2 min read

Microsoft Dynamics CRM is in the “Leaders” quadrant in Gartner’s 2009 Magic Quadrant for CRM Customer Service Contact Centers

Customers seeking information before investing in technology often turn to Gartner, Inc., because of its detailed and methodical reviews. Among the most respected reports are its Magic Quadrants, which help buyers assess vendor strengths and weaknesses that can be used to meet the purchaser’s current and future business and technology requirements. Microsoft Dynamics CRM is pleased to note that in the 2009 Magic Quadrant For CRM Customer Service Contact Centers, published April 3, 2009 and written by Gartner Research Vice President and Distinguished Analyst Michael Maoz, Gartner positions Microsoft Dynamics CRM in the “Leaders” quadrant.

Microsoft is positioned in the Leaders Quadrant in the latest Gartner Magic Quadrant Report
on CRM for customer service, April 03, 2009


This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available from Microsoft at http://www.microsoft.com/presspass/press/2009/apr09/04-29CRMMQPR.mspx.

Gartner uses 15 weighted criteria to determine whether a vendor is a niche player, a visionary, a challenger or a leader.

The Collective Excellence of Dynamics CRM with other Microsoft Products and Technologies

Delivering the Microsoft integrated customer service contact center vision to Gartner for this report was a collaborative undertaking among not only the many members of the Microsoft Dynamics CRM team but also among many customers who served as detailed references.

Customer Care Framework, which makes it easy for contact center organizations to aggregate disparate applications into a single user interface, is a good example of the kind of value-add that the world of Microsoft brings to Microsoft Dynamics CRM in the contact center. (Learn more at http://www.microsoft.com/ccf

More Details and Read the Full Report

Besides Gartner, Forrester ranks Microsoft Dynamics CRM as a leader in both the Q3 2008 Forrester Wave for Enterprise CRM Suites and the Q3 Forrester Wave for Mid-Market CRM reports, citing functionality, ease of use and time to value. Microsoft Dynamics CRM consistently receives accolades from analysts and press alike. The CRM team considers this to serve as a strong affirmation of the product’s ability to deliver.

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


Karen Smith