Gartner Research

The Gartner CRM Team Perspective on SaaS for CRM: Some Clouds

Published: 04 August 2011

ID: G00215698

Analyst(s): Robert P. Desisto, Jenny Sussin , Michael Maoz , Jim Davies , Kimberly Collins , Adam Sarner , Chris Fletcher , Praveen Sengar, Johan Jacobs


Software as a service comes in many models, and not all are equally appropriate to complex marketing, sales and customer service needs. The Gartner CRM team shares its views on CRM SaaS and its applicability for various functional areas in CRM projects

Table Of Contents
  • Overview


  • What areas of CRM have vendors with strong, successful products, where an organization must be cautious selecting a cloud SaaS CRM product?
    • SaaS SFA
    • Marketing Applications
    • The CRM Contact Center for Customer Service and Support
    • Leads Management
    • Social CRM
    • Procuring a Social CRM Solution
    • Enterprise Feedback Management and Voice of the Customer
    • Web Customer Service
    • CRM in the Cloud in Asia

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