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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. 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.

There is a surging need for enterprises to opt for solutions such as Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for increasing customer engagements. The North American market is expected to lead the market share for social CRM. In the longer term, the Asia Pacific market is expected to have increased social CRM adoption. This is largely due to the fact that SMEs in the region are growing at a rapid rate.

Cloud adoption among enterprises is also forcing CRM solution providers to opt for hosted deployments for software across various verticals. While the recent rush was along verticals such as financial services, insurance, telecom and retail, the future is going to be positive for other verticals as well. The increase in market share of hosted CRM is directly credited to the increase in its value proposition.

The overall global social CRM market is expected be $2.22 billion in 2014 and forecasted to be $17.92 billion by 2019 with a compound annual growth rate (CAGR) of 51.9% for 2014 to 2019.

Table Of Contents

Social Customer Relationship Management Market by Solution, by Deployment - Global Forecasts to 2019
TABLE OF CONTENTS

1 INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 MARKET SCOPE
1.3.1 MARKETS COVERED
1.3.2 YEARS CONSIDERED
1.3.3 LIMITATIONS
1.4 CURRENCY
1.5 STAKEHOLDERS
2 RESEARCH METHODOLOGY
2.1 MARKET SIZE ESTIMATION
2.2 MARKET BREAKDOWN AND DATA TRIANGULATION
2.3 MARKET SHARE ESTIMATION
2.3.1 KEY DATA FROM SECONDARY SOURCES
2.3.2 KEY DATA FROM PRIMARY SOURCES
2.4 ASSUMPTIONS
3 EXECUTIVE SUMMARY
4 PREMIUM INSIGHTS
4.1 GLOBAL SOCIAL CRM MARKET SCENARIO
4.2 SOCIAL CRM MARKET: TOP THREE SOLUTION SEGMENTS
4.3 PRODUCT GROWTH MATRIX
4.4 LIFECYCLE ANALYSIS, BY REGION, 2014
4.5 CHASM PLOT
4.6 GO-TO-MARKET STRATEGY
4.7 ADOPTION ROADMAPS
4.8 APAC SOCIAL CRM MARKET BY INDUSTRY
5 MARKET OVERVIEW
5.1 INTRODUCTION
5.2 MARKET SEGMENTATION
5.3 MARKET DYNAMICS
5.3.1 DRIVERS
5.3.1.1 Focus on enhancing customer engagement
5.3.1.2 Emerging SMBs
5.3.1.3 Ease to use CRM products and services
5.3.2 RESTRAINTS
5.3.2.1 Security and privacy of DATA
5.3.2.2 Enterprise readiness
5.3.3 OPPORTUNITIES
