Technology to support customer service automation provides organizations with the opportunity to optimize their cost savings, improve customer satisfaction, bolster customer experience, and expand omnichannel customer service capabilities.
- CSM technology is not a one-size-fits-all investment; unique evaluations and solution customization is required in order to deploy a solution that fits your organization.
- CSM technology often complements core CRM, but does not replace it: organizations must decide whether their needs extend beyond core CRM, or if a dedicated CSM will be an over-buy.
- Align your business and IT objectives for your desired CSM suite through a rigorous and comprehensive requirements gathering process that includes process mapping, stakeholder interviews, and customer data analysis.
- Don’t cut corners as you evaluate vendors; select a suite, then plan and perform your implementation. Conducting due diligence as you go will ensure that your organization fully reaps the benefits of a dedicated CSM suite.