CRM Mastery e-Journal » Internet Cust. Svs.CRM Best Practice and Industry NewsSelf-Service Is Not The Same As Customer Service- October 17, 2007 Here is an excellent post by John Federman, CEO of eStara, that offers some very good &8220;food for thought,&8221; Self-Service Is Not The Same As Customer Service: Earlier this month, Wal-Mart kicked off its Customer Contact Reduction program a quietly-launched initiative initially reported by the New York Times. This plan has the retailer ...http://crmweblog.crmmastery.com/2007/10/self-service-is-not-the-same-as-customer-service/ |