Gartner Research

Rethinking CRM Customer Service Fundamentals for a New Age

Published: 08 March 2016

ID: G00300844

Analyst(s): Michael Maoz


Delivering world-class customer service is possible when IT engages the entire enterprise in the design of products, services and technologies. Our research helps IT and lines of business to establish goals, objectives and projects to provide exceptional service with the customer in mind.

Table Of Contents


  • The Guiding Principles for CRM and Customer Service
    • Principle 1: Customer Service Is a Team Sport
    • Principle 2: Chief Customer Officers Play a Critical Role
    • Principle 3: CEO Involvement and Support Determine Success
  • The Role of the IT Leader in Developing a Successful Customer Service Experience
  • Create a Story for a Differentiated Customer Experience
  • Use a Set of Internal and External Success Metrics/Design Principles
  • Bottom Line

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