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E‐Sales: Customer‐Centered Selling on the Web
Author(s) -
North Amanda
Publication year - 1999
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1999.tb00257.x
Subject(s) - realm , business , marketing , e commerce , customer relationship management , sales management , customer needs , advertising , computer science , world wide web , political science , law
IT'S CALLED CUSTOMER relationship management. In the realm of e‐commerce, what this involves is software that helps companies to market complex products online by mimicking the wisdom of expert salespersons. These programs counsel customers on what's available and what things cost. They also guide people to select items that meet their particular needs. Amanda North describes the components of this digital sales force and highlights how it fits within the larger framework of customer communications.