CRM for small to medium business: Industry Report

CRM for small to medium business

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2004
Product Code: R313-7526

Description

Introduction
This report covers the market for CRM (both operational and analytical) for small to medium businesses (SMBs) globally, to 2008. Datamonitor believes this segment of the market will be the growth engine for CRM in coming years, generating an ever increasing share of revenues.

Scope
Small to medium business is defined as companies with headcount of 1-1,000. This segmentation allows for the most inclusive research.
Both operational and analytical CRM are covered. This includes salesforce, marketing and service automation as well as customer analytics.
The market analysis chapter of this report covers NA, EMEA, APAC and CALA. These regions are split by different size bands.
This report considers the SMB landscape in the context of CRM and provides vendors with targeted strategic advice.
Highlights
Datamonitor sees huge potential in the SMB space for CRM applications. The means by which this potential is translated into reality should be at the forefront of vendors' minds. Certainly, the market outlook is very positive, more than doubling in size between 2003 and 2008. Careful attention should be paid to approaching the SMB space.

Reasons to Purchase
Learn about the unique challenges which face vendors in the SMB space; their needs and how to address them.
Understand the latest developments in CRM and how they apply to SMBs.
Gain insight into the market from detailed financial forecasts and market revenue splits.

Table of Contents

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

The SMB space 4

CRM evolution 4

Market and competitive dynamics 5

Strategic advice 7

CHAPTER 2 INTRODUCTION 15

Introducing CRM for SMBs 15

CRM defined 15

The SMB market 16

Using this report 16

CHAPTER 3 THE SMB SPACE 17

Introduction 17

Key findings 17

Market potential 18

Transforming enterprise CRM for the SMB market 18

Competition? 18

Educating the market 19

CRM history 19

Functionality and cost in the SMB space 19

Conclusions 20

CHAPTER 4 CRM EVOLUTION 21

Introduction 21

Key findings 21

Hosted, onsite and everything in between 22

One-size-fits-all 23

aCRM 24

Sales and channels 24

Why, where, when and what 25

CRM as a commodity? 25

Conclusions 25

CHAPTER 5 MARKET AND COMPETITIVE DYNAMICS 27

Introduction 27

Key findings 27

The market 28

Global SMB CRM applications 28

Hosted and onsite 31

1 - 9 headcount 32

10 - 49 headcount 33

50 - 250 headcount 34

251 - 1000 headcount 35

The global picture 36

North America 38

Europe, Middle East and Africa 39

Asia Pacific 40

Central and Latin America 41

Verticals 42

Competitive structure 43

Traditional enterprise vendors 44

Small and mid-maket vendors 45

SMB focused vendors 46

Conclusions 47

CHAPTER 6 STRATEGIC ADVICE - TRANSLATING POTENTIAL INTO REALITY 48

Introduction 48

Key findings 48

Three key concerns 49

Sizebands and demands 50

Scalability and viral growth 51

Conclusions 51

CHAPTER 7 APPENDIX 52

SPP writing team 52

How to contact experts in your industry 53

LIST OF TABLES

Table 2: Global SMB CRM application revenues & as a percentage of overall global CRM application revenues, 2003-2008

Table 3: CRM application revenues by application, 2003-2008

Table 4: Global SMB CRM application revenues & as a percentage of overall global CRM application revenues, 2003-2008

Table 5: Hosted SMB CRM application revenues, 2003-2008

Table 6: CRM application revenues in the 1-9 segment, 2003-2008

Table 7: CRM application revenues in the 10-49 segment, 2003-2008

Table 8: CRM application revenues in the 50-250 segment, 2003-2008

Table 9: CRM application revenues in the 251-1000 segment, 2003-2008

Table 10: SMB CRM application revenues globally, 2003-2008

Table 11: SMB CRM application revenues in North America, 2003-2008

Table 12: SMB CRM application revenues in Europe, Middle East and Africa, 2003-2008

Table 13: SMB CRM application revenues in Asia Pacific, 2003-2008

Table 14: SMB CRM in Central and Latin America, 2003-2008

LIST OF FIGURES

Figure 3: Global SMB CRM application revenues & as a percentage of overall global CRM application revenues, 2003-2008

Figure 4: CRM application revenues by application, 2003-2008

Figure 5: CRM application revenues by application, 2003-2008

Figure 6: Global SMB CRM application revenues & as a percentage of overall global CRM application revenues, 2003-2008

Figure 7: Hosted SMB CRM application revenues, 2003-2008

Figure 8: SMB CRM application revenues globally, 2003-2008

Figure 9: SMB CRM application revenues in North America, 2003-2008

Figure 10: SMB CRM application revenues in Europe, Middle East and Africa

Figure 11: SMB CRM application revenues in Asia Pacific, 2003-2008

Figure 12: SMB CRM application revenues in Central and Latin America, 2003-2008

Figure 13: SMB CRM competitive landscape

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