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Western Europe CRM Applications Forecast, 2017-2021

出版商 IDC 商品編碼 367328
出版日期 內容資訊 英文 19 Pages
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西歐的CRM應用市場的預測 Western Europe CRM Applications Forecast, 2017-2021
出版日期: 2017年08月07日 內容資訊: 英文 19 Pages

西歐的CRM (顧客關係管理) 應用市場,預計2015年以13.5%的成長。2016年以8.3%的年複合成長率成長。

本報告提供西歐的CRM應用市場調查分析,最新的5年預測 (2016年∼2020年) 相關的系統性資訊。






  • 推動因素及阻礙因素
    • 推動因素
    • 阻礙因素
  • 重要的市場趨勢
  • 上次預測後的變更





Product Code: EMEA42113217
This IDC study analyzes and sizes the Western European CRM applications market for 2014-2016 and includes a forecast for 2017-2021. IDC segments the CRM applications market by functional segment (four functional segments), deployment model (SaaS and on-premise), and country (16 Western European countries). "CRM applications sales continue to grow healthily in Europe, driven by adoption of cloud solutions and a stronger enterprise focus on customer centricity and customer experience," said Gerry Brown, research director, IDC European Software Group. "IDC research reveals that European organizations are investing heavily in digital transformation with the goal of delivering superior customer experience. The focus for CRM is therefore shifting from internal resource management to improving external customer management that results in advocacy and loyalty. CRM products are starting to reflect this changing balance by guiding contextually relevant and intelligent customer conversations and journeys, rather than focusing purely on conversion rates and cost efficiencies. Digital transformation will continue to have a positive pull-through effect on CRM applications revenues over the forecast period to 2021."

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Adoption of SaaS-Based CRM Software That is Easy to Use and Deploy
      • Integrated Customer Experience Product Platforms Replace Best-of-Breed CRM Instances
      • LOB Executive Agendas Drive Demand for New CRM Technologies
    • Inhibitors
      • Data Privacy
      • Reliance on Services
  • Significant Market Developments
    • Content Management and Collaboration Software Will Become Integral Components Across CRM Applications
    • Social Will Be Woven into All Four CRM Applications Categories
    • Secure, Externally Facing Open APIs are Required
    • Digital Omni-Channel Proliferation Continues
    • Machine Learning and Cognitive Computing Come of Age
  • Changes from Prior Forecast

Market Definition


  • Forecast Information Sources
  • Forecasting Process
  • Company-Level Data Collection
  • Exchange Rates

Related Research

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