Customer Relationship Management

News Analysis

• eCircle Deal Will Extend Teradata/Aprimo's Digital Marketing Strategy
  7 May 2012
• IBM Acquires TeaLeaf to Help Understand the Digital Customer Experience
  4 May 2012
• Crowd Factory Extends Marketo Offering, but Is Not Transformational
  25 April 2012

Vision & Strategy

Defining goals that reflect enterprise personality

• A Customer Service Analytics Framework as CRM Engages the Social Customer
  4 May 2012
• Handling Social Media Issues Appropriately Requires Preplanning
  3 May 2012
• Innovation Insight: Price Optimization Leverages CRM, Big Data and In-Memory Computing to Increase Profits and Innovation in the Customer Experience
  26 April 2012
• What's 'Hot' in CRM Applications in 2012
  19 April 2012
• Four Deployment Choices for E-Commerce Globalization
  22 September 2011
• Ascentium Faces an Uphill Task With Complete Responsibility for Future Commerce Server Business
  13 March 2012
• The Gartner CRM Team Perspective on Customer Communities
  27 February 2012
• E-Commerce Has Spread Beyond Retail
  8 February 2012
• To Upgrade or Not to Upgrade: The Big ERP, SCM, CRM Question
  12 January 2012
• Roundup of CRM Team Perspective Research in 2011
  24 January 2012

Marketing & Sales

Improving alignment to cultivate customer relationships

• The Four New Ps of Marketing That CMOs and CIOs Should Consider
  18 May 2012
• Sales Opportunity Management Analytics Are Key to a Successful Strategy
  16 May 2012
• Build a Solid Partnership Between Marketing and IT
  10 May 2012
• Three Steps to Attract Customers to Communities for Social CRM
  8 May 2012
• Digital Marketing Is Key to Every Step of the Customer's Buying Process
  26 April 2012
• Planned Research for Marketing Strategies, Processes and Technologies, 2012
  16 April 2012
• Consider Viability When Evaluating Social Monitoring Vendors
  5 April 2012
• What the Rise in Inbound Marketing's Performance Means for Today's CMO
  4 April 2012
• Discover Hidden Opportunities in Sales Performance Management With Gartner's Sales Analytics Framework
  3 April 2012
• Managing Engagement Through Multiple Social Media Channels
  30 March 2012

Customer Service & Field Service

Management issues, strategies, analytics and service applications

• An Analytics Framework for E-Commerce Leaders
  16 May 2012
• The Impact of VoC on Customer Service
  17 April 2012
• CRM Web Customer Service Application Framework, 2012
  29 February 2012
• Embrace Contact Center Workforce Optimization to Drive Agent Cost Containment
  29 February 2012
• Toolkit: CRM Web Customer Service Readiness Assessment
  27 February 2012
• Crisis Drives Better Customer Care Through Social Media
  27 February 2012
• Roundup of 2011 CRM Web Customer Service Research
  24 February 2012
• Case Study: Sprint's Holistic VoC Program Is a Long-Running Success
  17 February 2012
• The CRM Customer Engagement Hub Targets Social Customers
  10 February 2012
• Case Study: Tackle Customer Service to Expand Marketing Initiatives Using Social CRM
  3 February 2012

Foundation Research - Vision & Strategy

• CRM Team Perspective: CRM and Big Data
  4 April 2012
• Agenda for CRM, 2012
  1 March 2012
• Agenda for Customer Strategy and Experience Management, 2012
  1 March 2012
• CRM Key Initiative Overview
  3 February 2012
• Gartner's CRM Application Functionality Categories Spider
  7 December 2011
• Business Gets Social
  21 November 2011
• Gartner's Top 74 CRM Case Studies, Sorted by Industry, for 2011
  2 September 2011
• Key Issues for CRM Customer Service Strategies, Processes and Technologies, 2011
  15 March 2011
• Predicts 2011: Investments in CRM Marketing Technology Are Rising
  10 November 2010
• Predicts 2011: Customer Service Innovations in a Collaborative World
  10 November 2010

Foundation Research - Marketing & Sales

• Key Issues for Marketing Disciplines, 2011
  17 March 2011
• Predicts 2011: E-Commerce Will Reach for New Geographies, Channels and Payment Opportunities
  17 November 2010
• 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
• Five Best Practices for Establishing an Online Community for Marketing Benefits
  4 October 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

