Gartner Research

CRM in Italy: A Market Appraisal and Overview

Published: 02 December 2003

ID: G00118740

Analyst(s): Ed Thompson , Daniela Sepulcri, Jim Davies


This Strategic Analysis Report is designed to provide a concise overview of Gartner's customer relationship management (CRM)-related research, focused on the Italian market.

Table Of Contents
  • Management Summary
  • Introduction
    • Should Italian Enterprises Be Investing in CRM At All?
    • Key Issues Facing Italian CRM Managers
    • What Are the Economics of the Italian IT Market?
    • What Are the Economics of the Italian CRM Market?
    • How Mature Are Italian Organizations' CRM Initiatives?
    • How Do Regional Factors Influence Investment in CRM?
  • CRM Education
    • The Eight Building Blocks of CRM
    • Which Building Blocks Are More Difficult to Master?
    • What Is Hot in CRM?
  • Alignment and Readiness
    • Is the Enterprise Aligned and Ready for CRM?
  • Technology and Application Selection
    • Who Are the Active CRM Vendors in Italy?
    • How Big an Impact Do the Local CRM Vendors Have?
    • What Vertical Solutions Are Available in Italy?
    • What Will Be the Impact of Microsoft CRM?
    • What Selection Criteria Should Enterprises Use?
    • How Do Enterprises Buy?
    • What Functional Areas Should Enterprises Prioritize?
    • How Appropriate Are the Active CRM Vendors?
    • Which Service Providers Can Help With CRM Initiatives?
  • Implementation and Ongoing Improvement
    • What is ROI, and How Can It Be Measured?
    • What Can Be Learned From Others?
  • Description of Associated Departments Within Gartner
  • Profile Tables
  • Acronym Key

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