IDC's CRM Applications and Customer Experience service keeps product, marketing, and strategic planning professionals informed of trends, leading and emerging vendors, and new market opportunities in the CRM applications market. Customer experience (CX) encompasses the software and processes that encourage better, more effective customer interaction and leverage and coordinate the broader organization with the intention of increasing intimacy between an organization and its prospects and customers. Social, mobile, and analytics are key technologies supporting the CX initiative and represent the market dynamics that suppliers must track, understand, and respond to. In addition to competitive intelligence, this service provides case study and survey insight within the user community. The blend of supply- and demand-side perspectives will help technology vendors and suppliers make informed decisions to address customer needs and market opportunities.
Markets and Subjects Analyzed
Marketing and sales automation applications
Customer service and contact center applications
Social business (customer, supplier, and partner engagement)
Social marketing, sales, and service software and implementations
CRM analytics and socialytic applications
Customer experience across channels (includes CRM, content management, commerce platforms, integration, advanced analytics) for B2B and B2C
CRM application priority investments
On-demand, hosted, and on-premise models
IDC MarketScape: Worldwide Social Marketing Management Applications
Emerging Trends in CRM Applications
CRM Applications Worldwide Forecast and Analysis
AppStats Quarterly End-User Study
CRM Analytics and Web Analytics Applications
In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.
Key Questions Answered
What is the market size and five-year forecast for CRM applications, and who are the major players?
What is the taxonomy for customer experience and what are the fundamental components? What delivery models for CRM applications are end-user organizations adopting?
What role do CRM applications suppliers play in helping customers create CRM strategies?
What are the best methodologies for implementing analytics within a CRM framework?
Customer Experience Components
IDC's CRM Applicationsand Customer Experience service examines how software providers are positioning themselves to compete in the CRM applications market. This service reviews strategies, market positioning, and future direction of several providers in the CRM applications market, including:
For IT suppliers or IT buyers doing business planning and budgeting, sales and marketing, or performance measurement, we have the custom offerings to optimize your success at every stage of your business. Our data- and content-driven approach helps you make better decisions, drive more effective marketing programs, and effectively measure your success - resulting in a greater return on your investment.
Unparalleled Coverage of End-User Requirements Across Vertical Industries
Whether you are a technology buyer or provider, IDC Insights' research translates today's global end-user requirements and trends into business opportunities for your organization. With dedicated businesses targeting energy, financial services, government, healthcare, manufacturing, and retail, IDC provides unmatched integration of global technology and vertical industry expertise to deliver industry-specific customer intelligence that gives clients a powerful business advantage.