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Global Customer Relationship Management (CRM) Market Research Report

  • Report Code: IN 1120
  • Publish Date: Upcoming
  
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Summary
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The global customer relationship management (CRM) & social CRM market is expected to grow from $17.19 billion in 2013 to $24.22 billion in 2018, at an estimated CAGR of 7.1%, during the period 2013-2018. The global customer relationship management (CRM) & social CRM market is primarily driven by the rising focus on customer engagement.

 

Social CRM amalgamates a social layer with traditional CRM software solutions. These solutions offer several advantages such as increased transparency, better communication of business ideas and information, and flexibility in performance. Social CRM emphasizes on leveraging social tools and sites to help enterprises creating effective brand presence among its customers. These solutions provide a social platform for budding businesses CRM needs and also provide flexibility, in terms of reach, administration, and deployment. Social CRM incorporates customers’ feedback into the planning process of the organizations in order to attract more customers. Enterprises are coming up with solutions for social listening, social monitoring, social middleware, social management and social measurement for providing the best in class customer experience to the customers.

 

The global customer relationship management (CRM) & social CRM solutions are rapidly being adopted in the current enterprise ecosystem. Due to the increasing dominance of social media in today’s world, enterprises are looking forward to have social integration with existing CRM software, thus widening the way for social CRM. Major forces driving the global customer relationship management (CRM) & social CRM market are the rising focus on customer engagement, emerging SMBs, and numerous social platforms for sharing ideas on a real time basis. Today, the global customer relationship management (CRM) & social CRM are not limited only for increasing sales and improving marketing activities, but is used extensively to bring in more customer contentment with the enterprises.

 

The global customer relationship management (CRM) & social CRM market report, provides a competitive benchmarking of leading players in this market such as Salesforce, Microsoft, Oracle, Jive Software, and SugarCRM in terms of their product offerings, key strategies, and operational parameters. The global customer relationship management (CRM) & social CRM market report further provides global market trend, overall adoption scenario, competitive landscape and key drivers, restraints, and opportunities. The global customer relationship management (CRM) & social CRM market report aims at estimating the current market size and the future growth potential of the different global customer relationship management (CRM) & social CRM offerings across different applications, deployment types, solutions, end-users, and geographies. The geographies covered in this report are North America (NA), Europe, Asia-Pacific (APAC), Middle East and Africa (MEA), and Latin America (LA).

 

Report Options

 

Market segmentations covered in this report are:

  • By Application: Customer Service and Support, Marketing, and Sales
  • By Deployment Types: Hosted, on-premise, and hybrid
  • By Solutions: Social monitoring and social listening, social mapping, social middleware, social management, and social measurement
  • By Verticals: Academia and government, automotive, transportation and logistics, banking , financial services and insurance (BFSI), consumer goods and retail, energy, power and utilities, healthcare, oil and gas, and telecom and IT
  • By Company Size: Small and medium businesses (SMB) and enterprises

 

Customization Options

 

Along with the market data, you can also customize MMM assessment that meets your company’s specific needs. Following customization options provide comprehensive industry standard and deep dive analysis:

 

Solutions Watch

  • Comprehensive analysis and benchmarking of different solutions by specific countries. Coverage includes Tier-1 and Tier 2/3 firms
  • Analysis based on evaluation parameters like technology, service offerings, and pricing

 

Service Adoption and Application

  • Detailed analysis of adoption of CRM & social CRM in different industry verticals

 

Regional and Country Level Tracker

  • Region and country-specific CRM & Social CRM  market forecast and analysis
  • Identification of key end-user segments with respect to the country

 

Client Tracker

  • Listing and analysis of deals and projects, case studies, promotions, R&D investments, events, discussion forums, alliances, and partners of Tier-1 and Tier-2/3 vendors for the last 3 years

 

Emerging Vendor Landscape

  • Evaluate Tier-2/3 vendors’ market offerings using a 2X2 framework (identifying leaders, challengers, followers, and nichers)

 

Technology Watch

  • Update on the current technology trends across different industry verticals in the CRM & social CRM market


