Gartner Research

Agenda Overview for CRM, 2013

Published: 03 January 2013

ID: G00246419

Analyst(s): Scott Nelson

Summary

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

Analysis

  • 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

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.