Gartner：2025企业客户服务战略规划必备工具包（英文版）（21页）.pdf

1、Gartner for Customer Service&SupportYour Must-HaveToolkit for CustomerService Strategic Planning2Gartner for Customer Service&Support Follow Us on LinkedIn Become a Client5 activities that are key to impactful strategic planning46%of customer service and support leaders say their organizational stru

2、cture prevents them from achieving their most critical goals.1Verify the business context.Confirm the enterprise mission and goals and make sure your service and support employees know how they apply to their everyday work.Align your customer service goals for impact.2Assess your customer service or

3、gs capabilities to deliver on your goals and create a plan to fill the capability gaps that will slow your impact.3Strategically manage customer service budgets to prioritize cost,budget and investment decisions to favor initiatives that will drive impact and demote those that wont.4Decide how to me

4、asure your progress.Select measures and metrics that will demonstrate the progress youre making against the commitments youve made.5Document your strategy ideally on just one page to simply and clearly state where the customer service organization is,where it is going and how it will get to the futu

5、re state.Source:GartnerStrategic planning can be an arduous process,but certain activities will differentiate your plan as one that really drives impact.These five steps are especially important.And think now about the tools you will use at each stage to capture and share key data and information wi

6、th stakeholders:3Your Must-Have Toolkit for Customer Service Strategic PlanningGartner for Customer Service&Support Follow Us on LinkedIn Become a ClientTools and frameworks youll needVerify the business context12345Assess your functions capabilitiesStrategically manage functional budgetsMeasure you