CRM & Customer Service market research reports by IDC

• Worldwide Customer Service Applications Software Market Shares, 2021: Salesforce Continues to Dominate

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

  Worldwide Customer Service Applications Software Market Shares, 2021: Salesforce Continues to Dominate This IDC study examines the customer service applications market for 2019–2021. Revenue and market share of the leading vendors are provided for 2021. "The customer service applications market cont ... Read More

• Dreamforce Report: Salesforce OMS Expanding How It Serves the Pre- to Post-Purchase Omni-Channel Customer Journey

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

  Dreamforce Report: Salesforce OMS Expanding How It Serves the Pre- to Post-Purchase Omni-Channel Customer Journey This IDC Market Note is primarily focused on Salesforce OMS. After a hiatus of three years, the Salesforce Dreamforce conference was back on in San Francisco in September, with a 1,000+ ... Read More

• Dreamforce 2022: When the Genie Came out of the Bottle

  Oct 14, 2022  |  Published by: IDC  |  USD 4,500

  Dreamforce 2022: When the Genie Came out of the Bottle This IDC Perspective discusses the key new product and services announcements made by Salesforce at their flagship annual customer conference, Dreamforce, that was held from September 20-22, 2022, at the Moscone Center in San Francisco. At Dream ... Read More

• Dixa: Combining Contextual Knowledge Platform and Conversational AI to Empower Customer Service Agents

  Oct 10, 2022  |  Published by: IDC  |  USD 1,500

  Dixa: Combining Contextual Knowledge Platform and Conversational AI to Empower Customer Service Agents This IDC Market Note presents IDC's opinions on Dixa, a European provider of customer service applications. This is a rapidly expanding market category, with vendor revenues in Europe growing 17% y ... Read More

• Worldwide Customer Intelligence and Analytics Applications Software Forecast, 2022–2026: AI and CDPs Drive Growth to $55.6 Billion in 2026

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

  Worldwide Customer Intelligence and Analytics Applications Software Forecast, 2022–2026: AI and CDPs Drive Growth to $55.6 Billion in 2026 This IDC study forecasts the worldwide customer intelligence and analytics applications software market for the 2022–2026 period."Success in digital-first busine ... Read More

• Worldwide Customer Communications Management Software Forecast, 2022–2026: Storms of Disruption Impact Growth in Shift to Interactive Experiences

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

  Worldwide Customer Communications Management Software Forecast, 2022–2026: Storms of Disruption Impact Growth in Shift to Interactive Experiences This IDC study provides the market size of the worldwide customer communications management market in CY21 and a five-year forecast through 2026 by geogra ... Read More

• Worldwide Customer Service Applications Software Forecast, 2022-2026

  Sep 28, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Service Applications Software Forecast, 2022-2026 This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2022 to 2026."Customer service applications continue to evolve in the broader customer care applications market ... Read More

• Worldwide Customer Intelligence and Analytics Applications Software Market Shares, 2021: Salesforce, Adobe, and Oracle Remain at the Top

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

  Worldwide Customer Intelligence and Analytics Applications Software Market Shares, 2021: Salesforce, Adobe, and Oracle Remain at the Top This IDC study describes the worldwide customer intelligence and analytics applications software market shares, including the global market size of $26.3 billion a ... Read More

• IDC PlanScape: Retail Customer Analytics and Insights

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

  IDC PlanScape: Retail Customer Analytics and Insights This IDC study provides a road map for initiating a customer analytics and insights practice by introducing the critical nature of building customer analytics, the cross-functional data orchestration necessary to introduce change, and the startin ... Read More

• Zoho's Growth in the European Market

  Sep 26, 2022  |  Published by: IDC  |  USD 1,500

  Zoho's Growth in the European Market This IDC Market Note presents IDC's opinions on key messages from Zoho's Zoholics UK event in London, held in early September 2022. Its key narrative points include the company's commitment to the European market, its operating model driving commercial competitiv ... Read More

• Worldwide Customer Communications Management Software Market Shares, 2021: Visibility to Customer Satisfaction Rebounds Growth

  Sep 22, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Communications Management Software Market Shares, 2021: Visibility to Customer Satisfaction Rebounds Growth This IDC study contains estimated vendor shares for the customer communications management (CCM) market based on calendar year 2021 software revenue."Companies large and sma ... Read More

• Platform Culture Determines the Performance of Martech Majors and Their Customers

