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Gartner: What CIOs should know about cloud‑based customer service
By Michael Maoz Research, vice-president and distinguished analyst at Gartner
IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions.
However all customer service and support (CSS) organisations should consider SaaS delivery alternatives as part of the customer service infrastructure, from telephony and social infrastructure to knowledge and content tools.
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This report is based on independent technology advisory research from Gartner, Inc, which delivers the technology-related insight necessary for IT leaders to make the right decisions every day. This exclusive article was written by Gartner analysts for Computer Weekly readers on a non-commercial basis.