APEC OVOP Training Workshop on e-Commerce 20-24 August 2007, Chinese Taipei Customer Care & After-Sale Services Arnold Chao, Ph.D., MBA Partner, e-finity group inc., Canada [email protected] Agenda Introduction A Framework for E-Commerce Services Issues & Opportunities
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E-commerce Provider – Customer/Consumer
Customer Life Cycle Matrix
Cost of Acquisition
Cost of Retention
Service LevelIssues & Opportunities
What do customers want/need?
How to meet those wants/needs?
“Not what do we know but what can we do about them”