Product Type: Market Research Report
Published by: Datamonitor
Published: February 2003
Product Code: R313-5380Description Introduction
This report will examine developments in operational CRM since 2001, and will bring together and update our data from our eSales, eMarketing and eService reports to provide a clear outlook on what the next three years hold for the operational CRM market.
Scope
This report focuses on sales, marketing and customer care automation software markets worldwide
It provides detailed revenue breakdown and forecasts for North America and EMEA, by country, vertical, company size and application to 2005
The report covers 13 verticals including: Communications, financial services, travel and tourism, manufacturing, government, retail and utilities
Report Highlights
The worldwide operational CRM market will be worth $3bn in 2005. While the North American market will not have recovered from the 2002 decline, EMEA will recover faster and emerging markets will experience significant growth as soon as 2003.
Marketing automation will be the fastest growing segment of operational CRM, reflecting the relative maturity of the market and the move towards analytics focused applications. The increasing dominance of large technology and analytics-focused vendors over the CRM space also means that operational and analytical CRM will merge in the future.
Reasons to Purchase
Identify the short- and long-term opportunities for operational customer relationship management software
Understand the positioning of the major and smaller vendors in a highly diversified and fragmented market
Recognize the importance of regional and vertical differences in the adoption of operational CRM software
Understand the dynamics of partnerships with vendors and systems integrators in delivering solutions to customers
Table of Contents - Introduction
- Market context
- Countries, vertical sectors and applications
- A $3bn market in 2005
- Financial services, communications and retail remain the main verticals for oCRM
- Marketing automation will remain the fastest growing segment of the market
- Competition from hybrid applications should be taken seriously
- Distributing and servicing CRM solutions
- CRM for SMEs
- Competitive landscape
- Action points
INTRODUCTION
- What is this report about?
- What is operational CRM?
- The future of operational CRM
- Who is the target reader?
- How to use this report
MARKET CONTEXT
- Introduction
- Key findings
- A shrinking market
- Worldwide operational CRM market
- North America
- EMEA is also suffering
- Asia Pacific and Central and Latin American markets are growing marginally
- The end of sales force automation?
- SME: opportunities, but for whom?
- Distribution and services
- Distribution strategies are changing
- Services: “no, we ARE a software company”
- Product development and technologies
- Conclusions
COUNTRIES, VERTICAL SECTORS AND APPLICATIONS
- Introduction
- Key findings
- A $3bn market in 2005
- The North American market will not have fully recovered by 2005
- North American vertical trends
- North America by application
- EMEA will recover faster
- EMEA vertical trends
- EMEA by application
- Other applications
- mCRM
- xRM
- Conclusions
- CRM FOR SMEs
- Introduction
- Key findings
- Defining the mid-market
- Up to $500m turnover in North America and up to $250m in EMEA
- Fewer than 1% of enterprises in the high-end
- Fewer than 25% of companies in the mid-end use CRM software
- A faster growing market
- Conclusions 105
DISTRIBUTING AND SERVICING CRM SOLUTIONS
- Introduction
- Key findings
- Definitions
- Changed distribution strategies
- Partnerships are more important than ever
- Service providers
- Complementary technology suppliers
- VARs and resellers
- Distribution strategies in North America
- Distribution strategies in EMEA
- Which channel for which country and which tier of companies?
- Indirect only
- Hybrid
- Direct presence required
- Germany: anomaly or extremely tough market? 116
- ASP
- Conclusions
COMPETITIVE LANDSCAPE
- Introduction
- Key findings
- CRM is still a fragmented market attracting new vendors
- CRM in context: tomorrow’s winners and losers
- From hardware to software, from software to services
- Microsoft’s influence on the CRM space
- Competitive dynamics and product development
- Breadth or depth?
- Analytical and operational CRM are merging through marketing automation 130
- Towards a more proactive approach to sales, customer care and marketing
- Conclusions
ACTION POINTS
- Introduction
- Action points for all vendors
- Specialization will pay off in the short term but not in the long term
- More emphasis should be put on partnerships in the future
- Action points for enterprise application vendors
- Vendors need to strengthen their position in emerging markets in order to take
advantage of stronger growth areas
- The hybrid channel should be the channel of choice for enterprise application
vendors
- Vendors need to build expertise in analytics to respond to demand
- High-end software providers need to refocus on core business processes as
opposed to business functions
- Mid-market players
- Systems integrators, service providers and VARs
- SIs, service providers and VARs need to manage customer expectations better
- Resellers and VARs in less mature markets need to ensure they have sufficient
- CRM expertise
APPENDIX
- Supplementary data
- EMEA: oCRM license revenues by country
- North America
- Definitions
- Abbreviations
- References
- Future readings
- SPP writing team
- How to contact experts in your industry
|
|
