Gartner Research

Planned Research for 2013, CRM Customer Service Strategies, Processes and Technologies

Published: 11 February 2013

ID: G00249731

Analyst(s): Michael Maoz


Customer experience, analytics, video, mobile delivery, cloud and social will be key components of the CRM Customer Service Agenda for 2013.

Table Of Contents


  • Social Customer Care Within the Customer Service Contact Center
  • Peer-to-Peer Communities
  • VoC and EFM
  • Customer Experience Management
  • Customer Self-Service (Web Customer Service)
  • Customer Service Analytics
  • Field Service Management
  • Customer Service BPO
  • Key Planned Research 2013

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