Gartner Reprint - Magic Quadrant for Cloud HCM Suites

April 29, 2018 | Author: Tamer El-Tonsy | Category: Cloud Computing, Sap Se, Strategic Management, Sales, Enterprise Resource Planning
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28/01/2018 Gartner Reprint  (https://www.gartner.com/home) LICENSED FOR DISTRIBUTION Magic Quadrant for Cloud HCM Suites for Midmarket and Large Enterprises Published: 15 August 2017 ID: G00311577 Analyst(s): Ron Hanscome, Melanie Lougee, Helen Poitevin, Chris Pang, Jeff Freyermuth, Sam Grinter, John Kostoulas, Mike Burden Summary HCM suites enable core HR, payroll, talent, workforce management and HR service delivery processes. Application leaders in entities with over 1,000 workers and emerging global needs that are pursuing a cloud HCM strategy should use this research to help identify vendors for further evaluation. Strategic Planning Assumption By 2020, 30% of global midmarket and large enterprises will have invested in a cloud-deployed human capital management suite for administrative HR and talent management, but will still need to source 20% to 30% of their HCM requirements via point solutions. Market Definition/Description Cloud human capital management (HCM) suites deliver functionality that helps organizations attract, develop, engage, retain and manage their workforces. These solutions support a variety of HCM capabilities (albeit to varying degrees based on the offering), including: HR administrative functions (admin HR) — Include core HR (organizational and employee data, employment life cycle processes, transactional employee and manager self-service), benefits and payroll administration; may also include occupational health and safety, grievance tracking, travel expense management, or other areas. HR service delivery (HRSD) — Includes direct access to policy and procedure guidance for employees and managers; may also include case management, knowledge base and digital document management. Talent management (TM) applications — Include recruiting, onboarding, performance management, compensation planning, career and succession planning, learning and development, and workforce planning. Workforce management (WFM) — Includes absence management, time capture, time and attendance evaluation, task/activities tracking, budgeting and forecasting, and scheduling. HCM suites and their individual applications also provide reporting and data as needed by local and international regulations, and often include analytics and dashboard capabilities. Transactional employee and manager self-service have become embedded roles within these solutions, and the ability to support mobile access has also become a fundamental part of these offerings. With increasing frequency, we see the inclusion of tools and applications embedded within HCM technologies to infuse traditional processes with collaboration, and capitalize on approaches that leverage social channels in the workplace to enhance overall user engagement and productivity. In addition, the need for a global HR system of record (SOR) continues to move down market. Already embraced by many larger enterprises, globalization is increasingly affecting midmarket organizations as well; the need to operate in multiple countries with diverse regulatory, data access and privacy requirements has become common. A robust and consistent repository of HR demographic, organizational and (often) talent data is viewed as necessary to remain both compliant and relevant in a very competitive business environment. As a result, this Magic Quadrant as delivered evaluates how well a given vendor can satisfy HCM functions for both large and midmarket enterprises and across multiple geographies, from both strategic and tactical standpoints. Clients with a limited worker presence outside their home region (of North America or Europe, for example) may get a more accurate representation of vendor capabilities by exercising one of the following options: Use the interactive Magic Quadrant and set the Geographic Strategy criterion to its lowest weighting. Review "Critical Capabilities for Cloud HCM Suites for Midmarket and Large Enterprises" ; this contains four specific use cases for organizations, three of which have a more limited regional focus: Core HR plus talent HCM suite for larger global organizations (more than 5,000 workers) North America midmarket HCM suite (1,000 to 5,000 workers) European-headquartered midmarket HCM suite (1,000 to 5,000 workers) North American administrative compliance suite for hourly workers (1,000 or more) Cloud HCM suites have entered the market from many different directions, emerging via native development, acquisition or expansion into a suite offering from their roots in admin HR, WFM or TM. https://www.gartner.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 1/23 28/01/2018 Gartner Reprint This Magic Quadrant's scope reflects Gartner's definition of "postmodern ERP": a technology strategy that offers diverse options for automating and linking administrative and operational business capabilities with levels of integration that balance the benefits of vendor-delivered integration against customers' requirements for flexibility and agility (see Note 1). Therefore, this Magic Quadrant features two types of vendor: Vendors developing, selling and marketing a single integrated solution with a single user experience (UX), data model and code base. These vendors each receive a single dot in the Magic Quadrant graphic. Vendors developing, selling and marketing multiple, distinct products. These offerings have workflow integrations, use vendor- supported integration technologies and are positioned as components of a "solution," rather than as stand-alone products in the vendors' portfolios. These vendors also receive a single dot in the Magic Quadrant graphic. We have incorporated any user feedback on these products' integration into their vendors' scores for the Product/Service criterion under Ability to Execute. We have considered the degree of market suitability of the portfolio in our assessment of the Market Understanding and Offering (Product) Strategy criteria under Completeness of Vision. In recognition of the growing adoption of loosely coupled HCM and financial applications, this Magic Quadrant focuses solely on vendors that actively market cloud HCM suites on a stand-alone basis to midmarket and large enterprises. It does not cover vendors that sell HCM applications only in conjunction with broader financial or integrated ERP offerings (as is common among ERP suites for midsize enterprises). Such solutions prioritize financial functionality and integration over HCM capabilities, therefore deliver basic HCM functionality that is more suitable for organizations with fewer than 1,000 employees. Because the many definitions of "cloud" that currently pervade the HCM market have led to much end-user confusion over current deployment models, this Magic Quadrant covers only vendors that deliver their solutions via either a shared community cloud or a public cloud — vendor-managed or in conjunction with an infrastructure as a service (IaaS) provider such as Amazon Web Services or Microsoft Cloud. This Magic Quadrant does not include vendors that sell only on-premises HCM solutions (although those that sell both cloud and on-premises solutions are included). Gartner estimates that the overall market for HCM software (including both on-premises and cloud/SaaS solutions) reached $10.4 billion in 2016. We forecast it to grow to $11 billion by year-end 2017. From a revenue share perspective, 2017 will also see SaaS revenue overtake on-premises-based licensing and maintenance revenue. Vendors will push toward cloud adoption, and organizations staying with on-premises solutions will suffer from limited and more cumbersome innovation. Vendors with existing on-premises customer bases that are aggressively selling their cloud solutions (such as SAP and Oracle) are not only taking share from other vendors, but often cannibalizing their own on-premises revenue streams as well. They may also be losing some on-premises customers to cloud-only alternatives in this very competitive market. In the meantime, TM module uptake continues to show steady growth, whether from HCM suites, TM suites or TM point solutions. As many vendors still have large on-premises installed bases that need to make decisions on how they will upgrade their HCM technology, Gartner expects that continued interest in cloud HCM suite solutions will drive considerable market activity for at least the next three to five years. Magic Quadrant Figure 1. Magic Quadrant for Cloud HCM Suites for Midmarket and Large Enterprises https://www.gartner.