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Today's struggling economy has posed challenges to businesses and customers alike. Organizations must operate more efficiently while still retaining and attracting customers. Customers have less disposable income and are more apt to shop around when service needs are not met. Forgetting about customer's needs and getting wrapped up in business processes is a dangerous precipice. It all teetered on that edge, and know the risks. Self-service can satisfy the needs of both business and customers, but only when designed and deployed in a manner that is valuable to the customer and valuable to the bottom line.
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