Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products

How to Evaluate Solutions That Support a Great End-to-End Customer Experience

September 9, 2004

Customers want your help on every channel through which they interact with you. Customers want and need your help at every phase of their lifecycles, through every interaction and iteration within the lifecycle phases of plan, explore, select, buy, use, maintain, and renew. Customer service encompasses all of your customers’ cross-channel, cross-lifecycle activities (not just break/fix or incident management). You need to implement customer service business processes and applications that support your channels and your customers’ activities. In this report, we’ll give you a framework for evaluating the products that help automate those business processes and implement those applications.


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