The 3 Faces of CRM: Analysis of the Worldwide Customer Relationship Management Market, Part 1: Operational CRM

This report is the first in a three part series that examines the state of the worldwide CRM software applications market in general, and more specifically, examines the operational CRM market both worldwide and domestically. It contains worldwide forecasts by individual geographic region, opportunity in license versus hosted applications, as well as by U.S. size of business.

In-Stat defines CRM by the three "faces" companies present to manage customer relationships: operational CRM, analytical CRM and interactive CRM. Operational CRM solutions automate processes associated with customer interactions, offer multiple contact points for customer communication, and bring efficiencies to customer interactions. Analytical CRM consists of applications that enable businesses to analyze relevant data in order to achieve a more meaningful and profitable interaction with customers. Interactive CRM solutions deliver customized content to individual customers, creating a unique experience for each customer.

• Executive Summary
  
• Methodology
  
  
  
  • Definition of Categories
    
  • Forecasts
    
  • Data Collection
    
  
  
  
• CRM Worldwide Applications: Segmented
  
  
  
  • Drivers for CRM Adoption
    
  
  
• Worldwide CRM Applications Forecast: 2001-2005
  
  
  
  • CRM Applications Forecast
    
  
  
• Operational CRM Examined
  
• Geographic Segmentation - Operational CRM
  
  
  
  • North America
    
  • Latin America
    
  • Europe
    
  • Asia Pacific
    
  • Rest of the World
    
  
  
  
• License vs. Hosted Revenues
  
  
  
  • Factors Affecting Hosting Revenues
    
  
  
• Examining the U.S. Market by Size of Business
  
  
  
  • Market Forecasts Segmented
    
  
  
• Shifting Dynamics in the CRM Market
  
  
  
  • Emerging Trends
    
  
  
• Operational CRM Examined
  
  
  
  • Technologies Associated with Operational CRM
    
  
  
• Operational CRM Solution Providers
  
  
  
  • Profiles Included
    
  • Abalon
    
  • Avaya/Quintus
    
  • Siebel Systems
    
  • Nortel Networks
    
  • SAP
    
  • Selligent
    
  • Kana
    
  • Oracle
    
  • Pivotal
    
  • Conclusion
    
  
  
  

• Table 1: Worldwide CRM Applications Revenue Forecast: 2001-2005
  
• Table 2: Worldwide Operational CRM Revenue Forecast by Geography: 2001-2005
  
• Table 3: Worldwide License vs. Hosted Operational CRM Revenue Forecast: 2001-2005
  
• Table 4: US Operational CRM Revenue Forecast by Size of Business: 2001-2005
  

• Figure 1: Worldwide CRM Applications Revenue Forecast: 2001-2005
  
• Figure 2: Worldwide CRM Applications: Segmented, 2001
  
• Figure 3: Major Drivers for CRM Adoption
  
• Figure 4: Worldwide CRM Applications Forecast: 2001-2005
  
• Figure 5: Worldwide Operational CRM Revenue Forecast, 2001-2005
  
• Figure 6: Operational CRM in North America
  
• Figure 7: Operational CRM in Latin America
  
• Figure 8: Operational CRM in Europe
  
• Figure 9: Operational CRM in Asia Pacific
  
• Figure 10: Operational CRM in the "Rest of the World"
  
• Figure 11: License vs. Hosted Revenues Forecast, 2001-2005
  
• Figure 12: U.S. Operational CRM Application Revenues: Size of Business, 2001-2005
  
• Figure 13: The 3 Faces of CRM Today
  
• Figure 14: Operational CRM