Western Europe CRM Applications Forecast, 2017–2021
This IDC study analyzes and sizes the Western European CRM applications market for 2014–2016 and includes a forecast for 2017–2021. IDC segments the CRM applications market by functional segment (four functional segments), deployment model (SaaS and on-premise), and country (16 Western European countries). "CRM applications sales continue to grow healthily in Europe, driven by adoption of cloud solutions and a stronger enterprise focus on customer centricity and customer experience," said Gerry Brown, research director, IDC European Software Group. "IDC research reveals that European organizations are investing heavily in digital transformation with the goal of delivering superior customer experience. The focus for CRM is therefore shifting from internal resource management to improving external customer management that results in advocacy and loyalty. CRM products are starting to reflect this changing balance by guiding contextually relevant and intelligent customer conversations and journeys, rather than focusing purely on conversion rates and cost efficiencies. Digital transformation will continue to have a positive pull-through effect on CRM applications revenues over the forecast period to 2021."
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