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For Business Process Professionals

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March 5, 2008

Unified Customer Service

Exploring ROI and Drivers of Investment

by Zachary McGeary

with David Daniels

This is an excerpt

Executive Summary

Unified customer service is still rare, and little return on investment (ROI) proof exists to support wholesale or rip-and-replace integration. However, opportunities exist to incorporate key business processes and address customer-interaction voids without wholesale integration.

TABLE OF CONTENTS

itemExecutive Summary

itemUnified Customer Service Remains Elusive for Most Organizations

itemComplexity and Lack of Executive Vision Will Slow Adoption, While Measurement Imperative Will Pique Interest

itemFocus on Experience Basics and Alternatives to Wholesale Integration

itemCase Studies

itemReport Methodology

This is an excerpt

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ALSO OF INTEREST

RESEARCH CATEGORIES

Technology

Packaged Applications, Customer Relationship Management

Geography

Asia Pacific, Europe, North America