Customer Relationship Management in the Internet Age

Abstract

Much of business today is conducted between people who have never met before and are likely never to meet again, and who experience each other only as disembodied telephone voices. Beginning with the development of Interactive Voice Response systems and specialized kiosks (mainly ATMs) as a means of self-service, and continuing now with the tremendous growth of Web-based self-service, there is a movement toward business without any live personal communication at all. What does the phrase “customer relationship” mean in this kind of a world?