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Mary Wardley

Program Vice President, Loyalty and Customer Care

Mary Wardley Joined IDC in 1988 and currently manages IDC's CRM and Enterprise Applications programs. As vice president of the CRM Applications Software program her primary responsibility is delivering leading qualitative and quantitative market sizing and analysis of the CRM software segments. This research in connection with IDC’s Software Research group provides the most comprehensive look at the evolving CRM and enterprise applications market available.

In conjunction with research services Ms. Wardley also contributes to primary technology research projects under contract with software publishers. The result of this work has appeared in the form of white papers and case studies, and has been used for product positioning and planning.

Ms. Wardley is frequently asked to speak at domestic and international industry events such as trade, vendor, user, and development groups, on topics ranging from global market trends to specific market segments. As an industry expert, Ms. Wardley is frequently quoted in such publications as The Wall Street Journal, The New York Times, and The Boston Globe, as well as the leading software and computer industry trade publications.

Ms. Wardley’s in-depth involvement with IT groups provides a valuable real-world perspective to traditional market analysis. Prior to the joining the Software Research group she was Senior Analyst with the Strategies for Microcomputers and Office Systems program at IDC. In this capacity she provided a continuous consulting service to a client base of Fortune 1000 companies, focusing on end-user computing issues such as software migration, training, implementation, integration, and distributed environments.

At SAP SAPPHIRE NOW 2018, held June 5-7 in Orlando Florida, SAP took on the CRM applications market with a new/rationalized set of cloud-based CRM offerings. The new CRM "suite" offering will be sold under the name SAP C/4HANA, to complimen...
At SAP's SAPPHIRE event on June 5, 2018, SAP announced its acquisition of cloud-based field service management software company Coresystems. SAP did not disclose the financial details of the deal. The acquisition highlights the impact of th...
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This IDC Perspective discusses the requirement for and current state of providing omni-channel access to customers and the process of planning that strategy. Using survey data, readers will gain an understanding of the channels currently in...
This IDC Perspective offers customer experience professionals six roles of specific sets of insights from the Oracle Modern Customer Experience 2018 event. The theme of the event was about modern customer experience, and IDC analysts presen...
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