Gartner Research

CRM Team Perspective: CRM and Big Data

Published: 04 April 2012

ID: G00233038

Analyst(s): Ed Thompson , Jim Davies , Patrick Stakenas , Praveen Sengar, Jenny Sussin , Adam Sarner , John Radcliffe, Gareth Herschel , Chris Fletcher , Kimberly Collins


As big data affects the customer experience, anticipate challenges and opportunities in your CRM strategy. Four major technology trends will drive technology planning, investment and usage in 2012 and beyond; they are encompassed by the nexus of social, mobile, cloud and information.

Table Of Contents


  • E-Commerce: Gene Alvarez
  • Marketing: Kim Collins
  • Voice of the Customer: Jim Davies
  • Lead Management, E-Commerce and Price Optimization: Chris Fletcher
  • Customer Analytics: Gareth Herschel
  • Customer Information Management and Master Data Management: John Radcliffe
  • Big Data and CRM: Adam Sarner
  • Web Customer Experience and Configure, Price, Quote: Praveen Sengar
  • Sales Performance Management: Patrick Stakenas
  • Peer-to-Peer Customer Communities: Jenny Sussin
  • Customer Experience Management: Ed Thompson
  • Action-Oriented Advice for CRM and Big Data

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