Gartner Blog Network

Category: 'vendor-contracts' Blog Posts

from the Gartner Blog Network

The Customer Engagement Center Magic Quadrant, 2015

by Michael Maoz  |  April 27, 2015

The Customer Engagement Center is another way of saying a Customer Service and Support software suite. We had called it the CRM Customer Service Contact Center MQ for nearly 15...

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Optimizing Budget and Contract Terms for Salesforce.com

by Robert Desisto  |  January 7, 2015

Gartner has recently published two important research best practice frameworks that will help procurement professionals, and IT supporting sales and service professionals negotiate salesforce.com contracts, and select the most cost...

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#RSAC Buzz -- Regulators Raising the Bar on Vendor Risk Management

by French Caldwell  |  February 27, 2014

  [caption id="attachment_816" align="alignnone" width="572"] Vendor Risk Management Is Flashing Hot[/caption] I went to the RSA conference once  -- it was really busy and hearing from my buddies at the...

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The CIO's Cloud Mania for CRM: And they swam and they swam right over the dam.

by Michael Maoz  |  August 12, 2013

Let's face it: the five year cost of CRM software in a SaaS model has eclipsed on premise software costs for most organizations. We should re-state this: most businesses will...

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Navigating the Digital Marketing Metropolis, Part 2

by Andrew Frank  |  June 19, 2013

In the annals of data visualization, Harry Beck holds a special place as the innovator credited with coming up with the first modern transit map, the iconic London Underground Tube...

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Jim Sinur is Switching Channels

by Jim Sinur  |  April 22, 2013

It’s been a great run, here at Gartner, but all good things must end. I am retiring as of May 1st, 2013, but I am hoping you follow me to...

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For My Readers that Celebrate Easter

by Jim Sinur  |  March 28, 2013

Spring is a special time that reminds us of life springing up out of the ground. (This time of year in the northern hemisphere and 6 moths later in the...

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London BPM Conference Off to a Great Start

by Jim Sinur  |  March 13, 2013

Again there is a buzz amongst the delegates at the London BPM conference. The theme was aspire, challenge and transform for breakthrough performance  well introduced by John Dixon. John enumerated...

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Global CRM Buyers Begin to See the Limits of Cloud Hype

by Michael Maoz  |  February 22, 2013

CRM SaaS business applications began with a wimper back in 1999 reminiscent of a litter of hungry puppies. Over 90 percent of the vendor products, and often the vendor them...

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The atrophy of CRM applications in complex customer service environments.

by Michael Maoz  |  January 17, 2013

Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to...

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