Gartner Research

Future E-Commerce Success With Customer Experience Depends on CRM: A Gartner Team Perspective

Published: 04 April 2013

ID: G00237788

Analyst(s): Adam Sarner , Chris Fletcher, Johan Jacobs, Jim Davies, Praveen Sengar, Ed Thompson , Penny Gillespie , Gene Alvarez , Robert P. Desisto, Kimberly Collins, Jenny Sussin , Michael Maoz, Patrick Stakenas


Future e-commerce success depends on how organizations improve the overall customer experience. To achieve this goal, CIOs, CTOs and VPs of e-commerce and Web managers must use a range of other CRM technologies and strategies that can address the gamut of the e-customer experience.

Table Of Contents


  • The Impact of VoC on the E-Commerce Customer Experience
  • E-Commerce Customer Experience Essentials
  • The Morphing Customer Experience
  • The Future of the E-Commerce Customer Experience
  • Web Interaction Channel Support Will Increase E-Commerce Success
  • The Emerging Customer Engagement Hub and Its Impact on E-Commerce Success
  • Marketing Asset Management Improves the Online Customer and Brand Experience
  • Social Commerce Changes the Online Shopping Experience
  • Excellent E-Commerce Becomes the Storekeeper of Yesteryear and Enhances the Customer Experience
  • Digital Marketing and the Future of the E-Commerce Customer Experience
  • The E-Commerce Customer Experience Requires Focus Beyond the Storefront Experience

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