Are customer processes designed for e-business
practices? Results indicate that they are. As Table
7 shows, approximately 71 percent of companies
have procedures to quickly incorporate customer
feedback into organizational processes. More than
75 percent have a single point of contact to handle
customer service requests, and 81 percent have very
few steps to resolve such requests.These results are
consistent with those regarding IT customer orientation,
in which 74 percent of the companies now
allow customers to seek customer service online