This IDC study provides an analysis and sizing of the Western European CRM applications market for 2009 to 2011, and a forecast for 2012–2016. The study segments the CRM applications market by functional market (four functional markets), company size band (1–99 employees, 100–499 employees, 500–999 employees, and 1,000 employees or more, government, education), by deployment model (SaaS and on premise), and by Western European country.

"With a 6.8% constant currency growth rate in 2011, the $5.8 billion Western European CRM applications market had another strong year, following 9.0% growth in 2010. The move to software-as-a-service has opened up the addressable market for packaged CRM software among small and midsize organizations and in new industries. Furthermore, the new waves of technological change related to mobile computing, social software, analytics, and the general consumerization of enterprise software is resulting and will result in new value propositions and sustained future revenue growth," said Bo Lykkegaard, research director, European Enterprise Applications, IDC.