Abstract
Modern service providers use web-based information management systems (IMS’s) to enhance their relationship with customers. This helps them better manage customer-related data and information. Also, the use of search engines, user management features, chat-bots or forums can help customers manage their own data, like consumption or invoices. So, the use of web-based information management systems may be the ideal solution for a win-win relationship between a service provider and a customer. The study of the features embedded in websites may reveal some insights regarding the way they are used and how they will look like in the future.
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