IDC Market Share Figure

Figure: European CRM Application 2020 Vendor Share Snapshot

Executive Summary

Advice for Technology Suppliers

Broaden Your Customer-Experience 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 and Seek Incremental Revenue in Central and Eastern Europe

Market Share

Table: Europe CRM Applications Revenue by Vendor 2019–2020 (2H20 Constant $M)

Figure: Europe CRM Applications Revenues, 2018–2020

Table: Europe Advertising Applications by Vendor 2019–2020 (2H20 Constant $M)

Table: Europe Contact Center Applications by Vendor 2019–2020 (2H20 Constant $M)

Table: Europe Customer Service Applications by Vendor 2019–2020 (2H20 Constant $M)

Table: Europe Digital Commerce by Vendor 2019–2020 (2H20 Constant $M)

Table: Europe Marketing Applications by Vendor 2019–2020 (2H20 Constant $M)

Table: Europe Sales force Productivity and Management Applications by Vendor 2019–2020 (2H20 Constant $M)

Table: Europe CRM Applications Revenue by Country 2019–2020 (2H20 Constant $M)

Table: Benelux CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: Czechia CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: France CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: Germany CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: Iberia CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: Italy CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: Nordics CRM Applications Vendors Revenue 2019-2020 (2H20 Constant $M)

Table: Poland CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: Russia CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

Table: U.K. CRM Applications Vendors Revenue 2019–2020 (2H20 Constant $M)

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

Table: Europe CRM Applications (Public Cloud Services) Revenue by Vendor 2019–2020 (2H20 Constant $M)

Who Shaped the Year

Market Context

Significant Market Developments

"Digital First" Is the New Black

Customer Experience 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

Methodology

Market Definition

Related Research