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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)

CRM 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, customer relationship management marketis not limited only for increasing sales and improving marketing activities, but to bring in more customer engagement with the enterprises

Some of the major vendors are SAP, Oracle, Salesforce.com, Amdocs and IBM. Companies such as Lithium and Jive Inc. are moving towards Social Customer Relationship Management market and many others have ventured into it as well. MarketsandMarkets believes that the need for increasing enterprise customer relationship management market 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.

This research report categorizes the customer relationship management market& Social customer relationship management marketfor forecasting the revenues and analyzing the trends in each of the following sub-markets:

CRM on the basis of Applications:

Marketing
Sales
Customer support & service
Others

CRM and Social CRM on the basis of Deployment Type:

On Demand (SaaS and PaaS)
On Premise
Hybrid

Social Customer Relationship Managementon the basis of Solutions:

Social Monitoring
Social Mapping
Social Middleware
Social Management
Social Measurement

Social Customer Relationship Managementon the basis of Users:

Small & Medium Businesses (SMB)
Enterprises

Social Customer Relationship Managementon the basis of Verticals:

Academia & Government
Automotive, Transportation and Logistics
BFSI
Consumer Goods and Retail
Energy, Power and Utilities
Healthcare

Table Of Contents

Customer Relationship Management (CRM) Market and Social CRM (Social Monitoring; Social Listening; Social Mapping; Social Measurements; Social Engagement; Social Middleware) - Global Advancements, Forecasts and Analysis (2013 - 2018)
TABLE OF CONTENTS

1 INTRODUCTION 22

1.1 RESEARCH OVERVIEW 22
1.1.1 PURPOSE AND SCOPE 22
1.1.2 REPORT DESCRIPTION 22
1.1.3 KEY TAKE-AWAYS 23
1.2 RESEARCH METHODOLOGY 24
1.2.1 SECONDARY AND PRIMARY RESEARCH 24
1.2.2 DATA TRIANGULATION AND FORECASTING 24
1.2.3 FORECAST ASSUMPTIONS 25
1.3 MARKET OVERVIEW 26
1.3.1 MARKETS COVERED 26
1.3.2 SEGMENT DEFINITIONS 28
1.3.3 INDUSTRY TRENDS 29
1.3.3.1 Social media integration across CRM software 29
1.3.3.2 Emerging SMBs 29
1.3.3.3 Hosted CRM software gaining increased adoption 30

2 EXECUTIVE SUMMARY 31

2.1 ABSTRACT 31
2.2 OVERALL MARKET SIZE - CRM 32
2.3 OVERALL MARKET SIZE - SOCIAL CRM 33

3 MARKET ECOSYSTEM AND DYNAMICS 34

3.1 MARKET ECOSYSTEM 35
3.1.1 MAPPING TRENDS 36
3.1.2 MARKET PLAYERS AND ROLES 36
3.2 MARKET DYNAMICS 38
3.2.1 DRIVERS 38
3.2.1.1 Focus on customer engagement 38
3.2.1.2 Emerging SMEs 38
3.2.1.3 Simplicity of CRM products and services 39
3.2.2 RESTRAINTS AND CHALLENGES 39
3.2.2.1 Security and Privacy 39
3.2.2.2 Enterprise readiness 39
3.2.3 OPPORTUNITIES 40
3.2.3.1 Solutions for business specific Problems 40
3.2.3.2 Bring your own device (BYOD) ecosystem 40
3.2.4 TIME IMPACT ANALYSIS OF DYNAMICS 40

4 CRM: MARKET SIZE AND FORECAST BY APPLICATION 42

4.1 OVERVIEW AND INTRODUCTION 43
4.2 CUSTOMER SERVICE AND SUPPORT 45
4.2.1 OVERVIEW 45
4.2.2 MARKET SIZE AND FORECAST BY REGION 45
4.2.3 MARKET SIZE AND FORECAST BY VERTICAL 47
4.2.4 MARKET SIZE AND FORECAST BY DEPLOYMENT 50
4.3 MARKETING 52
4.3.1 OVERVIEW 52
4.3.2 MARKET SIZE AND FORECAST BY REGION 52
4.3.3 MARKET SIZE AND FORECAST BY VERTICAL 55
4.3.4 MARKET SIZE AND FORECAST BY DEPLOYMENT 58
4.4 SALES 60
4.4.1 OVERVIEW 60
4.4.2 MARKET SIZE AND FORECAST BY REGION 60
4.4.3 MARKET SIZE AND FORECAST BY VERTICAL 62
4.4.4 MARKET SIZE AND FORECAST BY DEPLOYMENT 65
4.5 OTHER APPLICATIONS (INNOVATIONS, COLLABORATION, CUSTOMER EXPERIENCE) 67
4.5.1 OVERVIEW 67
4.5.2 MARKET SIZE AND FORECAST BY REGION 70
4.5.3 MARKET SIZE AND FORECAST BY VERTICAL 72
4.5.4 MARKET SIZE AND FORECAST BY DEPLOYMENT 74

