The Gartner CRM Vendor Guide, 2016

Archived Published: 09 May 2016 ID: G00299397

Analyst(s): Jim Davies | Ed Thompson | Gareth Herschel | Michael Maoz | Kimberly Collins | Joanne M. Correia | Bern Elliot | Twiggy Lo | TJ Singh | Chris Fletcher | Jenny Sussin | Olive Huang | Rob Dunie | Brian Manusama | Tad Travis | Jason Daigler | Penny Gillespie | Saul Judah | Ilona Hansen | Drew Kraus | Jim Robinson | Patrick Sullivan | Jeff Freyermuth | Adam Sarner

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Summary

CRM leaders are continuing to invest in digital CRM technologies to drive growth and improve the customer experience. A key priority is market differentiation via new data and analytics tools that create consistent, contextualized customer interactions across all communications channels.

Analysis
- Market Forecast: Positive Outlook for CRM, Worldwide, Through 2019
- Cool Vendors
  - Cool Vendors, 2015
  - Cool Vendors, 2014 Through 2006
- Sales
  - Sales Execution Systems
  - Sales Effectiveness and Sales Enablement
  - Sales Performance Management
  - Social for Sales
  - Recurring Revenue Management
- Digital Commerce
  - Digital Commerce Platforms
  - Digital Commerce Ecosystem
- Marketing
  - Integrated Marketing Management
  - Multichannel Campaign Management
  - Digital Marketing
  - Lead Management
  - Marketing Resource Management
  - Marketing Analytics
  - Social for Marketing
- Customer Service
  - Customer Engagement Center
  - Contact Center Workforce Optimization
  - Contact Center Infrastructure
  - Social for Customer Service
  - Customer Service Analytics
- Field Service
  - Field Service Management
- Customer Experience Management
  - Enterprise Feedback Management
  - Voice of the Customer
  - Customer Journey Analytics
  - Customer Experience Management Service Providers
- Cross CRM
  - Cross-Functional Customer Analytics
  - Intelligent Business Process Management Suites
  - Master Data Management for Customer Data
  - Web Content Management
- Regional CRM Specialists
  - European CRM Application Software Specialists
  - Asia/Pacific CRM Application Software Specialists
- CRM Business Process Outsourcers
  - Outsourcing Providers With Capabilities in North America
  - Outsourcing Providers With Capabilities in Latin America
  - Outsourcing Providers With Capabilities in EMEA
  - Outsourcing Providers With Capabilities in the Asia/Pacific Region
- CRM Service Providers
  - CRM Service Providers With Capabilities in North America
  - CRM Service Providers With Capabilities in EMEA
  - CRM Service Providers With Capabilities in Asia/Pacific and Japan
  - CRM Service Providers for SaaS Implementations
- CRM Suites for Small or Midsize Businesses

© 2016 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.

The Gartner CRM Vendor Guide, 2016

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