Gartner Research

Market Guide for CRM in Tier 1 Retail

Published: 25 May 2017

ID: G00312876

Analyst(s): Kelsie Marian


Five main symbiotic processes are foundational as retailers transform to multichannel digital businesses. As retail CIOs select, upgrade or replace CRM applications, a focus on support of core customer processes is required 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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