Customer Service and Support Cost Saving: Tiered Customer Service Levels Communication Plan

Archived Published: 03 March 2009 ID: G00165147


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Communicating changes in customer service levels requires careful planning for customers to understand and accept the changes without unduly reducing customer satisfaction levels. This guide helps firms best plan for and communicate these changes to optimize the value of the customer relationship.

Table of Contents

  • What You Need to Know
  • Analysis
    • Establish the Team
    • Design the Initial Communication Plan
    • Delegate Responsibility to the Customer Onboarding Team
    • Establish Ongoing Monitoring of Customer Service Use
    • Tactical Guidelines
© 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 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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