The Customer Experience Management Maturity Model: Gartner Research

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The Customer Experience Management Maturity Model

Customer experience management is a discipline that requires an ongoing focus. Application leaders should use the Gartner CX management maturity model to gauge their organization’s CX management maturity, and then use that baseline to plan future improvements. 

Application leaders responsible for CRM and customer experience programs should leverage the Gartner CXM maturity model framework to: 

  • Assess their organization’s CXM maturity objectively and compare it with that of both their competitors and the best practices. 
  • Plan the destination and nature of their organization’s CXM journey. 
  • Engage with different stakeholders to discuss the business value of moving to the next level of CXM maturity. 

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