Gartner Research

Customer Relationship Management and Customer Experience Primer for 2017

Published: 25 January 2017

ID: G00318234

Analyst(s): Theodore Travis , Olive Huang , Gene Alvarez , Michael Maoz , Ed Thompson , Jason Daigler


Improving the customer experience tops the list of many organizations' desired digital business outcomes. Our research agenda for CRM and CX in 2017 is designed to help application leaders innovate in enterprisewide CRM and CX initiatives that will differentiate the organization in the digital age.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can we best support our enterprisewide CRM strategy and execution?
    • How can we best support sales initiatives?
    • How can we best support marketing initiatives?
    • How can we best support customer service and support initiatives?
    • How can we best support digital commerce initiatives?
    • How can we best support customer experience management?

Related Priorities

  • Suggested First Steps
    • For IT Leaders:
    • For Technical Professionals:
  • Essential Reading
    • For IT Leaders:
    • For Technical Professionals:
  • Tools and Toolkits

©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.