The document discusses the market potential for Salesforce CRM in Bangalore based on a survey of 80 companies. The survey found the market potential to be 31.25%, with logistics having the highest potential at 33.3%. Key findings include that IT adoption among SMBs is low, with many using only basic communication and collaboration tools. While awareness of cloud-based CRM is growing, most non-users see no need for additional tools beyond email. The survey recommends creating more awareness of CRM's benefits and targeting sales/marketing teams and IT heads to increase adoption.

1. MARKET POTENTIAL FOR
SALESFORCE CRM
Deepthi sree

2. Market Potential :
• Determine a customer profile and the
geographic size of the market is the general
market potential.
• Knowing the number and strength of your
competitors will give you the Specific market
potential.

3. Salesforce CRM :
• Salesforce.com provides enterprise cloud
computing applications such as customer
relationship management (CRM).
• CRM applications is to record, track, manage,
and analyze data concerning sales, customer
service and support the marketing operations.
• Its completely SAAS based application.(no
hardware, no software).

4. Contin’d:
• Its consist of multiple functionality and
flexible data sharing
• One of the unique feature about Salesforce
CRM is AppExchange
• Application programming interface (API) is a
protocol intended to be used as interface by
software components to communicate with
each other.

5. Contin’d:
• It will give 360 degree visibility on the sales
process based upon reports and dash boards
that generated
APPLICATIONS:
• Sales cloud
• Service cloud
• Chatter

6. Research process:
Formulating hypothesis
Planning the research design
Selecting research method
Selecting sampling procedure
Data collection
Evaluating data
Preparing and presenting the research reports

7. Formulating hypothesis :
Marketability- If your product or service will
appeal to consumers of the target market
Potential Analysis- How many customers would
buy your product or service at what price
Market Position- What markets volume you can
count on

8. Planning the research design:
It provides a specific details regarding the
process to be followed in conducting the
research.
The research design factors are
• Data resource-www.fondoodata.com
• Time-2months15 days
• Sampling process-random sampling

9. Selecting research method:
• Identifying the research design for conducting
marketing research is main aspect.
• Finding the market potential for Saleforce CRM, the
methodology that I selected for this market research
was Descriptive research .
Based upon the following factors:
• Company type- B to B
• Availability of data
• Convenience of company
• Availability of other resource

10. Contn’d
• The research is carried out by choosing open
and closed ended questions for Effective
observations.
• The mode of survey is telephonic.
• The observation is based upon
personal, content.

11. Selecting sampling procedure:
• The samples to conduct this survey collected
from fundoodata.com
• Its under random sampling: equal chances of
anyone being picked.
selected industries are:
• Construction/ Infrastructure
• Manufacturing
• Logistics

12. Survey
Target Audience:
• Population: 346 Bangalore Companies
• Sample Size: 80 Companies (Responses)
Construction/infrastructure
• Population:200
• Sample Size:30
Manufacturing
• Population :90
• Sample Size:32
Logistics
• Population:56
• Sample Size:18

13. Data collection:
• In this survey method the data collection is fill
out the questionnaire administrated to them.
• In observation technique we just has to
observe the respondents
• Final objective is collect the data with out
errors
• The valid data can be obtained by following
the below steps

14. Contn,d
Validation- detecting the fraud data
Editing-checking mistakes
Coding-allocating numbers to answers
Data entry
Data cleaning-final error checking process
Tabulation& analysis

15. Evaluating data
• The most commonly used technique is one
way frequency table
• In that the relation between all observed
variables should be linear.
• Based upon sample size from Construction
Industry respondents were 30
• Manufacturing respondents were 32
• Logistics Respondents were 18

16. CRM Market in Bangalore :
• Most of the companies are exploring the best
marketing medium such as online seminars,
online demos, blog to drive the volume of
inquiries and leads.
• The demand for CRM solutions in India is likely
to be driven by both the large organizations
and SMEs

17. On-Demand CRM is gaining ground in
India
• The On Demand CRM market in India is
extremely nascent.
• Salesfoce CRM having high market share in
India as per Zinnov market Consulting results
45%
4%9%
11%
31%
On-demand
Salesforce.com
Sage CRM
Netsite
Rightnow
others

18. Survey
Target Audience: 346 Bangalore Companies
Construction/Infrastructure
Manufacturing
Logistics

19. Current Pain Points
• Poor IT adoption: IT adoption remains to be
dismal in Indian SMB landscape.
• Perception around CRM: Indian SMBs place
CRM solutions on really low priority.

