Gartner Research

Mastering the CRM Universe: A Framework for Technical Professionals

Published: 18 August 2017

ID: G00326160

Analyst(s): Chris Fletcher


CRM is a large, growing and diverse technology category, with more than 190 subsegments. Technical professionals with CRM responsibility should use the analysis and recommendations in this research to design their solution architecture and ensure successful implementations.

Table Of Contents


  • CRM Analysis Summary: The Impact for Technical Professionals
  • Technical Professionals Face a Large, Diverse Functionality Landscape
  • An Overview of the Diverse Types of CRM Application Functionality
    • Sales Functionality
    • Customer Service Functionality
    • Marketing Functionality
    • Digital Commerce Functionality
    • Field Service Functionality
    • Cross-CRM Functionality


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