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Which CRM Applications Matter Most In 2018

 

According to recent research by Gartner,

These and many other fascinating insights are from Gartner’s What’s Hot in CRM Applications in 2018 by Ed Thompson, Adam Sarner, Tad Travis, Guneet Bharaj, Sandy Shen and Olive Huang, published on August 14, 2018. Gartner clients can access the study here  (10 pp., PDF, client access reqd.).

Gartner continually tracks and analyzes the areas their clients have the most interest in and relies on that data to complete their yearly analysis of CRM’s hottest areas. Inquiry topics initiated by clients are an excellent leading indicator of relative interest and potential demand for specific technology solutions. Gartner organizes CRM technologies into the four category areas of Marketing, Sales, Customer Service, and Digital Commerce.

The following graphic from the report illustrates the top CRM applications priorities in Marketing, Sales, Customer Service, and Digital Commerce.

Key insights from the study include the following:

Source: Gartner by Ed Thompson, Adam Sarner, Tad Travis, Guneet Bharaj,  Sandy Shen and Olive Huang, published on August 14, 2018.

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