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Use Gartner's Pace-Layered Application Strategy to Structure Customer Service Applications Based on Business Value
8 June 2011
 
Michael Maoz  

Gartner's Pace-Layered Application Strategy helps customer service companies create effective, flexible, innovative cross-channel strategies. Use the model to organize your applications and to develop a long-term, dynamic plan to leverage IT investments and incorporate CRM social media and mobility trends.





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Table of Contents

Contents
  • Analysis
    • Introduction: The Scope of CSS
    • What Is Pace Layering?
    • What Is Connective Tissue?
    • CSS Applications
      • Case Management and Problem Resolution
      • Collaborative Answers and Case Resolution
      • Workforce Optimization
      • Voice of the Customer
      • Web Customer Service
      • CIH
      • Customer Service Analytics
    • Identify the Applications That Belong in Pace Layer Levels
      • Questions to Identify Systems of Innovation
      • Questions to Identify Systems of Differentiation
      • Questions to Identify Systems of Record
    • Applying Pace Layering to CSS
    • Recommendations for CSS Pace Layers
      • Guidance for Systems of Innovation
      • Guidance for Systems of Differentiation
      • Guidance for Systems of Record
    • Applications Frequently Migrate Among Layers
    • New Applications Should Be Classified at Point of Conception
    • Conclusion
  • Recommended Reading
Figures
Figure 1.
Top CRM Processes for CSS
Figure 2.
Application Pace Layers
Figure 3.
Example of Pace Layers for Customer Service at a Retail Consumer
Figure 4.
Example of Pace Layers for Customer Service at a Retail Consumer in Five Years
Figure 5.
Recommendations for Layers: Customer Service and Support




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Resource Id: 1718814