Worldwide CRM Applications Market Shares, 2014: Year of Cloud-Based Providers

Worldwide CRM Applications Market Shares, 2014: Year of Cloud-Based Providers

This IDC study examines the vendor revenue performance in the CRM applications market for 2014. The CRM applications market grew a remarkable 9.9% in 2014 to reach $25.4 billion in revenue, fueled by both new category entrants and a continued move to cloud-based applications."Regardless of technology, every organization has a customer relationship process. That process today is shifting to a broader view that needs to be enhanced to understand the true experience the customer is experiencing," says Mary Wardley, research vice president for IDC's CRM Applications and Customer Experience. "Socially derived insight and context-aware applications can aid in personalizing the experience, but technologies that can aid and ease integrations through to the back-end systems and across touch points are critical to creating a holistic environment."

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