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TECH SUPPLIER Jul 2018 - Market Share - Doc # US44026618

Worldwide CRM Applications Market Shares, 2017: Digital Transformation Fuels Customer Experience Initiatives

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

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 represented 40.5% of the total market, showing an expanding, not consolidating, market.

"The functional aspects of CRM applications is taking a back seat to the 'experience' created by a company," says Mary Wardley, research vice president for IDC's CRM Applications and Customer Experience. "After iterations of adding technology, digital transformation is driving an examination of current versus future requirements. Organizations are looking for business partners and technology that will enable them to build that future framework now."


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