Category: CRM
CRM market research reports by IDC
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The Moments That Matter: Use Customer Data to Drive the Right Customer Experience and Increase Revenue and Market Share
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
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e& enterprise's Analyst Day, 2023: On the Journey from Telco to Techco
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
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Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation?
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
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Asia/Pacific CRM Application Market Shares, 1H22: Salesforce Dominates While Shopify Climbs
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
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Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank
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
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"Voice of the Customer" Programs: Where Are They Today? More Importantly, Where Are They Going?
"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
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Exploring the Versatility of CPaaS: Use Cases Across Vertical Industries
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
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Customer Data Platforms: Foundation for the Future of Customer Experience
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
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Salesforce Vendor Profile: Addressing Holistic Human Services Through Composable Case Management
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
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Driving Healthcare Consumer Experience and Engagement Through Technology
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
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Pricing Excellence Buyer Case Study: Promotional Product Wholesaler Improves Company Profit, Efficiency, and Customer Experience with Zilliant
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
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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
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
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GoTo Democratizes Digital Channel by Bringing the Capabilities to SMBs
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
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Significant Recent Announcements in the Voice of the Customer Market
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
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AI and the Future of Consumer-Generated Content
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
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Turning Data into Social Value for Sustainable and Responsible Retail
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
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The Field Service Experience Boosts the Next Sale
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
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Enterprise Perceptions of the Importance of Software Vendor Customer Success Services
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
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End-User Perceptions of the Value Delivery of Software Vendor Customer Success Services
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
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Unicorn Digital-Native Businesses' Journey and Best Practices in Asia/Pacific
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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What We Learned About Retail Experiential Operations at the 2023 NRF Big Show
What We Learned About Retail Experiential Operations at the 2023 NRF Big Show This IDC Perspective discusses how, despite an anticipated recession and continued disruption from global events, retailers and vendors came to the 2023 NRF Big Show ready to celebrate the ways that technology has transfor ... Read More
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Market Perspective: Healthtech DNBs in India and Opportunities for IT Providers
Market Perspective: Healthtech DNBs in India and Opportunities for IT Providers The COVID-19 pandemic accelerated the development of healthtech by opening new opportunities and scope for growth. This report presents current opportunities for healthtech digital-native businesses (DNBs) and opportunit ... Read More
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Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed
Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed This IDC Market Perspective offers a perspective on customer experience challenges enterprises face with their CX improvement efforts. The analysis is based on data from IDC's Fut ... Read More
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Intelligent Retail Decision Making at NRF 2023
Intelligent Retail Decision Making at NRF 2023 This IDC Perspective covers the direction of intelligent retail at NRF 2023: Retail's Big Show has been a staple fixture in the retail market every year. In the past few years, artificial intelligence (AI) has become a noticeable feature at the show. Th ... Read More
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Highlights from NRF 2023: Retail's Big Show
Highlights from NRF 2023: Retail's Big Show This IDC Perspective reviews key trends and technology innovations that were highlighted at NRF 2023: Retail's Big Show — held January 15–17, 2023, in New York City, which attracted over 35,000 attendees across the industry, double the number seen last yea ... Read More
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