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Hype Cycle for B2B CRM Technologies, 2004
6 July 2004
 
Robert P. Desisto   Michael Maoz   Kimberly Collins   Esteban Kolsky   Joe Galvin   Jim Davies   Dale Hagemeyer   Gareth Herschel  

Customer relationship management is no longer "one size fits all": Business customers and consumers have different needs that require different technology capabilities. This Hype Cycle explores business-to-business CRM technologies.







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Table of Contents


1.0
    
 Hype Cycle for B2B CRM Technologies, 2004

2.0
    
 On the Rise

2.1
    
 Collaborative Service
2.2
    
 Presence Detection/GPS
2.3
    
 Pricing Applications
2.4
    
 Intent-Driven Systems
2.5
    
 Sales Analytics
2.6
    
 Distributed Order Management
2.7
    
 Marketing Suites
2.8
    
 Service Management
2.9
    
 Intelligent Device Management/Remote Diagnostics
2.10
    
 Overall MRM

3.0
    
 At the Peak

3.1
    
 Incentive Compensation
3.2
    
 Predictive Service Analytics
3.3
    
 SFA Application Service Providers
3.4
    
 Agent Performance Management/Performance Dashboard
3.5
    
 Web Services

4.0
    
 Sliding Into the Trough

4.1
    
 Natural Language Processing
4.2
    
 Marketing Service Providers
4.3
    
 Lead Management
4.4
    
 Wi-Fi
4.5
    
 Promotion Management
4.6
    
 Segmentation
4.7
    
 Sales Knowledge Management
4.8
    
 Web Self-Service Agents
4.9
    
 Partner Relationship Management

5.0
    
 Climbing the Slope

5.1
    
 B2B Sales Order Management
5.2
    
 Campaign Management
5.3
    
 B2B Electronic Commerce
5.4
    
 Sales Reporting

6.0
    
 Entering the Plateau

6.1
    
 Sales Configuration
6.2
    
 Opportunity Management

7.0
    
 Conclusions

Appendix A.
    
 Hype Cycle Phase Definitions

Appendix B.
    
 Benefit Rating and Maturity Level Definitions

Appendix C.
    
 Acronym Key


List of Figures


Figure 1. 
 Hype Cycle for B2B CRM Technologies, 2004
 

Figure 2. 
 Benefit Ratings
 

Figure 3. 
 Maturity Levels
 



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Resource Id: 452175