Nucleus Research Releases 2023 Customer Relationship Management Technology Value Matrix

Leaders in the CRM market include Creatio, Microsoft, Oracle, SugarCRM, and Zoho

The customer relationship management (CRM) market is evolving as technology that was once reserved for large organizations with high volume or complex sales strategies is now more accessible than ever for organizations of all sizes.

Over the last year, Nucleus monitored the trend of organizations across all industries looking to extend the functionality of their CRM technology with verticalized capabilities,” said Research Analyst Cameron Marsh. “The market has reflected this, as leading vendors have made substantial investments heightening the adaptability of their solutions and lowering the barrier to entry for customers looking to customize a solution to specific needs.”

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Customer relationship management is one of the most well-established elements of business technology, and the gaps in functionality that used to create differentiation amongst players in the space have weakened. Now, CRM vendors are striving to differentiate themselves by equipping users with customized capabilities that enable them to provide elevated experiences for their customers. With the availability of low and no-code app development tools, growing third-party ecosystems, and purpose-built CRM offerings, a solution’s ease of extensibility has become a notable factor driving an organization’s selection process.

Leaders in this year’s Value Matrix deliver advanced functionality without sacrificing ease-of-use at scale. They include Creatio, Microsoft, Oracle, SugarCRM, and Zoho.

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The Experts in this year’s Value Matrix are organizations that deliver value to customers with complex use cases through deep functionality and industry-specific capabilities. They include NexJ, Salesforce, SAP, and X2 CRM.

Facilitators in this year’s Value Matrix deliver value through greater ease of use and quick implementation. These include Acumatica, HubSpot, Keap, and Zendesk.

Core Providers deliver core capabilities for those organizations looking for a straightforward solution with quick time-to-value. This year’s Value Matrix Core Providers are Maximizer Software and Pegasystems.

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