The document discusses how companies can provide customer support and improve online quality through various virtual value activities and digitizing customer-facing processes. It describes how virtual problem solving, online publishing and software updates can significantly lower costs. It also explores how companies can use techniques like online content, virtual value activities and hybrid online/offline support systems to enhance the customer experience while justifying investments in their online presence.

1. Internet Marketing Customer Support and Online Quality

2. Marketing Processes That Can Be Digitized Understand Markets & Customers Involve Customers in Design Process Market & Sell Products & Services Deliver Value Through Distribution Provide Customer Care Manage Customer Information

12. Traditional and Web-Based Customer Support

14. So What? Success on the Web is Becoming More & More About Customer Care Provide Customer Care Through Online Content

15. Headline Insert excerpts from a current article out of the business press (e.g. Wall Street Journal, Wired News, Business 2.0, or Fast Company) that talks about the importance of online customer support. I usually take excerpts out of the lead paragraph, and highlight keywords. There have been a number of articles talking about increased investments in online customer support. Name of Publication - Date

16. Customer Care Q: How do you create a Nordstrom-like experience on the Internet?

18. Virtual Value Activities and Customer Support Solutions Figure 6.6

19. Virtual Value Activities and Customer Support Solutions Figure 6.8

20. Table 6.3

22. Drivers of Customer Satisfaction Figure 6.9

23. Product Design Satisfaction Drivers and Online Methods Table 6.4

24. Sales Activity Satisfaction Drivers and Online Methods Table 6.5

25. After-Sales Activity Satisfaction Drivers and Online Methods Table 6.6

26. Culture Satisfaction Drivers and Online Methods Table 6.7