SaaS CRM vendors get serious about Web self-service features

Quotes

1. “ We always said it would be just one more channel. ”

   By John Ragsdale

2. “ This long tail escapes most companies, which is why customers are driven even further out onto the Internet. ”

   By Kraig Swensrud

3. “ What I think this has highlighted for me is there are a lot of support needs of customers that have gone unmet. ”

   By John Ragsdale

Entities Mentioned

• Microsoft
• Oracle
• Google
• Salesforce.com
• RightNow
• Salesforce

1. Oracle, Salesforce.com and RightNow all took significant steps toward beefing up their customer service capabilities with customer communities and self-service features. (Read Full Article)

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