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Wall Street Journal WSJ article on banks overhaul of do it yourself services. Video & pictures.

CFM or Customer Flow Management systems are found in more verticals/markets than any other application. Here is a technical document from Q-Matic trying to delineate a working framework of the market.

The document is written for readers with little or no prior experience of this subject. It begins with the definition of Customer Flow Management and then describes the methodology behind it to establish a common framework. It then explores some of the core elements of Customer Flow Management in more detail, e.g. the Customer Flow Management process and the main queuing principles. Finally, two case examples are used to illustrate some "real" effects of Customer Flow Management.

The publication of this white paper has a twofold objective

1) To establish a common framework in the industry
2) To increase awareness among businesses that could use Customer Flow Management to gain a competitive advantage