Gartner Research

The Gartner CRM Vendor Guide, 2018

Published: 31 May 2018

Summary

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.

Included in Full Research

  • 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

Access Research

Already a Gartner client?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

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

Gartner research: Trusted insight for executives and their teams

What is Gartner research?

Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.

Gartner research is unique, thanks to:

Independence and objectivity

Our independence as a research firm enables our experts to provide unbiased advice you can trust.

Actionable insights

Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.

Proprietary methodologies

Our research practices and procedures distill large volumes of data into clear, precise recommendations.

Gartner research is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.

Tap into our experts

We offer one-on-one guidance tailored to your mission-critical priorities.

Pick the right tools and providers

We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.

Create a network

Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.

Experience Gartner Conferences

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

©2022 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.