Worldwide Order Management Applications Market Shares, 2021: OMS Vendors Need to Boldly Assert the Role of Fulfillment in Customer Experience Strategy

Worldwide Order Management Applications Market Shares, 2021: OMS Vendors Need to Boldly Assert the Role of Fulfillment in Customer Experience Strategy

This IDC study provides the 2021 worldwide market shares for order management applications. The market grew at a suppressed rate in 2020 and 2021 due to the COVID-19 pandemic. Growth in the order management applications market was driven by the need for omni-channel "buy anywhere, fulfill anywhere" processes to support both B2C and B2B digital commerce."Digital commerce software buyers can't afford to ignore the competitive advantage of a modern OMS. What good is it to invest heavily on marketing and customer acquisition if those same customers are ultimately lost or alienated in the fulfillment stage? Holistic full-journey CX with OMS can inspire long-term loyalty and prevent customers from lapsing," says Heather Hershey, research director of Worldwide Digital Commerce at IDC. "OMS vendors must present the case for why their products need to be incorporated into a broader data-driven strategic CX vision. Money and customer data are left on the table when OMS isn't a priority."

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