The CRM Perspective on Leveraging Digital Technologies to Create a Customer-Centric Enterprise


Archived Published: 15 September 2014 ID: G00269921

Analyst(s): | | | | | | | | | | | |

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Summary

As physical and digital lines continue to blur, digital capabilities and technologies are enabling organizations to further engage and better-serve their customers. Digital differentials will drive customer centricity advantages for IT application leaders supporting CRM and the customer experience.

Table of Contents

  • Analysis
    • Customer Experience
      • How Digital Impacts the Customer Experience
      • How Digital Amplifies the Voice of the Customer
    • Customer Service
      • How Digital Turns Contact Centers Into Engagement Centers
      • How Digital Empowers Customers Through Self-Service
      • How Digital Expands Business Intelligence
      • How Digital Modifies the Requirements for a Technology Partner
      • How Digital Drives Integration of Technology and Business in the Contact Center Infrastructure
    • Marketing
      • How Digital Transforms Marketing Operations
    • Sales
      • How Digital Makes Sales Teams More Effective
      • How Digital Transforms Sales Performance Measurement
      • How Digital Changes the Opportunity to Cash Process
    • Digital Commerce
      • How Digital Enables a More Personalized Customer Experience
      • How Digital Changes Customer Engagement on Social Media
  • Gartner Recommended Reading
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