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Worldwide CRM Applications Software Forecast, 2018–2022: Growth Tied to Innovation Initiatives

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."


IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Drivers
3rd Platform
Innovation Accelerators
Continued Reliance on Digital Channels with Enhanced "Humanlike Capabilities"
SaaS-Based CRM
Inhibitors
Comprehensive Internal View/Go to Market Based on Customer Centricity
Significant Market Developments
Changes from Prior Forecast
Market Definition
Methodology
Historical and Forecast Market Values and Exchange Rates
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