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

Summary

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

Analysis

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

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