Gartner Research

Gartner's Top 74 CRM Case Studies, Sorted by Industry, for 2011

Published: 02 September 2011

ID: G00216893

Analyst(s): Ed Thompson


Gartner's library of successful CRM project Case Studies spans multiple objectives in a wide range of industries. No single strategy works for every company, and these cases provide solid recent examples of various best practices in action.

Table Of Contents


  • Consumer Business Services Industries Finally Appear in Case Studies
    • High-Tech CRM Case Studies Bounce Back
    • Financial Services Not as Prevalent in the Past
    • Travel, Hospitality, Entertainment, Telecommunications and Manufacturing Continue to Provide a Steady Proportion of Gartner CRM Case Studies
    • Healthcare CRM Studies Continue to Appear in Gartner Write-Ups
    • Government CRM Study Numbers Drop Back
    • Utilities and Energy CRM Studies Remain Illusive
    • Public Acclaim Versus Competitive Advantage

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