Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it’s not all great, and there is some interesting blowback that is causing vendors to reconsider how their offerings work. In sales, self-service has resulted in truncated sales cycles. Customers do their own research and engage a company and its reps later, when they are looking for pricing for their final decisions.
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Self-Service and the 'R' in CRM
Posted by: Denis Pombriant March 25, 2015 05:00 AMSelf-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it’s not all great, and there is some interesting blowback that is causing vendors to reconsider how their offerings work. In sales, self-service has resulted in truncated sales cycles. Customers do their own research and engage a company and its reps later, when they are looking for pricing for their final decisions.