Gartner Research

Toolkit Decision Framework: Gartner's CRM Framework: The Eight Building Blocks of CRM

Published: 20 June 2007

ID: G00149424

Analyst(s): Ed Thompson


Customer relationship management initiatives require a proven framework to ensure that programs are approached on a balanced, integrated basis that's simultaneously tactical and strategic. Applying such a framework will help maximize the benefits of CRM.

Table Of Contents
  • Overview
  • CRM Vision
  • CRM Strategy
  • Customer Experience
  • Organizational Collaboration
  • CRM Processes
  • CRM Information
  • CRM Technology
  • CRM Metrics

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