Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age

G00226160

Analyst(s): | | | | |

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Summary

Customer service excellence is key to differentiating any business, but the drive to reduce costs still undermines customer trust. New analytical tools, improved linkages among social CRM processes, increased automation and lower-cost cloud solutions hold the greatest promise for improvements.

Table of Contents

  • Analysis
    • What You Need to Know
    • Strategic Planning Assumptions
    • A Look Back
© 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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