Gartner Research

Shifting Market Insights to Support Self-Service (Microsoft)

Published: 10 May 2015

ID: G00341179

Analyst(s): Market Insights and Analytics Research Team

Summary

Redeploying staff from providing full-service to facilitated self-service is hard because existing staff are biased in favor of the familiar and organizational legacy overvalues consultative, full-service work. To create a climate that supports the new emphasis on facilitated self-service, Microsoft Mobile Devices launches a change management process as it shifts to the new model.

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