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Software Trends in the Service and Support of Customers

What does the future hold for CRM, and for the Forgotten Space of CS&S (Customer Service and Support)? Will the customer be better served? Will the customer-facing agent be better empowered? Let’s look at some of the forces at work.

CRM is on the rise in enterprise budgets, but for the most part only as it changes; enterprises are demanding and creating their own modified applications for their existing installs, and vendors themselves are changing.

”’Service-oriented architecture is becoming a big deal to the vendors,’ Nelson said. ‘The problem is, they’re devoting so much time to architectures, they’re not developing new CRM functionality.'” – Gartner: Enterprise CRM returns . . . .

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Permalink: Tuesday, January 30, 2007 11:05 AM
Posted by editor | 0 Comments
Filed under CRM, Customer Service and Support, CS&S, Customer Relationship Management, Web 2.0, ecommerce, Help Desk, AJAX