Gartner Research

Critical Capabilities for CRM and Customer Experience Implementation Service Providers

Published: 31 May 2017

ID: G00323755

Analyst(s): Ed Thompson , Patrick Sullivan

Summary

Service providers' capabilities differ across the four use cases of commonly executed CRM and customer experience initiatives. Sourcing and vendor management leaders can use this document to choose a provider with the capabilities matching their own use case.

Table Of Contents

What You Need to Know

Analysis

  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accenture
    • Atos
    • BearingPoint
    • Business & Decision
    • Capgemini
    • Cognizant
    • Deloitte
    • EY
    • HCL Technologies
    • IBM iX
    • Infosys
    • NTT Data
    • PwC
    • Reply
    • Salesforce Services
    • Slalom
    • Tata Consultancy Services
    • Tech Mahindra
    • Wipro
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Business Acumen
    • Business Process Transformation
    • Business Change Management
    • Sales Solution Competency
    • Customer Svc. Solution Competency
    • Marketing Solution Competency
    • Commerce Solution Competency
    • Customer Information Architecture
    • Customer Analytics Competency
    • Digital Design and User Experience
  • Use Cases
    • Core CRM Technology Implementation
    • Single View of Customer and Analytics
    • Commerce and Digital Experience Implementation
    • Customer Experience Strategy and Consulting
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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