Whitepaper

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

Published February 12, 2021
Last updated February 12, 2021

When you think about the future of customer service and how it affects your organization, consider where exactly your support team fits into your business. With an effectively integrated CX department, the DNA of your business can pivot away from exclusively managing customer concerns and more towards benefiting the bottom line.

Plus, as your approach to customer service matures, the complexity of your customers’ issues increases. With cross-department collaboration, you can keep information flowing effortlessly—enabling your agents to not only keep up, but to get ahead of issues before they have a chance to arise.

In a recent report from Gartner, Predicts 2021: CRM Customer Service and Support, you’ll learn more about:

  • Why “huddles” between department leaders can be a game changer
  • What makes proactive CX so crucial for your company’s bottom line
  • How messaging is reshaping the customer experience

Gartner, Predicts 2021: CRM Customer Service and Support, Brian Manusama, Nadine LeBlanc, Philip Jenkins, Pri Rathnayake, Jim Davies, Jim Robinson, 1 December 2020