The Magic Quadrant for the CRM Customer Engagement Center published this morning ( http://www.gartner.com/document/3306017 – for clients), and though I risk running afoul of the rules in Robert Hartwell Fiske’s Dictionary of Unendurable English, let me add that it requires a parabasis. A Magic Quadrant is not magic. It is a spreadsheet. It has two axis. It has weightings. On each axis there are between 20 and 50 categories and subcategories. Each has its weighting. “Execution” favors the largest vendors. “Vision” is a level playing field. A parabasis is one of those talks that a character in a Greek play would give as themselves, the real person, instead of as an actor, from the edge of a stage during a break in the action. They would take off their mask, turn to the audience, and speak. Usually it was to ask the audience to drop their pretenses, to use an open mind and think independently and kindly about what was presented on the stage.
So too with an MQ. Analysts compare the real world experience of businesses that have deployed a vendor’s software against the claims and demonstrations that were given. The analyst speaks with other analysts, and with system integrators, and with ecosystem partners. They look at different geographic and industry requirements, and at device needs, like mobile, or chat bots, or social engagement. In the end, a bit Eliot-ish, as in the Love Song of J. Alfred Prufrock, it is time to decide, and as Prufrock said, “Should I, after tea and cakes and ices, Have the strength to force the moment to its crisis?” It is one thing to look at 32 software providers and evaluate their products, and it is another to finally push that key and see the actual graphic of the MQ pop up, and then explain to thousands of clients how you arrived at the decision that you did, and wrote the critique that you wrote.
We thank all of the hundreds of IT professionals who took the time to answer our questions, to complete surveys, and offer insights.
We thank the software vendors, both those that ‘made it’ onto the MQ and those who did not. All are of potential interest to our clients, and that is important to keep in mind: sometimes it will be the customer service software provider NOT on the MQ that will be most important for your business.
Let us know what you think.
Read Complimentary Relevant Research
CIO Futures: The IT Organization in 2030
The IT domain in 2030 will evolve out of today's agile practices and professional services models. CIOs will organize a fluid arrangement...
View Relevant Webinars
The Top 10 SaaS ERP Myths That Midmarket CIOs Need to Know
CIOs and ERP leaders in midsize organizations need to separate the myths of SaaS ERP, or cloud ERP more generally, from the reality....
Category: applications cio cloud contact-center crm customer-engagement customer-service digital-humanism innovation-and-customer-experience leadership mobile saas-and-cloud-computing social-software strategic-planning
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.