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Trusting the Internet: Developing an eService Strategy (2001)

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The research project was sponsored by Anglian Water, The Post Office, Thames Water and Ventura.

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Published 2001.

Written in association with the London Business School, this report provides a blueprint for delivering service excellence on the web. Ten key steps are identified to help organisations develop effective eService strategies to provide added-value services to Internet customers. The report offers guidelines on creating an effective eService strategy and suggests key performance indicators to monitor progress.


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