CRM Applications Will Fail Without Consideration of Customer Empathy

Foundational Refreshed: 04 January 2018 | Published: 22 August 2016 ID: G00313333


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Empathy for the customer is essential for business success. Applications leaders for CRM should remember that game-changing technologies such as artificial intelligence and smart machines will not provide long-term business advantage unless customer empathy is a key design consideration.

Table of Contents

  • Introduction
  • Analysis
    • Highlight the Potential Impact of Empathy on Existing Business Models and Obtain Support From Executive Leadership to Make Systems Empathetic
    • Focus Technology and Process Investment on Empathetic Improvement
    • Tap Into Existing Voice of the Customer Initiatives to Drive Technology and Process Improvement
  • Case Study
  • Gartner Recommended Reading
© 2016 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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