Canadian CRM Solution Services Demand-Side Analysis, 2008

Publication Date	April 2009
Publisher	IDC
Product Type	Report
Pages	31
ISBN Number	not applicable
Product Code	IDC07430

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Summary

This IDC study answers the following questions:

How fast has CRM adoption grown in Canada?
Which CRM software vendors have the highest install base ? and which have the highest mindshare among active buyers of CRM solutions over the next 12 months?
What are the drivers and inhibitors for CRM adoption in Canada?
How much do IT decision makers expect to spend on CRM over the next 12 months?
What are the preferred CRM contract, channel and support models for Canadian IT decision makers. What do they think of software as a service (SaaS)?
Which services firms have the highest awareness and mindshare in the CRM solutions market?

Canada's CRM solution services market continues to grow. "CRM solution vendors need to understand the mindset of buyers in today's economy," says Nigel Wallis, research manager, application services. "As the CRM solution market matures, it will be increasingly important to understand how to navigate the preferred contract vehicles, channel relationships and support models to sell CRM at the appropriate price points in an increasingly challenging market."

Content

IDC Opinion
In This Study
Situation Overview
- Survey Findings
  - Overall Canadian CRM Adoption Rates
  - Figure: Adoption Rate of CRM in Canada, 2008
  - Figure: Adoption Rate of CRM in Canada by Segment, 2008
  - CRM Adoption Has Grown Over Time
  - Figure: Longitudinal CRM Adoption, 2003-2008
  - Figure: Longitudinal CRM Adoption by Size, 2003-2008
  - Segmenting ERP Adoption Rates by Industry
  - Figure: Adoption Rate of CRM in Canada by Vertical, 2008
  - CRM Adoption Rates Vary Little by Size
  - Figure: Adoption Rate of CRM in Canada by Size, 2008
  - Reasons for Not Adopting CRM Shows Some Variation
  - Figure: Main Reason for Not Implementing CRM in Canada by Size, 2008
  - Spending on CRM over the Next 12 Months
  - Figure: Spending on CRM Solutions over the Next 12 Months
  - Market Share by Vendor: Sales, Marketing, Customer Service, and Contact Center
  - Figure: Current CRM Software Used by Function, 2008
- How Firms Decide on Their CRM Investments
  - Drivers for Investment in CRM
  - Figure: Drivers for Investing in CRM
  - Figure: Drivers for New Investments in CRM
  - Selection Criterion
  - Figure: Most Important Selection Criterion: External IT Provider to Implement CRM Solution
  - Figure: Criteria for Selecting CRM Services Vendor by Industry
Future Outlook
- Investment Intentions: Sales, Marketing, Customer Service, and Contact Center
- Figure: CRM Investment Intentions, 2008
Essential Guidance
- Actions to Consider
- Figure: Preferred Contractual Relationship for CRM Acquisition
  - What's the Point? CIOs
  - What's the Point? Vendors
  - Figure: Anticipated Benefits by Preferred Acquisition Channel
  - Who Controls the Channel?
  - Figure: Preferred Channel for Acquiring CRM
    - Understanding the Dynamics of CRM Support and Maintenance
    - CIOs and IT VPs Need to Consider
    - Figure: Preferred Support and Maintenance for Software
    - Figure: Internal IT Workload Attributed to Supporting CRM
  - What Services Do CRM Clients Need?
  - Figure: Types of CRM Services Purchased
  - Figure: Types of CRM Services Sold at Each Point in the Adoption Cycle
  - CRM Vendors Can Target the Install Base
  - Figure: Time Remaining on Software Maintenance Contract for CRM
  - Opportunity for Services Firms to Promote Their CRM Brand
  - Figure: CRM Consulting Services by Vendor
  - Figure: CRM Integration Services by Vendor
  - Figure: CRM Outsourcing Services by Vendor
Learn More
- Related Research
- Methodology
- Definitions
  - Services Taxonomy
    - Customer Relationship Management Services
  - Software Taxonomy
    - Customer Relationship Management Applications
      - Sales
      - Marketing
      - Customer Service
      - Contact Center
- Synopsis