Gartner Research

Gartner's CRM Application Functionality Categories Spider

Published: 07 December 2011

ID: G00226719

Analyst(s): Ed Thompson , Jenny Sussin


Gartner breaks CRM functionality into nine main categories: sales, marketing, customer service, field service, e-commerce, customer analytics, social CRM, voice of the customer and cross-CRM technologies. Each of these has subcategories, of which there are 121 total.

Table Of Contents
  • Overview


  • How Gartner Categorizes CRM Application Functionality
  • Implications From Gartner's CRM Application Functionality Categories

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