Gartner’s CRM market research includes the market segments of customer service and support (CSS), sales, marketing, and digital commerce platforms. According to Gartner’s estimates*, Zendesk’s revenue growth rate for 2015 was more than quadruple the average revenue growth rate of the top 20 CRM vendors for 2015.

The CSS market includes the following subsegments: Customer engagement center (CEC), customer engagement workforce optimization (WFO) and field service management.

According to the report, “The CEC subsegment reflects the slow emergence of globally scalable, consumer-facing customer support applications in a multitenant cloud model. Consequently, many CIOs will favour an emphasis on CRM applications and projects for self-service, mobile, social engagement and real-time analytics.”

The CEC subsegment is explored in more detail in Gartner’s “Magic Quadrant CRM Customer Engagement Centers, 2016” report, published May 4, 2016, in which Zendesk was positioned in the “Leaders” quadrant.

Zendesk was the only company to move into a different quadrant in this year’s report. The Gartner Magic Quadrant report for Customer Engagement Centers is available at:

* Based on Gartner’s estimate of 2015 total worldwide software revenue.

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