The Gartner CRM Vendor Guide, 2018

Published: 31 May 2018 ID: G00349732

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

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Concurrent technology convergence and innovation continue to reshape the CRM business software application market, with M&As matched by new products and services. Application leaders must continue to invest to drive growth and improve CRM and customer experience while complying with regulations.

Table of Contents

  • Analysis
    • Market Forecast: Positive Outlook for CRM Worldwide Through 2022
    • Vendor Lists
    • Cool Vendors
      • Cool Vendors, 2017
      • Cool Vendors, 2016 Through 2011
    • Sales
      • Sales Execution Systems
      • Sales Enablement
      • Quote-to-Revenue
      • Sales Performance Management
      • Social for Sales
      • Recurring Revenue Management
      • Sales Analytics
    • Marketing
      • Multichannel Marketing Hubs
      • Digital Marketing
    • Customer Service
      • Customer Engagement Center Suite
      • Knowledge Management for Customer Service
      • Mobile Applications for Customer Service
      • Customer Self-Service Applications for Customer Service
      • Digital Engagement Channels for Customer Service
      • Contextual Insights for Customer Service
      • Agent Assistance Tools
    • Workforce Optimization Engagement and Optimization
      • Workforce Engagement Management Suite
      • Workforce Management
      • Interaction Recording
      • Agent Evaluation
      • Performance Management
      • Interaction Analytics
      • Postcall Surveys
      • Agent Coaching
      • E-Learning
    • Contact Center Infrastructure
      • Contact Center Routing Systems
      • Voice Self-Service
    • Social for Customer Service
      • Social Analytics for Customer Service
      • Social Media Engagement
      • Internal Community Software
      • External Community Software
    • Analytics for Customer Service
      • Interaction Analytics
      • Predictive Customer Analytics
      • Real-Time Decisioning
    • Customer Journey Analytics
      • Digital Experience Platforms
    • Field Service
      • Field Service Management
    • Digital Commerce
      • Digital Commerce Platforms
      • Digital Commerce Services
      • Digital Commerce Ecosystem
      • Social Commerce
      • Subscription Management
      • Configure, Price and Quote
      • Master Data Management
      • Warehousing, Logistics and Fulfillment Service Providers
      • Marketing Automation
      • Assisted Selling
      • A/B and Multivariate Testing
    • Customer Experience Management
      • Enterprise Feedback Management
      • Voice of the Customer
      • Customer Journey Analytics
      • Specialist Customer Experience Management Service Providers
    • Cross-CRM
      • Cross-Functional Customer Analytics
    • 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 and Customer Experience Service Providers
      • CRM and Customer Experience Service Providers With Capabilities in North America
      • CRM and Customer Experience Service Providers With Capabilities in EMEA
      • CRM and Customer Experience Service Providers With Capabilities in Asia/Pacific and Japan
    • CRM and Customer Experience Service Providers for SaaS Implementations
      • Salesforce CRM Specialist Providers (Listed by Country/Region)
      • Microsoft Dynamics CRM Specialist Providers (Listed by Country/Region)
    • CRM Vendor Considerations for Small Businesses and Midsize Enterprises
  • Gartner Recommended Reading
© 2018 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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