Western European CRM Applications, Forecast and Analysis, 2008-2012

SUMMARY

Abstract

In this study, IDC provides CRM applications market forecast data for Western Europe. The Western European CRM applications market is segmented and forecast by functional segment (sales, marketing, customer service, and contact center), company size, deployment model (SaaS and on-premise), and country. The forecast is based on preliminary annual data for 2007 and projects the market out to 2012.

"IDC had already raised its forecast for the European CRM applications market last year. However, preliminary results show that 2007 market growth was still higher than forecast last year. IDC expects this positive trend to continue, and has increased its five-year forecast somewhat," said Bo Lykkegaard, research director, European Enterprise Applications. "The CRM market for large enterprises is by no means dead; the large enterprise segment accounted for almost 86% of the CRM applications market in 2007. However, the fastest growing company size segments in CRM are the 1-99 and 100-499 employee categories. The relatively high growth in the low-end segment is driven by first-time implementations of packaged CRM applications by companies that previously used manual processes supported by productivity tools such as Lotus Notes, Microsoft Excel, or Microsoft Outlook. IDC believes that the SaaS delivery model has really picked up speed, and both vendor analysis and end-user surveys confirm that the market increasingly demands CRM delivered as SaaS."

TABLE OF CONTENTS

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
    • Important Notes
    • Packaged Software
  • CRM Applications Market Definitions
• Situation Overview
  • The CRM Applications Market in 2007
  • Table: Western European CRM Applications License and Maintenance Revenues, 2005-2007 ($M/€M)
  • Figure: Western European CRM Applications License and Maintenance Revenues, 2005-2007 ($M/€M)
  • Figure: Western Europe CRM Applications License and Maintenance Revenues by Solution Area, 2007 (%)
  • Figure: Western Europe CRM Applications License and Maintenance Revenues by Company Size, 2007 (%)
  • Figure: Western Europe CRM Applications License and Maintenance Revenues by Deployment Model, 2007 (%)
• Future Outlook
  • Forecast and Assumptions
    • Key Growth Drivers
    • Figure: Why is Your Organization Currently Not Using or Not Considering a CRM Solution?
    • Table: Key Forecast Assumptions for Western Europe CRM Applications, 2008-2012
    • Figure: Western European CRM Applications License and Maintenance Revenues, 2005-2012 (€M)
    • Forecast by Functional Segment
    • Table: Western Europe CRM Applications License and Maintenance Forecast by Functional Market, 2008-2012 (€M)
    • Forecast by Company Size
    • Figure: Share of Companies That Are Building or Implementing a New CRM by Company Size
    • Table: Western Europe CRM Applications License and Maintenance Forecast by Company Size, 2008-2012 (€M)
    • Forecast by Deployment Model
    • Figure: In the Next 12 Months Will You Invest in Software as a Service for Replacement or to Supplement the Functionality of Existing CRM Solutions€ If no, Will You in the Next Two Years?
    • Table: Western Europe CRM Applications License and Maintenance Forecast by Deployment Model, 2008-2012 (€M)
    • Forecast by Country
    • Western European Economic Overview
      • Austria
      • Belgium
      • Denmark
      • Finland
      • France
      • Germany
      • Greece
      • Ireland
      • Italy
      • Netherlands
      • Norway
      • Portugal
      • Spain
      • Sweden
      • Switzerland
      • United Kingdom
    • CRM Applications Forecast by Country
    • Table: Western European CRM Applications Forecast, 2008-2012 by Country (€M)
    • Figure: Western European CRM Applications 2007-2012 CAGR by Country (%)
    • Figure: Western European CRM Applications, 2007 Share and 2012 Share by Country (%)
      • A Survey View
      • Figure: Share of Companies That Are Building or Implementing a New CRM by Country
  • Market Context
  • Table: Western European CRM Applications Forecast, 2005-2012: Comparison of May 2007 and April 2008 Forecasts (€M)
  • Figure: Western European CRM Applications Forecast, 2005-2012: Comparison of May 2007 and April 2008 Forecasts
  • Figure: Western European CRM Applications Growth Forecast, 2005-2012: Comparison of May 2007 and April 2008 Forecasts
• Essential Guidance
• Learn More
  • Related Research
  • Methodology
    • Forecast Information Sources
    • The Forecasting Process
    • Company-Level Data Collection
    • Exchange Rates
    • Table: Key Exchange Rate Information
  • Synopsis