This book focuses on leveraging the advantages of existing technology-based processes and learning and applying emerging processes and technologies-in cost effective ways-to enable organizations to become ongoing, best-in-class customer care providers. Traditionally, one of the biggest problems for customer care executives has been how to balance CSR productivity with customer satisfaction. By implementing on line solutions which facilitate a timely and relevant response to a customer"s inquiry or problem, the executive can realize a significant return on investment both through renewed customer loyalty and direct access to useful market intelligence. This book is intended to outline the steps required in order to become an active participant in the continuously evolving model of online customer care.