ID Number: G00245944



The Gartner CRM Vendor Guide, 2013
4 December 2012
 
Jim Davies   Ed Thompson   Michael Maoz   Robert P. Desisto   Kimberly Collins   Joanne M. Correia   Praveen Sengar   Chris Fletcher   Patrick Stakenas   Penny Gillespie   Adam Sarner   Jeff Freyermuth   Jenny Sussin   Drew Kraus   Bern Elliot   Johan Jacobs   Gareth Herschel   TJ Singh   Patrick J. Sullivan   Twiggy Lo   Tsuyoshi Ebina   John Radcliffe  

This guide will help IT leaders and others charged with selecting CRM technology identify key vendors in 98 subdomains of CRM. These categories span sales, e-commerce, marketing and customer service, and provide a detailed view of operational, social, analytical and mobile functionality.





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Table of Contents

Contents
  • Analysis
    • Market Forecast: Positive Outlook for CRM, Worldwide, Through 2016
    • Cool Vendors
      • Cool Vendors, 2012
      • Cool Vendors, 2011 Through 2005
    • Sales
      • Operational
      • Analytical
      • Social
      • Mobile
    • E-Commerce
      • Operational
      • Analytical
      • Social
      • Mobile
    • Marketing
      • Operational
      • Analytical
      • Social
      • Digital Marketing
      • Mobile
    • Customer Service and Support
      • Operational
      • Analytical
      • Social
      • Web Customer Service
      • Mobile
    • Customer Experience Management
      • Enterprise Feedback Management
      • Voice of the Customer
      • Customer Experience Management Service Providers
    • Information Management and Analytics
      • MDM of Customer Data Solutions
      • Web Analytics
      • Customer Profitability Analytics
      • Customer Data Mining
      • Real-Time Best Next Action
      • Text Mining
    • Regional CRM Specialists
      • European CRM Application Software Specialists
      • Asia/Pacific CRM Application Software Specialists
    • CRM Business Process Outsourcers
      • Providers With Capabilities in North America
      • Providers With Capabilities in Latin America
      • Providers With Capabilities in EMEA
      • Providers With Capabilities in the Asia/Pacific Region
    • CRM Service Providers
      • CRM Service Providers With Capabilities in North America
      • CRM Service Providers With Capabilities in EMEA
      • CRM Service Providers With Capabilities in Asia/Pacific and Japan
      • CRM Service Providers for SaaS implementations
    • CRM Suites for Small or Midsize Businesses
      • SMB CRM Suite Vendors
  • Recommended Reading
Tables
Table 1.
CRM Software Revenue Forecast, Worldwide, 2009 to 2016 ($ in Millions)




© 2012 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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