5 CRM AND SOCIAL CRM: MARKET SIZE AND FORECAST BY DEPLOYMENT TYPES 77

5.1 OVERVIEW AND INTRODUCTION 78
5.2 HOSTED 81
5.2.1 OVERVIEW 81
5.2.2 MARKET SIZE AND FORECAST BY REGION- CRM 81
5.2.3 MARKET SIZE AND FORECAST BY VERTICAL - CRM 84
5.2.4 MARKET SIZE AND FORECAST BY REGION - SOCIAL CRM 87
5.2.5 MARKET SIZE AND FORECAST BY VERTICAL- SOCIAL CRM 89
5.3 ON-PREMISE 91
5.3.1 OVERVIEW 91
5.3.2 MARKET SIZE AND FORECAST BY REGION - CRM 92
5.3.3 MARKET SIZE AND FORECAST BY VERTICAL - CRM 94
5.3.4 MARKET SIZE AND FORECAST BY REGION - SOCIAL CRM 97
5.3.5 MARKET SIZE AND FORECAST BY VERTICAL - SOCIAL CRM 99
5.4 HYBRID 101
5.4.1 OVERVIEW 101
5.4.2 MARKET SIZE AND FORECAST BY REGION - CRM 102
5.4.3 MARKET SIZE AND FORECAST BY VERTICAL - CRM 104
5.4.4 MARKET SIZE AND FORECAST BY REGION -
SOCIAL CRM 107
5.4.5 MARKET SIZE AND FORECAST BY VERTICAL - SOCIAL CRM 109

6 SOCIAL CRM: MARKET SIZE AND FORECAST BY SOLUTIONS 112

6.1 OVERVIEW AND INTRODUCTION 113
6.2 SOCIAL MONITORING AND SOCIAL LISTENING 116
6.2.1 OVERVIEW 116
6.2.2 MARKET SIZE AND FORECAST BY REGION 116
6.3 SOCIAL MAPPING 119
6.3.1 OVERVIEW 119
6.3.2 MARKET SIZE AND FORECAST BY REGION 119
6.4 SOCIAL MIDDLEWARE 121
6.4.1 OVERVIEW 121
6.4.2 MARKET SIZE AND FORECAST BY REGION 121
6.5 SOCIAL MANAGEMENT 124
6.5.1 OVERVIEW 124
6.5.2 MARKET SIZE AND FORECAST BY REGION 124
6.6 SOCIAL MEASUREMENT 126
6.6.1 OVERVIEW 126
6.6.2 MARKET SIZE AND FORECAST BY REGION 126

7 SOCIAL CRM: MARKET SIZE AND FORECAST BY END-USERS 129

7.1 MARKET ANALYSIS BY VERTICALS 130
7.1.1 OVERVIEW AND INTRODUCTION 130
7.1.2 ACADEMIA AND GOVERNMENT 133
7.1.2.1 Overview 133
7.1.2.2 Market size and forecast by deployment 133
7.1.3 AUTOMOTIVE, TRANSPORTATION AND LOGISTICS 136
7.1.3.1 Overview 136
7.1.3.2 Market size and forecast by deployment 136
7.1.4 BANKING , FINANCIAL SERVICES AND INSURANCE (BFSI) 138
7.1.4.1 Overview 138
7.1.4.2 Market size and forecast by deployment 138
7.1.5 CONSUMER GOODS AND RETAIL 140
7.1.5.1 Overview 140
7.1.5.2 Market size and forecast by deployment 140
7.1.6 ENERGY, POWER AND UTILITIES 142
7.1.6.1 Overview 142
7.1.6.2 Market size and forecast by deployment 142
7.1.7 HEALTHCARE 144
7.1.7.1 Overview 144
7.1.7.2 Market size and forecast by deployment 144?
7.1.8 OIL AND GAS 146
7.1.8.1 Overview 146
7.1.8.2 Market size and forecast by deployment 146
7.1.9 TELECOM AND IT 148
7.1.9.1 Overview 148
7.1.9.2 Market size and forecast by deployment 148
7.2 MARKET ANALYSIS BY COMPANY SIZE 150
7.2.1 OVERVIEW AND INTRODUCTION 150
7.2.2 SMALL AND MEDIUM BUSINESSES (SMB) 153
7.2.2.1 Overview 153
7.2.2.2 Market size and forecast by region 153
7.2.3 ENTERPRISES 155
7.2.3.1 Overview 155
7.2.3.2 Market size and forecast by region 155

