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Gartner Magic Quadrant for CRM and customer experience implementation services, worldwide

Accenture is positioned in the Leaders' Quadrant.

This year's Magic Quadrant analyzes the market for CX and CRM consulting and implementation services. The relative positioning of vendors in this Magic Quadrant is based on inclusion criteria and key criteria for evaluating the Ability to 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.

Leaders in this Magic Quadrant bring a wide range of business and technical capabilities that include CX strategy, business transformation consulting, customer analytics, enterprise architecture and design, CRM technology expertise, industry-specific domain expertise, and business change management. They demonstrate strong comparative revenue growth and can demonstrate the ability to scale across multiple geographic regions. They are delivering with high client satisfaction.


© Copyright Gartner, Inc. Source: “Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide” by Patrick J. Sullivan and Ed Thompson. 12/01/2016.

Disclaimer: This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document 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 or other designation. 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.