Gartner Research

The Gartner CRM Vendor Guide, 2018


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.

Published: 31 May 2018

ID: G00349732

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

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

Gartner Recommended Reading

Already a Gartner client?

Become a Client

This research is reserved for paying clients. Speak with a Gartner specialist to learn how you can access this research as a client, plus insights, advice and tools to help you achieve your goals.

Contact Information

All fields are required.

By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©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.