Gartner Research

Market Opportunity Map: Customer Service and Support and Digital Commerce, Worldwide

Published: 01 February 2021

ID: G00735543

Analyst(s): Julian Poulter , Yanna Dharmasthira, Hai Swinehart


CSS and digital commerce will continue to be the fastest-growing CRM software markets, with a combined CAGR of 11% forecast through 2024. Technology general managers can use this document to accelerate growth with digital commerce and transform service and support through digital channels.

Table Of Contents


Market Opportunity Map


Strategic Options

Gartner Recommended Reading

Data Sources for Market Opportunity Map

Note 1: The Gartner Competitive Index (GCI)

Note 2: CRM Taxonomy

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