Gartner Research

Forecast Overview: CRM Software, Worldwide, 2014

Published: 13 August 2014

ID: G00264652

Analyst(s): Colleen Graham , Ed Thompson , Yanna Dharmasthira, Joanne M. Correia


CRM will be at the heart of organizations' digital business initiatives in coming years as fierce competition has arrived. New and existing providers are competing at all levels to shorten time from lead to purchase and to provide service visibility critical to thriving in a digital world.

Table Of Contents
  • Overview
  • Companion Documents

Market Description

  • The Nexus of Forces and the Internet of Things — Enabling Digital Business
    • Social
    • Mobile
    • Big Data
    • Cloud
    • Internet of Things
  • Line-of-Business Buyers Have Different Operational Requirements

Foundational Assumptions

  • Product Design and Pricing
  • Purchase Style
  • Functional Expansion and User Expansion
  • Company Adoption and User Adoption
  • Replacement Cycle

Market Model or Methodology

  • Forecast Components
    • On-Premises Forecast
    • SaaS Forecast
    • Subscription/Hosted Forecast
    • OSS Forecast
    • CRM Revenue Forecast
  • Negotiated Factors
    • Price and Maintenance
  • Demand-Side Influencing Factors
    • Company and Unit Adoption
    • Company Adoption
    • Unit Adoption
    • Purchase Style
    • Functional Expansion
    • Unit Expansion
    • Replacement Cycle
    • Buyer Behavior
    • Macroeconomic and Regulatory Factors
  • Supply-Side Influencing Factors
    • Hardware and Software Technology Innovation
    • Technology Road Maps
    • Product Design and Pricing

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