Gartner Research

What CIOs Must Know About Cloud-Based CRM Customer Service Solutions

Published: 02 July 2013

ID: G00235820

Analyst(s): Michael Maoz

Summary

IT leaders and VPs of customer support need to understand the limits of cloud-based CRM customer service and support software solutions. Through 2014, core systems for complex contact center/customer engagement centers will benefit less, due to the immaturity of offerings.

Table Of Contents

Analysis

  • Introduction
  • Enablers and Inhibitors
  • Business Value
  • Current Adoption Level

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