... Access Research Already a Gartner client? Meeting the ambitious customer acquisition and retention targets of growth-stage companies demands maturation of marketing, sales, and customer success strategies and execution. This initiative describes how tech CEOs can balance investments in processes and ...
Analyst(s): Erin Gordon
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... CSAT is the most common customer service metric, but teams often deploy it in the wrong way, leading to incomplete insights and poor decision making. Customer service and support leaders can use this research to understand how to measure and interpret CSAT to improve service interactions and CX. Overview ...
... Machine customers’ actions are not always beneficial to all parties. Machines are making trade-offs, and some could cause harm to the business. Applications and software engineering leaders supporting CX must use this research to help detect and mitigate risk when machine customers go rogue. Overview ...
Analyst(s): Alfonso Velosa | Magnus Revang | Don Scheibenreif | Avivah Litan
... Customer service and support technology leaders exploring tools in the complex CRM customer engagement center market face many options. To help leaders navigate significant technology investment decisions in a dynamic market, this report evaluates 12 vendors’ products, capabilities and use cases. Overview ...
Analyst(s): Wynn White | Pri Rathnayake | Drew Kraus
... Customer service and support applications are at the point of becoming customer data engagement hubs, as COVID-19 has accelerated their expansion into a broader range of roles and use cases. Application leaders should use this report to help shortlist vendors for further evaluation. Overview What You ...
Analyst(s): Nadine LeBlanc | Jim Davies | Varun Agarwal
... Branded customer communities aid clients in adopting solutions and services, accessing support, and networking with peers via a digital experience. Revenue and retention leaders should use this research to identify B2B customer community platforms that can address their requirements and use cases. Overview ...
Analyst(s): Maria Marino | Chad Storlie | Ray Pun | John Quaglietta | Jennifer MacIntosh
... implementation. Application leaders supporting customer service should consider it a hidden gem for enabling differentiation and bridging the gap between human- and AI-driven interaction. Key Challenges Introduction Analysis Identify Where Co-browsing Could Fit Into Your Customer Service Strategy by Evaluating Four ...
... Identify Your Most Valuable Customers With Value Segmentation Meet rising customer expectations while delivering revenue and profitability to the business. Analyst: Laurel Erickson Understanding, anticipating and satisfying customer needs is a strategic imperative. While a customer focus generally has strong ...
... are operating at the low ends of customer experience management maturity, according to Gartner’s CX IT Score. This research provides CRM applications leaders actions to mature their CX strategies by applying a total experience approach to specific and complex customer challenges. Overview Strategic Planning ...
Analyst(s): Ilona Hansen | Jason Wong | Michael Chiu