Gartner Research

CRM Customer Service Moving to the Cloud: The Steps to Take and the Benefits You Can Expect

Published: 18 August 2016

ID: G00300688

Analyst(s): Michael Maoz


The cloud capabilities of customer service and support software are well-suited for business-to-business usage, but critical shortcomings remain in the way of more complex environments. This document aids IT leaders and CIOs in understanding the benefits and risks of deploying such software.

Table Of Contents


  • Market Analysis
    • Key Issues to Address
  • Key Steps to Take
    • Step 1: The Strategic Step to Take Is to Make an Inventory of the Current Set of Customer Service and Support Applications
    • Step 2: Select the Right Type of SaaS Delivery Model
    • Step 3: Evaluate the Application Vendor's Support for Complex Environments
    • Step 4: Embrace a Hybrid Mix of Best-of-Breed SaaS and On-Premises Software for Customer Service If You Are in a Complex Environment
  • Expected Business Outcomes

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