IDC AppStats Survey: CRM and Customer Service/ Contact Center Technology Implementations and Future Requirements of U.S. Organizations by Company Size Segment

IDC AppStats Survey: CRM and Customer Service/ Contact Center Technology Implementations and Future Requirements of U.S. Organizations by Company Size Segment published by IDC in December, 2009. This report consists of Pages: 37 and the price starts from US $ 4500.

Introduction

Abstract

This IDC study focuses on the current use and buying intentions of enterprise CRM software and multichannel customer service solutions across four company size segments, from small to very large, in the United States and is based on our AppStats Survey conducted in August 2009.

"CRM solutions that help align business processes more directly with organizational objectives and greatly contribute to improving on corporate goals are favored by both line-of-business and IT buyers across all company size segments," reports Mary Wardley, VP, CRM Application Research.

Table of Contents

• IDC Opinion
• In This Study
• Methodology
• Situation Overview
• Survey Respondents' Profiles
• Future Outlook
• Drivers for Future Enterprise CRM Software Applications Investments
• U.S. Organizations' Approach to Enterprise Applications Solutions by Company Size
• Customer Service/Contact Center Implementations at U.S. Organizations — Use and Purchase of Various Technologies by Company Size
• Investment Levels for Various Customer Service/Contact Center Technologies by U.S. Companies in the Next 12 Months
• CRM Initiative Priorities in Today' s Challenging Economic Times
• Essential Guidance
• Actions to Consider
• Learn More
• Related Research
• Methodology
• Synopsis
• Table: Respondents by Company Size, 2009
• Table: Respondents by Industry, 2009
• Table: Respondents by Decision-Making Role in Enterprise Software Selections and Company Size (% of Respondents)
• Figure: Top 3 Line-of-Business Drivers for Future Enterprise Software Applications Investments by Company Size, 2009
• Figure: Top 3 IT Drivers for Future Enterprise Software Application Investments by Company Size, 2009
• Figure: Buy Versus Build Solution Preference by Company Size, 2009
• Figure: Current and Future Use of Telephone by Company Size, 2009
• Figure: Current and Future Use of Computer Telephony Integration by Company Size, 2009
• Figure: Current and Future Use of Automated Call Distribution by Company Size, 2009
• Figure: Current and Future Use of Interactive Voice Response by Company Size, 2009
• Figure: Current and Future Use of Automated Voice Application on Top of IVR by Company Size, 2009
• Figure: Current and Future Use of Web Site by Company Size, 2009
• Figure: Current and Future Use of Frequently Asked Questions on Web Site by Company Size, 2009
• Figure: Current and Future Use of Searchable Knowledge Base by Company Size, 2009
• Figure: Current and Future Use of Web Chat by Company Size, 2009
• Figure: Current and Future Use of Email by Company Size, 2009
• Figure: Current and Future Use of Automatic Email Response by Company Size, 2009
• Figure: Current and Future Use of Call-Me-Back Feature by Company Size, 2009
• Figure: Current and Future Use of Voice over IP by Company Size, 2009
• Figure: Current and Future Use of Web Conferencing by Company Size, 2009
• Figure: Current and Future Use of Instant Messaging Between Agents by Company Size, 2009
• Figure: Current and Future Use of Analytics by Company Size, 2009
• Figure: Current and Future Use of Social Media Integration by Company Size, 2009
• Figure: Current and Future Use of Quality Monitoring by Company Size, 2009
• Figure: Current and Future Use of Video Between Agent and Customer by Company Size, 2009
• Figure: Customer Service/Contact Center Capabilities to Be Upgraded in the Next Year by Company Size, 2009
• Figure: CRM Initiative Priorities by Company Size, 2009: Outbound Marketing to Attract Customers
• Figure: CRM Initiative Priorities by Company Size, 2009: Lead Management to Convert Prospects
• Figure: CRM Initiative Priorities by Company Size, 2009: Upsell or Cross-Sell Existing Customers
• Figure: CRM Initiative Priorities by Company Size, 2009: Better Service to Retain Customers

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