New: CSM Reference Architecture

[Abhi Rele1]

We're publishing a new white paper in response to inquiries from customers on best practices to digitize and automate customer service workflows and deliver a seamless user experience. Take look and let us know what you think!

CSM Reference Architecture

Best practices to digitize and automate customer service workflows and deliver a seamless user experience.

Global technology providers are currently in the process of digitizing and automating their end-to-end workflows to more effectively and efficiently serve their external customers and partners. The digital transformation spans both business support systems that enable prospective customers to procure products and operational support systems where existing customers can request services and get help. The breadth and complexity of the transformation requires integrations with multiple solutions involved in delivering the end-to-end digital flow, such as sales management, customer service management, ERP, and more.

Implementing a digital transformation that digitizes and automates end-to-end flows poses a dilemma:

How do you deliver a seamless customer experience that spans multiple best of breed solutions needed to meet the breadth of critical business needs?

This document describes a reference architecture that global technology providers can implement to enable their digital transformation while providing a seamless customer experience. It leverages our experience in working with leading companies and is intended to help teams adopt best practices while digitizing and automating end-to-end workflows that encompass sales, service, and order management.

[Community Alums]

Hey,

What is best for internal business processes, ITSM or CSM? I am trying to find documentation that speaks to that.