Gartner Research

The Eight Building Blocks of CRM: Customer Experience

Published: 14 February 2013

ID: G00247665

Analyst(s): Penny Gillespie


Understanding the key dimensions of the customer experience and adhering to customer expectations results in more satisfied and loyal customers and higher sales. CIOs and CCOs who follow this guidance can increase enterprise profits and avoid backlashes from negativity broadcast around the world.

Table Of Contents
  • Key Challenges



  • Look From the Outside In, Like a Customer, and Set Expectations Accordingly
  • Deliver What the Customer Expects
  • Listen to the VoC and Refine the Customer Experience; Ensure a Multichannel Feedback System Is in Place

Case Study

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