5.3.3.1 Solutions for business specific problems
5.3.3.2 Increasing use of BYOD devices
5.3.4 CHALLENGES
5.3.4.1 High patience required to realize the benefits of social CRM
5.3.4.2 Difficulty in understanding the industry-specific jargons
5.3.4.3 Sifting through the overload of information
6 INDUSTRY TRENDS
6.1 VALUE CHAIN ANALYSIS
6.2 PORTER'S FIVE FORCES ANALYSIS
6.2.1 THREAT OF NEW ENTRANTS
6.2.2 THREAT OF SUBSTITUTES
6.2.3 BARGAINING POWER OF SUPPLIERS
6.2.4 BARGAINING POWER OF BUYERS
6.2.5 INTENSITY OF RIVALRY
7 SOCIAL CRM MARKET ANALYSIS, BY APPLICATION
7.1 INTRODUCTION
7.2 CUSTOMER SERVICE AND SUPPORT
7.3 MARKETING
7.4 SALES
7.5 OTHERS (INNOVATIONS, COLLABORATIONS, CUSTOMER EXPERIENCE)
8 SOCIAL CRM MARKET ANALYSIS, BY SOLUTION
8.1 INTRODUCTION
8.2 SOCIAL MONITORING AND SOCIAL LISTENING
8.3 SOCIAL MAPPING
8.4 SOCIAL MIDDLEWARE
8.5 SOCIAL MANAGEMENT
8.6 SOCIAL MEASUREMENT
9 SOCIAL CRM MARKET ANALYSIS, BY DEPLOYMENT MODE
9.1 INTRODUCTION
9.2 HOSTED
9.3 ON-PREMISES
10 SOCIAL CRM MARKET ANALYSIS, BY END USER
10.1 INTRODUCTION
10.2 SMALL AND MEDIUM BUSINESSES (SMBS)
10.3 ENTERPRISES
11 SOCIAL CRM MARKET ANALYSIS, BY VERTICAL
11.1 INTRODUCTION
11.2 ACADEMIA AND GOVERNMENT
11.3 AUTOMOTIVE, TRANSPORTATION, AND LOGISTICS
11.4 BANKING , FINANCIAL SERVICES, AND INSURANCE (BFSI)
11.5 CONSUMER GOODS AND RETAIL
11.6 ENERGY, POWER, AND UTILITIES
11.7 HEALTHCARE
11.8 MANUFACTURING
11.9 TELECOM AND IT
11.10 OTHER VERTICALS
12 GEOGRAPHIC ANALYSIS
12.1 INTRODUCTION
12.2 NORTH AMERICA (NA)
12.3 EUROPE
12.4 LATIN AMERICA (LA)
12.5 ASIA-PACIFIC (APAC)
12.6 MIDDLE EAST AND AFRICA (MEA)
13 COMPETITIVE LANDSCAPE
13.1 OVERVIEW
13.2 PRODUCT PORTFOLIO COMPARISON
13.3 COMPETITIVE SITUATION AND TRENDS
13.4 MERGERS AND ACQUISITIONS
13.5 NEW PRODUCT LAUNCHES
13.6 PARTNERSHIPS, AGREEMENTS, JOINT VENTURES, AND COLLABORATIONS
13.7 EXPANSIONS
14 COMPANY PROFILES
(Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
14.1 INTRODUCTION
14.2 IBM
14.3 JIVE SOFTWARE
14.4 LITHIUM
14.5 ORACLE
14.6 SALESFORCE
14.7 MICROSOFT
14.8 NETSUITE
14.9 PEGASYSTEMS
14.10 SAP
14.11 SUGARCRM
*Details on Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
15 APPENDIX
15.1 INDUSTRY EXPERTS
15.2 DISCUSSION GUIDE
15.3 INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
15.4 AVAILABLE CUSTOMIZATIONS
15.5 RELATED REPORTS


