The Internet has become a space where consumers actively share information, express their opinions and speak to other consumers. Companies can no longer ignore such interactions and are determining different ways to best engage and interact on the Web.
Without having a customer experience and contact management strategy that addresses how to interact online, companies are finding it a challenge to manage customer relationships, and are learning very quickly, they need to integrate the Internet channel with their customer experience management program in order to reap the full business value.
This paper outlines some strategies for addressing these challenges and best-practices on the areas of focus.
