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The Gartner CRM Vendor Guide, 2009
21 May 2009
 
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  

The CRM vendor landscape constantly evolves. As ongoing consolidation reduces the number of active vendors, new best-of-breed vendors appear, offering unique, innovative capabilities. Use this listing of CRM categories covered by Gartner to help select the right vendor for your organization's needs.





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Table of Contents

Contents
  • Analysis
    • 1.0 Market Forecast: Long-Term Outlook for CRM Remains Strong
      • 1.1 Economic Impact
      • 1.2 The 2009 Forecast
    • 2.0 Cool Vendors
      • 2.1 Cool Vendors, 2005 to 2008
    • 3.0 CRM Suites for Small or Midsize Businesses
      • 3.1 SMB CRM Suite Vendors
    • 4.0 Customer-Centric Web Strategy Vendors
      • 4.1 Market Description
      • 4.2 E-Marketing
      • 4.3 Contextual Marketing
      • 4.4 Addressable Branding/Advertising
      • 4.5 Community Marketing
      • 4.6 Transactional Marketing
    • 5.0 Web Analytics
      • 5.1 E-Commerce
      • 5.2 Software/Platform/Service Providers
      • 5.3 Open Source
      • 5.4 Web Site Personalization
      • 5.5 Product Visualization
      • 5.6 Product Reviews
      • 5.7 Order Management
      • 5.8 Social-Shopping Sites
      • 5.9 Social Commerce
    • 6.0 E-Service
      • 6.1 Knowledge Management for Web Self-Service
      • 6.2 E-Mail Response Management System
      • 6.3 Web Chat
      • 6.4 Virtual Assistant
    • 7.0 Marketing Automation
      • 7.1 Campaign Management (Relationship Marketing) Providers
      • 7.2 Event-Triggered Marketing Providers
      • 7.3 Lead Management
      • 7.4 Marketing Optimization Software and Service Providers
      • 7.5 Marketing Resource Management
      • 7.6 Enterprise Marketing Management
      • 7.7 MPM
    • 8.0 SFA
      • 8.1 Core SFA Vendors
      • 8.2 Sales Content Management
      • 8.3 Sales Information Services
      • 8.4 Proposal Generation
      • 8.5 Price Optimization and Management
      • 8.6 Sales Training Solutions
      • 8.7 Sales Configuration Vendors
      • 8.8 Sales Incentive Compensation Management Software
      • 8.9 Sales Performance Management
      • 8.10 Territory Management Software
      • 8.11 Sales Analytics
    • 9.0 Customer Service, the CRM Contact Center and Field Service
      • 9.1 Customer Service Contact Center Applications
      • 9.2 Contact Center Workforce Optimization
      • 9.3 Call Recording and Quality Management Software
      • 9.4 Workforce Management
      • 9.5 E-Learning
      • 9.6 Agent Coaching
      • 9.7 Contact Center Performance Management Solutions
      • 9.8 Interaction Analytics
      • 9.9 Field Service Management
      • 9.10 Contact Center Infrastructure
      • 9.11 Voice Self-Service
    • 10.0 CRM Analytics
      • 10.1 Cross-Functional Customer Analytics
    • 11.0 Marketing Analytics
      • 11.1 MPM
      • 11.2 Marketing Optimization Software and Service Providers
    • 12.0 Sales Analytics
      • 12.1 Sales Performance Management
      • 12.2 Sales Analytics
      • 12.3 Price Optimization and Management
      • 12.4 Sales ICM Software
      • 12.5 Territory Management Software
    • 13.0 Service Analytics
      • 13.1 Contact Center Performance Management Solutions
      • 13.2 Interaction Analytics
    • 14.0 Customer Experience Management
      • 14.1 Enterprise Feedback Management
      • 14.2 Customer Experience Management Service Providers
    • 15.0 MDM of Customer Data Systems
      • 15.1 Specialist Vendors
    • 16.0 Regional CRM Application Software Specialists
      • 16.1 North American CRM Application Software Specialists
      • 16.2 European CRM Application Software Specialists
      • 16.3 Asia/Pacific CRM Application Software Specialists
    • 17.0 CRM Business Process Outsourcers
      • 17.1 Providers With Capabilities in North America
      • 17.2 Providers With Capabilities in EMEA
      • 17.3 Providers With Capabilities in the Asia/Pacific Region
    • 18.0 CRM Service Providers
      • 18.1 Providers With Capabilities in North America
      • 18.2 Providers With Capabilities in EMEA
      • 18.3 Providers With Capabilities in the Asia/Pacific Region and Japan
  • Recommended Reading
Tables
Table 1.
Total CRM Software Revenue by Subsegment, 2007-2012 (in Millions of Dollars)
Figures
Figure 1.
Customer-Centric Web Strategy Applications and Infrastructure




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: 987413