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North America Customer Relationship Management Market

  • Report Code: CU 1000
  • Publish Date: Upcoming
  
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The North America Customer Relationship Management (CRM) & Social CRM market is projected to register a CAGR of 2.4% between 2014 and 2019. With this growth rate, it will have a market size of $7.4 billion by 2019. This market is primarily driven by the adoption of customer centric approach by the enterprises.

 

Social CRM utilizes various social platforms to obtain valuable customer insights regarding the products and services they use or are planning to buy or hire. Social CRM solutions offer increased transparency regarding customer insights, better and faster communication of business ideas and information, and flexibility in terms of customer reach as well as deployment and administration of CRM tools. With the help of social CRM, companies can incorporate customers’ insights into the planning of new campaigns. 

 

The companies in North America region are transforming from product centric approach to customer centric approach. These companies are also adopting mobile-based CRM solution and creating substantial demand for it. Moreover, this region has witnessed rapid increase in the spending by companies on CRM solutions. All these factors are driving the growth in the CRM and social CRM market.

 

The report on North America Customer Relationship Management (CRM) & Social CRM market studies and analyzes the market performance. The study is done for the overall market as well as the different segments that are based on the applications, end-users, deployment types, to name a few.

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 North America. Coverage includes Tier-1 and Tier 2/3 firms
  • Analysis based on evaluation parameters, such as technology and service offerings

Service Adoption and Application

  • Detailed analysis of adoption of CRM & social CRM in North 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 North 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 North America 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 North America customer relationship management (CRM) & social CRM market

Pricing Index

  • Detailed analysis of prices offered by various vendors for complete as well as customized CRM and social CRM solutions across North America


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.    NORTH 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.    NORTH 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.    NORTH 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.    NORTH 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.    NORTH 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    U.S.
9.5.2    Canada
9.5.3    Others
9.6    Sneak View of Market

10.     NORTH 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 Developments
10.2    Salesforce
10.2.1    Revenue Mix for 2013
10.2.2    Historical Data
10.2.3    Contribution of Salesforce in the North 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 North 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 North 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 North 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 North 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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