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Middle East and Africa Customer Relationship Management Market

  • Report Code: CU 1003
  • Publish Date: Upcoming
  
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The Middle East and African customer relationship management (CRM) & social CRM market is projected to grow from $0.6 billion in 2013 to $0.8 billion in 2019, at a CAGR of 3.9%, during the forecast period of 2014 to 2019. The market is primarily driven by the increasing number of SMBs that are adopting these CRM solutions.

 

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 create effective brand presence. These solutions provide a social platform for the CRM needs of budding businesses and flexibility in terms of reach, administration, and deployment. Social CRM incorporates customers’ feedback into the planning process of the organizations in order to target and 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.

 

The Middle East and African region in particular has witnessed a rapid increase in the number of small and medium scale businesses. Various countries such as Turkey, Greece, Egypt, and Saudi Arabia are using CRM in the banking and financial services market and in the telecom sector to get a deep insight about their customers, which is driving the revenues for the CRM market in this region.

 

The Middle East and African customer relationship management (CRM) & social CRM market report provides a competitive benchmarking of the 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 report studies the market trends, overall adoption scenario, and key drivers, restraints, and opportunities.

Report Options

Market segmentations covered in the Middle East and Africa customer relationship management (CRM) & social CRM market 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 MMM assessment, we can fulfill your company’s specific customization 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 the Middle East and Africa. Coverage includes Tier-1 and Tier 2/3 firms
  • Evaluation based on different parameters, such as technology, service offerings, and pricing

Service Adoption and Application

  • Detailed analysis of adoption of CRM & Social CRM in the Middle East and Africa across different industry verticals

Country-Level Tracker

  • Country-specific Middle East and Africa customer relationship management (CRM) and social CRM market forecast and analysis
  • Identification of the key end-user segments with respect to the countries in the Middle East and Africa

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 the Middle East and Africa for the last three 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 Middle East and African customer relationship management (CRM) and social CRM

End-User Analysis

  • Identification and listing of the key end-user segments with respect to their countries in the Middle East and Africa


1.    INTRODUCTION

1.1.    Objectives 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.    Middle East and Africa 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.    MIDDLE EAST AND AFRICA 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.    MIDDLE EAST AND AFRICA 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.    MIDDLE EAST AND AFRICA 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.    MIDDLE EAST AND AFRICA 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    South Africa
9.5.2    Others
9.6    Sneak View of Market

10.     MIDDLE EAST AND AFRICA 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 Middle East and Africa 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 Middle East and Africa 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 Middle East and Africa CRM and Social CRM Market
10.4.4    Product and Service Offerings
10.4.5    Recent Developments
10.4.6    MMM Analysis
10.5    IBM
10.5.1    Revenue Mix for 2013
10.5.2    Historical Data
10.5.3    Contribution of IBM in the Middle East and Africa CRM and Social CRM Market
10.5.4    Product and Service Offerings
10.5.5    Recent Developments
10.5.6    MMM Analysis
10.6    SAP
10.6.1    Revenue Mix for 2013
10.6.2    Historical Data
10.6.3    Contribution of SAP in the Middle East and Africa 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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