Gartner Research

The Eight Building Blocks of CRM: Information and Insight

Published: 05 February 2018

ID: G00350821

Analyst(s): Jason Daigler

Summary

Consistent and accurate customer information and insight are the foundation of CRM. Strong customer information management strategies enable application leaders to deliver on the business goals of their CRM strategy.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Establish Information Ownership and Governance to Ensure High-Quality and Accurate Customer Data
  • Determine the Relevance of Different Types of Customer Information and Insight Based on Business Goals
  • Create a Single View of the Customer to Optimize Customer Engagement
  • Invest in Customer Data Privacy but Not Just to Comply With Regulations Such as the GDPR

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