Customer Relationship Management

News Analysis

• Executive Summary: Engaging the Customer
  30 April 2008
• Microsoft's CRM SaaS Solution Has Low Price, Limited Audience
  29 April 2008
• Sword Extends Its Reach With Graham Technology Acquisition
  2 April 2008
• Portrait to Buy Million Handshakes for Outbound Campaigns
  27 March 2008

Vision & Strategy

Defining goals that reflect enterprise personality

• Embarq Gains Strategic Value by Implementing a Sales ICM System
  6 May 2008
• Self-Service and Live Agents Work Together
  11 April 2008
• Callidus Acquires Compensation Technologies to Focus on Services and Hosting
  9 April 2008
• Three Tactical CRM Trends Every Executive Must Consider Through 2009
  7 April 2008
• What's 'Hot' in CRM Applications in 2008
  25 March 2008
• CRM Issues Facing Clients in Four Asia/Pacific Countries
  17 March 2008
• The Five Competencies of MRM 'Re-' Defined
  14 March 2008
• Open-Source Software in CRM, ERP and SCM Business Applications, 2008
  14 March 2008
• Open Source in the CRM Application Market, 2008
  10 March 2008
• Changing Architectural Styles for CRM Applications, 2007-2012
  10 March 2008
• Open Source in SaaS, 2008
  6 March 2008
• CRM Case Study: How to Successfully Implement a Customer Complaint Management Solution
  6 March 2008
• Cost Cutting for Banks to Derive Value From Multichannel Integration With a Shrinking IT Budget
  4 March 2008
• How to Prioritize CRM Technology Investments in Different Economic Climates
  29 February 2008
• Strategic Framework for Contact Center Workforce Optimization
  28 February 2008
• Q&A on the Relationship Between Enterprise Architecture and Competency Centers
  28 February 2008
• Cost Cutting in E-Commerce
  25 February 2008
• Use Marketing Resource Management During Economic Uncertainty to Cut Costs and Manage Resources
  22 February 2008
• NetSuite's IPO Will Be an Early Measure of SaaS Business Application Suite Success
  4 February 2008
• Case Study: DST Output Increases Value Proposition for Print Communications
  30 January 2008
• Case Study: Health Management Company Deploys Voice Biometrics for Caller Verification
  8 January 2008
• The Top Seven Customer Service Processes, 2008 to 2011
  7 January 2008
• Use the Gartner MDM Maturity Model to Show the Business Benefits of MDM Investments
  4 January 2008
• How 'Generation V' Will Change Your Business
  3 January 2008
• Defining Generation V: The Virtual Generation
  3 January 2008
• The Four Cultural Models of CRM Implementations for Strategic Change
  28 December 2007
• Gartner's Strategic Six-Step Model for CRM Change Management Success
  26 December 2007
• Survey Highlights Themes to Be Addressed at the 2008 European Gartner CRM Summit
  21 December 2007
• How to Improve the Customer Experience
  21 December 2007
• Oracle OpenWorld: Applications Unlimited Continues to Dominate Over Fusion
  18 December 2007
• New SAP CRM Release Has New User Interface and Capabilities
  17 December 2007
• Technology's Important Role in Customer Experience Management
  17 December 2007
• Why Software Is Failing in CRM Initiatives
  3 December 2007
• Predicts 2008: CRM Investments Will Shift to Fuel Increased Return on Investment
  30 November 2007
• Usability Drives User Experience; User Experience Delivers Business Value
  28 November 2007
• 10 Best Practices for Customer Data Integration
  5 November 2007
• 2007 CRM Summit: E-Commerce Survey Findings
  2 November 2007
• Six Business Imperatives Will Shape IT Investments
  30 October 2007
• Learn the Economic Advantages of a Pure SaaS Vendor
  26 October 2007
• Top 10 Marketing Processes for 2008 to 2013
  23 October 2007
• Gartner CRM Summit 2007 Explores a 'Critical Phase' in CRM
  22 October 2007
• Navigating SAP Supplier Relationship Management Licensing and Bundling
  15 October 2007
• How E-Learning Is Evolving to Become an Essential Contact Center Tool
  15 October 2007
• The Role of SaaS Changes as Market Segments Evolve
  26 September 2007
• The Role of Analytics in Adding Value to Business Processes
  21 September 2007
• Classifying and Prioritizing Software Vulnerabilities
  18 September 2007
• Planning for Oracle E-Business Suite Release 12
  28 August 2007
• SugarCRM Announces the Adoption of GPL Version 3
  27 August 2007
• The Evolution of Business Intelligence: The Four Worlds
  6 July 2007
• Microsoft Dynamics Live CRM Holds Promise but Faces Challenges
  31 July 2007
• Eight Best Practices in Lead Management
  26 July 2007
• Gain Long-Term CRM Success via Operational, Analytical and Collaborative Technology Environments
  17 July 2007
• SaaS-Based Solutions for Corporate Performance Management
  6 July 2007
• SAP Strategy Changes with A1S
  28 June 2007
• Findings From Gartner's Business Process Applications Research Community: A Holistic System View Enables End-to-End Order Management Success
  26 June 2007
• IT Organizations Will Need Eight Technologies to Provide 'Greener' Services
  16 May 2007
• Harry Rosen Improves Retail Sales Effectiveness With Superior Information Access
  3 May 2007
• Case Study: GBC Wins Award With Innovative Changes to CRM Strategy
  1 May 2007
• How Customer Process Attributes Affect the Customer Experience
  11 April 2007
• How BPM Can Enhance the Eight Building Blocks of CRM
  6 April 2007

