Hello? Hello? Is anybody home?
When you spend all of your time with those who love e-business and understand its potential, as I do, it’s easy to conclude that people are really starting to figure this stuff out.
Wrong, wrong, wrong, wrong, wrong. The latest proof comes in the form of a new study by Jupiter Media Metrix, which finds that a surprisingly large number of companies don’t grasp even the basics of online customer service. For example, although two-thirds of the business-to-business companies surveyed said they respond to customers’ e-mail inquiries within 24 hours, nearly a third (29%) admitted that they don’t respond to such inquiries AT ALL. I mean, we’re several years into this, and there are still companies that don’t understand the need to respond to customers’ e-mail? How could this be? Haven’t they heard that the economy is slowing down, maybe even dropping into recession? Do they have business they can afford to give away? They must, because that’s exactly what they’re doing. Worst of all, these non-responsive B2Bs aren’t small companies that have chosen not to do business on the Internet. These are all major companies that have opened private marketplaces for their partners, suppliers and customers to use in conducting business over the Web. They have issued a blanket invitation for people to do business with them online, and then they don’t even have the courtesy to answer their e-mails. Would these same people invite their neighbors over for a dinner party, then lock the front door and leave town? I’m betting that they would. “The concerning thing is that there were quite a number of sites that we tracked that did not respond to inquiries at all, which is surprising,” Jupiter Analyst David Daniels said. “Certainly with the market conditions such as they are, companies are missing basic prospect opportunities and certainly customer retention opportunities.” Such companies should learn from the retail sector, where studies indicate that 70% of online buyers spend less money at a retailer’s bricks-and-mortar store after having a bad experience on its Web site. With luck, the same will prove to be true in B2B, and these companies will get exactly what they deserve – a quick trip to bankruptcy court. If I were one of their customers, I’d do my best to make sure of it.
Cyclics Corporation Introduces Single-Component Low Viscosity Reactive Thermoplastic Systems RENSSELAER, N.Y.--June 14, 2001--Cyclics Corporation, www.cyclics.com, has successfully formulated a single-component reactive system combining their low-viscosity thermoplastic CBT(TM) resin with a choice of catalysts. Magnequench Introduces New MQP-S-9-8 Spherical Isotropic PowderANDERSON, Ind.--June 14, 2001--Magnequench Inc.(R) (MQI), a global industry-leading supplier of permanent magnets materials and magnetic systems, is proud to announce its release of a new spherical isotropic powder product MQP(TM)-S-9-8. EZUtilities to Merge with Texas Commercial Resources Inc.HOUSTON--Sept. 20, 2001--EZUtilities (Pink Sheets:EZUT) announced today that it is merging with Texas Commercial Resources Inc. of Houston. Effective Sept. 21, 2001, the new name for the company will be Texas Commercial Resources Inc. and the new stock symbol will be TCRI. Degussa starts fully automated order processing via ElemicaDUSSELDORF, Germany (September 24, 2001) – Degussa AG is to begin fully-automated order processing via Elemica, an e-marketplace serving the chemicals industry. AspenTech releases Aspen Capable-to-PromiseCAMBRIDGE, Massachusetts (September 24, 2001) – Aspen Technology (aspentech.com) has announced the release of its Aspen Capable-to-Promise, a supply chain and e-business solution designed to allow process manufacturers to streamline and optimize their sales order commitment process. Loch Announces Date of Record for Shares in CDEX-Inc.AUSTIN, Texas--Sept. 24, 2001--Loch Harris, Inc., a Nevada corporation announced today that its Board of Directors has set the date of record and unanimously approved a plan to spin-off approximately 48,000,000 shares of the common stock that Loch currently owns in CDEX-Inc. (CDEX), a Nevada corporation. NOVA Chemicals' Division President Announces RetirementPITTSBURGH--Sept. 21, 2001--Dan Boivin, President - Olefins / Polyolefins Retires; Dale Spiess Named Successor. Chemical plant blast in Toulouse kills 18 and injures 200TOULOUSE, France (September 22, 2001) – An explosion devastated a chemical plant in Toulouse, France, on Friday killing 18 people and injuring 200, according to a report by the Associated Press. Around 15 people were reported missing. Celanese Chemicals teams with Clarkston to expand customer outreachDURHAM, North Carolina (September 24, 2001) – Celanese Chemicals, in collaboration with Clarkston (clarkstongroup.com), a business and information technology consulting firm, has announced the completion of its online customer outreach systems (celanese.com). AspenTech delivers improved performance and rapid implementation at BASF chemicals plantCAMBRIDGE, Massachusetts (September 24, 2001) – Aspen Technology (aspentech.com) has announced the completion of a project to apply a state-of-the-art production control solution at the BASF (basf.com) steam cracker plant, located in Antwerp, Belgium. RubberNetwork.com names John Garrison as CTOALPHARETTA, Georgia (June 18, 2001) – RubberNetwork.com (rubbernetwork.com), a global electronic purchasing and procurement marketplace created by nine companies in the tire and rubber industry, has named John Garrison as its new Chief Technology Officer. TriLucent Technologies Corp. Announces the Appointment of Senior Oil and Gas Executive to its Board of DirectorsSAN ANTONIO--June 15, 2001--TriLucent Technologies Corp. today announced that it has appointed Donald G. Russell, chairman of its board of directors. Cohesant Technologies Reports Record Sales and Earnings For Fiscal 2001 Second Quarter and First HalfINDIANAPOLIS--June 15, 2001--Cohesant Technologies Inc. (Nasdaq:COHT) today reported record sales and earnings for its fiscal 2001 second quarter and six months ended May 31, 2001. New management team reveal troubles at BluegateBRUSSELS (June 14, 2001) -- The new management of Bluegate, an e-business software provider, has discovered accounting irregularities, product delays and a pending lawsuit that put the company's future viability in doubt. DuPont selects CheMatch as auction solution provider for direct material needsWILMINGTON, Delaware (June 18, 2001) – DuPont has selected CheMatch to provide a full suite of solutions via CheMatch Auctions. RTI Forms Strategic Alliance With Western Rubber ProductsLOS ANGELES--June 18, 2001--Rubber Technology International, Inc.'s (OTCBB:RTEK), President and CEO, Trevor Webb, announced today that the Company has formed a strategic alliance with Western Rubber Products, Ltd. of British Columbia, Canada. Headwaters Inc. Announces Changes in Its Board MembershipDRAPER, Utah--June 18, 2001--Headwaters Inc. (Nasdaq: HDWR) Monday announced two changes in its board membership. Omnexus expands ERP connectivity with IQMSATLANTA (June 4, 2001) -- Omnexus (www.omnexus.com), an online hub for the plastics industry, has teamed with IQMS Software to enable all users of the IQMS EnterpriseIQ ERP system to link to Omnexus and its members. ASPs growing despite problems, IDC saysFRAMINGHAM, Massachusetts (June 4, 2001) -- Despite the challenges facing their industry, new research from IDC indicates that application service provider (ASP) revenues are growing at a compound annual rate of 89%, which should grow the market from $986 million in 2000 to nearly $24 billion by 2005. Ticona web site to add product management and design collaboration servicesSUMMIT, New Jersey (June 4, 2001) -- Ticona, the technical polymers business of Celanese AG, plans to add product management and design collaboration services to its website through an alliance with Conferos Inc.
|
|