Use Gartner's Pace-Layered Application Strategy to Structure Customer Service Applications Based on Business Value



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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.

Table of 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
© 2011 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 Gartners 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.

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