Customer relationship management is a combination of organisational
strategy, information systems and technology that is focused on
providing better customer service. CRM is defined as a management
philosophy that aims to create, develop and enhance customer
relationships, so as to maximise customer value, corporate profitability
and thus shareholders’ value. A category of enterprise software, CRM
covers a broad set of software applications that helps businesses manage
customer data and customer interaction, automate sales, marketing and
customer support functions and manage employee, vendor and partner
relationships. CRM enables businesses to gain actionable insights with a
back-end analytical engine. It also helps businesses to see new
opportunities with predictive analytics, streamline operations and
personalise customer service based on the customer’s history and prior
interactions. Analysts forecast the Global CRM market will grow at a CAGR of 15.5 percent over the period 2013-2018.
The
Report recognizes the following companies as the key players in Global
Customer Relationship Management (CRM) Market: IBM Corp., Oracle Corp.,
Microsoft Corp., Salesforce.com Inc., SAP AG, Amdocs Ltd, Aplicor Inc.,
Aptean, Acidaes Solutions Pvt. Ltd, FrontRange Solutions Inc., Infor
Solutions , PK4 Software Technologies Pvt. Ltd, Maximizer Software Inc.,
NetSuite Inc., Nuance Communications Inc., Sage Business Solutions,
Soffront Software Inc., SugarCRM, Talisma Corporation Pvt. Ltd, Tour de
force CRM Software, Zoho Corp.
The ease of deployment and
usability of Cloud CRMs has encouraged SMBs to implement CRM solutions.
The need to be competitive and retain customers drives SMBs to adopt
e-business, social, and mobile technologies, all of which broadly fall
into the CRM domain. SMBs are increasingly investing in customer facing
mobile applications and mobile-friendly sites. This helps customers
perform functions such as scheduling appointments, making payments, and
accessing customer service. The need to manage the multi-channel touch
points that companies rely on to reach customers are also fuelling
adoption.
Covered in this Report
This
report covers the present scenario and the growth prospects of the
Global CRM market for the period 2013-2018. To calculate the market
size, the report considers revenue generated from sales of CRM software.
The revenue considered encompasses the following:
- Service and support
- Sales
- Marketing and
- E-commerce.
It
also presents the vendor landscape and a corresponding detailed
analysis of the top five vendors in the market. In addition, the report
discusses the major drivers that influence the growth of the Global CRM
market. It also outlines the challenges faced by vendors and the market
at large, as well as the key trends that are emerging in the market.
