Gartner Research

Three Top Trends of Customer Service to Account for When Developing Your CRM Strategy in Asia/Pacific

Published: 08 July 2014

ID: G00262314

Analyst(s): Jane Zhang, Michael Maoz, Olive Huang

Summary

The increased importance of and demand for better customer service delivered through digital channels are changing many organizations' CRM strategies in Asia/Pacific. This research offers best practices for customer service leaders and IT leaders supporting customer service on this journey.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Plan to Build "Mobile First" Customer Service Applications, Because Mobile Customer Service Will Become a Standard Feature Across the Asia/Pacific Region
  • Establish a Social Customer Service Strategy That Extends the Social Listening Functionality Beyond the Marketing Department to Include the Social Customer Service Team, Requiring Both Teams to Work Hand in Hand
  • Build the Balance of Self-Service and Assisted Service With the Objective of Improving Customer Experience

Case Study

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.