Critical Capabilities for CRM and Customer Experience Implementation Service Providers

Archived Published: 31 May 2017 ID: G00323755

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Service providers' capabilities differ across the four use cases of commonly executed CRM and customer experience initiatives. Sourcing and vendor management leaders can use this document to choose a provider with the capabilities matching their own use case.

Table of Contents

  • What You Need to Know
  • Analysis
    • Critical Capabilities Use-Case Graphics
    • Vendors
      • Accenture
      • Atos
      • BearingPoint
      • Business & Decision
      • Capgemini
      • Cognizant
      • Deloitte
      • EY
      • HCL Technologies
      • IBM iX
      • Infosys
      • NTT Data
      • PwC
      • Reply
      • Salesforce Services
      • Slalom
      • Tata Consultancy Services
      • Tech Mahindra
      • Wipro
    • Context
    • Product/Service Class Definition
    • Critical Capabilities Definition
      • Business Acumen
      • Business Process Transformation
      • Business Change Management
      • Sales Solution Competency
      • Customer Svc. Solution Competency
      • Marketing Solution Competency
      • Commerce Solution Competency
      • Customer Information Architecture
      • Customer Analytics Competency
      • Digital Design and User Experience
    • Use Cases
      • Core CRM Technology Implementation
      • Single View of Customer and Analytics
      • Commerce and Digital Experience Implementation
      • Customer Experience Strategy and Consulting
    • Vendors Added and Dropped
      • Added
      • Dropped
  • Inclusion Criteria
    • Critical Capabilities Rating
  • Gartner Recommended Reading
© 2017 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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