Leadership - Customer Care as a Virtual Business Process

Customer care is the buzz phrase of 2008. Depending on which vendor you speak with the phrase can have various unique meanings rooted in what the vendor is selling. Customer care is becoming a source of significant differentiation between firms. In the virtual world of e-Business, customer care must include the full life cycle of care: target, acquire, transact, service, retain and grow with each step being in alignment with business processes. A sound customer care program provides substantial benefits to the Internet-enabled business.