Gartner Research

Predicts 2017: CRM Will Reach Critical Tipping Points for Integration, Analytics and Customer Experience

Published: 01 December 2016

ID: G00300173

Analyst(s): Elizabeth Golluscio , Ed Thompson , Olive Huang , Gareth Herschel , Melissa Davis , Michael Maoz , Massimo Pezzini


2017's CRM predictions focus on tipping points. Most application leaders will soon be forced to invest in a hybrid integration platform, a holistic approach to customer experience analytics, and an IT relationship manager to coordinate demands for more customer experience projects requiring IT.

Table Of Contents


  • What You Need to Know
  • Strategic Planning Assumptions
  • A Look Back

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