IDC Market Forecast Figure

Figure: Europe Customer Relationship Management Applications Spending Snapshot

Executive Summary

Advice for Technology Suppliers

Broaden Your CX Positioning to Operations and Employee Experience

Make Customer Data Platforms Central to Your Positioning

Emphasize Key Technologies/Functionalities

Amp Up Your Customer Success Program

Shore Up Germany, the U.K., and France; Seek Incremental Revenue in Central and Eastern Europe

Market Forecast

Table: Europe CRM Applications Revenues, 2018–2020 ($M)

Figure: Europe CRM Applications, 2018–2020 ($M)

Figure: Europe CRM Applications Revenue by Market, 2020 (2H20 Constant $M)

Table: Europe CRM Applications Revenue by Market, 2019–2025 (2H20 Constant $M)

Table: Europe CRM Applications Revenue by Deployment Model, 2019–2025 (2H20 Constant $M)

Figure: Europe CRM Applications Revenue by Deployment Model, 2020 (2H20 Constant $M)

Table: Europe CRM Applications Forecast by Country, 2019–2025 (2H20 Constant $M)

Table: Europe Advertising Applications Forecast by Country, 2019–2025 (2H20 Constant $M)

Table: Europe Contact Center Applications Forecast by Country, 2019–2025 (2H20 Constant $M)

Table: Europe Customer Service Applications Forecast by Country, 2019–2025 (2H20 Constant $M)

Table: Europe Digital Commerce Forecast by Country, 2019–2025 (2H20 Constant $M)

Table: Europe Marketing Applications Forecast by Country, 2019–2025 (2H20 Constant $M)

Table: Europe Sales Applications Forecast by Country, 2019–2025 (2H20 Constant $M)

Market Context

Drivers and Inhibitors

Drivers

Digital is Leveling the Playing Field

Demanding Customers

Blending of the Physical and Digital ("Phygital")

Inhibitors

Privacy and Compliance Enforcement

Market Maturity

Significant Market Developments

"Digital First" Is the New Black

CX Is Now Central to Differentiation

The End of Cookies and the Rise of Zero- and First-Party Data

CX 2.0: Business Experience and the Rise of the Customer-Centric Organization

Changes from Prior Forecast

Figure: Western European CRM Applications Forecast, 2019-2025: Comparison of 2H20, and 1H21 Forecasts (Current $M)

Figure: Western European CRM Applications Forecast, 2019-2025: Comparison of 2H20, and 1H21 Growth Forecasts (Constant $M)

Market Definition

Methodology

Forecast Information Sources

Forecasting Process

Company-Level Data Collection

Exchange Rates

Related Research