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Alliances and partnerships that enrich the customer service experience of any online self-service application are exceptionally effective across other industries as well.
Conclusion
The introduction and support of an online self-service application is a multifaceted and highly coordinated strategy that requires system and process integration to be successful. In addition the support for roles-based access and preferences definitions is also critically important as consumers are increasingly expecting this from their online applications and will often reject and not use those that assume a one-size-fits-all mentality in their design. Finally gaining user input and designing with consideration of their needs is crucial for change management to occur. As online self-service is part of a CRM strategy in many organizations (Regan & O'Connor, 2002) the marketing of the application in addition to its inherent value must both be actively communication clearly.
References
Sven C. Berger. (2009). Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption. The International Journal of Bank Marketing, 27(7), 488-505.
Campbell, D., &...
(2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Management Science, 56(1), 4-24.
Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.
Chor-Beng Anthony Liew. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131-146.
M Meltzer. (2001). A customer relationship management approach: Integrating the call centre with customer information. Journal of Database Marketing, 8(3), 232-243.
Mengi, P. (2009). Customer Satisfaction with Service Quality: An Empirical Study of Public and Private Sector Banks. Institute of Chartered Financial Analysts of India (Hyderabad). The ICFAI Journal of Management Research, 8(9), 7-17.
Regan, E, & O'Connor, Bridget. (2002). End-user information systems: implementing individual and work group technologies,. Upper Saddle River, NJ: Prentice Hall.
Reychav, I., & Weisberg, J.. (2009). Going beyond technology: Knowledge sharing as…
References
Sven C. Berger. (2009). Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption. The International Journal of Bank Marketing, 27(7), 488-505.
Campbell, D., & Frei, F. (2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Management Science, 56(1), 4-24.
Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.
Chor-Beng Anthony Liew. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131-146.
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