LIST OF TABLES

TABLE 1 SOCIAL CRM MARKET SIZE AND GROWTH, 2012-2019 ($MILLION, Y-O-Y %)
TABLE 2 FOCUS ON CUSTOMER ENGAGEMENT IS PROPELLING THE GROWTH OF THE SOCIAL CRM MARKET
TABLE 3 SECURITY AND PRIVACY CONCERNS ARE THE MAJOR OBSTACLES HAMPERING THE GROWTH OF THE SOCIAL CRM MARKET
TABLE 4 INCREASING BYOD ADOPTION PROVIDES SIGNIFICANT OPPORTUNITY FOR VENDORS IN THE SOCIAL CRM MARKET
TABLE 5 SIFTING THROUGH THE OVERLOAD OF INFORMATION IS A MAJOR CHALLENGE FOR THE SOCIAL CRM MARKET
TABLE 6 GLOBAL SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
TABLE 7 CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 8 CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
TABLE 9 CUSTOMER SERVICE AND SUPPORT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION)
TABLE 10 MARKETING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 11 MARKETING: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
TABLE 12 MARKETING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019, ($MILLION)
TABLE 13 SALES: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 14 SALES: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
TABLE 15 SALES: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION)
TABLE 16 OTHERS: SOCIAL CRM MARKET SIZE, BY TYPE, 2012-2019 ($MILLION)
TABLE 17 OTHERS: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 18 OTHERS: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2014-2019 ($MILLION)
TABLE 19 OTHERS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($BILLION)
TABLE 20 SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 21 SOCIAL MONITORING AND SOCIAL LISTENING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
TABLE 22 SOCIAL MONITORING AND SOCIAL LISTENING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 23 SOCIAL MAPPING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
TABLE 24 SOCIAL MAPPING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 25 SOCIAL MIDDLEWARE: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
TABLE 26 SOCIAL MIDDLEWARE: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 27 SOCIAL MANAGEMENT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
TABLE 28 SOCIAL MANAGEMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 29 SOCIAL MEASUREMENT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
TABLE 30 SOCIAL MEASUREMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 31 SOCIAL CRM MARKET SIZE, BY DEPLOYMENT MODE, 2012-2019 ($MILLION)
TABLE 32 HOSTED DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 33 HOSTED DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
TABLE 34 ON-PREMISES DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 35 ON-PREMISES DEPLOYMENT: SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
TABLE 36 SOCIAL CRM MARKET SIZE, BY END USER, 2012-2019 ($MILLION)
TABLE 37 SMB: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 38 SMB: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 39 ENTERPRISE: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 40 ENTERPRISE: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 41 SOCIAL CRM MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION)
TABLE 42 ACADEMIA AND GOVERNMENT: SOCIAL CRM MARKET, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 43 ACADEMIA AND GOVERNMENT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 44 AUTOMOTIVE, TRANSPORTATION AND LOGISTICS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 45 AUTOMOTIVE, TRANSPORTATION AND LOGISTICS: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 46 BFSI: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 47 BFSI: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 48 CONSUMER GOODS AND RETAIL: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 49 CONSUMER GOODS AND RETAIL: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 50 ENERGY, POWER, AND UTILITIES: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 51 ENERGY, POWER, AND UTILITIES: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 52 HEALTHCARE: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 53 HEALTHCARE: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 54 MANUFACTURING: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 55 MANUFACTURING: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 56 TELECOM AND IT: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 57 TELECOM AND IT: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 58 OTHER VERTICALS: SOCIAL CRM MARKET SIZE, BY DEPLOYMENT TYPE, 2012-2019 ($MILLION)
TABLE 59 OTHER VERTICALS: SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 60 SOCIAL CRM MARKET SIZE, BY REGION, 2012-2019 ($MILLION)
TABLE 61 NA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
TABLE 62 NA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 63 EUROPE: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
TABLE 64 EUROPE: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 65 LA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
TABLE 66 LA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 67 APAC: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
TABLE 68 APAC: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 69 MEA: SOCIAL CRM MARKET SIZE, BY APPLICATION, 2012-2019 ($MILLION)
TABLE 70 MEA: SOCIAL CRM MARKET SIZE, BY SOLUTION, 2012-2019 ($MILLION)
TABLE 71 MERGERS AND ACQUISITIONS, 2011-2014
TABLE 72 NEW PRODUCT LAUNCHES, 2011-2014
TABLE 73 PARTNERSHIPS, AGREEMENTS, JOINT VENTURES, AND COLLABORATIONS, 2011-2014
TABLE 74 EXPANSIONS, 2011-2014


