Rethinking CRM Customer Service Fundamentals for a New Age

Harvard Business Review reported 84% of consumers say that their expectations had not been exceeded in their last customer service interaction.

Customer service is no longer the responsibility of a single department inside an organization. Companies must collaborate across the business to design products, services and technologies that deliver the stellar customer experience their customers expect.

Access the newsletter to read the Gartner Research Note, Rethinking CRM Customer Fundamentals for a New Age.

You’ll gain insights including:

  • Ideas and recommendations to consider when developing an integrated customer experience.
  • Three guiding principles for CRM and customer service
  • The role of the IT leader in developing a successful customer service experience
  • 5 ways to build trust through superior customer engagement