CRM & Customer Service market research reports by IDC

• Worldwide Marketing Campaign Management Software Forecast, 2023–2027

  May 31, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Marketing Campaign Management Software Forecast, 2023–2027 This IDC study presents a five-year forecast for the worldwide marketing campaign management software market."Chat-based AI changes everything," said Gerry Murray, research director of IDC's Marketing Automation Technology research ... Read More

• Web Accessibility: Preparing for Compliance in 2025 Brings an Intersection of DEI and Customer Experience

  May 30, 2023  |  Published by: IDC  |  USD 7,500

  Web Accessibility: Preparing for Compliance in 2025 Brings an Intersection of DEI and Customer Experience This IDC Perspective looks at the level of digital accessibility needed today to address regional regulations for people with disabilities or other impairments affecting equal access, navigation ... Read More

• Worldwide Sales Readiness Software Market Shares, 2022: Organizations Prioritize Sales Preparedness

  May 26, 2023  |  Published by: IDC  |  USD 7,500

  Worldwide Sales Readiness Software Market Shares, 2022: Organizations Prioritize Sales Preparedness This IDC study contains vendor shares for the sales readiness software market for 2021–2022. It includes commentary on the growth of the market and emerging trends and provides actionable advice for t ... Read More

• The Effects of an "Inverted Perspective" Approach on Retail Customer Experience

  May 20, 2023  |  Published by: IDC  |  USD 7,500

  The Effects of an "Inverted Perspective" Approach on Retail Customer Experience This IDC Perspective explores how alternative approaches to retail value chain management and process organization can positively affect customer experience, referencing key use cases and indicating how an appropriate ba ... Read More

• The Moments That Matter: Use Customer Data to Drive the Right Customer Experience and Increase Revenue and Market Share

  May 15, 2023  |  Published by: IDC  |  USD 7,500

  The Moments That Matter: Use Customer Data to Drive the Right Customer Experience and Increase Revenue and Market Share This IDC Perspective breaks down a few critical customer interactions into the moments that matter, bringing straightforward advice on how to relook at what matters in the digital ... Read More

• e& enterprise's Analyst Day, 2023: On the Journey from Telco to Techco

  May 03, 2023  |  Published by: IDC  |  USD 2,500

  e& enterprise's Analyst Day, 2023: On the Journey from Telco to Techco This IDC Market Note provides IDC's key opinions and impressions of e& enterprise's Analyst Day held exclusively for IDC on March 20, 2023."For over a decade, we have witnessed the efforts of telecom operators around the glob ... Read More

• Driving Better Customer Service Outcomes with the Application of Technology in Logistics in Asia/Pacific

  Apr 27, 2023  |  Published by: IDC  |  USD 7,500

  Driving Better Customer Service Outcomes with the Application of Technology in Logistics in Asia/Pacific In this IDC Perspective, the requirement for supply chain participants to face an increasing need to cater to diverse consumer needs while ensuring efficient and cost-effective supply chain opera ... Read More

• Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation?

  Apr 19, 2023  |  Published by: IDC  |  USD 7,500

  Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation? This IDC Market Perspective covers the factors that will most impact future CX transformation with the shift to digital business models, where enterprises are seeking help and, crucially, who ... Read More

• Asia/Pacific CRM Application Market Shares, 1H22: Salesforce Dominates While Shopify Climbs

  Mar 31, 2023  |  Published by: IDC  |  USD 7,500

  Asia/Pacific CRM Application Market Shares, 1H22: Salesforce Dominates While Shopify Climbs This IDC study examines the CRM applications software market for 1H21—1H22. The revenue and market share of the leading vendors are provided for the first half of 2022 (January—June 2022). "Moving into the er ... Read More

• Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank

  Mar 31, 2023  |  Published by: IDC  |  USD 7,500

  Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank This IDC Perspective examines how Federal Bank, one of the leading midsize private banks in India, embarked on a customer experience (CX) transformation journey and how Infosys, a global IT and outsourcin ... Read More

• "Voice of the Customer" Programs: Where Are They Today? More Importantly, Where Are They Going?

  Mar 31, 2023  |  Published by: IDC  |  USD 7,500

  "Voice of the Customer" Programs: Where Are They Today? More Importantly, Where Are They Going? This IDC Perspective discusses the evolution of voice of the customer as a corporate program to listen, analyze, and act on customer feedback and sentiment as it is used to improve products, services, and ... Read More

• Exploring the Versatility of CPaaS: Use Cases Across Vertical Industries

  Mar 29, 2023  |  Published by: IDC  |  USD 7,500

  Exploring the Versatility of CPaaS: Use Cases Across Vertical Industries Communications platform as a service (CPaaS) market continues to evolve and is set to go from strength to strength in 2023 and beyond. With constantly evolving demands of the enterprise and consumers, it is important for CPaaS ... Read More

• Customer Data Platforms: Foundation for the Future of Customer Experience

  Mar 29, 2023  |  Published by: IDC  |  USD 7,500

  Customer Data Platforms: Foundation for the Future of Customer Experience This IDC Perspective analyzes the primary role of customer data platforms (CDPs) in delivering better customer-centered outcomes. The analysis is based on IDC's Future Enterprise Resiliency and Spending (FERS) Survey and other ... Read More

