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Crm market in india 2014  sample Crm market in india 2014 sample Presentation Transcript

  • CRM Market in India April 2014
  • 2CRM MARKET IN INDIA 2014.PPT Executive Summary Market Drivers and Challenges Trends Competition  CRM market in India is valued ~ INR ab bn in 2012 and is estimated to grow at a CAGR of ~ xyz% over 2013- 18e  Telecom sector stands out as the largest procurer within the CRM market in India  Company A, B, C and D are the major implemented CRM solutions, followed by Company E and F and others  Demand for Transparency  Emergence of Mobile CRM Drivers – Improved Customer Relationship and Operational Improvement – Global Competence – Significant Cost Reduction – Technologically Sound Manpower Challenges – Implementation and Operational Cost – Lack of Awareness of True Benefits Major Players Company A Company B Company C Company D Company E Company F  Introduction of Social CRM  Rising Cloud-based CRM Adoption
  • 3CRM MARKET IN INDIA 2014.PPT •Macroeconomic Indicators •Introduction •Market Overview •Types, Modules and Features •CRM Use in SMBs •CRM Selection Criteria •Drivers and Challenges •Key Trends •Scope of CRM in Key Sectors •Competitive Landscape •Strategic Recommendations •Appendix
  • 4CRM MARKET IN INDIA 2014.PPT SAMPLEEconomic Indicators (1/3) 11 12 13 14 15 b2 Q2 a3 c2 d2 b3 a4 Q3 c4 c3 Q4 b4 c1 d1 Q1 a2 b1 a1 INR tn 2010-11 2011-12 2013-142012-13 GDP at Factor Cost: Quarterly Inflation Rate: Monthly -2 -1 0 1 2 Aug 2013 - Sep 2013 Sep 2013 - Oct 2013 p Oct 2013 - Nov 2013 q s % t r Jul 2013 - Aug 2013 Nov 2013 - Dec 2013
  • 5CRM MARKET IN INDIA 2014.PPT • Global CRM market reviews:  On , Company A had acquired X Inc., a leading provider of cloud-based marketing automation and revenue performance management software  On , B bought for INR xxxxx mn, company Q the world’s leading social media marketing platform  On , Company A acquired company D, a cloud-based content marketing provider • In 2013, edging out Company Y, Company B has taken the lead in the CRM market  They remain the only top CRM company that exists solely in the cloud CRM Market – Global Overview CRM market is witnessing steady growth with the increasing trend of CRM spending worldwide Market Size and Growth 2016e f1 2017e INR bn 2017e X% 2015e e1 c1 d1 a1 2014e b1 2013e Global CRM Market – Leading Continents Global CRM Market – Major Sectors
  • 6CRM MARKET IN INDIA 2014.PPT In India, on-premise solutions have higher traction than cloud solutions, unlike developed nations such as US, UK • Over the years, CRM has evolved from point solution to 360 degree enterprise-wide initiative in India • CRM implementations in India are mainly focused on marketing and campaign management • Cost and installation time varies for different softwares  Average installation time for a standard software – 1.5 months  Approximate cost – INR 0.1 mn • A, B ,C and Dare the major implemented CRM solutions followed by E ,F and others Market Overview – India Market Size and Growth - India 0 INR bn Z% 2018e f1 2017e e1 2016e d1 2015e c1 2014e b1 2013e a1 On-Premise CRM On-Demand CRM Powerful management tools Easy to use and fast to deploy Completely customizable Managed by business users Driven By IT Limited functionality Difficult to use Isolated CRM
  • 7CRM MARKET IN INDIA 2014.PPT CRM can be broadly categorized Text • Text Text • Text Text • Text Text • Text Types of CRM
  • 8CRM MARKET IN INDIA 2014.PPT Large presence of SMBs in India proves to be highly beneficial for CRM vendors • Currently, 50 mn operational SMBs (Small and Medium Businesses) contribute to xyz mn  Growing economic activities in the country is resulting in the SMBs witnessing an exponential growth • Indian SMBs are expected to grow at a1% • Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India  Increased competition in the market is forcing SMBs to adopt CRM solution to maintain their business standards, helping the vendors to increase sales CRM Adoption – SMBs (1/3) Some potential benefits of CRM implementation Benefits Description Text Text Text Text Text Text Text Text
