This IDC study presents the latest market forecast and trend observations for the Australia/New Zealand (ANZ) customer relationship management (CRM) market. The study shows that solid growth is set to continue in the CRM space across ANZ. The competitive landscape in the small and medium-sized business (SMB) space is driving much of this. At the end user and customer level, interest in improving the customer experience and efforts to develop deeper application capability has kept CRM at the front of IT spending intentions across all segments. Software as a service (SaaS) delivery of CRM has also been increasing across ANZ with a significant contingent of SMBs attracted to this model.

"With the midmarket taking a keen interest in all of the low risk promise of SaaS, and with CRM innovation high on the business agenda at the enterprise, the ANZ CRM market has healthy prospects. When paired with highly valued and active channels, and a general climate of enthusiasm for IT investment in most verticals, both vendors and customers should be relishing their opportunities," says Mark Wheeler, market analyst, Software, IDC ANZ.