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Gold/Mining/Energy : Sideware Systems - SYD.u/V, SDWSF

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To: MAKAMAI who wrote (4082)	8/28/1999 1:00:00 PM
From: KrisCo	Read Replies (1) of 6076

As told by Mary Hillebrand of e-commerce, this research report from Forrester Research, Inc. (Nasdaq: FORR) leads one to conclude the percentages of shoppers that would shop online if: 70% "an assurance of privacy" 65% "price discounts" 28% "ability to return a product to a local store" 20% "personalized customer service, through Internet telephony or a chat page" The discrepancy is the difference of what people said was their number 1 hang-up and what they will do when at the purchasing point. The general populace cannot be asked this because they do not know the answer. What is not considered is the power of personalized customer service to convey any of the information needed on the policies and practices of the e-commerce company to meet a customer's concerns. From my experience customers come up with any number of "problems" before a sale occurs. Forrester may be great researchers but I don't think they really understand salesmanship and the psychology of sales and what excellent CRM will do to the bottom line. Or maybe Mary Hillebrand just got the wrong message. ecommercetimes.com Kris

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