Gartner Research

Critical Capabilities for CRM and Customer Experience Implementation Services


The complexity of CRM and CX implementation requirements challenges sourcing, procurement and vendor management leaders to identify optimum service providers. This research analyzes 11 capabilities that are important to speed up identification and down-selection of candidate implementation partners.

Published: 18 May 2021

ID: G00467832

Analyst(s): Jim Longwood Brett Sparks Katie Gove Chrissy Healey

Table Of Contents


Strategic Planning Assumptions

What You Need to Know


  • Accenture
  • Atos
  • BearingPoint
  • Capgemini
  • Cognizant
  • Deloitte
  • EY
  • HCL Technologies
  • IBM
  • Infosys
  • Publicis Sapient
  • PwC
  • Reply
  • Salesforce
  • TCS
  • Wipro
  • 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
  • CRM Technology Implementation
  • Complex Customer Experience Implementation
  • Customer Strategy Consulting

Inclusion Criteria

Gartner Recommended Reading

Critical Capabilities Methodology

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