U.K. Firms Game for Web, Slow on Customer Service
British companies are more eager to adopt online marketing strategies than their European counterparts, said a survey of British, German and Dutch organizations. But the British firms had the worst record when it came to sharing customer information between existing departments.
In a poll for Chordiant Software, Inc., 62% of the UK firms surveyed said they planned to adopt new e-commerce channels such as the Web and interactive digital TV while only 42% of German companies and 30% of Dutch companies were considering extending their operations via the Internet.
However, when asked whether their existing channels to market were integrated, Chordiant said that 74% of UK companies stated that they were not, implying that departments within the same company do not share customer data or processes. A total of 36% of German firms and 27% of Dutch claimed to have fully integrated customer channels.
