市場調查報告書

西歐的顧客關係管理 (CRM) 應用市場的各供應商佔有率

Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals

出版商 IDC 商品編碼 746179
出版日期 內容資訊 英文 22 Pages
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西歐的顧客關係管理 (CRM) 應用市場的各供應商佔有率 Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals
出版日期: 2019年09月05日內容資訊: 英文 22 Pages
簡介

本報告提供西歐各國的顧客關係管理 (CRM) 市場基本結構和最新形勢,佔有率結構相關分析,市場規模 (以金額為準)的趨勢,及主要供應商的市場佔有率,各部門詳細趨勢 (行銷,銷售,客戶服務,客服中心) 等資訊彙整,為您概述為以下內容。

IDC的市場佔有率預測 (圖表)

摘要整理

技術供應商的建議

市場佔有率

左右近幾年的市場的主要企業

市場背景情況

  • 市場主要趨勢

調查手法

市場定義

相關調查

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目錄
Product Code: EUR145458219

This IDC study examines the CRM applications market for 2016-2018 and the revenue and market shares of the leading vendors for 2018. It includes tables and charts mapping the market shares of Western European vendors in six functional categories: marketing, sales, customer service, call centers, digital commerce, and advertising applications. "The CRM applications market in Europe continues to grow strongly and offers excellent revenue growth opportunities for vendors. Five of the six functional markets are substantial with revenues over $1.5 billion - the exception being digital commerce - and all but one market, contact centers, are growing at a double-digit CAGR to 2023," said Gerry Brown, CX research director, IDC European Software Group. "Although larger CRM/CX platform vendors dominate, there is plenty of room for start-ups, especially those with innovative AI software applications, to thrive," he said. "Embedded AI is fast becoming a 'must-have' for CRM applications that need to offer 'the next level up' in functionality to entice new purchases from enterprise buyers. Salesforce exerts a strong grip on the marketplace and continues to grow its market share. However, its excellent growth rates are being shadowed by those of Microsoft, Adobe, and Google. These are powerful and well-resourced rivals that are ramping up their CRM marketplace investments. Salesforce will need to continue to execute with its customary excellence to fend off their challenge."

IDC Market Share Figure

Executive Summary

Advice for Technology Suppliers

Market Share

Who Shaped the Year

Market Context

  • Significant Market Developments
    • eCommerce and Advertising Applications Become Part of the CRM
    • Secure, Externally Facing Open APIs Are Required
    • GDPR Forces Vendors and Enterprises to Take Customer Data Privacy and Consent Seriously
    • AI Becomes Ubiquitous Within CRM Suites

Methodology

Market Definition

Related Research

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