In the customer service industry, it’s often said that customer support is everyone’s job. Of course, not everyone in a company interacts directly with customers, but everyone can think in a customer-centric way as they perform their specific role.
For IT leaders, there’s opportunity to play an exciting and large role in helping move company-wide customer service initiatives forward, and to help elevate customer service from being viewed as a single department to an organizing principle within your business.
According to a March 2016 report by Gartner analyst Michael Maoz, CRM customer engagement technologies should be a priority investment for IT leaders during the next five years. The report examines a number of customer engagement projects, and includes an in-depth look at whether businesses should leverage Facebook for Customer Service.
As technology continues to evolve, we’re seeing new and often improved opportunities to interface with customers. Access a complimentary copy of the Gartner report to learn more, including tips for how you can:
- Analyze competitive business patterns, changes in customer behavior, and evolving CRM technologies.
- Share planned customer engagement project with IT and non-IT employees in your company, including measurable goals.
- Describe and justify customer engagement projects and provide clear examples of changes or improvements that each project will result in.
The full report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.