  • 9CRM MARKET IN INDIA 2014.PPT SAMPLE CRM adoption by SMBs is facilitated by both private players and… CRM Adoption – SMBs (2/3) • Overall IT spend of the SMBs is expected to reach about INR B2 mn • Increased awareness and interest level of base-level SMBs in technology clearly indicates India's technological progress ~a1 mn b1 mn ~c1mn d1mnTechnology ready addressable market Technology ready addressable market Text Text Text Addressable Market SMB Segments Retail Professional Services Manufacturing Enterprises Hotels and Restaurants Education
  • 10CRM MARKET IN INDIA 2014.PPT Drivers and Challenges Drivers Improved Customer Relationship and Operational Improvement Global Competence Significant Cost Reduction Technologically Sound Manpower Challenges Implementation and Operational Cost Lack of Awareness of True Benefits
  • 11CRM MARKET IN INDIA 2014.PPT Enhancement of customer care operations and achievement of global standards are catalyzing CRM adoption Improved Customer Relationship and Operational Improvement Impact • Text • Text • Text • Text Global Competence Impact • Text • Text • Text • Text
  • 12CRM MARKET IN INDIA 2014.PPT Trends - Summary Rising Cloud-based CRM Adoption Demand for Transparency Introduction of Social CRM Emergence of Mobile CRM Key Trend s
  • 13CRM MARKET IN INDIA 2014.PPT India is becoming a promising market for mobile CRM owing to… Emergence of Mobile CRM (1/2) Increasing mobile devices boosts growth in mobile CRM • Mobile CRM on smartphone or tablet allows customers to view and update critical customer information from their CRM database in real-time • Mobile CRM is expected to witness a greater level of adoption with the growth in smartphones shipments in India  Continual decline in the minimum price points of ‘smart’ handheld devices is primarily aiding rise in Smartphone market penetration  Smartphone shipments in India is expected to increase by more than three-fold in 2015 from that of 2011 0 Q3 2013 a1 b1 Q3 2012 Units mn X% 0 Units mn d1 2015e Y% 2014e c1 Smartphone Shipment In India q-o-q basis Smartphone Shipment In India y-o-y basis
  • 14CRM MARKET IN INDIA 2014.PPT SAMPLE Social CRM Global Market Share (2013) I% P% N% L% E% K% A% B% F%G% H% M% C% D% J% e d c k j i o h g f b a n m l • Social CRM includes many platforms namely: Facebook , Twitter, linkedin , Youtube , Message Board and Blogs • Facebook and Twitter are two major platforms followed by Youtube and Linkedin • As social media’s importance is rising, firms are adopting ways to promote their CRM strategies through social and digital platforms • With customers voicing grievances on the Web even before approaching a company, firms are in a way compelled to embrace social CRM
  • 15CRM MARKET IN INDIA 2014.PPT SAMPLEA Vs B (Indian Market Overwiew) 0 INR bn 2014e b2 b1 2013e a2 a1 A B • A and B are the two major segments of the X service market in India • Due to an increase in the overall IT based expenditure in India the estimated spending on X services in India over the next five years is expected to be ~ INR a1 bn • Out of this total spending, A will occupy ~ x% • Out of all the X services in India, A represents the most mature section today, as a result of which more firms are inclined towards its adoption • Despite the introduction of other services in the market, A continues to be at the top followed by B • The Indian market has been growing at a steady pace over the past few years and will continue this trend during the coming years
  • 16CRM MARKET IN INDIA 2014.PPT SAMPLE Although CRM is being adopted by numerous verticals, the opportunities in all sectors are growing even more C • Text Scope of CRM in Key Sectors A • Text F • Text D • Text Information Technology Healthcare • Text • TextEB
  • 17CRM MARKET IN INDIA 2014.PPT Case Study 1 Case: ABC saves time, increases revenues using xyz SolutionRequirements Benefit • Text • Text• Text Technology Used Xyz software Client Organization IT Vendor ABC y Industry x
  • 18CRM MARKET IN INDIA 2014.PPT SAMPLEPorter’s Five Forces Analysis TEXT TEXT TEXT Impact High Impact Medium Impact High TEXT Impact Low TEXT Impact Low to Medium
  • 19CRM MARKET IN INDIA 2014.PPT Competitive Benchmarking (1/3) SAMPLEKey Ratios of 3 Major Private Companies – Operational Basis (FY 2013) (1/3) -100 -50 0 50 % S Ltd c1 c2 P LtdC Ltd b2b1 a2a1 Operating Margin Net Margin • C ltd has recorded operating margin of a1%, higher than S ltd and Pltd which has operating margin of b1% and c1% respectively in 2013 • C ltd has also recorded net margin of a2%, higher than than S ltd and Pltd which has operating margin of b2% and c2% respectively in 2013
