Gartner Research

Nine CRM Projects to Do Right Now for Customer Service

Published: 08 December 2014

ID: G00271453

Analyst(s): Michael Maoz , Sorell Slaymaker, Brian Manusama , Jenny Sussin , Olive Huang , Ed Thompson , Gareth Herschel , Jim Davies


IT application leaders working on better customer engagement will benefit from our shortlist of the most critical CRM projects for ensuring consistent customer experiences in 2015.

Table Of Contents


  • 1. Improve the Customer Service Capabilities of Mobile Applications
  • 2. Consider Video Chat to Get Closer to the Customer
  • 3. Rekindle a Focus on Motivated Customer Service Employees
  • 4. Develop Internet of Things Use Cases to Enable Innovative Customer Service
  • 5. Improve Customer Support Capabilities Through Better Knowledge Management
  • 6. Most Customer Experience Projects Should Measure the Health of Responsiveness and Timeliness Metrics
  • 7. Balance Corporate Performance With Customer Satisfaction
  • 8. Invest in Peer-to-Peer Communities to Drive Support Costs Down and Boost Profits
  • 9. Make Social Media Engagement Part of a Multichannel Customer Service Experience

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