Harvard Business Review - Beyond CRM: Rethinking Customer Service in a Connected Digital Age

Read the new Harvard Business Review report to learn why forward‑thinking business leaders are redefining the fundamentals of customer service and support.

Gain insights into new strategies, processes, and technology that help increase customer loyalty and drive down costs in an increasingly digital and empowered‑customer age.

Topics covered include approaches to:

  1. Anticipating and responding to new customer demands
  2. Eliminating the customer service cost vs. quality trade‑off
  3. Shifting from reactive to proactive customer service
  4. Engaging the entire organization in service delivery
  5. Preempting issues with process‑enabled engagement
  6. Capitalizing on the Internet of Things (IoT)

Blue Background

Start your path to success

All Form Fields Are Required
  • First Name
  • Last Name
  • Business E-mail
  • Company
  • Business Phone
  • Yes
    No
  • Show Strong passwords make everyone happy! Your password must contain:

    At least 8 characters is required

    At least one lower case letter [a-z] is required

    At least one upper case letter [A-Z] is required

    At least one number [0-9] is required

    At least one symbol [!@#$%*^&*()] is required

    Password
  • By submitting this form, I confirm that I have read and agree to the Privacy Statement.
Created with Sketch.

ServiceNow ID

Please fill out the following fields before continuing
I have read and agree to the

ServiceNow Website Terms of Use

and understand that my personal information is processed in accordance with

Privacy Statement..

Yes
No