IT Focuses on E-Service...

Companies will strive to do an even better job of using the Web for customer service. IT executives are split on whether investments in Web-based customer service will significantly improve customer satisfaction. That's troublesome, because delivering better customer service is one of IT's top priorities. Good service is critical for retaining existing customers—especially important when the economy slows down, given the burden of acquiring new customers. And if high gas prices drive more consumers to buy online, Web site snafus can cost even more business. Expect to see IT organizations put more time and effort into improving customer service, especially over the Web. This will ensure that content management, data integration and tools that analyze data on Web site performance and interaction with customers will receive plenty of attention.

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