2004 Leadership Grid of the Top 10 European CRM Services Providers, and 2003 Vendor Shares

This study presents IDC's leadership grid of the 2004 Top 10 European CRM services providers, as well as 2003 market shares. In order to position the vendors on the IDC leadership grid, IDC has estimated each vendor's opportunity alignment and ability to gain share. The study discusses each vendor's position, with strengths and weaknesses according to IDC's criteria.

IBM and Accenture are neck and neck in the Western European CRM services market, with IBM slightly ahead of Accenture on opportunity alignment, while Accenture has a small lead on IBM in ability to gain market share. Capgemini, Deloitte, and Unisys form the next cluster of players. "Having spent time reorganizing themselves along industry sectors, many CRM players now lack the ability to capture creative solutions and innovations between these stove pipes," said Marianne Kolding, research director, IDC European Services. "The next twelve months should be the time for many players to take full advantage of this and establish themselves as thought leaders."

Erik Bruin, research manager, IDC European Services, added "business performance management has become a hot topic during the past 12 months. CRM service providers that have not yet invested in skills and partnerships around analytics and business intelligence would be well advised to consider taking these steps."