The Gartner CRM Vendor Guide, 2010

G00205279

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

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Summary

2010 was a transformative year for CRM. Ongoing consolidation, collaboration, social media and context-aware computing reshaped CRM capabilities and, as a result, market demand. Use this listing of CRM vendors to help select the right vendor for your organization's needs.

Table of Contents

  • Analysis
    • 1.0 Market Forecast: Growth Slows, but Long-Term Outlook for CRM Remains Positive
      • 1.1 The 2010 Forecast
    • 2.0 Cool Vendors
      • 2.1 Cool Vendors 2010
      • 2.2 Cool Vendors 2009 Through 2005
    • 3.0 Social CRM
      • 3.1 Market Overview
      • 3.2 Cross-Functional Capabilities
      • 3.3 Customer-Specific Functions
      • 3.4 Administrative Functions
      • 3.5 Delivery Methods
    • 4.0 Sales: Operational
      • 4.1 Sales Force Automation (SFA)
      • 4.2 Sales Contract Management
      • 4.3 Sales Content Management
      • 4.4 Sales Information Services
      • 4.5 Proposal Generation
      • 4.6 Price Optimization and Management
      • 4.7 Sales Training Solutions
      • 4.8 Sales Incentive Compensation Management (ICM) Software
      • 4.9 Sales Configuration Vendors
    • 5.0 Sales: Analytical
      • 5.1 Sales Performance Management
      • 5.2 Sales Analytics
      • 5.3 Price Optimization and Management
      • 5.4 Sales ICM Software
      • 5.5 Territory Management Software
    • 6.0 Sales: Social
      • 6.1 Product Review
      • 6.2 Social-Shopping Sites
      • 6.3 Social Commerce
      • 6.4 Social Prospecting/Frontline Research
      • 6.5 Social Community/Networking for Sales
    • 7.0 Sales: Web
      • 7.1 Open Source
      • 7.2 Website Personalization
      • 7.3 Product Visualization
      • 7.4 Product Reviews
      • 7.5 Order Management
      • 7.6 Mobile E-Commerce/M-Commerce
      • 7.7 Mobile Marketing
      • 7.8 International Shipping Capabilities
    • 8.0 Marketing: Operational
      • 8.1 MRM
      • 8.2 Enterprise Marketing Management (EMM)
      • 8.3 Lead Management
      • 8.4 Multichannel Campaign Management (MCCM) Providers
      • 8.5 Event-Triggered Marketing Providers
    • 9.0 Marketing: Analytical
      • 9.1 MPM
      • 9.2 Marketing Optimization Software and Service Providers
    • 10.0 Marketing: Social
    • 11.0 Marketing: Web
      • 11.1 Contextual Marketing
      • 11.2 Addressable Branding/Advertising
      • 11.3 Transactional Marketing
    • 12.0 Customer Service and Support: Operational
      • 12.1 Customer Service Contact Center Applications
      • 12.2 Contact Center Workforce Optimization (WFO)
      • 12.3 Call Recording and Quality Management Software
      • 12.4 Workforce Management
      • 12.5 E-Learning
      • 12.6 Agent Coaching
      • 12.7 Field Service Management
      • 12.8 Contact Center Infrastructure (CCI)
      • 12.9 Voice Self-Service
    • 13.0 Customer Service and Support: Analytical
      • 13.1 Contact Center Performance Management Solutions
      • 13.2 Interaction Analytics
    • 14.0 Customer Service and Support: Social
      • 14.1 Social Software for Customer Engagement and Support
    • 15.0 Customer Service and Support: Web
      • 15.1 Knowledge Management for Web Self-Service
      • 15.2 Web Customer Service (WCS) Suites
      • 15.3 Virtual Assistant
      • 15.4 Other Players
    • 16.0 Cross-Function: Operational
      • 16.1 Customer Experience Management
      • 16.2 MDM of Customer Data Systems
    • 17.0 Cross-Function: Analytical
      • 17.1 Web Analytics
      • 17.2 Customer Profitability Analytics
      • 17.3 Customer Data Mining
      • 17.4 Real-Time Best Next Action
      • 17.5 Speech Analytics
    • 18.0 Cross Function: Social
      • 18.1 Social-Media Monitoring
    • 19.0 Cross-Function: Web
      • 19.1 Web Analytics
    • 20.0 CRM Suites for Small or Midsize Businesses (SMBs)
      • 20.1 SMB CRM Suite Vendors
    • 21.0 Regional CRM Specialists
      • 21.1 North American CRM Application Software Specialists
      • 21.2 European CRM Application Software Specialists
      • 21.3 Asia/Pacific CRM Application Software Specialists
    • 22.0 CRM Business Process Outsourcers
      • 22.1 Providers With Capabilities in North America
      • 22.2 Providers With Capabilities in Latin America
      • 22.3 Providers With Capabilities in EMEA
      • 22.4 Providers With Capabilities in the Asia/Pacific Region
    • 23.0 CRM Service Providers
      • 23.1 CRM Service Providers With Capabilities in North America
      • 23.2 CRM Service Providers With Capabilities in EMEA
      • 23.3 CRM Service Providers With Capabilities in Asia/Pacific and Japan
      • 23.4 CRM Service Providers for SaaS implementations
  • Recommended Reading
© 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.

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