Marketing & Sales

Improving alignment to cultivate customer relationships

• Shaklee Shakes Up Gartner's 2007 CRM Excellence Awards
  30 April 2008
• Microsoft's Convergence 2008 Shows a Higher Focus on Technology Than Business Applications
  30 April 2008
• Nine Web 2.0 Tools Can Boost E-Commerce Sales
  23 April 2008
• Increasing End-User Adoption Is the Focus of Oracle CRM On Demand Release 15
  7 April 2008
• MarketScope for Price Optimization and Management, 2008
  20 March 2008
• Electronic Arts Wins the Game at Gartner's 2007 CRM Excellence Awards
  14 March 2008
• Key Issues for CRM Marketing and Sales Strategies, Processes, and Technologies, 2008
  10 March 2008
• How MDM Can Help Enterprises Achieve a Single View of Product
  4 March 2008
• Investigate Sales Effectiveness Applications to Boost Sales Execution
  3 March 2008
• Five Steps to Successful Event-Triggered Marketing
  10 January 2008
• Itemized IT Investment by Japanese Firms: Ratio of External IT Services on the Rise
  17 December 2007
• Salesforce.com Enters the Application Platform Market at Dreamforce
  31 October 2007
• Vendors' Obsessions With SaaS Labels in Lieu of Customer Value
  26 October 2007
• Look Beyond the Fees per User per Month When Comparing SaaS CRM Vendors
  18 September 2007
• Acquisition Will Solidify Unica's Commitment to MRM on Demand
  12 July 2007
• E-Marketing Is the Fastest-Growing Area in Marketing Automation
  20 June 2007
• Sales Performance Management: How It Relates to and Differs From CPM
  15 June 2007
• SAP SRM Product Review
  21 May 2007
• Marketing Technology Decisions Must Balance Business and IT Requirements
  4 May 2007
• Salesforce.com Challenges Conventional Thinking With Web Application Platform
  13 April 2007
• Sales Force Automation on Demand: Not as Tactical as You Might Think
  11 April 2007
• Sales Incentive Compensation Management Achieves Operational Benefits, but Must Focus on Strategic Value
  5 April 2007

Customer Service & Field Service

Management issues, strategies, analytics and service applications

• Standard Bank of South Africa Wins Gartner's 2008 CRM Excellence Award in EMEA
  3 April 2008
• Key Issues for Customer Service and Field Service Strategies, 2008
  17 March 2008
• Integrated Technologies Drive Contact Center Workforce Optimization Growth
  29 January 2008
• The Top Seven Customer Service Processes, 2008 to 2011
  7 January 2008
• How to Justify a Self-Service Implementation
  18 December 2007
• How to Integrate Customer Feedback Into Business Processes
  18 December 2007
• Service Providers That Can Help Design and Enable the Customer Experience
  18 December 2007
• IT Service Desks Adopt Call Center Best Practices/Technologies
  20 November 2007
• Fifty Things to Do Right Now to Improve the Customer Experience
  9 November 2007
• CRM Printing, W2P and Mail Dominate Industry Event
  26 October 2007
• Eight Styles for End-to-End Order Management
  3 October 2007
• The Benefits of Contextual Performance Management in the Contact Center
  10 August 2007
• Providers Wake Up: Clients Are Waiting for Your, or Someone Else's, IT Utility
  6 July 2007
• Inspiring Vendors to Participate in Strategic Vendor Management Programs
  15 June 2007
• How to Determine the Generations of CRM E-Commerce Customer Experience
  13 April 2007
• Cool Vendors in CRM Customer Service and Field Service, 2007
  7 March 2007
• Seven Steps to Customer Process Re-engineering
  2 March 2007
• Key Issues for Customer-Service and Field-Service Strategies, 2007
  15 January 2007
• Investigate How CRM Technologies Improve Customer Experiences
  12 December 2006
• Balancing Productivity With the Customer Experience During CSS Investment
  11 December 2006
• Predicts 2007: Poor Customer Service Will Undercut All IT Efforts
  10 November 2006
• Consider Your Customers' Needs When Outsourcing CRM
  6 July 2006
• How to Assess Whether Activity-Based Costing Is Needed for Customer Value Analysis
  9 May 2006

