Published: 04 April 2013
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.
©2020 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.