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Customer Relationship Management & Social CRM Market (2013 - 2018) - brochure
 

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Customer Relationship Management & Social CRM Market report gives detailed analysis on global trends and forecasts, competitive landscape, geographical approach and analysis on VC’s and M&A’s ...

Customer Relationship Management & Social CRM Market report gives detailed analysis on global trends and forecasts, competitive landscape, geographical approach and analysis on VC’s and M&A’s related to this market.

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    Customer Relationship Management & Social CRM Market (2013 - 2018) - brochure Customer Relationship Management & Social CRM Market (2013 - 2018) - brochure Document Transcript

    • CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ANDSOCIAL CRM MARKETGlobal Advancements, Market ForecastsAnd Analysis (2013 - 2018)(Social Monitoring, Social Listening, Social Mapping,Social Middleware, Social Management, Social Measurements) -TC 1444 | 2013MarketsandMarketsNorth - Dominion Plaza,17304, Preston Road, Suite 800,Dallas, TX 75252, U.S.Tel. No.: 1-888-600-6441Email: sales@marketsandmarkets.comWebsite: www.marketsandmarkets.comR e p o r t D e s c r i p t i o nT a b l e o f C o n t e n t sL i s t o f T a b l e sR e l a t e d R e p o r t sA b o u t M a r k e t s a n d M a r k e t sS a m p l e T a b l e s
    • Report Descriptionwww.marketsandmarkets.comsales@marketsandmarkets.com2CRM has become a vital part for various functions across global the recognition of sharing ideas on a real time basis.enterprises. Advancements in Social CRM have made it faster, Enterprises are coming up with solutions for Social Monitoring,reachable and have also brought in vital information on Social Listening, Social Middleware, Social Management andbusiness analytics. Enterprises are adopting social CRM as an Social Measurement for providing the best in class customeradditional channel in the overall CRM software solutions. Social experience to the customers. Today, CRM is not limited only forCRM refers to a social layer on top of tradition CRM software increasing sales and improving marketing activities, but to bringsolutions; these solutions provide enterprises with several in more customer engagement with the enterprises.advantages including increased transparency, betterSome of the major vendors are SAP, Oracle, Salesforce.com,communication of business ideas and information, flexibilityAmdocs and IBM. Companies such as Lithium and Jive Inc. areand performance. Social CRM helps companies to establishmoving towards Social CRM market and many others havecustomer engagements and increase their brand presenceventured into it as well. MarketsandMarkets believes that theamong customers. Social CRM focuses on capturing theneed for increasing enterprise CRM needs, along with socialcustomer’s need and creating value for them in a transparentmedia boom is playing a pivotal role in shaping the future ofbusiness environment.emerging social CRM software. Social CRM solutions areMajor forces driving this market are the rising focus on bringing enterprises closer to their customers by utilizing thecustomer engagement, emerging SMEs, social platforms and prevailing social platforms.• To analyze the market structure by identifying various • To analyze opportunities in the CRM and Social CRMsub-segments in the CRM and Social CRM market market by identifying high growth segments in thismarket• To identify major trends and factors driving or inhibitingthe growth of the CRM and Social CRM market • To strategically profile key players in this market andcomprehensively analyze their products and core• To forecast the market size of CRM and Social CRMcompetencies in the marketmarket across various sub-segments, regions andverticals • To track and analyze competitive developments such asmergers and acquisitions, joint ventures and• To strategically analyze each submarket with respect tocollaborations, venture capital funding and the overallindividual growth trends and contribution to the overallcompetitive ecosystem in the global CRM and SocialCRM and Social CRM marketCRM marketReport DescriptionKey Take-awaysResearch OverviewPurpose and Scope• The study focuses on market forecast and future trends • The report comprises of leading industry players, theirof the overall CRM and Social CRM market analysis key innovations and strategies towards themarket• The study focuses on their sub segments based ondeployment types, software solution, applications, • The report also includes a forecast of the CRM andindustry verticals and regions Social CRM market for the next five yearsCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • www.marketsandmarkets.comReport Descriptionsales@marketsandmarkets.com3Research MethodologyThis research study is a result of thorough secondary and methods and proprietary market estimation models.primary research, followed by various data triangulationWe have used various secondary research sources such as The primary research for this report comprised researchdirectories, articles, blogs, whitepapers and paid databases interviews conducted with senior executives and/or managerssuch as OneSource, Hoovers and Factiva to identify and collect of various CRM and Social CRM providers. The survey andinformation for extensive technical and commercial study of the interviews were not just confined to Tier 1 players, but alsoCRM and Social CRM market. Key vendors in the CRM and included startups and prominent regional players to understandSocial CRM market ecosystem were identified and studied regional focus and adoption trends, apart from a generic globalindividually, to understand the business models, pricing models analysis. Respondents were led through a questionnaire toand their respective customer bases. This data was collated gather quantitative and qualitative inputs on their operations,and further scrutinized based on individual revenues, performance, strategies, revenues and views on the overallcontributions from various regions and verticals. Each market, including key developments and adoption trends.company was further studied to understand their respective Collated analysis and insights were shared, discussed andproduct offerings and features. validated by market players to ensure accuracy andauthenticity.Data from interviews was further consolidated, checked for • Top-Down: Upon estimation and validation of the mainconsistency and accuracy, and then collated into the market size, further segmentation was done based onMarketsandMarkets data model to arrive at the market consolidated inputs from key players, with respect tonumbers following a bottom-up and top-down approach. regional adoption trends, pervasiveness across differentverticals, type of end users and corresponding pricing• Bottom-Up: Individual company revenues and insightsmodels.from discussions were considered for sizing the market.This was further triangulated based on type ofcompanies, their individual offerings, revenuepercentage specific to the CRM and Social CRM market.This research report categorizes the CRM and Social CRM for On the basis of Solutions:forecasting the revenues and analyzing the trends in each of• Social Monitoringthe following sub-markets:• Social MappingOn the basis of Deployment Type:• Social Middleware• On Demand (SaaS and PaaS)• Social Management• On Premise• Social Measurement• HybridSecondary and Primary ResearchData Triangulation and ForecastingMarket OverviewMarkets CoveredCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • www.marketsandmarkets.comReport Descriptionsales@marketsandmarkets.com4On the basis ofApplications: • Consumer Goods and Retail• Marketing • Energy, Power and Utilities• Sales • Healthcare• Customer support and service • Oil and Gas• Others (Innovation, Collaboration, Customer • Telecom and ITExperience)On the basis of Region:On the basis of Users:• NorthAmerica (NA)• Small and Medium Businesses (SMB)• Europe (EU)• Enterprises• Middle-EastAfrica (MEA)• Asia-Pacific and Japan (APAC)On the basis of Verticals:• LatinAmerica (LA)• Academia and Government• Automotive,Transportation and Logistics• BFSICRM and Social CRM market can be segmented on the basis of application available nowadays. However, there are othertype of applications available in the market across different applications as well that are emerging, as new technologies arefunctions in any company. The figure given below lists the major being developed.Segment DefinitionsSegment Definitions• Social MarketingInsights• Rapid SocialMarketing Insights• Social CampaignTracking• Event Management• Social Sales Insights• Rapid Social SalesInsights• Proactive Social LeadGeneration• Social SupportInsights• Rapid SocialResponse• Peer to Peer SupportCRM Solutionsfor MarketingCRM Solutionsfor SalesCRM Solutions forService & SupportCRM AND SOCIAL CRMMARKET• Innovations• EnterpriseCollaboration• Customer ExperienceCRM Solutions forOther FunctionsCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • www.marketsandmarkets.comReport Descriptionsales@marketsandmarkets.com5Key