2023 Customer Experience MetriStar – Customer Relationship Management Platforms

Author: Robin Gareiss, CEO and Principal Analyst

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Four providers earned the Metrigy MetriStar Top Provider Award for Customer Relationship Management (CRM) Platforms. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. Customer Relationship Management Platforms: CRM is the core contact and relationship management platform for customers or prospects. CRM helps companies track basics, such as customer contact information, as well as sales funnel status, purchasing history, buying preferences, frequency of communications, task management, and credit limits. The tools also integrate with project management, marketing automation, contact center, and many other applications and platforms. They also conduct analytics, and even leverage artificial intelligence to automate repetitive tasks or help sales teams identify appropriate customers for new services. Some CRM platforms compete with contact center platforms, particularly for digital channel interactions.