Deloitte named a leader in CRM and Customer Experience by Gartner

Gartner, the world’s leading information technology and advisory company, named Deloitte a Leader, positioned highest for ability to execute and furthest for completeness of vision, in its February 2019 report titled, “Magic Quadrant CRM and Customer Experience Implementation Services, Worldwide”.

Gartner’s Magic Quadrant evaluates 18 Customer Relationship Management (CRM) and customer experience (CX) implementation service providers, defining Leaders as those companies who “bring a wide range of business, analytic and technical capabilities, including Customer Experience strategy, business consulting, customer analytics, enterprise architecture and design, CRM and other customer-facing technology expertise, industry-specific domain expertise and digital design capabilities. They demonstrate strong comparative revenue and growth. They can scale across multiple geographic regions and are consistent in delivering high client satisfaction.”

Deloitte is positioned as the Leader of the pack due to market presence, scale, consulting expertise and Customer Experience transformation competencies. The firm has built a strong reputation as a “creative digital consultancy” and has consulting, design and implementation skills all in one organizational structure. This makes it a good fit for enterprises that seek complex CX solutions requiring business-consulting-led approaches with an ultimate aim to achieve competitive differentiation.

Gartner estimates that Deloitte is the largest CX and CRM implementation service provider worldwide, with 2017 CX and CRM revenue estimated to be $3.8 billion.

Other findings of the report:

Business outcome orientation — Deloitte approaches CX services as part of digital business transformation, leveraging business and industry consulting, along with CX expertise and technology. Customer references commented on Deloitte’s ability to develop approaches and then implement solutions in response to desired business outcomes.

Scale and breadth — Deloitte has one of the broadest sets of capabilities from business strategy consulting to design and digital marketing agency skills through to technology implementation and integration resources. It supplements these with its human capital, financial audit, risk and finance advisory practices on projects when needed. Deloitte has either the largest or second-largest application CRM software technology practices with all the main application vendors.

Collaborative innovation — Multiple references commented on Deloitte’s ability to bring ideas to clients and executives to refine the vision and strategy. They also commented as to Deloitte’s style of collaboration and partnership. Deloitte’s focus is on business transformation and the innovation process, and collaborative ideation is centered on business executives dedicated to the client’s success.

If you are interested in talking to Deloitte Malta about CRM or CX please reach out to Ludwig Micallef on lmicallef@deloittedigital.com.mt

For more information, please visit www.deloitte.com/mt/digital

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