Social Selling, Industry Accelerators, Platform Features Emerge as Differentiators in Nucleus Research 2017 Value Matrix for CRM

Salesforce leads the pack with Oracle and Microsoft as strong contenders

The highly competitive CRM market continues to expand beyond traditional CRM functionality to include embedded intelligence, Internet of Things (IoT) frameworks and vertical industry accelerators, the 2017 Value Matrix for CRM shows. Social selling capabilities in particular are a top priority among leading vendors.

This year’s leaders include: Bpm’online, Infor CX, Microsoft Dynamics 365, Oracle CX Cloud, Pegasystems, Salesforce, and Veeva Systems.

“Today’s apps are not your father’s CRM. Highly social, primed for IoT and with vertical industry capabilities, CRM is finally breaking the silos between sales, marketing and service automation for a single, integrated approach. All in an environment where the development cadence is fast and accelerating with the competition only getting more intense,” said Rebecca Wettemann, VP of research at Nucleus Research.

Monitoring a rise in CRM adoption over recent years, Nucleus Research notes a powerful impact on innovation within customer communities, training programs and overall peer collaboration that drive better use practices. These community enhancements are progressively encroaching on more traditionally coded CRM ecosystems and are a driving force for creating applications through user-friendly configuration functions rather than requiring specialized training for direct coding skills.

See the full report at: https://nucleusresearch.com/research/single/crm-technology-value-matrix-2h2017/