Gartner Research

Agenda Overview for CRM, 2013

Published: 03 January 2013

ID: G00246419

Analyst(s): Scott Nelson


For CRM success, organizations must work to become truly customer-centric. Both customer-facing business units and IT departments that support them must understand the impact of major IT and business behavioral trends to manage relationships in a way that keeps the customer at the core of decisions.

Table Of Contents


  • 2013 Impacts
  • Future State

Key Issues

  • How can I maximize the potential of social, mobile and online channels, as well as emerging technologies, such as cloud and context-aware computing?
  • How can I use CRM to acquire new customers and maximize their lifetime value?
  • How do I ensure that I have a successful CRM program?
  • How do I evaluate and select the right vendors and technologies for our unique business requirements?
  • How should I measure success and manage ongoing changes?

Related Priorities

Recommended Reading

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