Gartner Research

CRM Application Survey Results: Examining Current and Future Priorities

Published: 16 August 2018

ID: G00364694

Analyst(s): Kyle Davis, Bill Delrieu, Jeffery Skowron


Gartner’s 2018 CRM application survey highlights the importance of data privacy, analytics, automation, RPA and integration within CRM projects. Technical professionals supporting CRM projects should leverage the survey results to better understand what others are doing today and leading up to 2020.

Table Of Contents


  • Current CRM Project Scope and Priorities
    • CRM Integration Initiatives
    • Current CRM Technology Results
  • What Are the Key Challenges With CRM Projects, and How Do I Mitigate Them?
    • Mitigate Integration Challenges by Maturing Your Integration Capabilities
    • Increase Cross-Team Communication to Alleviate Nontechnical Hurdles
    • Limit Issues With Outside Providers by Adopting a Continuous Delivery Mindset
  • How Are Organizations Planning to Prioritize CRM Projects and Technologies by 2020?
    • Business Process Management and Automation
    • Data and Analytics
  • How Do Organizations Prioritize External Integrations With CRM, Now and by 2020?
  • What Are the Demographics of the Survey Respondents?


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