• E-Commerce News: Customer Service: Pre-CRM: Relating Before There's a Relationship
  Often in the online world, customers fall into a rabbit hole of frustrating live chat sessions with anonymous customer service representatives who offer canned, impersonal and often comical responses to complex customer questions. Or, customers are required to fill out and submit contact forms in order to get an answer (or an annoying phone call) hours or days later, rather than at the moment when their need to know is immediate.
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• Pre-CRM | The Relationship before the Relationship
  Until now, the limitations of the web have made it difficult to build an online customer relationship as we do in the offline world. But it’s coming.
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