Data Points Taken from Primary SourcesIndustry TrendsSocial media integration across CRM softwareEmerging SMBsHosted CRM software gaining increased adoptionCustomer service and support (CSS) is a part of a companys leverages and amplifies customer interaction through effectiveCRM department which deals with customers for their and efficient marketing. It includes marketing strategies such asresponses in real time basis such as the contact centre, the help direct marketing, web marketing, e-mail marketing etc. Theydesk, and the call management system. Enterprises are also helps in increasing response rates in marketing campaignsemploying customer service and support for increasing along with cost cutting on promotions and provide highercustomer satisfaction along with minimizing the costs involved. security on organizational investments.In the era of intense competition, it is required for a sales team Apart from major functions, there are some emerging areasto utilize best CRM tools to cope up with the pace. CRM where CRM and social CRM software are being utilized such asautomates processes for sales team, so that they could innovations, enterprise collaboration, extended collaboration,become collaborative and connected, quick and mobile, and and customer experiences. These functions will emerge out tohighly productive. become major part of the overall CRM market along with theemergence of the social CRM channel.CRM has magnified the scope of marketing for enterprises bysignificantly improving marketing functions and execution. ItAs social media is gaining traction, enterprises are focussing on collaborated across various social platforms such asintegrating social media with CRM software. Such integration Facebook, LinkedIn, Twitter, YouTube and others. This helpshelps enterprises to reach out to prospective customers directly enterprises establish their brand presence and increase loyaltyand encourages customer engagement. CRM software is being amongst customers.SMEs across regions are emerging at a very rapid rate, mostly in marketing, sales, and support applications across SMEs.Thein developing economies such as APAC and MEA. There is a Asia-Pacific region is all set to become the largest SME regionglobal trend that larger companies are downsizing and globally in the coming years. Due to CRM adoption acrossoutsourcing functions to SMEs for providing cost effective and SMBs, the industry is poised to grow at a healthy rate.efficient solutions.At the same time, there has been an increaseAs cloud adoption proliferates, CRM software solutions are also telecom and retail. The future is going to be optimistic for otherbeing hosted across various verticals, while the recent surge verticals as well. The increase in market share of SaaS CRM iswas along verticals such as financial services, insurance, directly credited to the increase in its value proposition.Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Table of Contentswww.marketsandmarkets.comsales@marketsandmarkets.com1. Introduction ................................................................................................................................221.1 Research Overview.........................................................................................................................................221.1.1 Purpose and scope....................................................................................................................................221.1.2 Report description......................................................................................................................................221.1.3 Key take-aways .........................................................................................................................................231.2 Research Methodology...................................................................................................................................241.2.1 Secondary and primary research...............................................................................................................241.2.2 Data triangulation and forecasting.............................................................................................................241.2.3 Forecast assumptions................................................................................................................................251.3 Market Overview..............................................................................................................................................261.3.1 Markets covered ........................................................................................................................................261.3.2 Segment definitions ...................................................................................................................................281.3.3 Industry trends...........................................................................................................................................291.3.3.1 Social media integration across CRM software..................................................................................291.3.3.2 Emerging SMBs..................................................................................................................................291.3.3.3 Hosted CRM software gaining increased adoption ............................................................................30Chapter Headings.................................................................................................................Page No3. Market Ecosystem and Dynamics...................................................................................................343.1 Market Ecosystem...........................................................................................................................................353.1.1 Mapping trends ..........................................................................................................................................363.1.2 Market players and roles ...........................................................................................................................363.2 Market Dynamics.............................................................................................................................................383.2.1 Drivers .....................................................................................................................................................383.2.1.1 Focus on customer engagement ........................................................................................................383.2.1.2 Emerging SMEs..................................................................................................................................383.2.1.3 Simplicity of CRM products and services ...........................................................................................393.2.2 Restraints and challenges .........................................................................................................................393.2.2.1 Security and privacy ...........................................................................................................................392. Executive Summary ..........................................................................................................................312.1 Abstract............................................................................................................................................................312.2 Overall Market Size – CRM .............................................................................................................................322.3 Overall Market Size – Social CRM..................................................................................................................336Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Table of Contentswww.marketsandmarkets.comsales@marketsandmarkets.com7Chapter Headings.................................................................................................................Page No3.2.2.2 Enterprise readiness...........................................................................................................................393.2.3 Opportunities .............................................................................................................................................403.2.3.1 Solutions for business specific problems............................................................................................403.2.3.2 Bring Your Own Device (BYOD) Ecosystem.......................................................................................403.2.4 Time impact analysis of dynamics .............................................................................................................404. CRM: Market Size and Forecast by Application.............................................................................554.1 Overview and Introduction.............................................................................................................................434.2 Customer