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 2/23 ADP reports that over 550 customers had selected its solution as of April 2017 (more than half being live). ADP ADP Vantage HCM is a SaaS solution targeted at North America-based multinationals ranging in size from 1. All reported vendor customer counts are as of June 2017. to bring to its clients a more scientific approach to engagement and performance. In January 2017 ADP acquired The Marcus Buckingham Co. and that these customers track workers in more than 50 countries. unless otherwise indicated.28/01/2018 Gartner Reprint Source: Gartner (August 2017) Vendor Strengths and Cautions Note that all mentions throughout this section to "customer satisfaction ratings" or "survey respondents" or "customer reference feedback" refer to an end-user survey performed in conjunction with this Magic Quadrant (data collected 3 April through 5 May 2017). functional.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 3/23 . product and vendor customer relationship (VCR) criteria on a 1-to-5 scale (1 = Extremely Dissatisfied. STRENGTHS https://www. and the acquisition's StandOut solution is now an option for Vantage HCM customers. All mentions comparing a vendor's customer reference feedback to "average" or "mean" refer to a calculated mean of the reference cohort relevant to this market (please refer to the Evidence section for more details on this survey).gartner. ADP is a Challenger in this Magic Quadrant. where vendor-provided customer references rated various overall.000 to 10.000 employees (although a few deployments are significantly larger). 5 = Extremely Satisfied). WFM. employees and managers. ADP Vantage HCM currently lacks workforce planning capabilities. Ceridian references were less satisfied than average with initial implementation and deployment as well as handover from implementation to support. industry and planned functional scope. Infor is a Niche Player in this Magic Quadrant.28/01/2018 Gartner Reprint ADP has a long track record in outsourced payroll services and an unmatched global payroll presence. career development and succession planning lags that of many HCM suite competitors. the live customer base has grown large enough to improve the availability of references for prospects considering the solution. This may affect the ability of prospects in other regions to find enough references similar to their size. customer adoption has not kept pace with that of many HCM suite competitors. While overall VCR satisfaction was at the mean compared to the overall reference sample. Infor's 2014 acquisition of PeopleAnswers provided predictive assessment and analytics capabilities that have been embedded into CloudSuite HCM's TM processes.500 North American customers to manage their workforces in more than 20 countries (almost 3. CAUTIONS Full support for TM is still emerging. cost and quality. payroll. From an overarching product perspective. STRENGTHS Dayforce HCM is a natively developed. They can also leverage the ADP Marketplace of more than 170 partner applications integrated via standard APIs. payroll.000 employees and over $100 million in annual revenue. with more than 1. This may indicate less-developed functionality in these modules. Dayforce HCM deployments outside of North America are limited (except for stand-alone WFM implementations). Ceridian has initiatives underway to improve implementation speed. and succession planning was pushed from late 2016 to early 2018 based on customer preference for earlier delivery of the aforementioned TM modules. service and retail organizations headquartered in North America. Infor references are most satisfied with the solutions' system admin/configuration/workflow and ease of use for professionals. https://www.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 4/23 . along with emerging talent management and global needs. It is a primary payroll partner option for many HCM suite vendors. benefits and talent functions.000 customers were live as of May 2017). compliance. Customers can supplement Vantage HCM functionality with a broad set of ancillary ADP software and services for engagement measurement. rating these above the mean. Ceridian is a Challenger in this Magic Quadrant. benefits administration. The vendor first launched CloudSuite HCM in 2015. However. with all vendor customer relationship (VCR) criteria above the mean. recruiting and onboarding functionality of CloudSuite HCM. which should help both of these areas in the near term. Continued investments in implementation and deployment as well as ongoing support processes have resulted in a notable improvement in customer reference feedback. and more than 150 customers have deployed one or more of its components in the cloud. The robust WFM capability of Dayforce HCM (including labor scheduling and optimization) outstrips that of most HCM suite competitors. and in the top third of vendors evaluated for this Magic Quadrant. recruitment outsourcing and analytics/benchmarking. CAUTIONS Since the release of Vantage HCM by ADP in 2013. document management. Infor Infor has more than 15. Ceridian has rapidly added capabilities since then. The product is well-suited to North American organizations requiring tight integration of WFM to admin HR (including payroll and benefits administration). ADP customer adoption of Vantage HCM learning. rating each above the mean satisfaction ratings of the overall cloud reference sample.000 employees supporting a broad range of ERP and HCM solutions. There are no customers live on learning (recently announced) or compensation planning (recently enhanced). STRENGTHS Infor customer references are most satisfied with the core HR. and rivals that of vertical industry point solutions.gartner. public-sector. Infor is a privately held company whose major investors are Summit Partners. In 2016 Ceridian concluded an agreement with European HR software and BPO provider SD Worx to sell and implement Dayforce HCM in that region. Koch Equity Development and Golden Gate Capital. and Dayforce HCM is used by more than 3. single unified solution spanning core HR. with 15 service centers providing direct support in 28 countries and 84 more via partners using ADP Streamline. Client reference satisfaction with Ceridian's enhancement request processes is well above the mean. Ceridian Ceridian's 2012 acquisition of WFM vendor Dayforce initiated its entry into the cloud HCM suite market. Infor CloudSuite HCM's target market is healthcare. and may not satisfy the most complex use cases of large global enterprises. Ceridian's existing TM functionality is best-suited for midmarket companies. complex and multicountry customers in Latin America and Western Europe. CAUTIONS Overall product satisfaction is below the cloud reference sample mean.000 employees. Meta4 is a privately held company based in Madrid. Meta4 is a Niche Player in this Magic Quadrant.000 employees. Kronos Kronos is one of the largest vendors of global WFM solutions. and a modest presence in North American. From a product perspective. Overall product satisfaction scored below the cloud reference sample mean. Although overall vendor customer relationship satisfaction is slightly above the mean. Kronos has initiatives in place to address these issues over the next 12 to 18 months. Kronos reference customers were least satisfied with the ability to customize or extend the application. References were least satisfied with enhancement request processes as well as initial implementation and deployment (the solution's rapid adoption is a likely contributing factor).500 customers and more than $100 million in revenue). The product has experienced strong adoption in SMB over the past five years (more than 2. rating it above the cloud reference sample mean. Customer adoption of Infor's CloudSuite HCM modules beyond administrative HR has been limited to date. Kronos reference customers were most satisfied with Workforce Ready's ease of use for professional users. WFM and benefits admin. Meta4's size compared to the leading market vendors requires it to focus its sales. Spain. and acquired SaaShr in 2012 as the basis for its SMB-focused administrative HCM solution. and Kronos has concurrently built out its functional capabilities to address the needs of midmarket customers. Its PeopleNet solution is well-suited to organizations with 1. customer references were least satisfied with Meta4's support for additional deployments and upgrades as well as the experience through the sales process. mobile support and workforce analytics. This is a work in progress. now known as Workforce Ready. Meta4 PeopleNet's embedded competency framework facilitates integrated TM processes for entities with more-sophisticated needs. CAUTIONS Given its SMB origin and recent entry into the HCM suite midmarket. geographies and customer sizes. rating these below the mean. STRENGTHS Kronos has made substantial investments to integrate to Google Cloud Platform for dashboards and analytics.