Asia/Pacific (Excluding Japan and China) Customer Relationship Management Applications Market Share, 2019
Despite being dominated by large CRM platform vendors, the market has a huge scope for start-ups to grow, especially those that focus on innovative AI software applications. Organizations will invest in big data and analytics (BDA) tools to improve customer insights and engagement. Companies will continue to focus on improving employee experience (EX)/employee satisfaction and personalizing CX/customer engagement with relevant information based on customer preferences. These CRM solutions help organizations in gaining market penetration and customer retention, thereby enabling them to maximize their total addressable market (TAM) opportunities, says Srinivas Sameer Javvadi, market analyst for software, IDC Asia/Pacific.
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