Gartner Research

CRM Technologies for the Emerging Customer Engagement Hub

Published: 13 March 2012

ID: G00231516

Analyst(s): Michael Maoz

Summary

CIOs' increased focus on the business objectives to improve the customer experience will shape IT strategies for building a customer engagement hub. To create a successful hub, CIOs will have to bridge organizational gaps between IT and customer service.

Table Of Contents

What You Need to Know

Analysis

  • Mind the Gap: Why Three Major Changes Need to Occur for an Engaging Customer Experience
  • Challenges and Approaches to Achieving a CEH
    • Challenge No. 1
    • Challenge No. 2
    • Challenge No. 3
    • Challenge No. 4
  • CEH Application Suites Will Not Emerge Through 2016
  • Begin With Organizational Change to Meet Customer Expectations

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