Gartner Research

Key Signs Indicating Whether the CEO Is Committed to Customer Service

Published: 18 February 2015

ID: G00274840

Analyst(s): Michael Maoz

Summary

When the goals of IT leaders and customer service managers do not match those of the CEO with regard to CRM, individual projects may succeed, but grander programs will fail. This research provides IT with insight on finding a balance.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Assess the Consistency of Customer Service Across Customer Engagement Channels
  • Interview and Analyze Customers to Determine Their Overall Satisfaction With the Channels
  • Map All Inconsistencies in Customer Service
  • Present the Findings to the CEO
  • Conclusion: Customer Service Is a Journey, Not a Destination

Case Study

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