Market Trends: CRM Digital Initiatives Focus on Sales, Marketing, Support and E-Commerce

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Summary

Organizations are leveraging CRM technologies as a major part of their digital initiatives to enhance the customer experience. Demand for modern technology customer relationships is driving refresh or expanded integration and usage of all areas of CRM software, but at different rates.

Table of Contents

  • Introduction
  • Market Trend
    • Line-of-Business Buyers Have Different Operational Requirements
    • Internet of Everything Joins the Nexus of Forces as the Fifth Driver
    • Critical Need for More-Traditional Operational CRM Applications Amid the Excitement
    • Expect Augmentation of Core Systems Where Budgets Are Tight
  • Contrarian View
    • Business as Usual Continues — Majority of Organizations Accept That Technology Does Not Correlate Success in CRM Projects
  • Vendors to Watch
  • Gartner Recommended Reading
© 2014 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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