Gartner Research

Boost IT-Business Engagement by Transforming IT Support With Consumer Marketing Techniques

Published: 01 November 2013

ID: G00255203

Analyst(s): Matthew Cain, Jarod Greene, John Rivard, Terrence Cosgrove


Driving IT-employee engagement from the bottom up is a challenge for many organizations. By applying consumer marketing best practices to user support programs, IT organizations can significantly boost IT-business engagement levels and IT customer satisfaction.

Table Of Contents
  • Key Challenges



  • Use the Engagement Initiative to Better Meet the Needs of Business Consumers
  • Identify Projects That Can Lead to Better IT-User Engagement, and Apply Strategies Used to Promote Customer Engagement
  • Re-evaluate Traditional Tier 1, 2 and 3 Technical Support Structures

Case Study

  • Results

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