8 SOCIAL CRM: MARKET SIZE AND FORECAST BY REGIONS 158

8.1 OVERVIEW AND INTRODUCTION 159
8.1.1 PARFAIT CHARTS 159
8.2 NORTH AMERICA 163
8.2.1 OVERVIEW 163
8.2.2 MARKET SIZE AND FORECAST BY SOLUTIONS 163
8.3 EUROPE 165
8.3.1 OVERVIEW 165
8.3.2 MARKET SIZE AND FORECAST BY SOLUTIONS 165
8.4 ASIA-PACIFIC AND JAPAN (APAC) 168
8.4.1 OVERVIEW 168
8.4.2 MARKET SIZE AND FORECAST BY SOLUTIONS 168
8.5 MIDDLE EAST AND AFRICA (MEA) 170
8.5.1 OVERVIEW 170
8.5.2 MARKET SIZE AND FORECAST BY SOLUTIONS 170
8.6 LATIN AMERICA (LA) 173
8.6.1 OVERVIEW 173
8.6.2 MARKET SIZE AND FORECAST BY SOLUTIONS 173

9 CRM AND SOCIAL CRM: MARKET ANALYSIS, TRENDS AND INSIGHTS 176

9.1 MARKET EVOLUTION 176
9.1.1 MARKET UPTAKE AND DISRUPTION 177
9.1.2 LIFECYCLE AND CHASM PLOTS 178
9.2 GO TO MARKET AND TRENDS 179
9.2.1 GO TO MARKET STRATEGY 179
9.2.2 ADOPTION ROADMAPS 180

10 CRM AND SOCIAL CRM: COMPETITIVE LANDSCAPE 181

10.1 PORTFOLIO COMPARISON 181
10.1.1 OVERVIEW 181
10.1.2 PRODUCT CATEGORY MAPPING 181
10.2 VENTURE CAPITAL (VC) FUNDING ANALYSIS 182
10.2.1 OVERVIEW 182
10.2.2 CAPITAL FUNDING TRENDS 182
10.3 MERGERS AND ACQUISITIONS (MandA) 184
10.4 SOCIAL REACH 189
10.4.1 SOCIAL TRENDS 189

11 COMPANY PROFILES 190

11.1 ACQUIA 190
11.2 AMDOCS 192
11.3 IBM 196
11.4 JIVE SOFTWARE 200
11.5 LITHIUM 204
11.6 MICROSOFT 207
11.7 NETSUITE 211
11.8 NIMBLE 215
11.9 ORACLE 217
11.10 PEGASYSTEMS 222
11.11 RAMCO SYSTEMS 225
11.12 SAGE 229
11.13 SALESFORCE 233
11.14 SAP 238
11.15 SUGARCRM 243
*Details on MnM View, Overview, Products and Services, Financials, SWOT and Strategy and Analyst Insights might not be captured in case of unlisted companies.
11.16 KEY INNOVATORS 246
11.16.1 ALLEGIANCE 246
11.16.2 CONTACTUALLY 246
11.16.3 ITC INFOTECH 246
11.16.4 NEARSTREAM 247
11.16.5 NEXTPRINCIPLES 247
11.16.6 TRACX 247



