1. Market Research
  2. > ICT
  3. > Software
  4. > Enterprise Software Market Trends
Europe CRM Applications 2021-2025 Forecast

Europe CRM Applications 2021-2025 Forecast

  • August 2021
  • 23 pages
  • ID: 6127552
  • Format: PDF
  • IDC

Summary

Table of Contents

The COVID-19 pandemic dampened demand for customer relationship management (CRM) software in Europe in 2020. But our original forecast of 7.6% year-on-year growth for Western Europe (WE) was too pessimistic: The Western European CRM market expanded by 9.5% year on year in 2020. The Central and Eastern European market expanded by 11.8%. The total European market grew by 9.6%.Throughout 2020, suppliers added and expanded functions, refined value propositions, and developed aggressive sales strategies to increasingly target vertical markets. Suppliers responded rapidly to the surge in digital working, sales, and marketing. B2C and B2B clients added AI and automation tools and adapted existing solutions to the new dynamic. Non-cloud customers were spurred to migrate to cloud-based solutions. As the market matures, IDC believes these trends will continue. The net impact will be steady expansion, reflected in a five-year compound annual growth rate (CAGR) of 10.3%.A few insights: Cloud is devouring the CRM market. The software market for customer experience (CX) management in Europe could be fairly characterized as a cloud-based arena. IDC forecasts it will jump from just under 71% of revenues in 2020 to 87.0% in 2025. This stands in contrast to other software areas, where on-premises (or other non-cloud deployments) still account for major chunks of investment. IDC expects cloud-based enterprise resource planning (ERP) deployments, for example, to account for half of European revenue for the first time in 2022. For AI platforms, it will take until 2023. For analytics and business intelligence software, it will be 2024. And for data management and business intelligence software, it will be sometime after 2025. The current push to integrate CRM with back-office, analytics, data management, and other applications means hybrid IT environments are now standard.Customer service applications will be the hottest application area. The pandemic-fueled acceleration of digital working and customer engagement has brought attention to a well-understood element of CX: It is only as good as the service it provides. In most instances, service must be supported by human agents, regardless of how well-developed and planned the automated and self-service elements. IDC forecasts the European market for customer service applications to be the fastest growing CRM functional area, with a five-year CAGR of 14.4%. By 2025, it will be vying with marketing campaign management (MCM) applications for the title of largest functional area.MCM will be the largest spending area. Customer services applications are hot on its heels, but the MCM space will remain the largest through 2024, accounting for around 23% of total revenue over the forecast period and posting a five-year CAGR of 11.3%.Germany, France, and the U.K. will be the largest markets. As Germany, France, and the U.K. are Europe's three largest economies, it is no surprise that they will be the largest spenders on CRM, collectively representing just under 56% of the European market. They will exhibit healthy annual growth of just over 10% on average through 2025.The Czech Republic, Italy, and Poland are the fastest growing markets. IDC expects the Czech Republic to be the fastest growing market for CRM solutions in Europe, with a five-year CAGR of 12.8% through 2025. Italy and Poland will be in a close race for second, with Poland (11.9% CAGR) expected to expand just a tad faster than Italy (11.6% CAGR). This IDC study analyzes and sizes the European CRM applications market for 2018-2020 and includes forecasts for 2021-2025. IDC divides the CRM applications market by functionality (six functional segments), deployment model (software as a service and on premises), and country/region (15 European states/regions)."All European countries and regions offer excellent growth opportunities for CRM applications between 2021 and 2025. Public cloud software spending will more than double between 2020 and 2025. A CAGR of 15% will represent 87% of total market spend by 2025. The CRM market reflects the highest proportion of cloud-based software purchasing of any applications market in Europe. This plays to the advantage of cloud native vendors like Salesforce and Google." -- Research Director Gerry Brown, IDC Europe

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 150+ Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

ReportLinker may already be registered as a supplier with your company. If you want to Order by PO, check with us first and we'll let you know if we are a registered supplier and what the vendor number is. Otherwise, we'll provide you with the necessary information to register ReportLinker as a vendor.

Ahmad helps you find the right report:
Testimonials

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at
Ikea

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at
Ingredion

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

FAQ
  • How we can help
    • I am not sure if the report I am interested in will fulfill my needs. Can you help me?
    • Yes, of course. You can call us at +33(0) 4 37 65 17 03 or drop us an email at [email protected] to let us know more about your requirements.
    • We buy reports often - can ReportLinker get me any benefits?
    • Yes. Set up a call with a Senior Research Advisor to learn more - [email protected] or +33(0) 4 37 65 17 03.
    • I have had negative experiences with market research reports before. How can you avoid this from happening again?
    • We advise all clients to read the TOC and Summary and list your questions so that we can get more insight for you before you make any purchase decision. A research advisor will accompany you so that you can compare samples and reports from different sources, and choose the study that is right for you.

  • Report Delivery
    • How and when I will receive my Report?
    • Most reports are delivered right away in a pdf format, while others are accessed via a secure link and access codes. Do note that sometimes reports are sent within a 12 hour period, depending on the time zones. However, you can contact us to escalate this. Should you need a hard copy, you can check if this option is offered for the particular report, and pay the related fees.
  • Payment conditions
    • What payment methods do you accept?
      1. Credit card : VISA, American Express, Mastercard, or
      2. You can download an invoice to pay by wire transfer, check, or via a Purchase Order from your company, or
      3. You can pay via a Check made out in US Dollars, Euros, or British Pounds for the full amount made payable to ReportLinker
    • What are ReportLinker’s Payment Terms?
    • All payments must normally be submitted within 30 days. However, you can let us know if you need extended time.
    • Are Taxes and duties included?
    • All companies based in France must pay a 20% tax per report. The same applies to all individuals based in the EU. All EU companies must supply their VAT number when purchasing to avoid this charge.
    • I’m not satisfied. Can I be refunded?
    • No. Once your order has been processed and the publisher has received a notification to send you the report, we cannot issue any refund or cancel any order. As these are not ‘traditional’ products that can be returned, reports that are dispatched are considered to be ‘consumed’.
  • User license
    • The license that you should acquire depends on the number of persons that need to access the report. This can range from Single User (only one person will have the right to read or access the report), or Department License (up to 5 persons), to Site License (a group of persons based in the same company location), or Corporate License (the entire company personnel based worldwide). However, as publishers have different terms and conditions, we can look into this for you.
Purchase Reports From Reputable Market Research Publishers

Smart Process Application Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026

  • € 2016
  • September 2021
  • 150 pages

The global smart process application market exhibited strong growth during 2015-2020. Smart process application (SPAs) refers to a software-based application designed to effectively collaborate the o ...

  • World
  • ICT
  • Mobile Phone
  • Industry analysis

ref:plp2021

Reportlinker.com © Copyright 2021. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.

Make sure you don’t miss any news and follow us on