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 5/23 . STRENGTHS Meta4 has an established presence and a strong track record in meeting the needs of midsize or large. Prospects should carefully compare these capabilities to their needs to confirm suitability. Kronos Workforce Ready customer references are most satisfied with payroll admin. Meta4's customer references ranked the vendor above the mean in enabling improved agility and scale for their HCM processes.28/01/2018 Gartner Reprint CAUTIONS CloudSuite HCM combines aspects of several acquired technologies that have been unified on Infor's Java-based Landmark development platform. with the latter two rated above the customer reference sample means. customer references were least satisfied with PeopleNet's collaboration capabilities and mobile support. The product also includes an embedded help desk capability that is more robust than those of most other HCM suites. Kronos Workforce Ready customer reference satisfaction with overall vendor customer relationship criteria was slightly below the mean. marketing and R&D investments on specific target markets rather than across all industries. Of all the product criteria surveyed. to streamline reporting and enable a collaborative approach to analytics. CloudSuite HCM references were least satisfied with the application's mobile support and reporting capabilities. Workforce Ready may not be suitable for organizations with more-complex TM and analytics requirements. Meta4 Founded in 1991. Of all the product criteria. Gartner estimates that approximately 15% of current Workforce Ready customers have more than 1. The solution is best-suited for midmarket organizations with predominantly hourly workforces. Oracle https://www. Kronos is a Niche Player in this Magic Quadrant.600 clients. 13% of the Workforce Ready customer base is headquartered in other regions. with initial availability expected in the first half of 2018. which cumulatively have more than 18 million employees.gartner. with about 950 employees. Forty-nine percent of its customers have more than 5. From a functionality perspective. It delivers the full spectrum of HCM suite functions to over 1. Primarily implemented by North America-based organizations. As a result. as payroll is currently being rewritten on Landmark.000 to over 30.000 employees and with substantial presence in Western Europe and Latin America. This may impact the ability of interested prospects to find references that have implemented a similar scope of functionality compared to their requirements. com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 6/23 . Customer reference satisfaction with overall product and overall vendor customer relationship (VCR) criteria is above the mean. Customers are most satisfied with HCM Cloud's social/collaboration capabilities and integration within the HCM suite on the product side. CAUTIONS From a product standpoint.gartner. workforce analytics and system performance. STRENGTHS All of the functionality delivered by Ramco HCM has been developed by Ramco except for learning content delivery.100 of which were live). rating it above the cloud reference sample mean. such as enabling optional integration to TrustSphere for messaging intelligence and increased use of in-memory processing to optimize payroll. Ramco has moved to address these issues. Ramco HCM was first launched in 2002 as a premises-based solution. uptake of TM modules is limited at present. 41 for payroll and 16 for benefits.000 are estimated to be live). Ramco has recently moved from monthly upgrades to biannual in order to reduce customer disruption. Ramco Systems Ramco Systems is headquartered in India and has more than 1. CAUTIONS Customer usage of Ramco HCM functionality is centered on core HR. reference satisfaction with the HCM suite's ability to integrate with other applications was also above the mean. SAP is a Leader in this Magic Quadrant. market.600 customers have purchased Oracle's Global HR module as of May 2017 (over 1. Satisfaction with Oracle's newer learning management module as well as its longer-tenured performance management functionality is also well above the mean. References are least satisfied with additional deployments and upgrades as well as after-sales care. workforce planning and WFM. Gartner estimates that more than 1. rating it above the mean. STRENGTHS Oracle HCM Cloud delivers leading recruiting and robust compensation planning. For VCR criteria. Oracle is a Leader in this Magic Quadrant. More than 200 customers utilize the cloud option (over 40% of the total customer base). and has recently entered the U. SuccessFactors is SAP's designated HCM cloud platform. customer reference satisfaction with Oracle HCM Cloud was below the mean for ease of use for professional users. SAP Substantially enhanced since it was acquired in 2012. SAP SuccessFactors has also delivered 40 predefined Intelligent Services to facilitate event-based integration across SuccessFactors. Ramco reports increased adoption in Australia. For overall product. Reference customer satisfaction with overall product criteria is somewhat below the mean. and with Oracle's after-sales care and account management for VCR criteria. via a combination of internally developed applications on its Fusion technology stack and its acquired Taleo offerings for recruiting and onboarding. making it difficult to fully assess the adoption and acceptance of these modules. and this may improve future customer reference feedback for these criteria.700 clients had adopted its Employee Central admin HR module as of May 2017 (more than 1. Customer satisfaction with overall VCR criteria is below the mean. which incorporates knowledge base and chatbot capability. which is provided by partners (Skillsoft SumTotal and Sify Technologies). but has been rearchitected for cloud deployment on Microsoft Azure or Amazon Web Services. Oracle customer reference satisfaction was also below the mean for product training made available. STRENGTHS https://www. Customers are least satisfied with the application's social/collaboration capabilities. The product is well- suited to multinational organizations that desire a global system of record for core HR and talent processes. SAP applications and beyond. Ramco customer references were most satisfied with initial implementation and deployment. Gartner estimates that more than 1. Oracle HCM Cloud. Ramco is a Niche Player in this Magic Quadrant. The vendor is also in the process of transitioning SuccessFactors customers throughout 2017 to SAP's own Hana DBMS. and customer reference satisfaction scores with these capabilities are well above the mean. The offering is well-suited to multinationals that desire a global system of record for admin HR and comprehensive TM processes. Although more than 75% of the current customer base is headquartered in Asia/Pacific. which delivers 84 country localizations for HR. Ramco customer references were most satisfied with the application's WFM functionality.28/01/2018 Gartner Reprint Oracle delivers its comprehensive HCM suite. the Middle East and North Africa.600 employees worldwide supporting