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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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Gartner’s CRM Methodology

In order to make Gartner’s Magic Quadrant, vendors needed to have at least $7 million in new revenue from software for core customer service, appear regularly on client shortlists, show sufficient professional services to fulfill current customer demands over the next six months, have a minimum of 15 customers using the latest version of its software for their customer service and support function, and be a “trendsetter” or “market mover” based on its software and strategy -- to name just a few of Gartner’s criteria. Vendors also need to have a clear view about how to escalate customer support from digital self-service to human agent.

Gartner's Magic Quadrant ranks vendors on their ability to execute and completeness of vision and places them in four categories: Niche Players (low on vision and execution), Visionaries (good vision but low execution), Challengers (good execution but low vision) and Leaders (excelling in both vision and execution).

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