IDC MarketScape Worldwide Retail Customer Relationship Management Software 2024 Vendor Assessment

A Leader in Retail Customer Relationship Management Software

As highlighted by customer interviews, the key strength of the Oracle Customer Engagement solution resides in its ability to deliver a 360-degree customer view and personalized experiences across different retail systems, including POS, ecommerce, and other shopper- and associate-facing applications.

This IDC report profiles 11 software vendors whose CRM offerings range from retail-specific solutions to horizontal ones, which include templates to accommodate retail-specific workflows. Additionally, some of the vendors assessed employ modular best-of-breed strategies, while others provide more unified platforms. These platforms aim to orchestrate all omni-channel retail operations by centering customer data in every process, from merchandising and inventory planning to store operations and supply chain management.

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.

Source: IDC MarketScape: Worldwide Retail Customer Relationship Management Software 2024 Vendor Assessment; By Ornella Urso, Sofia Poggi, and Cristiano Quattrini, IDC #US51036924, June 2024.