The State of the CRM Market

This report analyzes the current state of the CRM market. CRM is segmented into four discrete levels, and In-Stat examines each and discusses the market drivers and hurdles. The leading CRM vendors are profiled and compared.

Executive Summary

Methodology

Introduction

What is CRM?

CRM vs. ERP

Different Levels of CRM

State of the CRM Market

Drivers

More Executive Attention

Better Budgets

Lower Transaction Costs

Value Creation

Hurdles

State of the Economy

Misunderstanding of CRM

Lack of a Definable ROI

Scope Creep

Vendor Churn and Shake-out

Vendor Profiles

Alcatel

Aspect

Avaya

Cisco

Nortel

Oracle

Rockwell

Siebel

Conclusion

List of Tables

Table 1: 4 Levels of CRM

Table 2: Call Center Transaction Costs

Table 3: CRM Market Drivers and Hurdles

Table 4: Oracle Customer Interaction Center Features

List of Figures

Figure 1: Alcatel CRM Suite

Figure 2: Aspect Contact Center

Figure 3: Aspect CRM Portal

Figure 4: Avaya CRM system

Figure 5: Cisco Customer Interaction Suite

Figure 6: Cisco Media Manager

Figure 7: Cisco Media Blender

Figure 8: Nortel/Clarify CRM Product Categories

Figure 9: Siebel Product Categories