Gartner Expert

Kensuke Kawabe

Sr Director Analyst

Kensuke Kawabe is a Senior Director, Analyst with Gartner Research and Advisory in Japan. Mr. Kawabe focuses on customer relationship management and customer experience management, mainly for Japanese clients. As a region-specific analyst, he represents all areas relating to CRM and customer experience management, including marketing, sales, customer support and digital commerce.

Previous experience

Before Mr. Kawabe joined Gartner, his job responsibilities included:

- Planning and conducting CRM activities based on customer analysis at Vodafone, a local subsidiary of U.K.-based mobile telco.

- Consulting, planning and implementation for several clients; a sales analysis system, rebate management system, e-CRM system and e-commerce system at Accenture, a worldwide consultancy.

- Design and development of application systems (mainly accounting systems) at CSK Corp., a Japanese domestic system integrator.

Professional background

Vodafone K.K.

Senior Manager of CRM Planning and Analytics in Marketing


Manager, CRM


Assistant Manager, Professional Systems Engineer

Areas of coverage

CRM Strategy and Customer Experience

Customer Service and Support Technology

Digital Commerce and CRM Sales Technologies

Applications and Software Engineering Leaders in Japan


B.A., Economics, Specialized in Mathematical Logic, Keio University

Several Certificates, Including Global Leadership Program, Siebel e-Business, Sales Analytics and Senior-Level Programmer

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Top Issues That I Help Clients Address

1Planning CRM/CX strategies and executing those initiatives that often require companywide involvement

2Establishing CRM/CX related metrics that measure results of those initiatives, which may not relate to financial ones in a short term

3Introducing customer-centric principles, practices, customer analytics and technologies

4Use and integration of multiple customer contact channels, including mobile, social media and IoT as well as physical traditional ones

5Selection or evaluation of CRM/CX related software products