Gartner Research

Engaging Mobile Customers Using a Customer Service Analytics Framework

Published: 14 April 2014

ID: G00263395

Analyst(s): Michael Maoz

Summary

Applying analytics to key CRM customer service processes can have a dramatic impact on service costs, loyalty, and the success of mobile and social media strategies. A framework is necessary to understand how analytics helps directors of customer service.

Table Of Contents

Analysis

  • Key Analytics Tools for the Director of Customer Support
  • Who Benefits From Analytics in Customer Service and Support?
  • The Responsibility of the Director of Customer Service Will Expand to Include Cooperation With Marketing
  • Reach Out to Others in the Organization
  • The Importance of Analytics to the Customer Experience

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