Using the internet to forge solid customer relationships: improved customer service leads to improved collections. (Selected Topic).

While the importance of building and maintaining strong customer relationships is typically viewed as a sales function, it may just as easily fail on the credit and collections department. As better systems are put into place, and the Internet evolves as a viable tool, the role of the credit and collections department is expanding, bringing together the sales and accounts receivable functions in a collaborative effort to forge strong customer relationships.

A Customer-Centric Approach to E-Commerce

How do you effectively conduct business over the Internet? What differences and similarities are there between e-business and traditional business methods?

In terms of credit, what do you need to know and how do you need to model your organization in order to maximize your resources while protecting your company?

One of the most important aspects of e-business is good customer relations; however, the need for sound customer care practices and strong communication channels are all too often ignored when it comes to Internet-based commerce. Initial implementations of Internet sales channels were developed more for the purchasing side of the customer equation. Yet, what happens when the customer needs to adjust an order, modify options or check on status? Are these tools available?

While customers clearly have the tools they need to go through the sales cycle via the Internet, are they equally equipped when it comes to customer service?

If your customer wants to evaluate their account, check on invoice balances or dispute an invoiced amount, where will they go? What services are you providing them?