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Essay / Research Paper Abstract
An 11 page paper discussing the advantages to information management of the computer-telephone integrated call center, including the implications brought by Internet protocol (IP) telephony. The customer-focused, automated call center provides a broad solution to many business dilemmas. It provides enhanced customer service that is automated and managed yet appears highly personal to the customer, and it can increase the company's competitive advantage with its customers. Information is tailored to the needs of the business, summarized for analysis and centralized for access. Per-seat call center costs have decreased so that its advantages are available to many more companies now than in the past. With L.L. Bean's commitment to superlative customer service and treating "customers like human beings," the call center provides solution for many of the issues facing L.L. Bean in the current climate of intense retail competition and the need for current and reliable information management. Bibliography lists 14 sources.
Page Count:
11 pages (~225 words per page)
File: CC6_KSLLBean.doc
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Unformatted sample text from the term paper:
the words of founder L.L. Bean himself: "Sell good merchandise at a reasonable profit, treat your customers like human beings, and they will always come back for more" (L.L.
Bean, 1999; p. llbean). The company claims that its guarantee is "famous around the world," largely because it still adheres to the founders basic philosophy. One entrepreneur recently
commented that "They asked LL Bean why he started his catalog company and he said it was because he had wet feet" (Szadkowski, 1999; p. D6).
In this age of continued technological advance, many have complained that individuals increasingly are little more than "numbers" to the companies with which they do business.
L.L. Bean is committed to its founders philosophy of treating "customers like human beings," but it also embraces technology as a method of increasing competitive advantage and productivity.
The Companys Position and Needs Business in all areas is more competitive now than at any other
time; retail sales is one of the most competitive of all areas as the giant retailers increasingly squeeze out smaller, specialty businesses in all markets in which the giants compete.
L.L. Bean has been known for nearly a century for its high-quality and long-lasting outdoor wear that falls more easily into the category
of sporting goods; along the way, the company has added an extensive line of high-quality and traditional clothing for the entire family. Products comparable in function if not quality
can be found at any Wal-Mart, and generally for a much lower retail price. L.L. Bean has a few retail stores, but its primary business base is that of
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