Gartner Research

Critical Capabilities for CRM and Customer Experience Implementation Services, Worldwide

Published: 13 June 2018

ID: G00334691

Analyst(s): Patrick Sullivan , Ed Thompson


Service providers' capabilities differ across the three use cases of commonly executed CRM and customer experience implementations. Application leaders supporting CRM and CX initiatives should use this document to choose a provider with capabilities best matching their own use case.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accenture
    • Atos
    • BearingPoint
    • Capgemini
    • Cognizant
    • Deloitte
    • EY
    • HCL Technologies
    • IBM iX
    • Infosys
    • North Highland
    • NTT DATA
    • PwC
    • Reply
    • Salesforce Success Cloud
    • SapientRazorfish
    • Slalom
    • Tata Consultancy Services
    • Tech Mahindra
    • Virtusa
    • Wipro
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Business Acumen
    • Business Process Transformation
    • Business Change Management
    • Sales Technology
    • Customer Service Technology
    • Marketing Solutions
    • Commerce Solutions
    • Customer Experience Architecture
    • Customer Analytics
    • Digital Design and User Experience
    • Tech Architecture and Integration
  • Use Cases
    • CRM Technology Implementation
    • Complex Customer Experience Implementation
    • Customer Strategy Consulting
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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