Customer Support and After Sales Service

An essential part of maintaining customer satisfaction and loyalty is providing after-sales customer support and service. E-business is a strategic way to reduce the costs of providing after-sales customer service and support while at the same time increasing customer satisfaction and loyalty.

Profit is directly influenced by how much it costs to procure the supplies necessary to run the business e.g. raw materials, desks, pencils, computers, etc. Electronic procurement (e-procurement) systems can reduce purchasing administration costs, employee compliance problems with purchasing-negotiated contracts and uncontrolled spending by employees; directly producing measurable bottom line results.

Administrative costs are often associated with tasks or processes that a company performs habitually, for example, paying employee salaries or invoicing customers. E-business applications can help reduce the costs of these repetitive administrative processes. How much could your company save by implementing direct deposit for employee salary/benefits or an electronic time sheet/expenses invoicing system?

The distribution of information by traditional means can be very expensive. Consider your costs associated with printing, postage, and administration of your company's brochures alone. The Internet shines as a means to distribute substantial amounts of information inexpensively.

The process of recruiting potential employees can be expensive and time-consuming. Using e-business strategies and information technology to recruit can significantly reduce the cost and time of hiring the right employee.

This is the area where the majority of attention has been focused with respect to e-business. The Internet represents a strategic new channel to reach both existing and potential customers.

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