Gartner Research

Magic Quadrant for Social CRM

Published: 25 July 2011

ID: G00214507

Analyst(s): Ed Thompson , Adam Sarner , Michael Maoz , Jim Davies , Nikos Drakos , Chris Fletcher , Jeffrey Mann

Summary

Hype continues to grow around social CRM, with analytics gaining visibility and adoption. Social CRM vendors will increasingly have to show examples of how their social data is used in core business processes, not just provide an API.

Table Of Contents

What You Need to Know

Magic Quadrant

  • Market Overview
    • Market Definition/Description
  • Inclusion and Exclusion Criteria
    • Added
    • Dropped
  • Evaluation Criteria
    • Ability to Execute
    • Completeness Of Vision
  • Leaders
  • Challengers
  • Visionaries
  • Niche Players
  • Vendor Strengths and Cautions
    • Alterian
    • Attensity
    • Bazaarvoice
    • Converseon
    • Cymfony
    • Demand Media
    • Globalpark
    • InsideView
    • Jive
    • Kana Software
    • Lithium
    • Mzinga
    • NM Incite
    • OpenText
    • PowerReviews
    • RightNow
    • salesforce.com
    • Telligent
    • Visible Technologies
    • Vision Critical

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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