Gartner Research

Predicts 2018: CRM and Customer Experience

Published: 23 November 2017

ID: G00341923

Analyst(s): Melissa Davis , Bart Willemsen , W. Roy Schulte , Olive Huang , Julian Poulter , Ed Thompson

Summary

In the next four years, CRM application software will become the largest software market, poor CRM will lead to a privacy violation and a maximum GDPR sanction, and financial measurement of the ROI of CX will remain rare. Application leaders will need to invest now to avoid loss or losing out.

Table Of Contents

Analysis

  • What You Need to Know
  • Strategic Planning Assumptions
  • A Look Back

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