Market Research Report : CRM Market in India 2011


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Organizations today consider customers to be assets. Thus, enhancing customer satisfaction & relationship is their current focus for majority of the companies globally. India is no exception to this. With one of the largest customer bases in the world, Indian firms across verticals such as Automobile, Banking, Financial Services & Insurance (BFSI), Healthcare, Retail etc are focusing more on customers over products. Customer Relationship Management (CRM) enables organizations to achieve excellence in customer relations efficiently & effectively.
The report begins with an ‘Introduction’ section providing an overall view regarding CRM, how CRM benefits an organization and a representation of basic CRM framework showing its operation. It highlights some of the essential features of an ideal CRM solution in the ‘Features of an Ideal CRM’ sub-section. The primary modules and types of CRM are discussed along with special emphasis on Social CRM. The section closes with CRM adoption process detailing the five basic steps of CRM adoption.
It is followed by the section ‘Market Overview’ where current market size of CRM in India, focus area, type of CRM adopted have been mentioned. Opportunities in various industry verticals are detailed in ‘Scope of CRM in Various Sectors’ section covering Automobile, Banking, Financial Services & Insurance (BFSI), Healthcare, Information Technology, Retail and Telecom industry. Next ‘CRM adoption amongst Small & Medium Businesses (SMBs)’ is discussed with details regarding domestic SMBs, their IT spending along with benefits that can be derived by SMBs embracing CRM solutions. Also the various aspects facilitating and hindering adoption of CRM & other IT solutions amongst the SMBs are mentioned in the same section. The section ends with emphasis on cloud computing with overall market size, types of cloud solutions, major cloud based CRM solution providers in the category of System Integrators (SI) & Independent Software Vendors (ISV).

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Market Research Report : CRM Market in India 2011

  1. 1. CRM Market in IndiaSeptember 2011
  2. 2. Executive Summary • Current CRM market size in India is approximately INR a1 bn It is estimated to grow to over INR b1 bn at a CAGR of c1% by 20-- Market Product1 or product2 market size in India is over INR d1 mn & expected to grow with the increase in number of SMBs adopting solution5 Drivers: Challenges: Improved Customer Relationship & Implementation & Operational Cost Drivers &Challenges Operational Improvement Global Competence L E Lack of Awareness of True Benefits MP Significant Cost Reduction Technologically Sound Manpower Trends SA Evolution of newer and better CRM solutions with dynamic features are gaining rapid acceptance in the market Advent in technology1 has resulted in development of feature rich prorduct1 and prorduct12 which facilitate activity1 CRM Players in IndiaCompetition company1 company2 company3 company4 company5 company6 company7 company8 CRM MARKET IN INDIA - 2011.PPT 2
  3. 3. •Introduction•Market Overview Scope of CRM CRM in SMBs Cloud Solutions•Drivers and Challenges•CRM Selection Criteria•Major CRM Players•Major CRM Users•Key Trends & Development•Case Studies•Strategic Recommendation CRM MARKET IN INDIA - 2011.PPT 3
  4. 4. IntroductionWhat is CRM?•Customer Relationship Management is an enterprise software & hardware setup which effectively records, manages & tracks customer related information L E•It is an organization-wide operations strategy including customer-interface departments & other departments MP•The overall aim is to find, attract, and acquire new clients, nurture and retain the customers the company already has, win former clients back, and reduce the costs of marketing and client service SA•CRM has multiple modules which can be offered separately to cater the individual & specific need of a company or collectively to offer a complete CRM solution Advantages of CRM • Advantage1 • Advantage2 • Advantage3 • advantage4 CRM MARKET IN INDIA - 2011.PPT 4
