CRM & Customer Service market research reports by IDC

• European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs

  Jun 08, 2022  |  Published by: IDC  |  USD 4,500

  European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs This IDC Market Share study examines the CRM applications market for 2019-2021 as well as the revenue and market shares of the leading vendors in 2020. This study includes tables and charts mapping the market s ... Read More

• Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication

  May 27, 2022  |  Published by: IDC  |  USD 4,500

  Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication This IDC Perspective looks at the future of customer experience from a specific lens of technology — that of authentication to help managers focus on removing the friction that impedes customer conv ... Read More

• IDC Perspective: Benchmarks for Contact Center Key Performance Indicators

  May 26, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: Benchmarks for Contact Center Key Performance Indicators This IDC Perspective draws from multiple IDC data sources to shed light on essential contact center key performance indicators (KPIs) and benchmarks."Tracking standard contact center KPIs that align with your business goals is ... Read More

• Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement

  May 23, 2022  |  Published by: IDC  |  USD 4,500

  Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement This IDC Market Perspective analyzes key factors that impact the business value in terms of the return on revenue organizations experience from investing in improving their customer experience (CX). These range ... Read More

• Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition

  May 20, 2022  |  Published by: IDC  |  USD 4,500

  Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition This IDC Market Perspective focuses on reframing the digital-first customer journey. Drawing from the CIO Advisory Board discussion held in April 2022 and moderated by IDC, this IDC ... Read More

• Adobe Leverages its Customer Journey and CDP Plays

  May 19, 2022  |  Published by: IDC  |  USD 1,500

  Adobe Leverages its Customer Journey and CDP Plays This IDC Market Note presents IDC's opinions on Adobe's approach to personalization at scale, presented at its 2022 summit. Adobe presents its Experience Cloud platform as both a modular and an end-to-end suite of tools, featuring Real-Time CDP, Jou ... Read More

• IDC Perspective: Enablement and Engagement Technologies Lead Sales Tech Spend Priority

  May 16, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: Enablement and Engagement Technologies Lead Sales Tech Spend Priority This IDC Market Perspective examines the priorities of sales technology investments for enterprises and identifies opportunities for sales enablement and engagement vendors to continue to provide value."The move t ... Read More

• Customer Experience: The New Driver of Consumer Brand Innovation

  May 02, 2022  |  Published by: IDC  |  USD 4,500

  Customer Experience: The New Driver of Consumer Brand Innovation This IDC Market Perspective examines trends in the consumer products and services market. Leading consumer brands are radically reinventing their business models using digital technologies to capture, analyze, and respond to changes in ... Read More

• 8x8 Industry Analyst Event — March 2022

  Apr 28, 2022  |  Published by: IDC  |  USD 1,500

  8x8 Industry Analyst Event — March 2022 This IDC Market Note examines key points raised in 8x8's two-day analyst event, held online on March 16 and 17, 2022. The event provided a detailed overview of 8x8's contact center improvements and plans regarding its Experience Communication as a Service (XCa ... Read More

• Worldwide Sales Engagement Software Market Shares, 2021: Steady Investment and Acquisition Activity Underscore Continued Demand for Engagement Solutions

  Apr 27, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Sales Engagement Software Market Shares, 2021: Steady Investment and Acquisition Activity Underscore Continued Demand for Engagement Solutions This IDC study contains vendor shares for the sales engagement software market for 2020–2021. It includes commentary on growth of the market and pr ... Read More

• The Future of Distribution

  Apr 20, 2022  |  Published by: IDC  |  USD 4,500

  The Future of Distribution This IDC Market Perspective provides a foundational study of the distributor of the future. The business of technology distribution is undergoing a fundamental transformation in response to digital transformation, evolving demand from end customers, and the transformation ... Read More

• Remote Service Without Losing Customer Engagement and the Human Experience

  Apr 18, 2022  |  Published by: IDC  |  USD 4,500

  Remote Service Without Losing Customer Engagement and the Human Experience This IDC Perspective explores how a shift in the service experience to be more remote can provide different types of value to customers. This document also highlights how digital transformation initiatives can help organizati ... Read More

• Mitel Focuses on Modernizing UC that Goes Beyond UCaaS

  Apr 15, 2022  |  Published by: IDC  |  USD 1,500

  Mitel Focuses on Modernizing UC that Goes Beyond UCaaS This IDC Market Note discusses key highlights of the Mitel analyst event held on March 9, 2022. The event, which marked the vendor's first after a long hiatus, showcased three key presentations followed by a question-and-answer session. The key ... Read More

