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Market Research Report : CRM market in india 2013


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The new report, ‘CRM Market in India’, states that over the years CRM has evolved from point solution to 360 degree enterprise-wide initiative in India. As of now, CRM implementation in India is mainly focused on marketing & campaign management. CRM market is witnessing a steady growth with an increasing trend of expenditure on CRM across the world. In India, on-premise solutions have higher traction than cloud solutions unlike developed nations such as United States and United Kingdom.

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Market Research Report : CRM market in india 2013

  1. 1. CRM Market IndiaCRM Market ‐ India May 2013
  2. 2. Executive SummaryMarket CRM market in India is valued at around INR xx bn in 2012 and is estimated to grow at a CAGR of around xx% between 20‐‐ to 20‐‐ xx stands out as the largest procurer in the CRM market in India xx are the major implemented CRM solutions followed by xx etcDrivers– Improved Customer Relationship & Operational Challenges– Implementation & Operational CostDrivers & Challengesp p pImprovement– Global Competence– Significant Cost Reduction– Technologically Sound Manpowerp p– Lack of Awareness of True BenefitsTrends Demand for Transparency Emergence of Mobile CRM Introduction of Social CRM Rising Cloud based CRM AdoptionCompetitionMajor PlayersCompany A Company B Company C2Company D Company E Company FCRM MARKET IN INDIA 2013.PPT
  3. 3. •Macroeconomic Indicators•Introduction•Market Overview•Types, Modules & FeaturesCRM U i SMB•CRM Use in SMBs•CRM Selection Criteria•Drivers and Challenges•Drivers and Challenges•Key Trends•Scope of CRM in Key Sectorsp y•Competitive Landscape•Strategic Recommendations3CRM MARKET IN INDIA 2013.PPT•Appendix
  4. 4. SAMPLE Economic Indicators (1/3)INR tn1513.9514.12GDP at Factor Cost: Quarterly 1413121113.2412.1313.4012.6211.6613.0612.2911.5210.7013.1612.3911.4710.5810Q4Q3Q2Q12012‐132011‐122010‐112009‐10Inflation Rate: Monthlyy0.900.910 81.0%0.450.460.460. 2013 ‐ Mar 2013Jan 2013 ‐ Feb 2013Dec 2012 ‐ Jan 2013Nov 2012 ‐ Dec 2012Oct 2012 ‐ Nov 2012CRM MARKET IN INDIA 2013.PPT
  5. 5. CRM market is witnessing a steady growth with the increasing trend of CRM spending worldwide• xxCRM Market – Overview ‐ Global Market Size and Growth1 000INR bnxx% a6a52004006008001,000 a5a4a3a2a1020020‐‐e20‐‐e20‐‐e20‐‐e20‐‐e20‐‐Global CRM Market ‐ Leading Continents  Global CRM Market ‐ Leading Sectors5CRM MARKET IN INDIA 2013.PPT
  6. 6. Major Global CRM VendorsMajor Global CRM Vendors ‐ Market Share19% 17% 14%11%13%24%2% 3% 7%16%40%2%2%3%3%4%6%11%2%3%4%4%7%OthersVendor 6Vendor 12%3%Vendor 7Vendor 1Vendor 10Vendor 9Vendor 8Vendor 7Vendor 5Vendor 4Vendor 3Vendor 2OthersVendor 10Vendor 9Vendor 8Vendor 5Vendor 4Vendor 3Vendor 26Vendor 6CRM MARKET IN INDIA 2013.PPT
  7. 7. In India, on‐premise solutions have higher traction than cloud solutions unlike developed nations such as US, UK• xxMarket Overview – India Market Size & Growth ‐ India15INR bn+19.8% a651015a5a4a3a2a1020‐‐e20‐‐e20‐‐e20‐‐e20‐‐e20‐‐On‐Premise CRM On‐Demand CRMPowerful management toolsEasy to use and fast to deploy• xxCompletely customizable Managed by business usersDriven By IT Limited functionality7CRM MARKET IN INDIA 2013.PPTDifficult to use Isolated CRM
