Gartner Research

CRM Customer Service and Customer Experience Research Roundup, 2013

Published: 13 December 2013

ID: G00259875

Analyst(s): Michael Maoz


During 2013, Gartner published a wide range of research on CRM for customer service and customer experience. To understand the true customer experience, IT leaders need to emphasize the entire customer life cycle — client's expectations, their actual experiences and the post-interaction phase.

Table Of Contents


  • Foundational Research on CSS
  • Customer Engagement Center: The Next Generation of the Contact Center
  • Social for Customer Support Communities
  • VoC and EFM
  • Customer Experience Management
  • Customer Self-Service
  • Customer Service Analytics
  • Field Service Management

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