Customer Relationship Management has become a vital part for various functions across global enterprises. Advancements in Social CRM have made it faster, reachable and have also brought in vital information on business analytics. Enterprises are adopting social CRM as an additional channel in the overall CRM software solutions. Social CRM refers to a social layer on top of tradition CRM software solutions; these solutions provide enterprises with several advantages including increased transparency, better communication of business ideas and information, flexibility and performance. Social CRM helps companies to establish customer engagements and increase their brand presence among customers. Social CRM focuses on capturing the customers need and creating value for them in a transparent business environment Major forces driving this market are the rising focus on customer engagement, emerging SMEs, social platforms and the recognition of sharing ideas on a real time basis. Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, CRM is not limited only for increasing sales and improving marketing activities, but to bring in more customer engagement with the enterprises Complete report available @ http://www.reportsnreports.com/reports/249662-customer-relationship-management-crm-market-social-crm-social-monitoring-social-listening-social-mapping-social-measurements-social-engagement-social-middleware-global-advancements-forecasts-analysis-2013-2018-.html .

1. Customer Relationship Management (CRM) Market & Social
CRM (Social Monitoring; Social Listening; Social Mapping; Social
Measurements; Social Engagement; Social Middleware) – Global
Advancements, Forecasts & Analysis (2013 – 2018)
By
MarketsandMarkets
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Published: June 2013
No. of Pages: 248
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2. Market Research Report on “Customer Relationship Management (CRM) Market & Social CRM
(Social Monitoring; Social Listening; Social Mapping; Social Measurements; Social Engagement;
Social Middleware) – Global Advancements, Forecasts & Analysis (2013 – 2018)” added to
ReportsnReports.
Customer Relationship Management has become a vital part for various functions across global
enterprises. Advancements in Social CRM have made it faster, reachable and have also brought
in vital information on business analytics. Enterprises are adopting social CRM as an additional
channel in the overall CRM software solutions. Social CRM refers to a social layer on top of
tradition CRM software solutions; these solutions provide enterprises with several advantages
including increased transparency, better communication of business ideas and information,
flexibility and performance. Social CRM helps companies to establish customer engagements
and increase their brand presence among customers. Social CRM focuses on capturing the
customers need and creating value for them in a transparent business environment
© reportsnreports.com ; sales@reportsnreports.com ; + 1 888 391 5441
Customer Relationship Management (CRM) Market & Social CRM –
Global Advancements, Forecasts & Analysis (2013 – 2018)

3. Major forces driving this market are the rising focus on customer engagement, emerging
SMEs, social platforms and the recognition of sharing ideas on a real time basis. Enterprises
are coming up with solutions for Social Monitoring, Social Listening, Social Middleware,
Social Management and Social Measurement for providing the best in class customer
experience to the customers. Today, CRM is not limited only for increasing sales and
improving marketing activities, but to bring in more customer engagement with the
enterprises
Complete report available @
http://www.reportsnreports.com/reports/249662-customer-relationship-
management-crm-market-social-crm-social-monitoring-social-listening-social-
mapping-social-measurements-social-engagement-social-middleware-global-
advancements-forecasts-analysis-2013-2018-.html .
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Customer Relationship Management (CRM) Market & Social CRM –
Global Advancements, Forecasts & Analysis (2013 – 2018)

4. Some of the major vendors are SAP, Oracle, Salesforce.com, Amdocs and IBM. Companies
such as Lithium and Jive Inc. are moving towards Social CRM market and many others
have ventured into it as well. MarketsandMarkets believes that the need for increasing
enterprise CRM needs, along with social media boom is playing a pivotal role in shaping
the future of emerging social CRM software. Social CRM solutions are bringing
enterprises closer to their customers by utilizing the prevailing social platforms.
The major players in Customer Relationship Management market include Acquia,
Amdocs, IBM, Jive Software, Lithium, Microsoft, Netsuite, Nimble, Oracle, Pegasystems,
Ramco Systems, SAGE, Salesforce, SAP, Sugarcrm and Key Innovators.
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Customer Relationship Management (CRM) Market & Social CRM –
Global Advancements, Forecasts & Analysis (2013 – 2018)

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Table of Contents
1 Introduction
1.1 Research Overview
1.2 Research Methodology
1.3 Market Overview
2 Executive Summary
2.1 Abstract
2.2 Overall Market Size – CRM
2.3 Overall Market Size – Social CRM
3 Market Ecosystem And Dynamics
3.1 Market Ecosystem
3.2 Market Dynamics
4 CRM: Market Size And Forecast By Application
4.1 Overview And Introduction
4.2 Customer Service And Support
4.3 Marketing
4.4 Sales
4.5 Other Applications (Innovations,
Collaboration, Customer Experience)
5 CRM And Social CRM: Market Size And Forecast By
Deployment Types
5.1 Overview And Introduction
5.2 Hosted
5.3 On-Premise
5.4 Hybrid
6 Social CRM: Market Size And Forecast By Solutions
6.1 Overview And Introduction
6.2 Social Monitoring And Social Listening
7 Social CRM: Market Size And Forecast By End-Users
7.1 Market Analysis By Verticals
7.2 Market Analysis By Company Size
8 Social CRM: Market Size And Forecast By Regions
8.1 Overview And Introduction
8.2 North America
8.3 Europe
8.4 Asia-Pacific And Japan (APAC)
8.5 Middle East And Africa (MEA)
8.6 Latin America (LA)
Customer Relationship Management (CRM) Market & Social CRM –
Global Advancements, Forecasts & Analysis (2013 – 2018)

6. 9 CRM And Social CRM: Market Analysis, Trends
And Insights
9.1 Market Evolution
9.2 Go To Market And Trends
10 CRM And Social CRM: Competitive Landscape
10.1 Portfolio Comparison
10.2 Venture Capital (VC) Funding Analysis
10.3 Mergers And Acquisitions (M&A)
10.4 Social Reach
11 Company Profiles (Mnm View, Overview,
Products & Services, Financials, Swot And Strategy
& Analyst Insights)*
11.1 Acquia
11.2 Amdocs
11.3 IBM
11.4 Jive Software
11.5 Lithium
11.6 Microsoft
11.7 Netsuite
11.8 Nimble
11.9 Oracle
11.10 Pegasystems
11.11 Ramco Systems
11.12 SAGE
11.13 Salesforce
11.14 SAP
11.15 Sugarcrm
11.16 Key Innovators
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Customer Relationship Management (CRM) Market & Social CRM –
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Customer Relationship Management (CRM) Market & Social CRM –
Global Advancements, Forecasts & Analysis (2013 – 2018)