  8. 8. CRM adoption by SMBs is facilitated by both private players and…CRM Adoption – SMBs (2/3)• xx~xx mn xx mn ~xx mn xx mnTechnology ready addressable marketTechnology ready addressable marketaddressable market addressable marketxxSMBs in India currently have Web sites xxSMBs have Internet access Addressable Market SMB Segmentsxxxxxx8CRM MARKET IN INDIA 2013.PPTxxSMBs using personal computers Segmentsxxxx
  9. 9. Drivers & ChallengesDriversImproved Customer Relationship & Operational ImprovementChallengesImplementation & Operational CostGlobal CompetenceSignificant Cost ReductionLack of Awareness of True Benefits Technologically Sound Manpower9CRM MARKET IN INDIA 2013.PPT
  10. 10. SAMPLE Trends ‐ SummaryRising Cloud based CRM AdoptionDemand forTransparencyp p yKey TrendIntroduction ofSocial CRMEmergence of Mobile CRMs10CRM MARKET IN INDIA 2013.PPT
  11. 11. India is becoming a promising market for mobile CRM owing to…Emergence of Mobile CRM (1/2)• Finding 1• Finding 2xxg• Sub finding 1• Sub finding 2• Sub finding 330Mn Unitsxx%a54Smartphone ‐ Market Size (Shipment)1020a4a3a2a111020‐‐e20‐‐e20‐‐e20‐‐20‐‐CRM MARKET IN INDIA 2013.PPT
  12. 12. Cloud Computing is catching up with the on‐premise ICT solutions, …Rising Cloud based CRM Adoption (1/2)• Finding 1 Sub finding 1xx Sub finding 2• Finding 2• Finding 3• Finding 4 Sub finding 3IaaSa4%Market Split – 20‐‐INR bnOverall Cloud Computing Market ‐ IndiaCloudComputinga1%a3%a2%50100150200b152.1% b4b3b212PaaSSaaS SaaSIaaS OthersPaaS 020‐‐e20‐‐e20‐‐e20‐‐CRM MARKET IN INDIA 2013.PPT
  13. 13. Major CRM Users ‐ India (1/2)Key Sectors UsersSector ASector BSector C13CRM MARKET IN INDIA 2013.PPT
  14. 14. Case Study 1Client Organization IT Vendorxx Smart CRMIndustryxxCase: xxSolutionRequirements Benefit• xx • xx• xxTechnology Used14Technology UsedxxCRM MARKET IN INDIA 2013.PPT
  15. 15. SAMPLE Porter’s Five Forces AnalysisThreat of New Entrants• xxImpactMediumImpactHighImpactHi hImpactLowCompetitive Rivalry• xxBargaining Power of Buyers• xxHighBargaining Power of Suppliers• xxImpactThreat of Substitutes• xxLow to Medium15CRM MARKET IN INDIA 2013.PPT
  16. 16. Competitive Benchmarking (1/3)Key Ratios of 3 Major Private Companies – Operational Basis (FY 2012) (1/3)20 a1% Net MarginOperating Margin‐20020 b1a1b3a3‐40Company CCompany Bb1a2Company A• xx16CRM MARKET IN INDIA 2013.PPT
  17. 17. Public: Foreign Company – Company A (1/4)Company Information Offices and Centres – India Corporate Address xxTel No. xxFax No. xxWebsite xxYear of Incorporation xxProducts and ServicesTicker Symbol xxStock Exchange xxHead OfficePuneKey PeopleName DesignationCategory Products/Servicesxx xxName Designation17Note: The list of products and services is not exhaustiveCRM MARKET IN INDIA 2013.PPT
  18. 18. i i l S h K iPublic: Foreign Company – Company A (2/4)Financial Snapshot Key RatiosParticulars y‐o‐y change (2012‐11)2012 2011 2010 2009Profitability RatiosOperating Margin 0.87 13.57% 12.70% 13.72% 13.47%Net Profit/LossTotal Income172,405.7156,250.3134,680.1138,612.8150 000200,000 30000INR mnINR mnNet Margin 1.11 12.00% 10.89% 11.49% 11.32%Profit Before Tax Margin 1.11 13.54% 12.43% 12.88% 12.71%Return on Equity 1.44 12.90% 11.47% 10.65% 10.15%Return on Capital Employed 1.21 12.36% 11.15% 10.81% 10.44%Return on Working Capital 3.59 45.36% 41.77% 33.43% 30.76%Return on Assets 0.80 9.53% 8.72% 8.51% 8.97%134,680.1050,000100,000150,0000100002000020‐‐20‐‐20‐‐20‐‐Financial