Gartner Research

The Eight Building Blocks of CRM: Vision

Published: 04 August 2016

ID: G00300292

Analyst(s): Sandy Shen


A successful vision for CRM creates a positive perception of an organization and is bolstered by loyal customer advocates. This report shows IT leaders and CRM stakeholders how to devise a clear vision for acquiring, retaining and satisfying customers.

Table Of Contents
  • Key Challenges



  • Understand What CRM and a CRM Vision Are
  • Form a Strong, Savvy Leadership Team
  • Create Your Organization's Personality
  • Devise a Model of the Ideal Customer Experience
  • Understand the Guiding Principles of Successful Customer-Centric Strategies
  • Craft a Clear Vision to Define CRM, Set Objectives and Decide Who Your Organization Wants as Its Target Customers
  • Foster a Culture That Supports the CRM Vision
  • Communicate the CRM Vision to Employees

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