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Gartner Identifies the Top Six CRM Marketing Processes for a Cost-Constrained Economy


Align Marketing Investments and Cost Reductions to Survive the Downturn

STAMFORD, Conn., Marketing budgets are most at risk during economic downturns, but Gartner, Inc. has identified six marketing processes that can be automated to drive revenue and cut costs, maximizing marketing budgets and return on investments (ROIs).

“Blindly cutting marketing budgets during an uncertain economy will impair a company’s ability to retain and grow its customers, now, as well as when the market returns to more stable growth,” said Kimberly Collins, managing vice president at Gartner. “By aligning both investment and cost reductions in the right way, organizations will be best positioned to come through today’s trying economic times.”

Gartner advocates the use of six key marketing processes to help marketing drive revenue, cut costs and drive ROI, thus justifying its spending. Three of the processes — customer retention management, lead management and online marketing — focus on driving revenue; while the other three — creative production management, marketing fulfillment and financial management — are designed to improve accountability and cut costs.

1.Retention Management
Retaining high value or potential high-value customers is essential in difficult economic times. Gartner advises that organizations calculate the profitability and value of customers, identify those they want to keep and develop retention programs based on their customer segment and identified needs. This includes understanding how a customer may be affected by the economy and developing programs to support them. Event triggers can proactively identify when a customer’s circumstances may be about to change and staff should be trained and empowered to recognize this. Gartner predicts that in 2009, companies that develop effective retention management processes will reduce churn of profitable customers by at least 10 percent within six months.

2.Lead Management
By expanding marketing’s role in the lead management process, companies can improve lead quality and ensure higher conversion rates by sales. Gartner advocates leveraging marketing insights, such as using marketing data and content to augment leads prior to sending them to sales. Gartner expects companies that automate lead management processes in 2009 will increase revenue by at least 10 percent within six to nine months, despite the uncertain economy.

3.Online Marketing
The Web is a cost-effective way to reach customers and one of the easiest channels in which to measure marketing ROI. Gartner advises companies to identify and prioritize three to four online marketing initiatives and measure marketing ROI, increasing budget programs for those delivering high ROI. Gartner foresees that in 2009, companies that invest in new online marketing processes will drive at least a 10 percent increase in revenue within six months.

4. Creative Production Management
Automating creative production or product launches reduces time to market and improves resource allocation and efficiency, cutting marketing costs without cutting programs. A marketing resource management (MRM) module for creative production management can incorporate calendaring, tasks, project management, business rules and workflow, freeing up time for more-creative work. Gartner predicts that in 2009, companies that automate creative production will save 15 percent or more of their creative advertising budgets within three to six months.

5. Marketing Fulfillment
Marketing fulfillment solutions (often a module of MRM) provide 24/7 access to collaterals via portal, print-on-demand and procurement capabilities, helping companies save on paper, shipping and physical storage costs. Gartner expects that in 2009, companies that invest in marketing fulfillment solutions will eliminate 5 percent or more of marketing waste within three to six months.

6. Financial Management
In a difficult economy, improving marketing’s accountability is required to convince the finance department of the value of marketing’s programs. Gartner suggests creating a standard set of planning, budgeting and financial management processes for the marketing organization that, in turn, include processes for monitoring and alerting, thus allowing for ongoing financial management and reallocation of funds. Gartner predicts that in 2009, marketing organizations that invest in financial management capabilities will see fewer budget cuts.

Ms. Collins will provide additional analysis on the top CRM marketing processes for driving business value during the Gartner Customer Relationship Management Summit, March 3-4, at the Royal Lancaster Hotel in London. More information is available on Gartner’s Web site at

Additional information is also available in the Gartner report “The Top Six CRM Marketing Processes for a Cost-Constrained Economy.” The report is available on Gartner’s Web site at

Gartner, Inc. (NYSE: IT) is the world’s leading information technology research and advisory company. Gartner delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is the indispensable partner to 60,000 clients in 10,000 distinct organizations. Through the resources of Gartner Research, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A., and has 4,000 associates, including 1,200 research analysts and consultants in 80 countries. For more information, visit


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