Gartner Expert

Scott D. Nelson

Practice Vice President

Scott Nelson is a Practice Vice President in Gartner Research. He is responsible for managing research in the area of customer-related technologies and strategies, including CRM and customer experience management. His particular research examines the effect on vision and strategy that results from focusing on the customer. His broader team looks at areas such as the role of social media in relating to customers, e-commerce, sales strategies, IT's support of marketing strategies and customer service strategies.

Previous experience

Prior to joining Gartner, Mr. Nelson was the Vice President of strategic marketing services for Prime Response, a marketing automation vendor. Before that, he spent 14 years in financial services marketing and research.

Professional background

Prime Response/Chordiant

SVP Strategic Marketing

Old Kent Financial/Fifth Third National Bank

Vice President, Research and Strategic Planning

Household International/HSBC

Vice President, Market Research


M.B.A., University of Chicago

B.A., Business Administration, University of Wisconsin at Madison

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Top Issues That I Help Clients Address

1CRM Vision and Strategy

2Long-Term Direction of CRM

3CRM Failure Causes

4Social Media and CRM

5Application Strategy Relating to CRM