Gartner Research

How Customer Service Drives Loyalty Through Customer Engagements

Published: 16 October 2013

ID: G00256977

Analyst(s): Michael Maoz

Summary

IT managers can work with marketing and customer experience leaders to improve customer service. It is emerging as the best opportunity to keep customers engaged with the business, products and services. However, CRM process flaws and inadequate technologies could derail customer loyalty strategies.

Table Of Contents

Analysis

  • Active Engagement in Customer Service
    • People
    • Process
    • Technology
    • How to Measure
  • Emotional Engagement in Customer Service
    • People
    • Process
    • Technology
    • How to Measure
  • Rational Engagement in Customer Service Through Greater Customer Participation
    • People
    • Process
    • Technology
    • How to Measure
  • Ethical Engagement in Customer Service
    • People
    • Process
    • Technology
    • How to Measure

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