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CRM Analytics Market by Type - Global Forecast to 2019

  • April 2015
  • -
  • MarketsandMarkets
  • -
  • 127 pages

The CRM analytics are widely been adopted by businesses across a broad spectrum of verticals mentioned in the report such as Banking, Financial Services, and Insurance (BFSI), retail & wholesale, telecommunication & IT, healthcare & life sciences, manufacturing, energy & utilities, media & entertainment, and transportation & logistics, hospitality, other verticals too.

The complete CRM analytics market analysis consists of evaluating various types, deployment model, end users, verticals and regions. The overall market size is found by adding up the individual market size of all the types including Marketing Analytics, Customer Analytics, Sales Analytics, Contact Center Analytics, and Web & Social Media Analytics.

The CRM analytics solutions are currently offered by numerous vendors such as IBM, Oracle, Microsoft, Salesforce Inc., SAP AG and others. These vendors are offering the CRM analytics solutions over on-premise and cloud as a standalone solution as well as integrated in the CRM suit.

Today the prime concern in the CRM analytics market is regarding the data security and privacy. To meet this major concern of the customers, CRM analytics vendors as well as resellers, systems integrators, and data center operators have been working together to make sure that CRM analytics are delivered easily with maximum security and customization. The CRM analytics vendors are also engaged in delivering advanced analytical solution with lower cost to enhance the business ROI.

The report is expected to help the market leaders/new entrants in this market in the following ways:
1. This report segments the CRM analytics market into types, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments. The market numbers are further split across the verticals, end users, deployment model, and regions.
2. This report will help them better understand the competitors and gain more insights to better position their business. There is a separate section on competitive landscape that includes competitors’ ecosystem and their roles in the market. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors.
3. The report helps them to understand the overall growth of the market. The report provides information and analysis of key market drivers, restraints, challenges, and opportunities.

Table Of Contents

CRM Analytics Market by Type - Global Forecast to 2019
TABLE OF CONTENTS

1 INTRODUCTION 14
1.1 OBJECTIVES OF THE STUDY 14
1.2 MARKET DEFINITION 14
1.3 MARKET SCOPE 14
1.4 MARKETS COVERED 15
1.4.1 YEARS CONSIDERED FOR THE STUDY 15
1.5 CURRENCY 16
1.6 LIMITATION 16
1.7 STAKEHOLDERS 16
2 RESEARCH METHODOLOGY 17
2.1 MARKET SIZE ESTIMATION 18
2.2 MARKET BREAKDOWN AND DATA TRIANGULATION 21
2.3 MARKET SHARE ESTIMATION 22
2.3.1 KEY DATA TAKEN FROM SECONDARY SOURCES 22
2.3.2 KEY DATA TAKEN FROM PRIMARY SOURCES 22
2.3.3 KEY INDUSTRY INSIGHTS 23
2.4 ASSUMPTIONS 24
3 EXECUTIVE SUMMARY 25
3.1 BEST MARKET TO INVEST 27
4 PREMIUM INSIGHTS 29
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CRM ANALYTICS MARKET 29
4.2 LIFE CYCLE ANALYSIS, BY REGION 30
4.3 REGION-WISE ADOPTION 31
4.4 KEY VERTICALS AND REGIONAL MARKETS IN THE CRM ANALYTICS MARKET 32
5 MARKET OVERVIEW 33
5.1 INTRODUCTION 34
5.2 MARKET SEGMENTATION 34
5.2.1 BY TYPE 34
5.2.2 BY END USER 35
5.2.3 BY DEPLOYMENT 35
5.2.4 BY VERTICAL 36
5.2.5 BY REGION 37
5.3 MARKET DYNAMICS 37
5.3.1 DRIVERS 38
5.3.1.1 Explosive growth in data generation 38
5.3.1.2 Proven benefits of analytics 38
5.3.2 RESTRAINTS 38
5.3.2.1 Data management, quality, and integration concerns 38
5.3.3 OPPORTUNITIES 39
5.3.3.1 Increase in the adoption of cloud-based CRM analytics 39
5.3.3.2 Regulatory compliance 39
5.3.4 CHALLENGES 40
5.3.4.1 Need for customization 40
5.3.4.2 Data privacy and security concerns 40
6 INDUSTRY TRENDS 41
6.1 INTRODUCTION 41
6.2 VALUE CHAIN ANALYSIS 41
6.3 ECOSYSTEM 42
6.4 PORTER'S FIVE FORCES ANALYSIS 44
6.4.1 THREAT FROM NEW ENTRANTS 44
6.4.2 THREAT FROM SUBSTITUTES 45
6.4.3 BARGAINING POWER OF SUPPLIERS 45
6.4.4 BARGAINING POWER OF BUYERS 45
6.4.5 INTENSITY OF COMPETITIVE RIVALRY 45
7 CRM ANALYTICS MARKET ANALYSIS, BY TYPE 46
7.1 INTRODUCTION 47
7.2 MARKETING ANALYTICS 48
7.3 SALES ANALYTICS 49
7.4 CUSTOMER ANALYTICS 50
7.5 CONTACT CENTER ANALYTICS 51
7.6 WEB AND SOCIAL MEDIA ANALYTICS 52
8 CRM ANALYTICS MARKET ANALYSIS, BY END USER 54
8.1 INTRODUCTION 55
8.2 SMALL AND MEDIUM BUSINESSES (SMBS) 56
8.3 LARGE ENTERPRISES 57
9 CRM ANALYTICS MARKET ANALYSIS, BY DEPLOYMENT 58
9.1 INTRODUCTION 59
9.2 ON-PREMISES 60
9.3 CLOUD 61

