Worldwide CRM Applications Software Forecast, 2018–2022: Growth Tied to Innovation Initiatives
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 (2018–2022). "Customer experience (CX) and digital transformation (DX) remain the watchwords for end-user organization's go-to-market initiatives," said Mary Wardley, program VP, Customer Care and CRM. "CRM applications as a category provide the engagement platform that enables CX. However, organizations need to extend this foundation with integrations to other core systems and with access for all employees to achieve the promise of CX through DX."