Gartner Research

CRM Strategy and Customer Experience for Technical Professionals Primer for 2019

Published: 05 February 2019

ID: G00375916

Analyst(s): Kyle Davis

Summary

Customers demand a continuous experience with the organizations they buy from. Organizations that fail to meet this demand run the risk of losing customers to a competitor. Our 2019 research for CRM and CX will help technical professionals better understand this demand and how to meet it.

Table Of Contents

Scope

Analysis

  • Top Challenges and How Gartner Can Help
    • How do we design and architect an ecosystem of CRM and CX technologies to provide a better customer experience?
    • When and how should we implement customer analytics to improve the customer experience?
    • What are the implementation options for digital commerce technology?
    • How should we implement new customer engagement channels?
    • What are the implementation options for sales technologies?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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