10 CRM ANALYTICS MARKET, BY VERTICAL 62
10.1 INTRODUCTION 63
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 64
10.3 RETAIL AND WHOLESALE 66
10.4 HEALTHCARE AND LIFE SCIENCES 68
10.5 TELECOMMUNICATION AND IT 69
10.6 ENERGY AND UTILITIES 71
10.7 MEDIA AND ENTERTAINMENT 73
10.8 TRANSPORTATION AND LOGISTICS 75
10.9 HOSPITALITY 76
10.10 MANUFACTURING 78
10.11 OTHERS 80
11 CRM ANALYTICS MARKET ANALYSIS, BY REGION 82
11.1 INTRODUCTION 83
11.2 NORTH AMERICA 85
11.3 EUROPE 85
11.4 ASIA-PACIFIC (APAC) 86
11.5 MIDDLE EAST AND AFRICA (MEA) 86
11.6 LATIN AMERICA (LA) 87
12 COMPETITIVE LANDSCAPE 88
12.1 OVERVIEW 88
12.2 COMPETITIVE SITUATION AND TRENDS 89
12.2.1 NEW PRODUCT LAUNCHES 90
12.2.2 AGREEMENTS, PARTNERSHIPS, COLLABORATIONS, AND JOINT VENTURES 91
12.2.3 MERGERS AND ACQUISITIONS 91
12.2.4 EXPANSION 92

13 COMPANY PROFILES 93
(Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.1 INTRODUCTION 93
13.2 ORACLE CORPORATION 94
13.3 SAP SE 96
13.4 INTERNATIONAL BUSINESS MACHINES CORPORATION 99
13.5 MICROSOFT CORPORATION 102
13.6 SAS INSTITUTE, INC. 105
13.7 ACCENTURE PLC 108
13.8 INFOR 110
13.9 TERADATA 112
13.10 ANGOSS SOFTWARE CORPORATION 114
13.11 SALESFORCE 115
*Details on Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
14 APPENDIX 117
14.1 INSIGHTS OF INDUSTRY EXPERTS 117
14.2 DISCUSSION GUIDE 118
14.3 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 122
14.4 AVAILABLE CUSTOMIZATIONS 124
14.5 RELATED REPORTS 125


