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CRM Spending and TrendsProduct Type: Market Research ReportPublished by: eMarketer Published: August 2005 Product Code: R203-233 Description This report focuses on business adoption of customer relationship management software, or CRM, applications aimed at improving companies’ ability to communicate and serve customers through a variety of channels.The potential market is huge, as illustrated by Siebel Systems’ bold prediction that worldwide spending on customer-facing technology solutions over the next 10 years will be nearly five times larger than the total for the preceding quarter century. But growth never comes easy: Siebel itself, which pioneered the CRM space, has seen software sales tumble this year. Table of Contents Impetus Cumulative Spending on Customer Facing Solutions Worldwide, 1980-2014 (in billions) Issues & Questions Overview The eMarketer View A. CRM Spending CRM License Revenues in North America, by Application, 2003-2008 (in millions) CRM Revenue Share, by Application Type, 2004 Leading Vendors E-Business Profile: Number of Siebel Systems CRM Users, 1999-2005 (in millions) E-Business Profile: Siebel Systems' Top 10 CRM Deployments, Ranked by Number of Users, 2005 E-Business Profile: SAP's Annual CRM Software Revenues, 2002-2004 (in millions) E-Business Profile: Approximate Number of Customers and Paying Subscribers to Salesforce.com's CRM Solutions, 2003-2005 E-Business Profile: Salesforce.com's Annual Subscription and Support Revenues, 2004 & 2005 (in millions) B. Trends in Business Use of CRM Worldwide Companies' Leading IT Spending Priorities, 2005 (as a % of respondents) Average Increase in Customer Relationship Management Budgets by Global Companies, 2005 & 2006 Global Companies' Planned Changes to Their CRM Budgets, by Size, 2005 & 2006 (as a % of respondents) Potential Benefits of a CRM Application Cited by US IT Executives, by Business Size, 2004 (as a % of respondents) Change in the Channels that Companies in North America Will Use to Interact with Customers over the Next Two Years, 2005 (as a % of respondents) Change in Customer Experience Activities Spending by Companies in North America, 2005 (as a % of respondents) US Companies' Use of CRM Systems, by Business Size, 2004 (as a % of respondents) Mean Number of Years that US Companies Have Had an Operational CRM System, 2004 US Companies' Current and Planned Use of CRM Software, by Module, 2004 (as a % of respondents) Companies that Plan to Purchase Customer Service Software during 2005 (as a % of respondents) Companies that Plan to Purchase Sales Force Automation Software during 2005 (as a % of respondents) Companies that Plan to Purchase Marketing Automation Software during 2005 (as a % of respondents) US Companies' Plans to Deploy Wireless CRM Capabilities, by Business Size, 2004 (as a % of respondents) Most Critical Factor in Choosing a CRM Vendor according to US Companies*, 2004 US Companies' Planned Spending on the Deployment of Their Licensed CRM Applications Initiative, by Business Size, 2004 (in millions) SMBs and CRM Top Business Priorities according to US SMBs, 2005 (as a % of respondents) Top Business Challenges according to US Small Businesses, March 2005 (as a % of respondents) US SMBs' Deployment of Enterprise Software, by Application, 2004 (as a % of respondents) US SMBs' Planned Spending on Customer Relationship Management (CRM) Applications over the Next 2 Years, 2004 (as a % of respondents) US SMBs that Plan to Deploy CRM/SFA Solutions, 2004 & 2005 (as a % of respondents) Technologies that US Small Businesses Plan to Implement within the Next Year, March 2005 (as a % of respondents) Software Applications that Are Most in Demand among US SMBs, 2005 (as a % of respondents) Primary Vendor of US SMBs' Customer Relationship Management (CRM) Applications, 2004 (as a % of respondents) Leading Software Vendors that US SMBs Will Consider for Sales Force Automation (SFA) Applications, 2005 (as a % of respondents) Hosted CRM US SMBs' Planned Spending on Hosted Software Solutions over the Next 12-18 Months, June 2004 (as a % of respondents) US SMBs that Seriously Consider Hosted Applications When Purchasing Software, by Business Size, 2005 (as a % of respondents) Global Companies' Planned Deployment of Hosted Applications over the Next 12 Months, by Size, May 2005 (as a % of respondents) Types of Network and User Applications that Are Outsourced according to Senior Executives at Multinational Corporations, 2004 (as a % of respondents) Type of CRM Application Used by Companies in the US, 2004 (as a % of respondents) Global Companies' that Plan to Be Using Hosted SFA Software within the Next 12 Months, by Size, May 2005 (as a % of respondents) Hosted Software Solutions that US SMBs Are Planning to Implement, 2005 (as a % of respondents) US Businesses' Current and Planned Use of Hosted CRM Solutions, by Application, 2004 (as a % of respondents) Leading Reasons that US SMBs Do Not Consider Hosted Applications, 2005 (as a % of respondents) Related Information & Links Related Links Related Charts Keywords Contact Spotlight Contributors |
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