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To: Benny Baga who wrote (4098)	3/30/1999 8:45:00 AM
From: AugustWest	Read Replies (1) \| Respond to of 20297

FWIW, some Killen stuff Study: $31 billion to go into 'Net billing, payment March 30, 1999 Network World: SAN FRANCISCO - In the foreseeable future, nearly all answers to questions about everyday bills will be available over the Internet, according to a new study released today. About $31 billion will be invested over the next five years to install and upgrade Internet-based customer relations systems, the study by market research and consulting firm Killen & Associates concluded. Businesses will be able to handle the bulk of questions about home and auto loans, insurance, cable television, telephone and electric services via the Internet. "It will be common practice for customers to go to the 'Net to get their questions answered," said Jules Street, a spokesman for Killen & Associates. Many corporations, including American Express and MCI WorldCom are already implementing the next generation of customer relations systems, the study said. <<Network World -- 03-26-99>> [Copyright 1999, Network World]