Social CRM Has Made Your New Customer Service Systems Obsolete

G00223831

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Summary

Even the newest customer service systems fail to keep pace with the demands of the "social customer." Buyer demands for better systems will drive a rapid round of acquisitions in the market for social tools.

Table of Contents

  • What You Need to Know
  • Analysis
    • Obsolete Business Applications for CRM
    • Social Collaboration Trends Guide the Direction of Customer Service-Oriented Application Development
    • Bottom Line
      • General
      • Employee-to-Employee Collaboration
      • Customer-to-Enterprise Interaction
    • Bridging the Gap to Social-Centric Customer Service Contact Centers
  • 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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