CRM Market Research Reports & Industry Analysis

Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank This IDC Perspective examines how Federal Bank, one of the leading midsize private banks in India, embarked on a customer experience (CX) transformation journey and how Infosys, a global IT and outsourcin ...

"Voice of the Customer" Programs: Where Are They Today? More Importantly, Where Are They Going? This IDC Perspective discusses the evolution of voice of the customer as a corporate program to listen, analyze, and act on customer feedback and sentiment as it is used to improve products, services, and ...

Customer Data Platforms: Foundation for the Future of Customer Experience This IDC Perspective analyzes the primary role of customer data platforms (CDPs) in delivering better customer-centered outcomes. The analysis is based on IDC's Future Enterprise Resiliency and Spending (FERS) Survey and other ...

Exploring the Versatility of CPaaS: Use Cases Across Vertical Industries Communications platform as a service (CPaaS) market continues to evolve and is set to go from strength to strength in 2023 and beyond. With constantly evolving demands of the enterprise and consumers, it is important for CPaaS ...

Driving Healthcare Consumer Experience and Engagement Through Technology This IDC Perspective examines the next frontier in customer experience: the precarious balancing act of technology-augmented workflows and supported journeys paired with empathy at scale that sustains the humanization of health ...

Salesforce Vendor Profile: Addressing Holistic Human Services Through Composable Case Management This IDC Vendor Profile provides an overview of how Salesforce is delivering a 360-degree view of constituents through secure, open data sharing across multiple sources. And by embedding real-time decisi ...

Pricing Excellence Buyer Case Study: Promotional Product Wholesaler Improves Company Profit, Efficiency, and Customer Experience with Zilliant This IDC Perspective presents a case study that unveils the experience that promotional products wholesaler, PromoProducts, had with transforming the way it ...

Healthcare IT Market - By Solution (Radiology Information Systems, Electronic Health Record, Picture Archiving and Communication Systems, Computerized Physician Order Entry, Vendor Neutral Archives, mHealth, Healthcare Analytics, Telehealth, SCM, CRM, Fraud Management, RCM), By End-Use (Healthcare P ...

Avaya Keeps Its Eye on the Prize and Views the Restructuring Support Agreement and Expedited Chapter 11 Process as Critical Steps in Its Software and Support Solutions Future This IDC Market Note provides a summary and analysis of Avaya's February 14, 2023, announcement that it had entered into a Re ...

GoTo Democratizes Digital Channel by Bringing the Capabilities to SMBs This IDC Market Note highlights the features of GoTo's Customer Engagement offering and how it meets the unique needs of SMBs. This document also explores how the offering fits in with GoTo's product portfolio as well as how it s ...

Significant Recent Announcements in the Voice of the Customer Market This IDC Market Note reviews announcements made recently in the voice of the customer (VoC) applications market. "VoC vendors are pushing for differentiation with the depth of artificial intelligence (AI), machine learning (ML), an ...

Conversational AI is Now the Heart of Customer Experience Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource f ...

AI and the Future of Consumer-Generated Content This IDC Market Perspective looks at the ways in which AI might impact the consumer content creation process."So much attention is now being placed on how AI will impact the consumer content creation process but for many creators, AI will augment rathe ...

Business Process Management Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028 The global business process management (BPM) market size reached US$ 13.3 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 24.5 Billion by 2028, exhibiting ...

South America Event Apps Market Forecast to 2028 - COVID-19 Impact and Regional Analysis By Type (Enterprise Event Apps, Hybrid Apps, Corporates Meeting Apps, Conference Apps, Trade Show Apps, Festival Apps, and Sports Event Apps), Operating System (iOS, Android, and Web-based), and End User (Event ...

Middle East & Africa Event Apps Market Forecast to 2028 - COVID-19 Impact and Regional Analysis By Type (Enterprise Event Apps, Hybrid Apps, Corporates Meeting Apps, Conference Apps, Trade Show Apps, Festival Apps, and Sports Event Apps), Operating System (iOS, Android, and Web-based), and End User ...

Turning Data into Social Value for Sustainable and Responsible Retail This IDC Perspective highlights the importance of sustainability and social responsibility for retailers and the role of data in achieving environmental, social, and governance (ESG) goals. It shows that digital transformation and ...

The Field Service Experience Boosts the Next Sale This IDC Market Perspective explores the opportunity between the aftermarket service operation and the sales organization to enhance revenue and personalized customer outcomes. "Today's digital-first B2B buyer expects a buying journey that is holisti ...

Europe Event Apps Market Forecast to 2028 – COVID-19 Impact and Regional Analysis – by Type (Enterprise Event Apps, Hybrid Apps, Corporates Meeting Apps, Conference Apps, Trade Show Apps, Festival Apps, and Sports Event Apps), Operating System (iOS, Android, and Web-based), and End User (Event Organ ...

Enterprise Perceptions of the Importance of Software Vendor Customer Success Services This IDC Perspective discusses the importance of customer success services in enterprise decision making in enterprise software."Increasing market maturity and product commoditization, combined with the challenging ...

End-User Perceptions of the Value Delivery of Software Vendor Customer Success Services This IDC Perspective discusses enterprise perceptions of the value of software applications vendor customer success services. End users appreciate vendors' customer success services, but there are various quality ...

Asia Pacific Event Apps Market Forecast to 2028 – COVID-19 Impact and Regional Analysis – by Type (Enterprise Event Apps, Hybrid Apps, Corporates Meeting Apps, Conference Apps, Trade Show Apps, Festival Apps, and Sports Event Apps), Operating System (iOS, Android, and Web-based), and End User (Event ...

Unicorn Digital-Native Businesses' Journey and Best Practices in Asia/Pacific This IDC Perspective presents a high-level view into the unicorn journey of digital-native businesses (DNBs) in Asia/Pacific. The unicorn status is revered within the DNB ecosystem, but the journey to achieve this standing ...

Saudi Arabia Cloud Services Market, By Type (Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS)); By Deployment Model (Private Cloud, Public Cloud, Hybrid Cloud); By Organization Size (Large Enterprises, SMEs); By Application (Asset Management, Customer ...

Cloud Services Market By Component (Solution, Services), By Type (Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS), Others), By Deployment Model (Private Cloud, Public Cloud, Hybrid), By Enterprise Size (Large Enterprises, Small and Medium Enterprises), ...