LIST OF TABLES

TABLE 1 FORECAST ASSUMPTIONS 25
TABLE 2 OVERALL CRM MARKET SIZE, 2013 - 2018 ($BILLION) 32
TABLE 3 OVERALL SOCIAL CRM MARKET SIZE, 2013 - 2018 ($BILLION) 33
TABLE 4 TIME IMPACT ANALYSIS OF DYNAMICS 41
TABLE 5 CRM MARKET SIZE, BY APPLICATION, 2013 - 2018 ($BILLION) 43
TABLE 6 CRM MARKET SIZE, BY APPLICATION, BY PROPORTION,
2013 - 2018 (Y-O-Y %) 44
TABLE 7 CRM MARKET SIZE, BY APPLICATION, 2013 - 2018 (Y-O-Y %) 44
TABLE 8 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY REGION, 2013 - 2018 ($MILLION) 46
TABLE 9 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY VERTICAL, 2013 - 2018 ($MILLION) 47
TABLE 10 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY VERTICAL, 2013 - 2018 (Y-O-Y %) 48
TABLE 11 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY DEPLOYMENT, 2013 - 2018 ($BILLION) 50
TABLE 12 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 51
TABLE 13 CRM MARKET SIZE, BY MARKETING, BY REGION,
2013 - 2018 ($MILLION) 52
TABLE 14 CRM MARKET SIZE, BY MARKETING, BY REGION,
2013 - 2018 (Y-O-Y %) 53
TABLE 15 CRM MARKET SIZE, BY MARKETING, BY VERTICAL,
2013 - 2018 ($MILLION) 55
TABLE 16 CRM MARKET SIZE, BY MARKETING, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 56
TABLE 17 CRM MARKET SIZE, BY MARKETING, BY DEPLOYMENT,
2013 - 2018 ($BILLION) 58
TABLE 18 CRM MARKET SIZE, BY MARKETING, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 59
TABLE 19 CRM MARKET SIZE, BY SALES, BY REGION, 2013 - 2018 ($MILLION) 60
TABLE 20 CRM MARKET SIZE, BY SALES, BY REGION, 2013 - 2018 (Y-O-Y %) 61
TABLE 21 CRM MARKET SIZE, BY SALES, BY VERTICAL, 2013 - 2018 ($MILLION) 62
TABLE 22 CRM MARKET SIZE, BY SALES, BY VERTICAL, 2013 - 2018 (Y-O-Y %) 63
TABLE 23 CRM MARKET SIZE, BY SALES, BY DEPLOYMENT,
2013 - 2018 ($BILLION) 65
TABLE 24 CRM MARKET SIZE, BY SALES, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 66
TABLE 25 CRM MARKET SIZE, BY OTHER APPLICATIONS,
2013 - 2018 ($BILLION) 68
TABLE 26 CRM MARKET SIZE, BY OTHER APPLICATIONS, 2013 - 2018 (Y-O-Y %) 68
TABLE 27 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY REGION,
2013 - 2018 ($MILLION) 70
TABLE 28 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY REGION,
2013 - 2018 (Y-O-Y %) 71
TABLE 29 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY VERTICAL,
2013 - 2018 ($MILLION) 72
TABLE 30 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 73
TABLE 31 CRM MARKET REVENUE BY OTHER APPLICATIONS, BY DEPLOYMENT, 2013 - 2018 ($BILLION) 75
TABLE 32 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 75
TABLE 33 CRM MARKET SIZE, BY TYPE OF DEPLOYMENT, 2013 - 2018 ($BILLION) 78
TABLE 34 SOCIAL CRM MARKET SIZE, BY TYPE OF DEPLOYMENT,
2013 - 2018 ($BILLION) 79
TABLE 35 CRM MARKET SIZE, BY TYPE OF DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 79
TABLE 36 SOCIAL CRM MARKET SIZE, BY TYPE OF DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 80
TABLE 37 CRM MARKET SIZE, BY HOSTED, BY REGION,
