Abstract

This IDC study presents the Japan customer relationship management (CRM) applications market performance in 2018 (revenue-based) and the market forecast from 2019 to 2023. For the purpose of analyzing and forecasting the market, IDC classifies the Japan CRM applications market into six functional markets, namely advertising application, contact center application, customer service application, digital commerce application, marketing campaign management application, and sales force productivity and management application. In 2018, the market gained favorable growth in the marketing campaign management application and contact center application. "In order for the CRM applications market to continue growing well into the future, it is vital for IT suppliers to provide an integrated CRM systems for the purpose of improving customer experience, support hyper-personalization for B2B, and prepare for AI use cases in CRM," says Takashi Manabe, group director, IDC Japan.

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