• How to Decrease Support Costs With Peer-to-Peer Customer Communities
  14 March 2012
• Get More Value From Your 'How to' Customer Service Video Knowledge
  21 February 2012
• Roundup of Web Customer Service Research for 2010
  28 January 2011
• Customer-Centric Web Strategies: Responding to All Things Social
  17 November 2009
• The Future of the Contact Center: Service Is Key to Customer Strategy
  5 March 2009
• Frequently Asked Questions About Implementing CRM With an ESP
  30 January 2009
• Use Analytics to Prove the Link Between Customer Satisfaction and Profitability
  3 March 2006

Magic Quadrants & Marketscopes

Which vendors are leaders, visionaries, challengers or niche players

• Magic Quadrant for CRM Customer Service Contact Centers
  12 April 2012
• Magic Quadrant Criteria for CRM Customer Service Contact Center, 2012
  22 March 2012
• Criteria for Magic Quadrant for CRM Lead Management
  29 February 2012
• Magic Quadrant for Marketing Resource Management
  30 January 2012
• CRM Campaign Management Magic Quadrant Criteria
  26 January 2012
• Magic Quadrant for Integrated Revenue and Customer Management for CSPs
  29 November 2011
• The Elusive CRM Magic Quadrant
  18 November 2011
• Magic Quadrant for Contact Center Workforce Optimization
  7 November 2011
• Magic Quadrant for E-Commerce
  3 November 2011
• Magic Quadrant for Integrated Marketing Management
  26 October 2011
• MarketScope for Local Government CRM Products
  5 October 2011
• Magic Quadrant for Field Service Management
  28 September 2011
• Magic Quadrant for CRM Web Customer Service
  19 September 2011
• Magic Quadrant for Externally Facing Social Software
  25 August 2011
• Magic Quadrant for Sales Force Automation
  14 July 2011
• MarketScope for Configuration, Price, Quote Application Suites, 2011
  3 June 2011
• Magic Quadrant for CRM Multichannel Campaign Management
  20 May 2011
• Magic Quadrant for CRM Customer Service Contact Centers
  15 April 2011
• MarketScope for CRM Lead Management
  13 March 2011
• Magic Quadrant for Enterprise Marketing Management
  14 October 2010

Hype Cycles

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

• Hype Cycle for E-Commerce, 2011
  15 August 2011
• Hype Cycle for CRM Sales, 2011
  28 July 2011
• Hype Cycle for CRM Marketing Applications, 2011
  26 July 2011
• Hype Cycle for CRM Customer Service and Support, 2011
  18 July 2011
• Hype Cycle for Analytic Applications, 2010
  8 October 2010

Vendor Ratings

The products, strategies and viability of specific vendors

• IBM Acquires TeaLeaf to Help Understand the Digital Customer Experience
  4 May 2012
• SAP to Enhance Mobile Offering With Syclo Buy and New Partnerships
  17 April 2012
• Cool Vendors in CRM Customer Service and Social, 2012
  16 April 2012
• Cool Vendors in Consumer Dynamics, 2012
  17 April 2012
• The Gartner CRM Vendor Guide, 2012
  29 November 2011
• Vendor Rating: Salesforce.com
  8 September 2011
• Cool Vendors in CRM Sales, 2011
  13 April 2011
• Cool Vendors in CRM Customer Service, 2011
  13 April 2011
• Cool Vendors in CRM Marketing, 2011
  4 April 2011
• Vendor Rating: Salesforce.com
  22 September 2010

CRM Vendors

Comparing the key features of competitive products

• What You Need to Know About Oracle Fusion CRM
  16 May 2012
• eCircle Deal Will Extend Teradata/Aprimo's Digital Marketing Strategy
  7 May 2012
• Cool Vendors in Sales, Channel and Marketing Services, 2012
  6 April 2012
• Cool Vendors in E-Commerce, 2012
  5 April 2012
• Microsoft Dynamics CRM Release Improves Accessibility, Ease of Use for Non-Windows Platforms
  4 April 2012
• Cool Vendors in Marketing, 2012
  3 April 2012
• Cool Vendors in CRM Sales, 2012
  30 March 2012
• Cool Vendors in Social CRM, 2012
  28 March 2012
• CDC Software: Update on Impact of Its Parent Company Filing for Chapter 11 Protection Under U.S. Bankruptcy Laws
  6 March 2012
• Dreamforce 2011: Salesforce.com Doubles Down on Social and Mobile Technologies
  5 October 2011