Gartner Research

What's Hot in CRM Applications in 2016

Published: 30 August 2016

ID: G00314153

Analyst(s): Theodore Travis , Ed Thompson , Jenny Sussin , Jason Daigler , Adam Sarner


The hot areas of CRM are altering, as SaaS/cloud is now mainstream, with social and mobile also cooling. Among IT leaders in support of sales, customer service and support, marketing, and digital commerce, analytics are hot, as are multichannel technologies.

Table Of Contents


  • Marketing
  • Sales
  • Customer Service and Support
  • Digital Commerce
  • Adjacent Initiatives Impacting CRM

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