Foundation Research - Vision & Strategy

• What's Hot in CRM Applications in 2007
  20 February 2007
• How to Develop a CRM Strategy
  16 February 2007
• Software as a Service for Contact Center CRM: Limited but Promising
  14 September 2006
• How to Prepare IT for the Customer-Aligned Enterprise
  19 September 2006
• Choose the Right E-Commerce Model to Own and Operate a Successful Business
  8 February 2006
• Predicts 2007: A Return to Growth Fuels Marketing Technology Spending
  8 November 2006
• The Eight Building Blocks of CRM
  17 August 2001
• Eight Steps to Implementing a Successful CRM Project
  18 October 2006
• Key Issues for CRM Strategy and Implementation, 2006
  10 February 2006
• How to Use a Request for Information in CRM Product Evaluations
  9 January 2006
• Creating the Single Customer View With Customer Data Integration
  9 January 2006

Foundation Research - Marketing & Sales

• Four Online CRM Technologies Will Increase Conversion Rates in 2007
  8 November 2006
• Predicts 2007: Diversity Persists in the CRM SFA Market
  10 November 2006
• 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
• The Importance of Aligning Campaign Management With Contact Center Workforce Optimization
  10 May 2006
• Use Sales Force Role Requirements to Choose Mobile Devices and Connectivity
  4 May 2006
• Strategic Options for Establishing an Enterprise Marketing Management Platform
  27 April 2006
• Align Sales Organizational Culture With Technology Investments
  7 April 2006
• IT Must Factor Sales Culture Into Mobile SFA Device Selection
  4 May 2006

Foundation Research - Customer Support

• Key Issues for Enterprise Contact Centers, 2007
  9 February 2007
• Field Service Innovation Is Possible Despite Market Fragmentation
  27 July 2006
• Consolidation Will Complicate the Buying Process for Field Service Software in 2007
  25 October 2006
• Contact Center Workforce Optimization: A Framework for Success
  19 June 2006
• The Next Phase of CRM Is a Customer-Intent-Driven Organization
  13 September 2005
• Use Analytics to Prove the Link Between Customer Satisfaction and Profitability
  3 March 2006
• Implement Customer Satisfaction Management Processes to Improve Revenue
  2 March 2006
• Unravel the Complexities of Call Center Speech Analytics
  2 March 2006
• Use Proactive Outbound Contacting to Reduce Costs and Generate Goodwill
  30 December 2005
• Ten Secrets for Creating a Customer-Centric Enterprise
  22 December 2005

Magic Quadrants & Marketscopes

Which vendors are leaders, visionaries, challengers or niche players

• Magic Quadrant for CRM Service Providers, North America
  30 April 2008
• Magic Quadrant for CRM Service Providers, Europe, 2008
  29 April 2008
• Magic Quadrant for Multichannel Campaign Management, 2008
  25 April 2008
• MarketScope for Price Optimization and Management, 2008
  20 March 2008
• Magic Quadrant for CRM Customer Service Contact Centers, 2008
  19 March 2008
• Magic Quadrant for Marketing Resource Management, 1Q08
  3 March 2008
• MarketScope for Sales Configuration, 3Q07
  29 October 2007
• MarketScope for Contact Center Quality Management, 2007
  14 September 2007
• Magic Quadrant for Contact Center Infrastructure, North America, 2007
  16 August 2007
• MarketScope for Sales Incentive Compensation Management Software, 2007
  30 July 2007
• MarketScope for Contact Center Workforce Management, 2007
  16 July 2007
• Magic Quadrant for Sales Force Automation, 2007
  29 June 2007
• Magic Quadrant for Customer Data Integration Hubs, 2Q07
  29 June 2007
• Magic Quadrant for Enterprise Marketing Management, 2Q07
  25 June 2007
• Magic Quadrant for Field Service Management, 2007
  11 May 2007
• Magic Quadrant for Customer Data Mining, 2Q07
  4 May 2007
• Magic Quadrant for CRM Service Providers, Europe, 2007
  29 March 2007

Hype Cycles

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

• Hype Cycle for Contact Center Infrastructure, 2007
  12 July 2007
• Hype Cycle for E-Commerce, 2007
  11 July 2007
• Hype Cycle for CRM Customer Service and Field Service, 2007
  3 July 2007
• Hype Cycle for Human-Computer Interaction, 2007
  3 July 2007
• Hype Cycle for CRM Marketing Applications, 2007
  27 June 2007
• Hype Cycle for CRM Sales, 2007
  21 June 2007

Vendor Ratings

The products, strategies and viability of specific vendors

• Vendor Rating: Oracle
  8 April 2008
• Vendor Focus for Oracle: Product and Service Offering Details
  8 April 2008
• Vendor Rating: Salesforce.com
  4 April 2008
• Vendor Rating: Callidus Software
  7 December 2007
• Vendor Rating: Aprimo
  24 September 2007
• Vendor Rating: Amdocs
  28 August 2007

CRM Vendors

Comparing the key features of competitive products

• Cool Vendors in Web Technologies, 2008
  18 April 2008
• The Gartner CRM Vendor Guide, 2008
  18 April 2008
• Cool Vendors in CRM Sales, 2008
  24 March 2008
• Cool Vendors in CRM Customer Service, 2008
  20 March 2008
• Cool Vendors in CRM Marketing and Analytics, 2008
  18 March 2008
• The Gartner CRM Vendor Guide, 2007
  17 April 2007
• CRM On-Demand Vendor Guide, 2007
  22 March 2007