http://www.herring.com/insider/1999/1123/vc-survey.html

From the article:

"...The manner and efficiency with which online merchants handle customers' questions and concerns is integral to their long-term success or eventual failure, electronic-commerce analysts say. Some say Internet merchants are in for a rude awakening this holiday season...

Most online merchants don't preserve customer relationships, Mr. Foster says...While e-commerce businesses spend millions of dollars on advertising during the last two months of the year, analysts say online stores may not be investing enough in their customer-support divisions. New research indicates that instead of improving, online customer service is getting worse."