O'Reilly logo

Customer Relationship Management: Getting It Right! by Judith W. Kincaid

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

4.3. Recognizing Barriers to Internet Adoption

Adding the Internet to our CRM efforts makes lots of sense. But it's not necessarily clear sailing ahead. Pricewaterhouse Coopers LLP found the top three concerns would need to be addressed to persuade those not currently using the Internet to participate in e-commerce: They are privacy, security, and ease of use. Table 4-2 lists the objections most often cited by customers as reasons they do not shop online and gives some strategies for counteracting them.

Table 4-2. Barriers to Customer Adoption of the Internet
BarrierCustomer ConcernsStrategiesComments
Customer Confidence
While many customers are eager to shop online, many are not.The processes seem unfamiliar and confusing.Design and build your ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required