Gartner Research

How to Tell the Difference Between Customer Experience and CRM Projects

Published: 24 December 2015

ID: G00290922

Analyst(s): Ed Thompson


CX management projects differ from CRM projects in eight key ways. Understanding the differences will help the IT managers supporting such projects set goals and effectively scope them.

Table Of Contents


  • Goals
  • Roles
  • Permanence
  • Coordination
  • Time to Benefit
  • Technology
  • Perception
  • Emotions
  • Where CRM and CX Collide

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