Gartner Research

2018 Planning Guide for CRM and Customer Experience

Published: 29 September 2017

ID: G00331850

Analyst(s): Bill Delrieu, Jeffery Skowron , Chris Fletcher


CRM and customer experience strategies are being transformed by cloud, analytics and APIs. This report provides planning recommendations to technical professionals to help them drive successful CRM and customer experience deployments.

Table Of Contents


CRM and Customer Experience Trends

  • Marketing Analytics, Algorithms and AI Will Become Integral — and Integrated — Functionality for Most CRM and CX Implementations
    • Planning Considerations
  • Demand for Optimal User Experiences Will Drive Adoption of an API-Centric Approach to Enterprise CRM Solutions
    • Planning Considerations
  • Cloud CRM Will Provide Agility but Create Fragmentation
    • Planning Considerations

Setting Priorities

Gartner Recommended Reading

©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.