Vertical Markets Opportunities for CRM: an IDC Survey: Industry Report

Vertical Markets Opportunities for CRM: an IDC Survey

Product Type: Market Research Report
Published by: IDC
Published: June 2004
Product Code: R104-15980

Description

This study draws from the results of IDC's European Vertical Market survey, carried out in November/December 2003 in the top 5 Western European countries (France, Germany, Italy, Span, and the U.K.) among 1,686 companies with more than 20 employees.

The survey looks at vertical market IT spending directions, solution priorities, investment plans, adoption of new technologies and mobility, infrastructure enhancement (servers, Web services, storage), the role of IT within the organization, and customer satisfaction.

The focus of the study is on CRM adoption and plans for adoption, channel selection, and the decision-making process by vertical market.

Results are given for total Western Europe for the following vertical markets: discrete manufacturing; process manufacturing; transport, communications and media; utilities; retail and wholesale; finance; business services; government; health and education.

"Finance and telecoms/media will continue to represent the largest revenue venues for CRM vendors. Nevertheless, new opportunities will also be found in government, transport, and manufacturing, with survey results showing more than 10% of companies in these verticals starting to invest for the first time in CRM in 2004," said Giuliana Folco, research director, European Vertical markets.

Table of Contents

Table of Contents

IDC Opinion

In This Study

Methodology

Conceptual Framework

Sample Design

Sampling Unit: IDC's Economic Entity

Sample Quotas

Table: Vertical Market Quotas

Table: Company Size Quotas

Sample Frame and Sampling Method

Table: Number of Completes by Country

Respondents

Interviews

Questionnaires

Interview Schedule

Confidence Intervals

Weighting

Analysis of the Data

Sample Design

Sampling Unit: IDC's Economic Entity

Definitions

Vertical Markets

CRM

Survey Respondents' profile

Table: Western Europe, Survey Respondents Profile by Functional Area and Vertical Market (%)

Table: Western Europe, Survey Respondents Profile by Job Title and Vertical Market (%)

Table: Western Europe, Survey Respondents Profile by Location and Vertical Market (%)

Situation Overview

CRM Adoption by Vertical Market

Table: Western Europe, CRM Adoption by Vertical Market (%)

FUTURE OUTLOOK

2004 CRM plans for adoption by Vertical Market

Table: Western Europe, Plan of Investment in CRM by Vertical Market (%)

Figure: Discrete Manufacturing, Reasons for Not Investing in CRM (% of Respondents)

Figure: Process Manufacturing, Reasons for Not Investing in CRM (% of Respondents)

Figure: Healthcare, Reasons for Not Investing in CRM (% of Respondents)

Figure: Education, Reasons for Not Investing in CRM (% of Respondents)

Figure: Government, Reasons for Not Investing in CRM (% of Respondents)

CRM Channel Selection by Vertical Market

Table: Western Europe, Primary Sources of IT Products and Services for Vertical Markets' Companies Investing in CRM (%)

Table: Western Europe, Most Important Reasons for Choosing the Primary IT Supplier for Vertical Markets' Companies Investing in CRM (% of Respondents)

Table: Western Europe, Rating of Primary IT Supplier's Performance by Vertical Markets' Companies Investing in CRM (1=poor; 5=excellent)

CRM Decision-Making Process by Vertical Market

Table: Western Europe, Key Influencers in the Implementation/Enhancement of IT Solutions for Vertical Markets' Companies Investing in CRM (1=not influential; 5=very influential)

Table: Western Europe, Business Function Who Leads the Decision Process for the Implementation/Enhancement of Important IT Solutions Vertical Markets' Companies Investing in CRM (%)

Essential Guidance

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Related Research

Synopsis

Ordering and More Information

Price and Delivery Options

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