Gartner Research

Critical Capabilities for CRM and Customer Experience Implementation Services

Published: 18 May 2021

Summary

The complexity of CRM and CX implementation requirements challenges sourcing, procurement and vendor management leaders to identify optimum service providers. This research analyzes 11 capabilities that are important to speed up identification and down-selection of candidate implementation partners.

Included in Full Research

  • Accenture
  • Atos
  • BearingPoint
  • Capgemini
  • Cognizant
  • Deloitte
  • EY
  • HCL Technologies
  • IBM
  • Infosys
  • NTT DATA
  • Publicis Sapient
  • PwC
  • Reply
  • Salesforce
  • TCS
  • Wipro
  • Business Acumen
  • Business Process Transformation
  • Customer Service/Support Experience
  • Marketing CRM Experience
  • Sales CRM Experience
  • Commerce Experience
  • Customer Experience Architecture
  • Customer Data and Analytics
  • Technology Architecture/Integration
  • Digital Design and User Experience
  • Organizational Change Management
  • CRM Technology Implementation
  • Complex Customer Experience Implementation
  • Customer Strategy Consulting

Analysts:

Jim Longwood,  Brett Sparks,  Katie Gove,  Chrissy Healey

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:
Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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