The CRM market is changing. Today most CRM suite vendors are offering modular sales, customer service, and marketing functions, enabling organizations to pick solutions that are best tailored to meet their needs. They are also expanding their offerings with plug-and-play apps, which enables enterprises to customize and extend the functionality of CRM suites. Finally, an array of ready-to-use connectors is enabling easy integration. These factors have boosted adoption of CRM suites, which saw a 13% growth rate in 2020. These and other trends are explored in our new Customer Relationship Management Suites 2020-2021 Radarview™ report, a comprehensive study of enterprise CRM suite adoption trends and the vendor landscape. The report helps companies identify the right solutions to improve their customer relationships. It also offers detailed capability and experience analyses of CRM vendors to assist enterprises in identifying strategic partners for their customer relations transformation journeys. The report ranks the leaders, innovators, disruptors, and challengers in this space.
We evaluated 20 vendors that offer CRM suites, using a rigorous methodology against the dimensions of product maturity, enterprise adaptability, and innovation roadmap. Of those 20 vendors, we recognize 11 that have brought the most value to the market during the past 12 months.
The report recognizes CRM suite vendors in four categories:
Figure 1 from the full report illustrates these categories:
“Forward-thinking companies have long used CRM suites,” said Avasant Research Leader Saurabh Verma. “Now, modular availability, connectors, app ecosystems, and as-a-service commercial models have made adoption easier than before. The supplier landscape has been evolving quickly. And with the pandemic reinforcing the urgency for digitization and automation of CRM processes, we expect to see accelerated adoption.”
Here are some key findings from the report:
The full report also features detailed RadarView profiles of the 11 CRM suite vendors, along with their solutions, offerings, and experience in deploying CRM suites.
This Research Byte is a brief overview of the Customer Relationship Management Suites 2020-2021 RadarViewTM report. The full report is available at no charge for Avasant Research subscribers, or it may be purchased by non-subscribers directly from our website (click for pricing).
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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