市場調查報告書
商品編碼
1015919

歐洲的CRM應用廠商市場佔有率(2020年)

European CRM Application Vendor Shares, 2020

出版日期: | 出版商: IDC | 英文 29 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

考慮到大流行對歐洲企業帶來的嚴重影響,歐洲的CRM應用市場強於預期,2020年預計成長9.6%。Oracle和SAP,於傳統的產品系列,市場上的存在感,差異化困戰,市場佔有率持續降低。另一方面,Microsoft,Google,Adobe,作為挑戰者持續伸展市場佔有率,開始威脅現有的霸權,從利基功能市場地位突破到完整的CRM/CX平台主張。

本報告提供歐洲的CRM應用廠商市場佔有率的相關調查,從2018年到2020年的市場與2020年的提供主要供應商的收益及市場佔有率,市場發展,主要企業等資訊。

IDC的市場佔有率圖

摘要整理

科技供應商的建議

  • 到運用和員工的體驗打開客戶體驗的定位
  • 把顧客資料平台做為定位的中心
  • 強調主要的科技/功能
  • 強化顧客成功計劃
  • 支撐德國、英國、法國,並在中歐和東歐尋求增量收入

市場佔有率

活躍的企業

市場的狀況

  • 重要的市場發展
    • 成為下個流行的 "數位優先"
    • 客戶體驗成為差異化的中心
    • Cookie的終結和零方和第一方資料的崛起
    • CX2.0:商務經驗和客戶中心的組織的崛起

調查手法

市場定義

相關調查

目錄
Product Code: EUR146453520

This IDC study examines the CRM applications market for 2018-2020 and the revenue and market shares of the leading vendors pertaining to 2020. This study includes tables and charts mapping the market shares of Western European vendors for marketing, sales, customer service, and call centers. "Somewhat surprisingly, given the serious impact of the pandemic upon European businesses, the European CRM applications market has held up better than expected, with growth of 9.6% in 2020" says Gerry Brown, Research Director, IDC Europe. "The vendor perspective has a familiar ring to it. Salesforce continues to strengthen its domination (now with roughly double the revenues of the number two vendor, SAP); the market shares of Oracle and SAP continue to erode as they struggle with legacy product portfolios, marketplace relevance, and differentiation; and Microsoft, Google, and Adobe continue to grow their challenger market shares and start to threaten the existing hegemony, breaking out from niche functional market positions into full CRM/CX platform propositions."

IDC Market Share Figure

Executive Summary

Advice for Technology Suppliers

  • Broaden Your Customer-Experience Positioning to Operations and Employee Experience
  • Make Customer Data Platforms Central to Your Positioning
  • Emphasize Key Technologies/Functionalities
  • Amp Up Your Customer Success Program
  • Shore Up Germany, the U.K., and France and Seek Incremental Revenue in Central and Eastern Europe

Market Share

Who Shaped the Year

Market Context

  • Significant Market Developments
    • "Digital First" Is the New Black
    • Customer Experience Is Now Central to Differentiation
    • The End of Cookies and the Rise of Zero- and First-Party Data
    • CX 2.0: Business Experience and the Rise of the Customer-Centric Organization

Methodology

Market Definition

Related Research