Gartner Research

The Top Three Impacts of Cloud Computing for CRM Customer Service and Support

Published: 21 November 2013

ID: G00258143

Analyst(s): Michael Maoz

Summary

Global CIOs deciding on complex CRM customer engagement center overhauls based on cloud software must exercise caution in the face of vendor hype and line-of-business pressure.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The maturity of cloud computing applications for complex customer service falls short for those with complex requirements, forcing IT leaders and chief customer officers to pick and choose partial solutions
  • Despite the hype, cloud computing does not offer pay-as-you-go spending models for customer service applications, which impacts the ability of VPs of operations and CIOs to use cost as a main driver
  • Cloud computing has greatly accelerated interest in modernizing customer service functions, but IT and operations leaders must scrutinize software providers' capabilities for their industry, for their support model, and in the context of their region/geography

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