Gartner Research

How to Build a Mobile App Maturity Model for Digital Customer Engagement

Published: 23 July 2015

ID: G00279463

Analyst(s): Michael Maoz


Most organizations pursue a disconnected set of mobile initiatives, which undermines their desired business outcomes. We suggest how IT leaders can build a model to evaluate the maturity of their organization's approach to mobile apps and, as a result, help it engage customers and improve CRM.

Table Of Contents
  • Key Challenges



  • Determine the Maturity of Your Enterprise's Approach to Mobile Apps and the Measures That Will Demonstrate the Success of Your Mobile App Projects
  • Prioritize Technology Choices and Information Requirements for Mobile Apps on the Basis of Potential Impact, Speed-to-Market, User Need and Potential Reward
  • Develop a System of Governance, for Which the IT Department Should Be Responsible, to Manage Decisions About Building, Buying and Customizing Mobile Apps

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