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

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