Service And Support.....................................................................................................................454.2.1 Overview....................................................................................................................................................454.2.2 Market size and forecast by region............................................................................................................454.2.3 Market size and forecast by vertical ..........................................................................................................474.2.4 Market size and forecast by deployment ...................................................................................................504.3 Marketing .....................................................................................................................................................524.3.1 Overview....................................................................................................................................................524.3.2 Market size and forecast by region............................................................................................................524.3.3 Market size and forecast by vertical ..........................................................................................................554.3.4 Market size and forecast by deployment ...................................................................................................584.4 Sales .....................................................................................................................................................604.4.1 Overview....................................................................................................................................................604.4.2 Market size and forecast by region............................................................................................................604.4.3 Market size and forecast by vertical ..........................................................................................................624.4.4 Market size and forecast by deployment ...................................................................................................654.5 Other Applications (Innovations, Collaboration, Customer Experience) ..................................................674.5.1 Overview....................................................................................................................................................674.5.2 Market size and forecast by region............................................................................................................704.5.3 Market size and forecast by vertical ..........................................................................................................724.5.4 Market size and forecast by deployment ...................................................................................................74Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Table of Contentswww.marketsandmarkets.comsales@marketsandmarkets.com8Chapter Headings.................................................................................................................Page No6. Social CRM: Market Size and Forecast by Solutions ..................................................................1126.1 Overview And Introduction...........................................................................................................................1136.2 Social Monitoring And Social Listening......................................................................................................1166.2.1 Overview ...............................................................................................................................................1166.2.2 Market size and forecast by region ..........................................................................................................1166.3 Social Mapping ..............................................................................................................................................1196.3.1 Overview ...............................................................................................................................................1196.3.2 Market size and forecast by region ..........................................................................................................1196.4 Social Middleware .........................................................................................................................................1216.4.1 Overview ...............................................................................................................................................1216.4.2 Market size and forecast by region..........................................................................................................1216.5 Social Management.......................................................................................................................................1246.5.1 Overview ...............................................................................................................................................1246.5.2 Market size and forecast by region..........................................................................................................1245. CRM and Social CRM: Market Size and Forecast by Deployment Types....................................775.1 Overview And Introduction ............................................................................................................................785.2 Hosted .....................................................................................................................................................815.2.1 Overview....................................................................................................................................................815.2.2 Market size and forecast by region– CRM.................................................................................................815.2.3 Market size and forecast by vertical – CRM ..............................................................................................845.2.4 Market size and forecast by region – Social CRM.....................................................................................875.2.5 Market size and forecast by vertical– Social CRM ....................................................................................895.3 On-premise .....................................................................................................................................................915.3.1 Overview....................................................................................................................................................915.3.2 Market size and forecast by region – CRM................................................................................................925.3.3 Market Size and forecast by vertical – CRM..............................................................................................945.3.4 Market size and forecast by region – Social CRM.....................................................................................975.3.5 Market size and forecast by vertical – Social CRM ...................................................................................995.4 Hybrid ...................................................................................................................................................1015.4.1 Overview..................................................................................................................................................1015.4.2 Market size and forecast by region – CRM..............................................................................................1025.4.3 Market size and forecast by vertical – CRM ............................................................................................1045.4.4 Market size and forecast by region – Social CRM...................................................................................1075.4.5 Market size and forecast by vertical – Social CRM .................................................................................109Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Table of Contentswww.marketsandmarkets.comsales@marketsandmarkets.com9Chapter Headings.................................................................................................................Page No6.6 Social Measurement .....................................................................................................................................1266.6.1 Overview ...............................................................................................................................................1266.6.2 Market size and forecast by region..........................................................................................................1267. Social CRM: Market Size and Forecast by End-users.................................................................1297.1 