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

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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:

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

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