North American Customer Relationship Management (CRM) Developments to 2022

Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities

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Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding of companies when their applications, products, and tools do not work. Solving problems for customers is therefore central to successful CRM strategies and providing a quality Customer Experience. Customers will stay loyal to brands and promote them on social media only if products work well and service is superb. But effective customer support can be expensive. Compan

Table of Contents

North American Customer Relationship Management (CRM) Developments to 2022Executive SummaryKey FindingsCEO’s PerspectiveMarket OverviewCustomer Relationship Management—Market DefinitionTop CRM Market TrendsKey Factors Impacting CRM Software Buying DecisionsDrivers and RestraintsMarket DriversDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Market RestraintsRestraints ExplainedRestraints Explained (continued)Growth Opportunities and Companies to ActionGrowth Opportunity 1—Adjoining Solution M&As, PartnershipsGrowth Opportunity 2—Augmented Reality/Virtual RealityGrowth Opportunity 3—Internet of ThingsGrowth Opportunity 4—SMBs/Vertical MarketsStrategic Imperatives for Success and GrowthFeatured CRM Vendor ProfilesApteanBase CRMHubSpotInforSalesforceSugarCRMZohoOther CRM VendorsThe Last WordThe Last Word—5 PredictionsConclusionLegal DisclaimerAppendixAbbreviations and Acronyms UsedAdditional and Related Sources of CRM InformationThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy

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