Gartner Research

China Summary Translation: 'Predicts 2018: CRM and Customer Experience'

Published: 31 May 2018

ID: G00355539

Analyst(s): Olive Huang , Ed Thompson


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



Predicts 2018: CRM and Customer Experience

  • Key Findings
  • Recommendations


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

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