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