Gartner Research

HCM Technology Selection: Prioritize Key Customer Satisfaction Criteria

Published: 09 September 2013

ID: G00252618

Analyst(s): Jeff Freyermuth, Ron Hanscome


Project teams often put undue emphasis on functionality when selecting HCM technology. Feedback gathered for the Magic Quadrant for Talent Management Suites underscores the importance of prioritizing customer satisfaction with both the product and the vendor relationship when evaluating solutions.

Table Of Contents
  • Key Challenges



  • Prioritize Product Satisfaction Criteria in RFP and Demonstration Scripts, Along With Functional Requirements
  • Determine the Relative Priority of Vendor-Customer Relationship Criteria Versus Other Requirements
  • Rigorously Manage the Selected Vendor to Ensure Adherence to Defined Standards for Product and Customer Relationship Satisfaction

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