Gartner Blog Network

Tag: 'customer-service' Blog Posts

from the Gartner Blog Network

Customer Service Leaders Need To Quickly Improve Organization's Digital and Self Service Capabilities to Sail Through Covid-19

by Olive Huang  |  March 24, 2020

For the past two weeks, over a dozen Gartner clients have reached out to me in inquiries, seeking guidance in customer service strategies to sail through Covid-19 crisis. As countries...

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The challenge of COVID-19 requires customer service organizations to build a solid plan on work at home agents

by Olive Huang  |  March 19, 2020

COVID-19 has caught companies off guard. Customer service organizations are having sleepless nights to keep their contact centers open, prioritize issues and provide proactive communications. Everyone is impacted, hospitals, airlines,...

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In the next five years, the biggest challenge that architects of CRM systems face will be how to deliver faster

by Olive Huang  |  November 22, 2019

Here is my joke about conferences: Conferences are like fish. Day one we are all fresh. Day two we become a bit slimy. Day three we start to stink and...

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Things I'd Like to See Go Away - The "We Don't Trust You" Customer Return Approach

by Hank Barnes  |  May 8, 2018

Another in my ongoing list of things I'd like to see go away.  This one is not about marketing or sales, it's about customer service and customer experience. Let me...

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Comments: 1

Letting Your Customers Tell Your Story

by Hank Barnes  |  September 26, 2017

Last year, I shared an example from HPE, where they had turned to their advocates to develop content reflecting best practices in ITSM.   I loved the concept as it...

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My Not So Effortless TV Experience

by Hank Barnes  |  August 8, 2017

This is a long and winding story that is most interesting because of my recent post about Account Management, that also resulted in me reading the book, The Effortless Experience....

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Comments: 1

Use Subscription Models to Keep Customers Coming Back

by Jennifer Polk  |  September 6, 2016

A subscription service isn’t a new concept. This model dates back at least as far as newspaper subscriptions that brought the weekly paper to your doorstep. Recently, a whole new...

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The Customer Experience Expectation Gap

by Jay Wilson  |  May 15, 2016

Last Monday afternoon, as I rode to JFK Airport en route to a conference, I realized that I’d left my travel credit card on my dresser.  My gut instinct was to...

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Comments: 5

Five Proof Points that "Social" is More than Digital Marketing

by Jenny Sussin  |  March 20, 2015

As the "digital" bubble gets bigger and the "social" bubble is staining many a floor in the enterprise world, I find many clients have a hard time understanding the difference...

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Comments: 3

So You're a Leader in Social for CRM? Prove It.

by Jenny Sussin  |  January 23, 2015

Every year, Gartner develops a piece of research called the Top Use Cases and Benefits of Social for CRM. We look at what our clients are doing, and the innovative...

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