Australia CRM Solutions 2004-2008 Forecast

This IDC study provides a market size for the customer relationship management (CRM) solutions market in Australia for 2003, as well as forecasts for the 2003?2007 period. Market analysis includes top 10 CRM vendor performance, market trends, market inhibitors and drivers as well as forecast by CRM software and services. Essential guidance is also provided to assist both services and software vendors to move forward.

"At present, businesses have clearly identified the requirements for CRM project initiation, namely the need for the project to aid in cost reduction/containment primarily through improvements in service delivery, profitability and productivity, to demonstrate a positive return on investment over the short and long-term, and to facilitate an improvement in business operations for internal and external processes related to customers. Services firms will have to continue to monitor these primary motivators and adjust the level of importance as market conditions change," says Bharati Poorabia, Senior Analyst, Software at IDC Australia.

"IT services firms will have to de-emphasise the technology aspect of CRM in favour of business process and vertical market expertise as a means of retaining and enhancing business consulting services opportunities in the face of direct competition from CRM software vendors with application implementation capabilities and aspirations," she adds.