Gartner Research

The Eight Building Blocks of CRM: Overview

Published: 16 May 2019

ID: G00384904

Analyst(s): Ed Thompson


CRM programs require a proven framework to ensure that projects are approached on a balanced, integrated and strategic basis. Applying such a framework will help application leaders responsible for CRM projects to reduce the risk of failure.

Table Of Contents
  • Key Challenges



  • Use Gartner’s Eight Building Blocks of CRM to Improve the Likelihood of Successful Business Results
    • 1. Vision
    • 2. Strategy
    • 3. Customer Experience
    • 4. Organizational Collaboration
    • 5. Processes
    • 6. Information and Insight
    • 7. Technology
    • 8. Metrics
  • Where to Start

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