Gartner Research

CRM Leaders Explain How They Plan to Lead in an Environment of Risk

Published: 28 August 2015

ID: G00290489

Analyst(s): Ed Thompson, Jim Davies

Summary

During the premier sponsor panel discussion at Gartner's recent Customer Strategies and Technologies Summit in June 2015, we polled the audience for their perspective on key customer-related topics. The findings of this exercise are presented here.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Focus Most Resources and Funding on Cross-Departmental Collaboration to Increase the Chance of a Successful CRM Program
  • Put More Focus and Support for Future IT Investments That Improve the Customer Experience
  • When Investing in Predictive Analytics, Prioritize Its Use in the Customer Service Department, Not Just in Marketing
  • Propose a Customer Council as the Governance Approach to Driving a Customer Experience Initiative
  • Do Not Underestimate the Importance of Business Model Innovation as a Key Element of a Digital Strategy
  • Start to Prepare for a World Where Things Become Customers

Appendix

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.