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Robert Langer  - [Robert Langer, director of Dell.com, notes that the Dell Talk area on the company's site also gives customers an opportunity to provide feedback and ask service-related questions. Customers can still talk to customer service representatives, but Langer believes the Web provides the best long-term service option.] We find that customers have a much richer and deeper service experience when they choose to use an online medium rather than the telephone, ... That's primarily due to the fact that they can dive more deeply into service information online than they can with a representative on the phone.

[Robert Langer, director of Dell.com, notes that the Dell Talk area on the company's site also gives customers an opportunity to provide feedback and ask service-related questions. Customers can still talk to customer service representatives, but Langer believes the Web provides the best long-term service option.] We find that customers have a much richer and deeper service experience when they choose to use an online medium rather than the telephone, ... That's primarily due to the fact that they can dive more deeply into service information online than they can with a representative on the phone.

Robert Langer
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Russell Morgan  - Small business managers recognize that stand-alone systems inhibit productivity. A company may need to integrate its Web site with its accounting program, for instance, but implementation is daunting without the expertise. It's hard to add staff to solve the problem because the talent isn't out there at an affordable price. Having permanent onsite IT staff may not be the best option, anyway. Independent technology consultants are readily available, trained to evaluate and implement solutions that minimize disruption, reduce system fragility, and deliver systems that streamline operations and improve productivity.

Small business managers recognize that stand-alone systems inhibit productivity. A company may need to integrate its Web site with its accounting program, for instance, but implementation is daunting without the expertise. It's hard to add staff to solve the problem because the talent isn't out there at an affordable price. Having permanent onsite IT staff may not be the best option, anyway. Independent technology consultants are readily available, trained to evaluate and implement solutions that minimize disruption, reduce system fragility, and deliver systems that streamline operations and improve productivity.

Russell Morgan
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