Customer Relationship Management

News Analysis

• Informatica Moves Into the MDM Market by Acquiring Siperian
  2 February 2010

Vision & Strategy

Defining goals that reflect enterprise personality

• Social CRM Market Definition and Magic Quadrant Criteria
  5 February 2010
• Case Study: Helpstream, Building a Business With Amazon
  5 February 2010
• Top Business Processes for Customer Service, 2010 to 2012
  19 January 2010
• Predicts 2010: Customer-Centric Web Strategies
  1 December 2009
• Predicts 2010: CRM Marketing Is Building Demand on a Limited Budget
  23 November 2009
• Evaluating Microsoft, Oracle and SAP CRM Application Strategy
  8 October 2009
• Predicts 2010: CRM Sales Hinges on Effectively Applying Technology
  20 November 2009
• Ten Imperatives for Optimizing the Multichannel Management Customer Experience
  30 October 2009
• Don't Let a Good Crisis Go to Waste; CMOs Should Act Now to Innovate Marketing
  21 October 2009

Marketing & Sales

Improving alignment to cultivate customer relationships

• How to Establish Key KPIs for the Top CRM Marketing Processes
  6 January 2010
• Top Processes for CRM Marketing
  5 January 2010
• Top Processes for CRM Sales
  4 January 2010
• EMM Platforms Support the Marketing Ecosystem
  23 September 2009
• Customer Experiences With Omniture's Test&Target Website Product
  4 September 2009
• Use the Gartner MDM Maturity Model to Create Your MDM Road Map
  26 August 2009
• Research Overview for Sales Executives: The Return to Growth Depends on You
  21 August 2009
• The Customer Data Every Organization Should Have
  19 August 2009
• Marketing Performance Management: A Hierarchy of Analytic Applications and Tools
  14 August 2009
• Marketing Performance Management Applications: From Reporting to Optimization
  14 August 2009

Customer Service & Field Service

Management issues, strategies, analytics and service applications

• Pitfalls to Avoid Poor TCO During Web Customer Service Implementations
  28 January 2010
• Key Differentiating Criteria for Enterprise Feedback Management Vendors Through 2013
  20 January 2010
• Roundup of Recent Contact Center Workforce Optimization Research
  15 January 2010
• How to Differentiate CRM and CEM Initiatives
  7 December 2009
• The Four Styles of Customer Service Contact Center
  2 December 2009
• Predicts 2010: Customer Service Meets Social CRM
  1 December 2009
• Enterprise Feedback Management: Market Overview
  18 November 2009
• Customer-Centric Web Strategies: Responding to All Things Social
  17 November 2009
• The Top 10 Ways to Make a Website Customer-Centric
  6 November 2009
• The Business Impact of Social Computing: Real-World Results for Customer Engagement
  4 November 2009
• Case Study: Cable Provider Dramatically Improves Performance of Field Service
  26 October 2009
• Listen to the Customer in the Customer-Centric Web
  7 October 2009

Foundation Research - Vision & Strategy

• Ten Best Practices to Make CRM Project Change Management More Effective
  23 July 2009
• A Decision Framework for Delivering Sales Analytics More Effectively
  9 December 2008
• Applying Gartner's Eight Building Blocks of CRM
  23 July 2009
• Get the Best Performance Out of Your CRM Metrics
  27 July 2009
• How to Develop a CRM Strategy
  27 May 2009
• How to Create a Powerful CRM Vision
  28 May 2009
• Key Issues for CRM Strategies and Implementations, 2009
  8 April 2009
• Gartner's Top 39 CRM Case Studies, Sorted by Industry, for 2008
  31 July 2008
• How to Prepare IT for the Customer-Aligned Enterprise
  19 September 2006
• How to Use a Request for Information in CRM Product Evaluations
  9 January 2006

Foundation Research - Marketing & Sales

• Top Six CRM Sales Processes to Improve in a Cost-Constrained Economy
  21 May 2009
• Key KPIs for the Top Six CRM Marketing Processes
  19 March 2009
• Key Issues for CRM Marketing and Sales Strategies, Processes, and Technologies, 2009
  27 February 2009
• Five Best Practices for Establishing an Online Community for Marketing Benefits
  4 October 2006
• Introducing the Concept of Sales Performance Management
  21 June 2006
• Essential Building Blocks of Sales Incentive Compensation Management Software
  6 June 2006
• Method for Profiling Sales and Marketing Prospects
  9 May 2006
• Strategic Options for Establishing an Enterprise Marketing Management Platform
  27 April 2006

Foundation Research - Customer Support

• Customer-Centric Web Strategies: Responding to All Things Social
  17 November 2009
• Key Issues for Customer Experience Management, 2009
  27 February 2009
• Key Issues for Customer Service CRM Strategies, 2009
  27 February 2009
• The Future of the Contact Center: Service Is Key to Customer Strategy
  5 March 2009
• Key Issues for Contact Center Infrastructure, 2009
  20 March 2009
• Frequently Asked Questions About Implementing CRM With an ESP
  30 January 2009
• Predicts 2009: CRM Customer Service and Support
  10 November 2008
• Contact Center Workforce Optimization: A Framework for Success
  19 June 2006
• Use Analytics to Prove the Link Between Customer Satisfaction and Profitability
  3 March 2006
• Ten Secrets for Creating a Customer-Centric Enterprise
  22 December 2005

Magic Quadrants & Marketscopes

Which vendors are leaders, visionaries, challengers or niche players

• The Elusive CRM Magic Quadrant
  22 December 2009
• Magic Quadrant for CRM Contact Center BPO for North America
  16 December 2009
• Magic Quadrant for Contact Center Workforce Optimization
  12 October 2009
• MarketScope for Sales Configuration, 3Q09
  2 October 2009
• Magic Quadrant for E-Service Suites
  11 September 2009
• MarketScope for Price Optimization and Management Software for B2B
  31 July 2009
• Magic Quadrant for Sales Force Automation
  22 July 2009
• Magic Quadrant for Enterprise Marketing Management
  15 July 2009
• Magic Quadrant for Master Data Management of Customer Data
  16 June 2009
• Magic Quadrant for CRM Service Providers, Europe
  27 May 2009
• Magic Quadrant for CRM Service Providers, North America
  20 May 2009
• Magic Quadrant for Field Service Management
  5 May 2009
• Magic Quadrant for CRM Multichannel Campaign Management
  24 April 2009
• Magic Quadrant for CRM Customer Service Contact Centers
  3 April 2009
• Magic Quadrant for Marketing Resource Management
  9 February 2009

Hype Cycles

The wave of the future — or just hype? Gartner Hype Cycles show the difference

• Hype Cycle for E-Commerce, 2009
  11 September 2009
• Hype Cycle for Contact Center Infrastructure, 2009
  31 July 2009
• Hype Cycle for CRM Sales, 2009
  30 July 2009
• Hype Cycle for CRM Customer Service and Field Service, 2009
  24 July 2009
• Hype Cycle for CRM Marketing Applications, 2009
  21 July 2009

Vendor Ratings

The products, strategies and viability of specific vendors

• Vendor Rating: Salesforce.com
  9 June 2009

CRM Vendors

Comparing the key features of competitive products

• Vendor Rating: Microsoft
  3 August 2009
• The Gartner CRM Vendor Guide, 2009
  21 May 2009
• Cool Vendors in CRM Marketing and Analytics, 2009
  9 March 2009
• Cool Vendors in CRM Sales, 2009
  4 March 2009
• Cool Vendors in Customer Service Strategies, 2009
  3 March 2009
• Sage Provides Clarity on CRM Offerings
  17 September 2008