Gartner Research

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
  • Overview

Analysis

  • Market Forecast: Growth Slows, but Long-Term Outlook for CRM Remains Positive
    • The 2010 Forecast
  • 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
    • Social-Media Monitoring
  • Cross-Function: Web
    • Web Analytics
  • CRM Suites for Small or Midsize Businesses (SMBs)
    • SMB CRM Suite Vendors
  • 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

Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client