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市場調査レポート

西欧の顧客関係管理 (CRM) アプリケーション市場のベンダー別シェア

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

発行 IDC 商品コード 746179
出版日 ページ情報 英文 22 Pages
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西欧の顧客関係管理 (CRM) アプリケーション市場のベンダー別シェア Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals
出版日: 2019年09月05日 ページ情報: 英文 22 Pages
概要

当レポートでは、西欧諸国における顧客関係管理 (CRM) 市場の基本構造や最新情勢、シェア構造について分析し、市場規模 (金額ベース) の動向や、主要ベンダーの市場シェア、部門別の詳細動向 (マーケティング、販売、顧客サービス、コールセンター) といった情報を取りまとめてお届けいたします。

IDCによる市場シェア予測 (図表)

エグゼクティブ・サマリー

技術サプライヤー向け提言

市場シェア

近年の市場を左右している主要企業

市場の背景事情

  • 市場の主な動向

調査手法

市場の定義

関連調査

目次
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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