Gartner Research

The Eight Building Blocks of CRM: Vision

Published: 14 February 2013

ID: G00248912

Analyst(s): Gene Alvarez


A successful CRM vision creates a positive perception of the enterprise, bolstered by loyal customer advocates. IT and operations leaders and CRM stakeholders should follow these six steps to a clear, actionable and successful CRM vision of how to get, keep, satisfy and increase customers.

Table Of Contents
  • Key Challenges



  • Understand What CRM and a CRM Vision Are
  • Create a Strong, Savvy Leadership Team
  • Create a Corporate Personality Object and Model
  • Create a Model of the Customer Experience
  • Understand the Guiding Principles of a Customer-Centric Enterprise
  • Create and Maintain a Supportive Corporate Culture

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