Gartner Research

2019 Strategic Roadmap for CRM Technologies

Published: 14 November 2018

ID: G00373784

Analyst(s): Ed Thompson , Olive Huang

Summary

Pursuing customer centricity as part of digital transformation often results in changes to CRM applications. Application leaders supporting CRM and the customer experience must develop a roadmap to manage their CRM application portfolios, architecture and processes to match changing requirements.

Table Of Contents

Analysis

  • Future State
    • CRM Applications Will Be Faster to Implement
    • CRM Projects Will Focus More on Delivering Benefits to Customers and Employees
    • CRM Applications Will Be Designed to Flex to Support New Digital Business Models
    • CRM Applications Will Natively Support AI, IoT, Advanced Analytics and Integration
  • Current State
    • Cloud Not On-Premises
    • Bought Not Built
    • Departmental Not Enterprisewide
    • Privacy Embraced Not Regulation-Compliant
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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