Market Analysis by Verticals........................................................................................................................1307.1.1 Overview and introduction .......................................................................................................................1307.1.2 Academia and government......................................................................................................................1337.1.2.1 Overview...........................................................................................................................................1337.1.2.2 Market size and forecast by deployment ..........................................................................................1337.1.3 Automotive, transportation and logistics ..................................................................................................1367.1.3.1 Overview...........................................................................................................................................1367.1.3.2 Market size and forecast by deployment ..........................................................................................1367.1.4 Banking, Financial Services and Insurance (BFSI) .................................................................................1387.1.4.1 Overview...........................................................................................................................................1387.1.4.2 Market size and forecast by deployment ..........................................................................................1387.1.5 Consumer goods and retail......................................................................................................................1407.1.5.1 Overview...........................................................................................................................................1407.1.5.2 Market size and forecast by deployment ..........................................................................................1407.1.6 Energy, power and utilities.......................................................................................................................1427.1.6.1 Overview...........................................................................................................................................1427.1.6.2 Market size and forecast by deployment ..........................................................................................1427.1.7 Healthcare ...............................................................................................................................................1447.1.7.1 Overview...........................................................................................................................................1447.1.7.2 Market size and forecast by deployment ..........................................................................................1447.1.8 Oil and gas...............................................................................................................................................1467.1.8.1 Overview...........................................................................................................................................1467.1.8.2 Market size and forecast by deployment ..........................................................................................1467.1.9 Telecom and IT ........................................................................................................................................1487.1.9.1 Overview...........................................................................................................................................1487.1.9.2 Market size and forecast by deployment ..........................................................................................1487.2 Market Analysis by Company Size ..............................................................................................................1507.2.1 Overview and introduction .......................................................................................................................1507.2.2 Small and Medium Businesses (SMB) ....................................................................................................153Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Table of Contentswww.marketsandmarkets.comsales@marketsandmarkets.com10Chapter Headings.................................................................................................................Page No8. Social CRM: Market Size and Forecast by Regions ....................................................................1588.1 Overview and Introduction...........................................................................................................................1598.1.1 Parfait charts............................................................................................................................................1598.2 North America................................................................................................................................................1638.2.1 Overview..................................................................................................................................................1638.2.2 Market size and forecast by solutions......................................................................................................1638.3 Europe ...................................................................................................................................................1658.3.1 Overview..................................................................................................................................................1658.3.2 Market size and forecast by solutions......................................................................................................1658.4 Asia-Pacific and Japan (APAC)....................................................................................................................1688.4.1 Overview..................................................................................................................................................1688.4.2 Market size and forecast by solutions......................................................................................................1688.5 Middle East and Africa (MEA) ......................................................................................................................1708.5.1 Overview..................................................................................................................................................1708.5.2 Market size and forecast by solutions......................................................................................................1708.6 Latin America (LA) ........................................................................................................................................1738.6.1 Overview..................................................................................................................................................1738.6.2 Market size and forecast by solutions......................................................................................................1737.2.2.1 Overview...........................................................................................................................................1537.2.2.2 Market size and forecast by region...................................................................................................1537.2.3 Enterprises...............................................................................................................................................1557.2.3.1 Overview...........................................................................................................................................1557.2.3.2 Market size and forecast by region...................................................................................................1559. CRM and Social CRM: Market Analysis, Trends and Insights....................................................1769.1 Market Evolution ...........................................................................................................................................1769.1.1 Market uptake and disruption ..................................................................................................................1779.1.2 Lifecycle and chasm plots........................................................................................................................1789.2 Go To Market and Trends .............................................................................................................................1799.2.1 Go to market strategy ..............................................................................................................................1799.2.2 Adoption roadmaps..................................................................................................................................180Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Table