Global Customer Relationship Management Market Research Report

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