a broad range of enterprise applications. In late 2016 the vendor released the SAP SuccessFactors App Center to help customers more easily discover and purchase partner applications. payroll and WFM. which today number over 150. Customer reference feedback to Gartner was limited for payroll. Oracle has continued to expand its functional footprint with additional Work Life Solutions (My Volunteering and Health & Safety Incidents) as well as a natively developed HR Help Desk Cloud.S. and customer-focused culture that has helped drive consistent growth. The vendor has also continued to invest in compliance-related capabilities to help customers meet increasingly complex country-specific data residence and privacy regulations. CAUTIONS https://www. high customer retention and numerous industry awards. Talentia's June 2017 suite updates also included enhancements to performance and goal management. ongoing support. While overall VCR reference feedback for SAP SuccessFactors from April 2017 shows slight improvement over data collected in October 2015. reporting capabilities. The product is most suitable for midmarket Western European multinationals. additional deployments/upgrades and enhancement requests) are rated below the mean. action planning and informal feedback mobile app features for managers and employees. Customer reference satisfaction with career and succession management as well as learning are both above the mean. with customers least satisfied with mobile support (reference data was collected prior to recent co- development efforts with Apple). The HCM suite supports more than 3. and initial implementation and deployment. Its cloud HCM suite UltiPro had more than 3.000 employees. Overall VCR satisfaction is also below the mean of the cloud reference sample. with workforces operating across 30 countries. payroll and WFM functionality was below the cloud reference sample mean. including a Feedback module and a new set of online learning. A recent innovation is the embedding of capabilities to help detect. Talentia Software Talentia Software's HCM suite is part of a broader offering of enterprise solutions that include finance and corporate performance management. Overall VCR satisfaction remains well above the cloud reference sample mean. Talentia delivered enhancements to learning and performance management in June 2017. ease of use for professional users. and pockets of employees in other countries. and were least satisfied with mobile support.gartner. deep and innovative TM functionality. Talentia HCM has limited mind share and consideration from prospects outside the vendor's core Western Europe market. reporting and integration within the HCM suite. using either its Extension Center or SAP Cloud Platform (SAP's PaaS offering) tools. STRENGTHS Talentia customer references are most satisfied with how the deployment of the solution enables reduced cost of HR operations and improved HCM process automation — both objectives scoring well above the cloud reference sample mean. CAUTIONS SAP customer reference satisfaction with the product's core HR.28/01/2018 Gartner Reprint SAP SuccessFactors has broad. social/collaboration capabilities. Ultimate Software has more than 3. and about two- thirds have more than 1. Ultimate continued to build upon its strong foundation in administrative HR by making targeted acquisitions in 2016 (Vestrics for analytics and Kanjoya for machine learning/natural-language processing) to improve the fit of its solution for its target markets. Ultimate customers are most satisfied with product quality. reduce and prevent bias in HCM processes and decisions.S. customer satisfaction with these criteria (including implementation. Customers are least satisfied with after-sales care and account management as well as additional deployments and upgrades. Reference customer satisfaction with overall product criteria is well above the mean. Ultimate Software Founded in 1990 and publicly traded. Customer satisfaction with product criteria in general for SAP SuccessFactors remained consistent from 2015 to 2017 and is below the mean. SAP has an extensive global sales. workforce analytics and product quality.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 7/23 . SAP SuccessFactors offers options for customers to extend the application's delivered capabilities without customization.600 clients. as well as substantial and relatively even adoption of the SuccessFactors solution across all geographies.700 employees located predominantly in North America. The product is well-suited to midmarket and larger North America-based multinationals with a majority of their workforce in the U. These are expected to improve customer reference satisfaction from current average ratings.600 in total). CAUTIONS Talentia reference customers are less satisfied than average with overall product criteria for its HCM solution. About 20% of the customer base has adopted the public cloud offering. Talentia's June 2017 learning updates are expected to drive further adoption across the customer base.300 clients in production as of March 2017 (more than 3. and ease of use for employees and managers. experience through the sales process. Talentia is a Niche Player in this Magic Quadrant. STRENGTHS Ultimate has successfully built and maintained a very employee. Ultimate customers are most satisfied with additional deployments and upgrades. implementation and support presence. Ultimate is a Leader in this Magic Quadrant. the mix of vendors in any Magic Quadrant may change over time. with general availability planned for 2018. Workday's prospects should take into account the vendor's premium pricing approach in most markets and the substantial upfront switching costs. as they develop project estimates for return on investment and total cost of ownership. Workday reference customers were also most satisfied with the application's core HR functionality. or of a change of focus by that vendor. with a single security model and user experience. Ultimate is developing a new WFM solution that will ultimately replace both modules. giving it the highest average rating of any vendor evaluated in this Magic Quadrant. changed evaluation criteria. As a result of these adjustments. Workday is best-suited to multinationals that predominantly manage their HR processes globally — with moderate regional or country-specific process variations. Gartner estimates that it will take Ultimate 18 to 24 months to fully build out the new module to meet complex WFM requirements. Workday Learning enables the vendor to offer a complete set of TM functions. A vendor's appearance in a Magic Quadrant one year and not the next does not necessarily indicate that we have changed our opinion of that vendor. Ultimate updated its learning solution in 2017 via a new reseller agreement to integrate Schoox's LMS with UltiPro.000 were live). Workday is a Leader in this Magic Quadrant. reference customers rated UltiPro's current WFM modules below the mean (UTM for basic time and attendance needs and UTA for more complex requirements). compensation and workforce planning). learning. customers must pay for all functionality regardless of how long it takes them to deploy processes globally. Vendors Added and Dropped We review and adjust our inclusion criteria for Magic Quadrants as markets change. and was well below the overall cloud reference sample mean. the integration is new and Ultimate has just begun implementation and support. career/succession management.