Gartner Research

The Gartner CRM Vendor Guide, 2015

Published: 11 March 2015

ID: G00271753

Analyst(s): Ed Thompson , Twiggy Lo , Jason Daigler , Saul Judah , Bern Elliot , Gareth Herschel , TJ Singh , Jim Davies , Brian Manusama , David Kohler , Chris Fletcher , Michael Maoz , Kimberly Collins , Patrick Sullivan , Rob Dunie , Olive Huang , Kensuke Kawabe , Robert P. Desisto , Penny Gillespie , Joanne M. Correia , Theodore Travis , Jenny Sussin

Summary

Digital CRM technologies that drive growth and elevate the customer experience top the list of CEOs' investment priorities for the next five years. Data and analytics tools that facilitate consistent, contextual interactions across all communications channels help provide market differentiation.

Table Of Contents

Analysis

  • Market Forecast: Positive Outlook for CRM, Worldwide, Through 2018
  • Cool Vendors
    • Cool Vendors, 2014
    • Cool Vendors, 2013 Through 2006
  • Sales
    • Sales Opportunity Management
    • Sales Effectiveness
    • Sales Performance Management
    • Social for Sales
    • Partner Relationship Management
  • Digital Commerce
    • Digital Commerce Platforms
    • Digital Commerce Ecosystem
  • 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
    • Customer Experience 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
    • European CRM Application Software Specialists
    • Asia/Pacific Region 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 Region and Japan
    • CRM Service Providers for SaaS Implementations
  • CRM Suites for Small or Midsize Businesses (SMBs)
    • CRM Suites for SMBs

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