Gartner Research

The Eight Building Blocks of CRM: Technology

Published: 14 February 2013

ID: G00248078

Analyst(s): Patrick Stakenas

Summary

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

Introduction

Analysis

  • 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

Recommended Reading

©2019 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.