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


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



  • 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


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