High costs and scarce resources are driving companies to try a self-service approach to CRM help desk and call center operations wherever possible. However, what's often missing is the key element ...

Although e-business may be perceived as a failure by Wall Street and the press, at least one valuable lesson was learned during the dot-com boom and bust: Customers are quite happy to handle their own ...

Self-service CRM has arrived. Technologies such as portals, voice recognition, and next-generation search engines have improved so dramatically that they’ve become an indispensable part of the CRM ...

THE IDEA OF CUSTOMER self-service — allowing patrons to obtain products or services without interacting with a company employee — is not new. The basic concept is to make the products and services of ...