CRM & Customer Service market research reports by IDC

• European CRM Applications Forecast, 2022-2026

  Jun 27, 2022  |  Published by: IDC  |  USD 4,500

  European CRM Applications Forecast, 2022-2026 This IDC study analyzes and sizes the European CRM applications market for 2021 and provides forecasts for 2022-2026. IDC divides the CRM applications market into the six functional markets — advertising, contact center, customer service, digital commerc ... Read More

• Worldwide Marketing Campaign Management Software Market Shares, 2021: Midmarket Gets Big Money

  Jun 23, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Marketing Campaign Management Software Market Shares, 2021: Midmarket Gets Big Money This IDC study presents an estimation of the worldwide marketing campaign management software market for 2021."The transformational impact of customer experience on marketing infrastructure is far ahead of ... Read More

• Pandora Drives Revenue Growth and CX Improvement Through Digital-Enabled Business Transformation

  Jun 20, 2022  |  Published by: IDC  |  USD 4,500

  Pandora Drives Revenue Growth and CX Improvement Through Digital-Enabled Business Transformation This IDC Perspective provides insights into Pandora's digital-enabled business transformation. Danish jewelry giant Pandora was already embarking on a major technology and business transformation — Progr ... Read More

• Worldwide Customer Relationship Management Applications Software Market Shares, 2021: Salesforce Continues to Lead the Growth Across CRM Applications

  Jun 17, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Relationship Management Applications Software Market Shares, 2021: Salesforce Continues to Lead the Growth Across CRM Applications This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2021, valued at $64 ... Read More

• Infobip — Enabling the Future of Communications

  Jun 15, 2022  |  Published by: IDC  |  USD 3,500

  Infobip — Enabling the Future of Communications This IDC Vendor Profile analyzes Infobip, a company competing in the cloud communications platform services segment. It provides insight into Infobip's communication platform solutions stack, which includes telco, developer, and business use case solut ... Read More

• Utilities Charging the Net-Zero Economy: Highlights from the IDC European Utilities Summit 2022

  Jun 15, 2022  |  Published by: IDC  |  USD 4,500

  Utilities Charging the Net-Zero Economy: Highlights from the IDC European Utilities Summit 2022 This IDC Perspective outlines some of the topics discussed at the 10th IDC European Utilities Executive Summit, hosted in Marbella by IDC Energy Insights, on May 9 and 10, 2022. "With ongoing disruption t ... Read More

• Worldwide Customer Relationship Management Applications Software Forecast, 2022–2026

  Jun 13, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Relationship Management Applications Software Forecast, 2022–2026 This IDC study provides the worldwide customer relationship management applications software forecast for 2022–2026."In-person customer interactions became a secondary channel and digital interactions became the pri ... Read More

• IDC Perspective: Redefining User Experience: Evolving Requirements and the Role of Data in Driving Real-Time Hyper-Personalized Engagement

  Jun 10, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: Redefining User Experience: Evolving Requirements and the Role of Data in Driving Real-Time Hyper-Personalized Engagement This IDC Perspective presents a progressive view for enterprises to reorganize their CX strategy and align it according to the needs in the post pandemic era. Hy ... Read More

• European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs

  Jun 08, 2022  |  Published by: IDC  |  USD 4,500

  European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs This IDC Market Share study examines the CRM applications market for 2019-2021 as well as the revenue and market shares of the leading vendors in 2020. This study includes tables and charts mapping the market s ... Read More

• Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication

  May 27, 2022  |  Published by: IDC  |  USD 4,500

  Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication This IDC Perspective looks at the future of customer experience from a specific lens of technology — that of authentication to help managers focus on removing the friction that impedes customer conv ... Read More

• IDC Perspective: Benchmarks for Contact Center Key Performance Indicators

  May 26, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: Benchmarks for Contact Center Key Performance Indicators This IDC Perspective draws from multiple IDC data sources to shed light on essential contact center key performance indicators (KPIs) and benchmarks."Tracking standard contact center KPIs that align with your business goals is ... Read More

• Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement

  May 23, 2022  |  Published by: IDC  |  USD 4,500

  Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement This IDC Market Perspective analyzes key factors that impact the business value in terms of the return on revenue organizations experience from investing in improving their customer experience (CX). These range ... Read More

• Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition

  May 20, 2022  |  Published by: IDC  |  USD 4,500

  Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition This IDC Market Perspective focuses on reframing the digital-first customer journey. Drawing from the CIO Advisory Board discussion held in April 2022 and moderated by IDC, this IDC ... Read More

