CRM Buyer Talkback

Re: Is Self-Service Really Reaping ROI?
Posted by: Lesley Hensell 2003-08-29 11:04:43

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More and more businesses are jumping on the self-service bandwagon. The hardest thing for businesses tempted by this seeming golden opportunity is to remember that self-service is not a cure-all. As they consider investing thousands or even millions of dollars, companies must answer a key question: Can self-service systems produce quantifiable, positive ROI, or are they simply one more expensive toy to enhance the customer experience?

Re: Is Self-Service Really Reaping ROI?
Posted by: Narayana.D 2003-12-01 21:28:16 In reply to: Lesley Hensell

I would like to commend Lesley on stressing on the pain points of Self-Service where the continuity in the service is broken. More or less I belive that much is laid to rest depending on the solution offering for the target vertical or horizontal segment. The point would be, on how to get a 100% Self Service Solution with the present vendors in the Existing Market Scenerio? Its again a matter of Trial and error until unless strong norms are pitched into Self Service Solutions :)

Re: Is Self-Service Really Reaping ROI?
Posted by: Abell 2003-09-03 11:49:08 In reply to: Lesley Hensell

This is a Great Piece...It really states the obvious. The self-service marketplace is destined to grow and the applications "eCRM" have to meet high consumer expectations!

Re: Is Self-Service Really Reaping ROI?
Posted by: poster 2003-09-03 10:25:22 In reply to: Lesley Hensell

Excellent piece Lesley. As you point out, the stakes are indeed high: "Lousy applications can generate more than ill-will. In some cases, they can send customers packing to competitors."