CRM Market 2007-2010 by InfinitiResearch

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Customer Relationship Management
         Technology Report - 2008
                                                         Cus t om er R el ati ons hi p M ana ge m ent - 2 0 0 8




                                   Table of Contents
1. Market Si z e & F orecast .................................................................. 3
2. Geographi c Segmen tati on ............................................................... 4
  2.1 CRM Market i n Am eri cas ............................................................. 5
  2.2 Americas - Market Si z e b y Cou ntry ............................................... 6
  2.3 CRM Market i n APAC .................................................................. 7
  2.4 APAC – Market Siz e b y Country .................................................... 8
  2.5 CRM Market i n EMEA.................................................................. 9
  2.6 EMEA – Market Si z e b y Coun try .................................................. 10
3. Vertical Seg mentation ................................................................... 12
  3.1 CRM Market Si z e b y Vertical ....................................................... 13
4. Sal es Dri vers by Verticals .............................................................. 14
  4.1 Ban king , Fi nan cial S ervi ces & In su ran ce ....................................... 14
  4.2 Manu factu ring ......................................................................... 14
  4.3 Communicati on s ...................................................................... 15
  4.4 Servi ces ................................................................................ 16
  4.5 R etai l.................................................................................... 16
Oth er Rep ort s in this S eri es ............................................................... 18



                                     List of Exhibits

Exhibit 1.1: CRM Market Si ze and Forecast 2007-2010 (In $ million ) ........... 3
Exhibit 2.1: CRM Market Seg mentati on by Geography - 2007 ..................... 4
Exhibit 2.2: Americas CR M Market Siz e 2007-2010 (in $ million )................. 5
Exhibit 2.3: Americas CR M Market Siz e by Country (2007)......................... 6
Exhibit 2.4: APAC CR M Market Siz e 2007-2010 (in $ million) ...................... 7
Exhibit 2.5: APAC CR M Market Siz e by Cou ntry (2007) .............................. 8
Exhibit 2.6: EMEA CR M Market Siz e 2007-2010 (In $ million) ..................... 9
Exhibit 2.7: EMEA CR M Market Siz e by Cou ntry (2007) ............................ 10
Exhibit 3.1: CRM Market Seg mentati on by Vertical - 2007 ........................ 12
Exhibit 3.2: CRM Market Si ze by Verti cal (2007) .................................... 13




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                                                      Cus t om er R el ati ons hi p M ana ge m ent - 2 0 0 8




1. Market Size & Forecast
Customer relationship management (CRM) software enables business management and
automation. CRM software is essentially meant to address the needs of marketing, sales &
distribution and customer service & support divisions within an organization and allow the
three to share data on prospects, customers, partners, competitors and employees. The
purpose of CRM software is to manage the customer through the entire lifecycle, i.e. from
prospect to qualified opportunity to order.
According to TechNavio, the market for CRM applications is forecast to reach $13,038.4
million by 2010 from $10,703.1 million in 2007, growing at a CAGR of 6.8 percent over the
forecast period (exhibit 1.1).

Exhibit 1.1: CRM Market Size and Forecast 2007-2010 (In $ million)

  14,000.0                                                                    13,038.4
                                                         12,208.2
  12,000.0                           11,430.9
                  10,703.1
  10,000.0

   8,000.0

   6,000.0

   4,000.0

   2,000.0

       -
                   2007                2008                2009                 2010
                                                                        Source: TechNavio Analysis

Increase of investments in improving customer service, productivity of customer-facing
employees, marketing automation and sales force automation are driving sales of CRM
applications. Further, the recent slowdown in the US economy creates opportunities for
CRM vendors as companies are in a cost-cutting mode and are forced to rethink how and
where they spend their marketing and sales promotion dollar. In addition, due to the
increased cost of customer acquisition, customer retention has become much more
important.
On the other hand, in emerging economies such as China and India, companies have
started to realise the value of CRM applications and have started investing in it. Further, the
SMB segment is an attractive opportunity for CRM vendors, glob
								
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