Abstract
This IDC study presents the latest market forecast and trend observations for
the Australia/New Zealand (ANZ) customer relationship management (CRM) market.
The study shows that solid growth is set to continue in the CRM space across
ANZ. The competitive landscape in the small and medium-sized business (SMB)
space is driving much of this. At the end user and customer level, interest in
improving the customer experience and efforts to develop deeper application
capability has kept CRM at the front of IT spending intentions across all
segments. Software as a service (SaaS) delivery of CRM has also been increasing
across ANZ with a significant contingent of SMBs attracted to this model.
"With the midmarket taking a keen interest in all of the low risk promise of
SaaS, and with CRM innovation high on the business agenda at the enterprise,
the ANZ CRM market has healthy prospects. When paired with highly valued and
active channels, and a general climate of enthusiasm for IT investment in most
verticals, both vendors and customers should be relishing their opportunities,"
says Mark Wheeler, market analyst, Software, IDC ANZ.
Table of Contents
- Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Vendor-Level Data Collection
- IDC Demand-Side Research
- Market Forecast Methodology
- Situation Overview
- Figure: Australia/New Zealand Customer Relationship Management Revenue by Functional Market, 2006
- Figure: Australia Customer Relationship Management Revenue by Company Size, 2005 and 2006
- Figure: New Zealand Customer Relationship Management Revenue by Company Size, 2005 and 2006
- Future Outlook
- Customer Relationship Management Market Drivers
- Small and Medium-Sized Businesses
- Software as a Service
- Customer Service
- Standardisation/Flexibility
- Vertical Specialisation
- Customer Relationship Management Market Inhibitors
- Skills Shortage
- Channel Relationships
- Change Management Initiatives
- Forecast and Assumptions
- Customer Relationship Management Market Forecast, 2007-2011
- Table: Australia and New Zealand Customer Relationship Management Revenue, 2006-2011 (US$M)
- Forecast Assumptions
- Table: Key Forecast Assumptions for the Australia and New Zealand Customer Relationship Management Applications Market, 2007-2011
- Market Context
- Table: Australia and New ZealandCustomer Relationship Management Applications Revenue, 2006-2011: Comparison of April 2007 and October 2007 Forecasts
- Figure: Australia and New Zealand Customer Relationship Management Revenue Forecast, 2006-2011: Comparison of April 2007 and October 2007 Forecasts
- Essential Guidance
- Learn More
- Related Research
- Synopsis
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