Gartner Research

Market Guide for CRM in Tier 1 Retail

Published: 11 June 2015

ID: G00276041

Analyst(s): Kelsie Marian


There are five main symbiotic processes that are a foundational part of transforming to digital business for Tier 1 multichannel retailers. Retail CIOs can use this Market Guide when selecting, upgrading or replacing CRM applications.

Table Of Contents

Market Definition

Market Direction

Market Analysis

  • The Five Critical and Interdependent CRM Processes
    • Campaign Management
    • Customer Analytics
    • Loyalty
    • In-Store CRM
    • Real-Time Offers

Representative Vendors

  • Epicor Software
  • Fujitsu
  • IBM
  • Infor
  • NCR
  • Oracle
  • Salesforce
  • SAP
  • SAS
  • Symphony EYC
  • Teradata
  • Tibco Software
  • Other Vendors
    • FICO

Market Recommendations

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