Zendesk, a public company, is an enterprise technology vendor that provides solutions across customer service, customer relationship management (CRM), customer engagement, and customer analytics. Enterprise-leading technologists largely use Zendesk to manage their enterprise's strategy & implementation of customer support through live chat and messaging, phone support, self-service, and proactive campaigns.
Notable enterprise vendors competing for wallet share alongside Zendesk include: Microsoft, Oracle, Pegasytems, Salesforce, SAP, ServiceNow, and SugarCRM.
IT leaders need insight into the solutions, reliability, implementation cost, support structure, and compatibility offered by Zendesk - and its position, stability, and trajectory predominantly within the customer relationship and customer engagement markets.
Since 2014, ETR has surveyed Zendesk's target consumer base and end users about their forward-looking spending intentions with the company. Our survey methodology, frequency of polling and round table discussions with CIOs, allow us to capture and report, in real-time, changes in customer demand and the impact these changes have on Zendesk's calendar year spend. Specifically, the data provides actionable insight into whether the company's products and services within Enterprise Apps are seeing an acceleration, flattening or deceleration in spending intentions within the enterprise.
The most recent spending intentions data for Zendesk was collected through ETR's proprietary TSIS (Technology Spending Intentions Survey) from 9/12/2018 - 9/27/2018 and was sourced from 96 CIOs and IT end users, which represent approximately $47B in annual IT spend. Further, of the 96 customers, 17 represent Fortune 500 organizations and 26 represent Global 2000 organizations.The report is available for purchase below.
Zendesk commentary from 8 VENN events between 10/10/2017 and 07/16/2018 was aggregated into a VEC (VENN Events Content) report. The report is available for purchase below.