UNIT-III

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CUSTOMER SUPPORT ISSUES.

PRE ORDER. POINT-OF-ORDER. POST- ORDER .

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Pre-Order Customer-Support Issues

Pre-Order customer support online consists of information available to the customer in advance of making a purchase.

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Pre-Order Customer-Support Issues

Online Visibility via Search Engines Real-Time Access to Product Information Inventory Integration International Business Shipping Order Tracking Marketing Automation packages Campaign Management, Lead management, Contact Management
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Online Visibility via Search Engines

When creating an online store, One of the top five questions we get asked when creating an e-commerce site is "How can we get listed high on the search engines?"

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Few notable facts to ensure online visibility via search engines

Make sure your Web site contains all the elements used by search engines to classify and rank topics. Some common tools used by all search engines are the invisible codes used at the beginning of pages, which specify the author, topic, and keywords for a particular page. 1. These codes are referred to as META tags and are not displayed on a page but are used by search engines to rank pages.
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Few notable facts to ensure online visibility via search engines META tags
META tags are special HTML elements used with Web pages that include typical "header" information about the page, most notably specific keywords related to the contents of the page, which in turn are noticed by search engines.
For example, if a Web page contains "football" within its META tags, a user search on the term "Indianapolis Colts football" would likely return this page as a possible hit.

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SJ-API/CA/SOC

Few notable facts to ensure online visibility via search engines Ranking Web sites
2. Every search engine uses a unique algorithm to rank Web sites. 3. After a site is submitted to a search engine it is investigated either by a human or an automatic search tool also referred to as a bot. It is then classified into a category or several categories. Depending on the search engine, the site will also be associated with certain keywords that appear in its content.

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Few notable facts to ensure online visibility via search engines

BOT

A bot is a program that searches a Web site. The method will vary, but usually the search starts at the root of the site (for example, www.mysite.com), which is submitted to the search engine. The bot then follows all links from this page recursively until it has mapped the whole site.

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Few notable facts to ensure online visibility via search engines Issues to be handled

4. Due to the number of new sites being submitted, search engine submissions need to be repeated every three to six months. Because the Web is growing rapidly search engine databases are growing dramatically. 5. A site that was once listed early in a search after initial submission might now be pushed back due to new sites replacing it.

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Few notable facts to ensure online visibility via search engines issues to be
6. The majority of automatic submission software and/or service have limited success. 7. Some services and/or software do assist in submitting your sites to several search engines; won't ensure success if the most important engines are not included.

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Few notable facts to ensure online visibility via search engines Issues to be handled

When submitting your site, you need to make sure that searches on the top sites list your entry. 20SEARCH Ex: ALL THE WEB
ALTA VISTA AOL SEARCH ASK JEEVES DOGPILE EBAY EXCITE GIGABLAST GOOGLE
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Few notable facts to ensure online visibility via search engines Meta search sites
Meta search sites will collect data from several search engine sites. This new form of search engine allows users to collect results from several search engine databases at once. Your site does not need to be submitted to them directly, but it must be listed on the individual search engine sites.

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Metasearch engines See also: Metasearch engine Blingo Yippy (formerly Clusty) Metacrawler DeeperWeb Mobissimo Dogpile Otalo Excite PCH Search and Win Harvester42 SideStep HotBot WebCrawler Info.com Ixquick Kayak Mamma
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 E-commerce sites have long been dependent on search engines to get customers to their store; however, as more of the less sophisticated customers come online, an easy-to-find virtual location is crucial.

Domain Names

The key to a virtual location is your company's domain name.

In the early days of the Web, most locations were not very easy to understand or remember. Web sites would commonly have long, complicated names that were hard to decipher.

As Web sites have become important marketing tools for companies, it is important to have a home page with an easily remembered and intuitive(sensitive) name: For example, http://www.mystore.com/.

As a result of this development, search engines are no longer the only navigation tools directing people to your Web site.
Many companies display their Web address in TV commercials, print ads, and other forms of marketing materials.
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Real-Time Access to Product Information

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Real-Time Access to Product InformationProduct Catalog Product searches Product comparisons In depth access to Product Visual presentation Text presentation Other product information product comparison within catalogs Feedback and reviews Customer Reviews Feedback Forums
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Product Catalog
The building block of any good store is product information and details.

