市场调查报告书

西欧的顾客关系管理 (CRM) 应用市场的各供应商占有率

Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals

出版商 IDC 商品编码 746179
出版日期 内容资讯 英文 22 Pages
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西欧的顾客关系管理 (CRM) 应用市场的各供应商占有率 Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals
出版日期: 2019年09月05日内容资讯: 英文 22 Pages
简介

本报告提供西欧各国的顾客关系管理 (CRM) 市场基本结构和最新形势,占有率结构相关分析,市场规模 (以金额为准)的趋势,及主要供应商的市场占有率,各部门详细趋势 (行销,销售,客户服务,客服中心) 等资讯汇整,为您概述为以下内容。

IDC的市场占有率预测 (图表)

摘要整理

技术供应商的建议

市场占有率

左右近几年的市场的主要企业

市场背景情况

  • 市场主要趋势

调查手法

市场定义

相关调查

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目录
Product Code: EUR145458219

This IDC study examines the CRM applications market for 2016-2018 and the revenue and market shares of the leading vendors for 2018. It includes tables and charts mapping the market shares of Western European vendors in six functional categories: marketing, sales, customer service, call centers, digital commerce, and advertising applications. "The CRM applications market in Europe continues to grow strongly and offers excellent revenue growth opportunities for vendors. Five of the six functional markets are substantial with revenues over $1.5 billion - the exception being digital commerce - and all but one market, contact centers, are growing at a double-digit CAGR to 2023," said Gerry Brown, CX research director, IDC European Software Group. "Although larger CRM/CX platform vendors dominate, there is plenty of room for start-ups, especially those with innovative AI software applications, to thrive," he said. "Embedded AI is fast becoming a 'must-have' for CRM applications that need to offer 'the next level up' in functionality to entice new purchases from enterprise buyers. Salesforce exerts a strong grip on the marketplace and continues to grow its market share. However, its excellent growth rates are being shadowed by those of Microsoft, Adobe, and Google. These are powerful and well-resourced rivals that are ramping up their CRM marketplace investments. Salesforce will need to continue to execute with its customary excellence to fend off their challenge."

IDC Market Share Figure

Executive Summary

Advice for Technology Suppliers

Market Share

Who Shaped the Year

Market Context

  • Significant Market Developments
    • eCommerce and Advertising Applications Become Part of the CRM
    • Secure, Externally Facing Open APIs Are Required
    • GDPR Forces Vendors and Enterprises to Take Customer Data Privacy and Consent Seriously
    • AI Becomes Ubiquitous Within CRM Suites

Methodology

Market Definition

Related Research

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