target audience: TECH SUPPLIER Publication date: Aug 2023 - Document type: Market Share - Doc Document number: # JPE50537523
Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach
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Abstract
This IDC study provides an analysis of the market share based on vendor revenue performance in the Japan customer relationship management (CRM) applications market in 2022. IDC categorized the Japan CRM applications market into six functional market segments: advertising applications, contact center applications, customer service applications, digital commerce applications, marketing campaign management applications, and sales productivity/management applications.
"In order for the Japan CRM applications market to continue to grow, IT suppliers must incorporate generative AI (GenAI) into their products and expand their use cases, support the rapid creation of customer data infrastructure that amplifies the effectiveness of GenAI, and promote their own products and services that meet customer' increasingly stringent IT investment criteria," states Saki Ota, senior market analyst, IDC Japan.