LIST OF TABLES

TABLE 1 CRM ANALYTICS MARKET: DRIVER ANALYSIS 38
TABLE 2 CRM ANALYTICS MARKET: RESTRAINT ANALYSIS 38
TABLE 3 CRM ANALYTICS MARKET: OPPORTUNITY ANALYSIS 39
TABLE 4 CRM ANALYTICS MARKET: CHALLENGE ANALYSIS 40
TABLE 5 GLOBAL CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 47
TABLE 6 MARKETING ANALYTICS: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 49
TABLE 7 MARKETING ANALYTICS: CRM MARKET SIZE, BY DEPLOYMENT,
2012-2019 ($MILLION) 49
TABLE 8 SALES ANALYTICS: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 50
TABLE 9 SALES ANALYTICS: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT,
2012-2019 ($MILLION) 50
TABLE 10 CUSTOMER ANALYTICS: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 51
TABLE 11 CUSTOMER ANALYTICS: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT,
2012-2019 ($MILLION) 51
TABLE 12 CONTACT CENTER ANALYTICS: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 52
TABLE 13 CONTACT CENTER ANALYTICS: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION) 52
TABLE 14 WEB AND SOCIAL MEDIA ANALYTICS: CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 53
TABLE 15 WEB AND SOCIAL MEDIA ANALYTICS: CRM ANALYTICS MARKET SIZE,
BY DEPLOYMENT, 2012-2019 ($MILLION) 53
TABLE 16 CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 56
TABLE 17 SMBS: CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 56
TABLE 18 LARGE ENTERPRISES: CRM ANALYTICS MARKET SIZE, BY TYPE,
2012-2019 ($MILLION) 57
TABLE 19 CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION) 60
TABLE 20 ON-PREMISES: CRM ANALYTICS MARKET SIZE, BY SIZE, 2012-2019 ($MILLION) 60
TABLE 21 CLOUD: CRM ANALYTICS MARKET SIZE, BY SIZE, 2012-2019 ($MILLION) 61
TABLE 22 CRM ANALYTICS MARKET SIZE, BY VERTICAL, 2012-2019 ($MILLION) 63
TABLE 23 BFSI: CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 65
TABLE 24 BFSI: CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 65
TABLE 25 BFSI: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 65
TABLE 26 BFSI: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION) 66
TABLE 27 RETAIL AND WHOLESALE: CRM ANALYTICS MARKET SIZE, BY TYPE,
2012-2019 ($MILLION) 66
TABLE 28 RETAIL AND WHOLESALE: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 67
TABLE 29 RETAIL AND WHOLESALE: CRM ANALYTICS MARKET SIZE, BY END USER,
2012-2019 ($MILLION) 67
TABLE 30 RETAIL AND WHOLESALE: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION) 67
TABLE 31 HEALTHCARE AND LIFE SCIENCES: CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 68
TABLE 32 HEALTHCARE AND LIFE SCIENCES: CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 68
TABLE 33 HEALTHCARE AND LIFE SCIENCES: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 69
TABLE 34 HEALTHCARE AND LIFE SCIENCES: CRM ANALYTICS MARKET SIZE,
BY DEPLOYMENT, 2012-2019 ($MILLION) 69
TABLE 35 TELECOMMUNICATION AND IT: CRM ANALYTICS MARKET SIZE, BY TYPE,
2012-2019 ($MILLION) 70
TABLE 36 TELECOMMUNICATION AND IT: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 70
