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The Role of CRM Applications Within Canadian Organizations: An Analysis of Trends, Challenges, and Strategies

The Role of CRM Applications Within Canadian Organizations: An Analysis of Trends, Challenges, and Strategies

This IDC study gives the reader an insight into the extent that Canadian organizations are adopting CRM software applications. This IDC study examines the state of the CRM applications market in Canada. The analysis includes current adoption, end-user buying behavior, IDC's future outlook, and essential guidance for vendors and buyers. The study covers IDC's four functional CRM markets: sales, marketing, customer service, and contact center.

"The infusion of 3rd Platform capabilities to CRM applications has made the CRM market one of the fastest-growing software markets. The Canadian CRM applications market is expected to grow at a compound annual growth rate (CAGR) of 7.5% through to 2018. The interaction of 3rd Platform technologies with CRM applications will drive a majority of growth within the CRM market. This includes SaaS-based delivery, mobile compatibility, integration with social business applications, and the infusion of analytical capabilities," says Utsav Arora, senior analyst, Enterprise Applications at IDC Canada.

Please Note: Extended description available upon request.


IDC Opinion
In This Study
Situation Overview
Are Canadian Organizations Using CRM Applications on Their Mobile Devices?
How Are CRM Applications Being Deployed?
Who Are the Decision Makers for CRM Software?
Future Outlook
Essential Guidance
For Vendors
For Customers
Learn More
Related Research
Methodology
Synopsis
Figure: CRM Adoption by Canadian Organizations
Figure: CRM Spending Growth by Industry, CY14–CY15
Figure: Mobilization of CRM Applications
Figure: Deployment Models for CRM Applications
Figure: CRM Revenue: On-Premise Versus SaaS
Figure: Cloud-Based Deployment of CRM Applications

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