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Western Europe CRM Applications Forecast, 2017–2021

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."

Please Note: Extended description available upon request.

IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Adoption of SaaS-Based CRM Software That is Easy to Use and Deploy
Integrated Customer Experience Product Platforms Replace Best-of-Breed CRM Instances
LOB Executive Agendas Drive Demand for New CRM Technologies
Data Privacy
Reliance on Services
Significant Market Developments
Content Management and Collaboration Software Will Become Integral Components Across CRM Applications
Social Will Be Woven into All Four CRM Applications Categories
Secure, Externally Facing Open APIs are Required
Digital Omni-Channel Proliferation Continues
Machine Learning and Cognitive Computing Come of Age
Changes from Prior Forecast
Market Definition
Forecast Information Sources
Forecasting Process
Company-Level Data Collection
Exchange Rates
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