Gartner Research

The Eight Building Blocks of CRM: Processes

Published: 28 September 2016

ID: G00302857

Analyst(s): Brian Manusama


Delivering a CRM project successfully requires IT leaders to help map business processes, but most focus on departmental rather than end-to-end processes. The best IT leaders look at cross-departmental processes and take one of the three approaches described in this research.

Table Of Contents
  • Key Challenges



  • Work From the Inside Out: Fix Existing Horizontal or Vertical End-to-End Processes
  • Work From the Outside In: Use Customer Journey Maps to Redesign and Reinvent Customer-Facing Processes
  • Ensure Customer Processes Can Be Adapted to Customer Demands

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