  5. 5. CRM is easy to implement, integrate & use and it offersfeature1, feature2, feature3 …Features of an Ideal CRM (1/2) • aaaaaaaaaaaaaaaaaaaaaa Feature4 • Bbbbbbbbbbbbbbbbbbb • cccccccccccccccccccccccc Feature5 • ddddddddddddddddddd • eeeeeeeeeeeeeeeeeeee L E MP Feature6 • gggggggggggggggggggggg SA • ffffffffffffffffffffffffffffffffff • hhhhhhhhhhhhhhhhhhh Feature7 • jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj CRM MARKET IN INDIA - 2011.PPT 5
  6. 6. CRM Adoption Process • aaaaaaaaaaaaaaaaaaaa Step 1 • bbbbbbbbbbbbbbbbb • ccccccccccccccccccccc • ddddddddddddddddd Step 2 • eeeeeeeeeeeeeeeeee Step 3 L E • ffffffffffffffffffffffffffffff P • gggggggggggggggggggg AM S • hhhhhhhhhhhhhhhhh Step 4 • jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj • kkkkkkkkkkkkkkkkkkkk • ppppppppppppppppp Step 5 • qqqqqqqqqqqqqqqqq CRM MARKET IN INDIA - 2011.PPT 6
  7. 7. In India, solution1 have higher traction than solution2 unlikenations such as country1, country2Market Overview – India• Current CRM market size in India is approximately INR a1 bn It is estimated to grow to over INR b1 bn at a CAGR of c1% by 20--• Over the years CRM has evolved from type1 to type2 in India• CRM implementations in India are more focused on aspect1 & aspect2 Though nations such as country3, country4 etc are embracing solution3, adoption trend of traditional solution4 is still high in India E• Product1 or product2 market size in India is over INR d1 mn & expected to grow with the increase in number of SMBs L adopting solution5• Vendor1, vendor2 & vendor3 are the major implemented CRM solutions followed by vendor4, vendor5, vendor6 MP A CRM Market Size & Growth - India 150 100 S Y1% z3 z4 50 z2 z1 0 20-- 20-- 20-- 20-- CRM MARKET IN INDIA - 2011.PPT 7
  8. 8. Large presence of SMBs in India proves to be highlybeneficial for CRM vendorsCRM Adoption - SMBs• Currently, x1 mn operational SMBs (Small and Medium Businesses) contribute to x2% of the overall industrial L E output, x3% of total exports and provides employment to around y mn people in the country Growing economic activities in the country is resulting in the SMBs to witness an exponential growth. SMBs are expected to contribute P x4% of India’s GDP by 20-- as compared to x5% in 20--• Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India AM Increased competition in the organized space is forcing SMBs to adopt CRM solutions in their business so as to maintain the competitive standards which in turn is providing a fertile market for the vendors S• Overall, IT spend of the SMBs registered a growth of y1% over the previous quarter to reach a value of INR z bn in the first quarter of 20-- Some potential benefits of CRM implementation Benefits DescriptionBenefits1 pppppppppppppBenefits2 qqqqqqqqqqqqqBenefits3 rrrrrrrrrrrrrrrrrrrBenefits4 sssssssssssssssssss CRM MARKET IN INDIA - 2011.PPT 8
  9. 9. Cloud Computing is catching up with the on-premises …Key Cloud Based Trends (1/2)•Cloud Computing market growth is expected at a CAGR of sol1e1% from $e2 billion in 20-- to $e3 billion in 20-- globally LE•In 20--, the largest segment of the cloud computing market, Psol4, accounts for e4% of the total market’s revenue Cloud M•Aspect1, Aspect2, and Aspect3 accounts for approximately Computing Ae5% of total sol5 market revenue S•The sol6 and sol7 markets currently hold a small share of thecloud computing services market. However, it is expected togrow moderately due to their flexibility and cost effectiveness sol2 sol3 • sol9 means element1, instead of purchasing element2, outsource these element3 from element4 sol8 • sol10 involved delivering element5 and technology for computing, power, system as off premises on demand services rather than dedicated as onsite resources CRM MARKET IN INDIA - 2011.PPT 9
