This IDC study presents in-depth analysis of the Western European market for CRM applications, with all data reported in constant dollars. The study ranks the largest vendors by functional markets (contact center, customer service, marketing, and sales) and reviews the market performance by country and functional market. The study also contains vendor shares for the SaaS segment. Finally, we provide essential guidance on key strategic priorities for CRM vendors.
"The European CRM applications market remains healthy despite the adverse economic conditions in Europe. In particular, the adoption of SaaS-based solutions and the shift to digital marketing, and the new solutions space that this shift is opening pushed forward the European CRM market in 2011. Meanwhile, on-premises-based vendors in traditional CRM segments, such as sales force automation and contact center applications, are struggling to gain market share and to keep pace with the overall market," said Bo Lykkegaard, research director, IDC European Enterprise Applications
Genesys Telecommunications Laboratories, Inc., Avaya Inc., SAP AG, EMAILVISION S.A., NICE Systems Ltd., SAS Institute, Salesforce.com, Inc., Verint Systems Inc., Amdocs., Siemens AG, Oracle Corporation, Nuance Communications, Inc., Adobe Systems Incorporated, Neolane, Inc., Interactive Intelligence Group, Inc.