Customer Interaction

Joseph A. DiVanna

Chapter Chapter 4 in Thinking Beyond Technology, 2003, pp 147-172 from Palgrave Macmillan

Abstract: Abstract Technology has had a long-lasting relationship with bridging the actions of customers to various components of a company’s business processes. These processes have typically been labelled ‘customer order fulfilment’, ‘customer management’, ‘customer services’ and, simply, ‘order processing’, which represented their basic functions. The application of technology has traditionally been focused on inwardly optimizing these processes with the express intention of reducing processing cost, increasing the number of transactions or improving customer service. Technologies such as the Internet permit these processes to be extended beyond the confines of the corporation directly to the customer. The initial focus of applying new technologies to these processes was to allow existing customers to place orders and thus lure new customers from competitors.

Keywords: Credit Card; Customer Service; Customer Relationship Management; Market Segmentation; Customer Behaviour (search for similar items in EconPapers)
Date: 2003
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-4039-1449-1_5

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DOI: 10.1057/9781403914491_5

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