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Rethinking CRM: A Maturity Model for Delivering Proactive Customer Service

Companies use CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. While managing the front end of the engagement process is important, delivering proactive customer service requires more than that.

Join Mary Wardley, Vice President of the CRM Applications Program at IDC, and Holly Simmons, Senior Director at ServiceNow, as they discuss the need to shift customer service delivery strategies to go beyond engagement. Discover how to take advantage of the collective wisdom in and around the enterprise, new technologies, and closed loop processes.

Watch this on‑demand webinar to learn about:

  • Assessing the current customer service delivery landscape and gaps
  • “Survivors” vs. “Thrivers” – Factors that differentiate customer service organizations
  • The customer service maturity model: Benchmarking your organization’s competencies
  • The essential capabilities for delivering proactive customer service

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