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The Gartner CRM Vendor Guide, 2010
13 August 2010
 
Jim Davies   Michael Maoz   Adam Sarner   Ed Thompson   Gareth Herschel   Gene Alvarez   Johan Jacobs   Michael Dunne   Sharon A. Mertz   John Radcliffe   Drew Kraus   Matthew Goldman   Robert P. Desisto   Denise Ganly   Twiggy Lo   Steve Cramoysan   Carol Rozwell   Kimberly Collins   TJ Singh   Chris Fletcher   Tsuyoshi Ebina  

2010 was a transformative year for CRM. Ongoing consolidation, collaboration, social media and context-aware computing reshaped CRM capabilities and, as a result, market demand. Use this listing of CRM vendors to help select the right vendor for your organization's needs.





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Table of Contents

Contents
  • Analysis
    • 1.0 Market Forecast: Growth Slows, but Long-Term Outlook for CRM Remains Positive
      • 1.1 The 2010 Forecast
    • 2.0 Cool Vendors
      • 2.1 Cool Vendors 2010
      • 2.2 Cool Vendors 2009 Through 2005
    • 3.0 Social CRM
      • 3.1 Market Overview
      • 3.2 Cross-Functional Capabilities
      • 3.3 Customer-Specific Functions
      • 3.4 Administrative Functions
      • 3.5 Delivery Methods
    • 4.0 Sales: Operational
      • 4.1 Sales Force Automation (SFA)
      • 4.2 Sales Contract Management
      • 4.3 Sales Content Management
      • 4.4 Sales Information Services
      • 4.5 Proposal Generation
      • 4.6 Price Optimization and Management
      • 4.7 Sales Training Solutions
      • 4.8 Sales Incentive Compensation Management (ICM) Software
      • 4.9 Sales Configuration Vendors
    • 5.0 Sales: Analytical
      • 5.1 Sales Performance Management
      • 5.2 Sales Analytics
      • 5.3 Price Optimization and Management
      • 5.4 Sales ICM Software
      • 5.5 Territory Management Software
    • 6.0 Sales: Social
      • 6.1 Product Review
      • 6.2 Social-Shopping Sites
      • 6.3 Social Commerce
      • 6.4 Social Prospecting/Frontline Research
      • 6.5 Social Community/Networking for Sales
    • 7.0 Sales: Web
      • 7.1 Open Source
      • 7.2 Website Personalization
      • 7.3 Product Visualization
      • 7.4 Product Reviews
      • 7.5 Order Management
      • 7.6 Mobile E-Commerce/M-Commerce
      • 7.7 Mobile Marketing
      • 7.8 International Shipping Capabilities
    • 8.0 Marketing: Operational
      • 8.1 MRM
      • 8.2 Enterprise Marketing Management (EMM)
      • 8.3 Lead Management
      • 8.4 Multichannel Campaign Management (MCCM) Providers
      • 8.5 Event-Triggered Marketing Providers
    • 9.0 Marketing: Analytical
      • 9.1 MPM
      • 9.2 Marketing Optimization Software and Service Providers
    • 10.0 Marketing: Social
    • 11.0 Marketing: Web
      • 11.1 Contextual Marketing
      • 11.2 Addressable Branding/Advertising
      • 11.3 Transactional Marketing
    • 12.0 Customer Service and Support: Operational
      • 12.1 Customer Service Contact Center Applications
      • 12.2 Contact Center Workforce Optimization (WFO)
      • 12.3 Call Recording and Quality Management Software
      • 12.4 Workforce Management
      • 12.5 E-Learning
      • 12.6 Agent Coaching
      • 12.7 Field Service Management
      • 12.8 Contact Center Infrastructure (CCI)
      • 12.9 Voice Self-Service
    • 13.0 Customer Service and Support: Analytical
      • 13.1 Contact Center Performance Management Solutions
      • 13.2 Interaction Analytics
    • 14.0 Customer Service and Support: Social
      • 14.1 Social Software for Customer Engagement and Support
    • 15.0 Customer Service and Support: Web
      • 15.1 Knowledge Management for Web Self-Service
      • 15.2 Web Customer Service (WCS) Suites
      • 15.3 Virtual Assistant
      • 15.4 Other Players
    • 16.0 Cross-Function: Operational
      • 16.1 Customer Experience Management
      • 16.2 MDM of Customer Data Systems
    • 17.0 Cross-Function: Analytical
      • 17.1 Web Analytics
      • 17.2 Customer Profitability Analytics
      • 17.3 Customer Data Mining
      • 17.4 Real-Time Best Next Action
      • 17.5 Speech Analytics
    • 18.0 Cross Function: Social
      • 18.1 Social-Media Monitoring
    • 19.0 Cross-Function: Web
      • 19.1 Web Analytics
    • 20.0 CRM Suites for Small or Midsize Businesses (SMBs)
      • 20.1 SMB CRM Suite Vendors
    • 21.0 Regional CRM Specialists
      • 21.1 North American CRM Application Software Specialists
      • 21.2 European CRM Application Software Specialists
      • 21.3 Asia/Pacific CRM Application Software Specialists
    • 22.0 CRM Business Process Outsourcers
      • 22.1 Providers With Capabilities in North America
      • 22.2 Providers With Capabilities in Latin America
      • 22.3 Providers With Capabilities in EMEA
      • 22.4 Providers With Capabilities in the Asia/Pacific Region
    • 23.0 CRM Service Providers
      • 23.1 CRM Service Providers With Capabilities in North America
      • 23.2 CRM Service Providers With Capabilities in EMEA
      • 23.3 CRM Service Providers With Capabilities in Asia/Pacific and Japan
      • 23.4 CRM Service Providers for SaaS implementations
  • Recommended Reading
Tables
Table 1.
Total CRM Software Revenue Forecast, Worldwide, 2007 to 2014 (Millions of Dollars)




Document History:
 
The Gartner CRM Vendor Guide, 2012
29 November 2011
  
The Gartner CRM Vendor Guide, 2010
13 August 2010
  
The Gartner CRM Vendor Guide, 2009
21 May 2009
  
The Gartner CRM Vendor Guide, 2008
18 April 2008
  




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Resource Id: 1421922