The wrong way to define “Client Self-Serve”

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This afternoon I received a call from a business associate who was inquiring about a project which I am leading. The topic of discussion was “Client Self-Serve” and they went on to try to¬†convince me that if a client can self-serve the task via online / mobile, it shouldn’t matter if behind the scene the fulfillment process is completed manually¬†by people. Continue reading