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Customer Relationship Management (CRM) Team

Mary Wardley

Program Vice President, Loyalty and Customer Care

Marianne Kolding

Vice President, European Core Research Excellence Leader, European Skills Practice

Vladimír Kroa

Associate Vice President, IT Services , CEMA

New Research

This IDC study examines the vendor revenue performance in the CRM applications market for 2017. The CRM applications market grew an outstanding 10.1% in 2017 to reach $37.1 billion in revenue. Despite acquisitions, the top 5 vendors represe...
This IDC study discusses digital transformation (DX) in the customer experience that companies provide and its influence on prioritizing use cases for investment as well as the strategic priorities and programs that are driving technology s...
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 study presents the top 100 IT services providers in the Czech Republic, including their market shares, based on their respective performances in 2017. It also examines in detail the performances of the country's top 10 IT services ...
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 compleme...
This IDC Market Note describes impressions from Cognizant's front-office transformation activity with European clients. IDC was invited to Cognizant's digital studios in London and Amsterdam for two days in March 2018. Over these two days, ...
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...
This IDC Web Conference contains the five key ways that you can help your customers get to the next level in their digital business transformation. IDC research finds that 86% of European CEOs believe digital business transformation is esse...
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...
This IDC study presents a comprehensive view of the cloud services market in CEE and includes market sizing for public and private cloud delivery models. It contains quantitative data from 2016, presents market forecasts for 2017–2021, and ...