1. Global Customer Relationship Management
(CRM) Market 2014-2018
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Published: June 2014
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2. Global Customer Relationship Management
(CRM) Market 2014-2018
Customer relationship management is a combination of organisational strategy,
information systems and technology that is focused on providing better customer
service. CRM is defined as a management philosophy that aims to create, develop
and enhance customer relationships, so as to maximise customer value, corporate
profitability and thus shareholders’ value.
A category of enterprise software, CRM covers a broad set of software applications
that helps businesses manage customer data and customer interaction, automate
sales, marketing and customer support functions and manage employee, vendor and
partner relationships. CRM enables businesses to gain actionable insights with a
back-end analytical engine.
It also helps businesses to see new opportunities with predictive analytics,
streamline operations and personalise customer service based on the customer’s
history and prior interactions. Analysts forecast the Global CRM market will grow at
a CAGR of 15.5 percent over the period 2013-2018.
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3. Global Customer Relationship Management
(CRM) Market 2014-2018
The Report recognizes the following companies as the key players in Global
Customer Relationship Management (CRM) Market: IBM Corp., Oracle Corp.,
Microsoft Corp., Salesforce.com Inc., SAP AG, Amdocs Ltd, Aplicor Inc., Aptean,
Acidaes Solutions Pvt. Ltd, FrontRange Solutions Inc., Infor Solutions , PK4 Software
Technologies Pvt. Ltd, Maximizer Software Inc., NetSuite Inc., Nuance
Communications Inc., Sage Business Solutions, Soffront Software Inc., SugarCRM,
Talisma Corporation Pvt. Ltd, Tour de force CRM Software, Zoho Corp.
The ease of deployment and usability of Cloud CRMs has encouraged SMBs to
implement CRM solutions. The need to be competitive and retain customers drives
SMBs to adopt e-business, social, and mobile technologies, all of which broadly fall
into the CRM domain. SMBs are increasingly investing in customer facing mobile
applications and mobile-friendly sites. This helps customers perform functions such
as scheduling appointments, making payments, and accessing customer service. The
need to manage the multi-channel touch points that companies rely on to reach
customers are also fuelling adoption.
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4. Global Customer Relationship Management
(CRM) Market 2014-2018
Covered in this Report
This report covers the present scenario and the growth prospects of the Global CRM
market for the period 2013-2018. To calculate the market size, the report considers
revenue generated from sales of CRM software. The revenue considered
encompasses the following:
Service and support
Sales
Marketing and
E-commerce.
It also presents the vendor landscape and a corresponding detailed analysis of the
top five vendors in the market. In addition, the report discusses the major drivers
that influence the growth of the Global CRM market. It also outlines the challenges
faced by vendors and the market at large, as well as the key trends that are emerging
in the market.
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relationship-management-crm-market-2014-2018.html .
5. Global Customer Relationship Management
(CRM) Market 2014-2018
Key Regions
North America
Europe
APAC
Latin America
MEA
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6. Global Customer Relationship Management
(CRM) Market 2014-2018
Key Vendors
IBM Corp.
Oracle Corp.
Microsoft Corp.
Salesforce.com Inc.
SAP AG
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7. Global Customer Relationship Management
(CRM) Market 2014-2018
Other Prominent Vendors
Amdocs Ltd
Aplicor Inc.
Aptean
Acidaes Solutions Pvt. Ltd
FrontRange Solutions Inc.
Infor Solutions
PK4 Software Technologies Pvt. Ltd
Maximizer Software Inc.
NetSuite Inc.
Nuance Communications Inc.
Sage Business Solutions
Soffront Software Inc.
SugarCRM
View all Vendors
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8. Global Customer Relationship Management
(CRM) Market 2014-2018
Key Market Driver
Phased Approach to CRM Implementation
Key Market Challenge
Absence of ROI Measurement System
Key Market Trend
Increasing Adoption by SMBs
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relationship-management-crm-market-2014-2018.html .
9. Global Customer Relationship Management
(CRM) Market 2014-2018
Key Questions Answered in this Report
What will the market size be in 2018 and what will the growth rate be?
What are the key market trends?
What is driving this market?
What are the challenges to market growth?
Who are the key vendors in this market space?
What are the market opportunities and threats faced by the key vendors?
What are the strengths and weaknesses of the key vendors?
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