"Application leaders responsible for supporting customer relationship management continue to invest in digital technologies to drive growth and improve the customer experience.” -Gartner CRM Vendor Guide, 2017
In this report, Gartner summarizes the major components of CRM and evaluates vendors' core offerings. The report also details the categories that are vital in supporting customer service in the customer engagement suite, including social media for marketing and customer service.
Key takeaways include:
- In 2017, cloud-based deployments represent more than 56% of all CRM deployments
- The Internet of Things, customer analytics and built-in artificial intelligence are key drivers in the CRM market, helping to drive vendor growth and innovation
- Organizations should design their CRM applications to enable better cross-departmental collaboration, customer-journey-centric process design and multichannel experience management
Are you equipped to choose the right vendor to support your customer engagement needs?
Download your complimentary copy to understand the state of the CRM industry today as you structure your CRM strategy and prepare for digital customer experience success.
*Gartner CRM Vendor Guide, 2017, Jim Davies, Julian Poulter, Tad Travis, Ilona Hansen, Melissa A. Hilbert, Mark David Lewis, Todd Berkowitz, Jenny Sussin, Jason Daigler, Penny Gillespie, Adam Sarner, Michael Maoz, Brian Manusama, Jeff Freyermuth, Bern Elliot, Gareth Herschel, Patrick J. Sullivan, Ed Thompson, Rob Dunie, Saul Judah, TJ Singh, Olive Huang, Twiggy Lo, Nadine LeBlanc, Drew Kraus, Steve Blood, Jim Robinson, Melissa Davis, 9 June 2017