According to the report, “CRM will continue to advance, as retailers require a deeper level of customer understanding than ever before to be effective. The next phase of CRM is about leveraging increasingly large volumes of available data from social, mobile and the IoT to better understand and predict customer behavior with real-time monitoring and analysis.”

Authored by Gartner analyst Kelsie Marian, the report highlights that “customer relationship management (CRM) remains a top retail priority as it directly contributes to customer acquisition, retention and revenue growth.”

“We are proud to be acknowledged by Gartner as a representative vendor in this critical area of retail CRM which we believe reinforces the value we deliver to our customers,” said Dr. Pallab Chatterjee, CEO, Symphony EYC.  “Our personalized marketing solutions, designed specially for retailers, are helping them identify their most profitable customers based on shopping/buying patterns, enabling delivery of more targeted multichannel offers and promotions.”

Adapting to the new realities of multichannel digital business “requires transformation to both the front and back ends of the organization, particularly in terms of culture, process and technology.”

View the Market Guide to learn more about the 5 major CRM processes as well as Gartner’s market analysis and recommendations for retail executives.


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