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TECH SUPPLIER Aug 2019 - Market Forecast - Doc # EUR144692019

Western Europe CRM Applications 2019–2023 Forecast

By: Alexandros StratisResearch Manager, Gerry BrownResearch Director, European Software Group, Erica SpinoniResearch Analyst, European Software

Abstract

This IDC study analyzes and sizes the Western European CRM applications market for 2016–2018 and includes a forecast for 2019–2023. IDC segments the CRM applications market by functional segment (6 functional segments), deployment model (SaaS and on-premise), and country (16 Western European countries).

"CRM applications offer vendors double-digit revenue organic growth opportunities in Western Europe. The primary markets of interest to vendors should be advertising, customer services, and marketing applications, which all offer critical mass and strong growth potential. Conversely, sales, digital commerce, and contact center markets are maturing and have flatter, single-digit growth," said Gerry Brown, research director, IDC European Software Group.

"Enterprise vendors need to offer elements of all six functional markets within integrated CRM or CX platforms, either directly themselves or through partners. The demand trend is towards platforms rather than best-of-breed, and platforms attract larger deal sizes, often under the auspices of digital transformation initiatives, and enable vendors to maximize their total addressable market (TAM) opportunities."


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