IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

Drivers and Inhibitors

Drivers

Adoption of SaaS-Based CRM Software Becomes the Norm

Integrated CX Product Platforms That Include CRM Components are Preferred to Standalone CRM Products

CRM Becomes Increasingly Usable and Affordable for Small and Mid-Market Companies

AI Integrated into CRM Significantly Enhances CRM Functionality

Inhibitors

Data Privacy, Compliance, and Security

Significant Market Developments

Persuasive Content Management Becomes an Integral Component Across CRM Applications

Secure, External-Facing Open APIs are Required

Opti-Channel Systems Emerge

AI and Machine Learning Will Become Ubiquitous

Changes from Prior Forecast

Market Definition

Methodology

Forecast Information Sources

Forecasting Process

Company-Level Data Collection

Exchange Rates

Related Research