The Gartner CRM Vendor Guide, 2010
Published: 13 August 2010
ID: G00205279
Analyst(s):
Sharon A. Mertz
,
Tsuyoshi Ebina
,
Carol Rozwell
,
Chris Fletcher
,
Gareth Herschel
,
Robert P. Desisto
,
Jim Davies
,
Kimberly Collins
,
Steve Cramoysan
,
Matthew Goldman
,
Denise Ganly
,
TJ Singh
,
Michael Maoz
,
Johan Jacobs
,
Michael Dunne
,
John Radcliffe
,
Ed Thompson
,
Adam Sarner
,
Gene Alvarez
,
Twiggy Lo
,
Drew Kraus
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
- Market Forecast: Growth Slows, but Long-Term Outlook for CRM Remains Positive
- Cool Vendors
- Cool Vendors 2010
- Cool Vendors 2009 Through 2005
- Social CRM
- Market Overview
- Cross-Functional Capabilities
- Customer-Specific Functions
- Administrative Functions
- Delivery Methods
- Sales: Operational
- Sales Force Automation (SFA)
- Sales Contract Management
- Sales Content Management
- Sales Information Services
- Proposal Generation
- Price Optimization and Management
- Sales Training Solutions
- Sales Incentive Compensation Management (ICM) Software
- Sales Configuration Vendors
- Sales: Analytical
- Sales Performance Management
- Sales Analytics
- Price Optimization and Management
- Sales ICM Software
- Territory Management Software
- Sales: Social
- Product Review
- Social-Shopping Sites
- Social Commerce
- Social Prospecting/Frontline Research
- Social Community/Networking for Sales
- Sales: Web
- Open Source
- Website Personalization
- Product Visualization
- Product Reviews
- Order Management
- Mobile E-Commerce/M-Commerce
- Mobile Marketing
- International Shipping Capabilities
- Marketing: Operational
- MRM
- Enterprise Marketing Management (EMM)
- Lead Management
- Multichannel Campaign Management (MCCM) Providers
- Event-Triggered Marketing Providers
- Marketing: Analytical
- MPM
- Marketing Optimization Software and Service Providers
- Marketing: Social
- Marketing: Web
- Contextual Marketing
- Addressable Branding/Advertising
- Transactional Marketing
- Customer Service and Support: Operational
- Customer Service Contact Center Applications
- Contact Center Workforce Optimization (WFO)
- Call Recording and Quality Management Software
- Workforce Management
- E-Learning
- Agent Coaching
- Field Service Management
- Contact Center Infrastructure (CCI)
- Voice Self-Service
- Customer Service and Support: Analytical
- Contact Center Performance Management Solutions
- Interaction Analytics
- Customer Service and Support: Social
- Social Software for Customer Engagement and Support
- Customer Service and Support: Web
- Knowledge Management for Web Self-Service
- Web Customer Service (WCS) Suites
- Virtual Assistant
- Other Players
- Cross-Function: Operational
- Customer Experience Management
- MDM of Customer Data Systems
- Cross-Function: Analytical
- Web Analytics
- Customer Profitability Analytics
- Customer Data Mining
- Real-Time Best Next Action
- Speech Analytics
- Cross Function: Social
- Cross-Function: Web
- CRM Suites for Small or Midsize Businesses (SMBs)
- Regional CRM Specialists
- North American CRM Application Software Specialists
- European CRM Application Software Specialists
- Asia/Pacific CRM Application Software Specialists
- CRM Business Process Outsourcers
- Providers With Capabilities in North America
- Providers With Capabilities in Latin America
- Providers With Capabilities in EMEA
- 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
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