1. Self-service online is a major development in CRM systems allowing companies to reduce costs dramatically whilst, in some cases, improving their service quality. Identify the impact of self-service online upon customer experience focusing on potential negative impacts.
2. Governments struggle to manage their millions of citizen contacts and increasingly consider service automation solutions to cope. Identify three potential benefits and three potential public policy issues involved with the introduction of service automation in the provision of social services to citizens.
3. Go online and explore the case management (incident management) solutions offered by two vendors. Compare and contrast their offerings.