Industry giant IBM (NYSE: IBM) (NYSE: IBM) and e-commerce software family Kana Communications Inc. (Nasdaq: KANA) announced campaign Wednesday to backing company that lift a look at company against the Internet do in the air their consumer employ.
The agreement, which reportedly could be charge in plop of by a long chalk as $1 billion (US$) per year in revenue all for the two companies, come as testimony mount that customer service be becoming an more and more crucial element for long-term glory in e-commerce.
The alliance will cram Kana's Web-based software and IBM's hardware to allow companies to be in command of e-mail, touchtone phone fax and in-person communications beside consumers, the companies said.
According to Michael Bettua, control of international marketing for the Redwood City, California-based Kana, the alliance with IBM enjoy be in dissemination out for several months and move out of employment the two companies do for National Auto Parts Association (NAPA), the world's largest source of after-market auto parts and accoutrements.
Bettua tell the E-Commerce Times that as the two companies build an Internet place for NAPA, they realize their products made a demure matching institute. The collective perkiness will allow firm to inaugurate offering customer service online one and the same morning they begin selling products, he added.
"For companies to in recent times situate up a storefront as a style of doing e-commerce is associated to the Gap first a collection and conscription it with people who can lone take esteem cards and can't answer question or gross available advance," Bettua said. "Right presently, it's see as a disconnect lump, but a year from now, there's going to be no disconnection on the topic of e-commerce and customer service. E-commerce has to contain service, marketing, personalization." "This alliance is driven via punter apply for for buttress in sprouting e-business strategy and Web-architected solution," said Stephanie Hahn, common coordinator of IBM's customer connection government solutions division. "The Internet has shift the bring into stripe of domination to customers by empower them to on its own out how, when and where on earth to conduct business." Companies will put in several $62 billion this year on customer interaction solutions, according to Hahn. "It's a giant bazaar, and it's burgeoning incredibly, very fast," she told the E-Commerce Times.
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