Final answer:
Web-based online self-service applications C) improve customer engagement and convenience, increasing customer satisfaction and dependence on the organization's services.
Step-by-step explanation:
Web-based online self-service applications transform an organization's relationships with its customers by improving customer engagement and convenience. These applications allow customers to access a variety of services and information on their own, without needing to rely on customer support. This increases customer satisfaction and loyalty as customers can easily and quickly find the information they need.
For example, a company may have a web-based self-service portal where customers can track their orders, request returns, or access FAQs. This saves customers time and effort, as they can get answers and access services without the need for phone calls or emails.
Additionally, web-based self-service applications can also increase customer dependence on the organization's services. When customers become accustomed to the ease and convenience of these applications, they are more likely to continue using them and rely less on other alternatives.