PUBLISHER: IDC | PRODUCT CODE: 1322480
PUBLISHER: IDC | PRODUCT CODE: 1322480
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, customer service, and call center applications."Our research shows us that while organizations are feeling the strain of the current economic climate, focusing on customers is a sustainable route to profitable growth. In this light, sustained growth in the European CRM marketplace makes sense as companies continue to invest in customers. However, greater levels of scrutiny on all enterprise spending means there is more pressure than ever on vendors to demonstrate that investing in their solutions is the best route to value generation," said Van Valdez, associate research director, European Customer Experience, IDC.
IDC Market Share Figure
Executive Summary
Advice for Technology Suppliers
- Address Issues of the Fragmented Enterprise Tech Stack
- Customer Success Plays a Critical Part in Tech Purchase Decisions
- Anchor Generative AI Capabilities to Key Buyer Issues
Market Share
Who Shaped the Year
- Salesforce
- SAP
- Microsoft
- Oracle
- Adobe
Market Context
- Significant Market Developments
- Tech Stack Fragmentation Impedes Good Customer Experience
- Customer Success and Value Generation Become Essential Considerations
- Generative AI will Reshape Customer (and Employee) Experience
Methodology
Market Definition
- Advertising Applications
- Digital eCommerce
- Sales Force Productivity and Management Applications
- Marketing Campaign Management Applications
- Customer Service Applications
- Contact Center Applications
Related Research
