Fast-Track to Become a World-Class Customer Service Leader

Tactical advice to create a successful customer service strategy

Deliver a Strong Customer Service Strategy

A strong customer service strategy is vital to the satisfaction and loyalty of a company’s customer base. As customer expectations change, driven by digitalization and the emergence of new resolution channels, service leaders must maintain a high-quality customer experience while also managing down the cost of service operations.

Download our latest customer service digest to know more.

Service and Support Planning and Operations

Customer Service Strategy Insights

Customer loyalty and satisfaction depend on the decisions service leaders make. That’s why we provide you with the indispensable insights, advice and tools needed to create a succesful customer service strategy.  Our research, advice and customer service best practices equip you to reduce customer efforts, optimize service channel strategy, and hire, retain and develop high-potential frontline staff.

Build a Successful Customer Service Strategic Plan

Does your customer service strategy promote functional initiatives that will drive enterprise productivity, innovation and growth? Download Gartner’s  step-by-step guide for customer service best practices for strategic planning and budgeting essentials.

Benchmark Your Service Technology Approach

Benchmark your service technology roadmap against industry trends and see how other service leaders are thinking about service technology investments with our Service Technology Bullseye.

Top Priorities for Customer Support and Service Leaders

We surveyed customer service leaders to understand their most pressing problems and priorities. Get the insights and customer service best practices from this survey to lead your function to success.

Boost the Service Rep Experience

Despite investments in various systems and tools to improve frontline rep productivity, service leaders have seen little return. Download this Gartner eBook for tips on identifying what's standing in the way of reps' focus on helping customers.

Exclusive Content for Service Leaders

We've heard repeatedly that there isn't enough content specific to customer service leaders. Gartner created the Service and Support Digest to ensure leaders like you have access to the latest customer service best practices, insights and trends.

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Customer Service Strategy Case Studies

Don’t hesitate to work with Gartner. Just do it, interact and engage with them and partner with them. They’re there to help and they’ve got the resources, the expertise, the knowledge and the network to help solve any of your problems.

Kevin Babb

VP, National Cancer Information Center, American Cancer Society

Gartner is a trusted advisor and an objective resource for more than 15,000 enterprises in 100+ countries.

Give yourself a platform to make the choices that will drive your business forward by taking advantage of Gartner’s expert analysis, peer-based best practices and robust metrics and data.