For businesses to survive and prosper, they must listen to and fulfil the needs of their customers. Businesses are harnessing the advantages of developments in information and communications technology, in order to provide improved services to customers. At the same time, customer expectations about speed and efficiency of service have increased, e.g. in banking, busy customers want instant access to their accounts 24 hrs a day, 7 days a week, through service-centres or the internet. Relationships between buyers and sellers are continually developing. Key features…

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