Gartner Research

Key Issues for Customer-Service and Field-Service Strategies, 2007

Published: 15 January 2007

ID: G00144856

Analyst(s): Esteban Kolsky, Jim Davies , Michael Maoz


Gartner has updated its customer-centric strategies in the areas of customer service and field service. Four Key Issues examine the critical need for enterprises to adapt to how customers and partners actually navigate the service experience, regardless of the communications methods they use.

Table Of Contents
  • How will emerging customer and social trends, combined with the need to support business objectives, effect changes in customer service business models and processes through 2012?
  • How will customer-service and field-service solutions evolve, and which emerging technologies will have the most impact through 2012?
  • Which software vendors and service providers, including business process outsourcers and systems integrators, will have the greatest impact on supporting customer-service and field-service strategies?
  • How will organizations handle the change management required to transform customer service into a business differentiator through 2012?

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