CRM & Customer Service market research reports by IDC

• Key Takeaways from SugarCRM's 2025 Analyst Summit: Differentiated Strategy Focusing on Manufacturing, Wholesale, and Distribution

  Feb 18, 2025  |  Published by: IDC  |  USD 2,500

  This IDC Market Note discusses the main takeaways from SugarCRM's Analyst Summit held in January 2025. It also outlines key strategy and product updates as well as provides IDC's analysis and main takeaways from the event. ... Read More

• Age of Copilots Begins in Financial Services: VeriPark Perspective

  Jan 23, 2025  |  Published by: IDC  |  USD 7,500

  Age of Copilots Begins in Financial Services: VeriPark Perspective This Vendor Profile provides an in-depth perspective on VeriPark's integration of GenAI capabilities into its financial services solutions in the CRM domain. It delves into the company's strategic initiatives, focusing particularly o ... Read More

• Connect the Enterprise to Orchestrate End-to-End Customer-Centric Journeys

  Jan 10, 2025  |  Published by: IDC  |  USD 7,500

  Connect the Enterprise to Orchestrate End-to-End Customer-Centric Journeys This IDC Perspective discusses customer experience (CX) initiatives that are at a crossroads: Companies have a choice either to optimize their financial, product, and operational excellence or to take on a more customer-centr ... Read More

• IDC Planscape: Quantum-Safe Cryptography for Government

  Dec 18, 2024  |  Published by: IDC  |  USD 7,500

  IDC Planscape: Quantum-Safe Cryptography for Government This IDC PlanScape focuses specifically on quantum-safe cryptography solutions. It discusses the importance of quantum-safe cryptography for government organizations considering advancements in quantum computing. It highlights the potential th ... Read More

• A Focus on Hyper-Personalization in Voice of the Customer Programs

  Dec 17, 2024  |  Published by: IDC  |  USD 7,500

  A Focus on Hyper-Personalization in Voice of the Customer Programs This IDC Perspective explores the evolution of hyper-personalization in voice of the customer (VOC) programs, emphasizing the need for brands to leverage technology to create individualized customer experiences. By analyzing direct, ... Read More

• Worldwide Customer Relationship Management Applications Software Forecast, 2024–2028: AI-Driven Data Strategies Fueling Market Growth

  Dec 13, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Relationship Management Applications Software Forecast, 2024–2028: AI-Driven Data Strategies Fueling Market Growth This IDC study provides the worldwide customer relationship management applications software forecast for 2023-2028. "Unlocking the true potential of data will be cru ... Read More

• IDC PeerScape: Practices to Enhance Employee and Customer Experience in Modern Contact Centers

  Dec 13, 2024  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Practices to Enhance Employee and Customer Experience in Modern Contact Centers This IDC PeerScape looks at how some organizations have developed strategies and practices that achieve top results using a modern contact-center-as-a-service (CCaaS) platform."Legacy contact center infras ... Read More

• Worldwide Website Software Market Shares, 2023: Accelerated Market Growth Unlocks Vendor Opportunities

  Dec 11, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Website Software Market Shares, 2023: Accelerated Market Growth Unlocks Vendor Opportunities This IDC study contains vendor shares for the website software market for 2021–2023. It includes commentary on the growth of the market and emerging trends and provides actionable advice for techno ... Read More

• Worldwide Customer Relationship Management Applications Software Market Shares, 2023: Thriving Amid Accelerated Disruption

  Dec 11, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Relationship Management Applications Software Market Shares, 2023: Thriving Amid Accelerated Disruption This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2023, valued at $92.3 billion."AI is becoming ... Read More

• Worldwide Customer Communications Management Software Forecast, 2024–2028

  Dec 11, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Communications Management Software Forecast, 2024–2028 This IDC study provides the market size of the worldwide customer communications management software market in the CY23 and a five-year forecast through 2028 by geographic region and deployment type. It includes continued adju ... Read More

• Europe Contact Center Market Shares, 2023: Vendors Who Shaped the Market

  Dec 10, 2024  |  Published by: IDC  |  USD 7,500

  Europe Contact Center Market Shares, 2023: Vendors Who Shaped the Market This IDC Market Share examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovation."The emergence of GenAI can change the structure o ... Read More

• European Contact Center Forecast, 2024–2028

  Dec 07, 2024  |  Published by: IDC  |  USD 7,500

  European Contact Center Forecast, 2024–2028 This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications and by key geography. It also outlines major market trends and provides recommendations for market players. The European contact ce ... Read More

• Orange Business Adds Value to UC&C and Contact Centers with Extra Layers of Services

  Nov 08, 2024  |  Published by: IDC  |  USD 2,500

  Orange Business Adds Value to UC&C and Contact Centers with Extra Layers of Services Orange Business is enhancing its UC&C and contact center services to meet modern business needs by integrating these solutions into broader digital transformation processes. Leveraging connectivity, cloud, and c ... Read More

• IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions

  Oct 28, 2024  |  Published by: IDC  |  USD 7,500

  IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions This IDC study presents 10 of the most urgent business and technology agenda areas for customer experience executives for 2025 and beyond."In the evolving landscape of customer experience, the true potential of generative AI w ... Read More

• INBOUND 2024: HubSpot’s Vision to Make Customer Management Easy, Fast, and Unified

  Oct 24, 2024  |  Published by: IDC  |  USD 2,500

  INBOUND 2024: HubSpot’s Vision to Make Customer Management Easy, Fast, and Unified This IDC Market Note explores how HubSpot’s vision seeks to address the pressing challenges facing go-to-market teams and usher in a new era of inbound marketing. At INBOUND 2024, HubSpot CEO Yamini Rangan highlighted ... Read More

• IDC PeerScape: Retail Practices for Implementing Loyalty Applications

  Oct 23, 2024  |  Published by: IDC  |  USD 7,500

  IDC PeerScape: Retail Practices for Implementing Loyalty Applications Loyalty is a key differentiator for customer retention. It turns the value of convenience into a test for customer satisfaction and enables for consent-based trusted relationships with customers, said Ornella Urso, research direct ... Read More

• Worldwide Order Management and Orchestration Applications Forecast, 2024–2028: Slow Growth for Specialists in the Era of Platform Consolidation

  Oct 17, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Order Management and Orchestration Applications Forecast, 2024–2028: Slow Growth for Specialists in the Era of Platform Consolidation This IDC study provides a five-year forecast for the worldwide order management and orchestration applications market."Order management continues to be an e ... Read More

• Worldwide Digital Commerce Applications Market Shares, 2023: The Year Omni-Channel Commerce Came Roaring Back

  Sep 30, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Digital Commerce Applications Market Shares, 2023: The Year Omni-Channel Commerce Came Roaring Back This IDC study provides the worldwide market shares for the worldwide digital commerce applications market for 2023."The 2023 digital commerce market marked a definitive shift toward omni-ch ... Read More

• Worldwide Customer Service Applications Software Forecast, 2024–2028: On Target to Achieve $33.8 Billion in 2028

  Sep 30, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Service Applications Software Forecast, 2024–2028: On Target to Achieve $33.8 Billion in 2028 This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2024 to 2028."The customer service applications market has entered ... Read More

• The Indirect Channel: An Instrumental Go-to-Market Aspect for Many UC&C Providers

  Sep 23, 2024  |  Published by: IDC  |  USD 7,500

  The Indirect Channel: An Instrumental Go-to-Market Aspect for Many UC&C Providers The IDC Market Perspective highlights the critical role of go-to-market (GTM) strategies in the success of UC&C vendors, emphasizing the shift toward leveraging indirect channels for scalability and enhanced custom ... Read More

• AWS Marketplace and Build Partner GTM Success

  Sep 18, 2024  |  Published by: IDC  |  USD 7,500

  AWS Marketplace and Build Partner GTM Success This IDC Market Perspective provides insight into the efforts of AWS in enabling build partner go-to-market through AWS Marketplace. Marketplaces have become powerful platforms for build partners to accelerate business growth, streamline sales processes, ... Read More

• The Unfolding of UC&C Solutions for Employee and Customer Engagement

  Sep 13, 2024  |  Published by: IDC  |  USD 7,500

  The Unfolding of UC&C Solutions for Employee and Customer Engagement This IDC Market Perspective discusses the unfolding of unified communications and collaboration (UC&C) solutions for employee and customer engagement. The unified communications and collaboration market has undergone significan ... Read More

• Worldwide Customer Service Applications Software Market Shares, 2023: A Market with Consistent Growth

  Sep 13, 2024  |  Published by: IDC  |  USD 7,500

  Worldwide Customer Service Applications Software Market Shares, 2023: A Market with Consistent Growth This IDC study examines the customer service applications market for 2021–2023. Revenue and market share of the leading vendors are provided for 2023. "The customer service applications market has ... Read More

• EMEA Telco Operations and Monetization Solution Forecast, 2024–2028

  Aug 21, 2024  |  Published by: IDC  |  USD 7,500

  EMEA Telco Operations and Monetization Solution Forecast, 2024–2028 This IDC Market Forecast examines the EMEA telco operations and monetization solutions market. The industry's focus on customer experience and network APIs will serve as continued catalysts for this spending. In EMEA, high levels of ... Read More

• Benetton Group's Journey Toward a Holistic Approach to Customer Experience

  Aug 08, 2024  |  Published by: IDC  |  USD 7,500

  Benetton Group's Journey Toward a Holistic Approach to Customer Experience This IDC Perspective delves into Benetton Group's transformative journey in customer experience, highlighting its shift toward an omni-channel, seamless interaction model for customers and employees through POS technology har ... Read More

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