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


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


  • 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

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