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Hype Cycle for B2C CRM Technologies, 2004
6 July 2004
 
John Radcliffe   Kimberly Collins   Michael Maoz   Ed Thompson   Adam Sarner   Ted Friedman   Esteban Kolsky   Gareth Herschel   Robert P. Desisto   Whit Andrews   Bern Elliot   Yefim V. Natis   Jim Davies   Beth L. Eisenfeld  

Select a business-to-consumer customer relationship management technology, such as customer data integration and customer experience management, based on its potential customer and financial benefits, as well as your risk tolerance.







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Table of Contents


1.0
    
 Hype Cycle for B2C CRM Technologies, 2004

2.0
    
 On the Rise

2.1
    
 Wireless CRM
2.2
    
 Collaborative Service
2.3
    
 Lifetime Value
2.4
    
 Online Dialogue
2.5
    
 Marketing Optimization
2.6
    
 SOBAs
2.7
    
 Packaged Integrating Processes
2.8
    
 Speech Analytics
2.9
    
 Business Process Fusion
2.10
    
 Overall MRM

3.0
    
 At the Peak

3.1
    
 Customer Interaction Hub
3.2
    
 Customer Data Integration
3.3
    
 Advanced Web Services
3.4
    
 Current Customer Profitability
3.5
    
 Customer Experience Management
3.6
    
 Predictive Service Analytics
3.7
    
 B2C CRM Suites
3.8
    
 Customer Predictive Analytics
3.9
    
 E-Mail Marketing
3.10
    
 Event-Triggered Marketing

4.0
    
 Sliding Into the Trough

4.1
    
 Natural Language Processing
4.2
    
 B2C CRM Frameworks
4.3
    
 B2C CRM Verticalization
4.4
    
 Contact Centers
4.5
    
 Lead Management
4.6
    
 Field Service Management
4.7
    
 Segmentation
4.8
    
 B2C CRM Overall

5.0
    
 Climbing the Slope

5.1
    
 CRM Implementation
5.2
    
 Affinity/Loyalty Programs
5.3
    
 Campaign Management
5.4
    
 B2C Electronic Commerce
5.5
    
 Data Quality

6.0
    
 Entering the Plateau

6.1
    
 Call Centers

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 B2C CRM Technologies, 2004
 

Figure 2. 
 Benefit Ratings
 

Figure 3. 
 Maturity Levels
 



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© 2004 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




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