Online Selling & eCRM

Attention Sales, Marketing and CRM Professionals:

If you are involved in sales, marketing or customer service, the Online Selling
 

 
& eCRM report contains information that can help you use the internet sales
 

 
and communications channel more effectively. Gathering the latest findings from
 

 
hundreds of leading industry analysts and market researchers, the report is
 

 
a compilation of the latest survey and forecast data examining the current trends
 

 
facing companies operating commercial websites.

More People Online = More Shoppers Online

eMarketer estimates that the number of internet users will reach 565 million
 

 
people worldwide by the end of 2002, increasing by 13.6% over the 498 million
 

 
people who regularly used the internet in 2001. The United States will account
 

 
for 27.0% of the worldwide total by the end of this year, reaching 152.8 million
 

 
people, or 53.2% of all Americans.

The impact of this increased traffic is going directly to the bottom line.
 

 
In a recent DMA survey, nearly 70% of the companies reported that they expect
 

 
to have profitable online operations by the end of 2002, up from just 14% of
 

 
respondents in 2001.

"The sheer volume of the traffic is changing attitudes," says Steve
 

 
Butler, Senior Analyst at eMarketer and author of the report. "Despite
 

 
the slowdown in IT spending, businesses are building on their websites’
 

 
early success by continuing to invest in their online operations. After seeing
 

 
how the internet adds efficiencies to the overall sales cycle – from marketing
 

 
to post-sales – they are strengthening online customer service capabilities."
 

 

eCustomers Come First

As internet users gain greater online experience, they also become more demanding
 

 
in their expectations of website capabilities. In several of the surveys followed
 

 
by eMarketer, website visitors consistently indicated their preference for websites
 

 
that are easy to navigate, with a minimum of distracting or self-serving content

 

 

Key Findings

Online Selling and eCRM reveals:

- How B2C and B2B companies are using their websites for greatest value.

 

 
- How much companies are budgeting and how they are measuring ROI for their
 

 
commercial websites.

 

 
- Aggregated survey data of internet users’ preferences for various website
 

 
features.

 

 
- How businesses are evolving their websites into next-generation versions.
 

 


 

 
- Examples of benchmark online retailers, by sales and customer service standards.
 

 


 

 
- Comparative estimates of the size of the market for eCRM applications.

 

 
- And much, much more...

 

 

Improve Your Online Selling and CRM Programs Today