2013 - 2018 ($MILLION) 82
TABLE 38 CRM MARKET SIZE, BY HOSTED, BY REGION, 2013 - 2018 (Y-O-Y %) 83
TABLE 39 CRM MARKET SIZE, BY HOSTED, BY VERTICAL,
2013 - 2018 ($MILLION) 84
TABLE 40 CRM MARKET SIZE, BY HOSTED, BY VERTICAL, 2013 - 2018 (Y-O-Y %) 85
TABLE 41 SOCIAL CRM MARKET SIZE, BY HOSTED, BY REGION,
2013 - 2018 ($MILLION) 87
TABLE 42 SOCIAL CRM MARKET SIZE, BY HOSTED, BY REGION,
2013 - 2018 (Y-O-Y %) 88
TABLE 43 SOCIAL CRM MARKET SIZE, BY HOSTED, BY VERTICAL,
2013 - 2018 ($MILLION) 89
TABLE 44 SOCIAL CRM MARKET SIZE, BY HOSTED, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 90
TABLE 45 CRM MARKET SIZE, BY ON-PREMISE, BY REGION,
2013 - 2018 ($MILLION) 92
TABLE 46 CRM MARKET SIZE, BY ON-PREMISE, BY REGION,
2013 - 2018 (Y-O-Y %) 93
TABLE 47 CRM MARKET SIZE, BY ON-PREMISE, BY VERTICAL,
2013 - 2018 ($MILLION) 94
TABLE 48 CRM MARKET SIZE, BY ON-PREMISE, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 95
TABLE 49 SOCIAL CRM MARKET SIZE, BY ON-PREMISE, BY REGION,
2013 - 2018 ($MILLION) 97
TABLE 50 SOCIAL CRM MARKET SIZE, BY ON-PREMISE, BY REGION,
2013 - 2018 (Y-O-Y %) 98
TABLE 51 SOCIAL CRM MARKET SIZE, BY ON-PREMISE, BY VERTICAL,
2013 - 2018 ($MILLION) 99
TABLE 52 SOCIAL CRM MARKET SIZE, BY ON-PREMISE, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 100
TABLE 53 CRM MARKET SIZE, BY HYBRID, BY REGION, 2013 - 2018 ($MILLION) 102
TABLE 54 CRM MARKET SIZE, BY HYBRID, BY REGION, 2013 - 2018 (Y-O-Y %) 103
TABLE 55 CRM MARKET SIZE, BY HYBRID, BY VERTICAL, 2013 - 2018 ($MILLION) 104
TABLE 56 CRM MARKET SIZE, BY HYBRID, BY VERTICAL, 2013 - 2018 (Y-O-Y %) 105
TABLE 57 SOCIAL CRM MARKET SIZE, BY HYBRID, BY REGION,
2013 - 2018 ($MILLION) 107
TABLE 58 SOCIAL CRM MARKET SIZE, BY HYBRID, BY REGION,
2013 - 2018 (Y-O-Y %) 108
TABLE 59 SOCIAL CRM MARKET SIZE, BY HYBRID, BY VERTICAL,
2013 - 2018 ($MILLION) 109
TABLE 60 SOCIAL CRM MARKET SIZE, BY HYBRID, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 110
TABLE 61 SOCIAL CRM MARKET SIZE, BY SOLUTIONS, 2013 - 2018 ($MILLION) 113
TABLE 62 SOCIAL CRM MARKET SIZE, BY SOLUTIONS, BY PROPORTION,
2013 - 2018 (%) 114
TABLE 63 SOCIAL CRM MARKET SIZE, BY SOFTWARE SOLUTIONS,
2013 - 2018 (Y-O-Y %) 115
TABLE 64 SOCIAL CRM MARKET SIZE, BY SOCIAL MONITORING AND SOCIAL LISTENING, BY REGION, 2013 - 2018 ($MILLION) 117
TABLE 65 SOCIAL CRM MARKET SIZE, BY SOCIAL MONITORING AND SOCIAL LISTENING, BY REGION, 2013 - 2018 (Y-O-Y %) 118
TABLE 66 SOCIAL CRM MARKET SIZE, BY SOCIAL MAPPING, BY REGION,
2013 - 2018 ($MILLION) 119
TABLE 67 SOCIAL CRM MARKET SIZE, BY SOCIAL MAPPING, BY REGION,
2013 - 2018 (Y-O-Y %) 120
TABLE 68 SOCIAL CRM MARKET SIZE, BY SOCIAL MIDDLEWARE,
BY REGION, 2013 - 2018 ($MILLION) 122
TABLE 69 SOCIAL CRM MARKET REVENUE BY SOCIAL MIDDLEWARE, BY REGION, 2013 - 2018 (Y-0-Y %) 123
TABLE 70 SOCIAL CRM MARKET REVENUE BY SOCIAL MANAGEMENT, BY REGION, 2013 - 2018 ($MILLION) 124
