Gartner, in its annual report titled Magic Quadrant for CRM and Customer Experience Implementation Services, once again ranked Deloitte as a global leader in customer relationship management (CRM) and customer experience (CX) implementation services for the fifth consecutive year. According to Gartner analysts, Deloitte Digital received top scores for the completeness of its CRM and CX vision.

– We are very pleased that Gartner, for the fifth time, has identified Deloitte as a key leader in CX (customer experience), meaning the experience customers have with an organization across multiple touchpoints. Leveraging our global CX Value solution and deep market expertise, we not only advise but also implement solutions and provide tools to measure the return on investment in customer experience. – says Hubert Anyżewski, Director of Experience Strategy & Design at Deloitte Digital. – Our experience and tools enable business-focused CX analysis, helping companies increase competitive advantage and build lasting relationships with consumers. – he adds.

Customer in the era of mobile apps

Experts at Deloitte Digital note that implementing CRM systems and designing and deploying customer experiences is especially important in the "era of mobile applications," which respond instantly to consumer needs and deliver personalized, precisely targeted content aligned with user interests. Users accustomed to mobile app convenience expect firms to offer the same speed and efficiency. This is evident in examples like Uber, whose success stems precisely from understanding this mechanism and responding to user needs.

- Today, when customer service approach increasingly determines a company’s sales success, many organizations are considering implementing CRM solutions. Competition among firms offering such technological solutions is growing. Therefore, Deloitte’s position as a leader in this field is a significant recognition. We have a large team of CRM and CX specialists in Poland as well and tailor our offerings to the domestic market. – comments Jan Michalski, Salesforce.com Lead, Partner at Deloitte Digital.

CRM boosts workforce productivity

Comprehensive IT solutions benefit not only customers but also employees. Salesforce's "Customer Relationship" research shows that CRM implementation increases workforce productivity by 30% and enables decision-making that is, on average, 35% faster. Additionally, it leads to quicker problem resolution and greater employee engagement.

– Implementing customer service systems allows organizations to centralize all client and company information in one place, grouping it as needed. This increases work efficiency, organizes client and employee relationships, and enables deeper understanding of customers to offer services that genuinely interest them. – adds Jan Michalski.

What is the CRM and CXI market?

Why Deloitte leads in CRM and customer experience services

Gartner prepares its ranking annually, using its proprietary Magic Quadrant methodology to analyze a specific market, its direction, and maturity. According to the agency, focusing on customer experience (CX) requires an information architecture approach, including capturing customer feedback (voice of the customer, VoC) and analyzing it. Gartner defines the CRM and customer experience implementation (CXI) market as services aimed at supporting customer relationships, developing CX strategies, and/or designing, building, integrating, and implementing changes in processes and technological solutions to improve relationships between organizations and their clients.

Summary

Gartner has once again recognized Deloitte as a global leader in CRM and customer experience implementation services for the fifth consecutive year, giving top marks to the completeness of Deloitte Digital’s vision. The firm leverages its global CX Value solution and tools to monitor the return on investment in customer experience.

According to Salesforce’s "Customer Relationship" research, implementing CRM systems increases workforce productivity by 30% and enables decision-making that is, on average, 35% faster. Gartner publishes its ranking annually, analyzing the direction and maturity of the CRM and CXI market.