Gartner Research

Predicts 2014: Shifts in the CRM Market Will Impact IBM, Cloud and 100 Digital Agencies

Published: 10 December 2013

ID: G00259118

Analyst(s): Patrick Sullivan, Ed Thompson , Joanne M. Correia


Significant fluctuations in CRM will concern sales, marketing, customer service and e-commerce leaders. In 2014, IBM will reach CRM software revenue of $1 billion, the shift to buying cloud CRM software will begin to slow, and large CRM consultancies will collectively buy over 100 digital agencies.

Table Of Contents


  • What You Need to Know
  • Strategic Planning Assumptions
  • A Look Back

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.