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Gartner’s Magic Quadrant For CRM: The Top 14 Vendors In 2019

Salesforce, Oracle and ServiceNow are just a few of the 14 vendors who made Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center.

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Niche Player: CRMNEXT

India-based CRMNEXT focuses on its strength in supporting large customers mostly in Asia/Pacific and parts of the Middle East. The company’s CEC solution, CRMNEXT Service Management, is part of a complete CRMNEXT platform that includes customer service, sales, marketing and digital journey capabilities. Its top-five clients each support over 10,000 users. Around 80 percent of its total revenue comes from the financial advisor area, especially in the retail banking and insurance sectors. CRMNEXT ranks last in execution and among the bottom of the pack for vision on the Magic Quadrant.

Strength: The company has created an application framework that enables organizations to design their own business flows. CRMNEXT’s ability to scale is key, as the vendor’s largest customer has over 300,000 daily users.

Weakness: CRMNEXT’s reach is mostly tied down to India with little traction in the U.S. and Europe. Customers have little third-party knowledge to choose from as an alternative to CRMNEXT’s resources for consulting services.

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