Customers running things themselves
An ever increasing range of items can be purchased on the Internet. We now expect even local businesses, and not just large providers such as Amazon and eBay, to provide a customer website or mobile app to make orders and payments on.
Some benefits of having customers managing their own affairs on the Web or with a mobile app are:
They can log on to the website or the app and do business with you at any time, from any place
A well-presented website acts as a store front for your business and is able to bring in new customers without any user interaction, at any time
Sales resources can be diverted to finding new sales or other areas of the business as less time is spent managing existing customers
A customer website or mobile app will not remove the need for human interaction with customers. There will still be sales, support, and marketing teams managing customer relationships with their CRM application. Orders and payments that are taken on the Web will still...