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Oct 2018 - IDC Perspective - Doc # AP43416118

IDC Perspective: Customer Relationship Management Applications: The State in Asia/Pacific (Excluding Japan)

By: Yih-Khai Wong

Abstract

This IDC Perspective discusses the state of customer relationship management (CRM) applications in Asia/Pacific (excluding Japan) (APEJ). It also aims to advise technology buyers that are thinking of embarking on a digital transformation journey to also think about customer experience as a key focus in any go-to-market initiatives.

"We are seeing an accelerating adoption of CRM solutions across APEJ, especially in terms of software as a service consumption. As more organizations move up in terms of maturity and begin to focus on enhancing customer experience and providing world-class services across different platforms, having a first-class CRM solution and strategy will be essential for every organization to achieve its goals. New technologies such as artificial intelligence, machine learning, Internet of Things, virtual reality, and chatbots will play a key role in any organization's digital transformation journey," says Yih-Khai Wong, senior market analyst, IDC Asia/Pacific Software Research Group.


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