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市場調查報告書

CRM (顧客關係管理) 應用軟體的全球市場的預測 (2016∼2020年):雲端基礎、應用的滲透

Worldwide CRM Applications Software Forecast, 2016-2020: Cloud-Based Applications Increase in Penetration Mix

出版商 IDC 商品編碼 344492
出版日期 內容資訊 英文 16 Pages
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CRM (顧客關係管理) 應用軟體的全球市場的預測 (2016∼2020年):雲端基礎、應用的滲透 Worldwide CRM Applications Software Forecast, 2016-2020: Cloud-Based Applications Increase in Penetration Mix
出版日期: 2016年08月08日 內容資訊: 英文 16 Pages
簡介

CRM應用現在有「客戶中心型服務的配合措施」(customer initiative)的中心課題。客戶中心型服務和數位轉換,成為客戶支援領域的技術改良、開發的促進材料。另一方面,客戶方面有自由裁量權和購買力,與供應商在同樣的立場可取捨選擇服務。服務的產品化進行的狀態,不但技術改良,透明度、反應性高的客戶支援功應能成為新的服務差異化的源泉。

本報告提供全球顧客關係管理 (CRM) 應用軟體市場相關分析,最新的市場形勢和特徵性的趨勢,推動及阻礙市場要素,市場趨勢預測 (今後5年份),各部門 (行銷自動化,銷售自動化,顧客服務,客服中心)的詳細趨勢等調查評估。

IDC的市場趨勢預測 (圖表)

摘要整理

技術供應商的建議

市場預測

市場背景情況

  • 市場促進、阻礙因素
    • 推動因素
      • 景氣趨勢
      • SaaS型CRM
      • 流通管道橫斷型整合
    • 阻礙因素
      • 客戶方面對頻繁的服務發行的對應能力
  • 市場主要趨勢
  • 上次預測後的變更點

市場定義

調查手法

  • 過去的市場資料與匯率
  • 未來市場資料、匯率預測值

相關調查

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目錄
Product Code: US41645115

This IDC study provides an updated market sizing for the worldwide CRM applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a five-year forecast (2016-2020) and segment breakdown by the four CRM functional markets: marketing automation, sales automation, customer service, and contact center."The CRM applications market is center stage of the largest customer initiative focused period to date. Customer experience coupled with digital transformation is fueling renovation and innovation within customer handling," said Mary Wardley, program VP, CRM and Enterprise Applications. "Customer independence and buying power coupled with new tools for communication are putting consumers and the organizations with whom they do business on equal footing. Technology prowess and transparent and responsive customer handling will be the new market differentiation in a commoditized world."

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Economy
      • SaaS-Based CRM
      • Cross-Channel Integration
    • Inhibitors
      • Ability for End Customers to Absorb Rapid Rate of Releases
  • Significant Market Developments
  • Changes from Prior Forecast

Market Definition

Methodology

  • Historical Market Values and Exchange Rates
  • Forecast Market Values and Exchange Rates

Related Research

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