Zendesk has been named as a leader in Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center. Gartner has named Salesforce as a clear leader in the quadrant, with other CRM systems like Pega, Oracle, ServiceNow and Microsoft also maintaining their leadership positions. In recent times, we have seen significant innovations and investments into the CRM Customer Engagement Centers. Interestingly, Gartner has named SAP as a challenger, and SugarCRM, and Zoho CRM as the niche players in its latest report.
Zendesk’s open and flexible CRM system Sunshine continues to expand and garner the applause of top brands.
This webinar in May 2020 showcased how agent experience is evolving in 2020, particularly in the COVID-19 scenario.
According to a recent Customer Engagement Report, nearly two-thirds of the marketers still rely on ‘engagement metrics’ as a standard to measure marketing performance and effectiveness. 40% of the marketers surveyed still rely on multi-touch attribution to measure the effectiveness of their customer communications. As marketing technologies continue to diversify with the integration of CDPs and Analytics within CRM systems, we are already witnessing a better brand-customer interaction across various digital channels, including advertisements and social media.
Companies like Zendesk and Salesforce are redefining the way their customers think about interacting with CRM Customer Engagement and how it can become the new normal of business success.
For example, Zendesk’s Social Impact Report 2019 has outlined the various activities the company has undertaken in the last 12 months to prioritize customer engagement as a reflection of their organizational culture. This culture is built on a value system of social issues, includes empathy and interpersonal human interactions within the organization.
With billions invested in the CRM technologies, it’s obvious that companies need to continue their product integrations to enable marketing and sales teams. The add-ons with contact center agents, communications and customer support teams also empower the marketing teams to provide an omnichannel agent experience with a unified view of customer data analytics.
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