Gartner Research

Hype Cycle for Customer Analytic Applications, 2015

Published: 31 July 2015

ID: G00276756

Analyst(s): Neil Chandler , Gareth Herschel , Jim Hare


Analytical capability is increasingly packaged as a solution to address CRM-specific issues. This Hype Cycle shows the maturity, adoption rates and benefits of various analytic applications that support customer-facing functions, such as marketing, sales and customer service.

Table Of Contents
  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Personal Analytics
    • Retail Activity Optimization
    • Customer Journey Analytics
    • Uplift Modeling
  • At the Peak
    • Emotion Detection/Recognition
    • Predictive Lead Scoring
    • Marketing Mix Optimization
    • CSP Multichannel Campaign Management
    • Multichannel Location Analysis
    • Voice of the Customer
    • Customer Engagement Center Interaction Analytics
    • Multitouch Attribution
    • Sales Performance Management
    • Data Management Platforms (Advertising)
  • Sliding Into the Trough
    • Real-Time Store Monitoring Platform
    • Marketing Performance Management
    • Multichannel Customer Analytics
    • Real-Time MC Customer Offer Engines
    • Sales Analytics
    • Customer Engagement Center Workforce Optimization
    • Social Network Analysis
    • Customer Engagement Center Performance Management
    • MRM: Planning and Financial Management
    • Price Optimization and Management
    • Media Discovery and Recommendation Engines
    • Sentiment Analysis
    • Video Analytics
    • Cost-to-Serve Analysis
    • Customer-Centric Merchandising
  • Climbing the Slope
    • Multiechelon Inventory Optimization
    • Trade Promotion Optimization
    • Predictive Consumer Data Analytics
    • Customer-Best-Next Action
    • Field Service Workforce Optimization
    • Product Portfolio and Program Management
    • Social Media Analytics
    • Merchandise and Category Optimization
    • Sales Incentive Compensation Management
    • Social Media Engagement Applications
    • Unified Price, Promotion and Markdown Optimization
    • Customer Engagement Center Quality Management
  • Entering the Plateau
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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