Gartner Research

The Eight Building Blocks of CRM: Organizational Collaboration

Published: 27 July 2016

ID: G00300328

Analyst(s): Jim Robinson


Effective CRM requires a commitment to modernize the organizational culture, behavior and collaboration. IT leaders can use this research as a basis to mitigate the risks of project failure that stem from a lack of organizational collaboration and resource alignment with the CRM strategy and vision.

Table Of Contents
  • Key Challenges


  • Map Organizational Structure to Customer Intent
  • Create an Environment of, and Mechanisms for, Collaboration
  • Orchestrate a Seamless Customer Experience
  • Build Customer-Centric Understanding Within the Enterprise
  • Manage Expectations to Get Buy-In
  • Promote Cross-Departmental Incentives
  • Identify Areas for Change Management Early, and Update Them Often
  • Monitor and Enhance Staff Satisfaction

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