20. Current Scenario
• Methods in practice
• Challenge
• Technology adoption
Future potential
• Changing value perception
• Cloud awareness

21. Distribution of Sample Survey
15%
35.50%
32.14%
Sample size
Construction/Infrastructur
e
Manufacturing
Logistics

22. Distribution by number of Employees
Survey was focused on gaining insights around
CRM adoption in Bangalore,
majority of the respondents were SMBs
57.50%
32.50%
6.25% 3.75%0.00%
20.00%
40.00%
60.00%
80.00%
up to100 100-500 500-1000 above 1000
Employees
Employees

23. For most Indian SMB’s , IT adoption
means Basic Solutions
• As high as 57% of Bangalore mid sized
businesses (100 to 500 employees) have not
adopted CRM solutions.
• Communication (e-mail, chat, conferencing ) and
collaboration (Documentation, Spreadsheet, etc.)
are the only solutions adopted by Indian
companies.
• Majority of non-users believe that they don’t need
CRM solutions since they are self sufficient in
managing their relationships on E-mails/ mail
clients, Spreadsheets, etc.

24. CRM Users
26.25%
73.75%
Usage
CRM users
CRM non users

25. Basic Solution
75%
25%
0%0%
10%
20%
30%
40%
50%
60%
70%
80%
Comunication Colabration Finace/Accounting
Solution
Solution

26. Findings:
• Key reason cited for adoption of CRM tool is
that it helps in streamlining and managing the
processes in a better manner
• Logistics have understood the importance of
CRM technology as customer retention is of
prime importance hence adoption is
significantly higher as compared to
Construction and Manufacturing Industries.

27. CRM adoption across verticals
20% 25%
38.88%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
adoption rate
adoption rate

28. Findings:
• Companies find maximum beneficial impact of
CRM in marketing and lead
management, customer service and
maintaining customer accounts
• Half of the CRM users cited that demand from
sales and marketing team led them to adopt
CRM solutions
• All CRM users believed that CRM helps them
increase the overall effectiveness of the team

29. The Companies having the sales team
size more than 12 prefer to adopt CRM
0
5
10
15
20
25
lessthan 2 3 to 5 6 to 12 above 12
CRM users
CRM non Users

30. • Existing CRM users see value around Totality
(360 deg view) and highly usable solutions
which provides easy access of information
• Affordability of the product surprisingly does
not play a major role according to both the
users as well as non- users of CRM technology
• Almost all of CRM users cited Totality as a
decision criterion for finalizing the CRM
solution.

31. Value perception of CRM
29
68
65
69
1931
70
20
Affordability
Usability
Reliability
Accessibility
Credibility
Flexibility
Totality
Scalability
high
medium
low

32. Brand preference for software
solutions:
SAP and Microsoft for a higher brand recall
among the non-users of CRM solutions
77.50%
22.50%0.00%
50.00%
100.00%
Prefer to use known/tested
brands
Ready to try new brands
prefferd
prefferd

33. CRM Usage in Bangalore
27.70%
16.60%
5.55%
16.60%
22.22%
16.60%
11.11%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
Usage
Usage

34. Awareness of Cloud Computing
Technology
Cloud computing/SaaS is still a new terminology
for majority of users and non users
32.50%
67.50%
Cloud Computing
Yes
No

35. IT heads are key influencers for CRM
adoption
62.50%
16.25% 17.50%
3.75%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
CTO VP sales Directors CFO
Influencer
Influencer

36. Source of Awareness
65%
18.75%
8.75% 3.75% 3.75%0%
10%
20%
30%
40%
50%
60%
70%
Source of Information Regrading Current Solution
Source of Information
Regrading Current
Solution

37. Market Potential for Salesforce CRM
31.25%
68.75%
Market potential
Yes
No

38. Market potential Across Verticals
30%
28.13%
33.33%
Market Potential
Construction/Infrastructu
er
Manufacturing
Logistics

39. Findings:
• Digital / Online marketing channels are less
effective among SMBs due to very low
Internet penetration
• Word of mouth/peer references are highly
effective marketing techniques
• Companies are leveraging existing social
networks like Facebook, LinkedIn etc. to create
online communities for branding

40. Conclusion
• The market potential for Salesforce CRM as
per the Research is 31.25%.
• Logistics having high market potential of
33.3%
• Construction having the market potential of
30%
• Manufacturing having market potential of
28.125%

41. Recommendations:
Know your Customer:
• Majority of the CRM users firms have size of
about 100-500 employees
• Non-users of CRM have very little preference
for brand therefore cloud vendors have a huge
opportunity to sell their solutions

42. Create Awareness
• Vendors need to create awareness around
how CRM can help firms build relationship
with their repeat customers
• Showcase few case studies of firms that have
found CRM being effective in improving their
processes

43. Sell Right:
• Awareness around utility and advantages of
CRM tool needs to be created among Sales
and Marketing team in firms since they are
the end users of the CRM solution.
• IT heads are the key influencers in decision
making about IT deployment and therefore
need to be targeted effectively for selling the
CRM tool

44. THANK YOU