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Accenture is positioned in the Leaders Quadrant
This Magic Quadrant focuses on the customer experience (CX) and CRM implementation service market worldwide.
CRM implementation services continue to be in high demand. Service providers are widening beyond CRM software to include consulting, analytics, digital enterprise and social CRM.
The relative positioning of vendors in this Magic Quadrant is based on inclusion criteria and key criteria for evaluating their ability to execute and completeness of vision.
During the past few years, the market for stand-alone CRM implementation has evolved from deployment to enablement of a "360-degree view of the customer" or "voice of the customer" (VoC). The focus here is not on the CRM application itself but, rather, on the pulling together of all the information about customers, interactions and transactions across all applications, business units and processes. This requires an information-architecture-centric approach that incorporates customer-analytics disciplines, and it usually also requires mobile technologies to have this information available whenever and wherever employees and customers desire. The customer information integration effort is where the largest focus on the market is today and includes cross-CRM solutions that encompass master data management, VoC and customer analytics.
Providers are assessed as to how well they support the omni-channel and CX implementations and also assessed in terms of their base CRM and VoC competencies.
Gartner analysts evaluate vendors on two criteria: ability execute and completeness of vision.
Ability to Execute: Gartner analysts evaluate service providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation. Ultimately, service providers are judged on their ability and success in capitalizing on their vision.
Completeness of Vision: Gartner analysts evaluate service providers on their ability to convincingly articulate logical statements about current and future market direction, innovation, customer needs, and competitive forces and how well they map to the Gartner position. Ultimately, service providers are rated on their understanding of how market forces can be exploited to create opportunity for the provider.
Vendors positioned in the Leaders quadrant are performing well today, gaining traction and mind share in the market; they have a clear vision of market direction and are actively building competencies to sustain their leadership position in the market.
©Copyright Gartner, Inc. Source: “Magic Quadrant for CRM Service Providers, Worldwide” by Patrick J. Sullivan and Ed Thompson. 11/10/2014.
Disclaimer: This graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available via this link. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
November 10, 2014
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