Gartner Research

The Gartner CRM Maturity Model: Supporting an Enterprisewide Approach

Published: 19 February 2020

ID: G00466915

Analyst(s): Nadine LeBlanc , Ed Thompson , Varun Agarwal


Although few organizations will achieve enterprisewide CRM, there is tremendous value in aligning CRM goals with this ultimate ambition. Application leaders should use our CRM Maturity Model to measure maturity levels, accelerate time to value and optimize technology investment.

Table Of Contents
  • Key Challenges


  • The Next Generation of CRM Is Enterprisewide CRM
  • About the Gartner CRM Maturity Model


  • Getting Started With Your CRM Maturity Assessment
  • How to Use the Gartner CRM Maturity Model
  • The Different Levels of CRM Maturity
    • No CRM
    • Level 1. Aware
    • Level 2: Developing
    • Level 3: Practicing
    • Level 4: Optimizing
    • Level 5: Leading

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