Gartner Research

China Summary Translation: '2015 Strategic Roadmap for The Future of CRM'

Published: 29 February 2016

ID: G00301847

Analyst(s): Olive Huang , Ed Thompson


CRM software is moving aggressively to cloud-based solutions, providing more options for cloud and hybrid deployments. IT application leaders supporting CRM need to understand the direction of this dynamic technology market and develop a plan that best supports their customer relationship strategy.

Table Of Contents



2015 Strategic Roadmap for the Future of CRM

  • Key Findings
  • Recommendations


  • The HOOF Model for CRM
  • The Five-Year Development of Gartner's Future of CRM Architecture Scenario
  • Future State
    • Sourcing of CRM Applications Becomes Dependent on the Pace at Which They Change
    • More Cross-Departmental and Intraenterprise Focus
    • Hybrid of Loosely Coupled Cloud and On-Premises CRM Applications
    • Technologies for Digital Business, IMC, IoT, Mobile and Big Data Are Supported Natively by the CRM Architecture
  • Current State
    • Packaged CRM Applications
    • Departmental Focus
    • The Decline of On-Premises Monolith
    • Tactical Cloud SaaS Adoption
    • Lightweight Hybrid Integration
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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