This should be organized in your product catalog, which should list your product categories and items within them.
One unique advantage of online stores versus brick-and-mortar stores should be that a customer does not have to look though a complete inventory of products to find something he or she is looking for. Some consumers might tend to browse, and therefore look at your entire collection, but most want to look at a specific product in which they are interested.

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 The following are some of the keys to a successful online product catalog. Well-defined categories. If a product is not placed in an "understandable and logical category, your customers will get frustrated with searching through endless lists of products they are not interested in. Ease of navigation. Similar to shopping at a physical store, people will come to simply browse your inventory. If this is a pleasant experiencefree from dead ends and clutterthe purchasing process will be perceived as good. Even in a virtual store, specials and other noteworthy product information should be prominently(highly) displayed on your site. Virtual store tours. In some instances, a virtual tour of your online store will give the consumer a good overview of your products. Customizable search criteria. In building your catalog database, keep in mind that consumers will want to search for specific product criteria. Some of the more common searches include product name, product part number, color, and size. SJ-API/CA/SOC 22 Of course these criteria depend largely on your product, but it is

Product Searches

Product Searches contd.

Remember to include a keyword search within your search capabilities so that important related criteria will result in search hits, even if specific product information is not available such as those listed here (color, size, etc.).

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Product Comparisons
The key to success for online stores has turned to getting customers into their site. Selling still relies on brand and name recognition especially when getting repeat business.

Even if a sale is not made on the initial visit, a site can become a portal for future purchases because it presents information about prices from different vendors in a simple and straightforward manner. Online commerce sites have the added advantage of offering general information along with specific products.

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In-Depth Access to Product

When consumers are asked what they like about shopping online, the answer includes the following: 1. convenience of not leaving the house 2. having all of their needs met in one place, 3. the ability to get detailed information about a product before the purchase. E.g. Amazon.com

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Text Presentation
In most cases, the product will need some text description. Consider the following options. Contents. If the product has any ingredients or subcomponents, a listing will assist the consumer in a decision. Description. A verbal description of the product can be valuable when relating details not presented by an image or video. Part numbers. It is important to include any internal part numbers a consumer might need when ordering an item either online or via another medium (i.e., phone).

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Visual Presentation
The following are a few visual options to consider. Image. Most common visual presentations are made via simple images. These images can show the product from different angles or show different aspects of the item. Video. Some products might require a more detailed visual presentation, or a product application may need to be demonstrated.

3-D image This technique is used when the customer should get a feel for what the item looks like from different angles. It is used extensively by car manufacturers and in the real estate industry.
Drawings. If a real image is not applicable or possible due to the nature of the product, a drawing will show the customer what the item represents.
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Other Product Information

Some products might require descriptions or technical details that the consumer might find beneficial when evaluating products. Consider the following details. Technical specifications. Engineering or computer products might have a long list of technical specifications. Sizes and measures. Imagine you are shopping for a new desk (a computer workstation) online. As a consumer, you're going to want to know the specific measurements of the desk to ensure you can place it in your room and that your equipment fits into it.

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Product Comparison within the Catalog

If your product catalog includes similar items from different vendors, you should provide a way for the consumer to see a comparison between features and benefits. If you are in an industry where consumers are aware of competitors products, or if your items have particular advantages over those of your competitors, you might want to consider allowing product comparisons.

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Customer Reviews
These reviews add an important independent voice to the purchasing process. Though customer reviews shouldn't necessarily be edited, there is a good reason for keeping a close eye on what customers are posting in reviews. Another aspect of monitoring reviews is to make sure that you get information from the person posting the opinion.

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Feedback Forums
The customer retention aspect of feedback forums. Holds great value in the pre-order portion of your Web site. Forums allow customers to discuss and exchange opinions. New customers who are interested in finding more information about the application or quality of your product can use the forum tool to receive unbiased (balanced)opinions. This tool can provide you with excellent word-of-mouth advertisings.

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Inventory Integration
The customers will want to know when they can expect the item to arrive. If you are building an online store, make sure to include delivery time and product availability in your planning. If you are unable to provide live inventory information, let the customer know that from the beginning.

