With competition intensifying and increased global uncertainty, treating customers well is more important than ever. Critical to service leaders success are CRM systems and improving the customer experience (CX). However, CRM and CX strategies must adapt as the organization, its customers and its environment evolve. Failing to do so puts the organization at risk.
CRM Strategy and Customer Experience
Learn how CRM and CX programs helps steer the service experience
As customer experiences shift, so does the service strategy
Build robust CX and CRM programs
Building robust CX and CRM programs allows organizations to focus on the needs of its customers, making them the focal point of the organization and the decision-making process. This in turn leads to improved customer satisfaction, loyalty and advocacy.
Insights you can use
The consequences of getting things wrong with your customers have become more serious, from weakened financial performance to loss of market share. Gartner research can help transform your CRM and CX strategy by navigating uncertainty around the four pillars that are key to improving the service experience.
CRM Strategy and Technology
An effective CRM project requires customer-facing processes to be considered across the enterprise. These capabilities include the people, processes and technologies required to deliver the customer relationship strategy.
CX Processes and Methodologies
Organizations can boost the effectiveness of their customer initiatives with the aid of these best-practice customer experience processes and methodologies. Technology is also providing innovative ways to further manage, engage and learn about customers.
CX Project Planning, Prioritization, Execution and Measurement
Organizations must make critical decisions when it comes to its customers and determine which needs will be supported. Implementing a CX measurement system can help to signal whether these projects are meeting CX objectives.
Understanding Customer Needs, Expectations and Perceptions
The foundation of customer experience is understanding customers. Collecting direct, indirect or inferred customer feedback allows the organization to critically realign its strategy to improve the service experience.
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Gartner topic experts
The Gartner Customer Service and Support team includes experts worldwide.
Sarah Dibble
Sr Principal, Advisory
Peter Slease
VP, Team Manager
Devin PooleÂ
Senior Director, Advisory
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