Gartner Says CRM Will Be at the Heart of Digital Initiatives for Years to Come
Hot Areas for CRM Investment Include Mobility, Social Media and Technologies, Web Analytics, and E-Commerce
STAMFORD, Conn., February 12, 2014 — Organisations are leveraging customer relationship management (CRM) technologies as a major part of their digital initiatives to enhance the customer experience, according to Gartner, Inc. Gartner said that demand for modern technology customer relationships is driving refreshed or expanded integration and usage of all areas of CRM software. The outlook continues to be positive for CRM as buyers focus on technologies that enable more-targeted customer interactions in multichannel environments.
“CRM will be at the heart of digital initiatives in coming years. This is one technology area that will definitely get funding as digital business is crucial to remaining competitive,” said Joanne Correia, research vice president at Gartner. “Hot areas for CRM investment include mobility, social media and technologies, web analytics and e-commerce.”