Gartner Research

Customer Relationship Management and Customer Experience Primer for 2018

Published: 17 January 2018

ID: G00344027

Analyst(s): Gene Alvarez , Ed Thompson , Theodore Travis , Jason Daigler , Olive Huang , Michael Maoz


Improving customer experience tops the list of many organizations' desired digital business outcomes and CRM remains a Gartner top-10 search term. Our 2018 research for CRM and CX will help application leaders innovate CRM and CX initiatives to differentiate organizations in the digital age.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can we best support our enterprisewide CRM strategy and execution?
    • How can we best support customer experience management and customer experience technology initiatives?
    • How can we best support sales technology initiatives?
    • How can we best support customer service and support technology initiatives?
    • How can we best support digital commerce technology initiatives?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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