Gartner Research

Four Practical Ideas for Effective Knowledge Transfer During CRM Postimplementation Support

Published: 20 September 2017

ID: G00326542

Analyst(s): Nadine LeBlanc

Summary

Knowledge transfer from service providers to internal resources is often overlooked in CRM contracts, executed post-go-live and rarely measured. With emerging technologies widening the scope of CRM, application leaders must avoid knowledge gaps that lead to poor results and customer experience.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Identify CRM Knowledge Transfer Scope Early in Your Project
  • Build a CRM Cross-Functional Team to Engage in Knowledge Transfer Activities
  • Prioritize Mission-Critical CRM Knowledge
  • Monitor and Measure the Effectiveness of the Knowledge Transfer

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