TABLE 71 SOCIAL CRM MARKET SIZE, BY SOCIAL MANAGEMENT, BY REGION, 2013 - 2018 (Y-O-Y %) 125
TABLE 72 SOCIAL CRM MARKET SIZE, BY SOCIAL MEASUREMENT, BY REGION, 2013 - 2018 ($MILLION) 127
TABLE 73 SOCIAL CRM MARKET SIZE, BY SOCIAL MEASUREMENT, BY REGION, 2013 - 2018 (Y-O-Y %) 128
TABLE 74 SOCIAL CRM MARKET SIZE, BY VERTICALS, 2013 - 2018 ($MILLION) 130
TABLE 75 SOCIAL CRM MARKET SIZE, BY VERTICALS, BY PROPORTION,
2013 - 2018 (%) 131
TABLE 76 SOCIAL CRM MARKET SIZE, BY VERTICALS, 2013 - 2018 (Y-O-Y %) 132
TABLE 77 SOCIAL CRM MARKET REVENUE BY ACADEMIA AND GOVERNMENT,
BY DEPLOYMENT, 2013 - 2018 ($MILLION) 134
TABLE 78 SOCIAL CRM MARKET REVENUE BY ACADEMIA AND GOVERNMENT,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 135
TABLE 79 SOCIAL CRM MARKET SIZE, BY AUTOMOTIVE, TRANSPORTATION AND LOGISTICS, BY DEPLOYMENT, 2013 - 2018 ($MILLION) 136
TABLE 80 SOCIAL CRM MARKET SIZE, BY AUTOMOTIVE, TRANSPORTATION AND LOGISTICS, BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 137
TABLE 81 SOCIAL CRM MARKET REVENUE BY BFSI, BY DEPLOYMENT,
2013 - 2018 ($MILLION) 138
TABLE 82 SOCIAL CRM MARKET REVENUE BY BFSI, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 139
TABLE 83 SOCIAL CRM MARKET SIZE, BY CONSUMER GOODS AND RETAIL,
BY DEPLOYMENT, 2013 - 2018 ($MILLION) 140
TABLE 84 SOCIAL CRM MARKET SIZE, BY CONSUMER GOODS AND RETAIL,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 141
TABLE 85 SOCIAL CRM MARKET SIZE, BY ENERGY, POWER AND UTILITIES,
BY DEPLOYMENT, 2013 - 2018 ($MILLION) 143
TABLE 86 SOCIAL CRM MARKET SIZE, BY ENERGY, POWER AND UTILITIES,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 143
TABLE 87 SOCIAL CRM MARKET SIZE, BY HEALTHCARE, BY DEPLOYMENT,
2013 - 2018 ($MILLION) 145
TABLE 88 SOCIAL CRM MARKET SIZE, BY HEALTHCARE, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 145
TABLE 89 SOCIAL CRM MARKET SIZE, BY OIL AND GAS, BY DEPLOYMENT,
2013 - 2018 ($MILLION) 147
TABLE 90 SOCIAL CRM MARKET SIZE, BY OIL AND GAS, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 147
TABLE 91 SOCIAL CRM MARKET SIZE, BY TELECOM AND IT, BY DEPLOYMENT, 2013 - 2018 ($MILLION) 149
TABLE 92 SOCIAL CRM MARKET SIZE, BY TELECOM AND IT, BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 149
TABLE 93 SOCIAL CRM MARKET SIZE, BY COMPANY SIZE,
2013 - 2018 ($MILLION) 151
TABLE 94 SOCIAL CRM MARKET REVENUE BY COMPANY SIZE, BY PROPORTION, 2013 - 2018 (%) 151
TABLE 95 SOCIAL CRM MARKET SIZE, BY COMPANY SIZE, 2013 - 2018 (Y-O-Y %) 152
TABLE 96 SOCIAL CRM MARKET REVENUE BY SMB, BY REGION,
2013 - 2018 ($MILLION) 153
TABLE 97 SOCIAL CRM MARKET SIZE, BY SMB, BY REGION,
2013 - 2018 (Y-O-Y %) 154
TABLE 98 SOCIAL CRM MARKET SIZE, BY ENTERPRISE, BY REGION,
2013 - 2018 ($MILLION) 156
TABLE 99 SOIAL CRM MARKET SIZE, BY ENTERPRISE, BY REGION,
2013 - 2018 (Y-O-Y %) 157
TABLE 100 SOCIAL CRM MARKET SIZE, BY REGIONS, 2013 - 2018 ($MILLION) 160
TABLE 101 SOCIAL CRM MARKET SIZE, BY REGIONS, BY PROPORTION,
2013 - 2018 (%) 161
