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.
Why read this RadarView?
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.
Featured providers
This RadarView includes a detailed analysis of the following CRM vendors: Adobe, Creatio, Freshworks, HubSpot, Microsoft, Oracle, Pega, Salesforce, SAP, SugarCRM, Zendesk, and Zoho.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–9)
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- Definition and scope of cloud customer relationship management suites
- Avasant recognizes 12 top-tier vendors supporting enterprise adoption of cloud customer relationship management suites
- List of cloud customer relationship management suites vendors evaluated
- Vendor comparison
Supply-side trends (Pages 10–14)
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- Cloud CRM suite vendors are integrating generative AI to enhance customer engagement, operational insights, and application development
- Cloud CRM suite vendors are partnering to enhance sales workflows, customized behavioral insights, and accelerate transaction dispute resolution
- They are augmenting their platforms by adding new AI capabilities and data accessibility features and solving industry-specific use cases
- Cloud CRM suite vendors provide training to ensure practical skill development, enhance customer satisfaction and operational excellence
Vendor profiles (Pages 15–39)
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- Detailed profiles for Adobe, Creatio, Freshworks, HubSpot, Microsoft, Oracle, Pega, Salesforce, SAP, SugarCRM, Zendesk, and Zoho.
Appendix (Pages 40–43)
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- RadarView assessment
- Research methodology and coverage
- Interpretation of classification
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.