Gartner Research

China Summary Translation: Nine CRM Projects to Do Right Now for Customer Service

Published: 13 August 2015

ID: G00290520

Analyst(s): Michael Maoz, Olive Huang

Summary

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

主要观点

建议

Nine CRM Projects to Do Right Now for Customer Service

  • Key Findings
  • Recommendations

Analysis

  • 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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