Gartner Research

The Eight Building Blocks of CRM: Vision

Published: 14 February 2013

ID: G00248912

Analyst(s): Gene Alvarez

Summary

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

Introduction

Analysis

  • 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

Recommended Reading

©2020 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.