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Why is it so hard to create a customer effective Web site?
  Read an excerpt from Gartner consultant Jodie Dalgleish's new book, Customer-Effective Web Sites and find out.
eMetrix

 E-Business
Research
IBM WebSphere Commerce: An Improved Selling Suite
Gift Cards Add Value to Offline and Internet Sales Strategies
CRM, E-Commerce and SCM Software Vendors Least Threatened by U.S. Economic Downturn
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E-Business Services Worldwide Market Size and Forecast, 2000 Through 2005

Web Site-ings

Gartner advises firms to enact Web strategies rooted in explicit business objectives. This week, Web Site-ings looks at three insurance company sites that demonstrate what we mean by that:
statefarm.com
progressive.com
geico.com

Call Center Q & A

Bernard Elliot Q: What is the future of the call center?

A: The integrated contact center - the future of the call center - is going to be one of the most important tools your company will have for reaching your customer base. And this importance will only increase as consumers continue to interact with electronic mediums.
Historically, call centers have been viewed as a cost center, with the objective of efficiently and cost effectively handling a company's calls.
This is changing.
What we're looking at today and in the future - especially with the advent of Internet and Web-based contacts - is a move from simply handling calls efficiently, to handling calls in ways that satisfy customers' needs.
Now, for instance, when a call comes in, instead of simply going into some queue based on the pilot number that was dialed, an IVR system does some preliminary questioning and answering, and steers that call to the agent best equipped to handle the customer's problem.
This is the basis for a CRM strategy.
Read more...

In the News

Gartner Says Internet Retailers Need to Evaluate the Shoppability of their Web Store
Gartner Says Worldwide Business-to-Business Internet Commerce to Reach $8.5 Trillion in 2005
Gartner Says Consumers Will Spend $2 Billion for Valentine's Day in 2001
Gartner Survey Shows even Among "Pure-Play" Online Retailers, Name Brands Won the Holiday Sales Race

Upcoming Events

E-Business & Commerce Conference 2001
24-25 April 2001
Daiba, Tokyo, Japan
US Spring Symposium/ITxpo 2001
7-10 May 200
Denver, CO
iEB Latin America
29-31 May 2001
São Paulo, Brazil
E-Business: Strategies for Success
29-30 May 2001
Sydney, New South Wales, Australia

Gartner's E-Business Offerings

Learn more about Gartner's E-Business Offerings.