CRM market research reports by IDC

• Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach

  Aug 17, 2023  |  Published by: IDC  |  USD 7,500

  Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach This IDC study provides an analysis of the market share based on vendor revenue performance in the Japan customer relationship management (CRM) applications market in 2022. IDC categorized the Japan CRM applica ... Read More

• The Collections Function of the Future — A Customer-Centric Approach

  Aug 09, 2023  |  Published by: IDC  |  USD 7,500

  The Collections Function of the Future — A Customer-Centric Approach This IDC Perspective examines the need for lenders to adapt to a new environment with customer-centric models that are compliant and achieve high overdue-payment recovery rates."With regulations on collections evolving and impactin ... Read More

• CCaaS and CPaaS: Coexistence and Convergence

  Aug 03, 2023  |  Published by: IDC  |  USD 7,500

  CCaaS and CPaaS: Coexistence and Convergence This IDC Perspective highlights the ongoing transformation of customer engagement, given the convergence of contact center-as-a-service (CCaaS) and communications platform-as-a-service (CPaaS) stacks, toward driving customer experience. "As the contact ce ... Read More

• European CRM Application Market Shares, 2022: A Buoyant CRM Market as CX Remains the Top Enterprise Priority

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

  European CRM Application Market Shares, 2022: A Buoyant CRM Market as CX Remains the Top Enterprise Priority This IDC Market Share analyzes the CRM software market for 2020 to 2022, breaking down the revenue and market shares of leading vendors in sales, marketing, advertising, digital commerce, cus ... Read More

• IDC PlanScape: Revenue Operations and Intelligence for Predictable Revenue Growth and a Seamless Customer Experience

  Jul 28, 2023  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: Revenue Operations and Intelligence for Predictable Revenue Growth and a Seamless Customer Experience This IDC PlanScape provides a framework for how organizations can embrace revenue operations and intelligence to increase cross-departmental collaboration, drive predictable revenue, ... Read More

• IDC PlanScape: Digital Resilience for Insurance Organizations

  Jul 28, 2023  |  Published by: IDC  |  USD 7,500

  IDC PlanScape: Digital Resilience for Insurance Organizations This IDC PlanScape presents insurance organizations with a practical framework to achieve resilient enterprisewide operations. It provides comprehensive guidelines, phases, themes, and activities for business and technology leaders to enh ... Read More

• Significant Vendor Announcements in VOC

  Jul 24, 2023  |  Published by: IDC  |  USD 2,500

  Significant Vendor Announcements in VOC This IDC Market Note reviews announcements made recently in the voice of the customer (VOC) applications market. "VOC vendors continue to push for differentiation with ease of use of AI in their offerings," says Lou Reinemann, research director, Voice of the C ... Read More

• IDC PlanScape: The Retail CRM Platform

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

  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

• Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys

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

  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

• Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements

  Jul 19, 2023  |  Published by: IDC  |  USD 2,500

  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

• Japan CX/CRM Applications Forecast, 2023–2027

  Jul 06, 2023  |  Published by: IDC  |  USD 7,500

  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

• Worldwide Enterprise Infrastructure Workloads Forecast, 2023–2027

  Jun 30, 2023  |  Published by: IDC  |  USD 8,000

  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

• The Price of Loyalty: Incentives

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

  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

• IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel

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

  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

• Salesforce: Empowering Personalized Experiences with Marketing and Commerce GPT

  Jun 30, 2023  |  Published by: IDC  |  USD 2,500

  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

• Best Practices in Developing Telco B2B Customer Loyalty in EMEA

  Jun 28, 2023  |  Published by: IDC  |  USD 7,500

  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

• How Will GenAI Impact VOC Programs and Applications

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

  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

• SAP Sapphire Barcelona 2023: Three Takeaways

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

  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

• A Telco Outlook on Generative AI

  Jun 26, 2023  |  Published by: IDC  |  USD 2,500

  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

• Aptos Engage and Revionics Insight: Unified Retail

  Jun 20, 2023  |  Published by: IDC  |  USD 2,500

  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

• Worldwide Enterprise Performance Management Applications Market Shares, 2022: Navigating Uncertainty Through Data-Driven Planning, Scenario Evaluation, and Analysis

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

  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

• Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience

  Jun 13, 2023  |  Published by: IDC  |  USD 7,500

  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

• Augmented Reality Applications for Cost-Effective Service Delivery and Value-Added Customer Experience

  Jun 08, 2023  |  Published by: IDC  |  USD 7,500

  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

• Unifying the Customer Experience: The Power of Omni-Channel Collaboration

  Jun 07, 2023  |  Published by: IDC  |  USD 2,500

  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

• Sprinklr: Breaking Out of the Mold of a Social Suite to Orchestrate Whole Journey Customer Engagement

  Jun 01, 2023  |  Published by: IDC  |  USD 2,500

  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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