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

Summary

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

Introduction

Analysis

  • 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

Gartner Recommended Reading

©2019 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