Gartner Research

The Gartner CRM Vendor Guide, 2018

Published: 31 May 2018

ID: G00349732

Analyst(s): Ed Thompson , Julian Poulter , Olive Huang, Gareth Herschel , Nadine LeBlanc, Theodore Travis , Penny Gillespie , Twiggy Lo , Jeff Freyermuth , Brian Manusama , Jason Daigler , Steve Blood , Rob Dunie, Yanna Dharmasthira, Guneet Bharaj, Bern Elliot , Gene Phifer , Todd Berkowitz , Melissa Hilbert , Adam Sarner , Christina Klock, Mike Lowndes , Drew Kraus , Kensuke Kawabe , Patrick Sullivan, Michael Maziarka , TJ Singh , Mark Lewis , Jim Robinson, Ilona Hansen , Melissa Davis , Saul Judah , Adnan Zijadic , Jenny Sussin , Sandy Shen , Michael Maoz, Jim Davies


Concurrent technology convergence and innovation continue to reshape the CRM business software application market, with M&As matched by new products and services. Application leaders must continue to invest to drive growth and improve CRM and customer experience while complying with regulations.

Table Of Contents


  • Market Forecast: Positive Outlook for CRM Worldwide Through 2022
  • Vendor Lists
  • Cool Vendors
    • Cool Vendors, 2017
    • Cool Vendors, 2016 Through 2011
  • Sales
    • Sales Execution Systems
    • Sales Enablement
    • Quote-to-Revenue
    • Sales Performance Management
    • Social for Sales
    • Recurring Revenue Management
    • Sales Analytics
  • Marketing
    • Multichannel Marketing Hubs
    • Digital Marketing
  • Customer Service
    • Customer Engagement Center Suite
    • Knowledge Management for Customer Service
    • Mobile Applications for Customer Service
    • Customer Self-Service Applications for Customer Service
    • Digital Engagement Channels for Customer Service
    • Contextual Insights for Customer Service
    • Agent Assistance Tools
  • Workforce Optimization Engagement and Optimization
    • Workforce Engagement Management Suite
    • Workforce Management
    • Interaction Recording
    • Agent Evaluation
    • Performance Management
    • Interaction Analytics
    • Postcall Surveys
    • Agent Coaching
    • E-Learning
  • Contact Center Infrastructure
    • Contact Center Routing Systems
    • Voice Self-Service
  • Social for Customer Service
    • Social Analytics for Customer Service
    • Social Media Engagement
    • Internal Community Software
    • External Community Software
  • Analytics for Customer Service
    • Interaction Analytics
    • Predictive Customer Analytics
    • Real-Time Decisioning
  • Customer Journey Analytics
    • Digital Experience Platforms
  • Field Service
    • Field Service Management
  • Digital Commerce
    • Digital Commerce Platforms
    • Digital Commerce Services
    • Digital Commerce Ecosystem
    • Social Commerce
    • Subscription Management
    • Configure, Price and Quote
    • Master Data Management
    • Warehousing, Logistics and Fulfillment Service Providers
    • Marketing Automation
    • Assisted Selling
    • A/B and Multivariate Testing
  • 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
  • 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
    • Salesforce CRM Specialist Providers (Listed by Country/Region)
    • Microsoft Dynamics CRM Specialist Providers (Listed by Country/Region)
  • CRM Vendor Considerations for Small Businesses and Midsize Enterprises

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