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The Canadian Market Opportunity: Customer Relationship ManagementPublished by: IDC Published: Nov. 14, 2008 - 19 Pages Table of ContentsTable of Contents IDC Opinion In This Study Methodology Situation Overview Current Adoption of CRM Figure: Current Adoption of CRM by Vertical and Segment Late Majority Marketplace Drivers of CRM Investment Figure: Drivers of New Investment in CRM CRM Penetration by Vendor Figure: Primary Brand of Sales CRM Currently Used Sales CRM Marketing CRM Figure: Primary Brand of Marketing CRM Currently Used Customer Services CRM Figure: Primary Brand of Customer Service CRM Currently Used CRM Selection Criterion Figure: Primary Criterion for Selection of CRM Supplier Customer Satisfaction Table: CRM Vendor Satisfaction Rankings (%) Customer Loyalty Table: CRM Vendor Loyalty Rankings (%) Future Outlook Future Adoption Plans Figure: CRM Solution Status over the Next 12 Months by Vertical Greenfield Opportunities Install Base Opportunities Essential Guidance Actions to Consider End Users Vendors Partners Learn More Related Research Synopsis AbstractThis IDC study discusses the Canadian CRM market and outlines what vendors should know to succeed in this challenging market in the future. "CRM vendors should invest heavily in understanding user experience and customer satisfaction to drive future product enhancements, offers, and service engagements," says Vinay Nair, research manager, Canadian Enterprise Applications. "IDC's research results indicate that Canadian CRM customers are looking for solutions that easily integrate with existing enterprise applications, particularly email and office productivity applications. It will be important for vendors to promote integration capabilities, as well as the industry-specific expertise bundled into your packaged applications as a key differentiator." Get Full Details About This Report >> |
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