Product Type: Market Research Report
Published by: Datamonitor
Published: June 2003
Product Code: R313-5723Description Introduction:
The distinction between analytical and operational CRM is decreasing, and the distinction between CRM and other enterprise applications is fading fast. This report will build on Datamonitor’s previous reports on analytical CRM, personalization and business intelligence, and investigate the implications of the development of the ‘intelligent enterprise’. Key market sizings will be given across verticals, for specific national markets in Europe and North America, for core analytical technologies.
Scope:
* Establishes user groups for ACRM within the enterprise
* Sizes ACRM market by vendor revenue to 2007
* Sizes the ACRM market by geography by 2007
* Company profiles of 20 vendors with an interest in the ACRM market
Reasons to Purchase:
Identify the largest and fastest growing ACRM markets worldwide
Identify the largest and fastest growing ACRM component technology markets worldwide
Identify the most important and fastest growing vertical markets by country
Report Highlights:
* The ACRM worldwide market will grow from $2.4bn to $43bn in 2007. The largest market is North America generating $1.6bn in vendor revenues. The EMEA market will account for just over $500m in comparison.
* A number of vendors are approaching the ACRM market each bringing their own heritage.
* There are four user groups within the enterprise. The best served have been the High Power users, the professional analysts. The largest group however are the Marketing Managers who are the actual business users.
Table of Contents EXECUTIVE SUMMARY
Introduction
Market sizing
Who is the customer?
Competitor dynamics
Action points
CHAPTER 1 INTRODUCTION
What is this report about?
What is Analytical CRM?
Who is the target reader?
How to use this report
CHAPTER 2 TECHNOLOGY OVERVIEW
Key findings
Introduction
How analytics works
Analytical infrastructure: Data Quality is the first step
The problem with Data Quality
How it works
Why now?
When Data Quality attacks
What if Data Quality is ignored?
Data storage and management
Operational data store
Data mart
Enterprise wide data warehouse
Business Intelligence and Decision Support
Data integration and ETL
Query & Reporting
OLAP
Data Mining
Data visualization
Future directions
Smaller
Real-time
Democracy
Solutions rather than tools
Data Quality concerns
The aggregate ACRM project: caveat emptor
CHAPTER 3 MARKET SIZING
Introduction
Key findings
Market size
Market segments
Customers by region
North America
EMEA
ACRM technologies
Customers by size band
Analysis & conclusion
Drivers and barriers
Drivers
Barriers
CHAPTER 4 CUSTOMER FOCUS
Introduction
Key findings
Customer identification
Business challenge
Verticals
Using the quadrants
Vertical analysis
Retail
Telecommunications
Utilities
Financial services
Public services and government
Travel and tourism
SME analytics
Distribution strategies
CHAPTER 5 COMPETITIVE DYNAMICS
Introduction
Key findings
Competitive structure
Data infrastructure vendors
CRM vendors
Reporting vendors
BI vendors
Niche players
Relevance for buyers
Who is dog and who is tail?
So who does ACRM?
Competitive analysis
Key competitor profiles
Actuate
AIM Technology
Business Objects
Cognos
Crystal Decisions
DataDistilleries
E.piphany
Informatica
Microsoft
NCR Teradata
Oracle
Quadstone
SAP
SAS
Siebel
SPSS
Trillium
Key strategies
In-house consulting and integration
Sweat the assets
Vertical expertise
Don’t over-package
Expand footprint
Consider DQ
Value-based pricing
CHAPTER 6 ACTION POINTS
Introduction
Key points
Educate to explain
Partner to profit
Small is the new big
Enterprise-wide: why?
Real time: Red herring
Conclusion
CHAPTER 7 APPENDIX
Research methodology
Vertical markets
Relevant Datamonitor reports
Datamonitor Strategic Planning Programs (SPPs)
SPP writing team
Sales enquiries
How to contact experts in your industry
List of Tables
Table 1: Global ACRM revenues by vertical industry 2002-7
Table 2: Global ACRM revenues by vertical industry (%), 2002-7
Table 3: Global ACRM revenues by region, 2002-7
Table 4: Global ACRM revenues by region, 2002-7
Table 5: ACRM revenues by vertical industry, North America, 2002-7
Table 6: ACRM revenues by vertical industry, North America (%), 2002-7
Table 7: ACRM revenues by country, EMEA, 2002-7
Table 8: ACRM revenues by country, EMEA (%), 2002-7
Table 9: ACRM revenues by vertical industry, EMEA, 2002-7
Table 10: ACRM revenues by vertical industry, EMEA (%), 2002-7
Table 11: ACRM revenues by component technology, EMEA, 2002-7
Table 12: ACRM revenues by component technology, North America, 2002-7
List of Figures
Figure 1: Where ACRM software fits in
Figure 2: ACRM Global vendor revenues by regions, 2002
Figure 3: Global ACRM revenues by region, 2002-7
Figure 4: Analytical advantage quadrant- Verticals
Figure 5: Heritage map - hitting the ACRM hotspot
Figure 6: CRM uptake path
Figure 7: Where ACRM software fits in
Figure 8: Data Quality
Figure 9: The trend towards operational ACRM
Figure 10: ACRM Global vendor revenues by regions, 2002
Figure 11: Global ACRM revenues by region (%), 2002
Figure 12: Global ACRM revenues by vertical industry, 2002 and 2007
Figure 13: Global ACRM revenues by region, 2002-7
Figure 14: ACRM revenues by vertical industry, North America, 2002-7
Figure 15: ACRM revenues by country, EMEA, 2002
Figure 16: ACRM revenues by country, EMEA, 2002-7
Figure 17: ACRM Revenues by vertical, EMEA, 2002-7
Figure 18: ACRM Revenues by component, EMEA and North America, 2002-7
Figure 19: ACRM revenues by customer size, Global %, 2002
Figure 20: ACRM revenues by SME firm size, Global %, 2002-2007
Figure 21: Analytical advantage quadrant- Verticals
Figure 22: The contrasting demands on ACRM
Figure 23: Relative quadrant populations
Figure 24: Analytical advantage quadrant- Sales
Figure 25: Heritage map - hitting the ACRM hotspot
Figure 26: Playing to strengths
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