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

Summary

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

Analysis

  • 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

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client