On the Web: An E-Commerce Holiday Checklist, Part 2

Make sure your customer service reps (CSRs) are collecting email addresses (to the tune of 85 percent at a minimum) and mobile phone numbers. Yes, you really should try to obtain mobile phone numbers, even if you don't know what to do with them right now. It's also a great time to train your CSRs on upsell items that your web customers are most likely to buy.