Hype Cycle for B2B CRM Technologies, 2005

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ID Number: G00127567

This research is provided for historical perspective;
portions of this document may not reflect current conditions.

30 June 2005

Scott D. Nelson Esteban Kolsky Michael Maoz Robert P. Desisto Kimberly Collins Jim Davies Dale Hagemeyer Gareth Herschel

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

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Pages: 18

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Table of Contents

1.0

The Hype Cycle

2.0

On the Rise

2.1		Economic Value of Customer
2.2		Collaborative Service
2.3		Presence Detection/GPS
2.4		Distributed Order Management
2.5		Intent-Driven Systems
2.6		Service Resource Planning
2.7		Marketing Suites
2.8		Sales Analytics

3.0

At the Peak

3.1		Pricing Management Software for B2B Selling Models
3.2		Support Automation/IDM
3.3		Overall MRM
3.4		SFA Application Service Providers
3.5		Predictive Service Analytics
3.6		Incentive Compensation

4.0

Sliding Into the Trough

4.1		Agent Performance Management/Performance Dashboard
4.2		Natural-Language Processing
4.3		Lead Management
4.4		Marketing Service Providers
4.5		Web Services
4.6		Wi-Fi
4.7		Segmentation
4.8		Web Self-Service
4.9		Partner Relationship Management
4.10		Sales Knowledge Management
4.11		Promotion Management

5.0

Climbing the Slope

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

6.0

Entering the Plateau

6.1		Sales Configuration
6.2		Opportunity Management

7.0

Appendix A: Previous Iteration of the Hype Cycle

8.0

Appendix B: Hype Cycle Phases, Benefit Ratings and Maturity Levels

List of Tables

	Table 1.	Hype Cycle Phases

	Table 2.	Benefit Ratings

	Table 3.	Maturity Levels

List of Figures

	Figure 1.	Hype Cycle for B2B CRM Technologies, 2005

	Figure 2.	Hype Cycle for B2B CRM Technologies, 2004

Customer Relationship Management
Sell-Side E-Commerce
Emerging Technologies

© 2005 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.

Resource Id: 482395