Gartner Research

The Eight Building Blocks of CRM: Customer Experience

Published: 16 May 2019

ID: G00384613

Analyst(s): Michael Chiu

Summary

Providing great customer experience has become imperative for an increasing number of CRM programs. To create a sustainable source of competitive differentiation, application leaders should work with CRM program managers to design and deliver superior customer experiences as a building block of CRM.

Table Of Contents
  • Key Challenges

Analysis

  • Align CX Activities to Build Customer Experiences That Are Set Up for Continuous Engagement
  • Listen to the Voice of the Customer and Refine the Customer Experience Iteratively
  • Personalize Customer Experiences, and Identify a Comprehensive List of Information Sources

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