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.
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