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This research is provided for historical perspective;
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Hype Cycle for B2C CRM Technologies, 2006
29 June 2006
 
John Radcliffe   Esteban Kolsky   Gareth Herschel   Adam Sarner   Kimberly Collins   Ed Thompson   Michael Maoz   Bern Elliot   Gene Alvarez   Jim Davies   Andreas Bitterer   Jackie Fenn   Steve Cramoysan   Robert P. Desisto   Lee Geishecker   Charles Abrams   Gene Phifer   William Clark   Bill Gassman  

Business-to-consumer business models depend on marketing, sales and service technologies for optimizing relationships with consumers. This Hype Cycle can help you understand the relative maturity of these technologies and the benefits of adoption. It provides practical advice for deployment.




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Pages: 43






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Table of Contents


    
 Analysis

1.0
    
 What You Need to Know
2.0
    
 The Hype Cycle
3.0
    
 The Priority Matrix
4.0
    
 On the Rise

4.1
    
 Marketing Performance Management
4.2
    
 E-Commerce and Web 2.0
4.3
    
 E-Commerce On Demand
4.4
    
 Collaborative Service
4.5
    
 Customer Lifetime Value
4.6
    
 Overall MRM
4.7
    
 Dialogue Management
4.8
    
 Intent-Driven Systems
4.9
    
 Emotion Detection
4.10
    
 Audio Mining/Speech Analytics
4.11
    
 Contact Center Workforce Optimization
4.12
    
 Enterprise Feedback Management
4.13
    
 Multichannel Campaign Management
5.0
    
 At the Peak

5.1
    
 Customer Interaction Hub
5.2
    
 Real-Time Decisioning
5.3
    
 Search Marketing
5.4
    
 CDI Hub
5.5
    
 Contact Center On-Demand (SaaS)
5.6
    
 Event-Triggered Marketing
5.7
    
 Predictive Service Analytics
5.8
    
 Campaign Optimization
5.9
    
 Customer Data Mining
6.0
    
 Sliding Into the Trough

6.1
    
 Customer Profitability
6.2
    
 Natural-Language Processing
6.3
    
 Marketing Service Providers
6.4
    
 Lead Management
6.5
    
 Service-Oriented Business Applications
6.6
    
 Web Services for CRM Sales
6.7
    
 B2C CRM Verticalization
6.8
    
 Contact Center
6.9
    
 E-Mail Marketing
6.10
    
 Web Self-Service
6.11
    
 Loyalty Marketing
6.12
    
 Campaign Segmentation
7.0
    
 Climbing the Slope

7.1
    
 E-Marketing
7.2
    
 Field Service Management
7.3
    
 Data Quality Tools
7.4
    
 Web Analytics
7.5
    
 Order Management
7.6
    
 E-Commerce
7.7
    
 Campaign Tracking and Measurement
8.0
    
 Entering the Plateau

8.1
    
 Call Center
9.0
    
 Appendices

9.1
    
 Previous Iteration of the Hype Cycle
9.2
    
 Hype Cycle Phases, Benefit Ratings and Maturity Levels

    
 Recommended Reading


List of Tables


Table 1.  
 Hype Cycle Phases
 

Table 2.  
 Benefit Ratings
 

Table 3.  
 Maturity Levels
 

List of Figures


Figure 1. 
 Hype Cycle for B2C CRM Technologies, 2006
 

Figure 2. 
 Priority Matrix for B2C CRM Technologies, 2006
 

Figure 3. 
 For Reference: Hype Cycle for B2C CRM Technologies, 2005
 



Document History:
 
Hype Cycle for Consumer Relationship Technologies, 2007
27 July 2007
  
Hype Cycle for B2C CRM Technologies, 2006
29 June 2006
  




Browse Topics:
 
Customer Relationship Management
Sell-Side E-Commerce
Emerging Technologies




© 2006 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: 493300