Gartner Research

CIOs and IT Leaders Should Think Alignment, Not Ownership, for CRM and Digital Commerce Initiatives

Published: 29 March 2016

ID: G00301080

Analyst(s): Chris Fletcher


CRM or digital commerce projects cannot be controlled where budget and responsibility are held by business unit executives. CIOs and IT leaders should focus instead on combining resources — business vision, insight and budget — with IT's technology oversight and guidance.

Table Of Contents


  • Overview
    • Shadow IT Spending: Perception Versus Reality
  • Adapt Your Team's Operating Model to Accommodate Faster Decision Making and Implementations While Maintaining Appropriate Risk Management
  • Engage With Business Peers to Provide the Oversight and IT Leadership Required for Mutual Success
  • Balance Centralized and Decentralized Technology Decision Making
  • Summary

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