Summary • The company earned a net profit of INR 20,687.9 mn in FY 2012, as compared to net profit of INR 17,012.6 mn in FY 2011• The company reported total income of INR 172,405.7 mn in FY Return on Fixed Assets 2.73 159.22% 156.49% 158.91% 138.78%Cost RatiosOperating costs (% of Sales) ‐0.90 86.37% 87.28% 86.25% 86.44%Administration costs (% of Sales)0.19 13.08% 12.89% 12.52% 12.03%Interest costs (% of Sales) 0.01 0.10% 0.09% 0.11% 0.27%2012, registering an increase of 10.3% over FY 2011• The company earned an operating margin of 13.6% in FY 2012, an increase of 0.87 percentage points over FY 2011• The company reported debt to equity ratio of 0.07 in FY 2012, a decrease of 20.3 per cent over FY 2011Interest costs (% of Sales) % % % %Liquidity RatiosCurrent Ratio ‐2.14% 1.92 1.96 2.20 3.07Cash Ratio ‐9.57% 1.05 1.16 1.40 1.92Leverage RatiosDebt to Equity Ratio ‐20.32% 0.07 0.08 0.06 0.00b i l ia decrease of 20.3 per cent over FY 2011Key Financial Performance IndicatorsIndicators Value (16/05/2013)Market Capitalization (INR mn) xxTotal Enterprise Value (INR mn) xxDebt to Capital Ratio ‐19.05% 0.06 0.08 0.06 0.00Interest Coverage Ratio ‐0.68% 139.39 140.34 130.94 49.34Efficiency RatiosFixed Asset Turnover ‐4.99% 11.68 12.30 11.55 10.24Asset Turnover 1.99% 0.70 0.69 0.62 0.66Current Asset Turnover ‐0.91% 1.59 1.61 1.33 1.5318EPS (INR) ‐ 20/05/2013 xxPE Ratio (Absolute) ‐ 20/05/2013 xxWorking Capital Turnover 1.40% 3.33 3.28 2.43 2.27Capital Employed Turnover 3.46% 1.00 0.97 0.87 0.89Improved DeclineNote: Financials of the parent company (Amdocs Ltd. NYSE:DOX) has been providedCRM MARKET IN INDIA 2013.PPT
  19. 19. SAMPLE Public: Foreign Company – Company A (3/4)Key Business Segments Key Geographic Segments100%Segment A100%Segment CSegment BSegment ASegment D0%50%100%100%0%50%100%a1%b2%a2%b3%a3%a4%d1%c2%c3%d2%b1%d3%c1%Segment A has been the only revenue generating segment for Amdocs during 2009‐12Business Highlights0%20‐‐0%20‐‐ 20‐‐20‐‐ 20‐‐Description  NewsOverview • xxLaunch • xx19CRM MARKET IN INDIA 2013.PPT
  20. 20. Private: Foreign Company – Company A – SWOT Analysis (4/4)• xx • xxWSTO• xx• xx20CRM MARKET IN INDIA 2013.PPT
  21. 21. Major Private Companies ‐ Summary3,0003,500Net Profit/LossSize of the Bubble represents Total Assets in INR mn2,0002,500t11,0001,500t20500t3t5t4‐5000 5,000 10,000 15,000 20,000Total incomeCompany ECompany CCompany A21Note: All figures are in INR mn and are based on the latest financials availableCRM MARKET IN INDIA 2013.PPTCompany ECompany DCompany CCompany BCompany A
  22. 22. Strategic Recommendations (1/2)Strategy Adoption Area• xxxx • xxxx • xxRegional GrowthxxRegional Growthxx • xx22• xxCRM MARKET IN INDIA 2013.PPT
  23. 23. Thank you for the attentionThe CRM Market – India 2013 report is a part of Netscribes’ IT & ITeS Series.For more detailed information or customized research requirements please contact:Phone: +91 33 4027 6214 / 6215E‐Mail: info@netscribes.comFollow us on:About 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 in the preparation of this report,Netscribes is not responsible for any loss or damage arising from use of this document This document is the sole property of Netscribes and23CRM MARKET IN INDIA 2013.PPTNetscribes is not responsible for any loss or damage arising from use of this document. This document is the sole property of Netscribes. and prior permission is required for guidelines on reproduction.