Gartner Research

The Eight Building Blocks of CRM: Customer Experience

Published: 17 August 2016

ID: G00313888

Analyst(s): Mick MacComascaigh

Summary

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

Introduction

Analysis

  • 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

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