Gartner Research

Magic Quadrant for Social CRM

Published: 27 September 2012

ID: G00237431

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

Summary

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.

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • Artesian
    • Attensity
    • Bazaarvoice
    • Demand Media
    • Get Satisfaction
    • Jive
    • Kana
    • Lithium
    • Oracle
    • QuestBack
    • salesforce.com
    • 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

Context

Market Overview

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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