Published: 06 September 2023
Summary
Sales force automation platforms enable deeper sales automation, mediation of buyer and seller interactions and standardized CRM sales processes. Application leaders supporting sales should evaluate the 13 vendors against 12 critical capabilities within three use cases to identify the best fit.
Included in Full Research
Overview
Key Findings
The sales force automation (SFA) platform market is experiencing low-value attainment and realization from deployments as noted by Gartner clients. Much of this is due to poor user adoption, data governance challenges, and a lack of best practices from vendors.
SFA platform vendors are heavily investing in and augmenting existing critical capabilities with generative AI (GenAI). This will improve overall value attainment and usability, and will transform ways to execute on sales processes.
Most SFA platform vendors in this research have redesigned, are redesigning or will redesign their user experience altogether through new and modernized user interfaces. Some will provide
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- BUSINESSNEXT
- Creatio
- Freshworks
- HubSpot
- Microsoft
- Neocrm
- Oracle
- Pega
- Salesforce
- SAP
- SugarCRM
- Vtiger
- Zoho
- Account and Contact Management
- Activity Management
- Opportunity Management
- Guided Selling
- Forecasting Management
- Mobile, IoT and Bot
- Lead Management
- Visualization and Analytics
- Partner Relationship Management
- Platform and Composability
- Collaboration
- Proposal and Quote
- B2B Sales
- B2C Sales
- Indirect/Relationship Sales
Gartner Recommended Reading
Critical Capabilities Methodology