of Contentswww.marketsandmarkets.comsales@marketsandmarkets.com11Chapter Headings.................................................................................................................Page No10. CRM and Social CRM: Competitive Landscape .........................................................................18110.1 Portfolio Comparison ...................................................................................................................................18110.1.1 Overview..................................................................................................................................................18110.1.2 Product category mapping.......................................................................................................................18110.2 Venture Capital (VC) Funding Analysis.......................................................................................................18210.2.1 Overview..................................................................................................................................................18210.2.2 Capital funding trends..............................................................................................................................18210.3 Mergers and Acquisitions (M&A).................................................................................................................18410.4 Social Reach..................................................................................................................................................18910.4.1 Social trends............................................................................................................................................18911. Company Profiles..........................................................................................................................190(Overview, Financials, Products & Services, Strategy, and Developments)*11.1 ACQUIA ...................................................................................................................................................19011.2 AMDOCS ...................................................................................................................................................19211.3 IBM ...................................................................................................................................................19611.4 JIVE SOFTWARE ...........................................................................................................................................20011.5 LITHIUM ...................................................................................................................................................20411.6 MICROSOFT...................................................................................................................................................20711.7 NETSUITE ...................................................................................................................................................21111.8 NIMBLE ...................................................................................................................................................21511.9 ORACLE ...................................................................................................................................................21711.10 PEGASYSTEMS.............................................................................................................................................22211.11 RAMCO SYSTEMS ........................................................................................................................................22511.12 SAGE ...................................................................................................................................................22911.13 SALESFORCE................................................................................................................................................23311.14 SAP ...................................................................................................................................................23811.15 SUGARCRM ...................................................................................................................................................24311.16 KEY INNOVATORS.........................................................................................................................................24611.16.1 ALLEGIANCE ..........................................................................................................................................24611.16.2 CONTACTUALLY.....................................................................................................................................24611.16.3 ITC INFOTECH........................................................................................................................................24611.16.4 NEARSTREAM........................................................................................................................................24711.16.5 NEXTPRINCIPLES..................................................................................................................................24711.16.6 TRACX ...................................................................................................................................................247*Details on Overview, Financials, Product & Services, Strategy, and Developments might not be captured in case ofunlisted companies.Customer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • List of Tableswww.marketsandmarkets.comsales@marketsandmarkets.com121 Forecast Assumptions....................................................................................................................................................252 Overall CRM Market Size, 2013 - 2018 ($Billion) ..........................................................................................................323 Overall Social CRM Market Size, 2013 - 2018 ($Billion) ...............................................................................................334 Time Impact Analysis of Dynamics ................................................................................................................................415 CRM Market Size, by Application, 2013 - 2018 ($Billion) ..............................................................................................436 CRM Market Size, by Application, by Proportion, 2013 - 2018 (Y-o-Y %)......................................................................447 CRM Market Size, by Application, 2013 - 2018 (Y-o-Y %).............................................................................................448 CRM Market Size, by Customer Service and Support, by Region, 2013 - 2018 ($Million)............................................469 CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 ($Million) ...........................................4710 CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 (Y-o-Y %)...........................................4811 CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 ($Billion).....................................5012 CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 (Y-o-Y %) ...................................5113 CRM Market Size, by Marketing, by Region, 2013 - 2018 ($Million) .............................................................................5214 CRM Market Size, by Marketing, by Region, 2013 - 2018 (Y-o-Y %) ............................................................................5315 CRM Market Size, by Marketing, by Vertical, 2013 - 2018 ($Million).............................................................................5516 CRM Market Size, by Marketing, by Vertical, 2013 - 2018 (Y-o-Y %)............................................................................5617 CRM Market Size, by Marketing, by Deployment, 2013 - 2018 ($Billion)......................................................................5818 CRM Market Size, by Marketing, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................................5919 CRM Market Size, by Sales, by Region, 2013 - 2018 ($Million)....................................................................................6020 CRM Market Size, by Sales, by Region, 2013 - 2018 (Y-o-Y %) ...................................................................................6121 CRM Market Size, by Sales, by Vertical, 2013 - 2018 ($Million)....................................................................................6222 CRM Market Size, by Sales, by Vertical, 2013 - 2018 (Y-o-Y %)...................................................................................6323 CRM Market Size, by Sales, by Deployment, 2013 - 2018 ($Billion).............................................................................6524 CRM Market Size, by Sales, by Deployment, 2013 - 2018 (Y-o-Y %) ...........................................................................6625 