Gartner Information Technology Research

Gartner Peer Insights ‘Lessons Learned’: Implementing CRM Customer Engagement Centers

Published: 31 March 2020

ID: G00467396

Analyst(s): Peer Contributors


CRM customer engagement centers are deployed to connect, orchestrate and enhance the experience for agents and customers. Application leaders looking to implement a CRM CEC can leverage lessons learned from their peers to implement their own CRM CEC successfully.

Table Of Contents


Peer Lessons Learned

  • Lesson 1: Emphasize Engaging Stakeholders in Requirements Elicitation Phase
  • Lesson 2: Exercise Diligence During Vendor Selection
  • Lesson 3: Focus on Business Processes During the Preimplementation Phase
  • Lesson 4: Engage Implementation Service Provider(s) Early During Implementation
  • Lesson 5: Dedicate an Adequate Number of Resources and Prioritize a Companywide Deployment of the Ticketing System
  • Methodology

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