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Latin America Customer Relationship Management Market

  • Report Code: CU 1004
  • Publish Date: Upcoming
  
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The Latin American customer relationship management (CRM) & social CRM market is projected to grow from $0.7 billion in 2013 to $0.9 billion in 2019, at a CAGR of 2.7%, during the forecast period of 2014-2019. The market is primarily driven by the growing demand of CRM solutions in call centers.

 

With the use of social CRM, companies have the advantage of capturing customer insights in real time. Social CRM solutions allow these companies to engage and interact with their customers, assess their feedback, and address their concerns in order to provide better experience. Social CRM helps the businesses to identify and explore the untapped markets by generating customer insights through various channels. 

 

Latin America is facing an intense competition from India as a provider of outsourced call center services, which has led to the increased adoption of CRM solutions in this region so as to attain a competitive edge. Moreover, with free trade agreement, several outsourcing companies, such as TCS, Wipro, and Infosys are looking to establish their centers in this region, which will further boost the growth of Latin American customer relationship management (CRM) & social CRM market.

 

The Latin American 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.

 

In addition, the report analyzes the impact of various factors on market growth and performance during the forecast period.

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 in Latin America. Coverage includes Tier-1 and Tier 2/3 firms
  • Analysis based on evaluation parameters like technology and service offerings

Service Adoption and Application

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

Country Level Tracker

  • Country-specific CRM & social CRM market forecast and analysis
  • Identification of key end-user segments with respect to the countries in Latin America

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 operating in Latin America 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 Latin American customer relationship management (CRM) & social CRM market

Investment Prospect Tracker

  • Deep dive analysis and suggestions from analysts’ on various investment opportunities in the Latin American customer relationship management (CRM) & social CRM market


1.    INTRODUCTION

1.1.    Objective of the Study
1.2.    Market Definition and Scope of the Study
1.3.    Markets Covered
1.4.    Stakeholders

2.    RESEARCH METHODOLOGY

2.1.    Integrated Ecosystem
2.2.    Arriving at Market Size
2.3.    Top down Approach
2.4.    Bottom-up Approach
2.5.    Demand Side Analysis
2.6.    Vendor Side Analysis
2.7.    Macro Indicators
2.8.    Assumptions

3.    EXECUTIVE SUMMARY

4.    MARKET OVERVIEW

4.1.    Introduction
4.2.    Parent Market Comparison
4.3.    Drivers and Inhibitors
4.4.    Demand Side Analysis
4.5.    Vendor Side Analysis

5.    LATIN AMERICA CRM AND SOCIAL CRM MARKET SIZE AND FORECAST, BY APPLICATION

5.1.    Overview
5.2.    Customer Service and Support
5.2.1    Overview
5.2.2    Market Size and Forecast
5.3.    Marketing
5.2.3    Overview
5.2.4    Market Size and Forecast
5.4.    Sales
5.2.5    Overview
5.2.6    Market Size and Forecast
5.5.    Other Applications (Innovations, Collaboration, Customer Experience)
5.2.7    Overview
5.2.8    Market Size and Forecast

6.    LATIN AMERICA CRM AND SOCIAL CRM MARKET SIZE AND FORECAST, BY DEPLOYMENT

6.1    Introduction
6.2    Hosted
6.2.1    Overview
6.2.2    Market Size and Forecast
6.3    On-Premise
6.3.1    Overview
6.3.2    Market Size and Forecast
6.4    Hybrid
6.4.1    Overview
6.4.2    Market Size and Forecast

7.    LATIN AMERICA CRM AND SOCIAL CRM MARKET SIZE AND FORECAST, BY SOLUTION

7.1    Introduction
7.2    Social Monitoring and Social Listening
7.2.1    Overview
7.2.2    Market Size and Forecast
7.3    Social Mapping
7.3.1    Overview
7.3.2    Market Size and Forecast
7.4    Social Middleware
7.4.1    Overview
7.4.2    Market Size and Forecast
7.5    Social Management
7.5.1    Overview
7.5.2    Market Size and Forecast 
7.6    Social Measurement
7.6.1    Overview
7.6.2    Market Size and Forecast

8.    LATIN AMERICA CRM AND SOCIAL CRM MARKET SIZE AND FORECAST, BY END-USER

8.1    Market Analysis by Verticals
8.1.1    Academia and Government
8.1.1.1    Overview
8.1.1.2    Market Size And Forecast
8.1.2    Automotive, Transportation, and Logistics
8.1.2.1    Overview
8.1.2.2    Market Size and Forecast
8.1.3    Consumer Goods and Retail
8.1.3.1    Overview
8.1.3.2    Market Size and Forecast
8.1.4    Energy, Power, and Utilities
8.1.4.1    Overview
8.1.4.2    Market Size and Forecast
8.1.5    Healthcare
8.1.5.1    Overview
8.1.5.2    Market Size and Forecast
8.1.6    Oil and Gas
8.1.6.1    Overview
8.1.6.2    Market Size and Forecast
8.1.7    Telecom and IT
8.1.7.1    Overview
8.1.7.2    Market Size and Forecast
8.2    Market Analysis by Company Size
8.2.1    Small And Medium Businesses (SMB)
8.2.1.1    Overview
8.2.1.2    Market Size and Forecast
8.2.2    Enterprises
8.2.2.1    Overview
8.2.2.2    Market Size and Forecast

9.    LATIN AMERICA CRM AND SOCIAL CRM MARKET SIZE AND FORECAST, BY GEOGRAPHY

9.1    Research Methodology
9.2    Introduction
9.3    Parent Market Comparison
9.4    Vendor Side Analysis
9.5    Overview of Geography
9.5.1    Brazil
9.5.2    Others
9.6    Sneak View of Market

10.     LATIN AMERICA CRM AND SOCIAL CRM MARKET SIZE AND FORECAST, BY COMPANY

10.1    Competitive Landscape
10.1.1    Mergers & Acquisitions
10.1.2    Other Expansions
10.1.3    New Synergies
10.1.4    New Product Development
10.2    Salesforce
10.2.1    Revenue Mix for 2013
10.2.2    Historical Data
10.2.3    Contribution of Salesforce in the Latin America CRM and Social CRM Market
10.2.4    Product and Service Offerings
10.2.5    Recent Developments
10.2.6    MMM Analysis
10.3    Microsoft
10.3.1    Revenue Mix for 2013
10.3.2    Historical Data
10.3.3    Contribution of Microsoft in the Latin America CRM and Social CRM Market
10.3.4    Product and Service Offerings
10.3.5    Recent Developments
10.3.6    MMM Analysis
10.4    Oracle
10.4.1    Revenue Mix for 2013
10.4.2    Historical Data
10.4.3    Contribution of Oracle in the Latin America CRM and Social CRM Market
10.4.4    Product and Service Offerings
10.4.5    Recent Developments
10.4.6    MMM Analysis
10.5    Jive Software
10.5.1    Revenue Mix for 2013
10.5.2    Historical Data
10.5.3    Contribution of Jive Software in the Latin America CRM and Social CRM Market
10.5.4    Product and Service Offerings
10.5.5    Recent Developments
10.5.6    MMM Analysis
10.6    SugarCRM  
10.6.1    Revenue Mix for 2013
10.6.2    Historical Data
10.6.3    Contribution of SugarCRM in the Latin America CRM and Social CRM Market
10.6.4    Product and Service Offerings
10.6.5    Recent Developments
10.6.6    MMM Analysis

11.    APPENDIX

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