Gartner Research

Governance and the Eight Building Blocks of CRM

Published: 12 April 2010

ID: G00170933

Analyst(s): Susan Landry, Scott Nelson


The key to effective CRM governance starts with an effective CRM strategy, powered by an effective application strategy. Together, these two areas comprise the governance model and enable firms to start from a position of strength, leading to long-term customer retention and cost savings.

Table Of Contents
  • Overview
  • Support Strategies With the Eight Building Blocks of CRM
  • Avoid the Seven Deadly Sins That Derail CRM Governance
  • Governance Is the "Secret Sauce" of CRM Success
  • Bottom Line

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