Gartner CRM Summit

“Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the organisation generated by the quality of customer service that differentiates one company from another,” said Michael Maoz, vice president and distinguished analyst at Gartner. “Translating this general and departmental customer engagement concept into operational components across the organisation is transforming the definition of customer service from an isolated function into an enterprise objective delivered across all points where the customer “touches” the business.”

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Gartner CRM Summit Predicts