Customer Relationship Management Applications: Investment and Adoption Plans in

Customer Relationship Management Applications: Investment and Adoption Plans in Malaysia, Thailand, and Vietnam, 2006

Product Type: Market Research Report
Published by: IDC
Published: October 2006
Product Code: R104-28271

Description

This IDC study presents the results and analysis of IDC's Exclusive Software Survey on Emerging Asia/Pacific (Excluding Japan) Countries, 2006. In this study, IDC conducted telephone interviews with 547 IT executives across emerging countries in the Asia/Pacific (excluding Japan) or APEJ region with the aim of gaining an insight about businesses' current customer relationship management (CRM) application adoption levels. This survey was also designed to find out more about the future investment plans and trends with regard to concerns and considerations organizations have when investing in CRM applications.

"CRM application deployments were fueled by large-scale call center implementations mainly in the telecommunications, banking, and government segments in Malaysia and Vietnam. Additionally, businesses in the telecom and banking industries are investing increasingly in marketing analytics in order to improve their decision-making processes based on customer data. Inhibiting this, however, will be the short supply of skilled CRM professionals who can provide consultation and lead in the technical implementation of the applications. Another factor that may slow down the growth in this segment will be the high degree of price consciousness existing among the customer segment, which will result in longer sales cycles," says Ullrich Loeffler, market analyst, Information Management Solutions Research, IDC Australia and New Zealand.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Qualification and Sample Size
Figure: Survey Population by Country
Figure: Survey Population by Company Size and Region
Figure: Sample Groups by Annual IT Budget
Figure: Sample Group by Vertical Industry
General Weighting of the Sample Size
Weighting Specifications in This Study
Weighting Assumptions for Questions with Top 3 Mentions
Situation Overview
Adoption Status of Customer Relationship Management Applications Among Emerging Asia/Pacific (Excluding Japan) Countries
Survey Findings
Current Customer Relationship Management Application Deployment Levels
Figure: Currently Deployed Customer Relationship Management Applications in Emerging Markets
Future Outlook
Customer Relationship Management Application Investment Plans in 2006
Figure: Customer Relationship Management Application Investment Plans in Emerging Markets
Factors That Impacted 2006 Customer Relationship Management Application Investments
Table: Key Factors That Will Impact Customer Relationship Management Investment Decisions in 2006
Preferred Customer Relationship Management Application Purchasing Strategies
Figure: Customer Relationship Management Application Purchasing Strategies in 2006
Customer Relationship Management Deployment Considerations
Table: Customer Relationship Management Purchasing/Deployment Considerations
Concerns with Regard to Maintenance Support
Figure: Top Considerations with Regard to Maintenance Support
Essential Guidance
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Related Research
Synopsis

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