Gartner Research

The Gartner CRM Vendor Guide, 2016

Published: 09 May 2016

ID: G00299397

Analyst(s): Jason Daigler , Joanne M. Correia, Olive Huang , Penny Gillespie , Patrick Sullivan , Bern Elliot , Gareth Herschel , Jenny Sussin , Rob Dunie , Adam Sarner , TJ Singh , Drew Kraus , Jeff Freyermuth , Jim Davies , Saul Judah , Jim Robinson , Theodore Travis , Chris Fletcher , Twiggy Lo , Kimberly Collins , Brian Manusama , Michael Maoz , Ed Thompson , Ilona Hansen


CRM leaders are continuing to invest in digital CRM technologies to drive growth and improve the customer experience. A key priority is market differentiation via new data and analytics tools that create consistent, contextualized customer interactions across all communications channels.

Table Of Contents


  • Market Forecast: Positive Outlook for CRM, Worldwide, Through 2019
  • Cool Vendors
    • Cool Vendors, 2015
    • Cool Vendors, 2014 Through 2006
  • Sales
    • Sales Execution Systems
    • Sales Effectiveness and Sales Enablement
    • Sales Performance Management
    • Social for Sales
    • Recurring Revenue 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
    • Contact Center Infrastructure
    • Social for Customer Service
    • Customer Service Analytics
  • Field Service
    • Field Service Management
  • Customer Experience Management
    • Enterprise Feedback Management
    • Voice of the Customer
    • Customer Journey Analytics
    • Customer Experience Management Service Providers
  • Cross CRM
    • Cross-Functional Customer Analytics
    • Intelligent Business Process Management Suites
    • Master Data Management for Customer Data
    • Web Content Management
  • Regional CRM Specialists
    • European CRM Application Software Specialists
    • Asia/Pacific 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 and Japan
    • CRM Service Providers for SaaS Implementations
  • CRM Suites for Small or Midsize Businesses

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