The customer support and service function is vital to the satisfaction and loyalty of a company’s customer base. As customer expectations change, driven by digitalization and the emergence of new resolution channels, service leaders must maintain a high-quality customer experience while also managing down the cost of service operations.
Customer loyalty and satisfaction depend on the decisions you make. That’s why we provide you with the indispensable insights, advice and tools needed to achieve your mission-critical priorities, improve the customer experience and manage costs. Our research, advice and best practices equip you to reduce customer efforts, optimize service channel strategy, and hire, retain and develop high-potential frontline staff.
Does your customer service strategic plan promote functional initiatives that will drive enterprise productivity, innovation and growth? Download Gartner’s step-by-step guide for strategic planning and budgeting essentials.
Benchmark your service technology roadmap against industry trends and see how your peers are thinking about service technology investments with our Service Technology Bullseye.
We surveyed customer support and service leaders to understand their most pressing problems and priorities. Get the insights from this survey and lead your function to success in 2020.
Despite investments in various systems and tools to improve frontline rep productivity, service leaders have seen little return. Download this Gartner e-book for tips on identifying what's standing in the way of reps' focus on helping customers.
We've heard repeatedly that there isn't enough content specific to customer support and service. Gartner created the Service and Support Digest to ensure leaders like you have access to the latest insights and trends.
Questions about becoming a Gartner client?
When making the leap to a new position, almost half of executives — customer support and service leaders included — tumble and underperform. Gartner has analyzed thousands of leadership transitions and uncovered various insights you can leverage to establish yourself as an effective enterprise leader during your transition and beyond.
Gartner is a trusted advisor and an objective resource for more than 15,600 organizations in 100+ countries.
Give yourself a platform to make the choices that will drive your business forward by taking advantage of Gartner’s expert analysis, peer-based best practices and robust metrics and data.
