ID Number: G00168870



Dataquest Insight: Helping CRM Service Providers Improve the Client Experience
1 July 2009
 
Matthew Goldman  

Gartner provides a model that illustrates how CRM service providers' capabilities and performance drive client satisfaction, increase the likelihood of repeat business and improve client referrals. The provider's project team and the quality of service matter most.




Price: US$1,295.00

Pages: 8






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Table of Contents


    
 Analysis

    
 What Drives the Client Experience?
    
 Use (Un)Conventional Wisdom

    
 Background and Context

    
 Methodology
    
 Factors and Contributory Variables
    
 The Model

    
 The Impact

    
 Conclusion

    
 Recommended Reading


List of Tables


Table 1.  
 Factors That Influence CRM Provider Client Experience
 

Table 2.  
 Proportionate Impact of Factors That Influence ESP Client Experience
 

List of Figures


Figure 1. 
 Influence of Factors on the Client Experience
 



Document History:
 
Dataquest Insight: Helping CRM Service Providers Improve the Client Experience
1 July 2009
  
Dataquest Insight: Best Practices for Service Providers to Retain CRM Clients, 2008
17 November 2008
  




Browse Topics:
 
Customer Relationship Management
Applications Outsourcing
Customer Experience Management




This document is published in the following Dataquest Market Insights:
 
Consulting & Solution Implementation Services Worldwide




© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




Resource Id: 1054712