Category: CRM
CRM market research reports by IDC
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IDC PlanScape: The Retail CRM Platform
IDC PlanScape: The Retail CRM Platform This IDC PlanScape explores how retail businesses can enhance customer satisfaction, build long-term relationships, and drive sales growth by leveraging CRM platforms."In today's fiercely competitive retail landscape, CRM platforms have emerged as indispensable ... Read More
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Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys
Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys This IDC Perspective focuses on the Philippine power utility, Meralco, and its customer experience transformation journey, which started in 2016, but was jolted by the COVID-19 pandemic. Meralco's ... Read More
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Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements
Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements This IDC Market Note discusses announcements and innovations presented at the Verint Engage 2023 user conference held in Las Vegas in June 2023. Key themes at the event were the use of artifici ... Read More
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Japan CX/CRM Applications Forecast, 2023–2027
Japan CX/CRM Applications Forecast, 2023–2027 This IDC Market Forecast presents the actual revenue for the Japan customer experience (CX) software and customer relationship management (CRM) applications market in 2022 and the forecasts from 2023 to 2027."For the Japan CX software and CRM application ... Read More
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Worldwide Enterprise Infrastructure Workloads Forecast, 2023–2027
Worldwide Enterprise Infrastructure Workloads Forecast, 2023–2027 This IDC study provides an overview of the market size and forecast for global spending on enterprise infrastructure to power enterprise workloads. Suppliers of server and storage systems, cloud service providers that offer infrastru ... Read More
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The Price of Loyalty: Incentives
The Price of Loyalty: Incentives This IDC Perspective looks at incentives including price incentives, metrics, and the cost to do business with loyalty programs. Retail loyalty programs permeate a majority of retailers that have invested in and implemented a loyalty program as a top marketing initia ... Read More
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IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel
IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel This IDC PeerScape examines several best practices for blending personalization into the digital customer experience."Hospitality and travel experiences are shifting to become digital first as guests expect and demand ... Read More
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Salesforce: Empowering Personalized Experiences with Marketing and Commerce GPT
Salesforce: Empowering Personalized Experiences with Marketing and Commerce GPT This IDC Market Note discusses the announcement made in Salesforce's Connections event on June 7‒8, 2023, for marketing and commerce professionals. The company launched its generative AI (GenAI) products: Marketing GPT a ... Read More
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Best Practices in Developing Telco B2B Customer Loyalty in EMEA
Best Practices in Developing Telco B2B Customer Loyalty in EMEA This IDC Perspective discusses EMEA telco B2B loyalty programs and the role they play in the industry's future. It will be increasingly important for EMEA telcos to actively manage B2B loyalty as their customer and partner ecosystems be ... Read More
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How Will GenAI Impact VOC Programs and Applications
How Will GenAI Impact VOC Programs and Applications This IDC Perspective discusses the impact and importance of artificial intelligence (AI) and specifically generative artificial intelligence (GenAI) on voice-of-the-customer programs and vendor applications. Discussed are the trends being seen and ... Read More
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SAP Sapphire Barcelona 2023: Three Takeaways
SAP Sapphire Barcelona 2023: Three Takeaways This IDC Market Perspective summarizes three takeaways from SAP Sapphire Barcelona 2023, held on June 1 and 2, 2023."SAP has simplified its cloud ERP options, revitalized the case for ERP modernization, and infused new goals into its 'Intelligent Enterpri ... Read More
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A Telco Outlook on Generative AI
A Telco Outlook on Generative AI This IDC Market Note reviews the current expected use cases and impact of generative AI in the telecoms sector, reflecting on the past six months of industry discussions and considerations for using generative AI — and AI in general — in the telecoms industry. Please ... Read More
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Aptos Engage and Revionics Insight: Unified Retail
Aptos Engage and Revionics Insight: Unified Retail This IDC Market Note covers the recent Aptos Engage 2023 and Revionics Insight 2023 customer and analyst event held in Las Vegas, Nevada, from May 16 to 19, 2023. Aptos continues to display leadership in omni-channel retail solutions, with Revionics ... Read More
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Worldwide Enterprise Performance Management Applications Market Shares, 2022: Navigating Uncertainty Through Data-Driven Planning, Scenario Evaluation, and Analysis
Worldwide Enterprise Performance Management Applications Market Shares, 2022: Navigating Uncertainty Through Data-Driven Planning, Scenario Evaluation, and Analysis This IDC study discusses the market sizing and vendor shares of the EPM applications market, including vendor revenue for 2020–2022 an ... Read More
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Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience
Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience This IDC Perspective explores the topic of customer trust, which is an outcome of the use of technologies in the Future of Customer Experience framework that deliver real-time contextual awareness for consistent ... Read More
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Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience
Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience This IDC Market Perspective reviews how augmented reality (AR) is being used to benefit service providers and their customers. Leading print market players are squeezing print-related service margi ... Read More
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Unifying the Customer Experience: The Power of Omni-Channel Collaboration
Unifying the Customer Experience: The Power of Omni-Channel Collaboration The ever-evolving customer experience (CX) space has brought in changes in modes of communications. Long gone are the days when customers can connect with the brand through phone calls, SMS, and emails only. Customers want two ... Read More
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Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement
Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement This IDC Market Note discusses Sprinklr's first ever analyst summit, which was held in Dubai, the United Arab Emirates, from April 25 to 28. This one-of-a-kind event included a curated list of about ... Read More
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Worldwide Sales Acceleration Software Market Shares, 2022: Growth Spurred by Demands for Efficiency and Productivity
Worldwide Sales Acceleration Software Market Shares, 2022: Growth Spurred by Demands for Efficiency and Productivity This IDC study contains vendor shares for the sales acceleration software market for 2021 and 2022. It includes commentary on growth of the market and emerging trends and provides act ... Read More
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Worldwide Sales Readiness Software Forecast, 2023–2027: The Need for Efficient Sales Training and Enablement Continues to Drive Market Growth
Worldwide Sales Readiness Software Forecast, 2023–2027: The Need for Efficient Sales Training and Enablement Continues to Drive Market Growth This IDC study provides the worldwide forecast for the sales readiness software market"There is a substantial amount of functional overlap between the solutio ... Read More
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Worldwide Sales Acceleration Software Forecast, 2023–2027
Worldwide Sales Acceleration Software Forecast, 2023–2027 This IDC study provides a sizing of the sales acceleration software market in 2022 and a 2023–2027 forecast for this market. Historical and forecast revenue data is shown for the total worldwide market and by geographic region broken out by d ... Read More
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Worldwide Marketing Campaign Management Software Forecast, 2023–2027
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
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Web Accessibility: Preparing for Compliance in 2025 Brings an Intersection of DEI and Customer Experience
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
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Worldwide Sales Readiness Software Market Shares, 2022: Organizations Prioritize Sales Preparedness
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
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The Effects of an "Inverted Perspective" Approach on Retail Customer Experience
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
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