About CRM
Customer relationship management is a combination of organisational strategy, information systems and technology that is focused on providing better customer service. CRM is defined as a management philosophy that aims to create, develop and enhance customer relationships, so as to maximise customer value, corporate profitability and thus shareholders’ value. A category of enterprise software, CRM covers a broad set of software applications that helps businesses manage customer data and customer interaction, automate sales, marketing and customer support functions and manage employee, vendor and partner relationships. CRM enables businesses to gain actionable insights with a back-end analytical engine. It also helps businesses to see new opportunities with predictive analytics, streamline operations and personalise customer service based on the customer's history and prior interactions.
TechNavio's analysts forecast the Global CRM market will grow at a CAGR of 15.5 percent over the period 2013-2018.
Covered in this Report
This report covers the present scenario and the growth prospects of the Global CRM market for the period 2013-2018. To calculate the market size, the report considers revenue generated from sales of CRM software. The revenue considered encompasses the following:
• Service and support
• Sales
• Marketing and
• E-commerce.
It also presents the vendor landscape and a corresponding detailed analysis of the top five vendors in the market. In addition, the report discusses the major drivers that influence the growth of the Global CRM market. It also outlines the challenges faced by vendors and the market at large, as well as the key trends that are emerging in the market.
Key Regions
• North America
• Europe
• APAC
• Latin America
• MEA
Key Vendors
• IBM Corp.
• Oracle Corp.
• Microsoft Corp.
• Salesforce.com Inc.
• SAP AG
Other Prominent Vendors
• Amdocs Ltd
• Aplicor Inc.
• Aptean
• Acidaes Solutions Pvt. Ltd
• FrontRange Solutions Inc.
• Infor Solutions
• PK4 Software Technologies Pvt. Ltd
• Maximizer Software Inc.
• NetSuite Inc.
• Nuance Communications Inc.
• Sage Business Solutions
• Soffront Software Inc.
• SugarCRM
• Talisma Corporation Pvt. Ltd
• Tour de force CRM Software
• Zoho Corp.
Key Market Driver
• Phased Approach to CRM Implementation.
• For a full, detailed list, view our report
Key Market Challenge
• Absence of ROI Measurement System.
• For a full, detailed list, view our report
Key Market Trend
• Increasing Adoption by SMBs.
• For a full, detailed list, view our report
Key Questions Answered in this Report
• What will the market size be in 2018 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?
You can request one free hour of our analyst’s time when you purchase this market report. Details are provided within the report.
01. Executive Summary
02. List of Abbreviations
03. Scope of the Report
03.1 Market Overview
03.2 Product Offerings
04. Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology
05. Introduction
06. Market Landscape
06.1 Market Overview
06.2 Market Size and Forecast
06.3 Five Forces Analysis
07. Market segmentation by Deployments
07.1 Global CRM Market by Deployment Type 2013-2018
07.2 Global On-Premise CRM Market
07.2.1 Market size and Forecast
07.3 Global SAAS CRM Market
07.3.1 Market Size and Forecast
08. Market Segmentation by Application
08.1 Global CRM Market by Application 2013-2018
08.2 Global CRM Customer Service & Support Software Market
08.2.1 Market Size and Forecast
08.3 Global CRM Sales Software Market
08.3.1 Market Size and Forecast
08.4 Global CRM Marketing Software Market
08.4.1 Market Size and Forecast
08.5 Global CRM E-commerce Software Market
08.5.1 Market Size and Forecast
09. Geographical Segmentation
09.1 Global CRM Market by Geographical Segmentation 2013-2018
09.2 CRM Market in North America
09.2.1 Market Size and Forecast
09.3 CRM Market in Europe
09.3.1 Market Size and Forecast
09.4 CRM Market in the APAC Region
09.4.1 Market Size and Forecast
09.5 CRM Market in Latin America
09.5.1 Market Size and Forecast
09.6 CRM Market in MEA Region
09.6.1 Market Size and Forecast
10. Buying Criteria
11. Market Growth Drivers
12. Drivers and their Impact
13. Market Challenges
14. Impact of Drivers and Challenges
15. Market Trends
16. Trends and their Impact
17. Vendor Landscape
17.1 Competitive Scenario
17.1.1 Key News
17.1.2 Mergers and Acquisitions
17.2 Market Share Analysis 2013
17.3 Other Prominent Vendors
18. Key Vendor Analysis
18.1 IBM Corp.
18.1.1 Business Overview
18.1.2 Business Segmentation
18.1.3 Key Information
18.1.4 SWOT Analysis
18.2 Microsoft Corp.
18.2.1 Business Overview
18.2.2 Business Segmentation
18.2.3 Key Information
18.2.4 SWOT Analysis
18.3 Oracle Corp.
18.3.1 Business Overview
18.3.2 Business Segmentation
18.3.3 Key Information
18.3.4 SWOT Analysis
18.4 Salesforce.com Inc.
18.4.1 Business Overview
18.4.2 Business Segmentation
18.4.3 Key Information
18.4.4 SWOT Analysis
18.5 SAP AG
18.5.1 Business Overview
18.5.2 Business Segmentation
18.5.3 Key Information
18.5.4 SWOT Analysis
19. Other Reports in This Series
List of Exhibits
Exhibit 1: Market Research Methodology
Exhibit 2: Global CRM Market 2013-2018 (US$ billion)
Exhibit 3: Global CRM Market by Deployment Type
Exhibit 4: Global CRM Market by Deployment Type 2013
Exhibit 5: Global CRM market by Deployment Type 2013-2018 (percentage)
Exhibit 6: Global On-Premise CRM Market 2013-2018 (US$ billion)
Exhibit 7: Global SAAS CRM Market 2013-2018 (US$ billion)
Exhibit 8: Global CRM Market by Application
Exhibit 9: Global CRM Market by Application 2013
Exhibit 10: Global CRM Market by Application 2013-2018 (percentage)
Exhibit 11: Global CRM Customer Service & Support Software Market 2013-2018 (US$ billion)
Exhibit 12: Global CRM Sales Software Market 2013-2018 (US$ billion)
Exhibit 13: Global CRM Marketing Software Market 2013-2018 (US$ billion)
Exhibit 14: Global CRM E-commerce Software Market 2013-2018 (US$ billion)
Exhibit 15: Global CRM Market by Geographical Segmentation 2013
Exhibit 16: Global CRM Market by Geographical Segmentation 2013-2018 (percentage)
Exhibit 17: CRM Market in North America 2013-2018 (US$ billion)
Exhibit 18: CRM Market in Europe 2013-2018 (US$ billion)
Exhibit 19: CRM Market in the APAC region 2013-2018 (US$ billion)
Exhibit 20: CRM Market in Latin America 2013-2018 (US$ billion)
Exhibit 21: CRM Market in MEA Region 2013-2018 (US$ billion)
Exhibit 22: Global CRM Market by Vendor Share 2013
Exhibit 23: Business Segmentation of IBM Corp. 2013
Exhibit 24: Business Segmentation of Microsoft Corp. 2013
Exhibit 25: Business Segmentation of Oracle Corp. 2013
Exhibit 26: Business Segmentation of Salesforce.com Inc. 2013
Exhibit 27: Business Segmentation of SAP AG 2013
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