Gartner Research

Build Empathy Into Your CRM Strategy to Increase Customer Loyalty

Published: 16 March 2016

ID: G00300487

Analyst(s): Michael Maoz

Summary

Within any CRM strategy, a focus on customer and employee empathy is fundamental to business success. IT leaders can play an important role in delivering this success through more empathetic product design and processes, and a better understanding of customer and employee needs.

Table Of Contents
  • Key Challenges

Introduction

  • Learn About Empathy From Business-to-Business Relationships

Analysis

  • Place Greater Emphasis on Empathy in the Design of Processes and Software for Both Employee and Customer
  • Research and Measure How Customer and Employee Empathy Results in Better Software Usage and Better Process Design
  • Inventory What Empathy Traits Are Required of Consumer-Facing Systems and Employees
  • It Is the Customer Who Should Have the Final Say in Each of the Eight Traits — Not IT or the Business

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