TABLE 102 SOCIAL CRM MARKET SIZE, BY REGIONS, 2013 - 2018 (Y-O-Y %) 162
TABLE 103 SOCIAL CRM MARKET SIZE, BY NORTH AMERICA, BY SOLUTIONS,
2013 - 2018 ($MILLION) 163
TABLE 104 SOCIAL CRM MARKET SIZE, BY NORTH AMERICA, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 164
TABLE 105 SOCIAL CRM MARKET SIZE, BY EUROPE, BY SOLUTIONS,
2013 - 2018 ($MILLION) 166
TABLE 106 SOCIAL CRM MARKET SIZE, BY EUROPE, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 167
TABLE 107 SOCIAL CRM MARKET SIZE, BY APAC, BY SOLUTIONS,
2013 - 2018 ($MILLION) 168
TABLE 108 SOCIAL CRM MARKET SIZE, BY APAC, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 169
TABLE 109 SOCIAL CRM MARKET SIZE, BY MEA, BY SOLUTIONS,
2013 - 2018 ($MILLION) 171
TABLE 110 SOCIAL CRM MARKET SIZE, BY MEA, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 172
TABLE 111 SOCIAL CRM MARKET SIZE, BY LATIN AMERICA, BY SOLUTIONS,
2013 - 2018 ($MILLION) 173
TABLE 112 SOCIAL CRM MARKET SIZE, BY LATIN AMERICA, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 174
TABLE 113 CRM MARKET VENTURE CAPITAL (VC) FUNDING 182
TABLE 114 CRM MARKET MERGERS AND ACQUISITIONS (MandA) 184
TABLE 115 AMDOCS: REVENUE, 2011 - 2012 ($MILLION) 193
TABLE 116 AMDOCS: REVENUE BY REGION, 2011 - 2012 ($MILLION) 194
TABLE 117 IBM: REVENUE, 2011 - 2012 ($MILLION) 197
TABLE 118 IBM: REVENUE BY SEGMENT, 2011 - 2012 ($MILLION) 198
TABLE 119 IBM: REVENUE BY REGION, 2011 - 2012 ($MILLION) 198
TABLE 120 JIVE SOFTWARE: REVENUE, 2011 - 2012 ($MILLION) 201
TABLE 121 JIVE SOFTWARE: REVENUE BY SEGMENT, 2011 - 2012 ($MILLION) 202
TABLE 122 MICROSOFT: REVENUE, 2011 - 2012 ($MILLION) 208
TABLE 123 MICROSOFT: REVENUE BY SEGMENT, 2011 - 2012 ($MILLION) 208
TABLE 124 MICROSOFT: REVENUE BY REGION, 2011 - 2012 ($MILLION) 209
TABLE 125 NETSUITE: REVENUE, 2011 - 2012 ($MILLION) 212
TABLE 126 NETSUITE: REVENUE BY SEGMENT, 2011 - 2012 ($MILLION) 213
TABLE 127 NETSUITE: REVENUE, BY REGION, 2011 - 2012 ($MILLION) 213
TABLE 128 ORACLE: REVENUE, 2011 - 2012 ($MILLION) 219
TABLE 129 ORACLE: REVENUE BY SEGMENT, 2011 - 2012 ($MILLION) 219
TABLE 130 ORACLE: REVENUE BY REGION, 2011 - 2012 ($MILLION) 220
TABLE 131 PEGASYSTEMS: REVENUE, 2011 - 2012 ($MILLION) 223
TABLE 132 RAMCO SYSTEMS: REVENUE, 2011 - 2012 ($MILLION) 226
TABLE 133 RAMCO SYSTEMS: REVENUE BY REGION, 2012 ($MILLION) 227
TABLE 134 SAGE: REVENUE, 2011 - 2012 ($MILLION) 230
TABLE 135 SAGE: REVENUE BY BUSINESS UNIT SEGMENT,
2011 - 2012 ($MILLION) 230
TABLE 136 SAGE: REVENUE BY REGION, 2011 - 2012 ($MILLION) 231
TABLE 137 SALESFORCE: REVENUE, 2011 - 2012 ($MILLION) 235
TABLE 138 SALESFORCE: REVENUE BY BUSINESS UNIT SEGMENT,
2011 - 2012 ($MILLION) 235
TABLE 139 SALESFORCE: REVENUE BY REGION, 2011 - 2012 ($MILLION) 236
TABLE 140 SAP: REVENUE, 2011 - 2012 ($MILLION) 240
TABLE 141 SAP: REVENUE BY BUSINESS UNIT SEGMENT, 2011 - 2012 ($MILLION) 240
TABLE 142 SAP: REVENUE BY REGION, 2011 - 2012 ($MILLION) 241



