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서유럽의 고객관계관리(CRM) 애플리케이션 시장 벤더별 점유율

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

리서치사 IDC
발행일 2019년 09월 상품 코드 746179
페이지 정보 영문 22 Pages
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US $ 4,500 ₩ 5,415,000 PDF by E-mail (Single User License)


서유럽의 고객관계관리(CRM) 애플리케이션 시장 벤더별 점유율 Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals
발행일 : 2019년 09월 페이지 정보 : 영문 22 Pages

서유럽 국가의 고객관계관리(CRM) 시장 기본 구조와 최신 상황, 점유율 구조에 대해 분석했으며, 시장 규모(금액 기준) 동향, 주요 벤더의 시장 점유율, 부문별 동향(마케팅, 판매, 고객 서비스, 콜센터) 등의 정보를 전해드립니다.

IDC의 시장 점유율 예측(도표)

주요 요약

기술 공급업체에 대한 제안

시장 점유율

최근 시장을 좌우하고 있는 주요 기업

시장 배경

  • 시장의 주요 동향

조사 방법

시장 정의

관련 조사

KSM 18.12.05

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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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