Gartner Research

How to Develop a Winning Customer Self-Service Strategy

Published: 30 April 2019

ID: G00326100

Analyst(s): Nadine LeBlanc , Anthony Mullen , Brian Manusama


Customers embracing self-service comes after years of seeing it as a cost reduction exercise, often forced upon them. Application leaders supporting CRM and the customer experience must develop a customer-centric self-service strategy focused on differentiation to gain competitive advantage.

Table Of Contents
  • Key Challenges



  • Step 1. Define Your Self-Service Strategy and Tactics
  • Step 2. Discover and Enrich Customer Journeys
  • Step 3. Select and Prioritize Customer Engagement Channels
  • Step 4. Architect Your Self-Service Strategy Within the CEH
  • Step 5. Measure Self-Service Engagements

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