Gartner Research

The Connective Tissue for CRM: Integrating the Three Pace Layers Across CRM Applications

Published: 26 May 2015

ID: G00277215

Analyst(s): Kimberly Collins

Summary

IT application leaders supporting CRM need to consider six technologies that integrate applications across business domains, as well as between and within the pace layers, to ensure interoperability for a more seamless customer experience and customer journey.

Table Of Contents

Analysis

  • Applying Connective Tissue to CRM
  • Application Integration Architecture
  • MDM/Customer Information Management
  • Customer Analytics and Workbench
  • DAM and ECM
  • Knowledge Management
  • Business (Customer) Process Management

Gartner Recommended Reading

©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.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.