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Western Europe CRM Applications Forecast, 2018–2022

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."

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 Becomes the Norm
Integrated CX Product Platforms That Include CRM Components are Preferred to Standalone CRM Products
CRM Becomes Increasingly Usable and Affordable for Small and Mid-Market Companies
AI Integrated into CRM Significantly Enhances CRM Functionality
Data Privacy, Compliance, and Security
Significant Market Developments
Persuasive Content Management Becomes an Integral Component Across CRM Applications
Secure, External-Facing Open APIs are Required
Opti-Channel Systems Emerge
AI and Machine Learning Will Become Ubiquitous
Changes from Prior Forecast
Market Definition
Forecast Information Sources
Forecasting Process
Company-Level Data Collection
Exchange Rates
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