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Help Yourself: Customer Self-Service Is Finally Catching On With Consumers
October 2005 analysis of the benefits and shortfalls for self-service systems used by consumers. The article notes an increase in consumer acceptance of these systems, which may stem from "demographics, with younger customers preferring to do for themselves" and "from a dramatic improvement in the self-service technologies themselves." Includes a discussion of the development of automated customer relationship management (CRM) systems. From a national network of credit union chief financial officers.
http://www.cunacfocouncil.org/news/550.html
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