Market Overview According to Gartner
According to Gartner ®:
CRM implementation services continue to be in high demand and integrate many competencies, including CRM software, analytics, business consulting, mobility and social. The Magic Quadrant positions CRM service providers and assists enterprises in identifying providers that best fit their needs.
Following is the infamous Magic Quadrant for CRM Service Providers, Worldwide:
My position is that the new fate of CRM is "CRM Plus"
Gartner ® in my opinion has either failed to realize the invaluable "Plus" component or has included that in aforementioned evaluation criterion such as Strategy, Innovation or Product/Service.
It has been noticed in multiple industries (healthcare, supply chain, banking and financial services) that seamless integration with existing business processes and enterprise assets is what F500 clients are looking for - is what they really need. Out of the box customization and mere knowledge of application of product development skill-sets are no longer sufficient - infact relying solely on those is most often or not proving to be a major disastrous (CRM) engagement.
The demand is a purely personalized CRM implementation by:
(a) Leveraging commercial out-of-the-box products (like Oracle, Microsoft, SalesForce, etc. or even Zoho for that matter), and
(b) Designing and building a scalable enterprise wide CRM platform that integrates into existing business processes and IT assets without compromising performance, quality and security - three NFRs that are not only domain but also organization specific.
That is what I call "CRM Plus".
- Gartner ® publication: "Magic Quadrant for CRM Service Providers, Worldwide", 20 September 2012, ID:G00238208
- Gartner ® Analysts: Patrick J. Sullivan, Ed Thompson
- Gartner is a registered trademark of Gartner ®