TABLE 37 TELECOMMUNICATION AND IT: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 70
TABLE 38 TELECOMMUNICATION AND IT: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT, 2012-2019 ($MILLION) 71
TABLE 39 ENERGY AND UTILITIES: CRM ANALYTICS MARKET SIZE, BY TYPE,
2012-2019 ($MILLION) 71
TABLE 40 ENERGY AND UTILITIES: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 72
TABLE 41 ENERGY AND UTILITIES: CRM ANALYTICS MARKET SIZE, BY END USER,
2012-2019 ($MILLION) 72
TABLE 42 ENERGY AND UTILITIES: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT,
2012-2019 72
TABLE 43 MEDIA AND ENTERTAINMENT: CRM ANALYTICS MARKET SIZE, BY TYPE,
2012-2019 ($MILLION) 73
TABLE 44 MEDIA AND ENTERTAINMENT: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 74
TABLE 45 MEDIA AND ENTERTAINMENT: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 74
TABLE 46 MEDIA AND ENTERTAINMENT: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT, 2012-2019 74
TABLE 47 TRANSPORTATION AND LOGISTICS: CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 75
TABLE 48 TRANSPORTATION AND LOGISTICS: CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 75
TABLE 49 TRANSPORTATION AND LOGISTICS: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 76
TABLE 50 TRANSPORTATION AND LOGISTICS: CRM ANALYTICS MARKET SIZE,
BY DEPLOYMENT, 2012-2019 ($MILLION) 76
TABLE 51 HOSPITALITY: CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 77
TABLE 52 HOSPITALITY: CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 77
TABLE 53 HOSPITALITY: CRM ANALYTICS MARKET SIZE, BY END USER,
2012-2019 ($MILLION) 77
TABLE 54 HOSPITALITY: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT,
2012-2019 ($MILLION) 78
TABLE 55 MANUFACTURING: CRM ANALYTICS MARKET SIZE, BY TYPE,
2012-2019 ($MILLION) 78
TABLE 56 MANUFACTURING: CRM ANALYTICS MARKET SIZE, BY REGION,
2012-2019 ($MILLION) 79
TABLE 57 MANUFACTURING: CRM ANALYTICS MARKET SIZE, BY END USER,
2012-2019 ($MILLION) 79
TABLE 58 MANUFACTURING: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT,
2012-2019 ($MILLION) 79
TABLE 59 OTHERS: CRM ANALYTICS MARKET SIZE, BY TYPE, 2012-2019 ($MILLION) 80
TABLE 60 OTHERS: CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 80
TABLE 61 OTHERS: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 81
TABLE 62 OTHERS: CRM ANALYTICS MARKET SIZE, BY DEPLOYMENT,
2012-2019 ($MILLION) 81
TABLE 63 CRM ANALYTICS MARKET SIZE, BY REGION, 2012-2019 ($MILLION) 84
TABLE 64 NA: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 85
TABLE 65 EUROPE: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 85
TABLE 66 APAC: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 86
TABLE 67 MEA: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 86
TABLE 68 LA: CRM ANALYTICS MARKET SIZE, BY END USER, 2012-2019 ($MILLION) 87
TABLE 69 NEW PRODUCT LAUNCHES, 2011-2014 90
TABLE 70 AGREEMENTS, PARTNERSHIPS, COLLABORATIONS, AND JOINT VENTURES,
2011-2014 91
TABLE 71 MERGERS AND ACQUISITIONS, 2011-2014 91
TABLE 72 EXPANSIONS, 2012-2014 92


