Gartner Research

Critical Capabilities for CRM Service Providers, Worldwide

Published: 16 April 2015

ID: G00261874

Analyst(s): Ed Thompson , Patrick Sullivan


IT, sales and customer service executives implementing CRM and customer experience initiatives and looking for service partners must identify the appropriate use case, and align it with the strengths and capabilities of potential providers to maximize the success of CRM projects.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accenture
    • BearingPoint
    • Business & Decision
    • Capgemini
    • Cognizant
    • Deloitte
    • HCL Technologies
    • HP Enterprise Services
    • IBM Global Business Services
    • Infosys
    • NTT Data
    • PwC
    • Reply
    • Tata Consultancy Services
    • Tech Mahindra
    • Wipro
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Business Acumen
    • Business Process Transformation
    • Business Change Management
    • Sales Solution Competency
    • Marketing Solution Competency
    • Customer Svc. Solution Competency
    • Commerce Svc. Solution Competency
    • Info. Architecture & Data Migration
    • Customer Analytics Competency
    • Digital Design and User Interface
  • Use Cases
    • Customer Experience and CRM Consulting
    • CRM Technology Standard Implementation or Upgrade
    • Enterprisewide and Single View of Customer
    • Multichannel Customer Experience

Inclusion Criteria

  • Critical Capabilities Rating

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