Product Type: Market Research Report
Published by: Key Note Publications Ltd
Published: February 2003
Product Code: R310-965Description The customer relationship management (CRM) market has matured to the extent that the vendors operating in the market in 2002 were still strong, despite the economic downturn that really started to bite in 2001. Even though revenues are down, the major companies are responding to market conditions in a very positive way by rationalising their own businesses and making cost savings while adapting to fresh demands from their customers.
Nevertheless, there are still opportunities for CRM vendors in specific markets, especially in the public sector and in the small to medium-sized enterprises (SMEs), typically organisations with a turnover of less than $1bn.
For developers, the next few years promise to be exciting as they work to meet new challenges in the integration of applications across operating platforms, either server- or Web-based.
Opportunities exist for management consultancies operating in this space, but with the accountancy scandals of 2001 and 2002, several of the largest consultancies have either rebranded or been bought out.
Table of Contents Executive Summary
1. Introduction
- CRM Overview
- Definition
- Report Objectives
- Problems Encountered
- Research
2. Strategic Overview
- Developments In CRM Applications
- Market Dynamics
- Table 1: Global Revenues Of The Top Four CRM Vendors ($M), 2001 And 2002
- European Market
- Table 2: European Revenues Of The Top Four CRM Vendors ($M), 2001 And 2002
- Table 3: Enterprise Resource Planning Applications Vendors' European Market Shares (%), 2001
- Figure 1: Enterprise Resource Planning Applications Vendors' European Market Shares (%), 2001
- Market Trends
- Market Sectors
- Supply Chain Management
- Leading Players
- I2
- Manugistics
- Ariba
- Webmethods
- Baan
- Partner Relationship Management
- Enterprise Application Integration
- Leading Players
- BEA Systems
- Tibco
- Seebeyond
- Mercator
- WRQ
- Data Mining
- Data Warehousing
- Leading Data Mining And Data Analysis Solutions Players
- Digimine
- SAS
- Business Objects
- SPSS
- Business Intelligence/Analytics
- Sales, Marketing And Distribution
- The Consumer
- Direct Line Case History
- University Of Western Ontario Case History
- Market Forecasts
- Table 4: The Forecast Worldwide Market For CRM Applications ($Bn), 2002-2007 27
- Figure 2: The Forecast Worldwide Market For CRM Applications ($Bn), 2002-2007 28
3. Sector Analysis
- Mid-Market CRM Application Vendors
- Background
- Market Size
- Table 5: Vendor Revenues In The Mid-Market CRM Applications Sector ($M), 2000, 2002 And Third Quarter 2001 And 2002
- Distribution/Marketing/Advertising
- Management Consultancy
- Background
- Market Size
- Table 6: The European Management Consultancy Market By Revenue (Ebn And %), 1998-2002
- Table 7: European Management Consultancy Market By Country By Turnover (Ebn And %), 2001
- Customer Profile
- Table 8: Use Of Management Consultancy In The UK By Sector (%), 2001
- CRM In Local Government
- Background
- Supplier Opportunities
- Strategy
- Service Measurement
4. An International Perspective
- The Global Market
- Market Developments In Asia Pacific
- The Call Centre Market In India
- Japan And China
5. Pest Analysis
- Political Factors
- Economic Factors
- Social Factors
- Technological Factors
6. Consumer Dynamics
- Consumer Research
- Am I Getting Through? (Table 9)
- I Want It - And I Want It Now! (Table 10)
- Table 9: Making Contact (% Of Respondents), 2002
- Table 10: Making Contact By Telephone (% Of Respondents), 2002
- I'll Do It My Way (Table 11)
- Crossing The Channel (Table 12)
- Table 11: Channel Preferences (% Of Respondents), 2002
- Table 12: Channel Preferences For Obtaining Goods And Services (% Of Respondents), 2002
- It's Getting Better All The Time — Or Is It? (Table 13)
- Local Authority Going Loco (Table 14)
- Table 13: Better Service (% Of Respondents), 2002
- Table 14: Perception Of Service In Local Authority (% Of Respondents), 2002
- They Love Me, They Love Me Not (Table 15)
- Table 15: Perception Of CRM Efforts (% Of Respondents), 2002
7. Supplier Profiles
- Siebel Systems Incorporated
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- SAP Ag
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- Peoplesoft Inc.
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- Oracle Corporation
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- E.Piphany Incorporated
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- Epicor Software Corporation
- Corporate Strategy
- Products
- Customer Relationship Management
- Services And Distribution
- Manufacturing
- Supply Chain
- New Product Development
- Advertising
- Distribution
- Profitability
- Chordiant Software Inc.
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- Salesforce.Com Inc.
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- Bea Systems Incorporated
- Corporate Strategy
- Products
- New Product Development
- Advertising
- Distribution
- Profitability
- Vantagepoint Management Consulting
- Corporate Strategy
- Services
- Distribution
- Profitability
8. The Future
- Forecast
- Market Share
- Product Development
- Pricing
- Technology
10. Further Sources
- Associations
- Publications
- General Sources
- Bonnier Information Sources
- Government And Official Sources
- Other Sources
- CRM Websites
- Other Websites
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