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Market Research Report

Western Europe CRM Applications Forecast, 2018-2022

Published by IDC Product code 367328
Published Content info 20 Pages
Delivery time: 1-2 business days
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Western Europe CRM Applications Forecast, 2018-2022
Published: November 13, 2018 Content info: 20 Pages

This IDC Market Forecast analyzes the Western European CRM applications market for 2015 to 2017 and includes a forecast for 2018 to 2022. IDC segments the CRM applications market by functional segment (contact center, customer service, sales, and marketing), deployment model (SaaS and on-premise), and country (16 Western European countries). "The CRM applications market continues to be highly buoyant, offering excellent revenue and profit opportunities for vendors. The only real exception to this rule is the relatively stagnant contact center market, whose vendors must transition fast into customer services applications, which offer the highest-growth CRM market opportunity," said Gerry Brown, research director, IDC European Software Group. "Enterprise vendors must position themselves in the 'hot' customer experience (CX) marketplace, offering an integrated platform that delivers customer acquisition, retention, and loyalty across three key functional markets (marketing, sales, and customer service) to maximize their total addressable market (TAM) opportunities. Smaller vendors must adopt a niche market approach with in-depth product/market specialisms to differentiate their offers from the ever-expanding product portfolios of larger vendors."

Table of Contents
Product Code: EMEA43325718

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Adoption of SaaS-Based CRM Software Becomes the Norm
      • Integrated CX Product Platforms That Include CRM Components are Preferred to Standalone CRM Products
      • CRM Becomes Increasingly Usable and Affordable for Small and Mid-Market Companies
      • AI Integrated into CRM Significantly Enhances CRM Functionality
    • Inhibitors
      • Data Privacy, Compliance, and Security
  • Significant Market Developments
    • Persuasive Content Management Becomes an Integral Component Across CRM Applications
    • Secure, External-Facing Open APIs are Required
    • Opti-Channel Systems Emerge
    • AI and Machine Learning Will Become Ubiquitous
  • Changes from Prior Forecast

Market Definition


  • Forecast Information Sources
  • Forecasting Process
  • Company-Level Data Collection
  • Exchange Rates

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