Gartner Blog Network


Dancing with Social CRM Vendors

by Jenny Sussin  |  August 19, 2015  |  1 Comment

How suite it is to be in the social CRM market these days!

Following a round of acquisitions from 2009-2013, the pace of acquisitions in the social CRM market seemed to have slowed as big CRM vendors like Microsoft, Oracle, SAP and Salesforce worked to build out the products they acquired. It seemed as though the social media suite vendor was a thing of the past, but 2015 is looking like the year to second guess conventional thinking (ie: megavendors will rule all) and consider what the future would be like if the future of social CRM meant working with social media suites rather than multi-channel (social + email + chat + mobile + etc.) application providers like Microsoft, Oracle, SAP and Salesforce.

Let’s first recount some of the most recent acquisitions that have brought us closer to the multi-channel future:

And some of those that have brought us closer to the social media suite future:

*Sysomos separates from Marketwired (2015)

Neither list is short, and the suite list certainly has names which dominate and it brings about an interesting conversation which assumes that there will be a few suite players which make it out of the social media application boom as independent social media vendors. This is certainly not an original thought, but it would seem the players most likely to make it are becoming increasingly clear.

Now comes the time to consider YOUR future based on your company’s vision for social. Is social going to be treated as its own business unit to be filled with new “social media specialist” employees? Will it be a permanently blended team of experienced support and marketing employees? Will it be a piece of your multi-channel marketing, support, sales or commerce strategies?

Time to decide!

Additional Resources

View Free, Relevant Gartner Research

Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence.

Read Free Gartner Research

Category: 

Jenny Sussin
Managing VP
7 years with Gartner
8 years IT industry

Jenny Sussin is a Managing Vice President for CX and Sales Research. Read Full Bio


Thoughts on Dancing with Social CRM Vendors


  1. […] Click here to view the full post. […]



Comments are closed

Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.