Gartner Research

Competitive Landscape: Do Pure CRM SaaS Suite Vendors Need to Exist?

Published: 03 November 2015

ID: G00275914

Analyst(s): Ed Thompson , Olive Huang, Joanne M. Correia


CRM requires multiple solutions to effect cross-departmental transformational changes in the organization. There are more than 100 CRM application types, yet no vendor offers functionality in more than 75% of these types, and the applications are not well-integrated into a unified CRM suite.

Table Of Contents


  • Competitive Situation and Trends
  • Market Players
  • The Future of Competition
  • Competitive Profiles
    • Salesforce
    • SAP
    • Oracle
    • Microsoft
    • IBM
  • References and Methodology
    • Customer Service
    • Marketing
    • Sales
  • Definitions
    • CRM Customer Engagement Center
    • Customer Engagement Workforce Optimization
    • Field Service Management Software
    • Digital Commerce
    • Marketing
    • Sales

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