. area=2&id=2. ’’ Privacy Rights Clearinghouse, June 1995, revised August 2000. org. htm. ’’ Promo, May 2002. Gellman, Robert. ’’ Electronic Privacy Information Center, 2002. html. 22 G A L E E - C O M M E R C E S O U R C E B O O K Han, Peter, and Angus Maclaurin. ’’ Marketing Management, January/February 2002, Vol.

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