Western Europe CRM Applications Forecast, 2018–2022
This IDC Market Forecast analyzes the Western European CRM applications market for 2015 to 2017 and includes a forecast for 2018 to 2022. IDC segments the CRM applications market by functional segment (contact center, customer service, sales, and marketing), deployment model (SaaS and on-premise), and country (16 Western European countries). "The CRM applications market continues to be highly buoyant, offering excellent revenue and profit opportunities for vendors. The only real exception to this rule is the relatively stagnant contact center market, whose vendors must transition fast into customer services applications, which offer the highest-growth CRM market opportunity," said Gerry Brown, research director, IDC European Software Group. "Enterprise vendors must position themselves in the 'hot' customer experience (CX) marketplace, offering an integrated platform that delivers customer acquisition, retention, and loyalty across three key functional markets (marketing, sales, and customer service) to maximize their total addressable market (TAM) opportunities. Smaller vendors must adopt a niche market approach with in-depth product/market specialisms to differentiate their offers from the ever-expanding product portfolios of larger vendors."
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