The Impact on the Sales Channel and Customer Support

Abstract

Sales, and to a lesser extent customer support, are two areas that were targeted for the early implementation of Internet technology. However, many businesses have discovered that, once the technology is in place, the anticipated benefits do not always materialise. This chapter discusses these two applications and provides a methodology and series of checklists which will enable the reader to assess how their own sales and support operations might be affected by Internet technology. It also discusses ways in which managers can try to ensure that they are using the technology effectively.