Gartner Research

Critical Capabilities for Sales Force Automation

Published: 29 July 2020

ID: G00436198

Analyst(s): Theodore (Tad) Travis , Adnan Zijadic , Ilona Hansen , Melissa Hilbert


Sales force automation tools standardize a company’s core CRM sales processes. This Gartner Critical Capabilities research evaluates 15 SFA vendors against three use cases. Application leaders supporting sales should use our use-case-specific rankings to identify vendors for further evaluation.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Creatio
    • Freshworks
    • Insightly
    • Microsoft
    • Oracle
    • Pega
    • Pipeliner
    • Salesforce
    • SAP
    • SugarCRM
    • Vtiger
    • Xiaoshouyi
    • Zendesk
    • Zoho
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Account and Contact Management
    • Activity Management
    • Opportunity Management
    • Guided Selling
    • Forecasting Management
    • Reports and Dashboards
    • Mobile
    • Partner Relationship Management
    • Platform and Integration
    • Lead Management
  • Use Cases
    • B2B Sales
    • B2C Sales
    • Indirect/Relationship Sales
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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