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 8/23 . Workday's SaaS HCM suite was first implemented in 2007. and at least one talent management function on either a community cloud or public cloud. and that the customer base operates in more than 200 countries in total. each with more than 1. Gartner estimates that more than 1. It may be a reflection of a change in the market and. It will likely take some time for all internal processes to be put in place. Inclusion and Exclusion Criteria To be included in this Magic Quadrant. Released in September 2016. Workday Founded in 2005 and publicly traded. but customers should expect two to three years of additional development before it is able to satisfy the most complex learning use cases. Reference feedback on overarching product criteria indicates that customers are most satisfied with Workday's system admin/configuration/workflow capabilities.28/01/2018 Gartner Reprint Customer satisfaction with UltiPro's HTML5-based mobile support was Ultimate's lowest-rated product criteria. benefits administration and posthire TM (except learning) as a single module. Deploy its solutions on either a community cloud or public cloud (subscription-based private cloud is not acceptable). From a functionality perspective. performance management. or a combination of workforce management and at least one talent management function. full conversion of existing customers will take several more years. therefore. CAUTIONS Workday delivers core HR. a vendor had to meet all of the following criteria: Deliver core HR administrative transaction support and reporting/analytics capabilities plus at least three talent management functions (recruiting/onboarding. Added The following vendors have been added to this Magic Quadrant based on meeting the updated inclusion criteria: Infor Kronos Ramco Systems Dropped No vendors were dropped from this Magic Quadrant. Ultimate has responded to this issue by developing native Android and iOS mobile apps that were made generally available in summer 2017. Usually. https://www. STRENGTHS Workday continues to differentiate itself from its competitors in the large global enterprise HCM suite market by deploying all of its HCM functionality on a natively developed application. in production with core HR. More than 100 customers have already purchased the solution.600 organizations had purchased Workday HCM as of April 2017 (of which more than 1. While more than 155 customers have already selected the new UltiPro Learning offering as of June 2017. Have at least 100 customers.gartner.000 employees. product quality and integration within the HCM suite. partnering. client satisfaction and retention. This criterion assesses relationships. conducted in conjunction with this research and covering a series of product and vendor-customer relationship criteria (see the Evidence section). their offerings do meet many customer requirements and could also be considered in an evaluation of HCM suites. customer needs evolve and market dynamics change. support programs. Market Responsiveness and Track Record. and the overall effectiveness of the sales channels. however.28/01/2018 Gartner Reprint Actively market. The vendor must have the cash on hand and consistent revenue growth during the past four quarters to fund current and future employee burn rates. Customer Experience. documenting at least 20 net new deals during the previous rolling four fiscal quarters — each with more than 1. and use of mobile and social capabilities are also rated. presales support. and the ability to leverage it to generate revenue and profits in the cloud HCM suite market. change direction.000 employees — purchasing core HR and either two or more TM functions or one TM function and workforce management. The vendor must provide multicountry regional and/or global sales and distribution coverage that aligns with its marketing messages. Table 1. build alliances. This criterion assesses the clarity. systems and other vehicles that enable the organization to operate effectively and efficiently on an ongoing basis. and to generate profits. services and operations that enable it to be competitive. service-level agreements. Reporting and analytics receive considerable attention. Evaluation Criteria Ability to Execute Gartner assesses a cloud HCM suite vendor's Ability to Execute by evaluating the products. "Market Guide for HCM Suite Applications" contains additional profile data for 24 solutions from 19 other vendors in addition to the 11 participants in this Magic Quadrant. and others. sell and implement HCM suites on a stand-alone basis. and general market reputation. this includes deal management. This includes feedback from active customers on generally available releases during the past 12 to 18 months.000 employees in production with the HR administrative transaction support and reporting/analytics capabilities. and establish a positive identification with the vendor's product or brand in the minds of buyers. although enhancements and/or new modules on the verge of general availability are also taken into consideration. The architecture. This mind share can be driven by a combination of publicity. These areas are assessed for functional breadth and ease of use. and other customer-facing interactions taking place at Gartner and industry conferences. A provider's Ability to Execute is judged on its success in delivering on its promises.gartner. This refers to the vendor's ability to respond. This criterion assesses the ability of the vendor to meet its goals and commitments. This can also include the existence and quality of such customer resources as ancillary tools. competitors act. The relative weighting assigned to each criterion is shown in Table 1. increase awareness of its products. the availability of user groups. because they have been major customer concerns. be flexible and achieve competitive success as opportunities develop. Sources of feedback also include vendor-supplied client references and their responses to a targeted survey. TM. promote its brand and business. Show evidence of customer adoption by providing Gartner at least 10 customer references with more than 1. It must have specific experience and success in selling cloud HCM suite solutions to HCM buying centers. and to positively impact revenue. efficient and effective in the market. including support for current and future releases and a clear roadmap for the next three years. plus at least one additional module (either talent or workforce management).   Ability to Execute Evaluation Criteria https://www. Key aspects of this criterion are the vendor's ability to ensure the continued vitality of a product. promotions. The focus is on the vendor's current functionality. how well the vendor integrates the components is an important additional factor. Operations. The vendor must be regularly identified by Gartner clients and prospects as a notable vendor in the HCM market. word of mouth and sales activities. A number of vendor products did not meet all of these criteria and were therefore not included in this Magic Quadrant. using the following criteria: Product/Service. This includes the vendor's capabilities in admin HR. thought leadership. experiences. WFM and HRSD (see the Market Definition/Description section for the detailed list of functions). technologies. creativity and efficacy of programs designed to deliver the vendor's message to influence the market. Sales Execution/Pricing. quality. Factors include the quality of the organizational structure — the skills. The vendor is also rated on its commitment to the specific product being evaluated. resources and programs that enable customers to be successful with the products and services offered. pricing and negotiations. Provide evidence of market momentum. regardless of any additional bundling with ERP suites or other applications. This criterion also considers the vendor's history of responsiveness as this market has developed during the past seven to 10 years.