LIST OF FIGURES

FIGURE 1 CRM ANALYTICS MARKET: RESEARCH DESIGN 17
FIGURE 2 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 19
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 19
FIGURE 4 BREAKDOWN OF PRIMARY INTERVIEW: BY COMPANY TYPE, DESIGNATION, AND REGION 20
FIGURE 5 MARKET SNAPSHOT OF REGIONS COVERED (2014) 26
FIGURE 6 CRM ANALYTICS MARKET SNAPSHOT ON THE BASIS OF TYPES (2014 VS. 2019) 27
FIGURE 7 CLOUD DEPLOYMENT MODEL IS CREATING HUGE INVESTMENT OPPORTUNITIES
IN CRM ANALYTICS MARKET 27
FIGURE 8 LUCRATIVE MARKET PROSPECTS IN THE CRM ANALYTICS MARKET 29
FIGURE 9 LIFE CYCLE ANALYSIS, BY REGION (2014): LA SOON TO ENTER EXPONENTIAL GROWTH PHASE DURING THE FORECAST PERIOD 30
FIGURE 10 LA LEADING THE CRM ANALYTICS MARKET WITH THE HIGHEST GROWTH RATE 31
FIGURE 11 GLOBAL CRM ANALYTICS MARKET: TOP THREE VERTICALS AND REGIONS,
BY MARKET GROWTH RATE (2014-2019) 32
FIGURE 12 CRM ANALYTICS MARKET SEGMENTATION: BY TYPE 34
FIGURE 13 CRM ANALYTICS MARKET SEGMENTATION: BY END USER 35
FIGURE 14 CRM ANALYTICS MARKET SEGMENTATION: BY DEPLOYMENT 35
FIGURE 15 CRM ANALYTICS MARKET SEGMENTATION: BY VERTICAL 36
FIGURE 16 CRM ANALYTICS MARKET SEGMENTATION: BY REGION 37
FIGURE 17 MARKET DYNAMICS 37
FIGURE 18 CRM ANALYTICS MARKET: VALUE CHAIN ANALYSIS 42
FIGURE 19 CUSTOMER ANALYTICS ECOSYSTEM 43
FIGURE 20 CRM ANALYTICS: PORTER'S FIVE FORCES ANALYSIS 44
FIGURE 21 MARKETING ANALYTICS SEGMENT IS EXPECTED TO HAVE THE HIGHEST MARKET SIZE THROUGHOUT THE FORECAST PERIOD 48
FIGURE 22 CRM ANALYTICS MARKET SIZE IN SMB IS EXPECTED TO GROW BY 16.4% DURING THE FORECAST PERIOD 55
FIGURE 23 CRM ANALYTICS MARKET SIZE FOR CLOUD DEPLOYMENT MODEL IS EXPECTED TO GROW BY 16.6% DURING THE FORECAST PERIOD 59
FIGURE 24 CRM ANALYTICS MARKET GROWTH RATE COMPARISON: BY VERTICAL 64
FIGURE 25 CRM ANALYTICS MARKET COMPARISON: BY REGION 83
FIGURE 26 NA MARKET HAVE THE HIGHEST ADOPTION FOR CRM ANALYTICS 84
FIGURE 27 COMPANIES ADOPTED AGREEMENTS, PARTNERSHIPS, COLLABORATIONS,
AND JOINT VENTURES AS THE KEY GROWTH STRATEGY OVER THE LAST 3 YEARS 88
FIGURE 28 MICROSOFT GREW AT THE FASTEST RATE BETWEEN 2009 AND 2013 89
FIGURE 29 BATTLE FOR MARKET SHARE: NEW PRODUCT LAUNCH WAS THE KEY STRATEGY 89
FIGURE 30 GEOGRAPHIC REVENUE MIX OF KEY MARKET PLAYERS 93
FIGURE 31 ORACLE: COMPANY SNAPSHOT 94
FIGURE 32 ORACLE: SWOT ANALYSIS 95
FIGURE 33 SAP SE: COMPANY SNAPSHOT 96
FIGURE 34 SAP SE.: SWOT ANALYSIS 98
FIGURE 35 IBM: COMPANY SNAPSHOT 99
FIGURE 36 IBM: SWOT ANALYSIS 101
FIGURE 37 MICROSOFT: COMPANY SNAPSHOT 102
FIGURE 38 MICROSOFT: SWOT ANALYSIS 104
FIGURE 39 SAS.: COMPANY SNAPSHOT 105
FIGURE 40 SAS: SWOT ANALYSIS 107
FIGURE 41 ACCENTURE: COMPANY SNAPSHOT 108
FIGURE 42 INFOR: COMPANY SNAPSHOT 110
FIGURE 43 TERADATA: COMPANY SNAPSHOT 112
FIGURE 44 SALESFORCE: COMPANY SNAPSHOT 115

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