CRM Market Size, by Other Applications, 2013 - 2018 ($Billion)...................................................................................6826 CRM Market Size, by Other Applications, 2013 - 2018 (Y-o-Y %) .................................................................................6827 CRM Market Size, by Other Applications, by Region, 2013 - 2018 ($Million)................................................................7028 CRM Market Size, by Other Applications, by Region, 2013 - 2018 (Y-o-Y %)...............................................................7129 CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 ($Million) ...............................................................7230 CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................7331 CRM Market Revenue by Other Applications, by Deployment, 2013 - 2018 ($Billion) ..................................................7532 CRM Market Size, by Other Applications, by Deployment, 2013 - 2018 (Y-o-Y %) .......................................................7533 CRM Market Size, by Type of Deployment, 2013 - 2018 ($Billion)................................................................................7834 Social CRM Market Size, by Type of Deployment, 2013 - 2018 ($Billion) .....................................................................7935 CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %) ..............................................................................7936 Social CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %)....................................................................80Table Titles ..........................................................................................................................Page NoCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • List of Tableswww.marketsandmarkets.comsales@marketsandmarkets.com1337 CRM Market Size, by Hosted, by Region, 2013 - 2018 ($Million)..................................................................................8238 CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %).................................................................................8339 CRM Market Size, by Hosted, by Vertical, 2013 - 2018 ($Million) .................................................................................8440 CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %) ................................................................................8541 Social CRM Market Size, by Hosted, by Region, 2013 - 2018 ($Million).......................................................................8742 Social CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %)......................................................................8843 Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 ($Million) ......................................................................8944 Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %)......................................................................9045 CRM Market Size, by On-premise, by Region, 2013 - 2018 ($Million) ..........................................................................9246 CRM Market Size, by On-premise, by Region, 2013 - 2018 (Y-o-Y %) .........................................................................9347 CRM Market Size, by On-premise, by Vertical, 2013 - 2018 ($Million)..........................................................................9448 CRM Market Size, by On-premise, by Vertical, 2013 - 2018 (Y-o-Y %).........................................................................9549 Social CRM Market Size, by On-premise, by Region, 2013 - 2018 ($Million) ...............................................................9750 Social CRM Market Size, by On-premise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................9851 Social CRM Market Size, by On-premise, by Vertical, 2013 - 2018 ($Million)...............................................................9952 Social CRM Market Size, by On-premise, by Vertical, 2013 - 2018 (Y-o-Y %) ............................................................10053 CRM Market Size, by Hybrid, by Region, 2013 - 2018 ($Million).................................................................................10254 CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %)................................................................................10355 CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 ($Million) ................................................................................10456 CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) ...............................................................................10557 Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 ($Million)......................................................................10758 Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %).....................................................................10859 Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 ($Million) .....................................................................10960 Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %).....................................................................11061 Social CRM Market Size, by Solutions, 2013 - 2018 ($Million)....................................................................................11362 Social CRM Market Size, by Solutions, by Proportion, 2013 - 2018 (%) .....................................................................11463 Social CRM Market Size, by Software Solutions,2013 - 2018 (Y-o-Y %).....................................................................11564 Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 ($Million)....................11765 Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 (Y-o-Y %)...................11866 Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 ($Million)........................................................11967 Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 (Y-o-Y %).......................................................12068 Social CRM Market Size, by Social Middleware, by Region, 2013 - 2018 ($Million)...................................................12269 Social CRM Market Revenue by Social Middleware, by Region, 2013 - 2018 (y-0-y %).............................................12370 Social CRM Market Revenue by Social Management, by Region, 2013 - 2018 ($Million)..........................................12471 Social CRM Market Size, by Social Management, by Region, 2013 - 2018 (Y-o-Y %)................................................12572 Social CRM Market Size, by Social Measurement, by Region, 2013 - 2018 ($Million) ...............................................127Table Titles ..........................................................................................................................Page NoCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • List of Tableswww.marketsandmarkets.comsales@marketsandmarkets.com1473 Social CRM Market Size, by Social Measurement, by Region, 2013 - 2018 (Y-o-Y %)...............................................12874 Social CRM Market Size, by Verticals, 2013 - 2018 ($Million).....................................................................................13075 Social CRM Market Size, by Verticals, by Proportion, 2013 - 2018 (%) ......................................................................13176 Social CRM Market Size, by Verticals, 2013 - 2018 (Y-o-Y %)....................................................................................13277 Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 ($Million) ......................13478 Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 (Y-o-Y %)......................13579 Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 ($Million)........13680 Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 (Y-o-Y %).......13781 Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 ($Million)..........................................................13882 Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 (Y-o-Y %) .........................................................13983 Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 ($Million)...........................14084 Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 (Y-o-Y %) ..........................14185 Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 ($Million) .............................14386 Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 (Y-o-Y %).............................14387 Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 ($Million).......................................................14588 Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 (Y-o-Y %) ......................................................14589 Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 ($Million) .....................................................14790 Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................14791 Social CRM Market Size, by Telecom and IT, by Deployment, 2013 - 2018 ($Million) ................................................14992 Social CRM Market Size, by