Gartner Research

The Eight Building Blocks of CRM: Technology

Published: 14 February 2013

ID: G00248078

Analyst(s): Patrick Stakenas


IT organizations will strain to keep pace with rapid and ongoing change in CRM applications portfolio, architecture and process. Understanding the technology building block of CRM will help CIOs determine the best approach to deploying CRM within their companies.

Table Of Contents
  • Key Challenges



  • Use More Offshore Development Capabilities and Outsourcing, as Well as a Foundational Infrastructure CRM BPM Application, Rather Than Building In-House
  • Account for End-User Requirements to Determine the Level of Functionality to Gain ROI and Strong Utilization
  • Use a Higher Percentage of SaaS Applications by YE16
  • Determine Which Sales, Marketing, Customer Service, Field Service and E-Commerce Processes Will Work Well as SaaS or Cloud Technologies
  • Take an Inventory of Delivery Devices (e.g., PC, Mac, Apple Smart Devices or Android) to Understand Which Platforms and Tools Vendors Are Using to Develop UIs

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