Gartner Research

Eight High-Value CRM Projects for Great Customer Service Right Now

Published: 19 July 2016

ID: G00313574

Analyst(s): Michael Maoz , Olive Huang , Jenny Sussin , Avivah Litan , Drew Kraus , Jim Davies , Brian Manusama


IT application leaders working on better customer engagement right now, while still planning for the long term, will benefit from our shortlist of the eight most critical CRM projects for ensuring consistent customer experiences during the next 12 months.

Table Of Contents


  • 1. Plan for a Multivendor Customer Engagement Hub
  • 2. Determine Your Anchor Vendors for an Omnichannel Customer Support Communication Strategy
  • 3. Transform Self-Service With Artificial Intelligence
  • 4. Lobby for Voice-Driven Interfaces for Mobile
  • 5. Use Voice Biometrics and Phone Printing to Improve Customer Security
  • 6. Develop an Integrated Strategy for Workforce Engagement Management
  • 7. Make Peer-to-Peer Communities the Hub of Your Customer Service Strategy
  • 8. Make Social Media Engagement Part of Your Multichannel Customer Service Experience

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