Gartner Research

Best Practices for Developing a Pace-Layered Application Strategy for CRM Customer Service

Published: 23 March 2015

ID: G00273521

Analyst(s): Michael Maoz


Gartner's pace-layered model helps customer service teams create effective, innovative cross-channel strategies. IT leaders supporting customer service can use the model to develop long-term, dynamic plans to leverage IT investments and create more intelligent customer service processes.

Table Of Contents
  • Key Challenges



  • Leverage Gartner's Pace-Layered Application Strategy to Assess the Current State and Create a Future-State Model for Customer Service and Support Applications
  • Check That the Capabilities for Customer Self-Service Available on Your Website are Appropriate for Mobile Devices and Consistent With the Expected Level of Customer Support
  • Continually Measure the Reaction of Agents and Customers to the Processes and Software Applications in Pilots Before Putting Them At Customers' Disposal
  • Note That Customer Service and Support Applications Frequently Migrate Between Layers

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