Gartner Research

The Eight Building Blocks of CRM: Overview

Published: 14 February 2013

ID: G00247824

Analyst(s): Ed Thompson


CRM initiatives require a proven framework to ensure that projects are approached on a balanced, integrated and strategic basis. Applying such a framework will help CRM project and program leaders maximize the benefits of enterprise CRM initiatives.

Table Of Contents
  • Key Challenges



  • Use Gartner's Eight Building Blocks of CRM to Improve the Effectiveness and Long-Term Success of Your CRM Program by Adopting the Model Whole or by Modifying It to Fit Your Organization
  • Look Beyond Fragmented CRM Approaches, Which Remain Popular Because of Their Associated Quick Wins, and the Desire to Avoid the Political Difficulties of Convincing Different Business Units to Cooperate
    • CRM Vision
    • CRM Strategy
    • Customer Experience
    • Organizational Collaboration
    • CRM Processes
    • CRM Information
    • CRM Technology
    • CRM Metrics
  • Where to Start

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