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Real-Time Inventory
Determine whether your Web site has access to data stored in your inventory system. If you are unable to provide access to your live inventory system use a periodic upload. The following are some common inventory status signifiers. In stock. The item is available to be shipped immediately from your warehouse. In warehouse. You have the item, but it needs to be transported to your fulfillment center. On backorder. If you can be more specific as to the time it will take to get the item into your warehouse, then you should indicate your Web site. Special order. If your factory needs to produce the item or order it from a supplier, you should give customers an approximate timeframe for this process.
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Order Processing
An important aspect of the online store is the time your organization takes to generate an order. Delays in order processing can result from your internal processes between departments and locations. If you fulfill your orders from a different location than where your Web site orders are processed, your customers might face delay. It is important to communicate these potential delays to your customers. If your inventory is very low, make sure the consumer is aware that you will have to order from a supplier. If you custom-manufacture items, the consumer should be made aware that he or she might have to wait longer to receive merchandise.
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Alternate Products in Stock

The vendor made me aware that it was out of stock and included a couple of alternate products that could serve my purpose.

Customers are glad to change the order and switch to a product that was in stock.

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International Business
New challenges that you need to consider when building your site. Although a large majority of the world has adopted English as the common business language, you need to consider translating your site into a country's native language if you want to target a particular market. When you do so, make sure that you find a good translator. and avoid unprofessional Web sites with improper phrases or misspelled words. The most important aspect of dealing with foreign orders is pricing and shipping costs.

Display prices in foreign currencies.

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Shipping
Different product delivery and pickup options. In-store pickup. If you have a physical store and customers are physically able to pick up merchandise make sure that they can choose this option. This also means that your staff will need to be able to help customers who purchased an item from your site. Postal mail. Postal Service has been very proactive in meeting the shipping and courier service demands brought about by e-commerce. You have the option of using services ranging from overnight to standard mail (which is the lowest cost option). Shipping services. These companies, the biggest being UPS and Federal Express, specialize in fast and easy-to-track shipping. The services include all options from next-day, early morning to standard next-day to UPS blue, which is guaranteed to arrive within three to five business days.
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Shipping and Handling Costs

The key is to make sure the shopper is aware of the cost for packaging cost in advance.

It is not good to let a customer discover unexpected additional fees at the end of the purchasing process.

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International Shipping
One of the main problems when fulfilling International orders is how to guarantee delivery and receipt of your product. The most common solution is to use one of the main shipping service companies. Select shipping companies with good experience and control over deliveries in foreign countries. Make your customer aware that there might be additional charges from the shipping company. Make sure that you investigate the country of destination and which shipping service is preferable.
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Order Tracking
Tracking the status of an order is important elements of a satisfactory transaction. If customers know and understand where their order is in the process of getting filled, they will feel more comfortable making purchases.

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Campaign Management: The Marketing Perspective

Developing effective campaigns Effectively predicting the future Retaining existing customers Acquiring new customers

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Campaign Management: The Cap Gemini Model

KNOW
Understand market and consumers needs and preferences Exploit customer intelligence, Use channel integration

TARGET
( Offer is developed ) Define market strategies

Perform segmentation

SERVICE
Retain customers by: Loyalty programs Communication Service forces

SELL
Acquire customers Use sales force effectively Develop marketing programs
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Campaign Management: The Marketing Perspective

The marketing manager... 1. 2. 3. 4. Defines objectives Identifies customers Defines communication strategies Designs/improves products/offers/services/promotions 5. Tests the impacts of her decisions 6. Revises her decisions for maximum effectiveness
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Campaign Management Step 1: Define Objectives

Targeting Existing Customers Retention Strategy Creating Loyalty?

Increasing the satisfaction level?

Cross-selling or Up-selling?

Targeting New Customers Acquisition Strategy

Target customers that show characterstics similar to existing groups of customers

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Campaign Management Step 2: Identify Customers

Perform SEGMENTATION Define the right customers Use information of past transactions as key for making predicting future ones Define the segments and their characteristics Develop customized marketing strategies for the different segments

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Campaign Management Step 3: Communication Strategies

Which message should be transmitted? Which channel should be used?

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Campaign Management Step 4: Design the Products, Offers, Services and Promotions
Analyze the price, time period, risks, marketing costs Define the product / offer / service / promotion and its general structure Identify effective use of sales and communication channels

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Campaign Management Step 5: Test the Impacts

Impacts of the decisions have to be tested and and assessed on a sample

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Campaign Management Step 6: Revise the Decisions

Make revisions to the targeted offer / service / promotions Finally apply the decisions to the whole segment or population

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Purpose, Benefits, and Key Process Steps

Purpose
A lead is used to describe, store, update, and manage the potential interest of a business partner (within a certain timeframe and for a specific product).