  • 20CRM MARKET IN INDIA 2014.PPT SAMPLEKey Ratios of 3 Major Private Companies – Operational Basis (FY 2013) (2/3) Competitive Benchmarking (2/3) 0 20 40 60 % P Ltd c2 c1 S Ltd b2b1 C Ltd a2 a1 Return on Capital EmployedReturn on Equity 0 5 10 15 P Ltd z1 S Ltd y1 C ltd x1 Current Ratio • P ltd has recorded return on equity (ROE) of c1%, while C ltd and S ltd have recorded ROE of a1% and b1% respectively in 2013 implying P ltd is generating higher profit with the money shareholders have invested than others • P ltd has recorded return on capital employed (ROCE) of c2%, higher than both C ltd and S ltd which have recorded ROCE of a2% and b2% respectively • C ltd has recorded current ratio of x1 higher than that of S ltd and P ltd which recorded current ratio of y1 and z1 respectively implying C ltd is in a better position to pay for its short term debts
  • 21CRM MARKET IN INDIA 2014.PPT SAMPLEKey Ratios of 3 Major Private Companies – Operational Basis (FY 2013) (3/3) Competitive Benchmarking (3/3) 0.0 0.5 1.0 1.5 2.0 P Ltd z1 S Ltd y1 C Ltd x1 Asset Turnover Ratio • P ltd has recorded debtors turnover higher than C ltd and S ltd implying that P ltd is doing better as they are collecting money from their debtors in a faster pace • P ltd has recorded asset turnover ratio of z1 higher than C ltd and S ltd implying that P ltd is more efficiently using its assets in generating sales revenue 0 50 100 150 200 P Ltd c3 c2 c1 S Ltd b3b2b1 C Ltd a3a2a1 Debtors Turnover Ratio 201320122011
  • 22CRM MARKET IN INDIA 2014.PPT SAMPLE Key People Products and Services Company Information Offices and Centres – India Corporate Address Tel No. Fax No. Website Year of Incorporation Ticker Symbol Stock Exchange Public: Foreign Company – A Ltd. (1/4) Head OfficePune Name Designation Person President and CEO Person CFO Person Head of South West Asia Region and Regional Vice President Person Division President India Category Products/Services Products
  • 23 Financial Snapshot Key Ratios Financial Summary • The company earned a net profit of INR ‘d2’ bn in FY 20--, as compared to net profit of INR ‘c2’ bn in FY 20-- • The company reported total income of INR ‘d1’ bn in FY 20--, registering an increase of ‘p’% over FY 20-- • It earned an operating margin of ‘x.x’ per cent in FY 20--, an increase of ‘y.y’ percentage points over FY 20-- • The company reported debt to equity ratio of ‘w.w’ in FY 20--, an increase of ‘z.z’ per cent over FY 20-- Key Financial Performance Indicators Indicators Value (dd/mm/yyyy) Market Capitalization (INR mn) Total Enterprise Value (INR mn) EPS (INR) PE Ratio (Absolute) Particulars y-o-y change (20-- – -- ) 20-- 20-- 20-- 20-- Profitability Ratios Operating Margin Net Margin Profit Before Tax Margin Return on Equity Return on Capital Employed Return on Working Capital Return on Assets Return on Fixed Assets Cost Ratios Operating costs (% of Sales) Administration costs (% of Sales) Interest costs (% of Sales) Liquidity Ratios Current Ratio Cash Ratio Leverage Ratios Debt to Equity Ratio Debt to Capital Ratio Interest Coverage Ratio Efficiency Ratios Fixed Asset Turnover Asset Turnover Current Asset Turnover Working Capital Turnover Capital Employed Turnover Improved Decline Net Profit/LossTotal Income 0 2000 4000 6000 8000 0 50 100 150 200 INR mnINR mn 2013 d2 d1 2012 c2 c1 2011 b2 b1 2010 a2 a1 Public: Foreign Company – A Ltd. (2/4) CRM MARKET IN INDIA 2014.PPT
  • 24CRM MARKET IN INDIA 2014.PPT SAMPLEKey Business Segments Key Geographic Segments Business Highlights Description News Overview • Company A Ltd. is a provider of software and services for communications, media and entertainment industry service providers • Company with its CRM solution for the telecom sector made significant impact in the Indian market • It offers customer care, billing and order management systems for telecom, Internet services providers Launch • On , A ltd had announced the designing of a new complete cloud system • On , A ltd had introduced a new Wi-Fi Experience solution 100% 50% 0% 2013 100% Product 0% d1 2012 c3 c2 c1 2011 b3 b2 b1 2010 a3 a2 a1 2013 d3 d2 Region 2 Region 3 Region 1 Public: Foreign Company – A Ltd. (3/4)
  • 25CRM MARKET IN INDIA 2014.PPT SAMPLEPrivate: Foreign Company – A Ltd. – SWOT Analysis (4/4) Text Text TextText TO WS
