Gartner Research Report

Predicts 2021: CRM Customer Service and Support

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As companies move beyond the economic aftermath of the pandemic, leaders must rethink customer service strategies to retain consumers and build new connections.

In its latest report, we believe, Gartner recommends creating unified roles that break down departmental silos to exceed customer expectations. According to Gartner, “The required “digital-first” strategy will enable organisations to undertake asynchronous and persistent human-to-human and/or bot-to-human interactions.”

Download the full Gartner report to get key recommendations and advice on:

Designing a proactive customer service process with a focus on customer needs
Providing a seamless customer experience through uniﬁed roles across sales, marketing and service
Crafting a “digital-first” strategy to reduce costs, increase customer loyalty and improve customer experience