Gartner Research

Critical Capabilities for CRM and Customer Experience Implementation Services, Worldwide

Published: 19 July 2019

ID: G00367492

Analyst(s): Ed Thompson , Brett Sparks , Patrick Sullivan


Service providers’ capabilities differ across three use cases of commonly executed CRM and customer experience implementations. Application leaders supporting CRM and CX initiatives should use this document to identify providers with capabilities best matching their use case.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accenture
    • BearingPoint
    • Capgemini
    • Cognizant
    • Deloitte
    • EY
    • HCL Technologies
    • IBM iX
    • Infosys
    • NTT DATA
    • Publicis Sapient
    • PwC
    • Reply
    • Salesforce Success Cloud
    • Tata Consultancy Services
    • Tech Mahindra
    • Virtusa
    • Wipro
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Customer Service Technology
    • Sales Technology
    • Tech Architecture and Integration
    • Business Acumen
    • Business Change Management
    • Customer Analytics
    • Customer Experience Architecture
    • Business Process Transformation
    • Commerce Solutions
    • Digital Design and User Experience
    • Marketing Solutions
  • Use Cases
    • CRM Technology Implementation
    • Complex Customer Experience Implementation
    • Customer Strategy Consulting
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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