Gartner Research

The Eight Building Blocks of CRM: Organizational Collaboration

Published: 14 February 2013

ID: G00247644

Analyst(s): Jenny Sussin


Effective CRM requires a commitment to modernization of organizational culture, behavior and collaboration. An enterprise that is unable to align its resources to the CRM strategy and vision faces high risks of project failure.

Table Of Contents
  • Key Challenges



  • Align Organizational Structure With Customer Intent
  • Orchestrate a Seamless Customer Experience
  • Build Customer-Centric Understanding Within the Enterprise
  • Promote Cross-Departmental Incentives
  • Create an Environment of, and Mechanisms for, Collaboration
  • Manage Expectations to Get Buy-In
  • Identify Areas for Change Management Early, and Update Them Often
  • Monitor and Enhance Staff Satisfaction

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