  Sep 16, 2022  |  Published by: IDC  |  USD 1,500

  Platform Culture Determines the Performance of Martech Majors and Their Customers This IDC Market Note addresses the hidden source of fragmentation across the front-office CX tech stacks of major martech/CX vendors. How vendors manage internal front-office product teams determines the level of fragm ... Read More

• IDC PlanScape: Marketplaces for Retailers

  Sep 07, 2022  |  Published by: IDC  |  USD 4,500

  IDC PlanScape: Marketplaces for Retailers This IDC PlanScape explores the characteristics of digital marketplaces as facilitators and robust tools to enhance a brand's online presence, underlying characteristics that make them particularly effective in specific business moments."Marketplaces are one ... Read More

• IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

  Sep 07, 2022  |  Published by: IDC  |  USD 4,500

  IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative This IDC PeerScape describes practices for developing a successful customer experience initiative."A successful customer experience program goes from first customer touch to customer loyalty to customer service," say ... Read More

• Worldwide Sales Force Productivity and Management Software Forecast, 2022–2026

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

  Worldwide Sales Force Productivity and Management Software Forecast, 2022–2026 This IDC study presents a forecast of the worldwide sales force productivity and management software market for the years 2022–2026. Additional analysis includes the key drivers and inhibitors of the sales force productiv ... Read More

• Japan Unified Communications and Collaborative Workspace Shares, 2021: From Hybrid Work to Omni-Work

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

  Japan Unified Communications and Collaborative Workspace Shares, 2021: From Hybrid Work to Omni-Work This IDC study provides an analysis of the Japan unified communications (UC) and collaborative workspace market share based on vendor revenue performance in 2021. IDC classifies the market into four ... Read More

• Rethinking Customer Relationships for Broadcom's Acquisition of VMware: Using Facts to Drive a Strategic Partnership

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

  Rethinking Customer Relationships for Broadcom's Acquisition of VMware: Using Facts to Drive a Strategic Partnership This IDC Market Perspective provides recommendations to Broadcom and VMware customers (and their broader ecosystems) as they consider creating a business partnership over the next sev ... Read More

• The Digital-First CEO: A Pathfinder for the Digital Business

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

  The Digital-First CEO: A Pathfinder for the Digital Business This IDC Perspective examines the digital-first CEO as pathfinders and gives business leaders and technology suppliers insights into how digital-first CEOs invest differently in digital capabilities and technology. Coming out of the COVID- ... Read More

• Worldwide Conversational AI Tools and Technologies Market Shares, 2021: Conversational AI Hits the Mainstream

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

  Worldwide Conversational AI Tools and Technologies Market Shares, 2021: Conversational AI Hits the Mainstream This IDC study presents a view of worldwide conversational artificial intelligence (AI) tools and technologies revenue broken down by vendor for the calendar year 2021."Following strong grow ... Read More

• Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX

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

  Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX This IDC study presents the market shares of the top vendors in the worldwide customer data platform (CDP) market valued at $2.2 billion in 2021."The global transition to digital-first or dig ... Read More

• Worldwide Digital Commerce Applications Forecast, 2022–2026: Channels Evolve into Experiential Commerce Wonderland

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

  Worldwide Digital Commerce Applications Forecast, 2022–2026: Channels Evolve into Experiential Commerce Wonderland This IDC study presents a five-year forecast for the worldwide digital commerce applications market."Much of the momentum in digital commerce has been focused on B2B digital transformat ... Read More

• Worldwide Customer Data Platform Applications Software Forecast, 2022-2026: Market Continues Fast Pace to $5.7+ Billion by 2026

  Jul 28, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Data Platform Applications Software Forecast, 2022-2026: Market Continues Fast Pace to $5.7+ Billion by 2026 This IDC study presents the size and growth for the customer data platform (CDP) application software market worldwide."Customer experience is the top business driver for ... Read More

• Future of Customer Experience: Why Professional Services Are Critical to CX

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

  Future of Customer Experience: Why Professional Services Are Critical to CX This IDC Perspective discusses why professional services are critical to customer experience (CX). Customer experience–related professional services play an important role in helping organizations position their brand and de ... Read More

• Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges

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

  Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges This IDC study presents the market size and 2021 contact center applications software revenue market shares by vendor. "The contact center market years of 2020 and 2021 were very much a story directed by the COVI ... Read More

• IDC PlanScape: Future of Customer Experience — Developing a Video Content Strategy

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

  IDC PlanScape: Future of Customer Experience — Developing a Video Content Strategy This IDC PlanScape provides a framework for how enterprises can adopt video assets into their content marketing strategy and use applied intelligence (customer data insights and AI/ML) to drive the future of personali ... Read More

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