This IDC study provides an updated market sizing for the worldwide CRM applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a five-year forecast (2016–2020) and segment breakdown by the four CRM functional markets: marketing automation, sales automation, customer service, and contact center."The CRM applications market is center stage of the largest customer initiative focused period to date. Customer experience coupled with digital transformation is fueling renovation and innovation within customer handling," said Mary Wardley, program VP, CRM and Enterprise Applications. "Customer independence and buying power coupled with new tools for communication are putting consumers and the organizations with whom they do business on equal footing. Technology prowess and transparent and responsive customer handling will be the new market differentiation in a commoditized world."
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