  • 26CRM MARKET IN INDIA 2014.PPT SAMPLEPrivate: Foreign Company – B Pvt. Ltd. (1/5) Key People Products and Services Company Information Offices and Centres – India Category Products/Services Solutions Name Designation Person Executive Chairman and President Person Chief Executive Officer Person Chief Restructuring Officer and Director Person Chief Financial Officer and Chief Accounting Officer of CDC Corporation Corporate Address Tel No. Fax No. Website Year of Incorporation Head Office Bangalore
  • 27CRM MARKET IN INDIA 2014.PPT SAMPLEPrivate: Foreign Company – B Pvt. Ltd. (2/5) Shareholders of the Company dd/mm/yyyy Ownership Structure Name No. of Shares held Shareholder 1 a Shareholder 2 b Total xxxx 100.0%100.0%100.0% 2012 20132011 Segment
  • 28CRM MARKET IN INDIA 2014.PPT SAMPLE Particulars y-o-y change (2013-12) 2013 2012 2011 2010 Profitability Ratios Operating Margin Net Margin Profit Before Tax Margin Return on Equity Return on Capital Employed Return on Working Capital Return on Assets Return on Fixed Assets Cost Ratios Operating costs (% of Sales) Administration costs (% of Sales) Interest costs (% of Sales) Liquidity Ratios Current Ratio Cash Ratio Leverage Ratios Debt to Equity Ratio Debt to Capital Ratio Interest Coverage Ratio Efficiency Ratios Fixed Asset Turnover Asset Turnover Current Asset Turnover Working Capital Turnover Capital Employed Turnover Private: Foreign Company – B Pvt. Ltd. (3/5) Financial Snapshot Key Ratios Financial Summary • The company earned a net profit of INR d2 mn in FY 20--, as compared to net profit of INR c2 in FY 20-- • The company reported total income of INR d1 mn in FY 20--, registering a decrease of x% over FY 20-- • The company earned an operating margin of y% in FY 20--, registering an increase of “m” percentage points over FY 20-- • The company reported a current ratio of z% in FY 20--, registering an increase of “q%” over FY 20-- Improved Decline 0 INR mnINR mn 2013 d2 d1 2012 c2 c1 2011 b2 b1 2010 a2 a1 Net Profit/Loss Total Income
  • 29CRM MARKET IN INDIA 2014.PPT Business Highlights Private: Foreign Company – B Pvt. Ltd. (4/5) Description News Overview •B Pvt. Ltd. is a subsidiary of The B Group plc, a leading international supplier of business management software solutions and related products and services for small to mid-sized businesses •B software is the third biggest application vendor in the world with x mn customers worldwide •Its CRM products, A CRM, B CRM C and D are targeted at Indian SMBs •Its value added reseller (VAR) network is significant in India, offering customers local, on-spot support for the on-demand and on-premise CRM solutions Industries Catered •B Software has over 1000 customers in India for its CRM, ERP, Payroll and HRMS products across industries such as, xyz, pqr, abc,
  • 30CRM MARKET IN INDIA 2014.PPT Private: Foreign Company – B Ltd. – SWOT Analysis (5/5) Text Text TextText TO WS
  • 31CRM MARKET IN INDIA 2014.PPT SAMPLE Increase Affordability and Flexibility of CRM Solutions Strategy Adoption Area Offer Multi-Platform Social and Mobile CRM Solution Regional Growth Introduce Loyalty Programs and Increase Benefit Awareness Strategic Recommendations (1/2) • TEXT • TEXT • TEXT • Provide affordable and flexible CRM solutions • Integrate Social and Mobile CRM functionality into a single CRM solution • Introduce loyalty programs for CRM solutions • Increase awareness regarding CRM benefits among consumers
  • 32CRM MARKET IN INDIA 2014.PPT Thank you for the attention About Netscribes, Inc. Netscribes, Inc. is a knowledge-consulting and solutions firm with clientele across the globe. The company’s expertise spans areas of investment & business research, business & corporate intelligence, content-management services, and knowledge-software services. At its core lies a true value proposition that draws upon a vast knowledge base. Netscribes, Inc. is a one-stop shop designed to fulfil clients’ profitability and growth objectives. CRM Market – India report is part of Netscribes’ Technology Series. For any queries or customized research requirements, contact us at: Disclaimer: This report is published for general information only. Although high standards have been used in the preparation, “Netscribes” is not responsible for any loss or damage arising from use of this document. This document is the sole property of Netscribes and prior permission is required for guidelines on reproduction. Phone: +91 22 4098 7600 E-Mail: info@netscribes.com