Select and Implement a Customer Service Management Solution – Executive Brief

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.

Customer Service Management (CSM) technology is a rapidly maturing and dynamic market, with a landscape full of vendors with cutting-edge solutions and diverse offerings. As a result, finding a solution that is the best fit for your organization can be a complex and time-consuming process.

The Problem?
  • 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.
The Solution:
  • 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.

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