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CRM gains traction in the Canadian public sectorProduct Type: Market Research ReportPublished by: IDC Published: May 2004 Product Code: R104-15429 Description This study examines the state of CRM adoption in the Canadian public sector. This research document provides valuable insight, prediction and prescription for both public sector executives and IT vendors targeting the Canadian public sector. CRM adoption is slowest in federal government. CRM solutions lack connections to key databases. Sales-centric CRM solutions will be developed in-house. Vendors must provide public sector specific CRM analytics."Beyond the obvious software opportunity, the Canadian public sector's focus on CRM solutions will create opportunities for IT services firms. In the Canadian public sector ? as in the broader market ? services firms should expect the majority of their CRM services revenues to come from consulting & systems integration and outsourcing." Jamie Sharp, Research Director, Customer Segments Table of Contents Table of Contents IDC Opinion In This Study Situation Overview The Canadian public sector is adopting CRM Figure: Governments are actively considering CRM spending Customer Relationship Management Applications Market Definitions Figure: Microsoft & Pivotal: Minor Players In CRM Marketing Solutions Figure: 45% Of Public Sector Does Not Use Software For Sales CRM Figure: Government Prefers To Build Customer Service And Contact Centre CRM Solution In-House Existing public sector CRM deployments have their challenges Figure: Obstacles Faced With Current CRM Solutions Figure: 21% Of Public Sector Respondents Are Dissatisfied With CRM Future Outlook CRM Outlook In The Canadian Public Sector Figure: Estimated CRM Spending Over Next 12 Months Figure: Breakdown Of CRM Budget Over Next 12 Months Figure: Status Of CRM Solution For Next 12 Months Microsoft and Oracle battle in-house development for CRM dollars Figure: Marketing CRM Software Purchasing Over Next 12 Months Figure: Sales CRM Software Purchasing Over Next 12 Months Figure: Customer Service And Contact Center CRM Software Purchasing Over Next 12 Months CRM solution adoption creates opportunity for services firms Figure: Forecasted 2006 Breakdown Of CRM Solution Services Spending Figure: CRM Services Required From An External Solution Provider Figure: Only IBM And EDS Are Seen As Complete Business Partners Figure: External Service Provider Using For CRM Solution Over Next 12 Months Essential Guidance Learn More Related Research Synopsis |
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