There's a great web cast on CRM Guru.com hosted by Wendy Close of Salesforce.com on improving the customer self-service experience.

The 5 steps outlined in this web cast are decidedly different, more substantial, and more relevant than another 5 step list I previously blogged on. The web cast includes some great supporting data and statistics on where the call-center industry is heading and the impact of web self-service.

This Yankee Group study shows the general trend of how customers are increasingly looking towards companies web sites for interaction or information.


This slide provides a great visualization of how customer relationships are matured using multiple channels. For example, using email and personalized web site landing pages to help progress opportunities towards actual phone or in person dialogues.