Customer Relationship Management (CRM) Market Research Reports & Industry Analysis

Significant Vendor Announcements in VOC This IDC Market Note reviews announcements made recently in the voice of the customer (VOC) applications market. "VOC vendors continue to push for differentiation with ease of use of AI in their offerings," says Lou Reinemann, research director, Voice of the C ...

Insights Engine Market Share, Size, Trends, Industry Analysis Report, By Component (Software, Services); By Deployment (Cloud, On-premise); By Enterprise Size; By Application; By Vertical; By Region, And Segment Forecasts, 2023 - 2032 The global insights engine market size is expected to reach USD 1 ...

Global Applicant Tracking Systems Market 2023-2027 The applicant tracking systems market is forecasted to grow by USD 745.21 mn during 2022-2027, accelerating at a CAGR of 5.69% during the forecast period. The report on the applicant tracking systems market provides a holistic analysis, market size ...

IDC PlanScape: The Retail CRM Platform This IDC PlanScape explores how retail businesses can enhance customer satisfaction, build long-term relationships, and drive sales growth by leveraging CRM platforms."In today's fiercely competitive retail landscape, CRM platforms have emerged as indispensable ...

Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys This IDC Perspective focuses on the Philippine power utility, Meralco, and its customer experience transformation journey, which started in 2016, but was jolted by the COVID-19 pandemic. Meralco's ...

Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements This IDC Market Note discusses announcements and innovations presented at the Verint Engage 2023 user conference held in Las Vegas in June 2023. Key themes at the event were the use of artifici ...

Japan CX/CRM Applications Forecast, 2023–2027 This IDC Market Forecast presents the actual revenue for the Japan customer experience (CX) software and customer relationship management (CRM) applications market in 2022 and the forecasts from 2023 to 2027."For the Japan CX software and CRM application ...

IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel This IDC PeerScape examines several best practices for blending personalization into the digital customer experience."Hospitality and travel experiences are shifting to become digital first as guests expect and demand ...

Worldwide Enterprise Infrastructure Workloads Forecast, 2023–2027 This IDC study provides an overview of the market size and forecast for global spending on enterprise infrastructure to power enterprise workloads. Suppliers of server and storage systems, cloud service providers that offer infrastru ...

The Price of Loyalty: Incentives This IDC Perspective looks at incentives including price incentives, metrics, and the cost to do business with loyalty programs. Retail loyalty programs permeate a majority of retailers that have invested in and implemented a loyalty program as a top marketing initia ...

Salesforce: Empowering Personalized Experiences with Marketing and Commerce GPT This IDC Market Note discusses the announcement made in Salesforce's Connections event on June 7‒8, 2023, for marketing and commerce professionals. The company launched its generative AI (GenAI) products: Marketing GPT a ...

Saudi Arabia Software as a Service (SaaS) Market, By Solution Type (Customer Relationship Management (CRM), Human Capital Management (HCM), Enterprise Resource Planning (ERP), Operations and Manufacturing, Content Management System (CMS), Supply Chain Management (SCM)); By Deployment Model (Private ...

Hospital Contact Center Solution Market - Global Size, Share, Trend Analysis, Opportunity and Forecast Report, 2019–2029, Segmented By Service (Professional Services, Managed Services); By Deployment Mode (On-premises, Cloud); By Enterprise Type (Small & Medium-Sized Enterprises (SMEs), Large Enterp ...

Best Practices in Developing Telco B2B Customer Loyalty in EMEA This IDC Perspective discusses EMEA telco B2B loyalty programs and the role they play in the industry's future. It will be increasingly important for EMEA telcos to actively manage B2B loyalty as their customer and partner ecosystems be ...

How Will GenAI Impact VOC Programs and Applications This IDC Perspective discusses the impact and importance of artificial intelligence (AI) and specifically generative artificial intelligence (GenAI) on voice-of-the-customer programs and vendor applications. Discussed are the trends being seen and ...

SAP Sapphire Barcelona 2023: Three Takeaways This IDC Market Perspective summarizes three takeaways from SAP Sapphire Barcelona 2023, held on June 1 and 2, 2023."SAP has simplified its cloud ERP options, revitalized the case for ERP modernization, and infused new goals into its 'Intelligent Enterpri ...

A Telco Outlook on Generative AI This IDC Market Note reviews the current expected use cases and impact of generative AI in the telecoms sector, reflecting on the past six months of industry discussions and considerations for using generative AI — and AI in general — in the telecoms industry. Please ...

Aptos Engage and Revionics Insight: Unified Retail This IDC Market Note covers the recent Aptos Engage 2023 and Revionics Insight 2023 customer and analyst event held in Las Vegas, Nevada, from May 16 to 19, 2023. Aptos continues to display leadership in omni-channel retail solutions, with Revionics ...

The research report titled ‘Gamification Market by Type (Structural, Content), Offering, Organization Size, Deployment Mode, Application (HRM, CRM, Customer Engagement), End-use Industry (BFSI, Retail & E-commerce, Education & Research) and Geography—Global Forecast to 2030’ provides an in-depth ana ...

Worldwide Enterprise Performance Management Applications Market Shares, 2022: Navigating Uncertainty Through Data-Driven Planning, Scenario Evaluation, and Analysis This IDC study discusses the market sizing and vendor shares of the EPM applications market, including vendor revenue for 2020–2022 an ...

Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience This IDC Perspective explores the topic of customer trust, which is an outcome of the use of technologies in the Future of Customer Experience framework that deliver real-time contextual awareness for consistent ...

Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience This IDC Market Perspective reviews how augmented reality (AR) is being used to benefit service providers and their customers. Leading print market players are squeezing print-related service margi ...

Unifying the Customer Experience: The Power of Omni-Channel Collaboration The ever-evolving customer experience (CX) space has brought in changes in modes of communications. Long gone are the days when customers can connect with the brand through phone calls, SMS, and emails only. Customers want two ...

Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement This IDC Market Note discusses Sprinklr's first ever analyst summit, which was held in Dubai, the United Arab Emirates, from April 25 to 28. This one-of-a-kind event included a curated list of about ...

Customer Relationship Management Market Size, Share, and Analysis, By Solution (Social Media Monitoring, Customer Service, CRM Analytics, Marketing Automation, Customer Experience Management, Salesforce Automation, Others), By Deployment (Cloud, On-Premises), By Application (Customer Management, Mar ...