Gartner Information Technology Research

Gartner Magic Quadrant for Social CRM


Hype continues to grow around social CRM, with a burst of merger and acquisition activity. To survive and thrive, social CRM vendors will increasingly have to show the economics of how their social data and systems are used in multiple CRM use cases: marketing, sales and customer service.

Published: 27 September 2012

ID: G00237431

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

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • Artesian
    • Attensity
    • Bazaarvoice
    • Demand Media
    • Get Satisfaction
    • Jive
    • Kana
    • Lithium
    • Oracle
    • QuestBack
    • Telligent
    • Visible Technologies
  • Vendors Added or Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players


Market Overview

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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