This RadarView™ assists enterprises in selecting the appropriate customer relationship management (CRM) vendor to address challenges in customer data management, relationship tracking, and sales efficiency. It begins with a summary of key trends shaping the supply side of the market. It continues with a detailed assessment of 12 major CRM platform vendors supporting enterprises with customer relationship management. Each profile provides an overview of the vendors, their key products and modules, and a list of clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the vendor’s product maturity, enterprise adaptability, and innovation road map.
Cloud CRM suite vendors are leveraging generative AI to enhance customer engagement, operational insights, and application development. They are investing in partnerships to optimize sales workflows, manage customer data, and expedite transaction dispute resolution, creating a more integrated and efficient CRM ecosystem. Vendors are also introducing AI capabilities to improve contextual responses, payment solutions, data integration, and product analytics. To ensure successful adoption and utilization, they provide extensive training programs, including certifications, online courses, and role-based training, aimed at developing practical skills and enhancing customer satisfaction and operational excellence.
The Cloud Customer Relationship Management Suites 2024 RadarView™ highlights key supply-side trends in the CRM platforms space and Avasant’s viewpoint. It aids companies in identifying top vendors to assist them in their CRM adoption journeys. It also analyzes each vendor’s capabilities in technology and delivery support, enabling organizations to identify the right strategic partners for CRM adoption.
This RadarView includes a detailed analysis of the following CRM vendors: Adobe, Creatio, Freshworks, HubSpot, Microsoft, Oracle, Pega, Salesforce, SAP, SugarCRM, Zendesk, and Zoho.
Our evaluation of platform vendors is based on public disclosures and Avasant’s ongoing market interactions. The assessment is across the three dimensions of product maturity, enterprise adaptability, and innovation road map, leading to our recognition of those vendors that have brought the most value to the market over the past 12 months.
About the report (Page 3)
Executive summary (Pages 4–9)
Supply-side trends (Pages 10–14)
Vendor profiles (Pages 15–39)
Appendix (Pages 40–43)
Key contacts (Page 44)
Read the Research Byte based on this report. Please refer to Avasant’s Cloud Customer Relationship Management Suites 2024 Market Insights™ for detailed insights on the demand-side trends.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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