Abstract
In this study, IDC provides CRM applications market forecast data for Western
Europe. The Western European CRM applications market is segmented and forecast
by functional segment (sales, marketing, customer service, and contact center),
company size, deployment model (SaaS and on-premise), and country. The forecast
is based on preliminary annual data for 2007 and projects the market out to
2012.
"IDC had already raised its forecast for the European CRM applications market
last year. However, preliminary results show that 2007 market growth was still
higher than forecast last year. IDC expects this positive trend to continue,
and has increased its five-year forecast somewhat," said Bo Lykkegaard,
research director, European Enterprise Applications. "The CRM market for large
enterprises is by no means dead; the large enterprise segment accounted for
almost 86% of the CRM applications market in 2007. However, the fastest growing
company size segments in CRM are the 1-99 and 100-499 employee categories. The
relatively high growth in the low-end segment is driven by first-time
implementations of packaged CRM applications by companies that previously used
manual processes supported by productivity tools such as Lotus Notes, Microsoft
Excel, or Microsoft Outlook. IDC believes that the SaaS delivery model has
really picked up speed, and both vendor analysis and end-user surveys confirm
that the market increasingly demands CRM delivered as SaaS."
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