Benefits
Improve response rates to customer requests Better understanding of customer needs High quality leads increase revenue generation Lead generation across all interaction channels Accelerate the process from first interest to closed deal Improve close rate by sales organization Reduce sales time and cost Capture, qualify, and distribute leads Track the progress of each lead through the systems closed-loop monitoring

Key Process Steps

Create Target Groups for Lead Generation

Required SAP Applications and Company Roles

Required SAP Applications
SAP CRM 7.0, EHP1

Company Roles
Marketing Employee Marketing Manager Sales Employee

Process Flow Diagram

Lead Management
Start
Customer Contact (Inbound Activity)

Marketing Employee

Maintain Attribute List with Attributes

Create Target Group

Create Leads Manually

Qualify Leads

Distribute Leads

Sales Employee

Transfer Leads to Sales

Marketing Manager

Evaluate Leads*

*Optional: Requires implementation of CRM Reporting; see Business Process Documentation for Scenarios CR1 and/or CR2.

Legend
Symbol Description
Band: Identifies a user role, such as Accounts Payable Clerk or Sales Representative. This band can also identify an organization unit or group, rather than a specific role. The other process flow symbols in this table go into these rows. You have as many rows as required to cover all of the roles in the scenario. External Events: Contains events that start or end the scenario, or influence the course of events in the scenario.

Usage Comments
Role band contains tasks common to that role.

Symbol

Description
To next / From last Diagram: Leads to the next / previous page of the Diagram

Usage Comments
Flow chart continues on the next / previous page

<Function>

Diagram Connection

Hardcopy / Document: Identifies a printed document, report, or form

External to SAP

Hardcopy / Document

Does not correspond to a task step in a document; instead, it is used to reflect a document generated by a task step; this shape does not have any outgoing flow lines

Flow line (solid): Line indicates the normal sequence of steps and direction of flow in the scenario. Flow line (dashed): Line indicates flow to infrequently-used or conditional tasks in a scenario. Line can also lead to documents involved in the process flow. Business Activity / Event: Identifies an action that either leads into or out of the scenario, or an outside Process that happens during the scenario

Connects two tasks in a scenario process or a non-step event

Financial Actuals: Indicates a financial posting document

Financial Actuals

Does not correspond to a task step in a document; instead, it is used to reflect a document generated by a task step; this shape does not have any outgoing flow lines

Business Activity / Event

Does not correspond to a task step in the document

Budget Planning: Indicates a budget planning document

Budget Planning
Unit Process: Identifies a task that is covered in a step-by-step manner in the scenario Corresponds to a task step in the document Manual Process: Covers a task that is manually done Process Reference: If the scenario references another scenario in total, put the scenario number and name here. Corresponds to a task step in the document

Does not correspond to a task step in a document; instead, it is used to reflect a document generated by a task step; this shape does not have any outgoing flow lines

Unit Process

Manual Process

Process Reference

Does not generally correspond to a task step in a document; instead, it is used to reflect a task that is manually performed, such as unloading a truck in the warehouse, which affects the process flow.

Sub-Process Reference

Sub-Process Reference: If the scenario references another scenario in part, put the scenario number, name, and the step numbers from that scenario here

Corresponds to a task step in the document

Existing Version / Data

Existing Version / Data: This block covers data that feeds in from an external process

Does not generally correspond to a task step in a document; instead, this shape reflects data coming from an external source; this step does not have any incoming flow lines

Process Decision

Process Decision: Identifies a decision / branching point, signifying a choice to be made by the end user. Lines represent different choices emerging from different parts of the diamond.

Does not usually correspond to a task step in the document; Reflects a choice to be made after step execution

System Pass/Fail Decision

System Pass / Fail Decision: This block covers an automatic decision made by the software

Does not generally correspond to a task step in the document; instead it is used to reflect an automatic decision by the system that is made after a step has been executed.

POINT-OF-ORDER CUSTOMER-SUPPORT ISSUES

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Understanding Point-of-Order Issues

Consists of how customers actually provide order information, such as the specifics concerning which product(s) they wish to purchase (e.g., quantity, color, size) and their billing information. defining point of order should include measures to understand how the manufacturer of that product has "cemented your affinity for it . how well the product has served your specific needs.

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Post-Order Customer Support,

it usually begins during the point-of-order stage. capture the sale and develop a sense of community / sense of ownership in your customers.

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Understanding Point-of-Order Issues

contd.

The following are the components of the point-of-order stage.

