Happy New Year everyone. Now that we are well into January, this is a good time to share thoughts and observations about the CRM Sales Research agenda for 2018.
Yesterday, we published our look-ahead analysis in the Customer Relationship Management and Customer Experience Primer for 2018. (full document available to Gartner clients only)
We believe that the market for sales technologies is in the midst of significant innovation and transformation. Algorithms and process automation are converging in ways that will permanently change how sales organizations engage with prospects and customers. It will also improve business outcomes that you can expect from your sales technology.
We call this change the Third Wave of Sales Force Automation:
Accordingly, we will research the impact of algorithms in all of our primary CRM Sales categories, including Sales Force Automation, Lead Management, CPQ, PRM, Sales Performance Management, and sales enablement. We will examine how algorithms up-end traditional approaches to sales processes and sale execution.
We will also take a long-term look at sales technology, examining how solutions will converge. For example:
- Sales content management vendors are partnering with sales coaching solutions
- PRM vendors are investing in CX processes like partner journey mapping
- Business leaders need tools that integrate Sales Performance Management and Corporate Performance Management for better demand planning and forecasting
- CPQ tools move from back-office systems into front-office systems
Finally, we will also continue to cover the operational topics that are important to application leaders, like implementation, roadmap management, and governance best practices.
Gartner clients are invited to talk with anyone on the CRM Sales research team to review these topics.
Read Complimentary Relevant Research
Realizing the Benefits of Superior Customer Experience: A Gartner Trend Insight Report
Nearly half of organizations in a Gartner survey claimed they can track the financial benefits of CX projects, while Gartner's marketing...
View Relevant Webinars
Customer Experience Drives Value for Midsize Enterprises
Customer experience (CX) is now a top priority for CEOs. Midsize enterprises embrace customer experience with a deep focus on customer...
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.