Gartner Research

What’s Hot in CRM Applications in 2018

Published: 14 August 2018

ID: G00348275

Analyst(s): Theodore Travis , Sandy Shen , Adam Sarner , Olive Huang , Guneet Bharaj , Ed Thompson


What’s hot in CRM varies by department, but AI, predictive technologies and other forms of analytics are the common denominators for 2018. This research outlines the key areas of interest for application leaders supporting CRM across marketing, sales, customer service and digital commerce.

Table Of Contents


  • Introduction
  • Marketing
  • Sales
  • Customer Service
  • Digital Commerce
  • Adjacent Initiatives Impacting CRM

Gartner Recommended Reading

©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.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.