Posts Tagged "Forrester"

Forrester 2018 customer service trends 797

Forrester’s customer service trends for 2018

Customer relationship management (CRM) tools are some of the biggest buzzwords in recent years. By 2021, Gartner predicts that CRM will be the single largest revenue area of spending in enterprise software. And with good reason. If you plan your business to last, you had better make a viable, long-term…

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Forrester's 2017 customer service trends 797

Forrester’s 2017 customer service trends

Every year, Forrester publishes their customer service trends report, and 2017 is not an exception. To see what we can expect in this field, we are here reporting on the six most important predictions of Forrester’s analyst Kate Leggett who believes that operations will become smarter and more strategic. Let’s…

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Forresters Predictions Top Customer Service Trends in 2016

Forrester’s Predictions: Top Customer Service Trends in 2016

Customer satisfaction and loyalty represent the basis for a positive customer experience, which further influences the rise in profit. Monitoring customer behavior and doing everything possible to make their satisfaction higher should be a mission of every company focused on the end user.

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