Gartner Research

CRM Strategy and Customer Experience Primer for 2019

Improving the customer experience is more important than ever - are you delivering?

Experts: Jim Davies, Ed Thompson, Michael Chiu, Don Scheibenreif

Customer experience (CX) initiatives and customer relationship management (CRM) are among the most important initiatives for organizations today. Use this research to help you:

  • Assess CRM and CX maturity and prioritize between projects
  • Show best practices and the pitfalls to avoid in laying solid foundations
  • Share what the most advanced organizations are doing to achieve competitive differentiation
  • Help select technologies that will support delivering on CRM and CX goals

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