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

Summary

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

Scope

Analysis

  • 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

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