Gartner Research

The Gartner CRM Vendor Guide, 2014

Published: 10 March 2014

ID: G00261534

Analyst(s): Saul Judah , Michael Maoz , Jim Davies , Chris Fletcher , Praveen Sengar, Patrick Sullivan , Gareth Herschel , Jenny Sussin , Olive Huang , TJ Singh , Teresa Jones, Ed Thompson , Drew Kraus , Robert P. Desisto, Bern Elliot , Twiggy Lo , Penny Gillespie , Tsuyoshi Ebina , Joanne M. Correia, Adam Sarner , Kimberly Collins , Brian Manusama


The demand for modern technology that improves customer relationships is driving refresh projects and expanded integration and usage in all areas of CRM software. To enhance the customer experience, IT leaders should leverage CRM technologies as systems of record, differentiation and innovation.

Table Of Contents


  • Market Forecast: Positive Outlook for CRM, Worldwide, Through 2017
  • Cool Vendors
    • Cool Vendors, 2013
    • Cool Vendors, 2012 Through 2006
  • Sales
    • Sales Opportunity Management
    • Sales Effectiveness
    • Sales Performance Management
    • Social for Sales
  • E-Commerce
    • E-Commerce Suites by Delivery Model
    • E-Commerce Suite Add-On Modules
    • Social for Commerce
    • Product Review Technologies
    • Analytics
  • Marketing
    • Integrated Marketing Management
    • Multichannel Campaign Management
    • Digital Marketing
    • Lead Management
    • Marketing Resource Management
    • Marketing Analytics
    • Social for Marketing
  • Customer Service
    • Customer Engagement Center
    • Contact Center Workforce Optimization
    • Web Customer Self-Service
    • Contact Center Infrastructure
    • Social for Customer Service
    • Customer Service Analytics
    • Text Analytics
  • Field Service
    • Field Service Management
  • Customer Experience Management
    • Enterprise Feedback Management
    • Voice of the Customer
    • Customer Experience Management Service
  • Cross CRM
    • Cross-Functional Customer Analytics
    • Real-Time Decisioning
    • Text Analytics
    • Intelligent Business Process Management Suites
    • Master Data Management for Customer Data
  • Regional CRM Specialists
    • Asia/Pacific CRM Application Software Specialists
    • European CRM Application Software Specialists
  • CRM Business Process Outsourcers
    • Outsourcing Providers With Capabilities in North America
    • Outsourcing Providers With Capabilities in Latin America
    • Outsourcing Providers With Capabilities in EMEA
    • Outsourcing Providers With Capabilities in the Asia/Pacific Region
  • CRM Service Providers
    • CRM Service Providers With Capabilities in North America
    • CRM Service Providers With Capabilities in EMEA
    • CRM Service Providers With Capabilities in Asia/Pacific and Japan
    • CRM Service Providers for SaaS Implementations
  • CRM Suites for Small or Midsize Business

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