Ensuring a smooth ordering process Personalizing the order process Providing an intuitive site-navigation scheme Providing pricing information Addressing customer-security concerns.

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Providing Self-Service to Your Customers

Delay at checkout is due to lack of pricing information. Enable the customer to price his or her product. 1. When thinking of CRM issues, always try to imagine yourself in the role of customer. 2. What types of things do you look for in a company that you enjoy doing business with?

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Components of a Well-Designed Ordering Process

Point-of-order interface is a crucial first step to building and maintaining customer loyalty. If your customers are excited and interested about your product before they visit your Web site, you can compound that excitement and interest by providing them with an easy, fun-to-use point-of-order interface. capitalize on that novelty by providing your customers with the most efficient, interesting point-of-order interface you can (without overloading them with information).

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Maximizing the Electronic Shopping Cart

When implemented effectively, the shopping cart allows customers an Easy and interactive method of selecting, reviewing, and ultimately purchasing goods via the Web. Customers can quickly add items of interest to it. The option to buy is always present, and customers don't have to make a mental note of items they wish to purchase. Customers don't feel pressured to buy the item. They know that they can add the item(s) of interest to their cart at any time and are inclined to browse deeper into your product catalog with the potential of buying multiple items.

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Maximizing the Electronic Shopping Cart

contd.
When the customer proceeds to checkout, the functionality provided by the shopping cart should focus on, an easy exit from the ordering process, either to simply cancel the process or to resume shopping. Full descriptions of the products in the shopping cart should remain available.. The shopping cart should be "fully editable," even during the checkout phase. Always provide customers a method of removing items from their cart. Conversely, always provide customers an easy way of adding items to their cart. provide a direct link back to the shopping cart or checkout process they left to get the product detail information

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Providing Complete Product Information

Provide a complete view of product information

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Personalizing the Order Process

ensure that the customer's entire experience on your Web site is personalized.

This can be achieved by 1. Exploiting Previous Order History 2. Allow customers to Own Your Site

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Exploiting Previous Order History

Related links can be used to steer the customer in different directions, not simply to items related to previous purchases.
Consider how many Web sites you visit where you see a list of personalized links entitled something like "If you liked 'a', you'll probably like 'b', too!" (where "a" is a previous purchase and "b" may be an unrelated item that might appeal to the customer as well books, music, movies, etc.).

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Allow Customers to "Own Your Site

Consider the following ways to provide a sense of ownership to your customers.

Provide links to related purchases based on previous sales. Allow your customers to build their own navigation through your site by allowing them to customize data views. Provide them with access to complete information on the product they ordered. Finally, always give them the opportunity to modify their customer profile.

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Keeping Your Navigation Scheme Product

Navigation should involve product information as much as possible.
For example, on your home page you might display a graphic of your latest product.), the graphic representing the product should be a link in and of itself, either directly to an order form or immediately to a general productinformation page

Information on products should be accessible at any time, from any point in your Web site. A circular navigation scheme should provide links to the following on every page:
Your home page Customer's shopping cart Customer's profile

Your site should also have a search form, both for the entire site as well as subcategories. Provide links to related areas of interest, both inside and outside your site.
These links should be customizable by the customers themselves to evoke a more personalized and effective experience on your site.

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Implementing Site-Navigation Features

CRM site navigation should focus on the product. Develop an attractive and functional navigation mechanism to allow access to your site's information. The classic navigation scheme is through frames, using a table of contents structure (with the list of available links at the left or sometimes top of the page and the contents frame used to display those linked pages). Utilize basic HTML and simple design tricks to hide the fact that the window is divided into frames. (i.e., you can hide the typical frame borders, scroll bars, etc.).

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Providing Pricing Information

Do you have interactive maps for shipping purposes?
A good way to represent overall pricing information (including shipping information) is to provide an interactive map where customers can quickly click on their location and specific shipping costs can be immediately applied to the total price of the ordered item(s).

Can the cost of different shipping methods be compared?

You should provide information on various shipping methods (overnight, next day, regular mail, etc.) and have these various shipping options automatically figured into the total price.

Does your site provide different price lists for different types of customers?
If you may have pricing incentives for different customer types these pricing structures should be automatically computed in to the total price. Have this information in your customer profile and customers if they belong to a special sales group each time they visit your site.

Have a foreign currency exchange rate calculator on your site?

This will enable international customers to quickly determine additional shipping costs in relation to the total price of their order.

