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


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


  • 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

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