Zendesk - JAN20 TSIS

The most recent enterprise spending intentions data for Zendesk was collected through ETR's proprietary TSIS (Technology Spending Intentions Survey) from 12/12/2019 - 1/23/2020 and was sourced from 110 CIOs and IT end users, which represent approximately $61B in annual IT spend. Further, of the 110 customers, 12 represent Fortune 500 organizations and 27 represent Global 2000 organizations.

In this report, ETR examines Zendesk's expected 2020 enterprise spend with a focus on critical subsamples (Midsize and Small, Global 2000, Fortune 500/1000). Further, ETR provides information around customers' intent and likelihood around increasing usage with Zendesk, the value Zendesk has brought their organization since deployment, whether their organization is locked into using Zendesk, and whether Zendesk could be ripped out and replaced with another vendor. Next, ETR explores viable alternatives to Zendesk and peer benchmarks Zendesk's data against peers - ServiceNow, Salesforce, SugarCRM, and RightNow (Oracle).

Lastly, ETR explores spend & market share metrics, and provides an outlook for Zendesk for 2020.