AI and Automation Breathe New Life Into Midmarket CRM Suites

Executive Summary

The midmarket customer relationship management (CRM) landscape is full of point solutions addressing unique feature sets and specific customer-oriented business processes. Unlike with enterprise CRM solutions, today’s vendors have designed for rapid deployment, provided rich templates, supported artificial intelligence (AI) capabilities, and improved overall usability to tailor their offerings for the midmarket.

Constellation’s latest market overview dynamically updates evaluations of the key players with midmarket solutions for CRM. In general, Constellation believes that CX leaders should follow seven recommendations that help organizations identify the right technology solution for their business needs and help midmarket customers work closely with a technology vendor or a partner for a win-win solution.