Tenth consecutive time in “Leaders” position since the inception of Gartner’s report
NEW YORK; Feb. 21, 2017 – Accenture is positioned in the “Leaders” quadrant of independent analyst firm Gartner Inc.’s recent report, “Magic Quadrant for CRM and Customer Experience (CX) Implementation Services, Worldwide1”. The report marks Accenture’s tenth consecutive time as Leader, a position achieved every year since the inception of the report.
According to the report, “Gartner defines the CRM and CX implementation service market as project-based services to help form a customer relationship or CX strategy and/or design, build, integrate and deploy process change and technology solutions that improve interactions between organizations and their customers. These projects have goals set out by sales, marketing, customer service, field service and digital commerce leaders, such as improving customer satisfaction, acquiring new customers, retaining existing customers, creating a single view of the customer, cross-selling or upselling to customers, improving campaign response rates, driving up customer advocacy or referrals, and gaining better margins through improved pricing.”
Following Gartner’s evaluation of 20 providers of CRM and CX strategy and implementation services, Gartner positioned Accenture in the Leaders quadrant. Accenture is able to deliver and add value for its clients by bringing the very best capabilities from across the business together, with Accenture Strategy setting the differentiated vision, Accenture Consulting transforming businesses for a digital world, Accenture Digital bringing design-thinking to customer experience, and Accenture Technology taking the lead on CX technology implementation.
“For the tenth consecutive time, Accenture has been recognised by Gartner as a leader in CRM and CX strategy and implementation. With consumer expectations rapidly changing and new opportunities rising at the intersection of business and technology, customer relevance is one of the highest priorities for organizations looking to build loyalty and maintain profitable customer relationships,” said Robert Wollan, senior managing director leading Advanced Customer Strategy, Accenture Strategy. “Organizations can only deliver the unique and personal experiences customers crave by putting them at the heart of the business. Accenture’s powerful combination of end-to-end capabilities, from strategy through to implementation, is helping clients drive impactful experiences which can lead to higher customer satisfaction and loyalty, increased customer acquisition and lower operational costs.”
Please visit www.accenture.com/Gartner2016 for more information on the report.
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Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture Strategy operates at the intersection of business and technology. We bring together our capabilities in business, technology, operations and function strategy to help our clients envision and execute industry-specific strategies that support enterprise wide transformation. Our focus on issues related to digital disruption, competitiveness, global operating models, talent and leadership help drive both efficiencies and growth. For more information, visit www.accenture.com/strategy.
1 Gartner, Inc. “Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide,” by Patrick J. Sullivan and Ed Thompson, December 1, 2016.
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