target audience: TECH BUYER Publication date: Jun 2024 - Document type: IDC MarketScape - Doc Document number: # US51036924
IDC MarketScape: Worldwide Retail Customer Relationship Management Software 2024 Vendor Assessment
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Abstract
This IDC MarketScape profiles key CRM software providers in the retail sector, assessing their strategies and capabilities to meet the evolving needs of retail companies, with a focus on customer-centric approaches and technological innovation. The study highlights the increasing importance of CRM solutions in the retail sector, emphasizing their role in enhancing customer relationships, optimizing sales, and integrating advanced technologies such as AI for better data analysis and personalized customer experiences.
"In the face of changing consumer expectations and the digital revolution, retailers must adapt or risk obsolescence. The right CRM solution is not just a tool — it is a strategic asset for personalized engagement and sustainable growth," said Ornella Urso, research director, IDC Retail Insights. "As the retail industry evolves, the importance of a unified customer view cannot be overstated. With AI and GenAI revolutionizing CRM systems, retailers can now unlock unprecedented insights and automation, transforming their strategies and customer relationships to deliver personalized and frictionless shopping experiences."