Telecom and IT, by Deployment, 2013 - 2018 (Y-o-Y %) ...............................................14993 Social CRM Market Size, by Company Size, 2013 - 2018 ($Million)...........................................................................15194 Social CRM Market Revenue by Company Size, by Proportion, 2013 - 2018 (%) ......................................................15195 Social CRM Market Size, by Company Size, 2013 - 2018 (Y-o-Y %) ..........................................................................15296 Social CRM Market Revenue by SMB, by Region, 2013 - 2018 ($Million)..................................................................15397 Social CRM Market Size, by SMB, by Region, 2013 - 2018 (Y-o-Y %)........................................................................15498 Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 ($Million)................................................................15699 Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................157100 Social CRM Market Size, by Regions, 2013 - 2018 ($Million) .....................................................................................160101 Social CRM Market Size, by Regions, by Proportion, 2013 - 2018 (%).......................................................................161102 Social CRM Market Size, by Regions, 2013 - 2018 (Y-o-Y %) ....................................................................................162103 Social CRM Market Size, by North America, by Solutions, 2013 - 2018 ($Million)......................................................163104 Social CRM Market Size, by North America, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................164105 Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 ($Million) .................................................................166106 Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 (Y-o-Y %) ..................................................................67107 Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 ($Million) ...................................................................168108 Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 (Y-o-Y %)...................................................................169Table Titles ..........................................................................................................................Page NoCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • List of Tableswww.marketsandmarkets.comsales@marketsandmarkets.com15109 Social CRM Market Size, by Mea, by Solutions, 2013 - 2018 ($Million)......................................................................171110 Social CRM Market Size, by Mea, by Solutions, 2013 - 2018 (Y-o-Y %).....................................................................172111 Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 ($Million).......................................................173112 Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 (Y-o-Y %) ......................................................174113 CRM Market Venture Capital (vc) Funding ..................................................................................................................182114 CRM Market Mergers and Acquisitions (M&A) ............................................................................................................184115 Amdocs: Revenue, 2011 - 2012 ($Million) ...................................................................................................................193116 Amdocs: Revenue by Region, 2011 - 2012 ($Million)..................................................................................................194117 Ibm: Revenue, 2011 - 2012 ($Million) ..........................................................................................................................197118 Ibm: Revenue by Segment, 2011 - 2012 ($Million)......................................................................................................198119 Ibm: Revenue by Region, 2011 - 2012 ($Million).........................................................................................................198120 Jive Software: Revenue, 2011 - 2012 ($Million) ..........................................................................................................201121 Jive Software: Revenue by Segment, 2011 - 2012 ($Million) ......................................................................................202122 Microsoft: Revenue, 2011 - 2012 ($Million) .................................................................................................................208123 Microsoft: Revenue by Segment, 2011 - 2012 ($Million) .............................................................................................208124 Microsoft: Revenue by Region, 2011 - 2012 ($Million) ................................................................................................209125 Netsuite: Revenue, 2011 - 2012 ($Million)...................................................................................................................212126 Netsuite: Revenue by Segment, 2011 - 2012 ($Million)...............................................................................................213127 Netsuite: Revenue, by Region, 2011 - 2012 ($Million).................................................................................................213128 Oracle: Revenue, 2011 - 2012 ($Million) .....................................................................................................................219129 Oracle: Revenue by Segment, 2011 - 2012 ($Million) .................................................................................................219130 Oracle: Revenue by Region, 2011 - 2012 ($Million) ....................................................................................................220131 Pegasystems: Revenue, 2011 - 2012 ($Million) ..........................................................................................................223132 Ramco Systems: Revenue, 2011 - 2012 ($Million)......................................................................................................226133 Ramco Systems: Revenue by Region, 2012 ($Million)................................................................................................227134 Sage: Revenue, 2011 - 2012 ($Million)........................................................................................................................230135 Sage: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ............................................................................230136 Sage: Revenue by Region, 2011 - 2012 ($Million) ......................................................................................................231137 Salesforce: Revenue, 2011 - 2012 ($Million) ...............................................................................................................235138 Salesforce: Revenue by Business Unit Segment, 2011 - 2012 ($Million)....................................................................235139 Salesforce: Revenue by Region, 2011 - 2012 ($Million)..............................................................................................236140 Sap: Revenue, 2011 - 2012 ($Million)..........................................................................................................................240141 Sap: Revenue by Business Unit Segment, 2011 - 2012 ($Million) ..............................................................................240142 Sap: Revenue by Region, 2011 - 2012 ($Million) ........................................................................................................241Table Titles ..........................................................................................................................Page NoCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • List of Figureswww.marketsandmarkets.comsales@marketsandmarkets.com161 Segment Definitions.......................................................................................................................................................282 Overall Customer Relationship Management Market Size, 2013 - 2018 ($Billion)........................................................323 Overall Social Customer Relationship Management Market Size, 2013 - 2018 ($Billion) .............................................334 CRM and Social CRM Market Ecosystem .....................................................................................................................355 Market Players and Roles..............................................................................................................................................376 CRM Market Size, by Application, 2013 - 2018 (Y-o-Y %).............................................................................................457 CRM Market Size, by Customer Service and Support, by Vertical, 2013 - 2018 (Y-o-Y %)...........................................498 CRM Market Size, by Customer Service and Support, by Deployment, 2013 - 2018 (Y-o-Y %) ...................................519 CRM Market Size, by