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CRM: Opportunity rising in Canadian medium marketProduct Type: Market Research ReportPublished by: IDC Published: June 2004 Product Code: R104-15804 Description
In this study IDC Canada examines CRM adoption and intention in the Canadian medium market, companies with 100 ? 499 employees. This document provides valuable insight, prediction and prescription for technology vendors targeting the Canadian mid-market. "The critical decision within a enterprise firm is which CRM solution to adopt, while the key decision within a mid-size firm is whether or not to adopt a CRM solution. Vendors must understand this fundamental difference and must convince mid-market firms to investigate more effective ways to conduct business, before their solutions will be adopted." Michael Hyjek, Analyst, Customer Segments, IDC Canada Table of Contents Table of Contents IDC Opinion In This Study Situation Overview CRM adoption positioned for strong growth Figure: CRM adoption positioned for strong growth Customer relationship management applications market definitions Figure: Microsoft leads group in CRM marketing solutions Figure: 50% of mid-size firms either do not adopt or develop in-house sales CRM solutions Figure: Over 1/4 of mid-size firms do not use customer service and contact centre CRM solutions CRM deployments present challenges for mid-size firms Figure: Mid-size firms find challenges with current CRM solutions Figure: Mid-size firms are less satisfied with current CRM solutions Future Outlook CRM outlook in the Canadian mid-market Figure: 37% of mid-size firms expect to spend less than $20K on CRM Figure: Medium and large firms are aligned in how CRM dollars will be spent. Figure: 64% of mid-size firms plan no new CRM investment next year Microsoft and SAP 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 centre CRM software purchasing over next 12 months CRM solutions represent opportunity for services in mid-market Figure: Forecasted 2006 breakdown of CRM solution services spending Figure: CRM services required from an external solution provider Figure: External service provider of choice for CRM solution over next 12 months Essential Guidance To capitalize, vendors must sell CRM differently to medium market firms Figure: CRM adoption by supply chain ? opportunity varies Learn More Related Research Synopsis |
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