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

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Questions For Reflection

These questions will help you understand the advantage your company may be taking of the Internet and what it might be missing.

1:Does your company currently have a web presence?
2:Is your web site integrated into your overall CRM initiative?
3:Do you use your web site to gather information from your customers and build relationships, or just as a way to present company and product information?
4:Have you ever been a customer on your own web site? How do you rate the experience?
5:Have you ever been a customer on any of your competitors' web sites? How do you rate the experience of your competitor's web site?

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