Gartner Research

Predicts 2021: CRM Customer Service and Support

Published: 01 December 2020

ID: G00736697

Analyst(s): Brian Manusama , Nadine LeBlanc , Philip Jenkins , Pri Rathnayake , Jim Davies , Jim Robinson


Customer service will be revamped to include “huddle groups,” which will initiate more proactive outbound interactions through messaging platforms. As a result, customer service will likely become a profit center. Application leaders must investigate how to realize this future in their organization.

Table Of Contents


Strategic Planning Assumptions


A Look Back

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