Gartner Research

Design a Better CRM Experience Using Customer Identity and Access Management

Published: 17 November 2017

ID: G00340491

Analyst(s): Mary Ruddy

Summary

Optimizing the consumer experience is an imperative. The growing complexity of CRM systems makes delivering a consistent customer experience a challenge. Gartner provides technical professionals responsible for architecting CRM systems an introduction to orchestrating CRM and CIAM systems.

Table Of Contents

Analysis

  • CRM Challenges
  • Market Validation of the Importance of CRM — CIAM Interoperability
  • How CIAM Is Different From CRM
  • How CIAM Can Help
  • CRM Data Consolidation Projects Don't Replace the Need for CIAM
  • Examples of CRM-CIAM Integration

Conclusion

Gartner Recommended Reading

©2020 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.