LIST OF FIGURES

FIGURE 1 SEGMENT DEFINITIONS 28
FIGURE 2 OVERALL CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE,
2013 - 2018 ($BILLION) 32
FIGURE 3 OVERALL SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE, 2013 - 2018 ($BILLION) 33
FIGURE 4 CRM AND SOCIAL CRM MARKET ECOSYSTEM 35
FIGURE 5 MARKET PLAYERS AND ROLES 37
FIGURE 6 CRM MARKET SIZE, BY APPLICATION, 2013 - 2018 (Y-O-Y %) 45
FIGURE 7 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY VERTICAL, 2013 - 2018 (Y-O-Y %) 49
FIGURE 8 CRM MARKET SIZE, BY CUSTOMER SERVICE AND SUPPORT,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 51
FIGURE 9 CRM MARKET SIZE, BY MARKETING, BY REGION,
2013 - 2018 (Y-O-Y %) 54
FIGURE 10 CRM MARKET SIZE, BY MARKETING, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 57
FIGURE 11 CRM MARKET SIZE, BY MARKETING, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 59
FIGURE 12 CRM MARKET SIZE, BY SALES, BY REGION, 2013 - 2018 (Y-O-Y %) 61
FIGURE 13 CRM MARKET SIZE, BY SALES, BY VERTICAL, 2013 - 2018 (Y-O-Y %) 64
FIGURE 14 CRM MARKET SIZE, BY SALES, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 66
FIGURE 15 CRM MARKET SIZE, BY OTHER APPLICATIONS, 2013 - 2018 (Y-O-Y %) 69
FIGURE 16 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY REGION,
2013 - 2018 (Y-O-Y %) 71
FIGURE 17 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 74
FIGURE 18 CRM MARKET SIZE, BY OTHER APPLICATIONS, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 76
FIGURE 19 CRM MARKET SIZE, BY TYPE OF DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 80
FIGURE 20 SOCIAL CRM MARKET SIZE, BY TYPE OF DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 81
FIGURE 21 CRM MARKET SIZE, BY HOSTED, BY REGION, 2013 - 2018 (Y-O-Y %) 83
FIGURE 22 CRM MARKET SIZE, BY HOSTED, BY VERTICAL, 2013 - 2018 (Y-O-Y %) 86
FIGURE 23 SOCIAL CRM MARKET SIZE, BY HOSTED, BY REGION,
2013 - 2018 (Y-O-Y %) 88
FIGURE 24 SOCIAL CRM MARKET SIZE, BY HOSTED, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 91
FIGURE 25 CRM MARKET SIZE, BY ON-PREMISE, BY REGION,
2013 - 2018 (Y-O-Y %) 93
FIGURE 26 CRM MARKET SIZE, BY ON-PREMISE, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 96
FIGURE 27 SOCIAL CRM MARKET SIZE, BY ON-PREMISE, BY REGION,
2013 - 2018 (Y-O-Y %) 98
FIGURE 28 SOCIAL CRM MARKET SIZE, BY ON-PREMISE, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 101
FIGURE 29 CRM MARKET SIZE, BY HYBRID, BY REGION, 2013 - 2018 (Y-O-Y %) 103
FIGURE 30 CRM MARKET SIZE, BY HYBRID, BY VERTICAL, 2013 - 2018 (Y-O-Y %) 106
FIGURE 31 SOCIAL CRM MARKET SIZE, BY HYBRID, BY REGION,
2013 - 2018 (Y-O-Y %) 108
FIGURE 32 SOCIAL CRM MARKET SIZE, BY HYBRID, BY VERTICAL,
2013 - 2018 (Y-O-Y %) 111
FIGURE 33 SOCIAL CRM MARKET SIZE, BY SOLUTIONS, 2013 - 2018 (Y-O-Y %) 115
FIGURE 34 SOCIAL CRM MARKET SIZE, BY SOCIAL MONITORING AND SOCIAL LISTENING, BY REGION, 2013 - 2018 (Y-O-Y %) 118
FIGURE 35 SOCIAL CRM MARKET SIZE, BY SOCIAL MAPPING, BY REGION,
2013 - 2018 (Y-O-Y %) 121
FIGURE 36 SOCIAL CRM MARKET SIZE, BY SOCIAL MIDDLEWARE, BY REGION, 2013 - 2018 (Y-0-Y %) 123
FIGURE 37 SOCIAL CRM MARKET SIZE, BY SOCIAL MANAGEMENT, BY REGION, 2013 - 2018 (Y-O-Y %) 126
FIGURE 38 SOCIAL CRM MARKET SIZE, BY SOCIAL MEASUREMENT, BY REGION, 2013 - 2018 (Y-O-Y %) 128
FIGURE 39 SOCIAL CRM MARKET SIZE, BY VERTICALS, 2013 - 2018 (Y-O-Y %) 133
FIGURE 40 SOCIAL CRM MARKET REVENUE BY ACADEMIA AND GOVERNMENT,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 135
FIGURE 41 SOCIAL CRM MARKET SIZE, BY AUTOMOTIVE, TRANSPORTATION AND LOGISTICS, BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 137
FIGURE 42 SOCIAL CRM MARKET REVENUE BY BFSI, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 139
FIGURE 43 SOCIAL CRM MARKET SIZE, BY CONSUMER GOODS AND RETAIL,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 142
FIGURE 44 SOCIAL CRM MARKET SIZE, BY ENERGY, POWER AND UTILITIES,
BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 144
FIGURE 45 SOCIAL CRM MARKET SIZE, BY HEALTHCARE, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 146
FIGURE 46 SOCIAL CRM MARKET SIZE, BY OIL AND GAS, BY DEPLOYMENT,
2013 - 2018 (Y-O-Y %) 148
FIGURE 47 SOCIAL CRM MARKET SIZE, BY TELECOM AND IT, BY DEPLOYMENT, 2013 - 2018 (Y-O-Y %) 150
FIGURE 48 SOCIAL CRM MARKET SIZE, BY COMPANY SIZE, 2013 - 2018 (Y-O-Y %) 152
FIGURE 49 SOCIAL CRM MARKET SIZE, BY SMB, BY REGION,
2013 - 2018 (Y-O-Y %) 155
FIGURE 50 SOCIAL CRM MARKET SIZE, BY ENTERPRISE, BY REGION,
2013 - 2018 (Y-O-Y %) 157
FIGURE 51 PARFAIT CHARTS OF SOCIAL CRM MARKET SIZE, BY REGION,
2013 - 2018 ($BILLION) 159
FIGURE 52 SOCIAL CRM MARKET SIZE, BY REGIONS, 2013 - 2018 (Y-O-Y %) 162
FIGURE 53 SOCIAL CRM MARKET SIZE, BY NORTH AMERICA, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 165
FIGURE 54 SOCIAL CRM MARKET SIZE, BY EUROPE, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 167
FIGURE 55 SOCIAL CRM MARKET SIZE, BY APAC, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 170
FIGURE 56 SOCIAL CRM MARKET SIZE, BY MEA, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 172
FIGURE 57 SOCIAL CRM MARKET SIZE, BY LATIN AMERICA, BY SOLUTIONS,
2013 - 2018 (Y-O-Y %) 175
FIGURE 58 EVOLUTION OF CRM SOLUTIONS 176
FIGURE 59 CRM MARKET DISRUPTION 177
FIGURE 60 SOCIAL CRM MARKET CHASM PLOT 178
FIGURE 61 GO TO MARKET STRATEGY 179
FIGURE 62 ADOPTION ROADMAPS 180
FIGURE 63 PORTFOLIO COMPARISON 181
FIGURE 64 SOCIAL TRENDS 189

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