1 Introduction

1.1 Objective of the study

1.2 Market Definitions

1.3 Market Segmentation & Aspects Covered

1.4 Research Methodology

1.4.1 Assumptions (Market Size, Forecast, etc)

2 Executive Summary

3 Market Overview

4 Customer Relationship Management (CRM), By Segments

4.1 Split By Geography

4.1 Customer Relationship Management (CRM)-North America by Markets

4.1 Customer Relationship Management (CRM)-Europe by Markets

4.1 Customer Relationship Management (CRM)-Asia-Pacific by Markets

4.1 Customer Relationship Management (CRM)-Middle East and Africa by Markets

4.1 Customer Relationship Management (CRM)-Latin America by Markets

4.2 Customer Relationship Management

4.3 Social Customer Relationship Management

5 Customer Relationship Management (CRM), By Applications

5.1 Split By Geography

5.2 Customer Relationship Management (CRM)-North America by Applications

5.1 Customer Relationship Management (CRM)-Europe by Applications

5.1 Customer Relationship Management (CRM)-Asia-Pacific by Applications

5.1 Customer Relationship Management (CRM)-Middle East and Africa by Applications

5.1 Customer Relationship Management (CRM)-Latin America by Applications

5.2 Customer Relationship Management (CRM)-Sales

5.3 Customer Relationship Management (CRM)-Marketing

5.4 Customer Relationship Management (CRM)-Customer Care and Support

5.5 Customer Relationship Management (CRM)-Other (Business Functions)

6 Customer Relationship Management (CRM), By Solutions

6.1 Split By Geography

6.3 Customer Relationship Management (CRM)-North America by Solutions

6.1 Customer Relationship Management (CRM)-Europe by Solutions

6.1 Customer Relationship Management (CRM)-Asia-Pacific by Solutions

6.1 Customer Relationship Management (CRM)-Middle East and Africa by Solutions

6.1 Customer Relationship Management (CRM)-Latin America by Solutions

6.2 Social Monitoring And Social Listening

6.3 Social Mapping

6.4 Social Middleware

6.5 Social Management

6.6 Social Measurement

6.7 Customer Relationship Management (CRM)-Social Measurement

6.8 Customer Relationship Management (CRM)-Social Middleware

6.9 Customer Relationship Management (CRM)-Social Mapping

6.10 Customer Relationship Management (CRM)-Social Monitoring And Social Listening

6.11 Customer Relationship Management (CRM)-Social Management

7 Customer Relationship Management (CRM), By Industries

7.1 Split By Geography

7.4 Customer Relationship Management (CRM)-North America by Industries

7.1 Customer Relationship Management (CRM)-Europe by Industries

7.1 Customer Relationship Management (CRM)-Asia-Pacific by Industries

7.1 Customer Relationship Management (CRM)-Middle East and Africa by Industries

7.1 Customer Relationship Management (CRM)-Latin America by Industries

7.2 Customer Relationship Management (CRM)-Banking,Financial Services and Insurance (BFSI) (ICT)

7.3 Customer Relationship Management (CRM)-Energy and Utilities (ICT)

7.4 Customer Relationship Management (CRM)-Healthcare and Life Science (ICT)

7.5 Customer Relationship Management (CRM)-Retail and Wholesale Distribution (ICT)

7.6 Customer Relationship Management (CRM)-Telecommunication (ICT)

7.7 Customer Relationship Management (CRM)-Transportation and Logistics (ICT)

7.8 Customer Relationship Management (CRM)-Education (ICT)

7.9 Customer Relationship Management (CRM)-Oil and Gas (ICT)

8 Customer Relationship Management (CRM), By Endusers

8.1 Split By Geography

8.5 Customer Relationship Management (CRM)-North America by Endusers

8.1 Customer Relationship Management (CRM)-Europe by Endusers

8.1 Customer Relationship Management (CRM)-Asia-Pacific by Endusers

8.1 Customer Relationship Management (CRM)-Middle East and Africa by Endusers

8.1 Customer Relationship Management (CRM)-Latin America by Endusers

8.2 Customer Relationship Management (CRM)-Enterprises

8.3 Customer Relationship Management (CRM)-Small and Medium Business (SMB)

9 Customer Relationship Management (CRM), By Deployments

9.1 Split By Geography

9.6 Customer Relationship Management (CRM)-North America by Deployments

9.1 Customer Relationship Management (CRM)-Europe by Deployments

9.1 Customer Relationship Management (CRM)-Asia-Pacific by Deployments

9.1 Customer Relationship Management (CRM)-Middle East and Africa by Deployments

9.1 Customer Relationship Management (CRM)-Latin America by Deployments

9.2 Customer Relationship Management (CRM)-Hosted (ICT)

9.3 Customer Relationship Management (CRM)-On-Premise (ICT)

9.4 Customer Relationship Management (CRM)-Hybrid (ICT)

10 Customer Relationship Management (CRM), By Geographies

10.1 Customer Relationship Management (CRM)-North America

10.2 Customer Relationship Management (CRM)-Europe

10.3 Customer Relationship Management (CRM)-Asia-Pacific

10.4 Customer Relationship Management (CRM)-Middle East and Africa

10.5 Customer Relationship Management (CRM)-Latin America

11 Customer Relationship Management (CRM), By Companies

11.1 Split By Geography

11.7 Customer Relationship Management (CRM)-North America by Companies

11.1 Customer Relationship Management (CRM)-Europe by Companies

11.1 Customer Relationship Management (CRM)-Asia-Pacific by Companies

11.1 Customer Relationship Management (CRM)-Middle East and Africa by Companies

11.1 Customer Relationship Management (CRM)-Latin America by Companies

11.2 Customer Relationship Management (CRM)-Jive Software

11.3 Customer Relationship Management (CRM)-Oracle Corporation

11.4 Customer Relationship Management (CRM)-Microsoft Corporation

11.5 Customer Relationship Management (CRM)-Lithium

11.6 Customer Relationship Management (CRM)-SugarCRM

11.7 Customer Relationship Management (CRM)-Salesforce

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Global Customer Relationship Management (CRM) Market Research Report

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