  10. 10. Drivers & Challenges Drivers Challenges Improved Customer Relationship & Implementation & Operational Cost Operational Improvement Global Competence Lack of Awareness of True Benefits Significant Cost Reduction Technologically Sound Manpower CRM MARKET IN INDIA - 2011.PPT 10
  11. 11. CRM Selection Criteria (1/2) Criterion 1 • aaaaaaaaa • bbbbbbbb Criterion 2 • ccccccccc • dddddddd Deciding Factors • eeeeeeee Criterion 3 • fffffffffffff • ggggggggg • hhhhhhhh • jjjjjjjjjjjjjjjjjj SAMPLE CRM MARKET IN INDIA - 2011.PPT 11
  12. 12. Major CRM Vendors (1/14)Company Snapshot: Y12Corporate Information Business HighlightsHead Quarters City, Country E • aaaaaaaa L bbbbbbbb PIndustry IT Consulting and Other Services • ccccccccccClassificationRevenueNo. of. INR m bn AM S nEmployees Key ContactsMr. x Ms. Nidhi M. Mr. Sujit E.X X XProfessional History Professional History Professional HistoryX X XOther Other OtherX X X CRM MARKET IN INDIA - 2011.PPT 12
  13. 13. Major CRM Users - India Sector1 Company11, Company12, Company13, Company14, Company15 Sector2 Company21, Company22, Company23, Company24, Company25 L E P Sector3 Company31, Company32, Company33, Company34, Company35 AM S Sector4 Company41, Company42, Company43, Company44, Company45 Sector5 Company51, Company52, Company53, Company54, Company55 Sector6 Company61, Company62, Company63, Company64, Company65 CRM MARKET IN INDIA - 2011.PPT 13
  14. 14. Trends in the CRM market is largely driven by trend1,trend2 & trend3Key Trends & Development Developments Description • aaaaaaa Trend4 • bbbbbb • ccccc Trend5 • dddd • eeeee Trend6 • ffffffffff • gggggggg Trend7 • hhhhhhh SAMPLE CRM MARKET IN INDIA - 2011.PPT 14
  15. 15. Case Study Client Organization Industry IT Vendor aaaaa bbbbb cccccc Case: ddddddddd Requirements Solution Benefit L E • eeeeeeee • fffffffffffffff MP • hhhhhh • iiiiiiiiiii • jjjjjjjiiiijjjj • Kkkkkkkk A • ggggggggg • lllllllllllllll S Technology Used mmmmm, nnnnnnn, ppppppp CRM MARKET IN INDIA - 2011.PPT 15
  16. 16. Strategic Recommendations (2/2) • aaaaaa • bbbbbb • xxxxxxxxxx L E PRecommendationc1 • yyyyyyyyyy M • zzzzzzzzzz SA CRM MARKET IN INDIA - 2011.PPT 16
  17. 17. Thank you for the attentionThe CRM Market in India report is a part of Research on India’s Information Technology Series.For more detailed information or customized research requirements please contact:Kalyan Banga Our other offerings in the IT Series:Phone: +91 33 4064 6215 •ERP Market in India 2011E-Mail: •Enterprise Mobility Market in India 2011 •Tablet PC market in India 2011 •Cloud Computing Market in India 2011Gagan Uppal •ICT Adoption in Healthcare Industry India 2011Phone: +91 22 4098 7530 •ICT Adoption in Manufacturing Sector in India 2011E-Mail: •ICT Adoption in Education Sector in IndiaResearch on India is a product of Netscribes (India) Pvt. Ltd. Research on India is dedicated to disseminating information and providing quickinsights on “hot” industries in India and other emerging markets. Track our new releases and major updates in these industries onAbout NetscribesNetscribes 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 is a one-stop shop designed to fulfil clients’ profitability and growth objectives.Disclaimer: This report is published for general information only. Although high standards have been used the preparation, Research on India, Netscribes (India) Pvt. Ltd.or “Netscribes” is not responsible for any loss or damage arising from use of this document. This document is the sole property of Netscribes (India) Pvt. Ltd. and priorpermission is required for guidelines on reproduction. CRM MARKET IN INDIA - 2011.PPT 17