Beyond CRM: Building the Business Case for Transforming Customer Service

TUESDAY, AUGUST 29 - 10:00 AM PDT / 1:00 PM EDT

Legacy CRM systems and a lack of process can hold your enterprise back, making it difficult to provide proactive customer service.

Forrester Consulting recently interviewed Epicor to assess the benefits, costs, and risks associated with investing in a new approach to customer service management — one that goes beyond CRM and delivers effortless, proactive, and connected customer service.*

Join guest speaker, Anish Shah of Forrester, as he discusses the results of this study. Anish will be joined by Ian Ashby, Senior Vice President of Global Support at Epicor. Ian will outline how Epicor launched a program for transforming customer service across their entire global business with a goal to improve Customer NPS. He will delve into:
  • The rationale for choosing a modern approach to customer service management over traditional CRM solutions
  • Approaches to enlisting the entire organization in customer service
  • Establishing best practices for a successful enterprise-wide rollout
Anish will step you through an excellent framework, based on the Forrester Total Economic Impact Methodology, that will allow you to create a personalized assessment of the benefits your company can achieve by implementing ServiceNow Customer Service Management.

REGISTER NOW to view this webinar titled "Beyond CRM: Building the Business Case for Transforming Customer Service."

Audio is streamed over the Internet, so turn up your computer speakers!

*The Total Economic Impact™ Of ServiceNow Customer Service Management, a June 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.
Anish Shah
Principal Consultant, Total Economic Impact Practice
Ian Ashby
Senior Vice President, Global Support
Holly Simmons
Sr. Director of Product Marketing for Customer Service Management