Gartner Research

China Summary Translation: 'Technologies for CRM and the Emerging Customer Engagement Hub'

Published: 28 January 2016

ID: G00297329

Analyst(s): Olive Huang, Michael Maoz

Summary

Increased focus on driving growth through customer experience will shape IT strategies for building a customer engagement hub. To be successful, IT application leaders will need to bridge organizational gaps and orchestrate multiple systems to ensure a consistent customer experience across channels.

Table Of Contents

主要影响

建议

Technologies for CRM and the Emerging Customer Engagement Hub

  • Impacts
  • Recommendations

Analysis

  • Begin With Organizational Change to Meet Customer Expectations

Impacts and Recommendations

  • To build an integrated customer experience, IT application leaders will need to build a customer engagement hub
  • To build an engaging customer experience, IT application leaders will need to overcome departmental barriers and politics
    • Challenge No. 1
    • Challenge No. 2
    • Challenge No. 3
    • Challenge No. 4

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