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 9/23 . Overall Viability. Marketing Execution. delivery models. programs. Gartner inquiries. com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 10/23 . and that is consistently communicated throughout the organization and externalized through the vendor's website. A vendor's Completeness of Vision is also judged on its understanding and articulation of how market forces can be exploited to create new opportunities for itself and its clients. For ecosystems. and communications affiliates.28/01/2018 Gartner Reprint Evaluation Criteria Product or Service Weighting High Overall Viability Weighting High Sales Execution/Pricing Weighting Medium Market Responsiveness/Record Weighting Medium Marketing Execution Weighting High Customer Experience Weighting High Operations Weighting High Source: Gartner (August 2017) Completeness of Vision Gartner assesses the Completeness of Vision of cloud HCM suite vendors by evaluating their ability to successfully articulate their perspectives on current and future market direction. as well as support for process transformations enabling the digital workforce.gartner. For those that acquire functionality. close attention is paid to the quality and support of third- party partners. The product strategy can be a combination of organic development. Vendors that show the highest degree of vision listen and understand buyers' wants and needs. differentiated marketing strategy with a set of messages that appeals to HR organizations and leaders. technologies. Sales Strategy. and that extends the scope and depth of market reach. not merely that of the component products. to anticipate customer needs and to meet competitive forces. using the following eight criteria: Market Understanding. This criterion assesses whether the vendor has a clear. skills. We focus beyond the functional scope listed in the Ability to Execute section. relevant social use cases. https://www. Marketing Strategy. and partner alliances. marketing. This refers to the vendor's ability to understand buyers' needs and to translate those needs into products and services. integration and ease of use. The vendor should have a strategy for selling cloud HCM suite software that uses the appropriate network of direct and indirect sales. placing additional focus on the vendor's vision for the use of mobile technologies. we pay close attention to integration strategy and roadmaps. advanced analytics. We specifically looked for how vendors described the integrated market and opportunity for their cloud HCM suites as a whole. expertise. and can shape or enhance them with their added vision. acquisition and/or ecosystems. Key elements of the strategy include a sales and distribution plan. internal investment prioritization and timing. The vendor should demonstrate a vision for application functionality across the breadth and depth of the cloud HCM suite. service. customer programs and positioning statements. services and the customer base. Offering (Product) Strategy. In the cloud HCM suite market. user experience improvements or new access methods (such as tablets. We examine the vendor's strategy to direct resources. These business plans should include appropriate levels of investment to achieve healthy growth during the next three to five years. The relative weighting assigned to each criterion is shown in Table 2.gartner. smartwatches or other wearables). channels and subsidiaries — as is appropriate for that geography and market. including the https://www. Geographic Strategy. Vendors need to have clear business plans for how they will be successful in the cloud HCM suite market. engagement measurement and worker wellness). machine learning. and have demonstrated solid business results in the form of revenue and earnings. Leaders show a consistent ability to win deals. Leaders have the ability to execute against that vision through products and services. skills and offerings to meet the specific needs of regions outside the location of the corporate headquarters — either directly or through partners. including verticals. Vertical/Industry Strategy. expertise and/or capital for competitive advantage or investments in new areas (such as advanced analytics. Table 2. smartphones.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 11/23 .   Completeness of Vision Evaluation Criteria Evaluation Criteria Market Understanding Weighting Medium Marketing Strategy Weighting High Sales Strategy Weighting Medium Offering (Product) Strategy Weighting High Business Model Weighting Low Vertical/Industry Strategy Weighting Low Innovation Weighting Medium Geographic Strategy Weighting High Source: Gartner (August 2017) Quadrant Descriptions Leaders Leaders demonstrate a market-defining vision of how HCM technology can help HR leaders achieve business objectives.28/01/2018 Gartner Reprint Business Model. skills and offerings to meet the specific needs of individual market segments. The vendor should have a strategy to direct resources. diversity and inclusion. Innovation: Vendors must show a marshaling of resources. but explore the market further to qualify the capacity of each vendor to address your unique business problems and technical concerns. The extent of support for country-specific HR regulatory requirements and common practices (as well as their actual implementation experience in countries) varies by vendor. ask yourself. TM. Use it as part of your due diligence. Niche Players may offer complete portfolios for a specific vertical. Despite the issues described. such as Gartner's "Market Guide for HCM Suite Applications" and "Critical Capabilities for Cloud HCM Suites for Midmarket and Large Enterprises. This Magic Quadrant is not designed to be the sole tool for creating a vendor shortlist. but have taken different approaches to add the capabilities (functional. WFM and HR service delivery capabilities.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 12/23 . or may lack the ability to support large-enterprise requirements or complex global deployments. but they may lack some functional components. but are unable to fully support cross-industry requirements for several HCM functions — such as WFM. but also the ecosystem of providers that can fill in whatever functional gaps the considered vendor on the Magic Quadrant may not offer.gartner. but are not able to execute consistently or equally well in all geographies. but are profiled in the "Market Guide for HCM Suite Applications. benefits. They have multiple proof points of successful implementations by customers with workforces deployed in more than one of the main geographic regions (North America. They have developed a substantial presence in one market. WFM and HRSD. an HR organization must evaluate not just a vendor's direct product offerings." Placement of a provider in the Leaders quadrant is not a representation by Gartner that the provider is necessarily the best fit for every buyer's needs. Latin America and Asia/Pacific). They anticipate emerging/changing market needs and move the market ahead into new areas. or many HR localizations in admin HR. in many cases Niche Players can offer the best solutions to meet the needs of particular HR organizations. this is not an exhaustive list of all providers. Their relative inability to execute consistently across the full range of cloud HCM suite functionality for large and complex global enterprises is primarily what separates these vendors from the Leaders. predominantly due to the greater importance placed on the execution (including cost-effective and reliable delivery of standardized processes) of admin HR functions that are. but are not consistently winning the whole suite across multiple regions. because many other regional and/or vertical industry specialists did not fully meet our inclusion criteria. Depending on the complexity and scale of your requirements. Market Overview https://www. Challengers Vendors in the Challengers quadrant are larger than the vendors in the Niche Players quadrant. these capabilities have been adopted over time by the cloud HCM suite vendors. Only the Leaders (two of which have also been designated as TM suite Leaders) have been able to consistently deliver strong vision in this market. technical and organizational) needed to compete in the broader cloud HCM suites market. Other vendors have substantial customer bases that have deployed their solutions on-premises and are now making the transition to full cloud HCM suites. Visionaries have a strong potential to influence the direction of the cloud HCM suite market. Niche Players Niche Players offer cloud HCM suite functionality." Regardless of the provider you're considering. but may not have fully won the hearts and minds of HR and IT executives. In addition. yet may not lead customers into new functional areas with a strong functional vision. The Challengers in this Magic Quadrant began in the North American payroll services market. by their nature. but are limited in execution and/or demonstrable track record. MENA. Challengers tend to have a good technology vision for architecture and other IT organizational considerations. Europe. these vendors were also excluded from this Magic Quadrant. or may lack strong business execution in the market. considering the price/value ratio for