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Customer Relationship Management Market Report 2013

  • June 2013
  • -
  • Key Note Publications Ltd

Executive Summary

Despite the economic challenges that many companies have faced over the past few years — primarily the global economic downfall of 2008, which served to severely affect developed economies in the US and Europe; as well as the ongoing problems affecting European firms following the Eurozone sovereign debt crisis — expenditure on customer relationship management (CRM) products has continued to observe substantial growth during the past 5 years, with Key Note estimating sales of CRM software to have increased by 38.8% between 2008 and 2012. Indeed, the industry has out-performed sales of other business software in recent years, with many companies realising the significant benefits provided by CRM solutions, which help to streamline operations while also providing expansive cost efficiencies — a factor that has become increasingly important to businesses in recent years following the economic downturn. The customer-centric business model has also become a crucial cornerstone of corporate strategies, thus fuelling demand for CRM systems, which supply businesses with comprehensive customer engagement tools while also providing real-time measurements of customer interactions across all operations.

Table Of Contents

Customer Relationship Management Market Report 2013
Foreword
Executive Summary
Introduction
OVERVIEW
DEFINITION
REPORT OBJECTIVES
PROBLEMS ENCOUNTERED
RESEARCH
Strategic Overview
MARKET DYNAMICS
Customer Relationship Management Growth
CRM.
Mergers and Acquisitions
Mobile Customer Relationship Management
MARKET SECTORS
TOTAL INDUSTRY VALUE AND GROWTH
Value
Growth Areas
DISTRIBUTION
COMPETITIVE STRUCTURE
ADVERTISING AND MARKETING
INDUSTRY AWARDS
CRM Magazine Awards
CRM Excellence Awards
THE CONSUMER
Installed or Hosted CRM?
Making the Decision
MARKET FORECASTS
The On-Premise Market
BACKGROUND
MAJOR PLAYERS
Amdocs Ltd
Aptean
FrontRange Solutions Inc
Group Business Software Enterprises Inc
Infor Global Solutions Inc
KANA Inc
Maximizer Software Inc
OnContact Software Corp
Optima Technologies Inc
Oracle Corp
PegaSystems Inc
SAP AG
StayinFront Inc
Update Software AG
Other CRM Vendors
SALES, MARKETING AND DISTRIBUTION
CONSUMER RESEARCH
Barriers to CRM
Benefits
The Hosted Market
BACKGROUND
MAJOR PLAYERS
Ardexus Inc
BPMonline
Clear C2 Inc
FirstWave Technologies Inc
Microsoft Corp
NetSuite Inc
Sage Group PLC
Salesforce.com
SalesPage Technologies LLC
SugarCRM Inc
Other Hosted CRM Vendors
CRM VENDOR COMPARISON
CONSUMER RESEARCH
An International Perspective
OVERVIEW
PEST Analysis
POLITICAL
Data Protection
UK Government Continues to Invest in Roll Out of Superfast Broadband
ECONOMIC
UK Avoids Triple-Dip Recession But Eurozone Crisis Continues
The US Fiscal Cliff
SOCIAL
The Growth of Social Enterprise
TECHNOLOGICAL
The Power of the Cloud
Mobile Customer Relationship Management
Industry Dynamics
VIRTUAL ROUNDTABLE
Interviewees
Questions and Answers
Competitor Analysis
INTRODUCTION
AMDOCS INC
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
INFOR GLOBAL SOLUTIONS
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
MAXIMIZER SOFTWARE INC
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
MICROSOFT CORP
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
NETSUITE INC
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
ORACLE CORP
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
SAGE GROUP PLC
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
SALESFORCE.COM
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
SAP AG
Corporate Strategy
Marketing
Distribution
Profitability
Current and Future Company Developments
The Future
OVERVIEW
MARKET DEVELOPMENTS
MARKET SHARE
MARKET FORECASTS
MARKET GROWTH
Further Sources
Publications
General Sources
Government Publications
Other Sources
Key Note Research
The Key Note Range of Reports

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