10 Tips For Implementing Customer Self Service

• Learn everything about your customers.
• Conduct focus groups to ensure that they want self-service.
• Define clear business goals.
• Evaluate the technology for its technical and financial merits.
• Does it match your customer base? Will it boost profitability?
• Learn everything about your customers.
• Conduct focus groups to ensure that they want self-service.
• Define clear business goals.
• Evaluate the technology for its technical and financial merits.
• Does it match your customer base? Will it boost profitability?

Intelligent agent
A program that automatically performs a service, such as gathering specific information, or that personalizes information on a Web site based on a user’s registration information and usage analysis.

Enterprise relationship management
The practice of analyzing customer data from sales, marketing, service, finance and manufacturing databases in order to relate efficiently to customers.

Data warehouse
A database that stores large amounts of historical business data.

Data mining
The practice of extracting data from a data warehouse in order to analyze patterns, trends and relationships.

Hot Questions

Question:
Given that CRM software integration is key, what role do you think that business managers and IT should play? In other words, do you think that business managers should lead the efforts strongly relying on IT? I think in some companies, IT is leading these efforts. It seems to me that this is a strategic error.

Reply:
Clearly IT is a critical player and an important voice in CRM software integration. But I strongly believe in the value of having a general manager lead such efforts. Organizations need the cross-functional perspective of the general manager to get the most of their CRM efforts. Consider what happens once CRM software is

Question:
Given that CRM software integration is key, what role do you think that business managers and IT should play? In other words, do you think that business managers should lead the efforts strongly relying on IT? I think in some companies, IT is leading these efforts. It seems to me that this is a strategic error.

Reply:
Clearly IT is a critical player and an important voice in CRM software integration. But I strongly believe in the value of having a general manager lead such efforts. Organizations need the cross-functional perspective of the general manager to get the most of their CRM efforts. Consider what happens once CRM software is