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Trends 2011: Customer Service

Ten Trends Drive Planning For Service And Support Process Transformation

January 25, 2011

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Why Read This Report

Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have, over any channel that they use. But customer service managers continue to struggle with balancing cost-control measures with customer satisfaction initiatives. This report provides insights into the top 10 customer service trends that business process professionals can capitalize on as they set their plans for 2011. Use Forrester's Customer Service Trends Impact Analysis Framework to pinpoint the key steps to make your plans bulletproof.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Best Practice Assessments

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  • Customer Service Trends Impact Analysis Framework

Table of Contents

  • Customer Service Struggles To Balance Cost With Satisfaction
  • Leaders Focus On A Reproducible Service Experience
  • The Voice Of The Customer Drives Improvement
  • Customer Service Adopts Enabling Solutions
  • RECOMMENDATIONS

  • Pragmatic Execution Is The Key To Success
  • WHAT IT MEANS

  • Capitalize On Trends To Leapfrog The Competition
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