Frost Radar™: Customer Relationship Management, 2024

Frost Radar™: Customer Relationship Management, 2024

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

Businesses want customer relationship management (CRM) software that unifies all data related to customers and deals, and provides advanced integrations with business applications and advanced security.

The CRM industry is in the growth phase, with solution providers consolidating. Some providers offer combined CRM suites while others offer stand-alone solutions for specific applications such as marketing automation, sales, and service.

Leading vendors offer CRM functionalities that leverage AI to boost automation and workflow management. Generative AI is the latest enhancement that CRM vendors are offering to enhance the productivity and performance of sales, marketing, and service departments.

To beat competition, vendors will continue to invest in AI innovation and offer advanced security, tiered pricing, advisory and consultancy services, a simple user experience, quick implementation, and interoperability to satisfy existing customers and add new ones.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.