Gartner Research

The Eight Building Blocks of CRM: Technology

Published: 12 August 2016

ID: G00312889

Analyst(s): Olive Huang


IT application leaders are straining to keep pace with rapid and ongoing change in CRM application portfolios, architecture and processes. Understanding the technology building block of CRM will help them determine the best approach to deploying CRM solutions across their organizations.

Table Of Contents
  • Key Challenges



  • Bring in Different Governance and Technology Frameworks for CRM Systems of Innovation, Differentiation and Record
  • Do Not Limit Yourself to One CRM Vendor
  • Determine Your Future CRM Architecture
  • Use a Hierarchical, Weighted Evaluation Model for Vendor and Software Selection
  • Focus Applications on Cross-Departmental Collaboration, Customer-Journey-Centric Process Design and Multichannel Experience Management

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