Customer Relationship Management and Customer Experience Primer for 2018

Archived Published: 17 January 2018 ID: G00344027

Analyst(s): | | | | |

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Improving customer experience tops the list of many organizations' desired digital business outcomes and CRM remains a Gartner top-10 search term. Our 2018 research for CRM and CX will help application leaders innovate CRM and CX initiatives to differentiate organizations in the digital age.

Table of Contents

  • Scope
  • Analysis
    • Top Challenges and How Gartner Can Help
      • How can we best support our enterprisewide CRM strategy and execution?
      • How can we best support customer experience management and customer experience technology initiatives?
      • How can we best support sales technology initiatives?
      • How can we best support customer service and support technology initiatives?
      • How can we best support digital commerce technology initiatives?
  • Related Priorities
    • Suggested First Steps
    • Essential Reading
    • Tools and Toolkits
© 2018 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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