Gartner Research

Survey Analysis: European Organizations Struggle to Create a Clearly Defined CRM Strategy in 2014

Published: 25 February 2014

ID: G00262227

Analyst(s): Jim Davies


Gartner has conducted a survey of 102 European organizations to ascertain their CRM plans for 2014. Findings will be used to refine themes and content for Gartner's Customer Strategies and Technologies Summit, and can guide European business and IT leaders' CRM investment strategies.

Table Of Contents

Survey Objective

Data Insights

  • CRM Budgets Remain Strong, Despite Economic Uncertainty
  • Increasing Customer Satisfaction Remains the Primary Objective
  • Lack of a Clearly Defined CRM Strategy Is the Biggest Hurdle
  • CRM Strategy, Analytics and Mobile Are of Higher Interest to Practitioners Than Specific Sales, Marketing and Customer Service Topics
  • Methodology

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