Category: CRM
CRM market research reports by IDC
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Age of Copilots Begins in Financial Services: VeriPark Perspective
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
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Connect the Enterprise to Orchestrate End-to-End Customer-Centric Journeys
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
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IDC Planscape: Quantum-Safe Cryptography for Government
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
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A Focus on Hyper-Personalization in Voice of the Customer Programs
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
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Worldwide Customer Relationship Management Applications Software Forecast, 2024–2028: AI-Driven Data Strategies Fueling Market Growth
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
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Worldwide Website Software Market Shares, 2023: Accelerated Market Growth Unlocks Vendor Opportunities
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
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Worldwide Customer Relationship Management Applications Software Market Shares, 2023: Thriving Amid Accelerated Disruption
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
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IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions
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
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INBOUND 2024: HubSpot’s Vision to Make Customer Management Easy, Fast, and Unified
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
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IDC PeerScape: Retail Practices for Implementing Loyalty Applications
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
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Worldwide Order Management and Orchestration Applications Forecast, 2024–2028: Slow Growth for Specialists in the Era of Platform Consolidation
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
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Worldwide Digital Commerce Applications Market Shares, 2023: The Year Omni-Channel Commerce Came Roaring Back
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
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The Indirect Channel: An Instrumental Go-to-Market Aspect for Many UC&C Providers
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
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AWS Marketplace and Build Partner GTM Success
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
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The Unfolding of UC&C Solutions for Employee and Customer Engagement
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
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EMEA Telco Operations and Monetization Solution Forecast, 2024–2028
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
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Benetton Group's Journey Toward a Holistic Approach to Customer Experience
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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Impact of AI on Infrastructure with Managed Services
Impact of AI on Infrastructure with Managed Services This IDC Market Perspective provides insight into buyer expectations of the value of AI when used with managed services for infrastructure technologies (e.g., compute, storage, network, endpoint) along with critical challenges. This document also ... Read More
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Improving Experiential Value and Empathetic Customer Outcomes Through an Experience-Orchestrated Business
Improving Experiential Value and Empathetic Customer Outcomes Through an Experience-Orchestrated Business This IDC Perspective discusses how the experience-orchestrated (X-O) business framework can enable organizations to deliver value-based experiential outcomes for customers. Organizations are inc ... Read More
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NICE Takes CX to a New Level with Hyper-Personalization
NICE Takes CX to a New Level with Hyper-Personalization This IDC Market Note highlights key announcements made during NICE Interactions International, its major European CX event, in London on June 25, 2024, at the Fireworks Factory. Interactions International 2024 showcased NICE's advancements in A ... Read More
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Worldwide and U.S. Customer Experience Services Forecast, 2024–2028
Worldwide and U.S. Customer Experience Services Forecast, 2024–2028 This IDC study provides an analysis of the worldwide customer experience (CX) services market for the 2024–2028 forecast period."Great marketing, sales, and design services are more important than ever to enterprises and public bodi ... Read More
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CRM for Industrial Manufacturing
CRM for Industrial Manufacturing This IDC Market Perspective outlines key trends in the adoption of customer relationship management (CRM) applications in the manufacturing industry. It highlights the benefits of CRM and provides insights for technology providers on how to enable manufacturers in su ... Read More
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Worldwide Sales Force Productivity and Performance Software Market Shares, 2023: Demand for Seller Adeptness and Efficiency Drives Growth in 2023
Worldwide Sales Force Productivity and Performance Software Market Shares, 2023: Demand for Seller Adeptness and Efficiency Drives Growth in 2023 This IDC study examines the worldwide sales force productivity and performance software market for the 2023 calendar year. IDC defines sales force product ... Read More
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Japan CX Software/CRM Applications Forecast, 2024–2028
Japan CX Software/CRM Applications Forecast, 2024–2028 This IDC Market Forecast provides 2023 actual results (based on sales revenue) for the domestic customer experience (CX)-related software/cybersecurity risk management (CRM) application market and market forecasts from 2024 to 2028.Saki Ota, sen ... Read More
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AI and Generative AI in VOC Programs
AI and Generative AI in VOC Programs This IDC Perspective explores the integration of AI and generative AI in voice of the customer (VOC) and customer experience (CX) programs, highlighting their evolution from traditional feedback mechanisms to advanced, real-time analytics across all customer enga ... Read More
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