This IDC study provides a market sizing and a five-year forecast for nine key countries in Asia/Pacific (excluding Japan) or APEJ customer relationship management (CRM) applications market. It also includes a five-year forecast on four key CRM applications functionalities: sales force automation, marketing automation, customer service, and contact center. This study also examines the major market trends, accelerators, and inhibitors that are emerging in the region.

"Many enterprises that have embarked on CRM technology have failed to achieve the required rate of return," says Alan Tong, research manager, Asia/Pacific Enterprise Applications, IDC Malaysia. "The ability to analyze and understand the acquired information and turn the leads to sales opportunity will produce more success."