This IDC study analyzes spending trends in CRM applications with the aim of providing a map of growth opportunities among all major Western European vertical markets.

The study's focus is on spending in packaged CRM applications over the 2004-2009 timeframe for total Western Europe and the top 5 Western European countries: France, Germany, Italy, Spain, and the U.K.

Vertical markets covered include discrete manufacturing; process manufacturing; transport; communications; utilities; retail/wholesale; financial services; business services; government; healthcare and education; and other.

"Demand will remain strong in the verticals where the installed base is larger, such as financial services, communications, and manufacturing, as early adopters upgrade their legacy systems or expand them to integrate more complex functionalities. The fastest growing sectors, government and healthcare, are currently characterized by low penetration, and vendors will need to adapt their offering to a new set of requirements and adoption drivers in order to tap the best growth opportunities," said Serena Da Rold, program manager, European Vertical Views.