Each year, Gartner produces their “Magic Quadrant” of CRM Customer Service Contact Centers. The evaluation of different CRM software systems is based upon how effectively the CRM solution meets the current priorities of CIOs (according to Gartner studies).
Gartner CIO surveys list cost-cutting, customer experience, and customer service as the business factors that will drive decision making during the next 24 months. “Attracting and retaining new customers” dropped from second to fourth place in one year, while “cutting costs” jumped from fifth to second on the priority list.
With this priority shift in mind, Gartner has placed Microsoft Dynamics CRM in the leaders quadrant again in 2009 showing it is one of three solutions that has demonstrated it can lower costs while driving customer loyalty. This placement reflects a balance of both a complete product vision and an ability of the product to execute its vision.