CRM Technologies for the Emerging Customer Engagement Hub

Archived Published: 13 March 2012 ID: G00231516


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CIOs' increased focus on the business objectives to improve the customer experience will shape IT strategies for building a customer engagement hub. To create a successful hub, CIOs will have to bridge organizational gaps between IT and customer service.

Table of Contents

  • What You Need to Know
  • Analysis
    • Mind the Gap: Why Three Major Changes Need to Occur for an Engaging Customer Experience
    • Challenges and Approaches to Achieving a CEH
      • Challenge No. 1
      • Challenge No. 2
      • Challenge No. 3
      • Challenge No. 4
    • CEH Application Suites Will Not Emerge Through 2016
    • Begin With Organizational Change to Meet Customer Expectations
  • Recommended Reading
© 2012 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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