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Gartner Research
Critical Capabilities for CRM and Customer Experience Implementation Services, Worldwide
Summary
The demand for CRM and CX implementation services challenges sourcing, procurement and vendor management leaders to identify experienced service providers. This research offers 11 capabilities that are important to identify for selecting a successful implementation partner.
Published: 09 April 2020
ID: G00447890
Analyst(s): Gilbert van der Heiden , Patrick Sullivan , Brett Sparks , Jim Longwood
Table Of Contents
What You Need to Know
Analysis
- Critical Capabilities Use-Case Graphics
- Vendors
- Accenture
- BearingPoint
- Capgemini
- Cognizant
- Deloitte
- EY
- HCL Technologies
- IBM iX
- Infosys
- NTT DATA
- Publicis Sapient
- PWC
- Reply
- Salesforce
- TCS
- Wipro
- Context
- Product/Service Class Definition
- Critical Capabilities Definition
- Business Acumen
- Business Process Transformation
- Customer Service/Support Experience
- Marketing CRM Experience
- Sales CRM Experience
- Commerce Experience
- Customer Experience Architecture
- Customer Data and Analytics
- Technology Architecture/Integration
- Digital Design and User Experience
- Organizational Change Management
- 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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