According to a report published recently by Gartner Research, CRM continues to be the fastest-growing business software application used to drive growth and improve customer experience. Gartner states that in 2017, SaaS (cloud-based deployments), represent more than 56% of all CRM deployments.
In the vendor guide, Gartner analysts help focus us on the important developments in these industries, and notable technological innovations.
This year WalkMe was featured in the report, under two categories:
- Agent Assistant Tools
- Sales Training Management Solutions
Let’s explore these categories.
Agent Assistant Tools
Gartner explains that employees are regularly tasked with navigating multiple, disconnected systems alongside processes that don’t align with customer expectations. Mature, experienced agents can pull off the facade that all is well, but less experienced agents struggle to do so. The result can impair the customer experience.
According to Gartner, there are a variety of possible solutions to this problem but they all share a common theme — “they assist the customer service employee to make their job easier and to enable them to deliver a better customer experience.” The list includes items such as process guidance, and process automation, where WalkMe is mentioned.
Sales Training Management Solutions
Gartner defines sales training management solutions as technologies that “train salespeople on the policies, procedures, processes, methodologies, best practices, as well as market and product information required to fulfill sales responsibilities.”
According to Gartner, the most common type is learning management systems (LMS), but the report also states that there are several note-worthy non-LMS solutions emerging.
Gartner mentions solutions that embed training videos and rich-content text directly into the Salesforce Automation systems (SFA), as well as sales enablement systems that provide sales content management capabilities. WalkMe falls into both these categories.
This report by industry authority, Gartner, recognizes once again
the value of and need for WalkMe’s Digital Adoption Platform.