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@example.com Agenda Introduction A Framework for E-Commerce Services Issues & Opportunities
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APEC OVOP Training Workshop on e-Commerce20-24 August 2007, Chinese Taipei
Arnold Chao, Ph.D., MBA
Partner, e-finity group inc., Canada
E-commerce Provider – Customer/Consumer
Customer Life Cycle Matrix
What do customers want/need?
How to meet those wants/needs?
“Not what do we know but what can we do about them”