the solution and their relative strength in specific groupings of countries within a region. Use this Magic Quadrant as a reference for evaluations.28/01/2018 Gartner Reprint foundational elements of admin HR (with a large number of country-specific HR localizations) and high attach rates of TM. and in conjunction with discussions with Gartner analysts and companion research notes. much of the innovation in HCM has taken place in niche TM and analytics applications. However. There are no Visionaries in this Magic Quadrant. They have customers that are successfully using their products and services. Context All vendors included in this Magic Quadrant sell and support admin HR functions with the option for the customer to utilize functional capabilities for payroll. Visionaries Visionaries are ahead of most potential competitors in delivering innovative products and/or delivery models. These vendors may win component deals or multifunction evaluations in a specific region. but many have had to focus on the threshold of what is "good enough" for their target segments so that the benefits of an integrated solution are able to overcome feature/function gaps. recruiting or learning in TM. may not show the ability to consistently handle deployments across multiple geographies. They understand the evolving needs of an HR organization. Leaders are often what other providers in the market measure themselves against. more limited in innovation. They may have an inconsistent implementation track record. in a wide variety of vertical industries and sizes of organization (by number of employees). "Will this vendor enable more-effective support for HCM processes across my organization?" and "How well does this vendor align with our HCM technology strategy?" In many cases. your shortlist will be unique. Phased implementation by geography is often driven by critical business need (for example. This indicates that customers tend to forecast savings from these projects that are often more difficult to achieve in the reality of the implementation. rolling out performance management for first-quarter performance appraisals for the preceding year. cost-effective global payroll with full visibility to actual payroll costs remains one of the thorniest issues for the modern enterprise to solve. many organizations have existing point solutions in place and want to let those contracts expire before moving those processes to the cloud HCM suite module. followed by enabling of TM processes according to the organization's HR process calendar (for example. data model and reporting platform. While there are multiple case studies of "big bang" cloud HCM suite implementations (both multifunctional and multigeographical). The participants in this Magic Quadrant vary in how they approach the delivery of payroll capabilities: some provide localizations for multiple countries. data consistency or process standardization objectives. This may result in a one. However. and most innovation had shifted to TM point solutions as well as emerging TM suites. goals. the following were cited by 60% or more of the respondents: Improved quality of reporting and people information (88% selected) Improved HCM process automation (78%) Standardized HCM processes (78%) Reduced cost of HR operations (73%) Improved quality of service to internal customers (66%) Improved HR performance metrics (62%) Globalized/consolidated HCM processes/single system of record (60%) Increased workforce efficiency/effectiveness (60%) (The Appendix shows these objectives by mean satisfaction rating and satisfaction ranking.28/01/2018 Gartner Reprint The core human resources management system (HRMS) market (predominantly on-premises) had matured by 2005. but also show the drive toward standardized and automated HCM processes as well as improved reporting and metrics. Appendix Table 3. phased implementations are the rule rather than the exception. The critical components of a cloud HCM suite are in the eye of the beholder. However. while the strategy most commonly considered is "core HR plus TM. process automation and consolidation had the highest mean satisfaction. and occur in the following major forms: First deploy admin HR functions (along with WFM if needed). functional and geographic adoption is usually incremental. Key findings: Primary objectives for adopting cloud HCM suites include many familiar themes. others focus on direct payroll processing for their country of origin and supplement with a variety of country/regional partners and/or global payroll aggregators. a number of disruptive innovators bringing cloud admin HR capabilities to market — combined with growing frustration over the difficulties of integrating disparate HCM solutions — resulted in a desire for suite solutions that could support a wider range of HCM processes within a single user experience. talent reviews for second quarter. compensation planning and succession for the third quarter). organizations may separate out prehire TM functions (recruiting and onboarding) or learning management from posthire TM capabilities (such as performance. Consistent.) While the references achieved a mean satisfaction rating of at least 4 on all of these objectives. career and succession management) based on their unique organizational context. We asked 129 customer references to indicate their top objectives in implementing their cloud HCM suite solution.to three-year lag for each major function to move to the suite. Advanced capabilities are often piloted in a subset of the employee population as a "control group." some industries have focused on an "administrative compliance suite" — particularly those with a high concentration of hourly workers. Practically speaking. Global payroll remains elusive. This report evaluates the vendors that have achieved critical mass in deploying cloud HCM suites for midmarket and large enterprises. Even if "all in one" is the strategy.   Top Objectives Driving the Purchase of Cloud HCM Suites Objective https://www. payroll and benefits in a single user experience. This is because of the criticality of robust WFM functions linked to core HR. Even within the broader "core HR plus TM" strategy. It is also interesting to note that reduced HR process cost was fourth most popular as an objective. the lack of HR automation in a region) or the desire to more rapidly achieve cost." to gain experience with the solution before broader deployment takes place.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 13/23 .gartner. but last in mean satisfaction. 51 Satisfaction Ranking 3 Reduced cost of HR operations Percentage Selecting 73 Mean Satisfaction (1-5) 4.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 14/23 .40 Satisfaction Ranking 4 Improved HR performance metrics Percentage Selecting 62 Mean Satisfaction (1-5) 4.gartner.16 Satisfaction Ranking 7 Globalized/consolidated HCM processes/single SOR Percentage Selecting 60 Mean Satisfaction (1-5) 4.04 Satisfaction Ranking 8 Improved quality of service to internal customers Percentage Selecting 66 Mean Satisfaction (1-5) 4.54 Satisfaction Ranking 1 (tied) Standardized HCM processes Percentage Selecting 78 Mean Satisfaction (1-5) 4.54 Satisfaction Ranking 1 (tied) https://www.37 Satisfaction Ranking 6 Improved HCM process automation Percentage Selecting 78 Mean Satisfaction (1-5) 4.28/01/2018 Gartner Reprint Improved quality of reporting and people information Percentage Selecting 88 Mean Satisfaction (1-5) 4. implementation experiences. A cohort of 129 cloud/SaaS references with 1. and current and planned functional adoption.000 or more employees was analyzed for the Magic Quadrant rating process. deployment scope.28/01/2018 Gartner Reprint Increased workforce efficiency/effectiveness Percentage Selecting 60 Mean Satisfaction (1-5) 4. All mentions of "survey data" and "reference client survey respondents" throughout this document therefore refer to this study.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 15/23 . Product Satisfaction: Product quality System performance Ease of use for professional users Ease of use for employees and managers System administration/configuration/workflow Reporting Workforce analytics Mobile support Social/collaboration Integration within the HCM suite Integration of the HCM suite with other applications Ability to customize or extend the application https://www.gartner. 