Sep 25, 2000
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How did virtual concierge VIPdesk create a Web site that their big business clients such as Mastercard and Citibank love to use? Mary Naylor, VIPDesk's Founder and CEO told us, "when you're selling business-to-business online, you should put together a client advisory board. Ask them what's important to you? What information do you need to make decisions? Even through your inside team -- business development, marketing and site design -- has great site improvement ideas, you still need to get feedback from clients before making changes." Naylor's team runs proposed site upgrades by clients by sending them a canned demo on a CD-ROM or via email and then scheduling a meeting (often on-site) to go through the proposed changes one-on-one. Even though these meetings take a full two-three hours each, Naylor says, "Clients very much want to give input and are happy to provide it. Revising a Web site should be a two-way partnership where you're both solving problems in a mutually beneficial fashion."