Gartner Research

The Eight Building Blocks of CRM: Customer Experience

Published: 17 August 2016

ID: G00313888

Analyst(s): Mick MacComascaigh


Greater focus on personalized customer experiences is now a strategic imperative for a CRM strategy. CRM project managers and IT leaders supporting them need to design and deliver superior customer experiences as a building block of CRM to create a sustainable source of competitive differentiation.

Table Of Contents
  • Key Challenges



  • Build Cross-Channel Customer Experiences That Are Set Up for Continuous Engagement
  • Listen to the Voice of the Customer (VoC) and Refine the Customer Experience Iteratively While Managing Solution Complexity
  • Personalize Customer Experiences, and Identify a Comprehensive List of Information Sources That Will Help You Do This

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.