Marketing, by Region, 2013 - 2018 (Y-o-Y %) ............................................................................5410 CRM Market Size, by Marketing, by Vertical, 2013 - 2018 (Y-o-Y %)............................................................................5711 CRM Market Size, by Marketing, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................................5912 CRM Market Size, by Sales, by Region, 2013 - 2018 (Y-o-Y %) ...................................................................................6113 CRM Market Size, by Sales, by Vertical, 2013 - 2018 (Y-o-Y %)...................................................................................6414 CRM Market Size, by Sales, by Deployment, 2013 - 2018 (Y-o-Y %) ...........................................................................6615 CRM Market Size, by Other Applications, 2013 - 2018 (Y-o-Y %) .................................................................................6916 CRM Market Size, by Other Applications, by Region, 2013 - 2018 (Y-o-Y %)...............................................................7117 CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................7418 CRM Market Size, by Other Applications, by Vertical, 2013 - 2018 (Y-o-Y %)...............................................................7619 CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %) ..............................................................................8020 Social CRM Market Size, by Type of Deployment, 2013 - 2018 (Y-o-Y %)....................................................................8121 CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %).................................................................................8322 CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %) ................................................................................8623 Social CRM Market Size, by Hosted, by Region, 2013 - 2018 (Y-o-Y %)......................................................................8824 Social CRM Market Size, by Hosted, by Vertical, 2013 - 2018 (Y-o-Y %)......................................................................9125 CRM Market Size, by on-premise, by Region, 2013 - 2018 (Y-o-Y %) ..........................................................................9326 CRM Market Size, by on-premise, by Vertical, 2013 - 2018 (Y-o-Y %)..........................................................................9627 Social CRM Market Size, by on-premise, by Region, 2013 - 2018 (Y-o-Y %) ...............................................................9828 Social CRM Market Size, by on-premise, by Vertical, 2013 - 2018 (Y-o-Y %).............................................................10129 CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %)................................................................................10330 CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) ...............................................................................10631 Social CRM Market Size, by Hybrid, by Region, 2013 - 2018 (Y-o-Y %).....................................................................10832 Social CRM Market Size, by Hybrid, by Vertical, 2013 - 2018 (Y-o-Y %) .....................................................................11133 Social CRM Market Size, by Solutions, 2013 - 2018 (Y-o-Y %) ...................................................................................11534 Social CRM Market Size, by Social Monitoring and Social Listening, by Region, 2013 - 2018 (Y-o-Y %)...................11835 Social CRM Market Size, by Social Mapping, by Region, 2013 - 2018 (Y-o-Y %).......................................................12136 Social CRM Market Size, by Social Middleware, by Region, 2013 - 2018 (y-0-y %)...................................................123Figure Titles ..........................................................................................................................Page NoCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • List of Figureswww.marketsandmarkets.comsales@marketsandmarkets.com1737 Social CRM Market Size, by Social Management, by Region, 2013 - 2018 (Y-o-Y %)................................................12638 Social CRM Market Size, by Social MEAsurement, by Region, 2013 - 2018 (Y-o-Y %)..............................................12839 Social CRM Market Size, by Verticals, 2013 - 2018 (Y-o-Y %)....................................................................................13340 Social CRM Market Revenue by Academia and Government, by Deployment, 2013 - 2018 (Y-o-Y %)......................13541 Social CRM Market Size, by Automotive, Transportation and Logistics, by Deployment, 2013 - 2018 (Y-o-Y %).......13742 Social CRM Market Revenue by BFSI, by Deployment, 2013 - 2018 (Y-o-Y %) .........................................................13943 Social CRM Market Size, by Consumer Goods and Retail, by Deployment, 2013 - 2018 (Y-o-Y %) ..........................14244 Social CRM Market Size, by Energy, Power and Utilities, by Deployment, 2013 - 2018 (Y-o-Y %).............................14445 Social CRM Market Size, by Healthcare, by Deployment, 2013 - 2018 (Y-o-Y %) ......................................................14646 Social CRM Market Size, by Oil and Gas, by Deployment, 2013 - 2018 (Y-o-Y %).....................................................14847 Social CRM Market Size, by Telecom and It, by Deployment, 2013 - 2018 (Y-o-Y %) ................................................15048 Social CRM Market Size, by Company Size, 2013 - 2018 (Y-o-Y %) ..........................................................................15249 Social CRM Market Size, by SMB, by Region, 2013 - 2018 (Y-o-Y %)........................................................................15550 Social CRM Market Size, by Enterprise, by Region, 2013 - 2018 (Y-o-Y %)...............................................................15751 Parfait Charts of Social CRM Market Size, by Region, 2013 - 2018 ($Billion).............................................................15952 Social CRM Market Size, by Regions, 2013 - 2018 (Y-o-Y %) ....................................................................................16253 Social CRM Market Size, by North America, by Solutions, 2013 - 2018 (Y-o-Y %) .....................................................16554 Social CRM Market Size, by Europe, by Solutions, 2013 - 2018 (Y-o-Y %) ................................................................16755 Social CRM Market Size, by APAC, by Solutions, 2013 - 2018 (Y-o-Y %)...................................................................17056 Social CRM Market Size, by MEA, by Solutions, 2013 - 2018 (Y-o-Y %) ....................................................................17257 Social CRM Market Size, by Latin America, by Solutions, 2013 - 2018 (Y-o-Y %) ......................................................17558 Evolution of CRM Solutions .........................................................................................................................................17659 CRM Market Disruption................................................................................................................................................17760 Social CRM Market Chasm Plot ..................................................................................................................................17861 Go To Market Strategy .................................................................................................................................................17962 Adoption Roadmaps ....................................................................................................................................................18063 Portfolio Comparison ...................................................................................................................................................18164 Social Trends ...............................................................................................................................................................189Figure Titles ..........................................................................................................................Page NoCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
    • Sample Tableswww.marketsandmarkets.comsales@marketsandmarkets.com18201520152015201620162016CAGR% (2013-2018)CAGR% (2013-2018)CAGR% (2013-2018)Social CRM Market Size, By Solutions, 2013 – 2018 ($Million)CRM Market Size, By Customer Service and Support, By Region, 2013 – 2018 ($Million)CRM Market Size, By Customer Service and Support, By Deployment, 2013 – 2018 (Y-O-Y %)SolutionsRegionDeploymentSocial MonitoringSocial MappingSocial MiddlewareSocial ManagementSocial MeasurementTotalNorth AmericaEuropeLatin AmericaAsia-PacificMEATotalHostedOn-PremiseHybridTotal201720172017201320132013201820182018201420142014Sample TablesSample TablesSample TablesCustomer Relationship Management (CRM) & Social CRM MarketGlobal Advancements, Market Forecasts & Analysis (2013 – 2018)TC 1444 | 2013
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