Vendor Research

This research aims to contextualize the current Customer Relationship Management (CRM) market for vendors and solution providers. It provides survey-based data and analysis to help these groups more effectively market and sell CRM solutions.

Vendor Research

This research aims to contextualize the current Customer Service Management (CSM) market for vendors and solution providers. It provides survey-backed data and analysis to help these groups more effectively market and sell their solutions....

Solution Set

The complexity of product portfolios and customer service inquiries, as well as increasing interaction volumes (due in large part social media), means that customer service can no longer be conducted with simple tools. Many organizations require...

Tool

This tool will assist you in determining the value to your organization of a stand-alone Customer Service Management (CSM) platform.

Template/Policy

Use this customizable template to create a Request for Proposal (RFP) that includes the CSM features that your organization requires.

Tool

Once RFP responses have been received, organizations selecting a CSM platform need a way to compare vendors across similar criteria. Use this RFP scoring tool to objectively evaluate vendor responses.

Template/Policy

Use this demonstration script to provide vendors with a consistent set of instructions, ensuring an objective comparison of product features for a Customer Service Management (CSM) platform.

Note

Customer service is a changing field and new technologies are making it imperative that organizations deploy the correct customer service strategies and tools. Deciding which CSM suite to select is a difficult task. Use this research to...

Tool

Use this tool to generate a customized shortlist of vendors based on the capabilities your organization requires in a Customer Service Management (CSM) platform.