Abstract
This IDC study focuses on the use of enterprise CRM software and related analytics applications at midsize companies within the U.S. services industry and is based on our AppStats Survey conducted in December 2007. "CRM solutions that help align business processes more directly with organizational objectives and greatly contribute to improving on corporate goals are favored by buyers at midsize U.S. services organizations," reports Judy Hodges, research manager of IDC' s Small and Medium Business (SMB) Markets: Enterprise Applications research service. "CRM solution providers are likely to be more successful if they are to lead their sales initiatives with this in mind."
Table of Contents
- Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Situation Overview
- Midsize Services Industry Respondents' Profiles
- Table: Respondents by Company Size
- Table: Industry Classification by Principal Business Activity
- Figure: Number of Employees in the U.S. Organization
- Figure: Respondents by Decision-Making Role in Enterprise Software Applications Selection
- Figure: Source of Budget for Applications for New Initiatives by LOB and IT
- Future Outlook
- Drivers for Future Enterprise Software Applications Investments in the Midsize Services Industry
- Figure: Line-of-Business and IT Respondents' Top 3 Drivers for Future Enterprise Applications Investments
- Midsize U.S. Services Organizations' Approach to Enterprise Application Solutions
- Figure: Buy Versus Build Solution Preference
- Figure: Enterprise Software Solution Preference
- CRM Application Solutions: Use and Purchase by Midsize U.S. Services Organizations
- Table: CRM Software Applications in Use and Being Purchased, Replaced, or Upgraded in the Next 12 Months (% of Respondents)
- Figure: Investment Changes Across CRM Applications in the Next 12 Months
- Figure: Seats Paid-For in Actual Use by CRM Application Type
- Open Source in the Purchase of CRM Applications by Midsize U.S. Services Organizations
- Figure: Plans for Open Source CRM Applications
- Adoption of SOA-Architected CRM Solutions by Midsize U.S. Services Organizations
- Figure: Adoption Plans for SOA for CRM Applications
- Adoption of Various License/Delivery Models for CRM Applications Among Midsize U.S. Services Organizations
- Figure: License/Delivery Model for CRM Applications - Currently, Evaluating, Implementing, and Moving Away From
- Essential Guidance
- Learn More
- Related Research
- Methodology
- Synopsis
