Gartner Research

Critical Capabilities for CRM and Customer Experience Implementation Service Providers

Published: 09 May 2016

ID: G00277773

Analyst(s): Patrick Sullivan , Ed Thompson


Four use cases categorize how IT leaders implement CRM and CX solutions with support from service providers. No single provider is best-suited for all four use cases; IT leaders must choose a provider with the right capabilities to support their use case.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accenture
    • Atos
    • BearingPoint
    • Business & Decision
    • Capgemini
    • Cognizant
    • Deloitte
    • HCL Technologies
    • Hewlett Packard Enterprise
    • IBM Global Business Services
    • Infosys
    • NTT Data
    • PwC
    • Reply
    • Salesforce Services
    • Tata Consultancy Services
    • Tech Mahindra
    • Wipro
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Business Acumen
    • Business Process Transformation
    • Business Change Management
    • Sales Solution Competency
    • Marketing Solution Competency
    • Customer Svc. Solution Competency
    • Commerce Svc. Solution Competency
    • Info Architecture & Data Migration
    • Customer Analytics Competency
    • Digital Design and User Interface
  • Use Cases
    • Customer Experience and CRM Consulting
    • CRM Technology Standard Implementation or Upgrade
    • Single View of the Customer, Data and Analytics
    • Digital, User Experience and Commerce
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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