CRM in 2020: The Gartner CRM Team's Perspective

Archived Published: 06 April 2010 ID: G00175725

Analyst(s): | | | | | | | | | |

Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


This research provides both collective and individual perspectives of Gartner analysts on key trends that will exert a substantial impact on CRM as a discipline by 2020.

Table of Contents

  • Analysis
    • 1.0 During the past 10 years, what percentage of organizations have measured the ROI from CRM?
      • 1.1 Aggregated CRM Analyst Perspective
      • 1.2 January 2010 CRM Analyst Debate Perspective
    • 2.0 Given that the percentage of SaaS-based CRM deployments in 2008 was 18%, what do you think it will be by 2020?
      • 2.1 Aggregated CRM Analyst Perspective
      • 2.2 January 2010 CRM Analyst Debate Perspective
    • 3.0 Given that e-commerce accounted for 6% of consumer retail sales in 2008, what percentage do you think it will be in 2020?
      • 3.1 Aggregated CRM Analyst Perspective
      • 3.2 January 2010 CRM Analyst Debate Perspective
    • 4.0 Given that Facebook had 120 million members in 2008, and 250 million in mid-2009, what do you think this will have changed to in 2020?
      • 4.1 Aggregated CRM Analyst Perspective
      • 4.2 January 2010 CRM Analyst Debate Perspective
    • 5.0 Which organization do you think is most likely to enter the CRM software market by 2020 and become a competitor?
      • 5.1 Aggregated CRM Analyst Perspective
      • 5.2 January 2010 CRM Analyst Debate Perspective
    • 6.0 During the past 10 years, what has been the most challenging of Gartner's Eight Building Blocks of CRM for most organizations?
      • 6.1 Aggregated CRM Analyst Perspective
      • 6.2 January 2010 CRM Analyst Debate Perspective
    • 7.0 Given that fewer than 10% of Fortune 1000 companies currently use active crowdsourcing as part of the new product or service development process, what percentage of Fortune 1000 companies will use active crowdsourcing for the same purpose in 2020?
      • 7.1 Aggregated CRM Analyst Perspective
      • 7.2 January 2010 CRM Analyst Debate Perspective
© 2010 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 Gartners 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.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access

Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more