The term Customer Self services (CSS), on German customer self-service (CCB), designates services, which by customers and prospective customers can be used over interactive media independently and time-independently.

They increase the transparency as well as efficiency of the business relation, by integrating the customer into the production of the process, and belong to the kollaborativen CRM. Applications leave, differ into (1) as well as simple information systems, anonymous to use leave themselves (2) complex interaction and transaction systems, which exhibit usually einenpersonalisierten range. CSS are made available by applications of software and represent a people machine interface.

Demarcation of similar terms

The abbreviation of Customer Self services too "CSS "is problematic. It leads to frequent misinterpretations and usually with "Cascading Style Sheets "is confounded.

Potential

In the Kundenservice as for example with financial services, telecommunications offerers, insurance, health insurance companies and power suppliers a trend can be observed for self-service. The personal support (Full service) is supplemented by Self of service offers and partly replaced. The Self service is accepted by the customers, there he is satisfied existing needs after constant availability, saving of time, anonymity, simple handling and independence.

The customers take over an increasing portion of the achievement production, it update for example its contact contacts and administer its invoice date. By the integration of the customer into the business process (Customer integration) the role of the passive customer changes itself to the active partner.

Goals

The primary goals of the introduction on-line customer services see some enterprises in the profitability increase as well as the reduction of costs. Comparable CRM projects counted themselves after on the average two to four years (Return on Investment). Savings result in particular within the range of the working on costs and the data integrations.

Further goals are the quantitative (constant attainable and availability) as well as qualitative improvement of the Kundenservices. By the discharge of tasks of routine the customer responsible persons receive more time for personal advisory activities.

Success factors

Not all customer groups are directly strongly interested in the use of Customer Self services. In the analysis phase the suitable groups should be looked for and described.

In order to convince the customers from CSS to, concrete increases in value should be considered offered as well as needs. The usefulness as well as increases in value should be convincingly represented and occupied.

Literature

• Farmer, Katja: '' Development and introduction of Customer Self services

for Businesskunden by the example of the power supplier EnBW AG '', thesis (diploma) in the course of studies electronics Business (IEB) at the university of the arts Berlin, 8 July 2005.

Articles in category "Customer Self services"

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