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ServiceNow: Rethinking CRM: A Maturity Model for Delivering Proactive Customer Service
Rethinking CRM:
A Maturity Model for Delivering Proactive Customer Service


For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. While managing the front end of the engagement process is important, delivering proactive customer service requires much more than that.

Join guest speaker Mary Wardley, Vice President of the CRM Applications Program at IDC, and Holly Simmons, Senior Director of Product Marketing at ServiceNow as they discuss the need to shift customer service delivery strategies to go beyond engagement, by taking advantage of the collective wisdom in and around the enterprise, new technologies, and closed loop processes.

Topics covered during the session:
  • Assessing the current customer service delivery landscape and gaps
  • "Survivors" vs. "Thrivers" – Factors that differentiate customer service organizations
  • The customer service maturity model: Benchmarking your organization's competencies
  • The essential capabilities for delivering proactive customer service
  • Interactive discussion and Q&A
REGISTER NOW to view this webinar.

Audio is streamed over the Internet, so turn up your computer speakers!
Mary Wardley
Vice President
Enterprise Applications and CRM Software
Holly Simmons
Sr. Director of Product Marketing for Customer Service Management
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