Gartner Research

Market Guide for CRM in Tier 1 Retail

Published: 13 June 2018

ID: G00334269

Analyst(s): Kelsie Marian


In the era of digital business, CIOs must support retailers in providing customer-centric experiences as a competitive differentiator. The next phase of CRM includes leveraging advanced technologies to better understand and predict customer behavior across a variety of contextual settings.

Table Of Contents

Market Definition

  • Market Description

Market Direction

Market Analysis

  • The Five Critical and Interdependent CRM Processes
    • Campaign Management
    • Customer Analytics
    • Loyalty
    • In-Store CRM
    • Real-Time Offers

Representative Vendors

  • Market Introduction
  • Vendor Profiles
    • Aptos
    • Fujitsu
    • IBM
    • Infor
    • NCR
    • Oracle
    • Salesforce
    • SAP
    • SAS
    • Symphony RetailAI
    • Teradata
    • TIBCO Software

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