Gartner Research

Top CRM Customer Service Processes and Technologies for Midsize Businesses

Published: 19 October 2015

ID: G00292459

Analyst(s): Michael Maoz

Summary

Midsize businesses are limited in terms of their budget and IT expertise to deliver customer service excellence. With good planning, these seeming disadvantages can be turned into strengths. Executives and IT leaders of MSBs can use this guidance to design the best CRM solutions.

Table Of Contents
  • Key Challenges

Analysis

  • Create a Shortlist of the Four Customer Service Vendors That Most Closely Match Your Requirements, and Then Ask for Their Partners for Communications Infrastructure
  • Determine the Valued Customer Experience That You Want to Create
  • Find Your Differentiated Customer Service and Focus on It in 2016-2017

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