CRM applications market grew by 14% in first half of 2022

According to a recent IDC Market share titled Asia/P a cific CRM Application Market Shares, 1H22: Salesforce Dominates While Shopify Climbs, the Asia/Pacific including Japan (APJ) CRM applications market grew by 14% in the first half of 2022 for a revenue of US$ 4.25 billion.

Customers expect brands to deliver seamless contextualized experiences across all digital and physical channels. Further, they can recognize when a brand goes above and beyond to truly connect with them and deliver an exceptional CX. With the rise of digital adoption, CRMs (Customer Relationship Management Applications) help organizations better understand key challenges in CX transformation and in turn deliver personalized and contextualized experiences at scale.

In a recent IDC Survey, APJ organizations’ key CX priorities are driven by customer sentiment (focus on customer pain points, and customer metrics improvement, customer engagement, etc.). To this end, CRMs help drive customer value, long-term customer relationships, and customer loyalty.

“Moving into the era of the digital business, delivering personalized, seamless, and contextualized experiences at scale is critical to driving exceptional CX. While there has been an increase in the presence of cloud-based CRM solutions, there is still a need to further understand what CX challenges technology buyers are facing and how technology vendors can drive product innovation in terms of advanced analytics capabilities, low-code/no-code features, and more extensive customization,” says Lavanya Jindal, Market Analyst, Customer Experience and Enterprise Applications, IDC Asia/Pacific.

CT Bureau