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Worldwide CRM Applications Software Forecast, 2017–2021

Worldwide CRM Applications Software Forecast, 2017–2021

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 5-year forecast (2017–2021). "While organizations are moving to go-to-market strategies based on customer experience (CX) strategies, CX does not negate the requirement to evolve the businesses' CRM applications environment," said Mary Wardley, program VP, Customer Care and CRM. "CX is not a replacement for CRM applications, CX is a strategy and that strategy requires that organizations keep pace with modernizing their core CRM applications to enable the fully integrated customer interaction experience that is required to fulfill on the promise of CX."

Please Note: Extended description available upon request.

IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Continued Reliance on Digital Channels with Enhanced "Humanlike Capabilities"
SaaS-Based CRM
LOB Needs and Wants Technology
Comprehensive Internal View/Go to Market Based on Customer Centricity
Significant Market Developments
Changes from Prior Forecast
Market Definition
Historical and Forecast Market Values and Exchange Rates
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