... Expanding CRM and customer engagement capabilities, demand for AI and the need to do more with less will challenge application technical professionals in 2025. They should focus on lowering technical debt, implementing low-risk AI capabilities and improving their technical architecture. Overview CRM ...
Analyst(s): Aditya Sawant | Darin Stewart | Ventse Derzhitski | Simon Whight
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... longer-term ambition was to learn about current and future customers through their data and to sell them whatever they needed. When asked about customer loyalty in a 1997 Wired Magazine interview, Bezos replied: “We have to totally obsess over our customers and figure out what they want, what’s important to ...
... Onboarding for B2B subscription solutions sets the tone for the customer’s owning journey and should not be viewed as a one-time event. Instead, revenue and retention leaders should design onboarding to be the starting point for continuous customer learning to achieve proficiency and attain value. Overview ...
Analyst(s): Jennifer MacIntosh | Maria Marino | John Quaglietta
... Generational technology innovation along with a rapidly evolving marketplace compel customer service and support technology leaders to be agents of change. This initiative guides the modernization of the customer service and support stack while incorporating the most impactful new technologies. Scope ...
... The advent of generative AI and other LLM innovations has led to exciting developments in customer service technology. Customer service and support technology leaders can use this report to gain insights into current “art of the possible” use cases from emerging, lesser-known vendors. Overview Strategic ...
Analyst(s): Steve Blood | David Norrie | Jim Robinson | Wynn White
... A comprehensive O2C process assessment is not necessary to identify the process issues resulting in customer nonpayment. Learn how BestFlower’s shared services leader uses customer behavior insights to accelerate the identification of internal process issues driving nonpayment. Overview Solution Highlights ...
... Application leaders supporting customer service management must challenge traditional approaches and select the right use cases and tools to deliver the best service. This initiative guides organizations’ strategic thinking and helps them select and operate the right customer service technologies. Scope ...
... Customer service and support technology leaders must challenge traditional approaches and select the right use cases and tools to deliver the best service. This initiative guides organizations’ strategic thinking and helps them select and operate the right customer service technologies. Scope Analysis ...
... Research Already a Gartner client? Customer success is a foundational component of subscription-based business models and critical to accomplishing retention and growth business goals. Revenue and retention leaders can use this maturity model to assess their customer success capabilities and identify ...
Analyst(s): John Quaglietta | Maria Marino | Jennifer MacIntosh | Michael Maziarka