Article | 1 min read

Gartner predicts the future of CRM and customer experience

Last updated January 4, 2018

The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe Gartner’s new report, “Predicts 2018: CRM and Customer Experience”, can help prepare your business for the evolving world of CRM and the customer experience.

According to Gartner, “By 2020, the CRM application software market will overtake the data management market, thus becoming the largest of all software markets.” With this in mind, it’s important for application leaders to take action to avoid losing out.

Read the full report to learn how to plan strategically for the following Gartner’s findings:

  • CRM software will become the largest software market
  • Poor CRM will lead to a privacy violation and maximum GDPR sanction
  • Financial measurement of the ROI of customer experience will remain rare
  • Application leaders need to invest now

Predicts 2018: CRM and Customer Experience, E. Thompson, O. Huang, J. Poulter, B. Willemsen, M. Davis, W. R. Schulte, 23 November 2017.
Gartner’s report, “Gartner Predicts 2018: CRM and Customer Experience”, is no longer available for complimentary download. See below for more great insights from Gartner:
Zendesk scores highest for B2C in Gartner’s Customer Engagement report