Gartner Research

Tap Into CRM Use Cases for Big Data and Analytics to Drive Customer Engagement

Published: 15 May 2014

ID: G00263864

Analyst(s): Ed Thompson, Jim Davies, Praveen Sengar, Brian Manusama, Bhavish Sood, Kimberly Collins, Jenny Sussin, Chris Fletcher, Penny Gillespie, David Kohler

Summary

CIOs and CRM line-of-business executives, such as VPs of sales, VPs of digital commerce, VPs of customer services and CMOs, should work together to identify specific big data and analytics use cases relevant to their organizations, to coordinate efforts and transform customer engagement.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Customer Experience and Cross-CRM Functions
    • Customer Experience
    • Social for CRM
    • Voice of the Customer
    • Big Data Use Cases for CRM in Asia
  • Digital Commerce and Marketing
    • Digital Commerce
    • Marketing
    • Digital Personalization
  • Sales
  • Customer Service

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