• Salesforce Vendor Profile: Addressing Holistic Human Services Through Composable Case Management

  Mar 29, 2023  |  Published by: IDC  |  USD 7,500

  Salesforce Vendor Profile: Addressing Holistic Human Services Through Composable Case Management This IDC Vendor Profile provides an overview of how Salesforce is delivering a 360-degree view of constituents through secure, open data sharing across multiple sources. And by embedding real-time decisi ... Read More

• Driving Healthcare Consumer Experience and Engagement Through Technology

  Mar 29, 2023  |  Published by: IDC  |  USD 7,500

  Driving Healthcare Consumer Experience and Engagement Through Technology This IDC Perspective examines the next frontier in customer experience: the precarious balancing act of technology-augmented workflows and supported journeys paired with empathy at scale that sustains the humanization of health ... Read More

• Pricing Excellence Buyer Case Study: Promotional Product Wholesaler Improves Company Profit, Efficiency, and Customer Experience with Zilliant

  Mar 27, 2023  |  Published by: IDC  |  USD 7,500

  Pricing Excellence Buyer Case Study: Promotional Product Wholesaler Improves Company Profit, Efficiency, and Customer Experience with Zilliant This IDC Perspective presents a case study that unveils the experience that promotional products wholesaler, PromoProducts, had with transforming the way it ... Read More

• Avaya Keeps Its Eye on the Prize and Views the Restructuring Support Agreement and Expedited Chapter 11 Process as Critical Steps in Its Software and Support Solutions Future

  Mar 27, 2023  |  Published by: IDC  |  USD 2,500

  Avaya Keeps Its Eye on the Prize and Views the Restructuring Support Agreement and Expedited Chapter 11 Process as Critical Steps in Its Software and Support Solutions Future This IDC Market Note provides a summary and analysis of Avaya's February 14, 2023, announcement that it had entered into a Re ... Read More

• GoTo Democratizes Digital Channel by Bringing the Capabilities to SMBs

  Mar 23, 2023  |  Published by: IDC  |  USD 2,500

  GoTo Democratizes Digital Channel by Bringing the Capabilities to SMBs This IDC Market Note highlights the features of GoTo's Customer Engagement offering and how it meets the unique needs of SMBs. This document also explores how the offering fits in with GoTo's product portfolio as well as how it s ... Read More

• Significant Recent Announcements in the Voice of the Customer Market

  Mar 23, 2023  |  Published by: IDC  |  USD 2,500

  Significant Recent Announcements in the Voice of the Customer Market This IDC Market Note reviews announcements made recently in the voice of the customer (VoC) applications market. "VoC vendors are pushing for differentiation with the depth of artificial intelligence (AI), machine learning (ML), an ... Read More

• AI and the Future of Consumer-Generated Content

  Mar 21, 2023  |  Published by: IDC  |  USD 7,500

  AI and the Future of Consumer-Generated Content This IDC Market Perspective looks at the ways in which AI might impact the consumer content creation process."So much attention is now being placed on how AI will impact the consumer content creation process but for many creators, AI will augment rathe ... Read More

• Turning Data into Social Value for Sustainable and Responsible Retail

  Mar 15, 2023  |  Published by: IDC  |  USD 7,500

  Turning Data into Social Value for Sustainable and Responsible Retail This IDC Perspective highlights the importance of sustainability and social responsibility for retailers and the role of data in achieving environmental, social, and governance (ESG) goals. It shows that digital transformation and ... Read More

• The Field Service Experience Boosts the Next Sale

  Mar 15, 2023  |  Published by: IDC  |  USD 7,500

  The Field Service Experience Boosts the Next Sale This IDC Market Perspective explores the opportunity between the aftermarket service operation and the sales organization to enhance revenue and personalized customer outcomes. "Today's digital-first B2B buyer expects a buying journey that is holisti ... Read More

• Enterprise Perceptions of the Importance of Software Vendor Customer Success Services

  Mar 14, 2023  |  Published by: IDC  |  USD 7,500

  Enterprise Perceptions of the Importance of Software Vendor Customer Success Services This IDC Perspective discusses the importance of customer success services in enterprise decision making in enterprise software."Increasing market maturity and product commoditization, combined with the challenging ... Read More

• End-User Perceptions of the Value Delivery of Software Vendor Customer Success Services

  Mar 14, 2023  |  Published by: IDC  |  USD 7,500

  End-User Perceptions of the Value Delivery of Software Vendor Customer Success Services This IDC Perspective discusses enterprise perceptions of the value of software applications vendor customer success services. End users appreciate vendors' customer success services, but there are various quality ... Read More

• Unicorn Digital-Native Businesses' Journey and Best Practices in Asia/Pacific

  Mar 14, 2023  |  Published by: IDC  |  USD 7,500

  Unicorn Digital-Native Businesses' Journey and Best Practices in Asia/Pacific This IDC Perspective presents a high-level view into the unicorn journey of digital-native businesses (DNBs) in Asia/Pacific. The unicorn status is revered within the DNB ecosystem, but the journey to achieve this standing ... Read More

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