THE BOTTOM LINE

CRM Technology Value Matrix 2H2018

Leading CRM providers are focused on breaking down barriers: those between siloed applications serving sales, service, and marketing, and those that limit user productivity. This is driving investments in integration to provide a complete view of the customer and leverage artificial intelligence (AI) across all interactions, and investments in user interface (UI) enhancements and embedded intelligence and coaching. With innovations coming on a quarterly basis from most leaders, those that can’t keep pace are increasingly challenged.