Gartner Research

Critical Capabilities for CRM Lead Management

Published: 03 October 2018

ID: G00352558

Analyst(s): Ilona Hansen , Noah Elkin , Jason Daigler , Julian Poulter


As CRM lead management solutions continue to be in high demand, Gartner has evaluated the products of 13 vendors, covering five use cases and eight critical capabilities. Application leaders supporting marketing and sales should use this research to find the best vendor match.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Act-On
    • bpmā€™online
    • IBM
    • Impartner
    • Marketo
    • Mautic
    • Oracle
    • Pegasystems
    • Salesforce
    • Salesfusion
    • SAP
    • Zoho
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Lead Aggregation
    • Multichannel Lead Management
    • Lead Process Management
    • Lead Augmentation and Deduplication
    • Lead Nurturing
    • Lead Scoring and Qualification
    • Analytics, KPIs and BI
    • Integration With Other Applications
  • Use Cases
    • Multisite Implementation, B2B
    • Single-Site Implementation, B2B
    • Multisite Implementation, B2C
    • Single-Site Implementation, B2C
    • Indirect Sales Models, Relationship Sales, B2B2C
  • Vendors Added and Dropped
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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