The Magic Quadrant for CRM and Customer Experience Implementation Services focuses on the CRM and customer experience (CX) implementation service market worldwide. This has evolved during the past few years into a broad and diverse marketplace with many different offerings and services. Providers are assessed as to how well they support both the more traditional CRM and the new wave of CX projects.
Customer experience implementation services continue to be in high demand, fueled by front-office and digital business transformation.
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 and Customer Experience Implementation Services, Worldwide” by Patrick J. Sullivan and Ed Thompson. 12/22/2015.
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