Does the Customer Still Come First? Understanding the Scope of the CRM Solutions

Does the Customer Still Come First? Understanding the Scope of the CRM Solutions Opportunity in Canada

Product Type: Market Research Report
Published by: IDC
Published: January 2004
Product Code: R104-22854

Description

This document is about Does the Customer Still Come First? Understanding the Scope of the CRM Solutions Opportunity in Canada

Table of Contents

Table of Contents

IDC Opinion

In This Study

Methodology

Definitions

Situation Overview

Figure: Business Priorities and Implications for Drivers behind CRM Solution Investment, 2003

The Demand for CRM Solutions in Canada

Current CRM Solution Implementation Status

Figure: Current Penetration of CRM Solutions in Canada, 2003

Issues Plaguing CRM Implementations

Figure: Key Barriers to Improved Satisfaction and Market Penetration for CRM in Canada, 2003

Can't Get No CRM Satisfaction?

Figure: Satisfaction Levels with CRM Solutions in Canada, 2003

The Measuring Sticks Behind Satisfaction

Figure: Criteria Used by Canadian CRM Buyers to Measure CRM Success, 2003

Future Outlook

Implications for the CRM Services Opportunity in Canada

The External Services Opportunity

Figure: Demand for CRM Solution Services in Canada, 2004

Figure: Implications of CRM Lifecycle on CRM Solution Services Demand, 2004

Figure: Implications of Current CRM Satisfaction on CRM Solution Services Spending Levels, 2004

Implications for Canadian Solution Services Providers

Figure: Type of External Service Provider Usage Expected, 2004

Figure: Services Required by External Service Provider Type, 2004

Individual Vendor Awareness

Figure: Expected Usage of Canadian External Service Providers for CRM Solution Services, 2004

Essential Guidance

Actions to Consider

Table: Predicted Attachment Rate Opportunities for CRM in Canada, 2004

Learn More

Related Research

Synopsis

Ordering and More Information

Price and Delivery Options

MindBranch has been the leading provider of industry and investment research from more than 550 independent research firms since 1992. With over 90,000 market research reports, MindBranch is your trusted source of competitive business intelligence.