Gartner Research

The Eight Building Blocks of CRM: Overview

Published: 16 August 2016

ID: G00313805

Analyst(s): Ed Thompson


CRM initiatives require a proven framework to ensure that projects are approached on a balanced, integrated and strategic basis. Applying such a framework will help CRM project leaders to maximize the benefits.

Table Of Contents
  • Key Challenges



  • Use the Eight Building Blocks to Ensure Best Practice and Avoid the Most Common Pitfalls in Your CRM Vision
    • CRM Strategy
    • Customer Experience
    • Organizational Collaboration
    • CRM Processes
    • CRM Data and Information
    • CRM Technology
    • CRM Metrics
  • Where to Start

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