5 = Extremely Satisfied) for the following key areas. unless otherwise noted. They were also asked to rate satisfaction with their vendor's offering on a 1 to 5 scale (1 = Extremely Dissatisfied. all of which were combined with insight from Gartner client inquiries taken from 1 January 2016 to 30 June 2017 to inform the customer experience scores for each vendor. Respondents were asked questions spanning HCM business drivers.38 Satisfaction Ranking 5 Source: Gartner (August 2017) Acronym Key and Glossary Terms HCM HRSD human capital management human resources service delivery SaaS human capital management software as a service SOR human capital management system of record TM human capital management talent management WFM human capital management workforce management Evidence Gartner's 2017 Human Capital Management Suites Customer Reference Study — 189 total vendor-provided references for 22 products from 20 vendors (data collected 3 April to 5 May 2017). The list of objectives included the following: Reduced cost of HR operations Improved HCM process automation Improved quality of reporting and people information Improved quality of service to internal customers Improved HR performance metrics https://www. as well as indicate how successful their implementation was in meeting those objectives on a 1 to 5 scale (5 = Very Successful). how likely would you be to use this vendor? Would you recommend this product or service to others? Overall rating of evaluation and contract negotiation with the vendor Overall rating of integration and deployment Overall rating of service and support Overall rating of product functionalities Customer references were also asked to pick all of the objectives they wanted to achieve when implementing their chosen HCM suite.28/01/2018 Gartner Reprint Documentation with the solution Training made available Vendor-Customer Relationship Satisfaction: Experience through the sales process Initial implementation and deployment Handover from implementation to support Ongoing communication and support Additional deployments and upgrades After-sales care Account management Enhancement request processes Product Functionality Satisfaction: Core HR (administrative HR) Payroll Benefits administration (U.gartner.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 16/23 .) Benefits administration (global) Workforce management Recruiting Onboarding Performance and goals management Career and succession management Compensation management Learning management Engagement measurement Worker wellness Workforce planning Workforce analytics Overall (Driven by Gartner Peer Insights): Overall experience with this vendor If you had to run the same project again.S. Marketing Execution: The clarity. promote the brand and business. taking into account the Nexus of Forces (see below) opportunities and driven to be business-agile. This criterion also considers the vendor's history of responsiveness. This includes deal management. and the likelihood that the individual business unit will continue investing in the product. In 2012. feature sets. picking from the following list: Strong services expertise Product functionality and performance Breadth of services Pre-existing relationships Product roadmap and future vision Overall cost Financial/organizational viability Strong consulting partnership Strong customer focus Strong user community Other Note 1 Postmodern ERP and the Nexus of Forces Postmodern ERP describes the deconstruction of suite-centric ERP into loosely coupled applications that are indifferent to the source of process provision. thought leadership. Sales Execution/Pricing: The vendor's capabilities in all presales activities and the structure that supports them. the financial and practical success of the business unit. word of mouth and sales activities. increase awareness of the products. Evaluation Criteria Definitions Ability to Execute Product/Service: Core goods and services offered by the vendor for the defined market. and the overall effectiveness of the sales channel. will continue offering the product and will advance the state of the art within the organization's portfolio of products. whether offered natively or through OEM agreements/partnerships as defined in the market definition and detailed in the subcriteria. social. skills and so on. quality.com/doc/reprints?id=1-4A5YXHO&ct=170815&st=sb 17/23 . creativity and efficacy of programs designed to deliver the organization's message to influence the market. customer needs evolve and market dynamics change. Market Responsiveness/Record: Ability to respond.28/01/2018 Gartner Reprint Standardized HCM processes Globalized/consolidated HCM processes/single system of record Improved agility and scale Improved HCM application user experience Increased employee engagement Increased workforce efficiency/effectiveness Better business outcomes Support more-innovative HCM processes Other Customer references were also asked to indicate all of the key factors that drove their decision. competitors act. and establish a positive identification with the product/brand and organization in the minds of buyers. Gartner introduced IT advances — described as the Nexus of Forces — as the convergence and mutual reinforcement of mobile. https://www. The consumerization and democratization of IT drive this convergence and reflect a technology-immersed world (see "The Nexus of Forces Is Creating the Digital Business" ). but there is no automatic quest for on- premises. change direction. The concepts and benefits of an ERP are preserved where it makes sense to do so. This includes current product/service capabilities. be flexible and achieve competitive success as opportunities develop. Overall Viability: Viability includes an assessment of the overall organization's financial health. a single instance. cloud and information. pricing and negotiation. quality. presales support. promotional initiatives. This "mind share" can be driven by a combination of publicity. preintegrated capability) over business agility (see "2015 Strategic Roadmap for Postmodern ERP" — refreshed in August 2016).gartner. a single megavendor or for operational efficiency (for example. jsp) Careers (http://www.com/technology/about.gartner. Business Model: The soundness and logic of the vendor's underlying business proposition. expertise or capital for investment. service-level agreements and so on.com/technology/about/policies/guidelines_ov. related. and communication affiliates that extend the scope and depth of market reach.gartner. services and the customer base. differentiated set of messages consistently communicated throughout the organization and externalized through the website. Gartner's Board of Directors may include senior managers of these firms or funds. Gartner provides information technology research and advisory services to a wide range of technology consumers. consolidation. Inc. manufacturers and sellers.gartner.com/technology/contact/contact_gartner. If you are authorized to access this publication.jsp)" About (http://www.gartner. Although Gartner research (https://www. methodology and feature sets as they map to current and future requirements. Gartner research is produced independently by its research organization without input or influence from these firms. Completeness of Vision Market Understanding: Ability of the vendor to understand buyers' wants and needs and to translate those into products and services.com.gartner. see "Guiding Principles on Independence and Objectivity.gartner.com/privacy) Site Index (http://www. and derive revenues from.28/01/2018 Gartner Reprint Customer Experience: Relationships. products and services/programs that enable clients to be successful with the products evaluated. customer programs and positioning statements. For further information on the independence and integrity of Gartner research. Geographic Strategy: The vendor's strategy to direct resources. Vertical/Industry Strategy: The vendor's strategy to direct resources.jsp) posted on gartner. your use of it is subject to the Usage Guidelines for Gartner Services (/technology/about/policies/usage_guidelines. 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