Gartner Research

The Role of Customer Relationship Management in Shared Services

Published: 01 April 2019

ID: G00707358

Analyst(s): Finance Research Team


Customer relationship management is indispensable to the success of shared services. Shared services leaders must establish a robust customer relationship management system that helps effectively manage customer relations, identify customers’ needs and deliver a streamlined customer experience.

Table Of Contents

Define Clear Roles and Responsibilities to Manage Customer Relationships

Identify Customers’ True Needs and Pain Points

Deliver a Low-Effort and Positive Experience for Customers


Recommended by the Authors

About This Research


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