With this week’s report, the 4Q2013 Customer Service Update, Mitchell Kramer completes his tenth year of quarterly updates on the leading suppliers and products in customer service. That’s a pretty impressive accomplishment! What other analyst firm do you know that has provided the consistent, in-depth, objective analysis that Mitch Kramer has been doing for over a decade?
Of course, Mitch has covered many other technologies for us over his 25-year tenure with us, including relational and object-oriented databases, application development tools, business intelligence tools, campaign management, e-commerce platforms, and content and knowledge management solutions, but customer service is his first and most lasting passion.
Mitch has mastered the art of creating detailed frameworks for analyzing complex software products. He uses and evolves these frameworks to produce in-depth, objective analyses of competing products. His analysis saves decision-makers time and reduces their risk.