Australia and New Zealand Customer Relationship Management Applications 2007-2011 Forecast and Analysis

Publication Date	February 2008
Publisher	IDC
Product Type	Report
Pages	26
ISBN Number	not applicable
Product Code	IDC03936

Price

£2,245.00
approximately: $3,348 | €2,674

PDF immediate delivery

Order above formats by FAX

Summary

This IDC study presents the latest market forecast and trend observations for the Australia/New Zealand (ANZ) customer relationship management (CRM) market. The study shows that solid growth is set to continue in the CRM space across ANZ. The competitive landscape in the small and medium-sized business (SMB) space is driving much of this. At the end user and customer level, interest in improving the customer experience and efforts to develop deeper application capability has kept CRM at the front of IT spending intentions across all segments. Software as a service (SaaS) delivery of CRM has also been increasing across ANZ with a significant contingent of SMBs attracted to this model.

"With the midmarket taking a keen interest in all of the low risk promise of SaaS, and with CRM innovation high on the business agenda at the enterprise, the ANZ CRM market has healthy prospects. When paired with highly valued and active channels, and a general climate of enthusiasm for IT investment in most verticals, both vendors and customers should be relishing their opportunities,"says Mark Wheeler, market analyst, Software, IDC ANZ.

Content

IDC Opinion
In This Study
- Methodology
  - Vendor-Level Data Collection
  - IDC Demand-Side Research
  - Market Forecast Methodology
    - The Forecast Process
Situation Overview
Figure: Australia/New Zealand Customer Relationship Management Revenue by Functional Market, 2006
Figure: Australia Customer Relationship Management Revenue by Company Size, 2005 and 2006
Figure: New Zealand Customer Relationship Management Revenue by Company Size, 2005 and 2006
- Trends and Developments
Future Outlook
- Customer Relationship Management Market Drivers
  - Small and Medium-Sized Businesses
  - Software as a Service
  - Customer Service
  - Standardisation/Flexibility
  - Vertical Specialisation
- Customer Relationship Management Market Inhibitors
  - Skills Shortage
  - Channel Relationships
  - Change Management Initiatives
- Forecast and Assumptions
  - Customer Relationship Management Market Forecast, 2007-2011
  - Table: Australia and New Zealand Customer Relationship Management Revenue, 2006-2011 (US$M)
  - Forecast Assumptions
  - Table: Key Forecast Assumptions for the Australia and New Zealand Customer Relationship Management Applications Market, 2007-2011
- Market Context
- Table: Australia and New ZealandCustomer Relationship Management Applications Revenue, 2006-2011: Comparison of April 2007 and October 2007 Forecasts
- Figure: Australia and New Zealand Customer Relationship Management Revenue Forecast, 2006-2011: Comparison of April 2007 and October 2007 Forecasts
Essential Guidance
Learn More
- Related Research
- Synopsis