LIST OF FIGURES

FIGURE 1 MARKET SCOPE AND SEGMENT DEFINITIONS
FIGURE 2 GLOBAL SOCIAL CRM MARKET: RESEARCH DESIGN
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
FIGURE 5 BREAK DOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
FIGURE 6 DATA TRIANGULATION PROCESS
FIGURE 7 THE EVOLUTION OF SOCIAL CRM
FIGURE 8 NA DOMINATES THE SOCIAL CRM MARKET
FIGURE 9 TOP THREE REVENUE SEGMENTS IN SOCIAL CRM MARKET
FIGURE 10 MANUFACTURING IS EXPECTED TO GROW WITH THE HIGHEST CAGR DURING THE FORECAST PERIOD
FIGURE 11 CUSTOMER SERVICE AND SUPPORT AN ATTRACTIVE SEGMENT FOR SOCIAL CRM VENDORS
FIGURE 12 ATTRACTIVE MARKET OPPORTUNITIES IN SOCIAL CRM
FIGURE 13 TOP THREE SOLUTIONS IN SOCIAL CRM MARKET
FIGURE 14 SOCIAL MONITORING AND LISTENING EXPECTED TO BE THE FASTEST GROWING REVENUE POCKET FOR SOCIAL CRM MARKET PLAYERS
FIGURE 15 APAC ENTERING EXPONENTIAL GROWTH PHASE IN THE SOCIAL CRM MARKET
FIGURE 16 SOCIAL CRM MARKET: CHASM PLOT
FIGURE 17 GO-TO-MARKET STRATEGY
FIGURE 18 CONSUMER GOODS AND RETAIL SECTOR TO WITNESS A CONSISTENT HIGH ADOPTION TREND DURING THE FORECAST PERIOD
FIGURE 19 TELECOM AND IT AND CONSUMER GOODS AND RETAIL ARE THE LEADING SEGMENTS IN TERMS OF MARKET SHARE IN APAC REGION FOR 2014
FIGURE 20 MARKET ECOSYSTEM: SOCIAL CRM
FIGURE 21 CUSTOMER-CENTRIC APPROACH AND CUSTOMER ENGAGEMENTS BY BUSINESSES ARE DRIVING THE SOCIAL CRM MARKET
FIGURE 22 SOCIAL CRM: VALUE CHAIN ANALYSIS
FIGURE 23 SOCIAL CRM: PORTER'S FIVE FORCES ANALYSIS
FIGURE 24 APPLICATIONS OF SOCIAL CRM
FIGURE 25 CUSTOMER SUPPORT AND SERVICES IS EXPECTED TO HAVE THE HIGHEST GROWTH RATE IN THE FORECAST PERIOD
FIGURE 26 EVOLUTION OF SOCIAL CRM FROM CRM
FIGURE 27 SOCIAL MONITORING EXPECTED TO HAVE THE HIGHEST GROWTH RATE IN THE FORECAST PERIOD
FIGURE 28 HOSTED VS. ON-PREMISES SOCIAL CRM DEPLOYMENT
FIGURE 29 HOSTED DEPLOYMENT EXPECTED TO HAVE THE HIGHEST GROWTH RATE
FIGURE 30 SMBS EXPECTED TO HAVE THE HIGHEST GROWTH RATE AT 55.7% DURING THE FORECAST PERIOD
FIGURE 31 MANUFACTURING EXPECTED TO HAVE THE HIGHEST GROWTH RATE AT 54.5% DURING THE FORECAST PERIOD
FIGURE 32 GEOGRAPHIC SNAPSHOT: APAC IS EMERGING AS A NEW HOTSPOT
FIGURE 33 APAC EXPECTED TO HAVE THE HIGHEST GROWTH RATE AT 69.4% DURING THE FORECAST PERIOD
FIGURE 34 APAC: AN ATTRACTIVE DESTINATION FOR SOCIAL CRM VENDORS
FIGURE 35 NORTH AMERICAN MARKET SNAPSHOT: DEMAND IS DRIVEN BY INCREASING DEMAND FOR SOCIAL CRM SOLUTIONS
FIGURE 36 COMPANIES ADOPTED MERGERS AND ACQUISITIONS AS THE KEY GROWTH STRATEGY TO EXPAND THEIR PRESENCE IN THE MARKET
FIGURE 37 COMPANIES ADOPTED MERGERS AND ACQUISITIONS AS THE KEY GROWTH STRATEGY TO EXPAND THEIR PRESENCE IN THE MARKET
FIGURE 38 AREA CHART SHOWING HISTORICAL CAGR OF TOP 4 PLAYERS
FIGURE 39 MARKET EVALUATION FRAMEWORK
FIGURE 40 BATTLE FOR MARKET SHARE: MERGERS AND ACQUISITION HAS BEEN THE KEY STRATEGY
FIGURE 41 GEOGRAPHIC REVENUE MIX OF TOP 5 MARKET PLAYERS: REFERENCE
FIGURE 42 IBM: COMPANY SNAPSHOT
FIGURE 43 JIVE SOFTWARE: COMPANY SNAPSHOT
FIGURE 44 ORACLE: COMPANY SNAPSHOT
FIGURE 45 SALESFORCE: COMPANY SNAPSHOT
FIGURE 46 MICROSOFT: COMPANY SNAPSHOT
FIGURE 47 NETSUITE: COMPANY SNAPSHOT
FIGURE 48 PEGASYSTEMS: COMPANY SNAPSHOT
FIGURE 49 SAP: COMPANY SNAPSHOT

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