Gartner Research

CRM Strategy and Customer Experience Primer for 2019

Published: 05 February 2019

ID: G00375892

Analyst(s): Don Scheibenreif , Ed Thompson , Jim Davies , Michael Chiu


Improving the customer relationship remains a key area of focus for most Gartner clients. We outline our 2019 research plans for CRM and CX to help application leaders support these two different mission-critical priorities.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How will organizations identify, evaluate, select, adopt and maintain CRM and CX technologies?
    • How will organizations measure and improve CRM and CX process execution?
    • How will organizations address employee/team/constituent influence on CRM and CX?
    • How will organizations plan for the future of CRM and CX?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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