2020 CRM Value Matrix Highlights Increased ROI from AI Optimization and Omnichannel Integration

Nucleus Research identifies Creatio, Infor CloudSuite CRM, Microsoft Dynamics 365, Oracle CX Cloud and Salesforce as leaders

BOSTON–(BUSINESS WIRE)–Nucleus Research today released the 2020 CRM Technology Value Matrix, its assessment of the Customer Relationship Management (CRM) market. For the report, Nucleus evaluated CRM vendors based on their products’ usability, functionality and overall value.

While other firms’ market reports position vendors based on analyst opinions, the Nucleus Value Matrix segments competitors based on usability, functionality and the value that customers realized from each product’s capabilities, measured with Nucleus’ rigorous ROI methodologies.

Nucleus named Creatio, Infor CloudSuite CRM, Microsoft Dynamics 365, Oracle CX Cloud and Salesforce as CRM leaders.

As one of the most mature and competitive business application spaces, CRM vendors must differentiate themselves in order to better help their customers deliver satisfying and personalized experiences that build loyalty and drive revenue. Leading CRM vendors have been quick to employ cutting edge technologies, such as optimized AI tools and omnichannel capabilities. eUnified customer experience (CX) has also gained momentum with small to mid-sized vendors taking steps to integrate marketing and customer service functionality with traditional sales automation and Salesforce management tools.

As CRM vendors look to differentiate from their competition, creating and delivering the right experience for each customer at the optimal time is critical,” says Ian Campbell, CEO of Nucleus Research. “To do this, vendors must be able to gather and analyze as much relevant customer data as possible.”

The CRM space is ripe with innovation, from automation and repeatability enhancements to new applications of artificial intelligence,” says Daniel Elman, analyst at Nucleus Research. “Leading vendors are optimizing their solutions with smart capabilities, such as natural language search, coaching by digital assistants, and workflow automation, in order to deliver the most value for their customers.”

See the full report at: https://nucleusresearch.com/research/single/2020-crm-technology-value-matrix/

About Nucleus Research

Nucleus Research is a global provider of investigative, case-based technology research and advisory services. The company’s ROI-focused research approach provides unique insight into the actual results technology solutions deliver, allowing organizations to cut through marketing hype to understand real operational value and select or renew the best technology solution for their environment. For more information, visit NucleusResearch.com.


Adam Ouellet