Gartner Research

The Gartner CRM Vendor Guide, 2017

Published: 09 June 2017

ID: G00324453

Analyst(s): Jason Daigler , Theodore Travis , Penny Gillespie , Melissa Hilbert , Ilona Hansen , Drew Kraus , Julian Poulter , Jeff Freyermuth , Todd Berkowitz , Gareth Herschel , Steve Blood , Nadine LeBlanc , Jim Davies , Saul Judah , Rob Dunie , Patrick Sullivan , Ed Thompson , Olive Huang , Brian Manusama , Bern Elliot , Jenny Sussin , Michael Maoz , Adam Sarner , Twiggy Lo , Mark Lewis , TJ Singh , Jim Robinson , Melissa Davis


CRM continues to be the fastest-growing business software application market, and application leaders responsible for supporting customer relationship management continue to invest in digital technologies to drive growth and improve the customer experience.

Table Of Contents


  • Market Forecast: Positive Outlook for CRM, Worldwide, Through 2021
  • Cool Vendors
    • Cool Vendors, 2016
    • Cool Vendors, 2015 Through 2011
  • Sales
    • Sales Execution Systems
    • Sales Enablement
    • Quote-to-Revenue
    • Sales Performance Management
    • Social for Sales
    • Recurring Revenue Management
    • Sales Analytics
  • Marketing
    • Multichannel Campaign Management
    • Digital Marketing
    • Social for Marketing
  • Customer Service
    • Customer Engagement Center Suite
    • Customer Self-Service
    • Workforce Optimization Engagement and Optimization
    • Contact Center Infrastructure
    • Social for Customer Service
    • Analytics for Customer Service
    • Customer Journey Analytics
  • Field Service
    • Field Service Management
  • Customer Experience Management
    • Enterprise Feedback Management
    • Voice of the Customer
    • Customer Journey Analytics
    • Specialist Customer Experience Management Service Providers
  • Cross-CRM
    • Cross-Functional Customer Analytics
    • Intelligent Business Process Management Suites
    • Master Data Management for Customer Data
  • 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 and Customer Experience Service Providers
    • CRM and Customer Experience Service Providers With Capabilities in North America
    • CRM and Customer Experience Service Providers With Capabilities in EMEA
    • CRM and Customer Experience Service Providers With Capabilities in Asia/Pacific and Japan
    • CRM and Customer Experience Service Providers for SaaS Implementations
    • CRM Vendor Considerations for Small or Midsize Businesses

©2021 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

Learn how to access this content as a Gartner client.