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

Zoho's Growth in the European Market This IDC Market Note presents IDC's opinions on key messages from Zoho's Zoholics UK event in London, held in early September 2022. Its key narrative points include the company's commitment to the European market, its operating model driving commercial competitiv ...

Business Analytics & Enterprise Software Publishing in the US - Industry Market Research Report Business Analytics & Enterprise Software Publishing in the US The Business Analytics and Enterprise Software Publishing industry has grown steadily on the back of favorable demand conditions caused by hig ...

Worldwide Customer Communications Management Software Market Shares, 2021: Visibility to Customer Satisfaction Rebounds Growth This IDC study contains estimated vendor shares for the customer communications management (CCM) market based on calendar year 2021 software revenue."Companies large and sma ...

Platform Culture Determines the Performance of Martech Majors and Their Customers This IDC Market Note addresses the hidden source of fragmentation across the front-office CX tech stacks of major martech/CX vendors. How vendors manage internal front-office product teams determines the level of fragm ...

Future of Work - Thematic Research Summary Many people are re-evaluating their relationship to work, and the so-called Great Resignation, which began in early 2021, has seen millions leave their jobs or retire early. Employees are in a stronger position than they have been for years, as companies ar ...

Business Analytics & Enterprise Software Global Market Briefing 2022: Ukraine-Russia War Impact Global business analytics & enterprise software market was worth $352.2 billion in 2021, it was the largest segment within the software products market accounting for 30.8%. In terms of per capita consump ...

IDC PlanScape: Marketplaces for Retailers This IDC PlanScape explores the characteristics of digital marketplaces as facilitators and robust tools to enhance a brand's online presence, underlying characteristics that make them particularly effective in specific business moments."Marketplaces are one ...

IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative This IDC PeerScape describes practices for developing a successful customer experience initiative."A successful customer experience program goes from first customer touch to customer loyalty to customer service," say ...

Customer Experience at the Core of Digital Transformation in Banking, Financial Services, and Insurance, 2022 When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternat ...

Worldwide Sales Force Productivity and Management Software Forecast, 2022–2026 This IDC study presents a forecast of the worldwide sales force productivity and management software market for the years 2022–2026. Additional analysis includes the key drivers and inhibitors of the sales force productiv ...

Japan Unified Communications and Collaborative Workspace Shares, 2021: From Hybrid Work to Omni-Work This IDC study provides an analysis of the Japan unified communications (UC) and collaborative workspace market share based on vendor revenue performance in 2021. IDC classifies the market into four ...

Social Media Analytics Market Forecast to 2028 – COVID-19 Impact and Global Analysis – by Component [Solutions and Services (Professional Services and Managed Services)], Application (Customer Experience Management, Competitive Intelligence, Sales & Marketing Management, and Others), Deployment (Clo ...

Rethinking Customer Relationships for Broadcom's Acquisition of VMware: Using Facts to Drive a Strategic Partnership This IDC Market Perspective provides recommendations to Broadcom and VMware customers (and their broader ecosystems) as they consider creating a business partnership over the next sev ...

The Digital-First CEO: A Pathfinder for the Digital Business This IDC Perspective examines the digital-first CEO as pathfinders and gives business leaders and technology suppliers insights into how digital-first CEOs invest differently in digital capabilities and technology. Coming out of the COVID- ...

Worldwide Digital Commerce Applications Forecast, 2022–2026: Channels Evolve into Experiential Commerce Wonderland This IDC study presents a five-year forecast for the worldwide digital commerce applications market."Much of the momentum in digital commerce has been focused on B2B digital transformat ...

Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX This IDC study presents the market shares of the top vendors in the worldwide customer data platform (CDP) market valued at $2.2 billion in 2021."The global transition to digital-first or dig ...

Worldwide Conversational AI Tools and Technologies Market Shares, 2021: Conversational AI Hits the Mainstream This IDC study presents a view of worldwide conversational artificial intelligence (AI) tools and technologies revenue broken down by vendor for the calendar year 2021."Following strong grow ...

China ERP Software Market, By Offering (Solutions, Services); By Deployment (Cloud, On-Premises, Hybrid); By Organization Size (SMEs, Large Enterprises); By End User (Industrial/Manufacturing, BFSI, Retail, Consumer Goods, Transportation, Government, IT/ITeS, Healthcare, Hospitality, Others); By Fun ...

Worldwide Customer Data Platform Applications Software Forecast, 2022-2026: Market Continues Fast Pace to $5.7+ Billion by 2026 This IDC study presents the size and growth for the customer data platform (CDP) application software market worldwide."Customer experience is the top business driver for ...

Future of Customer Experience: Why Professional Services Are Critical to CX This IDC Perspective discusses why professional services are critical to customer experience (CX). Customer experience–related professional services play an important role in helping organizations position their brand and de ...

IDC PlanScape: Future of Customer Experience — Developing a Video Content Strategy This IDC PlanScape provides a framework for how enterprises can adopt video assets into their content marketing strategy and use applied intelligence (customer data insights and AI/ML) to drive the future of personali ...

Amdocs Customer Engagement Puts Agents at the Center of the Telco Business This IDC Market Note discusses key highlights of the Amdocs Customer Engagement app, which brings to light the rapidly evolving nature of the contact center space, expected to be more than just about addressing queries and re ...

PandaConf Marketing Track at Collision 2022 Highlights Market Opportunities, Technology Disruptors, and Overall Industry Optimism This IDC Market Note examined the broad themes and industry trends noted from discussions and presentations at the PandaConf track of Collision 2022. The disruptive for ...

Global Business Process Management Services Growth Opportunities Traditional BPM and customer experience (CX) services are undergoing a paradigm shift. The need for effective and efficient front- and back-office operations has led to process optimization through digitalization. In the past, organiza ...

United States Customer Technical Support Services Market - Growth, Trends, COVID-19 Impact, and Forecasts (2022 - 2027) The United States Customer Technical Support Services Market was valued at USD 7,570.6 million in 2021 and is expected to reach USD 11,719.7 million by 2027, registering a CAGR of ...