Customer Reference Management and the Self-Service Imperative

destinationCRM.com: Customer Reference Management and the Self-Service Imperative

Since the mid-1990s the trend toward self-service has accelerated at a dizzying pace. In some cases it’s been merely a cost savings measure with more attention being paid to the self (read: not our people) than service. That began to change in the late ’90s as more self-service moved online. The trend has been to improve service by improving access to real-time data, extending the range of online capabilities, and giving customers 24×7 access points to their bank accounts, health insurance records, and of course retailers. Web self-service has become a way of life, personal and business. Click here to learn more!

A good article with some excellent insights on what some call “self service” and others would call do it yourself. Many compaies have take the self service approach in an attempt to reduce costs, but have forgotten about the service component.

16 November, 2005 |

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