Internet 2.0

I was reading this article on Internet 2.0 and how it can facilitate the next generation CRM. The article talks about the tools that'd emerge out of the Internet 2.0 era and will lead CRM into new directions. I am scrapping part of a paragraph and will associate it with one of the mails that I got from Citibank. I'll leave it to my readers to relate the Gartner's finding to the mail I got.

Gartner's findings:

"According to Gartner Research, the average business-to-consumer company can save $26 million per year simply by delivering bills electronically and convincing as many of its customers as possible to seek help on a Web site before picking up the phone. The stakes for failing to accommodate the service demands of customers remain high."

The mail that I got had a subject "Help preserve the environment by saying yes to Statement on E-mail." Here's the mail:

Dear Cardmember,Thank you for paying your Citibank Credit Card bills at Citibank Online and/or for setting up Standing Instructions for the same. We appreciate the fact that you have adopted online payment for your Card bills at Citibank Online.You have been enjoying the convenience of receiving your Suvidha Account statement over E-mail (account no.xxxxxxxxxx). As a measure of our continued commitment towards making your banking experience more fruitful, we will henceforth be sending your Credit Card Statement for your Card no. xxxx xxxx xxxx xxxx through E-mail, instead of the physical statement. As you may be already aware, Statement on E-mail* provides you with the following benefits: 1. You can download, print, save and archive your statements for future reference. 2. You get easy access to a soft copy of your Card statement through E-mail. 3. Secure, 128-bit encrypted statements, which always reach you on time. 4. You also help preserve the environment by saying NO to paper statements.However, if you would like to continue receiving paper statements for your Card, please login to Citibank Online at www.citibank.com/india or call 24-Hour CitiPhone to unsubscribe from the Statement on E-mail service.Warm regards,Citibank N.A., India

My readers are smart enough to associate Gartner's findings to Citibank's efforts :)


Technorati Tags: Internet 2.0, CRM, Gartner, Research, research at MDI, citibank