Gartner Research

CRM Solutions Outlook: A Look Across Vertical Markets

Published: 20 June 2001

ID: G0097461

Analyst(s): Suresh Gunasekaran, Ross Dickinson, Jeffrey Roster, Susan Cournoyer , Geraldine Cruz, Venecia Liu , Rishi Sood


Gartner Dataquest provides a focused analysis of the CRM solutions market in seven key vertical markets: communications, education, financial services, state and local government, healthcare, manufacturing and retail. Gartner Dataquest assesses the business drivers and inhibitors to the adoption of CRM solutions, defines the top solutions in each vertical market and identifies the key success criteria for CRM solution providers by industry. Gartner Dataquest quantifies the CRM opportunity in each market with five-year CRM solutions forecasts and provides strategic recommendations for developing effective vertical go-to-market CRM strategies. The primary audience is the senior leadership and vertical market practice leaders of hardware, software and service providers who are creating, refining or executing vertical go-to-market CRM strategies.

Table Of Contents
  • Executive Summary
    • Objective of the Report
    • Definitions
    • Vertical Market Definitions
    • Methodology
    • Forecast Methodology
    • Organization of the Report
    • Related Research
    • Summary of Findings
    • Gartner Dataquest Recommendations
  • State of the Industries
    • Market Size
    • Key Business Goals
    • Market Inhibitors
    • Solution Areas of Opportunity
    • Component Breakdown
  • Lessons for Vendors From the Front Lines
    • Business Benefits: the Key to CRM
    • Vendor Approaches to Demonstrating the Business Benefits of CRM
    • Recommendations
  • Manufacturing: From Contact Management to Knowledge Management
    • Business and Technology Drivers and Inhibitors
    • Evolution of CRM Solutions in Manufacturing
    • CRM Forecast
    • Case Studies
    • Gartner Dataquest Recommendations
  • CRM in the Education and Healthcare Vertical Markets
    • CRM Market in Education
    • State of the CRM Market in Education
    • The Internet as Focus of Relationship Management
    • CRM in the Healthcare Industry
    • CRM For Healthcare Payers
    • CRM For Healthcare Providers
    • Recommendations to Vendors
  • State and Local Government: Transformation through CRM
    • Business Drivers and Inhibitors
    • Key Decision Makers
    • Solution Impact on State and Local Government
    • Competitive Landscape
    • CRM Forecast
    • Critical Success Factors
  • Conclusions and Recommendations
    • CRM Solution Implementation and Market Maturity
    • Customer-Focused Business Processes
    • Representative Vendors
    • Marketing Messages for Key CRM Decision Makers
    • Recommendations

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