Gartner Blog Network

Category: 'crm-strategy-and-customer-experience' Blog Posts

from the Gartner Blog Network

Customer Experience in a Time of Continuous Change

by Don Scheibenreif  |  August 8, 2019

Last year, Gartner introduced the concept of ContinuousNext during our fall IT Symposium conference series. It’s a framework of interacting capabilities that help you maintain momentum and describe the most...

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Open Sesame - Can Alibaba Open the Door of Chinese Market for Salesforce?

by Olive Huang  |  July 25, 2019

Today Salesforce announced a strategic partnership with Alibaba. Very little was said in the announcement. Two things I think are quite important - The partnership includes Salesforce running Sales Cloud,...

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Wallets are Opening for CX Technology

by Jenny Sussin  |  June 13, 2019

Well ladies and gentlemen, two things we need to address to start this post: That whole goal I had about maintaining a regular blogging schedule? Out the window. That thing...

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Do you know your top 1% customers?

by Don Scheibenreif  |  May 7, 2019

Most organizations have a good idea who their best customers are. But do you know who your top 1% are? Do you know how are they using technology for advantage? Who...

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Ready for Gartner Customer Experience Summit 2019

by Don Scheibenreif  |  April 24, 2019

As a member of Gartner's Customer Experience research team in our IT practice, I am excited to be speaking at our upcoming Customer Experience and Technologies Summit May 22-23 in...

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"Customer Experience" Is Not the New "CRM"

by Jenny Sussin  |  April 1, 2019

Customer experience (CX) is not the just CRM rebranded, and this is something which is often misunderstood in the marketplace. Some of that is likely due to providers renaming their...

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