Destination CRM: A recent report from the British analyst house Butler Group argued that economic prosperity in the 20th century owed its origin to one overriding development: the introduction of self-service in almost every area of our life. While self-service technology is now widely taken for granted, it has transformed the way business operates.
Both the supplier and the customer stand to gain from a self-service initiative. For the consumer the ability to transact in a way where timing, method, and manner are all under the user's control is very attractive — particularly if it saves the consumer time and effort. For the supplier, it means offloading all the administrative costs of selling to the consumer while giving a better service, thus improving customer retention.
