Worldwide Customer Relationship Management Applications Software Market Shares, 2020: The Traditional Players Continue to Dominate

Worldwide Customer Relationship Management Applications Software Market Shares, 2020: The Traditional Players Continue to Dominate

  • July 2021 •
  • 10 pages •
  • Report ID: 6126569 •
  • Format: PDF
This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2020 valued at $66.83 billion."In responding to the COVID-19 pandemic in 2020, many companies came face to face with the realization that their digital transformation when it comes to customer experience wasn't as far along as they thought it was, customers expect an experience that is both empathetic and contextual if they are to remain customers, and it takes deep integrated technology to be able to provide that type of experience," said Alan Webber, program vice president, Customer Experience Management Strategies at IDC. "Providing an empathetic and contextual experience at scale in a world that was unexpectedly accelerated to nearly all digital will require data about the customer and the company, technology to integrate the data through business processes, and leadership to realize just how much the world of customer experience and the customer has changed."