Table of Contents
IDC Opinion
In This Study
Situation Overview
Introduction
Figure: Western Europe CRM License and Maintenance Revenues by Country (%)
Table: Western Europe CRM Applications License and Maintenance Revenues by Country, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance Revenues by Vertical, 2004 ($M)
Competitive Situation
Table: Western Europe CRM Applications License and Maintenance Revenues by Vendor, 2004 ($M)
Figure: Top 20 CRM Applications Vendors by Competitive Group
Top 10 Vendor Profiles
Siebel Systems Inc.
SAP AG
Oracle Corporation
Aspect Communications
Genesys Telecommunications Laboratories
SAS Institute
Amdocs
Witness Systems
Microsoft Business Solutions
Avaya Inc.
Vendor Ranking by Vertical
Table: Western Europe CRM Applications License and Maintenance by Vendor, Discrete Manufacturing, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Process Manufacturing, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Transport, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Communications, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Utilities, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Retail/Wholesale, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Finance, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Business Services, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Government, 2004 ($M)
Table: Western Europe CRM Applications License and Maintenance by Vendor, Healthcare and Education, 2004 ($M)
Country Level Competitive Views
France
Table: France CRM Applications License and Maintenance, 2004 ($M)
Table: France CRM Applications License and Maintenance, Discrete Manufacturing, 2004 ($M)
Table: France CRM Applications License and Maintenance, Communications, 2004 ($M)
Table: France CRM Applications License and Maintenance, Utilities, 2004 ($M)
Table: France CRM Applications License and Maintenance, Finance, 2004 ($M)
Table: France CRM Applications License and Maintenance, Government, 2004 ($M)
Germany
Table: Germany CRM Applications License and Maintenance, 2004 ($M)
Table: Germany CRM Applications License and Maintenance, Discrete Manufacturing, 2004 ($M)
Table: Germany CRM Applications License and Maintenance, Communications, 2004 ($M)
Table: Germany CRM Applications License and Maintenance, Utilities, 2004 ($M)
Table: Germany CRM Applications License and Maintenance, Finance, 2004 ($M)
Table: Germany CRM Applications License and Maintenance, Government, 2004 ($M)
Italy
Table: Italy CRM Applications License and Maintenance, 2004 ($M)
Table: Italy CRM Applications License and Maintenance, Discrete Manufacturing
Table: Italy CRM Applications License and Maintenance, Communications, 2004 ($M)
Table: Italy CRM Applications License and Maintenance, Utilities, 2004 ($M)
Table: Italy CRM Applications License and Maintenance, Finance, 2004 ($M)
Table: Italy CRM Applications License and Maintenance, Government, 2004 ($M)
Spain
Table: Spain CRM Applications License and Maintenance, 2004 ($M)
Table: Spain CRM Applications License and Maintenance, Discrete Manufacturing, 2004 ($M)
Table: Spain CRM Applications License and Maintenance, Communications, 2004 ($M)
Table: Spain CRM Applications License and Maintenance, Utilities, 2004 ($M)
Table: Spain CRM Applications License and Maintenance, Finance, 2004 ($M)
Table: Spain CRM Applications License and Maintenance, Government, 2004 ($M)
United Kingdom
Table: U.K. CRM Applications License and Maintenance, 2004 ($M)
Table: U.K. CRM Applications License and Maintenance, Discrete Manufacturing, 2004 ($M)
Table: U.K. CRM Applications License and Maintenance, Communications, 2004 ($M)
Table: U.K. CRM Applications License and Maintenance, Utilities, 2004 ($M)
Table: U.K. CRM Applications License and Maintenance, Finance, 2004 ($M)
Table: U.K. CRM Applications License and Maintenance, Government, 2004 ($M)
Future Outlook
Essential Guidance
Actions to Consider
Learn More
Related Research
Definitions
Customer Relationship Management Applications
Sales
Marketing
Customer Service
Contact Center
Vertical Segments
Table: European Vertical Market Coverage According to NACE rev. 1 Group Level Classification
Methodology
Synopsis
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