Gartner Research

Apply the Eight Building Blocks of CRM to Ensure Successful Projects

Published: 20 September 2017

ID: G00327463

Analyst(s): Chris Fletcher


Customer relationship management requires an established framework that aligns vision, strategy and technology. Technical professionals can use this research to understand and adapt Gartner's framework to deliver successful CRM projects.

Table Of Contents


  • Understanding CRM and the Eight Building Blocks
  • Supporting the "Technology" Building Block: A Key Focus for Technical Professionals
    • Apply Different Governance and Technology Frameworks for CRM Systems of Innovation, Differentiation and Record
    • Avoid the Trap of Limiting Yourself to One CRM Vendor
    • Determine Your Future CRM Architecture
    • Use a Hierarchical, Weighted Evaluation Model for Vendor and Software Selection
    • Focus Applications on Cross-Departmental Collaboration, Customer-Journey-Centric Process Design and Multichannel Experience Management
  • Beyond Technology: Examining the Complete Set of Building Blocks


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