• Adobe Leverages its Customer Journey and CDP Plays

  May 19, 2022  |  Published by: IDC  |  USD 1,500

  Adobe Leverages its Customer Journey and CDP Plays This IDC Market Note presents IDC's opinions on Adobe's approach to personalization at scale, presented at its 2022 summit. Adobe presents its Experience Cloud platform as both a modular and an end-to-end suite of tools, featuring Real-Time CDP, Jou ... Read More

• IDC Perspective: Enablement and Engagement Technologies Lead Sales Tech Spend Priority

  May 16, 2022  |  Published by: IDC  |  USD 4,500

  IDC Perspective: Enablement and Engagement Technologies Lead Sales Tech Spend Priority This IDC Market Perspective examines the priorities of sales technology investments for enterprises and identifies opportunities for sales enablement and engagement vendors to continue to provide value."The move t ... Read More

• Customer Experience: The New Driver of Consumer Brand Innovation

  May 02, 2022  |  Published by: IDC  |  USD 4,500

  Customer Experience: The New Driver of Consumer Brand Innovation This IDC Market Perspective examines trends in the consumer products and services market. Leading consumer brands are radically reinventing their business models using digital technologies to capture, analyze, and respond to changes in ... Read More

• 8x8 Industry Analyst Event — March 2022

  Apr 28, 2022  |  Published by: IDC  |  USD 1,500

  8x8 Industry Analyst Event — March 2022 This IDC Market Note examines key points raised in 8x8's two-day analyst event, held online on March 16 and 17, 2022. The event provided a detailed overview of 8x8's contact center improvements and plans regarding its Experience Communication as a Service (XCa ... Read More

• Worldwide Sales Engagement Software Market Shares, 2021: Steady Investment and Acquisition Activity Underscore Continued Demand for Engagement Solutions

  Apr 27, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Sales Engagement Software Market Shares, 2021: Steady Investment and Acquisition Activity Underscore Continued Demand for Engagement Solutions This IDC study contains vendor shares for the sales engagement software market for 2020–2021. It includes commentary on growth of the market and pr ... Read More

• The Future of Distribution

  Apr 20, 2022  |  Published by: IDC  |  USD 4,500

  The Future of Distribution This IDC Market Perspective provides a foundational study of the distributor of the future. The business of technology distribution is undergoing a fundamental transformation in response to digital transformation, evolving demand from end customers, and the transformation ... Read More

• Remote Service Without Losing Customer Engagement and the Human Experience

  Apr 18, 2022  |  Published by: IDC  |  USD 4,500

  Remote Service Without Losing Customer Engagement and the Human Experience This IDC Perspective explores how a shift in the service experience to be more remote can provide different types of value to customers. This document also highlights how digital transformation initiatives can help organizati ... Read More

• Mitel Focuses on Modernizing UC that Goes Beyond UCaaS

  Apr 15, 2022  |  Published by: IDC  |  USD 1,500

  Mitel Focuses on Modernizing UC that Goes Beyond UCaaS This IDC Market Note discusses key highlights of the Mitel analyst event held on March 9, 2022. The event, which marked the vendor's first after a long hiatus, showcased three key presentations followed by a question-and-answer session. The key ... Read More

• Managing the Salesforce Partner Ecosystem in Asia/Pacific

  Apr 08, 2022  |  Published by: IDC  |  USD 1,500

  Managing the Salesforce Partner Ecosystem in Asia/Pacific This IDC Market Note summarizes an interview with Charles Woodall, senior VP of Salesforce's Alliances and Channel Sales in Asia/Pacific, which was held in early 2022. It reviews the regional initiatives that Salesforce is undertaking with it ... Read More

• The Changing Face of Field Marketing

  Apr 06, 2022  |  Published by: IDC  |  USD 4,500

  The Changing Face of Field Marketing The IDC Perspective contributes ideas and recommendations from analysts and senior marketing executives to assist marketing leaders with adapting field marketing to meet the needs of a digital-first buyer and digital sales. Forward-looking guidance on the evoluti ... Read More

• Worldwide Customer Experience Software Forecast, 2022–2026

  Mar 31, 2022  |  Published by: IDC  |  USD 4,500

  Worldwide Customer Experience Software Forecast, 2022–2026 This IDC study forecasts the worldwide revenue for the customer experience software market for the 2022–2026 period."A good customer experience is a table stake in the new digital economy. And that requires a plethora of applications, proces ... Read More

• The Flight to First-Party Data and the Journey to Empathy@Scale, Part 2 — Personalization

  Mar 30, 2022  |  Published by: IDC  |  USD 4,500

  The Flight to First-Party Data and the Journey to Empathy@Scale, Part 2 — Personalization This IDC Perspective provides insights and guidance for brands to improve the efficiency and efficacy of their marketing practices through personalization."Brands are struggling with the challenges of personali ... Read More

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