• Managing the Salesforce Partner Ecosystem in Asia/Pacific

  Apr 08, 2022  |  Published by: IDC  |  USD 1,500

  Managing the Salesforce Partner Ecosystem in Asia/Pacific This IDC Market Note summarizes an interview with Charles Woodall, senior VP of Salesforce's Alliances and Channel Sales in Asia/Pacific, which was held in early 2022. It reviews the regional initiatives that Salesforce is undertaking with it ... Read More

• The Changing Face of Field Marketing

  Apr 06, 2022  |  Published by: IDC  |  USD 4,500

  The Changing Face of Field Marketing The IDC Perspective contributes ideas and recommendations from analysts and senior marketing executives to assist marketing leaders with adapting field marketing to meet the needs of a digital-first buyer and digital sales. Forward-looking guidance on the evoluti ... Read More

• Worldwide Customer Experience Software Forecast, 2022–2026

  Mar 31, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Experience Software Forecast, 2022–2026 This IDC study forecasts the worldwide revenue for the customer experience software market for the 2022–2026 period."A good customer experience is a table stake in the new digital economy. And that requires a plethora of applications, proces ... Read More

• The Flight to First-Party Data and the Journey to Empathy@Scale, Part 2 — Personalization

  Mar 30, 2022  |  Published by: IDC  |  USD 4,500

  The Flight to First-Party Data and the Journey to Empathy@Scale, Part 2 — Personalization This IDC Perspective provides insights and guidance for brands to improve the efficiency and efficacy of their marketing practices through personalization."Brands are struggling with the challenges of personali ... Read More

• IDC Perspective: How to Grow In-Store Sustainability with Technology Solutions

  Mar 29, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: How to Grow In-Store Sustainability with Technology Solutions This IDC Perspective discusses how to grow in-store sustainability with technology solutions. Over the past few years, retailers are increasing attention to and investment in technologies to enhance their environmental su ... Read More

• IDC PeerScape: Practices for Using Mobile Technology to Better Engage Customers and Employees

  Mar 24, 2022  |  Published by: IDC  |  USD 4,500

  IDC PeerScape: Practices for Using Mobile Technology to Better Engage Customers and Employees This IDC PeerScape discusses practices for using mobile technology to better engage customers and employees."Organizations must realize that the pandemic has made mobile technology programs more important t ... Read More

• Future of Customer Experience: Create a Better Value Exchange by Thoughtfully Managing Friction During Customer Engagements

  Mar 21, 2022  |  Published by: IDC  |  USD 4,500

  Future of Customer Experience: Create a Better Value Exchange by Thoughtfully Managing Friction During Customer Engagements This IDC Perspective presents a forward-looking view for enterprises to reframe their thinking on the nature of customer friction. If done thoughtfully, introducing friction i ... Read More

• Developments in the European CX Vendor Landscape

  Mar 10, 2022  |  Published by: IDC  |  USD 4,500

  Developments in the European CX Vendor Landscape This IDC Market Perspective reviews major developments and trends shaping the European CX technology market over the past couple of years. It is a saturated market that still presents opportunities to differentiate and compete. The study identifies ex ... Read More

• Employee Empowerment in the Hybrid Workplace: A European Future-of-Work View

  Mar 09, 2022  |  Published by: IDC  |  USD 4,500

  Employee Empowerment in the Hybrid Workplace: A European Future-of-Work View This IDC Perspective presents how to empower employees holistically, with business engagement, tech experience, and a high-performing culture, and by unleashing the best in each individual."As we move into fully hybrid or r ... Read More

• Concentrix Enhances CX Technology Portfolio with Acquisition of PK

  Mar 02, 2022  |  Published by: IDC  |  USD 1,500

  Concentrix Enhances CX Technology Portfolio with Acquisition of PK This IDC Market Note discusses Concentrix's acquisition of PK including an overview of new and complementary offerings, expertise, and talent and IDC's view on the impact on current market dynamics. Please Note: Extended description ... Read More

• How Does Organizational CX Strategy Impact Success in CX Transformation?

  Feb 24, 2022  |  Published by: IDC  |  USD 4,500

  How Does Organizational CX Strategy Impact Success in CX Transformation? This IDC Perspective analyzes how organizations' strategy for customer experience and the execution approach present themselves as determinants of success in meeting customer experience goals for enterprises. This analysis is ... Read More

• Worldwide Customer Communications Management Software Forecast, 2022–2025: 1H21 Update

  Feb 01, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Communications Management Software Forecast, 2022–2025: 1H21 Update This IDC study provides the market size of the worldwide customer communications management market in calendar year 2020, with guidance from the first half of 2021, and a five-year forecast through 2025 by geograp ... Read More

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