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Canadian CRM Solution Services Demand-Side Analysis, 2008Published by: IDC Published: Apr. 10, 2009 - 31 Pages Table of ContentsTable of Contents IDC Opinion In This Study Situation Overview Survey Findings Overall Canadian CRM Adoption Rates Figure: Adoption Rate of CRM in Canada, 2008 Figure: Adoption Rate of CRM in Canada by Segment, 2008 CRM Adoption Has Grown Over Time Figure: Longitudinal CRM Adoption, 2003-2008 Figure: Longitudinal CRM Adoption by Size, 2003-2008 Segmenting ERP Adoption Rates by Industry Figure: Adoption Rate of CRM in Canada by Vertical, 2008 CRM Adoption Rates Vary Little by Size Figure: Adoption Rate of CRM in Canada by Size, 2008 Reasons for Not Adopting CRM Shows Some Variation Figure: Main Reason for Not Implementing CRM in Canada by Size, 2008 Spending on CRM over the Next 12 Months Figure: Spending on CRM Solutions over the Next 12 Months Market Share by Vendor: Sales, Marketing, Customer Service, and Contact Center Figure: Current CRM Software Used by Function, 2008 How Firms Decide on Their CRM Investments Drivers for Investment in CRM Figure: Drivers for Investing in CRM Figure: Drivers for New Investments in CRM Selection Criterion Figure: Most Important Selection Criterion: External IT Provider to Implement CRM Solution Figure: Criteria for Selecting CRM Services Vendor by Industry Future Outlook Investment Intentions: Sales, Marketing, Customer Service, and Contact Center Figure: CRM Investment Intentions, 2008 Essential Guidance Actions to Consider Figure: Preferred Contractual Relationship for CRM Acquisition What's the Point? CIOs What's the Point? Vendors Figure: Anticipated Benefits by Preferred Acquisition Channel Who Controls the Channel? Figure: Preferred Channel for Acquiring CRM Understanding the Dynamics of CRM Support and Maintenance CIOs and IT VPs Need to Consider Figure: Preferred Support and Maintenance for Software Figure: Internal IT Workload Attributed to Supporting CRM What Services Do CRM Clients Need? Figure: Types of CRM Services Purchased Figure: Types of CRM Services Sold at Each Point in the Adoption Cycle CRM Vendors Can Target the Install Base Figure: Time Remaining on Software Maintenance Contract for CRM Opportunity for Services Firms to Promote Their CRM Brand Figure: CRM Consulting Services by Vendor Figure: CRM Integration Services by Vendor Figure: CRM Outsourcing Services by Vendor Learn More Related Research Methodology Definitions Services Taxonomy Customer Relationship Management Services Software Taxonomy Customer Relationship Management Applications Sales Marketing Customer Service Contact Center Synopsis AbstractThis IDC study answers the following questions: How fast has CRM adoption grown in Canada? Which CRM software vendors have the highest install base - and which have the highest mindshare among active buyers of CRM solutions over the next 12 months? What are the drivers and inhibitors for CRM adoption in Canada? How much do IT decision makers expect to spend on CRM over the next 12 months? What are the preferred CRM contract, channel and support models for Canadian IT decision makers. What do they think of software as a service (SaaS)? Which services firms have the highest awareness and mindshare in the CRM solutions market?Canada's CRM solution services market continues to grow. "CRM solution vendors need to understand the mindset of buyers in today's economy," says Nigel Wallis, research manager, application services. "As the CRM solution market matures, it will be increasingly important to understand how to navigate the preferred contract vehicles, channel relationships and support models to sell CRM at the appropriate price points in an increasingly challenging market." Get Full Details About This Report >> |
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