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Providing Ease of Billing

To provide billing options. The best e-commerce sites retain previous order information to make the billing process as quick as possible.

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Providing Ease of Billing

contd.

Some general tips on providing ease of billing.

You should provide one-click billing whenever possible. Once at the order form, previous general information is automatically provided (address, phone, etc.), so the customer only has to select method of payment and shipping option. Additionally, you should provide customers with the ability to access multiple billing and shipping accounts.

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Addressing Customer-Security Concerns

This depends on 1. the type of security features built into a site, 2. the degree to which you can your customers assurance about the security of your site. In essence, you can address security issues in two ways:

1.
2.

The type of technical security features you have in place (site certificates, etc.) and the type of psychological security features you employ. What are psychological security features?

These are processes serve more to calm the fears of Web-fraud-concerned customers than to really provide additional security. Provide a higher level of security to eliminate the fear of insecure information being transmitted.

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Addressing Customer-Security Concerns

Have a list of verification questions you can ask customers before releasing confidential information. Normal functioning can also serve as security for unauthorized access. For example, you should always send a verification e-mail to customers confirming an order, billing/shipping options, etc. By doing so, you can also alert customers to unauthorized access. In cases of unauthorized access have a complete infrastructure in place for dealing with problem resolution and customer support.

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POST-ORDER CUSTOMER-SUPPORT ISSUES

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Tracking Orders
Enable customer order tracking through 1. E-mail 2. Online status

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E-Mail Order Status

Includes

Order receipt.
confirm the receipt of the order reconfirm the items ordered, the shipping address, and the method of payment (in a secure format).

This e-mail should be sent automatically after the order is accepted. Using plain e-mail messages to send credit-card and other sensitive information is a valid concern of many. Avoid this problem by sending only part of the credit-card information (for ample, the first and last four digits). If your customers are providing other private data (such social security number or account numbers), a similar security strategy can be used.

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E-Mail Order Status

Inventory status. confirm whether the item is out of stock and needs to be ordered from a supplier or manufactured. Process update. send updates on the status of this process.

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E-Mail Order Status

Shipping update. Provide details to the consumer as to when you are sending the item. If you are shipping only part of the order, communicate which parts were shipped by the specific carrier. Use this opportunity to communicate the status of the rest of the order as well.

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Online Status
have a place on your Web site allowing these customers access to the same information.

it will serve as a permanent record in case customers need to document their transaction later.
It can be a significant enhancement for your customers to have access to documentation for warranty, tax, and other purposes.

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Online Status
The traditional type of paper document associated with each type of transaction.
Order received (order receipt or purchase order) Order processed (invoice) Goods located in warehouse (inventory control) Package received by shipping company (shipping receipt) Customer signed for package (delivery slip) Customer registers product (warranty registration) Post-order transactions (exchanges and returns)

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Order-Fulfillment Problems handle the small number of transactions that have troubles associated with them. The most common problems are the following:
Product is not shipped Product never arrives at customer Product is faulty Product is the wrong size, model, etc. Charges are incorrect

All of these problems require quick action on your organization's part, often it is a difficult situation for the customer, who wants this to be resolved quickly (and without a large paper trail).
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Warranty Support
capture the warranty information. during the actual process,

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MECHANICS OF A SUCCESSFUL CRM WEB INTERFACE

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Audience Considerations
Before starting to create a Web site, your first consideration has to be your target audience. In the current technology environment, your design will be restricted by the speed of the connection a visitor has. The target audience will determine the use of graphics, multimedia, and other large portions of your Web site. Be sure any design you implement is compatible across different 'browser types and different versions of the same browsers.

If your audience is both businesses and home users, you will be forced to implement both a low-speed and high-speed version of your Web site.

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Essential Design Considerations

Audience Considerations Navigation Considerations Customer Considerations

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Navigation Considerations
Carefully consider the impact on your site if a browser fails to load and/or present all intended functionality. Don't place a large percentage of your site functionality into a technology that may not perform consistently in different browsers or different browser versions. e.g. Macromedia Flash, behave consistently across browsers but are not yet standard with all browsers. This delays the download time if your customer has not used the format before. When presenting information on your home page, try to have all site functionality in view when the home page loads, rather than forcing the user to scroll to see information. Use graphics as functional items, not just as window dressing. When using frames on a Web site, make sure that you cannot accomplish the same functionality with a table.

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Customer Considerations
The effect of sound ,Video language interfaces and other special design consideration.

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