Gartner Research

Market Guide for CRM in Tier 1 Retail

Published: 17 June 2016

ID: G00300407

Analyst(s): Kelsie Marian

Summary

Five main symbiotic processes are foundational when transforming Tier 1 multichannel retailers to digital businesses. As retail CIOs select, upgrade or replace CRM applications, they should balance delivery against core processes and the ability to adapt to the new realities of digital business.

Table Of Contents

Market Definition

Market Direction

Market Analysis

  • The Five Critical and Interdependent CRM Processes
    • Campaign Management
    • Customer Analytics
    • Loyalty
    • In-Store CRM
    • Real-Time Offers

Representative Vendors

  • Aptos
  • Fujitsu
  • IBM
  • Infor
  • NCR
  • Oracle
  • Salesforce
  • SAP
  • SAS
  • Symphony EYC
  • Teradata
  • TIBCO Software

Market Recommendations

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