SAN FRANCISCO, CA, April 9, 2013 – Constellation Research, Inc. the research and advisory firm focused on disruptive technologies today announced the publication of Customer Service Strategy for a Disruptive World a market overview by Constellation Vice President and Principal Analyst, Elizabeth Herrell. This research report describes a new environment in which technologies (social, mobile, data, etc.) change customer behavior and the consequent necessity for organizations to develop customer service support strategies that accommodate these changes in behavior.  The report defines the 7 key elements for building an effective platform for customer service support.

This report reveals

  • Seven key components for an effective customer support framework
  • Notable vendors to consider for each strategic component
  • Nine steps to create an actionable roadmap for cross channel customer support

Customer service is at a critical crossroads due to changes in customers’ choice of channels.  Legacy processes and applications have proven insufficient to deliver a consistent cross channel customer experience. This results in organizations adding a patchwork of software solutions to accommodate this market shift.  However, these add-on applications are not integrated with core customer service applications resulting in unpredictable service quality.  This report provides sound pragmatic steps for a company to build an effective customer service framework as a strategic weapon in customer experience and actionable insight into best practices for doing so.  

This report fits into Constellation’s business-focused research theme, Next generation Customer Experience

A snapshot of this report is available for download. Included in the snapshot:

  • Table of contents
  • Executive summary
  • Purpose and intent
  • Brands and Companies Must Intelligently Address Shift in Customer Interaction Behavior
  • Identify Clear Goals before Launching Your Customer Service Strategy
  • Create a Customer Service Support Framework as the Strategic Foundation
  • The Seven Building Blocks of the Customer Support Framework
  • Recommendations: Create an Actionable Roadmap for Cross-Channel Support
Download the report snapshot



More information about this report can be found here:



Elizabeth Herrell is Vice President and Principal Analyst covering cross channel customer service, customer support applications including CRM, Analytics, Knowledge bases, customer feedback, and unified communications.  Elizabeth current research focuses on customer service applications and solutions



Geo: Sedona, AZ


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