Gartner Research

What's 'Hot' in CRM Applications in 2011

Published: 17 March 2011

ID: G00211657

Analyst(s): Ed Thompson , Michael Dunne, Michael Maoz , Kimberly Collins


The interest in social CRM applications continues to grow. While spending on social CRM remains less than 5% of all CRM, this area is hitting the top of the marketing and customer service department lists in terms of mind share. In sales departments, mobile is the hottest topic.

Table Of Contents
  • Overview
  • Sales
  • Customer Service and Support
  • Marketing
  • Cross-CRM Technology Infrastructure Initiatives

©2021 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

Learn how to access this content as a Gartner client.