July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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182 Customer Relationship Management Systems Handbook
addition of digital entertainment hardware, software, books, games, movies,
and music. Items ordered online can be delivered directly to customers’ homes
or the closest retail outlet, even if it is an item the store does not usually stock.
To complement its Web strategy, the company chose to offer Internet-
enabled, in-store kiosks in all of its RadioShack Canada corporate locations.
This strategy weds the online and offline marketplaces by giving consumers
the choice of shopping from home and having their products shipped directly
there or visiting their local store for order fulfillment.
The company is able to meet its goal of 24/7 response to customer queries,
with Microsoft technology supporting ...
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